Fireplace Outlet Supply

I needed to let you know that Fireplace Outlet responded to your contact*** was out yesterday and installed the thermostat and was ever so gracious.Thank you so much for your help

Initial Business Response /* (1000, 6, 2015/09/16) */
I feel bad that this customer had to wait for us to complete her job, we got caught up in city wanting updated insurances, requesting many thing from us at our new locationThis customer did not do anything wrong, she was understanding of our
situation, (moving to a new location and the problems that came up from opening at a new site) she was patient and niceBecause of her wait I offered her free services and I didn't charge her for $permit because I felt bad of what she went thruI have spoken to her and we are scheduled to go out Friday the 17, 1at around 4:to install her remoteThank you, ***
Initial Consumer Rebuttal /* (3000, 8, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** from Fireplace Outlet Supply called me on 9/16/and scheduled the installation of my remote for the afternoon of 9/17/We also scheduled the inspector to return on Tuesday, 9/for the final check*** asked me to call her on Monday 9/to remind her to schedule the inspector, and I said I wouldShe also waived the $permit fee (which apparently cost them $195, not $135) and has offered to service the unit next spring at no cost to us (a $value) in consideration for the problems this installation has incurred
In the meantime, yes, the remote has been installed on 9/17/2015; however, there is now another issueThe frame of the front glass has problems with its finish*** had scheduled her husband to come on Saturday, 9/19/2015, to look at it and take pictures, but he didn't comeIt is a factory issue, and as of 9/21/2015, we took pictures of the frame for *** and delivered the pictures to her, and *** says that she will order a new frame from *** (the manufacturer)*** and her husband told us that we could go ahead anyway while we are waiting for the frame and run the unit through its initial hour "cook" cycle to ensure all the fumes are dispersed before we actually try to use the unit on a regular basis, so we will try doing that tonight
We did "cook" the unit last night and all went wellAs *** promised, the inspector did come out today and gave the unit its final check out and he signed off on it, so that is doneThe only item still hanging fire now is the replacement frame for the glass*** told me she would order it, but we are now waiting for its arrival and installation, for which I have been given no time frame, so we are just waitingI have attached a picture of the frame in question for the record
Final Business Response /* (4000, 10, 2015/09/29) */
*** COULD NOT GO TO THE HOUSE ON SATURDAY BECAUSE HE DIDNT GET DONE WITH THE JOB BEFORE UNTIL ALMOST 9:PMI WENT AND LOOKED AT THE FRAME SHE SAID WAS WAVEYTHE FRAME IS STRAIGHT IT JUST LOOKED LIKE SOME OF THE PAINT ON THE TOP OF THE FRAME WAS COMING OFF, WHICH I EXPLAINED THAT CAN HAPPEN DURING SHIPPING AND USUALLY WE SMOOTH IT AND PAINT OVER ITI HAVE SENT ALL PICTURES AND INFORMATION TO THE MANUFACTURE FOR PROCESSING TO GET A NEW FRAME THAT SHE IS REQUESTINGI HAVE ALSO SENT AN EMAIL TO THE MANUFACTURE FOR AN ETATHE CUSOTMER CAN STILL THE INSERT AS IS UNTIL THE NEW FRAME COMES IN
Final Consumer Response /* (2000, 12, 2015/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** called me last week and told me that my replacement part was in and they will install it this coming Monday, 10/19/If that happens, and the part takes care of the problem, then we should be good to go and the issues will be resolved

HI   We are very sorry when order remote control they were on back order from the distributor. We have dropped the ball when I went out to service your fireplace. I did not bring the remote control that why I did not charge you for the service call of $300.00. In you...

defense I came back to the office and found your remote with you name on it. Well some how it fell behind the case since it was gone we all thought your remote control had been stalled. Also we are very sorry your calls were not answered our help did not under stand what the call was about. We have taken a lot of time off this year and we need to learn what to do when we take time off.This is no excuse I will be there on Monday to install your remote. and may I offer you a 1 free service call on both your fireplaces this is a $300 to $600 service (parts not included) at no cost to you. Again we are very sorry.Sorry[redacted]
[redacted] my cell phone call any time