American Heritage Fireplace & Accessories, Inc

Initial Business Response /* (1000, 5, 2014/01/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@amherfire.com
First let me say that as with all businesses we are providing our services to earn income so it would not make sense to just refuse to make...

a sale. Unless of course we believed that we would not safely do what the customer would like us to do. In this situation the customer came into our showroom and purchased 2 vented gas log systems to be installed by us into her existing fireplaces. We made the sale and scheduled an install for October 29th, 2013. When our installation technicians arrived to do the installation upon inspection of the fireplace and flue they noticed that both fireplaces have what appeared to be B-Vent type flue running off the fireplaces. This is not correct or to code and prevents us from installing vented gas logs systems that require the flue of a wood burning fireplace into fireplaces that have improper flue systems attached. We advised the customer of the situation and only billed her for a simple inspection charge for our time and services.
Over 2 months later she called our showroom to inform us that another company did the job for her and indicated our diagnosis was wrong. She wanted a refund of the $125 inspection charge. Anything is possible but very improbable that our determination was wrong. Please keep in mind we did not do the work due to our concern that if we did it would jeopardize the safety of everyone in the home.
In all fairness and with the understanding that maybe we were wrong the customer was told to send us the invoice showing the work was completed by someone else and we would issue her a full refund. this seemed a simple and fair request but she refused.
Final Consumer Response /* (2000, 11, 2014/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am sending my invoice of the work done by the other company. I sent it today January 8th. I do not wish to have another technician come and look at my fireplaces as I have lost trust in your business.
Final Business Response /* (4000, 13, 2014/01/09) */
I will process your refund today. American Heritage Fireplace is a reputable organization and we strive to always do right by our customers, not only for good business practices, but for the safety of the residents of a property. I stand by my technicians and if you give me your email I will email you the photos of your chimney that we took along with my explanation as to why you may want to reconsider what we explained to you rather than what those who did the installation from Southwest Fireplace. Either way I will issue the inspection refund today.
Thank you and once again I am sorry for the misunderstanding.
NOTE FROM THE Revdex.com:
Please hold off on your response pending receipt of the refund so that you may confirm receipt.
[redacted]
Assistant Manager-Home Services
Revdex.com-Chicago & Northern Illinois