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18" Vent Free Gas Log Set
Furniture, Furnishings & Decorations
Fireplace Equipment (663)
Continental Appliances Inc. dba ProCom    
UPC 0049699
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 take it back to the retailer.
Incident, No Injury
Comment from Continental Appliances Inc. dba ProCom 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 consumer smelled could have been coming from a bad installation. Since we have no record of the consumer ever contacting us we do not know who installed the unit and if it was indeed installed correctly. The gas log in question uses a safety valve and ODS pilot configuration that does not allow gas to flow without a proven pilot light. If the log is leaking gas in the off position and the pilot light is not turned on, the gas is probably leaking from a bad connection during the initial installation. Since the customer returned the unit to Lowe's and we have no record of them calling our customer service we have no way of tracking the issue during the return process.
ProCom Heating Inc. stands behind our products and will always work with a customer to help in anyway possible to fix a problem that they may be having.We also return all products that are brought back to our customers back to the factory for a 100% inspection and use this as an opportunity to gain insight and information to make a better quality product in the future.
We apologize for any inconvenience this may have caused and hope the consumer was able to get a replacement product that works better for them.

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