Thermablaster

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I called back and he would not except that I would say it was settled he wants it removed and won't send me my dollar heater until you all remove it Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Thank you for contacting our companyWe do not as a stated policy cover any installation costs or warranty any installation of any productPlease contact your installer for a refund

Sorry you are having trouble reaching usPlease send part requests to [redacted]

If you product is missing parts after you purchased it then you need to go back to where you purchased it to receive an exchange

Thank you for contacting usYour thermocouples are defective but we do not have these at our officeOur office is not handling the replacements because they come from [redacted] in ChinaPlease contact [redacted] here in the US for further assistance at [redacted] We are very sorry for the defective product that you received

We have attached photos showing the replaced gas inlet valve which voids the warrantyEven though the warranty has been voided we made a good faith gesture and repaired the unit and tested its operation for day and everything is workingWe do require in these cases that the shipping costs be paidUnfortunately the consumer did not return the item in the original packaging so the shipping costs we higher than normalThe shipping costs are $each wayWe request that the consumer call our office today to process these charges by pressing when the call is answered by the automated attendantIf this is resolved today the consumer will have the unit back by Friday

Date: March 29, To: Ms [redacted] , Revdex.com Western Pennsylvania, Holiday Drive, Suite 220, Pittsburgh, PA (via email: [redacted] ) From: [redacted] , [redacted] *** Ref: 18” Gas Log, Model: GLDF18M-V Purchased on December 30, from Lowe’s; Serious Problems – Unacceptable Hissing Noise; Despicable and Insulting Customer Service – Total Silent Treatment; ID [redacted] *** Dear Ms [redacted] , Thank you for forwarding me the message from Thermablaster that was received on March 22, Below is my response: Thermablaster 2-line response is a big insult over injuryThey did not explain as to why there was no call back/response to obtain several clarifications in spite of my many calls and messagesNo explanation as to why there was no information on the package about the hissing noiseI found it only after the installationAs I stated earlier, we are not able to maintain a conversation when the heater is onI did discuss this problem with Low’s that have agreed to help me to install a different gas logWith this kind of behavior, Thermablaster’s days are numberedI would also like to urge you to review Revdex.com’s rating on this companyThank you very much for your valuable assistanceShould you any questions, please contact me at your convenienceTruly yours, [redacted] Copy: Thermablaster (via email: [redacted] ) {File: Letters/Complaint/GAS-LOG-Revdex.com-Response-MAR-29-2018- By: [redacted] Mar-29-2018}

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I was told via email on December 23,I had already been added to the wait list from a prior voicemail complaintI was told on January 6,via Facebook message after hearing no response by email on a timeline, I had month to waitThey have said for months the part is out of stock and it will soon be sent to meAfter waiting weeks I try and get an update and the company goes quiet, I do not believe I will ever get this part from the company Regards, [redacted]

[redacted] represents the manufacturer who we are suing regarding defectsSorry he misinformed you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Date: March 19,2018To; Ms [redacted] , Revdex.com Western Pennsylvania, Holiday Drive, Suite 220,Pittsburgh, PA (via email: [redacted] - pages)From: [redacted] , [redacted] ***Ref:,IS” Gas Log, Model: GLDF18M-V Purchased on December 30, from Lowe’s; Serious Problems - Lead Omissions and Unacceptable Hissing Noise; Despicable and Insulting Customer Service - Total Silent Treatment; ID [redacted] ***Dear Ms, [redacted] ,Thank you for forwarding me the message from Thermablaster that was received on March 16, 2018, Below is my response:Thermablaster 2-line response is a big insult over injuryThey did not explain as to why there was no call back/response to obtain several clarifications in spite of my many calls and messagesNo explanation as to why there was no information on the package about the hissing noiseI found it only after the installationAs I stated earlier, we are not able to maintain a conversation when the heater is on.3) Again, Thermablaster had a convenient lapse of memory about lead poisoning - per a pamphlet enclosed with the log warning that this product contains lead (copy enclosed)I refuse to expose my grandchildren to any leadThe gas log is not in use.I just cannot say enough bad things about this companyHow can they do business in this fashion in this great county of oursPlease pass my response on to ThermablasterThe public has the right to know about this company.Thank you veiy much for your valuable assistanceShould you any questions, please contact me at your convenience.Truly yours, [redacted] Enclosure: Lead Warning via faxHome Telephone (Primary Contact): [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I have called Thermablaster's Reecon Rep three times ( [redacted] ) to resolve the issue (as stated in message from company) ......no responsetwo issues:1) Unit was under warranty when I contacted company in December......acknowledged in response from Therablaster's customer service rep in an email...which has been provided but can be provided again...who told me he would order partnever did...ignored all follow up calls...also called company President multiple times...no response.2) At this point we want a new unit (company has been unable/unwilling to honor their expressed written warranty) or a complete refund ...cannot get closure from either company who distributes unit or manufacture...they do no seem to honor their expressed promises and ignore all attempts to rectify issue Regards, [redacted]

Thank you for reaching out to usPlease send an email to [redacted] with your contact information, model, and serial numberWe will send you the necessary part to assist you with this

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I will accept a refund as soon as possible from Reecon M&E and I am now contacting Mr [redacted] to resolve this issue thank you very much Ms [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We have nothing further to add to this complaint

A replacement part will be sent out as soon as we receive itWe have you on the parts wait listThis is not something that we have control over at the momentThere is a delay with the supplier

We are more than happy to answer answer any questions or concerns regarding our productIf you call our number and press we will ensure you are directed to someone who will answer your question.The insert inside the product requests that the consumer call us before returning to the store to make sure that the product is installed and being used properlyIn this case the product that was purchased from Lowes is missing parts and should be exchanged for a unit that is completeWe give Lowes a credit for any returns and they credit the consumerThis is why in this case the consumer MUST follow the chain of sale and deal directly with whom they purchased the product from

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My complaint was two-folder: one involved the missing batteries and the (second) involved technical questions about the gas logsLowes personnel are NOT qualified to answer the technical questions regarding the gas logs. So, their reply now brings up an additional issue: warranty serviceDo I return the gas logs to Lowes for warranty service?? The attached "package insert" tells me NOT to return the item to LowesIt also talks about warranty service at the very bottom. So as a consumer, I am very confusedThe manufacturer is taking NO responsibility for their product.....either to replace missing parts or to provide any assistance to resolve technical questions about the gas logs.I suppose their refusal to provide any assistance, as clearly noted in their packaging and product, will result in a further complaint with the Attorney General of Arkansas to help protect all future customers from this company that sells a product (albeit through Lowes and others) and REFUSES to provide any service.....other than to return the product to Lowes AFTER it has been professionally installed by a qualified gas company serviceman
Regards,
*** ***

Thank you for contacting usWe currently do not have this part in stock but will send it to you as soon as it becomes availablePlease verify with our parts department that you are on the listPlease send an email with you contact and shipping info as well as your serial number and receipt to
***. Sorry for any inconvenience