ALMOST FAMILY

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 Sincerely, [redacted] ***

Mr*** has been taken care of and issue resolvedIf there is anything that Mr*** needs, please us know. Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Although I do NOT agree with their explanation of the situation I need them to fix what they broke - that is all I ever wantedIt's a shame I had to get the Revdex.com involved in order for them to do what they should have done three weeks agoMy number is on their paperwork and on the over two dozen phone messages I left themAll they need to do is call and set up a time to come take their measurementsI have a very open schedule as I am retiredThis needs to be done ASAP as I have already wasted a month with waiting for them to do their job

From: Chim Clean*** *** *** *** *** *** **
*** ** *** I am responding to a complaint we received regarding case ID *** We were contacted by Ms***'s to order and install fan motors We did not diagnosis her situation nor did we
advise her that this is an option we recommended We did advise her that the stove had been discontinued but knew of a good resource for parts that we could check with on her behalf We made a service call to her home to get the make and model number of the parts We were able to get the motors for her from *** Stone and Stove We came out and installed the motors, in doing so we found the fitting had rusted in place and was going to be hard to remove After working on this for some time we were successful but in the process ONE of the fan blades were bent Again a result of being rusted in place from age Our employee straightened the blade as best he could and noticed it was making no more noise than it was before any work had been done to the motors and or fan blades Mrs***s contacted *** Stone and Stove, this is where the motors were ordered They are extremely knowledgeable on the stove that Ms***s owns.I called *** at *** Stove to ask if she had spoke to Ms***s and if there was any resolution with the stove as this is their specialty.While she was not available when I called, I left a message and she replied with the email below She indeed called me two days in a row last week....1st call was to inquire of replacement fan wheel for an AHIunit....she did not at first tell me who she was nor the connection to Chim Clean. I explained *** Stove Company has been out of business for greater than to years and I know of no way to get the fan wheels...I only have motors available but no fan wheels. She then told me she had purchased replacement motors and then told me the motors indeed came from my company and thru Chim Clean. In response I told her Yes *** had called me for possibility of getting a new fan wheel also and I explained not available Ms ***s then quite nicely explained to me...I will quote her close as I can..."the young man changing the motors bent the rim on one of the blades but it really wasn't his fault, they were on the old motor for so many years that he really had to work hard at prying them off and in doing so the rim was now bent out of round." I told her this is quite common and my recommendation is to try and rebend to round shape best as possible then trouble shoot the stove by building a fire, keep the decorative cover panels off to observe the new motors ingaging ....she said she'd done that but the stove located in the basement use to heat the entire home very well and now it just doesn't even though yes the motors are spinning ? Gosh I explained there are many, many reasons why the heat doesn't seem up to parI told her first I'm surprised that very small unit gave her such good heat in the past, it was known as a very dependable model manufactured from approx 1980's to late 1990's / maybe up to 2000'ish but they've been out of business for approx to years. To my recollection that small unit rated for about 1,to 1,sq ft depending upon home's insulation and severity of cold winter temps. But if indeed she previously experienced better distribution air flow I recommended trouble shooting the distribution air system with candle smoke or baby powderlight a fire to heat up the firebox and get the distribution blowers engaged very lightly puff in front of intake vent the baby powder, does it suck in and does the powder then blow out thru the disbursal vent...if not then the distribution air chamber/ air handler/ heat exchanger is clogged with years of household dust debris or possibly even debris from mice or spidersIf yes the powder pushes thru then out of round or not air is moving but firebox just isn't hot enough to desired warmth or if temps a in the teens with single digit wind chills then that small unit doing all it can?We ended that 1st day's call with her planning to have her son come and help her do this trouble shooting with powder and also he would measure the fan wheel to see if I could get something generic for her to replace the bent oneI also recommended her send me text pics and I'd view to see if anything stood out to me for additional trouble shooting.Yes the next day Ms ***s called again and yes texted me pics...But I asked if they did the powder or smoke test and she told me NO...I explained to Ms ***s this test would be a MUST to determine what's happening with the stove...and if indeed the blower's engage and suck in but won't push out then the air flow heat exchange chamber yep is obstructed?!?If the blowers don't engage could be thermodisc or rheostat switch ...or heck could be that year old wiring harness...looks a bit tattered in the photos? I explained to Ms ***s that usually if it is found that the heat exchange chamber is clogged then the breakdown of that 400+lb cast iron unit simply cannot be done in the field (her den floor) but rather requires lifting that approx 400+lb stove with our fork lift in our shop and tilting to the back and removing the bottom of the unit for cleaning / repairs...most certainly a very dirty job and no way to conatin the mess so we do not perform in someone's home. So in summary to her the lack of heat production is plain and simple ...if you replaced motors do they spin properly or not? Is the airflow sucking in and/ or blowing out yes or no? Bent blade rim or not the trouble shooting is needed with powder....and it's quite possible that it's time for an overhaul on that 25+ year old unit that's served you well and we simply cannot offer to do that in her home. My suggestion was if it still provides heat but not to the volume that it did for many many years then use it the remainder of this season and consider bringing it to us for a rebuild. It looks in the images to have been a good ole stove but 25+ years has just run it's course. I explained that we sell new units that would budget $to $2300. OR to rebuild her's likely she'd invest $to $but it is doable to make it like new againbut did I think a merely out of round bent fan wheel was the answer?...Well in the images I have NO VIEW of a bent fan wheel? Barely bent? Severely distorted not to move air? Wiring not providing proper amps to spin rpm's of the new motors? Rheostat intermittent/ improper functioning? Thermodisc not reading hot firebox and allowing open/close circuit? Just 25+ years of debris in the heat exchange chamber blocking the air flow? Just too much guess work to diagnose.....new motors are a first effort for sure, but if that doesn't get it then the old stove just needs to likely be brought in for a thorough diagnosis. I told her all of this.The second phone call ended very nicely...she listened to all possibilities but still seemed to plan on trying to search the internet for a fan wheel...I gave her the shaft diameter of the motor's that she purchase..........which I think was a 5/16" inside diameter...but her son will still need to get wheel width, circumference, number of blades....that info for generic online search. Such wheels typically run $to $range. But I explained to her "from the images" I see more concerns as all of the above noted. She said she understood my directives and that she'd try the powder test and hope she gets it pushing out more heat and maybe she'd call me back in the spring to consider the rebuild or even to purchase a new stove.We are more than happy to replace the fan blade that was bent while our employee was replacing the motor if possible We will need to come out and take measurements and possibly cross reference the blade because of its age, parts are limited We are very sorry that Ms***s felt neglected by no return callWe do our very best this time of year to return every call We do understand her frustration and wish her all the best in resolving the less than optimal heating issues she has with her stove. Please advise as to when we can take the measurements to begin the search for the bent blade.Sincerely,*** ***Office ManagerChim - Clean

[redacted]
  To whom it may concern: I represent Chim - Clean and have issued a check # [redacted] for  $209.99.  This check satisfies the full refund requested by Ms.[redacted] for complaint ID# [redacted].  The check was dropped...

off at the [redacted] Post Office this afternoon. Regards, [redacted] Chim - Clean