Complaint: ***
I am rejecting this response because:
On 9/11/they only worked on one fireplace and have not corrected the issue with the 2nd oneI am still waiting for them to come back. As of 9/28/17, I have not heard from Webco on this issue. The weather has not allowed me to even use the fireplace that has so called been repaired because it has been in the 90's. It was installed in a new home build which was completed in April of 2016. We moved in at that time and didn't even begin using the fireplace until late November when the issues began right away. Anyone who has a one year warranty should be able to use their product more than two to three times before the warranty expires, IF it's a quality product. Since then, they have come out numerous times and some of those times were after multiple calls, After the salesman, then *** over Service. If it were a quality product, it would NOT be happening on both fireplaces. One of the times that the technician did come out, he worked on the bedroom fireplace which happened to te the SECOND time I used it and it made a horrible grinding noise. It turned out to be the bearing. Seriously, on a NEW fireplace? My husband is the one who made the determination and the tech had to come back again with a bearing. I started using it again, just to have it turn off and on againJust like the fireplace in the living area. Again, they returned, yes, probably past the warrantyHowever, you don't normally use a fireplace in 70+ degree weather and that's how long it took them to get back. I haven't used either of my fireplaces very much at all since we've been here in April of 2016. If I only use it in the colder months, and it doesn't work properly, then of course I'm going to call themAnd if they take weeks upon weeks upon weeks to respond, of course it's going to be Spring and Summer again. Dang right they shouldn't charge me and the warranty should be unlimited because I GUARANTEE this won't be the last time we will have the same issues with these fireplaces. Again, they were here on 9/11/and only so called repaired one fireplace. It's been in the 90's and I'm not going to turn my fireplace on in this weather. The 2nd fireplace has not been repaired and the tech was supposed to come back. Hello? Where are you? Haven't heard from you. If they would've responded in a promptly time, I would have been using my fireplaces in the cooler weather to see if their repairs worked. How 'bout it Webco, when are you going to repair my 2nd fireplace and when I use them in November (or when weather permitting) and they don't work again, is it going to take you another months to respond after I make another several attempts to contact you like before? I want my fireplaces repaired, prompt service and unlimited warranty. They are the ones who didn't respond in a timely manner. And apparently...it hasn't changed. Still waiting!!
Regards,
*** ***
Webco Distributing Company[redacted]Revdex.com Corporate Office [redacted]Austin, TX [redacted]Fax: [redacted]9/21/17Dear Ms. [redacted],This is in response to your letter we received on 9/15/17 regarding Revdex.com Complaint ID :[redacted].We regret that the...
customer has had a difficult experience with the fireplaces that we installed in good faith. We do our best to carry and install quality fireplaces because that make good business sense - we want our customers to be satisfied with the product and it would be counterproductive to sell fireplaces that request constant maintenance since we install several hundred fireplaces a year. We honor the manufacturer's one year warranty on the products we sell. For this consumer we have already extended the warranty 9 months beyond its expiration date of 12/2016, since this particular case in unusual. WE have been in contact with the manufacturer on behalf of the customer to find a resolution. The manufacturer sent a new and improved component that was installed on 9/11/17 at no charge to the customer. After installation the units were working according to manufacturer's standards.Sincerely,Webco Distributing Company
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.
Thank you for your efforts to resolve this dispute. Unfortunately it seems that Webco or some its employees prefer to dodge the issue and deny their accountability rather than good customer service practice and business integrity. The true relevant facts are summarized below. My general contractor was involved and can provide testimony via an affidavit. 1. Webco's salesman [redacted] was invited to our job site to propose on an outdoor fireplace. Originally it was to be a wood-burning unit but [redacted] recommended a ventless gas log system. He did not have any brochures with him but did provide a drawing for the mason to work with while he was doing the stone work. 2. I specifically told [redacted] that I had gas log fireplaces in homes in WA and ID and was specific in saying that a Majestic model with real looking hand painted split oak gas logs wood be acceptable. I went to the Majestic website and identified the real looking oak logs that would be acceptable. 3. [redacted] emailed me and said that Webco did not stock the desired product but could get it in a few weeks. He requested full prepayment of $2400. I emailed back and said this would be acceptable if it was the same unit represented on the Majestic website and the same model I had installed in my other homes. It is easy to have a cheap looking ceramic log set and [redacted] was adamant that he knew what we wanted and the price frankly reflected this. I did not sign a purchase order nor receive any further documentation from Webco. They were very unprofessional in documenting the order. 4. The box with attached burner were delivered by a service person but not hooked up. [redacted] was aware that the mason work was to be finished before the gas lines were hooked up (gas was never hooked up nor was the burner ever turned on). Therefore there was never a safety issue as Webco now claims. 5. Later their service man returned with the log set. My contractor (and frankly the service man) and myself all commented that the log set was fake, possibly first generation, not hand painted charred split oak that was represented when [redacted] requested prepayment. It was totally and immediately rejected as unacceptable. 6. I started a long series of emails requesting that Webco remedy this situation. It was never explained to me that there was a no return policy or that the system consisted of the log set, burner and box (although that is not always the case). [redacted] refused to even discuss this problem and was intent on ignoring a clear case of bait and switch. I have never seen such a poor customer service behavior in all my years of owning small businesses. 7. I had the burner and logs professionally removed by a local fireplace company and a fireman and returned to Webco. The box had been installed by the mason and as [redacted] well knew could not be removed. 8. My contractor and I both had communication with Darrel [redacted] the owner of Webco and discussed settling this matter so that Webco's business reputation would not be badly tarnished and we could get some economic relief to cover the cost of fixing the problem. He appeared to consider a partial refund. We proposed in writing 50% or $1300 refund but nothing has happened and unbelievably their personnel continue to blame me the customer and keep my $2400 and the returned product. 9. In discussing this matter with the Warranty team at Majestic/Vermont Casting and in recognition that I have purchased a total of three units like what I thought I was getting, it was explained that a return should have been facilitated. 10. Finally, the no return/it's all a system policy reported later by [redacted] was never explained nor agreed upon at the outset. The metal firebox is a minor cost component and the proposed settlement reflects its value. Thank you for your mediation of this dispute with the hope that future litigation expense and further damage to Webco's business can be avoided. At this stage I would still accept the 50% refund proposal and refrain from poor business reviews on the Internet. But at this stage it is a matter of integrity and equitable resolution. Thank you [redacted] Sent from my iPad
Regards,
[redacted]
12/31/2015To Whom It May Concern,This is in response to a complaint submitted by an unhappy customer.The system ordered by the customer does look like the picture on Majestic's website. We can'tbe sure what system he actually viewed on their website. The system is installed in two phases,but still...
remains one system. Majestic does not offer any other logs or burner to go with thatparticular system. The customer was told this several times, but refused to hear that. He neverasks to return the whole system. If that had been the case, we would have gladly given him afull refund. He simply removed the burner from the system and returned it along with the logs,but kept the box, expecting to receive a refund. The burner and logs are useless by themselves.We explained to him and are quite concerned for his safety, the safety of his home, or futurehome owners, now that the burner and logs have been removed; the system is no longer UL &AGA approved, and a potential fire hazard if he has had burner and logs not approved for thatsystem installed.We would have been happy to install a different set of gas logs if that option had beenavailable, unfortunately no other log options are available through Majestic with the system heordered. In essence it's like someone ordering a Ford pickup, but wanting Toyota seats installedin it. When Ford refuses he removes the seats himself and finds someone to install Toyotaseats, taking the seats back to the Ford dealership expecting a refund.We strive to please our customers; unfortunately there are certain guidelines we have to followfor safety reasons, making it impossible to please everyone all the time.Sincerely,[redacted]Office Manager
Complaint: ***
I am rejecting this response because:
On 9/11/they only worked on one fireplace and have not corrected the issue with the 2nd oneI am still waiting for them to come back. As of 9/28/17, I have not heard from Webco on this issue. The weather has not allowed me to even use the fireplace that has so called been repaired because it has been in the 90's. It was installed in a new home build which was completed in April of 2016. We moved in at that time and didn't even begin using the fireplace until late November when the issues began right away. Anyone who has a one year warranty should be able to use their product more than two to three times before the warranty expires, IF it's a quality product. Since then, they have come out numerous times and some of those times were after multiple calls, After the salesman, then *** over Service. If it were a quality product, it would NOT be happening on both fireplaces. One of the times that the technician did come out, he worked on the bedroom fireplace which happened to te the SECOND time I used it and it made a horrible grinding noise. It turned out to be the bearing. Seriously, on a NEW fireplace? My husband is the one who made the determination and the tech had to come back again with a bearing. I started using it again, just to have it turn off and on againJust like the fireplace in the living area. Again, they returned, yes, probably past the warrantyHowever, you don't normally use a fireplace in 70+ degree weather and that's how long it took them to get back. I haven't used either of my fireplaces very much at all since we've been here in April of 2016. If I only use it in the colder months, and it doesn't work properly, then of course I'm going to call themAnd if they take weeks upon weeks upon weeks to respond, of course it's going to be Spring and Summer again. Dang right they shouldn't charge me and the warranty should be unlimited because I GUARANTEE this won't be the last time we will have the same issues with these fireplaces. Again, they were here on 9/11/and only so called repaired one fireplace. It's been in the 90's and I'm not going to turn my fireplace on in this weather. The 2nd fireplace has not been repaired and the tech was supposed to come back. Hello? Where are you? Haven't heard from you. If they would've responded in a promptly time, I would have been using my fireplaces in the cooler weather to see if their repairs worked. How 'bout it Webco, when are you going to repair my 2nd fireplace and when I use them in November (or when weather permitting) and they don't work again, is it going to take you another months to respond after I make another several attempts to contact you like before? I want my fireplaces repaired, prompt service and unlimited warranty. They are the ones who didn't respond in a timely manner. And apparently...it hasn't changed. Still waiting!!
Regards,
*** ***
Webco Distributing Company[redacted]Revdex.com Corporate Office [redacted]Austin, TX [redacted]Fax: [redacted]9/21/17Dear Ms. [redacted],This is in response to your letter we received on 9/15/17 regarding Revdex.com Complaint ID :[redacted].We regret that the...
customer has had a difficult experience with the fireplaces that we installed in good faith. We do our best to carry and install quality fireplaces because that make good business sense - we want our customers to be satisfied with the product and it would be counterproductive to sell fireplaces that request constant maintenance since we install several hundred fireplaces a year. We honor the manufacturer's one year warranty on the products we sell. For this consumer we have already extended the warranty 9 months beyond its expiration date of 12/2016, since this particular case in unusual. WE have been in contact with the manufacturer on behalf of the customer to find a resolution. The manufacturer sent a new and improved component that was installed on 9/11/17 at no charge to the customer. After installation the units were working according to manufacturer's standards.Sincerely,Webco Distributing Company
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.
Thank you for your efforts to resolve this dispute. Unfortunately it seems that Webco or some its employees prefer to dodge the issue and deny their accountability rather than good customer service practice and business integrity. The true relevant facts are summarized below. My general contractor was involved and can provide testimony via an affidavit. 1. Webco's salesman [redacted] was invited to our job site to propose on an outdoor fireplace. Originally it was to be a wood-burning unit but [redacted] recommended a ventless gas log system. He did not have any brochures with him but did provide a drawing for the mason to work with while he was doing the stone work. 2. I specifically told [redacted] that I had gas log fireplaces in homes in WA and ID and was specific in saying that a Majestic model with real looking hand painted split oak gas logs wood be acceptable. I went to the Majestic website and identified the real looking oak logs that would be acceptable. 3. [redacted] emailed me and said that Webco did not stock the desired product but could get it in a few weeks. He requested full prepayment of $2400. I emailed back and said this would be acceptable if it was the same unit represented on the Majestic website and the same model I had installed in my other homes. It is easy to have a cheap looking ceramic log set and [redacted] was adamant that he knew what we wanted and the price frankly reflected this. I did not sign a purchase order nor receive any further documentation from Webco. They were very unprofessional in documenting the order. 4. The box with attached burner were delivered by a service person but not hooked up. [redacted] was aware that the mason work was to be finished before the gas lines were hooked up (gas was never hooked up nor was the burner ever turned on). Therefore there was never a safety issue as Webco now claims. 5. Later their service man returned with the log set. My contractor (and frankly the service man) and myself all commented that the log set was fake, possibly first generation, not hand painted charred split oak that was represented when [redacted] requested prepayment. It was totally and immediately rejected as unacceptable. 6. I started a long series of emails requesting that Webco remedy this situation. It was never explained to me that there was a no return policy or that the system consisted of the log set, burner and box (although that is not always the case). [redacted] refused to even discuss this problem and was intent on ignoring a clear case of bait and switch. I have never seen such a poor customer service behavior in all my years of owning small businesses. 7. I had the burner and logs professionally removed by a local fireplace company and a fireman and returned to Webco. The box had been installed by the mason and as [redacted] well knew could not be removed. 8. My contractor and I both had communication with Darrel [redacted] the owner of Webco and discussed settling this matter so that Webco's business reputation would not be badly tarnished and we could get some economic relief to cover the cost of fixing the problem. He appeared to consider a partial refund. We proposed in writing 50% or $1300 refund but nothing has happened and unbelievably their personnel continue to blame me the customer and keep my $2400 and the returned product. 9. In discussing this matter with the Warranty team at Majestic/Vermont Casting and in recognition that I have purchased a total of three units like what I thought I was getting, it was explained that a return should have been facilitated. 10. Finally, the no return/it's all a system policy reported later by [redacted] was never explained nor agreed upon at the outset. The metal firebox is a minor cost component and the proposed settlement reflects its value. Thank you for your mediation of this dispute with the hope that future litigation expense and further damage to Webco's business can be avoided. At this stage I would still accept the 50% refund proposal and refrain from poor business reviews on the Internet. But at this stage it is a matter of integrity and equitable resolution. Thank you [redacted] Sent from my iPad
Regards,
[redacted]
12/31/2015To Whom It May Concern,This is in response to a complaint submitted by an unhappy customer.The system ordered by the customer does look like the picture on Majestic's website. We can'tbe sure what system he actually viewed on their website. The system is installed in two phases,but still...
remains one system. Majestic does not offer any other logs or burner to go with thatparticular system. The customer was told this several times, but refused to hear that. He neverasks to return the whole system. If that had been the case, we would have gladly given him afull refund. He simply removed the burner from the system and returned it along with the logs,but kept the box, expecting to receive a refund. The burner and logs are useless by themselves.We explained to him and are quite concerned for his safety, the safety of his home, or futurehome owners, now that the burner and logs have been removed; the system is no longer UL &AGA approved, and a potential fire hazard if he has had burner and logs not approved for thatsystem installed.We would have been happy to install a different set of gas logs if that option had beenavailable, unfortunately no other log options are available through Majestic with the system heordered. In essence it's like someone ordering a Ford pickup, but wanting Toyota seats installedin it. When Ford refuses he removes the seats himself and finds someone to install Toyotaseats, taking the seats back to the Ford dealership expecting a refund.We strive to please our customers; unfortunately there are certain guidelines we have to followfor safety reasons, making it impossible to please everyone all the time.Sincerely,[redacted]Office Manager