The Playstation Pros

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: This is information and I am not entertaining Frank L [redacted] and his liesHe even admits that the unit was brokenWe have all the proof we need to proceedFrank L [redacted] likes to be entertained and we will not entertain himHe's a fake and a fraud even with his [redacted] companyLook at his reviews and track record with other consumersThanks Regards, [redacted]

May 7, 2017Dear Sirs:Further to your request below please find our response.So as to simplify the entire process and keep you from any long dragged out story, we are choosing to submit copies of all correspondence sent to this customer who "claims" that we are the un-cooperative party.So as to summuize this entire case, we at no time resisted either repairing or returning the pellet stoveBasically, the unit was never "broken" in the first placeA small guide rail had come loose from its track and needed to be placed back in place and screwed togetherHowever, at no point was it ever "broken" as it was left operational when we left the premises with the understanding that we would return to repair guide rail along with ordered pellets.It was at this point that the homeowner decided not to cooperate and or allow us into the home to repair the guide rail and deliver pelletsWe were continually "cancelled" on and or not responded to.Some quick points on the customers correspondenceThey state"they've tried to resolve the issue"Can they provide proof of this? I show proof of us continually and professionally trying to get this issue resolved! Over several month's mind you! It's obvious they are not being forthright!Moreover to say, "on 4/18/he shows up at my home, no one was home and he would not schedule again"The proof we've submitted not only shows courtesy towards re-scheduling but a plain blatent lie against anything but full resolution by us!Then, to have the audacity to say "I do not want to deal with them I want the unit out of my home and want my monies back"News Flash! We tried, endlessly to get this situation corrected amicably and were stoned walled! Look at all the written texts by us to both, husband and wife! This doesn’t include the endless phone calls! Now, after the entire season is long gone they want their money back! Are they kidding! Used it all winter long and now want a full refund! This is totally absurd and rediculous!Finally, all attached correspondence to this customer shows full professionalism and respect towards an amicable conclusionUnfortunately, we were "rail-roaded" all the way through!And lastly, lets all keep in mind that just because you provide a deposit on an item (any item) without fully paying for that item is basically called STEALING! And that exactly what they've done!Thanking you in advance for your time and cooperation with this matter.Sincerely,Seasonal Emporium

Feb. 7, 2016Dear Sirs:Further to your request below please find our response.Yes, the customer purchased the used unit in October of 2015. And yes, the homeowner texted on Jan. 04th of 2016 to advise that the unit was not properly working. During the next few days we communicated and agreed on the... 7th of January to order and install a malfunctioning part (the thermo-couple). We did advise the customer that the part would take approximately a week or so to arrive.Eight business days later the part arrived at our establisment. On the ninth business day we called the the homeowner regarding installation and were told that we were to late and other action was taken.Basically, the customer made the choice to forgo our service and commitment to repair and decided to purchase and change the part without our consent or authorization.In the interim the customer was knowingly forcing the unit to function thus possibly causing further damage. We made them aware of this and advised that such action would clearly void any warranty.Despite these actions we offered to repair the unit and were again, turned away. We then offered to provide a refund and were told that they would forgo this as they had other plans of action.Therefore, we've basically exhausted all avenues of accomodation and can no longer offer assistance as customer has knowingly tampered with the unit and voided any and all warranty.Thanking you in advance for your time and cooperation with this matter.Sincerely,Seasonal Emporium

May 7, 2017Dear Sirs:Further to your request below please find our response.So as to simplify the entire process and keep you from any long dragged out story, we are choosing to submit copies of all correspondence sent to this customer who "claims" that we are the un-cooperative party.So as to...

summuize this entire case, we at no time resisted either repairing or returning the pellet stove. Basically, the unit was never "broken" in the first place. A small guide rail had come loose from its track and needed to be placed back in place and screwed together. However, at no point was it ever "broken" as it was left operational when we left the premises with the understanding that we would return to repair guide rail along with ordered pellets.It was at this point that the homeowner decided not to cooperate and or allow us into the home to repair the guide rail and deliver pellets. We were continually "cancelled" on and or not responded to.Some quick points on the customers correspondence. They state"they've tried to resolve the issue". Can they provide proof of this? I show proof of us continually and professionally trying to get this issue resolved! Over several month's mind you! It's obvious they are not being forthright!Moreover to say, "on 4/18/2017 he shows up at my home, no one was home and he would not schedule again". The proof we've submitted not only shows courtesy towards re-scheduling but a plain blatent lie against anything but full resolution by us!Then, to have the audacity to say "I do not want to deal with them I want the unit out of my home and want my monies back". News Flash! We tried, endlessly to get this situation corrected amicably and were stoned walled! Look at all the written texts by us to both, husband and wife! This doesn’t include the endless phone calls! Now, after the entire season is long gone they want their money back! Are they kidding! Used it all winter long and now want a full refund! This is totally absurd and rediculous!Finally, all attached correspondence to this customer shows full professionalism and respect towards an amicable conclusion. Unfortunately, we were "rail-roaded" all the way through!And lastly, lets all keep in mind that just because you provide a deposit on an item (any item) without fully paying for that item is basically called STEALING! And that exactly what they've done!Thanking you in advance for your time and cooperation with this matter.Sincerely,Seasonal Emporium

Feb. 7, 2016Dear Sirs:Further to your request below please find our response.Yes, the customer purchased the used unit in October of 2015. And yes, the homeowner texted on Jan. 04th of 2016 to advise that the unit was not properly working. During the next few days we communicated and agreed on the...

7th of January to order and install a malfunctioning part (the thermo-couple). We did advise the customer that the part would take approximately a week or so to arrive.Eight business days later the part arrived at our establisment. On the ninth business day we called the the homeowner regarding installation and were told that we were to late and other action was taken.Basically, the customer made the choice to forgo our service and commitment to repair and decided to purchase and change the part without our consent or authorization.In the interim the customer was knowingly forcing the unit to function thus possibly causing further damage. We made them aware of this and advised that such action would clearly void any warranty.Despite these actions we offered to repair the unit and were again, turned away. We then offered to provide a refund and were told that they would forgo this as they had other plans of action.Therefore, we've basically exhausted all avenues of accomodation and can no longer offer assistance as customer has knowingly tampered with the unit and voided any and all warranty.Thanking you in advance for your time and cooperation with this matter.Sincerely,Seasonal Emporium

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  First, I actually received the unit in November 5th not October, that is when I spoke with him, again he was to come on the 4th but did not show up till the 5th, a no show, no contact, I had to call him to find out where he was.   I did contact the business on the 4th of Jan and I did tell them that the thermocouple was not working properly.  Not until after a threat of a court action did the business mention that he would order the part and install it, there was NO communication from him until Jan. 20th when he TEXT me not CALL me as he stated in his response and said that the part came in.  Due to the past experiences of him ordering (twice)  and promising to deliver the hearth, no call, no text, no show and after numerous excuses, I finally got the hearth a month and a half later, I fixed the thermocouple myself.  I will mention that when he and his wife installed the hearth, the stove collapsed which it did twice after that also.  Never once did he mention that if I fix the stove that I would void the warranty, he claimed that a "warranty is not a guarantee" when I fought with him about repairing the thermocouple    If you have a customer with NO HEAT in the middle of winter, why would you wait 3 days before ordering the part.  He said he would order it but I was not notified that he actually did.  Since the temperatures were in the teens at night and 30's during the day (according to him the average was 23.5 degrees, yes thats freezing) and without the thermocouple the stove would not work properly and we would wake to freezing temperature in the house.   I bought one locally just as he could of done and replaced it myself.   Upon doing so, when I took the panel off to put the part in, which is very simple, the whole stove just collapsed to the floor, my husband and daughter were here at the time as the stove was resting on this panel not the legs as it was suppose to be.  The owner also was notified before this, that the stove was not put together properly (I have all of the documentation of all of the correspondence mentioned above).  With the owner stating I over fired the unit, all the thermocouple does is work with the thermostat that when the thermostat calls for heat it turns the unit on and off, since this part was not working, the stove produced no heat as it would not turn the stove on.  The only way to get the unit to work and give us heat was to unplug, (yes the unit was totally off) and re plug the unit in to reset the thermocouple.  This would not damage any other part of the unit as he stated as it is NOT a mechanical part.   After 20 days, yes that includes Sunday, he TEXT ME, he did not speak to me as he states and said that the part came in.  I said it was too late as I already fixed it myself and would take other action because we were tired of freezing.  During installation, I mentioned to the owner how do you turn the unit off, he said that unfortunately this unit has no on or off switch and the only way to do so is unplug it.  This is the same thing I did to start the unit up after the thermocouple went bad, now all of a sudden I'm tampering with the unit and it gives him a reason to void the warranty.Regarding the refund, he collected $700.00 deposit in the COMPANY'S NAME over the phone, the balance of $1800.00 in which he only takes cash or check, II wrote him a check after installation in HIS personal name.  The proposal was for $2200.00 for stove and installation and when he was here I also added to the check another $300.00 for the hearth.   He offered $1000.00 for the stove, $800.00 for labor and $400.00 for the hearth which totals $2200.00.  I paid him $2500.00 not $2200.00.   The hearth was added to the $2200.00 and for $300.00 not $400.00 as he stated in his refund settlement, this is why I rejected his refund.  Now he's trying to settle for a refund and pro-rate the use of a USED stove, which stopped working and fell apart 3 times because he did not put it together properly.Regarding the messages that he sent you, these are only selective texts but not all of them in which I can provide if needed.  Also when I went to write a review on [redacted] about the company in which I have every right to do, he personally attacked me with false accusations.  Plus he posted messages he sent to you with my phone number on and posted my name in all of these personal attacks along with outlandish comments.I want a settlement of him taking the stove and a FULL refund as I should as a consumer who gave him my hard earned monies for something that should work longer than it did, not fight with the owner to repair it, not fall apart and that I should not have to go go through what I did with this company.All documentation can be provided if need be. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: This is false information and I am not entertaining Frank L[redacted] and his lies. He even admits that the unit was broken. We have all the proof we need to proceed. Frank L[redacted] likes to be entertained and we will not entertain him. He's a fake and a fraud even with his [redacted] company. Look at his reviews and track record with other consumers. Thanks 
Regards,
[redacted]