I am rejecting this response because:yes in june we went around to the different fireplace business and liked one particular style that came in two sizes at "all brands hearth&spa service"the business wanted us to measure our fireplace but we did not want to in case we measured wrong, [redacted] came out and measured and told us the larger unit would fit,no modifications were even MENTIONED! the smaller unit was never recommended! In august when they came to install we could see it wasn't fitting and I suggested the smaller unit owner told us he would "MAKE IT RIGHT"by making a bracket to fit between the brick and the unit. weeks went by and we had to call them about the bracket.(it seemed when we paid in full they just dropped us)when [redacted] brought out the half inch bracket it did not fix the problem then he came in with a one inch thick bracket which we felt was to far from the brick and again I asked for smaller unit with no answer , we wer told the unit would fit flush. we were disappointed but not rude! after a few times of them trying to make it fit! [redacted] left the bracket with unit so owner could try to make it fit better. the next day my husband called the business because he was afraid it again would be weeks before they would contact us (IF THEY WOULD CONTACT US) it has been us contacting the business. also the business never contacted us a few days after to re-schedule anyway my husbank said you measured wrong and copp up to your measure mistake and put in the smaller unit ,we didn't want anything FREE just a unit that fit,its ridiculous that we would want a unit that to big! and we feel that we were an easy sale and taken advantage of. also the business is so small it couldn't keep stock so all orders should not be special. we again were told the unit would fit that's why we had it ordered.
In June customer was interested in QFI35FB and invited us to measure their fireplace to see if the unit would fit. After Measuring the customers Fireplace in their home and going over the measurements it was determined that the fireplace and panel would need some modification in order for the larger...
unit to fit. The smaller unit QFI30FB was recommended however the customer wanted the larger unit and made representation that he was not informed of the price difference of the modifications and that the rep told him they would all be included in the price. After further conversation and again informing the customer of our recommendations that the smaller unit would be the better choice, They were adamant on only being interested in the larger unit, I gave authorization to waive the $500 dollar modifications if that was what the customer wanted. The customer agreed to the terms and conditions as set forth in our sales agreement with the understanding of the panel and fireplace modifications and signed and initialed where appropriate and the stove was ordered and state voucher secured. We installed the unit making the fireplace modifications and once installed measured for the panel to be altered and a back piece made. When we returned , the customer was not happy with the thickness of the back piece so we agreed to make further modifications to make it thinner at no charge and explained that the unit would only go back so far and that we would return with two different thinner thicknesses to see which one would work better. The customer got very upset that the smaller thickness would not work and refused to let the tech install the Medium one that would and asked him rudely to leave. A few days after that we called Customer to reschedule for owner to go back out and the customer declined and demanded the smaller stove now be installed free of charge or give him his money back . As our sales Agreement states and they initialed: ( Special Order merchandise (those items not in stock at time of contract date) is not subject to refund and is non-returnable ). The unit was functioning and in good working order when we left. We are willing to install the back piece as we agreed and have special made for his install . We will not however condone rudeness or intimidation .
I am rejecting this response because:yes in june we went around to the different fireplace business and liked one particular style that came in two sizes at "all brands hearth&spa service"the business wanted us to measure our fireplace but we did not want to in case we measured wrong, [redacted] came out and measured and told us the larger unit would fit,no modifications were even MENTIONED! the smaller unit was never recommended! In august when they came to install we could see it wasn't fitting and I suggested the smaller unit owner told us he would "MAKE IT RIGHT"by making a bracket to fit between the brick and the unit. weeks went by and we had to call them about the bracket.(it seemed when we paid in full they just dropped us)when [redacted] brought out the half inch bracket it did not fix the problem then he came in with a one inch thick bracket which we felt was to far from the brick and again I asked for smaller unit with no answer , we wer told the unit would fit flush. we were disappointed but not rude! after a few times of them trying to make it fit! [redacted] left the bracket with unit so owner could try to make it fit better. the next day my husband called the business because he was afraid it again would be weeks before they would contact us (IF THEY WOULD CONTACT US) it has been us contacting the business. also the business never contacted us a few days after to re-schedule anyway my husbank said you measured wrong and copp up to your measure mistake and put in the smaller unit ,we didn't want anything FREE just a unit that fit,its ridiculous that we would want a unit that to big! and we feel that we were an easy sale and taken advantage of. also the business is so small it couldn't keep stock so all orders should not be special. we again were told the unit would fit that's why we had it ordered.
In June customer was interested in QFI35FB and invited us to measure their fireplace to see if the unit would fit. After Measuring the customers Fireplace in their home and going over the measurements it was determined that the fireplace and panel would need some modification in order for the larger...
unit to fit. The smaller unit QFI30FB was recommended however the customer wanted the larger unit and made representation that he was not informed of the price difference of the modifications and that the rep told him they would all be included in the price. After further conversation and again informing the customer of our recommendations that the smaller unit would be the better choice, They were adamant on only being interested in the larger unit, I gave authorization to waive the $500 dollar modifications if that was what the customer wanted. The customer agreed to the terms and conditions as set forth in our sales agreement with the understanding of the panel and fireplace modifications and signed and initialed where appropriate and the stove was ordered and state voucher secured. We installed the unit making the fireplace modifications and once installed measured for the panel to be altered and a back piece made. When we returned , the customer was not happy with the thickness of the back piece so we agreed to make further modifications to make it thinner at no charge and explained that the unit would only go back so far and that we would return with two different thinner thicknesses to see which one would work better. The customer got very upset that the smaller thickness would not work and refused to let the tech install the Medium one that would and asked him rudely to leave. A few days after that we called Customer to reschedule for owner to go back out and the customer declined and demanded the smaller stove now be installed free of charge or give him his money back . As our sales Agreement states and they initialed: ( Special Order merchandise (those items not in stock at time of contract date) is not subject to refund and is non-returnable ). The unit was functioning and in good working order when we left. We are willing to install the back piece as we agreed and have special made for his install . We will not however condone rudeness or intimidation .