COMPLAINT: Gene Gruver, Prospect, Ky.

"Trend Service & Installation installed a Thermador range and a Vent-A-Hood duct system in my kitchen. Shortly afterward, every time I cooked I experienced smoke problems. I contacted Trend, and they sent out a service man. After looking at the hood, he said the hood might be too small for the grill.

"The factory representative from the hood company inspected it and said the hood's size was fine, but it was lower than it should be. Trends came back and said I had told them how high to install the hood, which was the reason it wasn't working correctly. I never told them the hood's installation height, as there's a strict standard that must be followed. The repair will be expensive, but it's their error, not mine."

DESIRED RESOLUTION: "I want them to remount the hood at the proper height and cover the cost of new tile, wallpaper and stainless steel."

RESPONSE: Joe Dumstorf, president, The Trend Companies of Kentucky, Inc.

"Unfortunately, we don't agree with some of the member's statements and recollections. How he can state that he didn't tell us the hood installation height he wanted - when in fact he signed a document stating the duct cover's length, which determines the hanging height - is inconceivable.

"We sell many hoods and only require the customer to sign off when there's a deviation from normal installation procedures. Our experienced and factory-trained installation team is familiar with the recommended mounting height and wouldn't deviate from it unless the customer was fully aware of the deviation.

"We feel we've offered Mr. Gruver a fair and equitable solution: free labor in remounting the hood at the recommended height and distributor costs for necessary parts. We, however, are not willing to cover the cost of tile and wallpaper changes required after the remounting."

STATUS: Stalemate