December 22, 2017Dear ***,We were notified of your concerns through the Revdex.com this morning and we apologize that you had to take this action towards a resolution. It appears that we have failed with our communication and that is unacceptable.*** did leave a message for
you yesterday, (Tuesday, November 21st)) at 509-312-9214. He has been researching a safe solution and wanted to share with you his findings At the time of his visit on November 9, *** arrived to find the insert sitting in front of the fireplace, but not installed in place. Once he completed the service and installed the fan, *** could not push the insert back all the way into the opening without crushing the venting running up the chimneySome recent remodeling to the fireplace had extended the depth of the fireplace face and there was not enough clearance between the top of the insert and the fireplace lintel iron for that venting He let you know not to use the insert until corrections were made and also indicated that on his work order. He initially thought some type of customized venting extension piece would be the solution. However, when reviewing the situation and pictures with the department manager, and referring to the Blaze King owner’s manual, it was determined that because the facing on the fireplace is now a combustible material, the entire installation is not up to code. Inserts require clearances to combustible materials to operate safely. Unfortunately, we are unable to make any modifications to a situation that does not meet code. We recommend that you work with the contractor that modified the fireplace to resolve this issue.Falco’s will refund the entire cost of the service done on November 9th ($588.61) and we are not asking for the new fan to be removed/returned. Please call us with your credit card information for a portion of the refund. The remainder of the refund will be in the form of a check and will be mailed to *** ** *** *** *** ** *** on Friday, November 24th.Thank you for your business and we are sincerely sorry for the lack of timely communication.Falco’s
December 22, 2017Dear ***,We were notified of your concerns through the Revdex.com this morning and we apologize that you had to take this action towards a resolution. It appears that we have failed with our communication and that is unacceptable.*** did leave a message for
you yesterday, (Tuesday, November 21st)) at 509-312-9214. He has been researching a safe solution and wanted to share with you his findings At the time of his visit on November 9, *** arrived to find the insert sitting in front of the fireplace, but not installed in place. Once he completed the service and installed the fan, *** could not push the insert back all the way into the opening without crushing the venting running up the chimneySome recent remodeling to the fireplace had extended the depth of the fireplace face and there was not enough clearance between the top of the insert and the fireplace lintel iron for that venting He let you know not to use the insert until corrections were made and also indicated that on his work order. He initially thought some type of customized venting extension piece would be the solution. However, when reviewing the situation and pictures with the department manager, and referring to the Blaze King owner’s manual, it was determined that because the facing on the fireplace is now a combustible material, the entire installation is not up to code. Inserts require clearances to combustible materials to operate safely. Unfortunately, we are unable to make any modifications to a situation that does not meet code. We recommend that you work with the contractor that modified the fireplace to resolve this issue.Falco’s will refund the entire cost of the service done on November 9th ($588.61) and we are not asking for the new fan to be removed/returned. Please call us with your credit card information for a portion of the refund. The remainder of the refund will be in the form of a check and will be mailed to *** ** *** *** *** ** *** on Friday, November 24th.Thank you for your business and we are sincerely sorry for the lack of timely communication.Falco’s