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    • REPORT
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    • 9/15/2014
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    • 20140807-C1F42-1421400
    Incident Description: Text of submitter's message dated July 24, 2014: On 4\4\13 I purchased a purchased a set of gas free logs from Lowe's Home Centers. They seem to be working fine. This set has a hoarse shoe set base. Example when turning the unit on the process of the flames ... (More)
    Business Comments:
    (9/15/2014) The customer was contacted on 5/23/14. The customer was told that the maintenance and installation of the appliance must be done by a qualified gas technician. During an inspection by the gas company they were told there were no leaks in the appliance but ... (More)
    (6/15/2015) We have responded to the customer repeatedly and identified their lack of professional installation as the reason for the soot. The customer sent us pictures of the logs misplaced in the fireplace and causing the soot that damaged the home. Our product ... (More)
    • REPORT
    • |
    • 12/11/2013
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    • 20131029-ECF60-1365103
    Incident Description: The consumer says she smelled a strong gas odor when coming into her home. The gas company noted that the gas log leaks gas while in the off position. The product was tagged by the gas company and removed from the home. She contacted the firm who told them to ... (More)
    Business Comments:
    (12/11/2013) The consumer never contacted our customer service department so we were unable to help diagnose and fix the problem. If the unit was not installed by a certified and licensed gas installer, as required in our installation instructions, the gas that the ... (More)
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