Valley Fireplace And Stove, LLC

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/ Regarding ANY gas appliance, there is an "aroma" that exists Some people are more sensitive than othersIt is presumed that potential customers research items such as stoves, fireplaces, gas logs etcprior 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 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 roomHowever, depending on the size of the room, draftiness, etcit 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/ 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 hours to try to eliminate the "burnoff" that is possible As the owner our responsibility has been fulfilledI 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

Complaint:
I am rejecting this response because:
The business owner has made several 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 *** *** busines card by the store's salesperson, *** * *
The measurements of my firplace were taken and given to their salesman who then determined the size of the gas log set The installation of this appliance is subject to minimum fireplace requirements andminimum clearance to combustionable construction.
Yes, their NFI technician came out to check the logs He DID say the odor was strong AND the fireplace was crowded I was there and wrote down his comments when he was there
The issue is not my sensitivity to the logs The issues are whether the proper log size was determined by Valley Fireplace and Stove and sold to me It is the salespersons job to make sure a gas appliance can be safely installed in a home and not just make a sale
I am in a discussion now with the technical department of the manufacturer of these logs, ** *** I will provide further information to my case after they have reviewed photos and measurements of my fireplace and log
Sincerely,
Janice Whitcomb

In response...the customer was given *** *** business card as a recommendation She did not have to use or hire himBut she did hire him as she paid him for his services, we did not hire him for the job nor did we pay him He is not an employee of Valley Fireplace & StoveWe have recommended him many times and have not had an issue until now Otherwise we would not be working with him JL therefore did make the measurements and gave them to the salesman, *** *** and based on his recommendation, recommended the log set she purchased That is the smallest vent free log set available...she could not have gotten a smaller set as they are not available Only if she went vented, which she insisted she did not want But based on JL's measurements, we were informed that they would fit
With regards as to our NFI certified technician saying the odor was strong and the fireplace was crowded, he again insists he did not say that He did say some people are sensitive to the smell and he offered to crack the vent open a little if that would help her Whether she agrees if she is sensitive to the smell or not is irrelevant Some people are not bothered by it The fact that it burns her eyes proves she is sensitive to it Also, the proper log size was determined by JL of *** *** not Valley Fireplace & Stove We only sold the log set to her after JL's recommendation Prior to selling this log set, our staff was never at her residence to measure or determine size etc Again, the customer had JL do this and hired him to install it
Our responsibility was to order the logs for her and we fulfilled that obligation Again, we are willing to sell her a vented smaller set to assist her in correcting this problem she has with her sensitivity to the odor The measuring of the fireplace is the responsibility of JL, who she hired and paid

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.