Valley Fireplace & Stove

Review: On 11/7/2013, I went to Valley Fireplace inquire about gas logs. I told the salesman, [redacted] the reason I was interested in this purchase was so that I could heat my living room if the power went out.I was told that to get the most heat, I should purchase the vent-free log set. This would run with the flue closed. What I wasn't told by the salesman was that the stove could only be run for 4 hours without depleting the oxygen level in the house. I was not told that there is a gas odor, and that occupants could have headaches and eye irritation. I purchased the PETERSON 16" vent free gas log set from this store for $1499.53. This did not include installation. Prior to this purchase, THEIR recommended installer came out to measure the fireplace and assure me that this purchase would be fine. On 12/16/2013, [redacted], from [redacted] came out to install the gas log set. I paid $575.00 for this installation. Since the installation, I have called the store on numerous occasions to complain about the vent free log. The owner has not been helpful in resolving the issue of me being able to heat my living room with out depletion of oxygen, foul odor, stinging eyes or headaches. A representative from their store came out to check on the gas logs and admitted that the odor was very strong. His solution was to keep the flue partially open all the time(which has me losing heat daily and caused gas log to whistle). This was not a satisfactory solution to me. [redacted], the installer, has also been out on numerous occasions to try and rectify the situation. And we have contacted the manufacturer on three occasions to attempt resolution. We followed the manufacturer's suggestions, including a complete fireplace cleaning and inspection and burning the logs for 50 hours to try to eliminate to burn off coating on logs that is used as a sealant in the finishing process. Log placement was checked, gas pressure was tested. I am dissatisfied and the owner is UNWILLING to resolve the situation.Desired Settlement: Full refund for Gas log set, installation costs and cost of removal of the gas log set.

Business

Response:

In response to the complaint regarding the Peterson 16" vent free log set please note the following: Yes, the system was purchased from us on 11/7/13. Regarding ANY gas appliance, there is an "aroma" that exists. Some people are more sensitive than others. It is presumed that potential customers research items such as stoves, fireplaces, gas logs etc. prior to purchasing as to safety issues etc. That is reasonable to assume. In any event our sales staff will answer all questions asked regarding any product we sell. Regarding the 4 hour time limit...there is an oxygen depletion sensor (ODS) that is built into every vent free burner, as a safety measure to constantly monitor and sensing the oxygen in that particular room. However, depending on the size of the room, draftiness, etc. it will turn the unit off when necessary. Again, had the customer done her research she would have learned this...or if asked, we would have explained it more thoroughly. Regarding the odor, again we have no way to determine whether or not a customer will be sensitive to it. This customer hired [redacted] to do the install. She could have discussed these things when he came out to measure for the unit she intended to purchase at that time prior to purchasing. We did send out our NFI certified gas technician when we were called on 2/10/14. He DID NOT say the odor was strong; however, he did crack the vent open to alleviate any possible odor. He was only doing what she requested. We did not even charge for that service visit. It is our understanding that JL of [redacted] had contacted the [redacted] on her behalf to see what else could be done. It is also our understanding that [redacted] recommended having the chimney cleaned and also to let the logs burn for 50 hours to try to eliminate the "burnoff" that is possible. As the owner our responsibility has been fulfilled. I feel I have been more than helpful, answering each and every call on numerous occasions, even sending my technician out at my cost for free. The customer hired someone else to measure for the logs, and to install the logs. We only provided the logs, which are not defective. Had they been, they would have been replaced with no question. The issue here is that the customer is "sensitive" to the gas odor as few people may be. It isn't our responsibility to determine if each customer who purchases a gas appliance from us has that issue. However, we are willing to sell her a vented gas log set (which would give less heat) at our cost if she is interested in swapping it out. She would have to discuss the swap out with [redacted] if he would be willing to do that for her.

Consumer

Response:

Review: 9999899

I am rejecting this response because:

The business owner has made several false statements and his offer to allow me to purchase a vented log at cost is not a satisfactory solution.

I did not hire my own installer. I was given [redacted] busines card by the store's salesperson, [redacted]