Ence Brothers Construction Inc

This is in response the complaint received from Mr. [redacted] regarding concerns with their new home located at [redacted].
We were notified of the fireplace dry stack rock concern prior
to the close of the home which was addressed prior to home closing on,...

November
23, 2015. The flooring was noted after
the close of the home. At which time, the majority of the damaged flooring was replaced.
However, additional product was required and ordered. The additional product has arrived and the
flooring company is working with the homeowner to schedule an appointment; at the
homeowner’s earliest convenience.
With regards to the fireplace concern, on December 14, 2015,
the homeowner contacted Ence Customer Service regarding a fireplace concern. At
that time, the fireplace contractor was notified. Our records indicate that the specialist visited
the home on December 24, 2016, and adjusted the fireplace. At which time, the
homeowner signed the Warranty Service Request representing “that the above
stated warranty work has been completed to satisfaction”. See attached signed warranty request.
On January 4, 2016, we received an email from the homeowner
stating:
“…we
need to have the black box changed on our fireplace. The fireplace guy came out
and turned it up as much as he could, but the fire is still very small and
insignificant for such a large fireplace. The fireplace guy told us the whole
box needs to be replaced to fix it. He said they have many different ones at
their shop that would light up better.” 
Later that same day we responded with the following:
“…the
fireplace is working as intended by the manufacture and any changes would be
outside of warranty coverage. Please contact Custom Fireplace directly for cost
to upgrade to a new box. They can be reached by calling ###-###-####.”
No response email was found. On February 22, when notified by the Revdex.com of
the complaint. We notified the sub-contractor, who contacted the
manufacture and who provided three suggestions to enhance the flame.  At that time, the contractor contacted the homeowner
to schedule an appointment for the earliest date and time available for the
homeowner. On Monday, February 29th,
Custom Fireplace installed a replacement control board, while there; they made
the manufacture suggestions to enhance the flame, which did enhance
the flame. The owner from Custom
Fireplace found the fireplace to be working as the manufacture intended. See attached signed warranty request.
The fireplace purchased by the homeowner at pre-construction
is a different model and size than displayed at the model.  All fireplaces are not alike. By selecting a
different fireplace, no comparison can be made. 
At pre-construction, the homeowner made decisions ranging from paint
color to type of toilets.  When choosing
the fireplace they had the same option to ask questions and make specific
requests allowing them to choose the fireplace that best suited their needs.
We are sorry for any frustration experienced by Mr. &
Mrs. [redacted] regarding the fireplace. However,
it’s our opinion that the fireplace is preforming as expected.