COMPLAINT: Keith Okan, Centerville, Minn.

"I purchased a Faber range hood from a Warners' Stellian warehouse sale. The documentation says it was inspected by a Warners' Stellian representative, and it only had a few scratches.

"The sales rep said it was under complete warranty. When I tried to install the hood, installation hardware was missing and internal parts were damaged.

"The hood doesn't function. Warners' Stellian provided the installation hardware but has had difficulty replacing the damaged part, even though I've been in contact with five different people."

DESIRED RESOLUTION: "I would like the hood to be in complete working order. I spent a considerable amount of time and energy on this, so I would also like a $200 refund."

RESPONSE: Retta Schirmer, customer service manager, Warners' Stellian

"Warners' Stellian regrets that the member has been disappointed with his purchase from our company. We do not sell products that we know to be defective/incomplete nor do we misrepresent our terms and policies.

"The Faber brand hoods have been very reliable and they're popular with our customers. It is unfortunate that Faber struggled to send out the proper parts in a timely manner.

"We realize that as the retailer, we own that performance. We will repair the unit to full proper functional order."

STATUS: Stalemate

Editor's note: Warners' Stellian repaired the hood but declined to refund $200.