Business ProfileforR H Peterson Co

I purchased a ************* log and burner, manufactured by RH Peterson ** and sold through its authorized dealer Real Fyre Store, in January 2023. On February 16, 2023 I contacted the store regarding excess and unhealthy levels of sooting apparent on the logs. I was concerned of the health implications on my family, as well as the unsightly appearance. The amount of soot that accumulated after only 5 minutes of operation was excessive and looked as though it had been operating for years. When I contacted the seller, they noted that the manufacturer, RH Peterson **, would need to be contacted for technical support. The seller and I worked through *******************, a ********* Service Supervisor, to discuss the issue further. I was asked to verify the dimensions of my firebox, as well as the gas pressure, which I did and provided to RH Peterson **. All were found to be within the stated specifications in the installation manual provided with the log and burner set I purchased. Further, it was validated that the installation, which was also performed by an authorized Real Fyre seller/installer, was done according to the specified instructions in the manual. I have repeatedly asked for a full refund for the log and burner given that they are clearly defective. All other potential variables have been eliminated, given what is noted above regarding to specification installation and environment. RH Peterson, along with the entity they contract with to provide warranties for its products, have told me I must send in the materials which will then be tested, and if the tests show the log and burner are working properly, the goods will be returned to me at my expense for shipping. This solution does not work for me. The product has proven defective through numerous photos and tests performed and a full refund should be processed immediately once RH Peterson ** receives the returned log and burner set. The RH Peterson contact is ***************** *************************************