Extremely poor customer service, failure to show up on time, call and consideration We ordered our fireplace almost months' ago; still do not have it and no date for the remaining items to be installed Company was due to come install fireplace over a week ago; set date with office and their representative, confirmed times day prior No one showed up or called Had gas company for installation of lines (another company), and gas company with product waiting When I telephoned, I was told that it was a "tentative" date/time The next morning, their office telephoned inquiring as to how the fireplace was working When I relayed that it was never installed, nor was a telephone call received, the office personnel had no idea Finally, when they did show up, they did not have the correct parts to install the fireplace; they "forgot" to order the blower and fresh air kit We cannot have the gas company (lines), complete their job until these items are installed No telephone call, no e-mail for over a week The office personnel are not trained, do not know what parts to order, nor do the installers know what needed to be installed; i.e., came with the fireplace Since the gas company (line installation) could not wait (it had been hours), any longer, we cannot have the fresh air kit installed now; it needed to be done at the same time This is exactly why we coordinated the companies to be here simultaneously; everyone else managed, (week notice), to make it I asked if our parts could be expedited so that we might enjoy our fireplace; it could not be done DO NOT USE THIS COMPANY
Terrible customer serviceHave been given the run around for months trying to get a repairLady who answers the phone seems clueless about the services and doesn't direct your call to the correct personThey say they will return your call or call you by a certain timeframe and forget about itHad to place an order, they brought the wrong window out and had to schedule yet another appt to bring the correct oneThen I find out the window does not operate and won't open or closeI called and left a message and am waiting for a callback for someone to come out again....beyond frustrated with this company!
Extremely poor customer service, failure to show up on time, call and consideration. We ordered our fireplace almost 2 months' ago; still do not have it and no date for the remaining items to be installed. Company was due to come install fireplace over a week ago; set date with office and their representative, confirmed 3 times day prior. No one showed up or called. Had gas company for installation of lines (another company), and gas company with product waiting. When I telephoned, I was told that it was a "tentative" date/time. The next morning, their office telephoned inquiring as to how the fireplace was working. When I relayed that it was never installed, nor was a telephone call received, the office personnel had no idea. Finally, when they did show up, they did not have the correct parts to install the fireplace; they "forgot" to order the blower and fresh air kit. We cannot have the gas company (lines), complete their job until these items are installed. No telephone call, no e-mail for over a week. The office personnel are not trained, do not know what parts to order, nor do the installers know what needed to be installed; i.e., came with the fireplace. Since the gas company (line installation) could not wait (it had been 4 hours), any longer, we cannot have the fresh air kit installed now; it needed to be done at the same time. This is exactly why we coordinated the 3 companies to be here simultaneously; everyone else managed, (2 week notice), to make it. I asked if our parts could be expedited so that we might enjoy our fireplace; it could not be done. DO NOT USE THIS COMPANY.
Extremely poor customer service, failure to show up on time, call and consideration We ordered our fireplace almost months' ago; still do not have it and no date for the remaining items to be installed Company was due to come install fireplace over a week ago; set date with office and their representative, confirmed times day prior No one showed up or called Had gas company for installation of lines (another company), and gas company with product waiting When I telephoned, I was told that it was a "tentative" date/time The next morning, their office telephoned inquiring as to how the fireplace was working When I relayed that it was never installed, nor was a telephone call received, the office personnel had no idea Finally, when they did show up, they did not have the correct parts to install the fireplace; they "forgot" to order the blower and fresh air kit We cannot have the gas company (lines), complete their job until these items are installed No telephone call, no e-mail for over a week The office personnel are not trained, do not know what parts to order, nor do the installers know what needed to be installed; i.e., came with the fireplace Since the gas company (line installation) could not wait (it had been hours), any longer, we cannot have the fresh air kit installed now; it needed to be done at the same time This is exactly why we coordinated the companies to be here simultaneously; everyone else managed, (week notice), to make it I asked if our parts could be expedited so that we might enjoy our fireplace; it could not be done DO NOT USE THIS COMPANY
Terrible customer serviceHave been given the run around for months trying to get a repairLady who answers the phone seems clueless about the services and doesn't direct your call to the correct personThey say they will return your call or call you by a certain timeframe and forget about itHad to place an order, they brought the wrong window out and had to schedule yet another appt to bring the correct oneThen I find out the window does not operate and won't open or closeI called and left a message and am waiting for a callback for someone to come out again....beyond frustrated with this company!
Extremely poor customer service, failure to show up on time, call and consideration. We ordered our fireplace almost 2 months' ago; still do not have it and no date for the remaining items to be installed. Company was due to come install fireplace over a week ago; set date with office and their representative, confirmed 3 times day prior. No one showed up or called. Had gas company for installation of lines (another company), and gas company with product waiting. When I telephoned, I was told that it was a "tentative" date/time. The next morning, their office telephoned inquiring as to how the fireplace was working. When I relayed that it was never installed, nor was a telephone call received, the office personnel had no idea. Finally, when they did show up, they did not have the correct parts to install the fireplace; they "forgot" to order the blower and fresh air kit. We cannot have the gas company (lines), complete their job until these items are installed. No telephone call, no e-mail for over a week. The office personnel are not trained, do not know what parts to order, nor do the installers know what needed to be installed; i.e., came with the fireplace. Since the gas company (line installation) could not wait (it had been 4 hours), any longer, we cannot have the fresh air kit installed now; it needed to be done at the same time. This is exactly why we coordinated the 3 companies to be here simultaneously; everyone else managed, (2 week notice), to make it. I asked if our parts could be expedited so that we might enjoy our fireplace; it could not be done. DO NOT USE THIS COMPANY.