Complaint: [redacted] I am rejecting this response because: The statement is not true that we did not have a problem with the remote We brought it up originally with the technician in the very beginning The solutions that were offered over the phone were all tried in an attempt to make the remote and/or fireplace function properly We were dissatisfied with the ideas that were offered to us because none of them worked to correct the problem Any discrepancies with the install were fixed at the time the technician originally came out We were treated rudely by the owners of this business Their response to offer us help was simply to resolve the issue over the phone When it comes to faulty parts and technical issues, things like this cannot usually be resolved over the phone We called several times and left messages while the fireplace was still under warranty The owners of the business did not respond to us until after the warranty had expired The technician had to make a second trip out to our home because the first time around the incorrect part(s) were ordered which was not our fault The owners of the business do not mention the numerous times we had to travel to their shop in order to get help because they would not respond to our phone calls and messages We also had to spend money on our gas and bridge tolls and were never reimbursed This business did not respond in a timely manner and come to our aid From the time we first booked our appointment, it took almost a month before the technician completed all of the necessary repairs on the fireplace None of this was taken into consideration pertaining to our warrantyShouldn't the service call that we paid for be under warranty? There are other complaints pertaining to this business on Angie's List and Yelp I think it's up to the consumer to decide who is right and who is wrong.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: First of all, the tech did not mention to us that there was a myriad of problems when he arrived to repair the fireplace in October of He did say that there was a gas leak even though we never smelled one (we found that to be rather odd) We also do not recall mention of a "hareness" that was installed improperly The original order of a part or parts was incorrect so we do remember having to wait awhile for the correct parts to arrive The tech assured us that from the point of repair and on, everything was installed properly and that the fireplace should operate correctly We mentioned to him that the remote was also causing us problems He inspected it briefly We phoned the business several times afterwards to alert them that the fireplace and/or remote was still not functioning properly We would leave messages and not get a response We can provide cell phone logs to prove this The series of phone calls were made within the time frame of the one year warranty If we were fortunate enough to get through to a live person, they preferred to talk us through the problem over the phone rather than make the trip out to analyze the real problem None of their suggestions that were made over the phone helped to alleviate the problems with our fireplace Once again, we would not recommend purchasing goods from this retailer They do not stand behind their products or provide good customer service We spent a lot of money on this fireplace (over $2,500) and have learned a painful lesson from this experience We have read and reviewed other complaints very similar to ours pertaining to this same business.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The statement is not true that we did not have a problem with the remote We brought it up originally with the technician in the very beginning The solutions that were offered over the phone were all tried in an attempt to make the remote and/or fireplace function properly We were dissatisfied with the ideas that were offered to us because none of them worked to correct the problem Any discrepancies with the install were fixed at the time the technician originally came out We were treated rudely by the owners of this business Their response to offer us help was simply to resolve the issue over the phone When it comes to faulty parts and technical issues, things like this cannot usually be resolved over the phone We called several times and left messages while the fireplace was still under warranty The owners of the business did not respond to us until after the warranty had expired The technician had to make a second trip out to our home because the first time around the incorrect part(s) were ordered which was not our fault The owners of the business do not mention the numerous times we had to travel to their shop in order to get help because they would not respond to our phone calls and messages We also had to spend money on our gas and bridge tolls and were never reimbursed This business did not respond in a timely manner and come to our aid From the time we first booked our appointment, it took almost a month before the technician completed all of the necessary repairs on the fireplace None of this was taken into consideration pertaining to our warrantyShouldn't the service call that we paid for be under warranty? There are other complaints pertaining to this business on Angie's List and Yelp I think it's up to the consumer to decide who is right and who is wrong.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: First of all, the tech did not mention to us that there was a myriad of problems when he arrived to repair the fireplace in October of He did say that there was a gas leak even though we never smelled one (we found that to be rather odd) We also do not recall mention of a "hareness" that was installed improperly The original order of a part or parts was incorrect so we do remember having to wait awhile for the correct parts to arrive The tech assured us that from the point of repair and on, everything was installed properly and that the fireplace should operate correctly We mentioned to him that the remote was also causing us problems He inspected it briefly We phoned the business several times afterwards to alert them that the fireplace and/or remote was still not functioning properly We would leave messages and not get a response We can provide cell phone logs to prove this The series of phone calls were made within the time frame of the one year warranty If we were fortunate enough to get through to a live person, they preferred to talk us through the problem over the phone rather than make the trip out to analyze the real problem None of their suggestions that were made over the phone helped to alleviate the problems with our fireplace Once again, we would not recommend purchasing goods from this retailer They do not stand behind their products or provide good customer service We spent a lot of money on this fireplace (over $2,500) and have learned a painful lesson from this experience We have read and reviewed other complaints very similar to ours pertaining to this same business.Sincerely, [redacted] ***