Thermablaster

Date:  March 29, 2018 To: Ms. [redacted], Revdex.com Western Pennsylvania, 400 Holiday Drive, Suite 220, Pittsburgh, PA 15220 (via email: [redacted]) From:  [redacted] Ref: 18” Gas Log, Model: GLDF18M-V Purchased on December 30, 2017 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, 2018. Below is my response: 1. Thermablaster 2-line response is a big insult over injury. They did not explain as to why there was no call back/response to obtain several clarifications in spite of my many calls and messages. 2. No explanation as to why there was no information on the package about the hissing noise. I found it only after the installation. As I stated earlier, we are not able to maintain a conversation when the heater is on. I did discuss this problem with Low’s that have agreed to help me to install a different gas log. With this kind of behavior, Thermablaster’s days are numbered. I would also like to urge you to review Revdex.com’s rating on this company. Thank you very much for your valuable assistance. Should you any questions, please contact me at your convenience. Truly yours,  [redacted] Copy: Thermablaster (via email: [redacted])    {File: Letters/Complaint/GAS-LOG-Revdex.com-Response-MAR-29-2018-3                  By: [redacted]            Mar-29-2018}

We will notify you as soon as the part arrives. Sorry for any inconvenience.

The consumer did not purchase the logs from us as we do not sell to the consumer. The consumer will need to address this matter directly with Lowes in order to get a replacement or refund. Sorry for the inconvenience.

Sorry you are having trouble reaching us. Please send part requests to [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 response.... two 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 part.... never 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]

The consumer will need to take this unit back to where they purchased it. We do not sell directly to the consumer.

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.
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 will be filing a complaint with the Attorney General of Arkansas this weekend.
Regards,
[redacted]