Thermablaster

***, Thank you for your messageFor part orders please send an email to *** and we will either send you the part or put you on a wait list to get the part. Sorry for any inconvenience

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
How long will it take to get my part? As a business, your supplier should have given you some kind of timeline onto when the parts will be completed and shipped. I don't want to have to wait and guess on when my part is comingWill it be a month? Or will I still be waiting months from now? You have a lot of people complaining about your business and customer service. I think we all deserve a better answer and timeline on to how long this unprofessional process will take. I don't want to be crude, but your answer is so broad in the fact that it's not really a solid answer. When someone pays over $for your product that does not last a year, you would think that you would want to satisfy the customer. So please, can you be more specific?
Regards,
*** ***

Thank you for contacting usYour thermocouples are defective but we do not have these at our officeLowes warranty is days and ours in year. Our office is not handling the replacements because they come from *** * * * in ChinaPlease contact *** *** for further
assistance at ***

Revdex.com:
I have reviewed the responds made by the business in reference to complaint ID *** and have determined that this does not resolves my complaint. For your reference, details of the offer I reviewed appear below
Regards, I would like to receive a new unit as soon as possible Yes I was told by Lowe's in Charleston where I purchase the gas log unit that the warranty was only good for and now it's under ifactory warranty with thermablaster for years so I needed to go back to thermablaster to get this problem resolved I cannot bring it back to the store and I have already had to gas companies to come to my house to check the gas line and they are says nothing wrong with the gas line and they always telling me that it's in the unit so therefore I want to just get the unit replaced by thermablaster it soon as possible thank you very much
*** ***

***, While you are awaiting a response please email *** so we can put your information on the parts listWe will send you what you need the moment it becomes availableSorry for the inconvenience

The thermocouple is most likely defective and needs to be replacedOur office is not handling the replacements because they come from *** * * * in ChinaPlease contact *** *** for further assistance at ***

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
With this response we are exactly where we started three months ago (when we first contacted the company) with no resolution...we have initiated a Small Claims filing in California listing Thermablaster/Lowe's as Plaintiffs...thank you for your help
Regards,
*** ***

Revdex.com:
I have reviewed the response hmade 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 belowI was in contact with mr*** *** *** *** phone number *** email ** *** *** * * * *** *** *** *** and he told me that thermablaster David b*** who claims to be the owner of thermablaster as claim some kind of game because he is an attorney for a company that is in process of suing thermablaster and they are giving people his number that have complained about against thermablaster they giving people his name and number so I would like to continue my complaint against thermablaster until I get a resolution of a refund as soon as possible thank you *** *** ** *** * * *** * ***
Regards,
*** ***

The consumer needs two double AA batteries hat are not a warranty partThey were missing from the box at store and the consumer needs to address this directly with the store for replacement or refundWe do not sell to consumers and cannot address this complaint further as a matter of standard business practiceThe complaint the consumer has should be addressed with Lowe’s

To whom it may concern: Our company does not conduct business with consumersThis individual did not purchase this product from our company we only sell to the commercial industryConsumer needs to contact the business where she purchased the unit

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
The manufacturer is denying any responsibility for their defective product / missing item.I have attached a copy of the owners manual and it advises to contact them to resolve any issue.Is this NOT their company??Is 1-877-670-their customer service telephone number?Is *** their customer service email address?They have refused to respond to my telephone call and email.Why are they REFUSING to respond to a customer's inquiry?These are simple questions that the company should respond to
Regards,
*** ***

We offered on several occasions to bring the logs to our office to see if we could fix the issue, however the consumer refused to allow us to do that so it was difficult to offer a remedyA refund is an option from Reecon M & E in ChinaPlease contact *** *** here in the US for further assistance at ***

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
I would accept this but I did not change anything on that heater I can not speak for what happened with Lowe’s but I did not change anythingAs far as the shipping charge I think I should have been made aware that I may be responsible for shipping before hey sent me a shipping label to return it and it’s been two weeks now and this is the first day I have even heard that option from thermablasterI did call and ask to speak to the owner and was told he was on the phone to try and settle this so I left my number and asked for a return call and have heard nothing
*** ***

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
This is the exact same thing they responded to me when I first asked for the part. Then, they ignored numerous emails when I tried to contact them again about how much longer the part would be. It seems to me this is an automated response and there is not an actual person giving us a detailed response on why my part was never sent or why they refused to contact me or why they don't even have the part. If that is the case, they should just give me a new heater if they can't give me a part. I am not satisfied with this response. If I accept this response, I feel like I would be back at square one with this company. I am not trying to be difficult, I just don't like to be taken for granted
Regards,
*** ***

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.

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 am going to repeat my previous response and NOT accept the business's response.The response provided by the company FAILED to address the simple questions I posed. They are provided again below:My complaint was two-folder: one involved the missing batteries and the (second) involved technical questions about the gas logs. Lowes personnel are NOT qualified to answer the technical questions regarding the gas logs. Let's bring an end to the first part of the complaint and that is the missing batteries.PLEASE ANSWER THIS QUESTION: Do I return the gas logs to Lowes for warranty service??   The attached "package insert" tells me NOT to return the item to Lowes.Your response to call your 1-800 number and press 0 for appropriate customer service is [redacted] There is no 1-800 telephone number for customer service. When you call the 1-877-670-8428 telephone number, there are limited options, and pressing 0 only brings you to yet another voicemail to leave another message that is not responded to. 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.So to summarize, I only need to know how to obtain warranty service on this product....please don't tell me to call your customer service that does not answer the phone or return phone calls.Finally, I have filed a complaint with the Attorney General of Arkansas due to this company's deceptive and fraudulent business practices.
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.
The persons number you have given me, will not answer their phone or return my calls.  I would love to accept your response, if we could actually get this matter resolved.  However, I feel like I have been given another brick wall in front of me.  I will continue to call the number you have given me, but until my problem is resolved, I can not accept your response.
Regards,
[redacted]

Thank you for reaching out to us. Please send an email to [redacted] with your contact information, model, and serial number. We will send you the necessary part to assist you with this.

We have attached photos showing the replaced gas inlet valve which voids the warranty. Even though the warranty has been voided we made a good faith gesture and repaired the unit and tested its operation for 1 day and everything is working. We do require in these cases that the shipping costs be paid. Unfortunately the consumer did not return the item in the original packaging so the shipping costs we higher than normal. The shipping costs are $53.18 each way. We request that the consumer call our office today to process these charges by pressing 0 when the call is answered by the automated attendant. If this is resolved today the consumer will have the unit back by Friday.

Thank you for contacting us. Your thermocouples are defective but we do not have these at our office. Our office is not handling the replacements because they come from [redacted] ** in China. Please contact [redacted] here in the US for further assistance at [redacted]. We are very sorry for the defective product that you received.