A E S Hearthplace, Inc

Review: I have a [redacted] electric fireplace that stopped working. I contacted the manufacturer, [redacted] to see if they service the problem. They do not. I explained to them what the problem was, the unit would turn on for approximately 1-2 minutes then click off. [redacted] advised me that the HEATER ASSEMBLY was the issue. They knew right away what the problem was and said it was pretty obvious and a common problem. They did not recommend a local service provider. I contacted AES Hearthplace for the service.

I dropped the unit off on January 10, 2014. I explained to the man at AES what [redacted] told me, the HEATER ASSEMBLY was this problem. AES called me on January 30th stating that my electric heater was fixed. I picked it up that day and paid the bill for $98.18. On February 1, I attempted to turn on the unit and I found that the exact same problem existed. The problem was never fixed. I turned the unit on, and less than 60 seconds, the unit turned off. I did this several times.

On February 1, 2014, I called AES and drove the unit back to AES (45 minutes away from my house). I explained to them what [redacted] had told me, the HEATER ASSEMBLY was the problem. I contacted AES on February 18th to follow up with AES. They advised me that [redacted] was closed for inventory for the week and could not get through with anyone. I have not heard anything from AES as of February 27th, so I called [redacted] and confirmed that they were closed for a week for inventory. They indeed were closed during inventory week last week. I called AES on February 27th and left a message inquiring about our unit. I wanted to know if the product was ordered, or if it was fixed and wanted to know if I am able to pick it up. I received a phone call back on February 28th on my voice mail, AES called me at 4:35, when I was in the grocery store. The shipping manager left a message stating that they ordered the product today, and the product was shipped from [redacted] today. AES advised me that they tried to call [redacted] on February 27th to see what warehouse the shipment was coming from but they could not get a hold of anyone.

I attempted to call AES back at 4:44, but they did not answer. My wife left a message for them this time expressing her disappointment that today, February 28th was the first day that any work was done on my fireplace. According to AES's voice mail, the item was shipped from [redacted] today. Ultimately, for the last 27 days, nothing whatsoever was done in terms of urgency to get my [redacted] fireplace fixed. I contacted [redacted] today for the heck of it, to see if they do have our product. They do, and advised me that they could send it to me as an individual if I wanted. I advised them that AES claims that it shipped today, so I am good to go and do not need them to ship it to me. [redacted] advised me that they would charge me $80.33 for the item to be shipped to me including shipping.

The problem is that my fireplace broke and was delivered to AES in early January and it still has not been fixed. If I did not call on February 27th, I have no doubt that the product would still not have been ordered. Finally, the communication from AES has been nonexistent and is very disappointing. I will not be giving this business my business ever again.Desired Settlement: First, I need my product fixed. Next, I would like a letter apologizing for the delay along with delivery of the fixed product to my house within 14 days. I have already paid $98.18 for a service that was not provided and a product that was not fixed. I want my product fixed free of charge, labor and parts. This is reasonable.

Review: I ordered a fireplace door from AES in late March. Part of the deal was an installer coming to my home prior to order to obtain correct measurements for the door to insure correct fit. The total price for the door was $1400.00. I gave them $1,000.00 deposit at that time on my credit card. I was told the door would take approx. 6 weeks until delivery and installation. After 8 weeks I had not heard from them so I called and they told me there had been a mistake and my order had not gone through. It would be another 6 weeks. My door finally arrived and appointment to install was made on July 23, 2013. The door was installed and at that time it was clear that the door did not fit and would not work. There was a huge gap on the bottom side of the door...about 2 - 3 inches.

I spoke to the manager, ([redacted]) who offered after viewing photos to have a mason come out and do work on my fireplace to make the door fit. At this time I told him that I was not comfortable with that and that since they had my money since April 4, 2013 and I had nothing...I would like to return the door and have my $1,000.00 refunded. [redacted] agreed to this and took my [redacted] over the phone and assured me I would have a credit and they would arrange to come and get the door.

A couple of days later I received an email from [redacted], the owner of AES Hearthplace asking me again to let them bring a mason our to work on our fireplace so that the door would fit. I again told him that I was not interested in that option and the matter had already been resolved by a member of him management team.

Since that time several email have transpired between [redacted] and myself. I have asked him numerous times to comply with the arrangements that I made with his manager. I have explained to him that I am under no obligation to allow him to come into my home and change my fireplace and that I want my money refunded and for them to come and get their door as promised.

[redacted] has refused to refund my money and in his last email he informed me that he has closed out the transaction, meaning he is keeping my money and I am to keep the door because he does not feel he should have to give me my money back for a mistake that can be " fixed easily" according to him.. This is not satisfactory to me at all. I do not feel I am obligated to let them come and do further work on my fireplace when up to this point they have shown me little to have faith in their work.

I have all emails copied and can provide to you if needed.

Thank you!Desired Settlement: I just want my $1,000.00 back and for them to come and get the door.

I ordered a fireplace door from AES in late March. Part of the deal was an installer coming to my home prior to order to obtain correct measurements for the door to insure correct fit. The total price for the door was $1400.00. I gave them $1,000.00 deposit at that time on my credit card. I was told the door would take approx. 6 weeks until delivery and installation. After 8 weeks I had not heard from them so I called and they told me there had been a mistake and my order had not gone through. It would be another 6 weeks. My door finally arrived and appointment to install was made on July 23, 2013. The door was installed and at that time it was clear that the door did not fit and would not work. There was a huge gap on the bottom side of the door...about 2 - 3 inches.

I spoke to the manager, ([redacted]) who offered after viewing photos to have a mason come out and do work on my fireplace to make the door fit. At this time I told him that I was not comfortable with that and that since they had my money since April 4, 2013 and I had nothing...I would like to return the door and have my $1,000.00 refunded. [redacted] agreed to this and took my [redacted] over the phone and assured me I would have a credit and they would arrange to come and get the door.

A couple of days later I received an email from [redacted], the owner of AES Hearthplace asking me again to let them bring a mason our to work on our fireplace so that the door would fit. I again told him that I was not interested in that option and the matter had already been resolved by a member of him management team.

Since that time several email have transpired between [redacted] and myself. I have asked him numerous times to comply with the arrangements that I made with his manager. I have explained to him that I am under no obligation to allow him to come into my home and change my fireplace and that I want my money refunded and for them to come and get their door as promised.

[redacted] has refused to refund my money and in his last email he informed me that he has closed out the transaction, meaning he is keeping my money and I am to keep the door because he does not feel he should have to give me my money back for a mistake that can be " fixed easily" according to him.. This is not satisfactory to me at all. I do not feel I am obligated to let them come and do further work on my fireplace when up to this point they have shown me little to have faith in their work.

I have all emails copied and can provide to you if needed.

Thank you!