Falco's, Inc.

Review: We ordered a gas fireplace insert from Falcos in Spokane Valley WA. The cost for this insert was $3400 and it would be installed by Falcos professionals. They came out to estimate the install for the insert, before the rock went on the fireplace or bookcases were installed. We had an electrical outlet put in the wall for the fireplace, blower fan. When Falcos came and did the measurements and gave us the estimate, no mention was made about the placement of the outlet. After Falcos came, we had bookcases built on either side of the fireplace, as we told them we were doing. A couple of days later Falcos came out to install the fireplace. The next day we had a mason come and place rock on the fireplace. After having the fireplace about a week, my husband was wondering why the blower fan was not coming on. He pulled the bottom panel on the fireplace to look at the controls and found the cord wrapped up and shoved into the back of the insert. He pulled it out and found that it was on the opposite side from the electrical outlet. We called Falcos the next day and were told that plugging it in was not their problem and it was for us to figure out. To me, installation means that the insert would be installed fully, and plugged in. Now we would have to destroy the stone and custom bookcases to have the fireplace pulled out and installed properly.Desired Settlement: We would like for Falcos to come out and finish what they started and install the insert completely.

Business

Response:

Thank you for the opportunity to respond here. We had hoped to make contact with the [redacted] prior to responding, because we believe there may be a very simple solution, but we would like to speak with [redacted] or [redacted] to clarify some of the information provided on the complaint. We have tried several times to reach the [redacted] by phone so we can better understand the situation and resolve their concerns but we have not been able to speak with them.

When our estimator, [redacted], went to the [redacted]'s home on February 3, 2014, [redacted] and [redacted] were not able to be there, but the contractor was there. The fireplace had been deconstructed down to the cinder blocks and it appeared that the fireplace was going to be re-faced. [redacted] noticed that there was a stone sample near the fireplace and asked the contractor if that was what was being used to re-face the fireplace. The contractor indicated that a final decision had not been made yet, but it would be something similar. [redacted] also noted the gas pipe was stubbed into the existing fireplace and there was a gas wall valve and electrical outlet about 12" to the right of the fireplace. We indicated in our written bid to the [redacted], that we would plug the insert into that electrical outlet. A spec sheet was also left with the contractor just in case it was decided later to install a combustible mantel above the insert--the spec sheet indicates clearances that must be followed for these situations.

[redacted] came into our store the day before the installation and spoke with his sales person [redacted]. Although it had been previously discussed, [redacted] talked again about the necessity to leave an area open at the top of the surround and not bring the stone right down to the surround, so the surround could later be lifted up and off in case the unit needed to be serviced. [redacted] understood well.

[redacted] and [redacted] were not able to be at the installation on February 28, 2014, but the contractor, [redacted] was there. Our installers completed the installation of the insert and everything fit well. They discussed the finishing stone clearance again with [redacted] and went over the complete operation of the insert with him at that time. Our standard start up procedure includes turning the unit on, making any necessary adjustments and checking the fan for proper operation.

Has the electrical outlet and gas wall valve been covered over? This is the question we were trying to get answered prior to our response. If so, could one of the contractors working on the fireplace have moved the cord out of their way during the finish work? If that electrical outlet is still visible, we would have no problem coming out to plug the unit into the outlet and we could also go over the operation of the insert with the [redacted] at that time. The length of the cord on this insert is sufficient to be plugged into an outlet on either side of the fireplace and the outlet that has been mentioned is well within the cord's length.

Thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

To Whom it May Concern:

I received the response from Falco’s on 5/4/2014. I would like to address some of the items in their letter. Falco’s has not tried to contact us, either by mail or by telephone. No message has been left on our voicemail on either of our cell phones or our home phone number, all of which were provided to Falco’s.

After my husband discovered that the fireplace was not plugged in, shortly after moving into our new home in early March, he went to Falco’s in person to address the issue with the store manager. He was told at that time “it is not our problem to plug the fireplace in, only to install it”. When he came home and told me this, I could not believe it. We did get the spec sheet and provided that to our contractor and they did leave a gap between the fireplace and the rock. At the time of the installation, there was no rock on the fireplace, however, the book cases had been installed. The outlet for the fireplace is in the bookcase to the right of the fireplace, if you are facing the fireplace. The cord for the unit is on the left side, again, as you face the fireplace. We did not notice it was not plugged in until we moved into the house. The cord was tucked in and appeared to never have been pulled out of the bottom of the fireplace. It looked to us like it was in the same spot as it would have been from the factory. This tells us that the fan was not tested either. We have spoken with our contractor and he said that they told him to leave the unit on for a couple of hours, showed him the remote and that is it. They did not show him the fan operation. He states that he never even saw the cord or knew where it was.

At this point, the fireplace can be plugged in, however the cord drapes across our beautiful new fireplace and hearth and the cabinet door has to be left open. We have a toddler, so having a cord out is not an option, not to mention the aesthetics of it. We would like the cord plugged in an hidden and I do not know if that is an option at this point. When Falco’s first came out to do the install it would have been an easy matter to plug it in. We [redacted]’t know what can be [redacted]e at this point. We are so disappointed, we cannot say. We were so excited to have this fireplace in our new home and this has put a pall on this situation. Our contact numbers are as follows: [redacted] ###-###-####, [redacted] ###-###-####, Home ###-###-####. Our home address is [redacted].

Sincerely,

[redacted] and [redacted]

Regards,

Business

Response: