American Eagle Fireplace & Playsets

The customer did purchased her [redacted] gas stove from American Eagle Fireplace approximately years ago, while the company was under different ownership (new owner in April 2012)Unfortunately sometime before 2012, the previous owner had decided to stop selling the [redacted] product line (approximately in 2010) As the new owner, I try my very best to service past customers and help them maintain their units, even if it a manufacturer we no longer carry or one that may no longer be in businessPrior to 2014, the customer had not had their unit cleaned or serviced by us since (the manufacturer recommends annual maintenance and service)The unit she has is no longer manufactured Upon speaking with the customer in the Fall of 2014, we did schedule a visit because the unit was not operating properlyI sent a technician to her house, but we were unable to service the unit because it had been running during the day and was too hot to service (despite me asking the customer to make sure the unit was not used that day so we could service it)There was no charge for this service call since we were not able to work on her unit, despite the time a technician spent traveling to her homeWe rescheduled with the customer for a later date Over the course of the next couple weeks we serviced her unit for a couple different problems and replaced a few “generic” parts to keep her unit running and functioning properlyShortly thereafter another problem occurred, and we discovered a piece of her glass frame had deteriorated and broke, allowing air into the unit and causing it to combust improperlyWe then made numerous calls to different distributors to obtain the correct part (making sure it was factory made and not an off-brand replacement part)I had personally left messages for the customer keeping her informed of the research we were doing to try to find her correct partUnfortunately we were not able to locate the correct part that was manufactured by [redacted] through the network of dealers that we useWe then notified the customer that the correct part was not available, we could not “make it work” by using off-brand parts, and offered to sell her a new stove at a significantly reduced price The customer apparently has a solution to the problem from another fireplace company who diagnosed the problem over the phoneAlthough we do not believe a rubber gasket will solve her problem since a metal piece of the door frame is broken, I spoke with the customer and explained why we could not obtain the proper part to fix her unit safely

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The customer is why this company is in business Why make the customer buy the product that this company services at the consumer's extra cost They should guide the customer to the best solution If they don't carry that product, then they need do some research and find out who does and make a referral It does not make sense that the only solution this company offered was to purchase a $3,stove, regardless if it was at a discount or not In today's world, the consumer has little savings and our home addition has not been heated in over a month during the coldest weather This could have been resolved sooner, with less aggravation on all sides What happened to a speedy resolution that I asked when the stove became inoperable? Research on the web shows two other companies that service the *** fireplace It was easy to make a few calls and it was just as easy to find the parts that I needed to repair the fireplace As mentioned their service technicians were fine. *** and *** were great technicians However, it was their service representative, ***, at their store that showed little remorse to our situation Her ONLY solution was to purchase a new fireplace from them
Regards,
*** ***

I had a very positive experience with American Eagle Fireplace & Playsets in ClarenceFrom the first contact with Jim, salesman, to the owner, Tom, who came to our house to measure, to the service crew who installed our new insert, I have nothing but high praise for a job well doneI will, and have recommended them!

The customer did purchased her [redacted] gas stove from American Eagle Fireplace approximately 10 years ago, while the company was under different ownership (new owner in April 2012). Unfortunately sometime before 2012, the previous owner had decided to stop selling the [redacted] product line...

(approximately in 2010).
As the new owner, I try my very best to service past customers and help them maintain their units, even if it a manufacturer we no longer carry or one that may no longer be in business. Prior to 2014, the customer had not had their unit cleaned or serviced by us since 2008 (the manufacturer recommends annual maintenance and service). The unit she has is no longer manufactured.
Upon speaking with the customer in the Fall of 2014, we did schedule a visit because the unit was not operating properly. I sent a technician to her house, but we were unable to service the unit because it had been running during the day and was too hot to service (despite me asking the customer to make sure the unit was not used that day so we could service it). There was no charge for this service call since we were not able to work on her unit, despite the time a technician spent traveling to her home. We rescheduled with the customer for a later date.
Over the course of the next couple weeks we serviced her unit for a couple different problems and replaced a few “generic” parts to keep her unit running and functioning properly. Shortly thereafter another problem occurred, and we discovered a piece of her glass frame had deteriorated and broke, allowing air into the unit and causing it to combust improperly. We then made numerous calls to different distributors to obtain the correct part (making sure it was factory made and not an off-brand replacement part). I had personally left messages for the customer keeping her informed of the research we were doing to try to find her correct part. Unfortunately we were not able to locate the correct part that was manufactured by [redacted] through the network of dealers that we use. We then notified the customer that the correct part was not available, we could not “make it work” by using off-brand parts, and offered to sell her a new stove at a significantly reduced price.
The customer apparently has a solution to the problem from another fireplace company who diagnosed the problem over the phone. Although we do not believe a rubber gasket will solve her problem since a metal piece of the door frame is broken, I spoke with the customer and explained why we could not obtain the proper part to fix her unit safely.