Bon Air Hearth Porch and Patio

Revdex.com: I have reviewed the message made by the business in reference to complaint ID [redacted] , and have determined that after this response, I will no longer waste anymore time or effort in responding to the ridiculous jargon from Bon Air Hearth, Porch & Patio (BAHPP) in response to my complaint The basis for the service call was that logs were performing inconsistently BAHPP offered a solution to fix the issue, the solution didn't work The same solution was perfomed by the BAHPP technician on 12/18/ After being charged by the business $for a solution that didn't work for me and subsequently didn't work for BAHPP either, that was the basis for my complaint I had no problem paying for service call, IF the service called satisfactorly fixed the issue A reasonable consumer would believe they are paying for satisfactory service performed.It's obvious that BAHPP doesn't quite understand customer service It was the manufacturer ( [redacted] ) who told the BAHPP technician ( [redacted] ) that the complete remote system ( [redacted] ) that was replaced was under warranty This was a gesture by the manufacturer, I did not ask for it The technician later referred that message to me The technician was well aware that I was ready to pay for any parts, but was unwilling to pay for the labor, unless it exceeded hour See my original complaint, I stated I would pay for any additional labor over the hour that was previously paid, but didn't solve the probelm The service call that fixed the solution was a little under an hour It makes me wonder, if nothing was broken, then why was the complete remote system replaced I can't help that Ms [redacted] doesn't comprehend that no specific times were provided for the so-called appointments that I cancelled Most businesses would be appreciative that a customer proactively communicated to a business not to send a technician on a non-guaranteed service call Both of these were left as, if the technician has time to come to residence after fulfilling all other scheduled appointment, he would come to residence My account is confirmed by Ms [redacted] 's last 4-sentences Regards, Michael [redacted]

To Whom It May Concern: With all due respect Mr [redacted] has his facts wrong His log set was working when my service man leftAs I tried to explain to Mr [redacted] we cannot fix what is not broken Mr [redacted] continues to harp on the service call charge of $ That is our standard service call and as I explained to Mr [redacted] , my service man was not beamed there There are a great many factors that go into having a service man on the road (i.evehicle, gas, taxes, licenses,payroll, etc.) The charge is not determined by the amount of time spent in the house Also what Mr [redacted] fails to remember is that we came back a second time and replaced a complete remote system that was not under warranty The manufacturer has agreed to send us a new remote as we used one off our truck, but they do not intend to pay the labor to replace the remote that was not under warranty We did not charge Mr [redacted] for that service call I would also like to set forth a few facts Mr [redacted] has had these logs since November He did not require any service until December As stated before two service calls were scheduled that Mr [redacted] cancelled as he said the logs were working When he determined we did need to come out he got upset because my service man was not sitting here on a bench waiting for his call We get to all our customers as soon as we can, but we do not take someone off the schedule to put someone else on the schedule Please feel free to contact me if you need additional information We keep copious records*** [redacted] ** [redacted] ** [redacted]

Revdex.com spoke with *** from the businessThis customer's logs were no longer under warrantyHe did make service call appointments and then canceled them but he attempted to make a third and the business was not able to get out on the day he wantedthey were able to get the logs working when they
did go out but the manufacturer has decided to replace the remote as a gesture of good will

Revdex.com:
I have reviewed the feedback made by the *** of the business in reference to complaint ID***, and while there has been satisfactory resolution regarding the operation of my gas logs, I find the response made by Ms*** *** unsatisfactory and without merit. First, the basis of my complaint was that I paid $for an 18-minute service call during which nothing was done that I hadn't already done at Bon Air Hearth, Porch & Patio 's request and the gas logs were still left inconsistently inoperable. Second, I was surprised that Ms*** alleges that I cancelled two (2) service calls, as I was never advised that any specific appointments had been scheduled. Third, I was advised by the Bon Air Hearth, Porch & Patio technician that the manufacturer claimed that the issue (replacement of the remote control brains) was covered under warranty. Thus, Ms***'s response to the Revdex.com was at best evidence of her confusion or at worst a misrepresentation of the facts.It is worth mentioning that after receiving no communication from Bon Air Hearth, Porch & Patio for over a two (2) week period, I took it upon myself to contact the manufacturer directly to pursue resolution. But not for my effort, I believe I would still be waiting for resolution. I made this complaint in the interest of protecting other consumers from businesses that don't provide good customer service. Given my after purchase experience with Bon Air Hearth, Porch & Patio, the response that was provided to the Revdex.com, and in the responses (or lack thereof) I have received from the business, a red flag clearly should be raised to indicate lack of customer service focus the business has.
Regards,
*** ***

Revdex.com:
I have reviewed the message made by the business in reference to complaint ID[redacted], and have determined that after this response, I will no longer waste anymore time or effort in responding to the ridiculous jargon from Bon Air Hearth, Porch & Patio (BAHPP) in response to my complaint.  The basis for the service call was that logs were performing inconsistently.  BAHPP offered a solution to fix the issue, the solution didn't work.  The same solution was perfomed by the BAHPP technician on 12/18/2014.  After being charged by the business $125 for a solution that didn't work for me and subsequently didn't work for BAHPP either, that was the basis for my complaint.  I had no problem paying for service call, IF the service called satisfactorly fixed the issue.  A reasonable consumer would believe they are paying for satisfactory service performed.It's obvious that BAHPP doesn't quite understand customer service.  It was the manufacturer ([redacted]) who told the BAHPP technician ([redacted]) that the complete remote system ([redacted]) that was replaced was under warranty.  This was a gesture by the manufacturer, I did not ask for it.  The technician later referred that message to me.  The technician was well aware that I was ready to pay for any parts, but was unwilling to pay for the labor, unless it exceeded 1 hour.  See my original complaint, I stated I would pay for any additional labor over the 1 hour that was previously paid, but didn't solve the probelm.  The service call that fixed the solution was a little under an hour.  It makes me wonder, if nothing was broken, then why was the complete remote system replaced.    I can't help that Ms. [redacted] doesn't comprehend that no specific times were provided for the so-called appointments that I cancelled.  Most businesses would be appreciative that a customer proactively communicated to a business not to send a technician on a non-guaranteed service call.  Both of these were left as, if the technician has time to come to residence after fulfilling all other scheduled appointment, he would come to residence.  My account  is confirmed by Ms. [redacted]'s last 4-5 sentences.   
Regards,
Michael [redacted]

To Whom It May Concern:
With all due respect Mr. [redacted] has his facts wrong.  His log set was working when my service man left. As I tried to explain to Mr. [redacted] we cannot fix what is not broken.  Mr. [redacted] continues to harp on the service call charge of $125.00.  That is our standard service call and as I explained to Mr. [redacted], my service man was not beamed there.  There are a great many factors that go into having a service man on the road (i.e. vehicle, gas, taxes, licenses,payroll, etc.)  The charge is not determined by the amount of time spent in  the  house.  Also what Mr. [redacted] fails to remember is that we came back a second time and replaced a complete remote system that was not under warranty.  The manufacturer has agreed to send us a new remote as we used one off our truck, but they do not intend to pay the labor to replace the remote that was not under warranty.  We did not charge Mr. [redacted] for that service call.  I would also like to set forth a few facts.  Mr. [redacted] has had these logs since November 2010.  He did not require any service until December 2014.  As stated before two service calls were scheduled that Mr. [redacted] cancelled as he said the logs were working.  When he determined we did need to come out he got upset because my service man was not sitting here on a bench waiting for his call.  We get to all our customers as soon as we can, but we do not take someone off the schedule to put someone else on the schedule.  Please feel free to contact me if you need additional information.  We keep copious records.
[redacted]
** 
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
[redacted]
[redacted]

Review: I purchased and had installed a set of [redacted] vent free gas logs w/remote control back on 12/16/10 from Bon Air Hearth, Porch and Patio.

After four (4) years of non-problematic use of my gas logs, I started experiencing irregular operation with the gas logs and contacted Bon Air Hearth, Patio and Porch around the end of November 2014. A recommendation was provided by Bon Air Hearth to take a can of compressed air and try to clean or remove any debris or dust around the oxygen depletion (ODS) sensor. This recommendation was very much appreciated, especially if the recommendation fixed the problem and saved me from paying for a non-needed service call. I made three (3) individual attempts (different days) of trying this recommendation, however after initially appearing to resolve the issue, it became apparent it did not. During my attempts to clean the ODS sensor, Bon Air Hearth made a good faith effort to fit me in on 2 separate occasions to service the logs, prior to arriving at the projected unguaranteed appointment time, I proactively communicated with Bon Air Hearth to cancel the service calls because it appeared my gas log set were functioning properly. Unfortunately, not being an expert with the intricacies of gas log technical operation, it became apparent that I was still in need of professional service for the gas log set. I would like to reiterate that on both of the occasions that I cancelled there were NO defined times and there were NO guarantees provided by Bon Air Hearth that their schedules would allow them to service my logs on these 2 specific attempts. This was my attempt to work with Bon Air Hearth and having an understanding of how busy they were at the time of the year.

On 12/18/14, Bon Air Hearth made a scheduled service call (defined date/time) which lasted a whole 18 minutes at a cost of $125. The service call consisted of the technician blowing out the ODS sensor with canned air and cleaning the ground wire screw. The only other thing the technician did was to remove the roughly 7" x 9" aluminum instructions (FOR YOUR SAFETY READ BEFORE LIGHTING) that came with the logs from underneath/behind the log set. In the end, the service call did not resolve the problem I am experiencing, which was the irregularity of the operation of the logs and I contacted Bon Air Hearth on the same date to inform Bon Air Hearth that the service call did not resolve or fix the problem. In fact, I even voiced my displeasure that I paid $125 for a service call that didn't fix the issue and that the only different type of service that was provided was the cleaning of a screw (ground wire screw). In a later e-mail the [redacted] of Bon Air Hearth stated that they can't have their technician sit at my house for an 8-hour period to intermittently test my gas logs. If I paid the $125 per hour charge, then one might assume I get the whole 1 hour to ensure the gas logs were working consistently and properly before leaving.

I was then told Bon Air Hearth would contact the manufacturer ([redacted]) and get back with me. I proceeded to leave a message for the [redacted] at Bon Air Hearth on 12/23/14 around 4 PM ET for a status update because I had heard nothing since the 12/18/14 call. As of today (1/2/15) after speaking directly with the [redacted], I was informed that he was unaware of any contact from Bon Air Hearth.

It is my understanding that the gas log set purchased comes with a limited 5-year warranty parts/labor warranty, unfortunately I would believe most customers do not know what is or is not covered. I may or may not have a warranty issue, but Bon Air Hearth has not been too forthright as to what is or isn't covered under the warranty, other than the burner is covered for 5-years.

Here is current problem**Using the remote, I try to turn on the logs, the pilot light will come on. As the remote mechanism makes an attempt to go to the on position to ignite the propane, the pilot light would go out. At one point, this occurred 8-10 in a row. After a few days I tried to light the log set again and after a couple of attempts, the logs came on. This occurred at least once while the technician from Bon Air Hearth was making the service call on 12/18/14. However, after trying to light the gas log set after the service call later that day, the logs came on, stayed on for about 5-10 minutes and then just shut off by itself. After a repeat of this (and I have video proof of the problem), I have not used the logs again.

In the end, any reasonable person might see that unless I am a new customer buying from Bon Air Hearth, the interest to service what they sold isn't there.Desired Settlement: Finish the job . .I do not expect to pay any additional labor (unless it takes longer than 1 hour to resolve) since I already paid for service that did not resolve the intended purpose of the service call. If covered under any warranty where the consumer is not required to pay for parts/services rendered, then refund the $125 service call fee less any applicable mileage reimbursement from Bon Air Hearth to my place of residence. In Bon Air Hearth wishes not to have to service me, then have Bon Air Hearth make necessary arrangements to have an authorized service dealer of [redacted] act as a subcontractor to finish the job and refund my money, less mileage at federal rates.

Business

Response:

Revdex.com spoke with [redacted] from the business. This customer's logs were no longer under warranty. He did make 2 service call appointments and then canceled them but he attempted to make a third and the business was not able to get out on the day he wanted. they were able to get the logs working when they did go out but the manufacturer has decided to replace the remote as a gesture of good will.

Consumer

Response:

I have reviewed the feedback made by the [redacted] of the business in reference to complaint ID[redacted], and while there has been satisfactory resolution regarding the operation of my gas logs, I find the response made by Ms. [redacted] unsatisfactory and without merit. First, the basis of my complaint was that I paid $125 for an 18-minute service call during which nothing was done that I hadn't already done at Bon Air Hearth, Porch & Patio 's request and the gas logs were still left inconsistently inoperable. Second, I was surprised that Ms. [redacted] alleges that I cancelled two (2) service calls, as I was never advised that any specific appointments had been scheduled. Third, I was advised by the Bon Air Hearth, Porch & Patio technician that the manufacturer claimed that the issue (replacement of the remote control brains) was covered under warranty. Thus, Ms. [redacted]'s response to the Revdex.com was at best evidence of her confusion or at worst a misrepresentation of the facts.It is worth mentioning that after receiving no communication from Bon Air Hearth, Porch & Patio for over a two (2) week period, I took it upon myself to contact the manufacturer directly to pursue resolution. But not for my effort, I believe I would still be waiting for resolution. I made this complaint in the interest of protecting other consumers from businesses that don't provide good customer service. Given my after purchase experience with Bon Air Hearth, Porch & Patio, the response that was provided to the Revdex.com, and in the responses (or lack thereof) I have received from the business, a red flag clearly should be raised to indicate lack of customer service focus the business has.

Regards,

Business

Response:

To Whom It May Concern: