Basic Energy East Fire Place Equipment

Revdex.com:
In reference to complaint ID [redacted]:The [redacted] has very graciously removed the fireplace unit and has refunded us our money. I find that this resolution is satisfactory and this 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.Basic Energy East sent "Jerry" today to correct all issues.  Jerry took his time and repaired...

the unit to my satisfaction.  He also took the time to review all features and explained all operations details.  I consider this issue closed. 
Sincerely,
[redacted]

Review: I purchased a Carlton 46 inch propane fireplace and installation services from Basic Energy East in October 2015. Installation took place over the course of several visits with the bring live to take place on Christmas Eve.

December [redacted] - Installation teams arrived on Christmas eve, they finished installation brought the unit live, missing from the kit were 4 small screws that secured the doors onto the fireplace. The installer indicated he would contact Basic Energy and they would return once the screws arrived. After 8+ calls to the installer requesting updates, I called Basic Energy East and demanded an update and explained how unhappy I was with the entire process. Their installer called me immediately and told me they would be there on Jan [redacted] to complete the job.

Jan. [redacted] - The [redacted] arrives and their team shows up without the screws, the installation lead leaves to buy "screws" and while he is gone his team removes the safety glass to "clean" it and winds up shattering it. They now tell me they have to order a replacement glass and to not use the fireplace until it is replaced, on a brighter note they tell me that the front of the fireplace is now secured(screws) and leave. My 5 year old goes down stairs to look at the fireplace and opens the doors at which time the entire front of the fireplace tips outward... In looking at the "screws" they installed they were the incorrect screws for this install(I verified through the fireplace manufacturer).

Jan [redacted] - I called Basic Energy East and spoke to Jeff who told me he was expediting the glass(1 week). I told him about the incorrect screws that were installed and how the front almost fell off injuring my son, he told me both items would be taken care off immediately.

Jan [redacted] - I called and spoke to Alex at Basic Energy East and was told that due to the snow storm delivery of the glass was delayed and would arrive by Friday......

Feb [redacted] - I called Basic Energy East and requested an update on the glass & mounting hardware and was told it still had not arrived and they had no further information, Jeff would be in at 3pm...

The biggest complaints I have about this company is there lack of urgency & communication. Unless I call them and be a pest I do not hear from them.

I have been unable to use my new fireplace since they broke the front glass. They do not seem to care and I will never use them again nor will I favorably recommend them to anyone looking to buy or service fireplaces or stoves.Desired Settlement: I want them to come out and complete the job to my satisfaction.

Consumer

Response:

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.Basic Energy East sent "Jerry" today to correct all issues. Jerry took his time and repaired the unit to my satisfaction. He also took the time to review all features and explained all operations details. I consider this issue closed.

Sincerely,

Review: We purchased a quadrafire fireplace unit in November of 2014. The [redacted] of the store, [redacted], assured us that it would have no problem heating our home. After it was installed by his team, we tried on numerous occasions to use it, but to no avail. We called [redacted] and he said it might be human error but would come by anyway just to make sure it ran properly. We were happy with this so we waited approximately 2 weeks for him to come by to check it out. When he did, he said he did not have much experience with units like this, but that everything looked ok. He did spend about 30 minutes with us and started a fire with control wood, but the fire died very shortly after he left. We spent several weeks trying everything from different wood,to purchasing a moisture meter, to doing different research of our own including watching the quadrafire video over and over. At a loss, we called him back and he said the chimney might not have been insulated properly so he promised to check the schedule and come over personally and fix the problem. He did call again 2 days later to say that he didn't forget about us and that he'd set up an appointment for us that week. It's been 15 days and no contact. I called his store 2 different times, and 2 different employees kept saying [redacted] was the only one who could help us and that he was away. One employee said he'd be in on a Thursday and then another employee said next Monday. At this point, we feel we have been greatly misled and jerked around enough and just want the unit removed and our money refunded.Desired Settlement: We would like our money refunded please.

Consumer

Response:

In reference to complaint ID [redacted]:The [redacted] has very graciously removed the fireplace unit and has refunded us our money. I find that this resolution is satisfactory and this matter has been resolved.

Sincerely,