The Fire Place

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Calls to the company were made numerous times on Saturday Nov. 1st. The first message regarding our pellet stove not working was left at approx. 11:30 a.m. and another message was left in the afternoon around 1:00 p.m.. We never received a return call until Monday the 3rd at 3:00 p.m. while we were both at work. The following morning around 8:00 a.m. we called and finally spoke to a gentleman who asked that we replace the fuse behind the control panel again and to take note when it blows and the stove shuts down. We had already been through 4 6-amp fuses. We were to then call him back with the findings and he would know what actions were necessary for repair. We have called again numerous times and as of Friday evening the 7th no call has been returned to us and our stove is still not working.Product_Or_Service: pellet stoveOrder_Number: XXXXXXDesired SettlementRETURN OUR CALL SO WE CAN HAVE HEAT!!!Business Response Contact Name and Title: [redacted]Contact Phone: XXX XXX XXXXContact Email: [redacted]@gmail.comWe've called the customer numerous times and left messages. More than glad to get them scheduled, just need to make contact with them.Called at 10am 12/3, left a message. Called again 12/8, 1pm left a message. Called again today, 12/17, left a message. Just sent an email as well, maybe that is a better method to reach the customer.- [redacted], [redacted].Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Our problem was NOVEMBER 1st (Saturday). The stove did not work! No heat! We received a call on DECEMBER 2nd (not 3rd), a month later! We never received another call on our answering machine until December 17th, and an e-mail later that day. We went and bought a new blower and fuses and had an electrician install the parts. Seriously!! A month to respond to a stove issue in November/December. As I stated in my complaint, at least return the call in a timely manner. Not a month after the fact! I hope other customers don't have to go through this.Final Business Response [redacted] - how would you like me to resolve this?We make hundreds of service appointments every week during the fall. You left a message on a saturday, and we are usually good at call backs. Maybe there was a power outtage and the recording machine lost the message, maybe we did drop the ball, maybe a service tech did call on monday while you were at work? Maybe if it was so urgent you could have called back during normal service hours a day or two after leaving the first message as a follow up with us? Im not sure what else I can do now or how else I can help you?Pellet stoves are UL listed as supplemental heat sources, most insurance companies require the home to have another main heat source, such as a furnace or boiler, so I hope you were not completely without heat. If you truly were without heat and we did not respond in a timely manor, please feel free to call back and fill us in with the situation. We are normal people with children and families, all who like to be warm - we work in this service industry and do our best to keep everyone warm!Thanks,[redacted]

We received poor customer service overall, but most of all were promised, via phone, a full refund for a defective product, yet received only 80%.In the fall of 2014 we visited The Fireplace. The Fireplace encouraged us to purchase a popular wood stove insert model. They did not ask us any essential questions about our heating needs or our house. We were told multiple times by the sales person that the stove would be a "perfect fit." They did not do a site visit.The stove was installed on [redacted] We were immediately dissatisfied with the operation of the stove. The stove had extremely limited heat output and the blower rattled after the second day of operation. Though we have extensive experience heating with wood, we called multiple times for advice, to insure that the limited output of the stove was not due to our improper use. We followed all of the advice that we were given by [redacted] and other associates. Despite this advice the stove was not working properly. We called to schedule a site visit with a technician so we could actually have someone look at the stove and discuss our concerns on site. A visit was scheduled for [redacted] We were given a specific time that the technician would arrive. The technician arrived before the scheduled appointment, thus negating the primary reason for the visit.Due to our overwhelming dissatisfaction, we decided to have the wood stove removed.In a phone conversation with [redacted] we were promised that we would receive a "full refund" for the cost of the stove (stove, door, and surround). On February 14th, an email was sent by [redacted] stating that we would receive only [redacted] Based on the unsatisfactory service we had received by that point, we decided to wait until we had a check in-hand from the company before further complaint about our dissatisfaction with their costumer service. The Fireplace recommended a woodstove without a site visit or asking essential questions about our house and heating needs; we've since realized the absolute necessity of such practices by working with a different wood stove company. Their installation and customer service have been dissatisfactory, including 1) a broken threshold on our house during installation and removal of the stove, 2) denting of our floor with large pieces of clay as the chimney cap was removed, a 3) delay of two and a half weeks in a house visit to see why the stove was not working and 4) a delay of two weeks in removing the non-functional stove. Once we decided to remove the stove we were promised a "full refund," but have only received 80% of that.The installation crew we have worked with at The Fireplace have been very friendly. We our proud to support local businesses, part of our reasoning in choosing to work with The Fireplace, yet our business was not reciprocated with the appropriate service that ensures satisfied customers. The Fireplace had an opportunity to rectify a situation and potential to keep our business through the purchase of a second wood stove. Now, The Fireplace has lost our business.Desired SettlementGiven the above, we request:-Full reimbursement for the cost of the stove, as promised [redacted] (of which [redacted] has already been paid)-Reimbursement of the [redacted] for the wood stove permit, which we paid for, but never received, and cannot apply to the purchase of any future stove[redacted] Compensation to fix our stoop which was broken during installation and removal of the stoveBusiness Response Ms [redacted],This stove was not defective stove, no was it improperly sized for your space. When our technician arrived the stove was running, but was not burning at its peak efficiency due to not properly seasoned wood (which you had acknowledged when we talked earlier in the year). Even with sub-par fuel the house was reported to be above 70 degrees on an average winter day. When going back and forth with you and then your partner via phone calls it became apparent that you two had decided that you really did not like or want that stove. There was nothing wrong with the unit (not a defective stove) and it was providing a proper amount of heat given the fuel being used in it.[redacted], in a phone conversation, and in email, had said that there would be a 20% re-stocking fee on the stove. The stove was used for a season, no way could we re-sell it as a new stove. And having no defects or mechanical problems, we could not send it back to the manufacturer. We would have thought your depositing the refund check would have been acknowledgement of this? Not weeks after depositing it.We will issue a refund check [redacted] for the building permit and the repair of the steps [redacted] We acknowledged damaging the stairs when we were at your house, you had declined to have us make the repair at that time when we were there, but will send you compensation for that as requested.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)We accept The Fireplace's offer to help rectify the situation, although we acknowledge that we and The Fireplace have different recounting of the events.Thank you, in advance, for the [redacted] compensation for our loses.