December 19, face="Calibri" size="3"> Ms [redacted] Revdex.com, Inc [redacted] Re: [redacted] ID [redacted] Dear Ms***: This letter is in reference to Mr [redacted] ’s complaint in which he feels that the [redacted] fireplace insert he purchased from Superior is not performing properly With any wood stove or insert, there is potential of some smoke escaping the appliance when the door opensThere are many variables that can cause this including exterior temperature, interior negative air pressure, or moisture content of the wood Superior has been to the home and did not see anything unusual in its performance We are currently working with the manufacturer to determine if there is a solution to Mr [redacted] ’s complaint In reference to the unused part, Superior will reimburse the customer $plus tax within next business days Superior stands behind all products and services and looks forward to resolving this issue quickly and amicably Sincerely, [redacted]
Dear Ms***, I accept the offer by Superior Products to resolve this complaint, with one clarification for the record In our conversation last week, [redacted] stated that Superior would remove the unit and issue either a refund or a credit towards the purchase of another insert from them This is not reflected in Ms [redacted] 's letter While it is my intent to work with Superior Products to choose another of their available brands (some that I discussed with Mr [redacted] ) and I certainly expect that the process will go smoothly, in the event of unforseen issues I may opt to exercise the refund option My initial purchasing and installation experience with Superior was very favorable and hopefully working together we can bring this to an acceptable resolution for both parties Sincerely, [redacted]
December 19, face="Calibri" size="3"> Ms [redacted] Revdex.com, Inc [redacted] Re: [redacted] ID [redacted] Dear Ms***: This letter is in reference to Mr [redacted] ’s complaint in which he feels that the [redacted] fireplace insert he purchased from Superior is not performing properly With any wood stove or insert, there is potential of some smoke escaping the appliance when the door opensThere are many variables that can cause this including exterior temperature, interior negative air pressure, or moisture content of the wood Superior has been to the home and did not see anything unusual in its performance We are currently working with the manufacturer to determine if there is a solution to Mr [redacted] ’s complaint In reference to the unused part, Superior will reimburse the customer $plus tax within next business days Superior stands behind all products and services and looks forward to resolving this issue quickly and amicably Sincerely, [redacted]
Dear Ms***, I accept the offer by Superior Products to resolve this complaint, with one clarification for the record In our conversation last week, [redacted] stated that Superior would remove the unit and issue either a refund or a credit towards the purchase of another insert from them This is not reflected in Ms [redacted] 's letter While it is my intent to work with Superior Products to choose another of their available brands (some that I discussed with Mr [redacted] ) and I certainly expect that the process will go smoothly, in the event of unforseen issues I may opt to exercise the refund option My initial purchasing and installation experience with Superior was very favorable and hopefully working together we can bring this to an acceptable resolution for both parties Sincerely, [redacted]