Fireplace City

Review: May 1st, 2014 Fireplace City wrote a proposal to install a fireplace and mantle. A deposit of $4600.00 was given to Fireplace City. The check was cashed by Firplace City the same day. The fireplace unit was never ordered. The work was never started or completed. Calls to the business have gone unanswered.Desired Settlement: I would like a full refund of my $4600.00 in either cash or cashiers check.

Review: I converted my fireplace to gas and also purchased a gas log set. They installed the gas hookup and logs on June 17, 2013. I arrived during the set up, paid the account in full and left while the installation was ongoing. They were to lock the door and pull the door shut. (The home was vacant and I did not move in yet) After work that same day I went to check out the finished product and and noticed the logs were not the logs that I ordered. I called the next day and [redacted] said he thought he did install the correct logs. I assured him the logs were incorrect and he vowed to make it right. I never heard from [redacted](the owners Son) again. I called the office and cell phone daily for 2 weeks and no one ever picked up. I finally was able to make contact with someone at the store and asked for the owners number. I called [redacted] (the owner) and told him what transpired. He said he would get back to me. 1 hour later I received a call from [redacted]. He said they placed the order for the correct logs but I would have them for for 3 weeks. It was the middle of summer so that was fine with me. I waited the 3 weeks then gave them 2 more weeks. I then called the office every day but no one would pick up the office phone. I finally called [redacted]. He expalined it was their slow season and the money was kind of tight but he knew where to correct logs were located. He was going to give them ca call annd get the release. He stated he would definitely call me back the next day. It must be 3 or 4 weeks since that and I have never heard from him againDesired Settlement: I would like them to install the logs that I ordered and paid in full for and remove the logs that are in there now.

Review: Owner came to our home to measure and provide information on fireplace doors. Owner was very helpful when was at our home and provided great salesmanship, in person. He even explained the various safety devices and correct operations of our gas fireplaces. He was friendly and knowledgeable, which was the reason we decided to go with his company. My wife and I looked over the samples that [redacted] left behind. Unfortunately, [redacted] forgot to leave the order form behind. [redacted] said that night that it would take 8-10 days to have the order filled, and it would not be a problem having the doors installed before my son's before on March 16. I drove by Fireplace City and picked up new order forms. My wife completed the forms, and sent them to the owner. At that time, the owner got back to us with a quote that provided a discount for ordering two doors, and I inquired about an additional discount by paying by check or cash,as well as, my wife in email format.(this was mentioned by the owner during his visit) It also included the vacuuming and replacement of stones in the gas fireplace. I went to Fireplace City and and wrote a check for $750.00. I also spoke to the owner on the phone about the possible discount, and he said that he would look into and get back to me. Additionally, during this conversation, I was informed that I was to put down a deposit, so the order could be place. I issued a check to Fireplace City on February 8 and the funds have been received by Fireplace City. I then spoke with the owner a second time to get a general time frame of events as far as installation. I then did not contact Fireplace City, because [redacted] stated he would call me when he received a shipping ticket. Around March 8, my wife contacted the owner via his phone number to check on the status of our order. She was unable to to reach him, because his voice mail was full. I then proceeded to contact Fireplace City main office and discussed the issue with various employees. They seem to understand my concern, and they would try to reach the owner or his son. I did not hear back from either individuals. So, I proceeded to call the next day, and the employees I spoke to did not seem to know why no one had contacted. I continue to follow through with conversations with Employees with Fireplace City who said they had talked to the owner and acted surprised that he had not returned phone calls. Finally, on March 18, I received an invoice and order documents via HP eprint from [redacted] showing the order and a note that indicated contains orders:takes additional time for glass designs" I emailed the owner back asking when the order was placed and when should I expect to receive the doors installed. I did not hear back from him. So I continue to call the main office and they seem to have the same expression. They didn't know why I did not hear back from the owner or the owners son. I continued to call to get updates, but did not hear back from anyone in responses to messages left at their office. I proceeded to stop at the office on my way home from work on May 21. The employee I spoke called the owner and asked him about the order and the owner said it would take longer for custom glass doors and said he had to go. There is no resolution. I asked the employee if the employee felt it was an unreasonable expectation to have the doors installed by now after showing him the dates on the order. The employee stated that they did not feel it was an unreasonable request and the employee said it was not unreasonable. There is not resolution at this point. The employee said he would see the owner on March 21 in the evening, and I emailed the documents to the employee to take with him when he saw the owner this evening. I am awaiting a response from the owner and/or the employee. I have just recently been informed that the new shipment date will be April 10. That is over two months from the original order. I have called to discuss a resolution to this issue and have not heard back from the ownersDesired Settlement: believe at this point and effort that I have made., I would like 50% off my total bill. I am very frustrated and have spent a lot of personal time trying to figure out when the order was placed and when it would arrive and not receiving any follow-up from the owners/operators of the company.

Review: Bought a gas fire place from Fire place city on 12/22/12. I told them I was in no hurry to have it installed thinking that it would just take a month or two at most. The contract states that they would do all work from framing,running gas lines, installing the unit and all finish work. Installing the slate and trim.

They came out on February 7 and framed out the fire place and again on the 14 and ran the gas line and installed the fire box. Other than that I have not heard from them. I would also like to point out that they have never called me to make appointments to have the work done. All work was done after I contacted them for a status. I have had the basement flood at the end of January but this would not have impared their abilty to install the firplace. Infact I have contractors waiting for them to finish up. I have told the owner of the business this and still have not got a satisfatory response.Desired Settlement: I would like the fire place install completed and working properly so that the other contractors can fishish up. At most there is only one or two days worth of work to complete the fire place install.

Review: We purchased a [redacted] Vista Manual Crank awning on 8 May 2013 from Fireplace City in [redacted] PA. We put a 60% deposit ($1,500) down to order the product. We were told it would be installed within 4 weeks. We contacted the owner [redacted] on 11 June for a status update. We were informed Fireplace city would try to install on 21 June. This was not an acceptable date due to family plans. [redacted] stated he would reschedule. We contacted [redacted] again on 20,21, and 24 June to reschedule with no response. [redacted] called on 25 June and admitted he lost the contract paperwork and stated he would reduce the price of the awning and scheduled the installation for 5 July. He did not show or call to reschedule on 5 July. We called [redacted] on 5 July at 7:10 PM to inform him that we wanted a full refund of our deposit since he was unable to fulfill the agreed upon installation dates on 2 separate occasions. No awning has been produced and no work has been performed to date. [redacted] stated the awning was not in his possession and he does not do refunds. There is no documented refund policy on the signed receipt or on the companies website to document the return policy. He stated he would contact us again on Monday 8 July.Desired Settlement: I simply want a full refund of my $1500 deposit. We have tried on numerous occasion to contact and resolve the continuous issues.