Fireplace Outlet

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThey could not find records of the purchase due to a fire at their business, I have a receiptTheir response is incorrect and a lie Regards, [redacted]

Thank you for informing me of this matterWe have been in contact with this customer and have had this discussionFireplace Outlet, Inc did do a search of our files to verify this purchase and were not able to locate any purchase made in the years - from this customer My first contact with Ms [redacted] was when she had asked for a service on a fireplace she had not been able to operate for several yearsWhen I arrived at her home, she took me into a finished room in her lower area of her homeThere was a vent less fireplace and mantel in the homeThere was a large amount of dust on the logs and the burnerI vacuumed both the burner and log areaI then installed new embers that are provided by the manufacturerI had informer her there would still be some "burn off" required to clear the burner and logs completelyShe had mentioned at that time about the residue that was left on her walls and ceiling and asked me what could cause itI had explained to her the type of fireplace she has will leave water behind and cigarette smoke, candles, over use (causing condensation on windows and walls) could all be factorsSince I could not know her usage or living habits, it would be hard to determineShe had felt that the installation was a factorThe unit cannot be installed incorrectlyThe only thing that could be wrong would be the placement of the logs and they were in the correct positionI am confused regarding her statement that I would replace her unit with a new one if she continued to have problemsI would have told her she may consider purchasing a new unitI would never offer to replace a unit is yrs oldIt would be up to the manufacturer to make any replacement under warrantyThis unit is well out of that time frameI went through our files over the last years and have only been to the residence on January 23, ($charge) and January 16, ($charge)I had stopped there last year as a courtesy without chargeWe have not been there every year as she is statingFireplace Outlet attempted to help this customer with her fireplace but do not feel that we are responsible for any painting or replacement We provided a service callThank you for your attentionSincerely yours, Becky FFireplace Outlet, Inc

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They could not find records of the purchase due to a fire at their business, I have a receipt. Their response is incorrect and a lie.
Regards,
[redacted]

Thank you for informing me of this matter. We have been in contact with this customer and have had this discussion. Fireplace Outlet, Inc did do a search of our files to verify this purchase and were not able to locate any purchase made in the years 2004 - 2006 from this customer.  My first...

contact with Ms. [redacted] was when she had asked for a service on a fireplace she had not been able to operate for several years. When I arrived at her home, she took me into a finished room in her lower area of her home. There was a vent less fireplace and mantel in the home. There was a large amount of dust on the logs and the burner. I vacuumed both the burner and log area. I then installed new embers that are provided by the manufacturer. I had informer her there would still be some "burn off" required to clear the burner and logs completely. She had mentioned at that time about the residue that was left on her walls and ceiling and asked me what could cause it. I had explained to her the type of fireplace she has will leave water behind and cigarette smoke, candles, over use (causing condensation on windows and walls) could all be factors. Since I could not know her usage or living habits, it would be hard to determine. She had felt that the installation was a factor. The unit cannot be installed incorrectly. The only thing that could be wrong would be the placement of the logs and they were in the correct position. I am confused regarding her statement that I would replace her unit with a new one if she continued to have problems. I would have told her she may consider purchasing a new unit. I would never offer to replace a unit is 12 yrs old. It would be up to the manufacturer to make any replacement under warranty. This unit is well out of that time frame. I went through our files over the last 8 years and have only been to the residence on January 23, 2014 ($45 charge) and January 16, 2015 ($20 charge). I had stopped there last year as a courtesy without charge. We have not been there every year as she is stating. Fireplace Outlet attempted to help this customer with her fireplace but do not feel that we are responsible for any painting or replacement.  We provided a service call. Thank you for your attention. Sincerely yours, Becky F. Fireplace Outlet, Inc.