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, The flooring was noted after the close of the homeAt which time, the majority of the damaged flooring was replaced However, additional product was required and orderedThe 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 concernAt that time, the fireplace contractor was notifiedOur records indicate that the specialist visited the home on December 24, 2016, and adjusted the fireplaceAt 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 fireplaceThe 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 fireplaceThe fireplace guy told us the whole box needs to be replaced to fix itHe 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 coveragePlease contact Custom Fireplace directly for cost to upgrade to a new boxThey can be reached by calling ###-###-####.” No response email was foundOn February 22, when notified by the Revdex.com of the complaintWe 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 homeownerOn 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 flameThe owner from Custom Fireplace found the fireplace to be working as the manufacture intendedSee 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 alikeBy 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 fireplaceHowever, it’s our opinion that the fireplace is preforming as expected
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, The flooring was noted after the close of the homeAt which time, the majority of the damaged flooring was replaced However, additional product was required and orderedThe 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 concernAt that time, the fireplace contractor was notifiedOur records indicate that the specialist visited the home on December 24, 2016, and adjusted the fireplaceAt 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 fireplaceThe 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 fireplaceThe fireplace guy told us the whole box needs to be replaced to fix itHe 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 coveragePlease contact Custom Fireplace directly for cost to upgrade to a new boxThey can be reached by calling ###-###-####.” No response email was foundOn February 22, when notified by the Revdex.com of the complaintWe 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 homeownerOn 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 flameThe owner from Custom Fireplace found the fireplace to be working as the manufacture intendedSee 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 alikeBy 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 fireplaceHowever, it’s our opinion that the fireplace is preforming as expected