Embers

Review: Embers installed a gas fireplace for us in October, after 24 hrs of service a strong gas odor was present throughout the house. upon calling the [redacted], [redacted] he sent a service guy name [redacted] who informed us he has no sense of smell and is unable to smell anything. My husband called [redacted] back who confirmed that [redacted] had no sense of smell. I called National Grid to come and check if their was a gas leak. National Grid was in the house in less than an hour and said the insert was installed incorrectly and we have a gas lead. National Grid said it is a dangerous situation and he has to shut the gas off. We have been on the phone fighting with [redacted] and his team to come and fix the leak, He is giving us the run around and stated that he is busy t fixing other problems and the earliest they can come in the 1st week in February. The fireplace is our only form of heat in the [redacted] and it's the coldest days of Winter. The current temperature in the den without the heat in the house is 32 degrees. Embers got their money and that's all that matters. Its wrong that we have to suffer in this weather and their just don't care.Desired Settlement: I would Like this problem to be taken care of and just to be warm in out home again. Our entire household is physically sick because it's so cold in the house.

Business

Response:

waiting all day to have my stove cleaned I called to see what time to expect the service team to come. I was spoken to in a rude manor, After another 2 hours still no one came I called back where I was told that due to the rain they had to cancel our appointment . I never heard of this and it had been raining all day. The manager came on the phone and was very rude and obnoxious. I would never recommend this company to anyone. The customer service team is rude and unprofessional!!!!