Fireside Plumbing Heating & Electrical

Complaint: [redacted] I am rejecting this response because: The more expensive furnace that was originally quoted I looked at for the reasons of its allergy efficiency and I was told that furnace had to be installed in the basement There was never any estimate placed on moving the original type furnace down stairs until I mentioned my son being capable of itAnd how I fixed the issues once you remove your furnace is none of your businessYour business is your month test drive 100% satisfaction guarantee that you advertise, your representatives verbally inform customers of and that is stated in the paperwork your company prepares and finalizes I unfortunately left out of my last correspondence the last few words of your written guarantee which are "no brain damage no excuses!' and all I have received from your company is excuse after excuse after excuseSo again I am not satisfied with your company and 50% satisfied with the furnaceI want it removed Honor your Guarantee Regards, [redacted]

Again she selected the cheapest model and elected not to have it installed in the basement due to not being able to get financing and the lack of fundsNothing was mentioned about any problem at all for ten months (through and entire winter)The furnace is not making the noise, the lack of the homes duct work is creating the noise now that the walls have been removed from around the furnaceWhich we did not have any control overThe furnace is now open to the living area Lastly, we made the offer upfront to install the furnace in the basement but the homeowner could not afford the additional costThis option is noted on the bidNow she is requested Fireside to relocate the furnace to the basement at no cost to herOur 100% guarantee does not cover completing work that the homeowner decided not to have done and did not pay to have done, then wanting it done for free months after the install

[redacted] Install On 08-13-Ms [redacted] called and requested Fireside to come out and provide her a bid to replace her current furnaceMs [redacted] was interested in a high efficient quite furnace and requested we move the unit to the basement which we priced out for herMs [redacted] accepted the bid (attachment Bid # 1) signed and said she would be paying cash for the unitMs [redacted] then decided to take advantage of our financing options in which she was not approvedNo sale was made On 09-12-Ms [redacted] again called and requested we come back out and look at the possibility of installing a less expensive furnace due to her current furnace not working and her limited budgetShe selected a 80% model to replace the current 80% modelNo option was given to relocate the unit in the basement due to it being an 80% modelMs [redacted] agreed to the bid ( attachment Bid #2) signed the homeowners agreement and supplied the required down paymentThe unit was installed and payment was made When I visited with Ms [redacted] I asked her if there was a problem with the furnaceShe told me the furnace was working great; heating the home properly it was just noiseI told her I would like to come out and see if there was a problem going on that was causing the noise and she wanted it removed and her money back Upon arrival I found Ms [redacted] in the middle of a large remodel project in her home, replacing flooring, windows, and had removed the walls which had once surrounded the furnace / utility roomWe started the furnace and found that the furnace was not the source of the noise but her duct work was making the whistling soundBut, perhaps the biggest problem was that the walls had been removed from around the furnace which made the furnace completely open to the living areaI asked Ms [redacted] if she planned on replacing the wallsShe wasn’t sure she saidAt this point Ms [redacted] told me she wanted the furnace moved into the basement or removed and refund her purchase priceOnce I explained what it would cost to move this furnace to the basement Ms [redacted] switched from it being too noisy, to we had charged her way too much and for that reason she wanted her money backOur furnace pricing is menu based Ms [redacted] paid the same for that furnace as any other customer hasWe did suggest that the walls be installed back with 2Xstuds with insulation and a silencing loop be installed in the duct workMs [redacted] informed me her son new how to install duct work and could do that workI offered to come back out and show him how to complete the loopGave her my cell number so her son could give me a call After visiting with Ms [redacted] it came apparent to us that she wanted to move the furnace into the basement in her remodel project and was trying to use our guarantee to get it done for freeOur guarantee does not cover existing duct work or moving of equipmentWe would have been happy to help Ms [redacted] solve her problem but she was simply looking for free workThe cost of moving that furnace to the basement would have cost more than the install itself due to having to vent the unit out the roofMs [redacted] also ran the furnace all winter (months) before her first call to say it was noise?

Complaint: [redacted] I am rejecting this response because: The guarantee states year from the original installing date, as well as 100% satisfaction money back guarantee, then proceeds to say : If for any reasonI called before the one year period endedThe furnace had a closet structure around it all previous winter, enclosed in drywall, and fireside personal would have found it that way if they had responded to me the original time I calledThe closet was removed and the room gutted due to a major roof leak that destroyed the drop ceiling, the ceiling and the wallsWhen I originally purchased the furnace I had no idea that its sound would be problem at night, and [redacted] stating it would be to move it to the basement where all over duct work is at, is ridiculous and unreasonable as well as financially impossibleNow again I have a head injury which included cognitive impairment (which means things don't always connect) included in this impairment is the the loss of tolerance for stimulus; sight, sound and smellsI hear the furnace kick on and heat up and not as you state hearing the air blow through the ducts, your not my neurologist, nor any or the specialists I have seen or will see in the future Now to remind you of your Risk Free Guarantees, the last on the list states: OUR NO RISK "ONE YEAR TEST DRIVE GUARANTEE" if you are not satisfied with the equipment we have installed and/or our service during the first year and we can't fix it we will remove the system and refund you 100% of your original investment Regards, [redacted]

from: Dwayne W [redacted] < [redacted] >to: [email protected]: Wed, Nov 11, at 10:AMsubject: [redacted] [redacted] ID [redacted] .As I discussed with one of your representatives a few weeks ago [redacted] has told our office that she is filling suit against our companyTherefore we can not disclose any information due to her threat.Dwayne W [redacted] President CEOFIRESIDE TOTAL INDOOR COMFORTfiresidecomfort.com877-789-

Complaint: ***
I am rejecting this response because:
I was not informed there would be any charge for partial installation, if I had known I wouldn't had left anything, which would've cost the contractor more money in time at my residenceI also had to assistant the technician removing the unit because his helper was in jail, which was five hours of my timeAttached is the city inspection report.
Regards,
*** ***

from: Dwayne W[redacted] <[redacted]>to: [email protected]: Wed, Nov 11, 2015 at 10:13 AMsubject: [redacted]...

[redacted]. ID [redacted].As I discussed with one of your representatives a few weeks ago.  [redacted] has told our office that she is filling suit against our company. Therefore we can not disclose any information due to her threat.Dwayne W[redacted]President CEOFIRESIDE TOTAL INDOOR COMFORTfiresidecomfort.com877-789-6716

Complaint: [redacted]
I am rejecting this response because: The guarantee states 1 year from the original installing date, as well as 100% satisfaction money back guarantee, then proceeds to say : If for any reason... I called before the one year period ended. The furnace had a closet structure around it all previous winter, enclosed in drywall, and fireside personal would have found it that way if they had responded to me the original time I called. The closet was removed and the room gutted due to a major roof leak that destroyed the drop ceiling, the ceiling and the walls. When I originally purchased the furnace I had no idea that its sound would be problem at night, and [redacted] stating it would be 4000.00 to move it to the basement where all over duct work is at, is ridiculous and unreasonable as well as financially impossible. Now again I have a head injury which included cognitive impairment (which means things don't always connect) included in this impairment is the the loss of tolerance for stimulus; sight, sound and smells. I hear the furnace kick on and heat up and not as you state hearing the air blow through the ducts, your not my neurologist, nor any or the specialists I have seen or will see in the future.   
 Now to remind you of your Risk Free Guarantees, the last on the list states: OUR NO RISK "ONE YEAR TEST DRIVE GUARANTEE" if you are not satisfied with the equipment we have installed and/or our service during the first year and we can't fix it we will remove the system and refund you 100% of your original investment.  
Regards,
[redacted]

Complaint: [redacted] I am rejecting this response because: First off there...

is no way Fireside can't add the heating unit with out taking the coil off and placing it back on top of the unit so again I attached a picture of the unit, you have to remove coil before the new system is put in place.   For not paying my bill they are wrong again we have a payment plan set up by fireside..im sending only the payment copy from fireside due to time frame to responding.will attach the rest on request. payment form received from Fireside but again they will not reply to letters that is sent with the money orders to send balance due and receipt of payment 
 I'm looking for Fireside to return my down deposit of $2500 plus the cost I put out for the coil of $800 plus for them to pay for another service company to repair the system that should be working I don't want fireside on my property because I don't trust them to be honest and not to sabotage the system. 
Regards,
[redacted]

As mentioned in our last response our warranty does not cover options that were given up front (ie: locate new furnace in basement for an additional cost of a little over $2500 at time of install) in which the customer "did approve upfront" but was unable to get approved for financing required, therefore having to go with a cheaper furnace and have it installed in the same location as the furnace that was being replaced. Moving the furnace now that it has been installed would cost $3 to$4 thousand due to the condition of the duct work in the basement and having to run a new vent pipe out the roof.  
We are having a hard time understanding why she thinks this issue should be covered by our warrantee when she is the one whom made the decision not to have it installed in the basement originally due to the cost? If the decision of the location had been made by Fireside we would completely understand her claim and at that point agree it would be our responsibility to move it. The option was given up front and she made the call to have it install in the same location as the one being replaced.

[redacted] Install
On 08-13-13 Ms. [redacted] called and requested Fireside to come out and provide her a bid to replace her current furnace. Ms. [redacted] was interested in a high efficient quite furnace and requested we move the unit to the basement which we priced out...

for her. Ms. [redacted] accepted the bid (attachment Bid # 1) signed and said she would be paying cash for the unit. Ms. [redacted] then decided to take advantage of our financing options in which she was not approved. No sale was made.  
On 09-12-13 Ms. [redacted] again called and requested we come back out and look at the possibility of installing a less expensive furnace due to her current furnace not working and her limited budget. She selected a 80% model to replace the current 80% model. No option was given to relocate the unit in the basement due to it being an 80% model. Ms. [redacted] agreed to the bid ( attachment Bid #2) signed the homeowners agreement and supplied the required down payment. The unit was installed and payment was made.
When I visited with Ms. [redacted] I asked her if there was a problem with the furnace. She told me the furnace was working great; heating the home properly it was just noise. I told her I would like to come out and see if there was a problem going on that was causing the noise and she wanted it removed and her money back. 
Upon arrival I found Ms. [redacted] in the middle of a large remodel project in her home, replacing flooring, windows, and had removed the walls which had once surrounded the furnace / utility room. We started the furnace and found that the furnace was not the source of the noise but her duct work was making the whistling sound. But, perhaps the biggest problem was that the walls had been removed from around the furnace which made the furnace completely open to the living area. I asked Ms. [redacted] if she planned on replacing the walls. She wasn’t sure she said. At this point Ms. [redacted] told me she wanted the furnace moved into the basement or removed and refund her purchase price. Once I explained what it would cost to move this furnace to the basement Ms. [redacted] switched from it being too noisy, to we 
had charged her way too much and for that reason she wanted her money back. Our furnace pricing is menu based Ms. [redacted] paid the same for that furnace as any other customer has. We did suggest that the walls be installed back with 2X6 studs with insulation and a silencing loop be installed in the duct work. Ms. [redacted] informed me her son new how to install duct work and could do that work. I offered to come back out and show him how to complete the loop. Gave her my cell number so her son could give me a call.
After visiting with Ms. [redacted] it came apparent to us that she wanted to move the furnace into the basement in her remodel project and was trying to use our guarantee to get it done for free. Our guarantee does not cover existing duct work or moving of equipment. We would have been happy to help Ms. [redacted] solve her problem but she was simply looking for free work. The cost of moving that furnace to the basement would have cost more than the install itself due to having to vent the unit out the roof. Ms. [redacted] also ran the furnace all winter (10 months) before her first call to say it was noise?

Complaint: [redacted]
I am rejecting this response because: The more expensive furnace that was originally quoted I looked at for the reasons of its allergy efficiency and I was told that furnace had to be installed in the basement.  There was never any estimate placed on moving the original type furnace down stairs until I mentioned my son being capable of it. And how I fixed the issues once you remove your furnace is none of your business. Your business is your 12 month test drive 100% satisfaction guarantee that you advertise, your representatives verbally inform customers of and that is stated in the paperwork your company prepares and finalizes.   I unfortunately left out of my last correspondence the last few words of your written  guarantee which are "no brain damage no excuses!' and all I have received from your company is excuse after excuse after excuse. So again I am not satisfied with your company and 50% satisfied with the furnace. I want it removed
Honor your Guarantee.   
Regards,
[redacted]

Mr. [redacted] does not have the facts in his story correct. We did fail to obtain the city building permit. Our Service Manager was terminated for this mistake. We where not cited for any code violations or safety violation from the city and was...

given the option to turn the furnace around so that it was ready assessable, install a switched light fixture at the furnace location or remove the entire system. Mr. [redacted] requested the system to be removed and we agreed we would. Upon arrival of our technicians to remove the system Mr. [redacted] requested we leave the items in which he has been invoiced for. Mr. [redacted] told our technicians he wanted to those items to remain so that they could be utilized for the new system he was having installed. Mr. [redacted] did install another system and has utilized these items. We did not invoice for any items that where removed, only those that Mr. [redacted] requested we not remove. Therefore is responsible for payment on those items.

Again she selected the cheapest model and elected not to have it installed in the basement due to not being able to get financing and the lack of funds. Nothing was mentioned about any problem at all for ten months (through and entire winter). The furnace is not making the noise, the lack of the homes duct work is creating the noise now that the walls have been removed from around the furnace. Which we did not have any control over. The furnace is now open to the living area.  
Lastly, we made the offer upfront to install the furnace in the basement but the homeowner could not afford the additional cost. This option is noted on the bid. Now she is requested Fireside to relocate the furnace to the basement at no cost to her. Our 100% guarantee does not cover completing work that the homeowner decided not to have done and did not pay to have done, then wanting it done for free 10 months after the install.

Complaint: [redacted]
I am rejecting this response because: I am filing a suit in civil court against the business. The business has not answered any of the letters that have been sent and we will will continue to pursue this through legal actions. I will notify the Revdex.com of the outcome of that suit and hope that it will be posted on this sight so that others may also know that they have a recourse of action.
Regards,
[redacted]

Fireside did not install the coil that is causing the issues. And [redacted] has not paid his bill even as of today. We will be filling a lean on [redacted]s home if payment isn't made in full within the next 30 days.