Initial Business Response /* (1000, 7, 2015/08/03) */
Interesting that you fail to mention the fact that we let you use the wrong doors as well as the gas fireplace system that we installed for you all winter. Which you still have not paid for.
You also forget to mention the fact that we gave...
you a considerable discount for not paying by Credit Card during the initail purchase & that it was agreed that you would not pay the balance by credit card at that time.
We have done everything within our control to take care of the problem created by the Mfgr. sending us the wrong item.
We honored our deal and when we came out to finish the job you told me youu were only paying the balance by credit card so you could later dispute the charge?
Of course I refused to take a credit card for the balance?
[redacted]
Owner A Cozy Fireplace
Initial Consumer Rebuttal /* (3000, 9, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, look at all the reviews done on this business. [redacted] pages, etc. They will tell you just how poorly run and how bad they treat their customers.
Second, the manufacturer suggested I keep the doors until the end of "burn season", since the whole reason I ordered them was to keep from losing heat.
Third, I was never given a discount because we agreed to a cash deal. I attempted to pay with credit card, twice, for the initial down payment. But, as per store policy, lie to the customer at all cost. First, I was told but salesman Rich, "we are a mom and pop store, so the fees from credit card would hurt". the second time, my wife and I were told that there was something wrong with the phone connection so credit card payments weren't going through.
Fourth, when you finally came out to finish the job 6 months late and I had enough of your lies and incompetence, I said I was paying with credit card to protect myself. The owner [redacted] suggested that I would dispute the charges. I never once even mentioned anything about disputing charges. You could have asked your installer [redacted] had he not tired of dealing with your angry customers so he quit.
Fifth, the only reason you took $200 off a $2500 job is because you installed the wrong doors.
Lastly, fireplace doors were finally installed on July 31 and credit card payment was called in to Stoll an hour after installation. Must be hard to keep all the lies straight.
Final Consumer Response /* (3000, 12, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First let me once again say how sorry I am that your door came in wrong in the first place.
Second, again we did everything we could to help you get thru the winter with a fully functioning fireplace. It was my idea ( not the Mfgr ) to let you use this stuff without paying the balance. How could the door Mfgr tell you to use product not supplied by them for free all winter? Only I could and did do that for you.
As for the rest of your accusations the end result is you have your correct product that you ordered at a discounted price for your troubles.
Please enjoy them and call someone else next time you need something for your fireplace.
Action speaks louder than words & our actions show you were in fact taken care of.
[redacted]
Owner
A Cozy Fireplace
In response to our customer regarding their fan noise complaint. I sent my store manager as well as a Rep from [redacted] and both of them told this customer that the noise they were hearing was normal. Not willing to accept that answer, they insisted that we replace the fans and we agreed to do...
this. Replacement fans were ordered before Christmas. Because [redacted] is a manufacturer they were closed between Christmas and New years. Once we received the fans we called the customer, and at great expense to us we sent a repair man out on a Sunday to replace the fans. Now the customer has brought to our attention another issue that may have been caused by there own activities and we have agreed to take care of this as well. The necessary parts for this repair are now on order and we will be contacting them as soon as these parts come in. We always take care of our customers, especially when it involves warranty issues. Yes there was a delay because of the holiday, but they were taken care of as soon as the parts were received. [redacted] President A [redacted] Fireplace
Initial Business Response /* (1000, 7, 2015/08/03) */
Interesting that you fail to mention the fact that we let you use the wrong doors as well as the gas fireplace system that we installed for you all winter. Which you still have not paid for.
You also forget to mention the fact that we gave...
you a considerable discount for not paying by Credit Card during the initail purchase & that it was agreed that you would not pay the balance by credit card at that time.
We have done everything within our control to take care of the problem created by the Mfgr. sending us the wrong item.
We honored our deal and when we came out to finish the job you told me youu were only paying the balance by credit card so you could later dispute the charge?
Of course I refused to take a credit card for the balance?
[redacted]
Owner A Cozy Fireplace
Initial Consumer Rebuttal /* (3000, 9, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, look at all the reviews done on this business. [redacted] pages, etc. They will tell you just how poorly run and how bad they treat their customers.
Second, the manufacturer suggested I keep the doors until the end of "burn season", since the whole reason I ordered them was to keep from losing heat.
Third, I was never given a discount because we agreed to a cash deal. I attempted to pay with credit card, twice, for the initial down payment. But, as per store policy, lie to the customer at all cost. First, I was told but salesman Rich, "we are a mom and pop store, so the fees from credit card would hurt". the second time, my wife and I were told that there was something wrong with the phone connection so credit card payments weren't going through.
Fourth, when you finally came out to finish the job 6 months late and I had enough of your lies and incompetence, I said I was paying with credit card to protect myself. The owner [redacted] suggested that I would dispute the charges. I never once even mentioned anything about disputing charges. You could have asked your installer [redacted] had he not tired of dealing with your angry customers so he quit.
Fifth, the only reason you took $200 off a $2500 job is because you installed the wrong doors.
Lastly, fireplace doors were finally installed on July 31 and credit card payment was called in to Stoll an hour after installation. Must be hard to keep all the lies straight.
Final Consumer Response /* (3000, 12, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First let me once again say how sorry I am that your door came in wrong in the first place.
Second, again we did everything we could to help you get thru the winter with a fully functioning fireplace. It was my idea ( not the Mfgr ) to let you use this stuff without paying the balance. How could the door Mfgr tell you to use product not supplied by them for free all winter? Only I could and did do that for you.
As for the rest of your accusations the end result is you have your correct product that you ordered at a discounted price for your troubles.
Please enjoy them and call someone else next time you need something for your fireplace.
Action speaks louder than words & our actions show you were in fact taken care of.
[redacted]
Owner
A Cozy Fireplace
In response to our customer regarding their fan noise complaint. I sent my store manager as well as a Rep from [redacted] and both of them told this customer that the noise they were hearing was normal. Not willing to accept that answer, they insisted that we replace the fans and we agreed to do...
this. Replacement fans were ordered before Christmas. Because [redacted] is a manufacturer they were closed between Christmas and New years. Once we received the fans we called the customer, and at great expense to us we sent a repair man out on a Sunday to replace the fans. Now the customer has brought to our attention another issue that may have been caused by there own activities and we have agreed to take care of this as well. The necessary parts for this repair are now on order and we will be contacting them as soon as these parts come in. We always take care of our customers, especially when it involves warranty issues. Yes there was a delay because of the holiday, but they were taken care of as soon as the parts were received. [redacted] President A [redacted] Fireplace