Farrell's Fireside

Review: We bought a quadra-fire garnet-t gas direct vent room heater about 6 or 7 years ago from the above. When we went to turn it on this year, we could not get the ignitor to light the pilot light. We called for a repairman to come out and fix the ignitor and service the stove. We paid $125 on 11/18/13 for this service call. When I got home from work that night, the pilot light was lit. I went to the on/off switch to turn the stove on , and it would not turn on. When I asked my husband how the serviceman had lit the pilot light, he said he saw the service man lift the top off the stove and light the pilot light from the back, and to his knowledge,had not even gone under the stove to the automatic pilot light ignitor assembly. My husband called Farrell's 2 x, and I called once. All 3 times we left messages and we were promised that some one would get back to us. No one called back. It was coming up on Thanksgiving and we were having company and the heater was not working. The 4th time we called, we were asked," How can we help you?" My husband, who was short on patience at this point, replied, come out and fix the GD thing! He was hung up on. When he called back, he let it ring 20 x and no one answered.Desired Settlement: We wound up calling [redacted], Inc on referral of [redacted] in La Mesa. The gentlemen was very nice, he fixed the pilot light and battery case which had an exploded battery in it and a completely melted battery case. He also checked the stove and found a cracked bottom pan and another part that was leaking gas.

He also charged $125 for his service call and extra for the parts. I feel his was a justified $125 service call, where the first one was a rip off.

Business

Response:

Mr & Mrs [redacted]

I apologize. We want each person we do business with to walk away feeling satisfied, and that apparently didn't happen in you case. We are refunding your $125.00. I do hope you accept our apology and see fit to do business with us again.

Sincerely

Farrell's Fireside Shop