Fireplace Outlet Reviews (%countItem)
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Fireplace Outlet Rating
Address: 8216 Main St, Williamsville, New York, United States, 14221-6033
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Fireplace was installed 10/2005, Every year I had problems with it and called the business numerous times with no results. In the last year and a half Becky from Fireplace Outlet came to check it out. She cleaned out the gas line and pipes. She told me if this doesnt work she will need to replace the fireplace. I told her to wait and see. Now my ceiling, walls and furniture is full of yellow gook leading to me having to have the whole downstaires painted. I called Fireplace Outlet and asked them to pay for the expenses of my painting and they have refused. My painter tells me he has been painting for 30 yrs and this is from the fireplace. I have taken pictures of my demise. In my experience with this business they do not service their product after it is installed. They are saying several things could cause this, water combustion, installation in your room, candles, smoking, etc.I would NOT recommend this business to anyone.
Thank you for informing me of this matter. We have been in contact with this customer and have had this discussion. Fireplace Outlet, Inc did do a search of our files to verify this purchase and were not able to locate any purchase made in the years 2004 - 2006 from this customer. My first contact with Ms. was when she had asked for a service on a fireplace she had not been able to operate for several years. When I arrived at her home, she took me into a finished room in her lower area of her home. There was a vent less fireplace and mantel in the home. There was a large amount of dust on the logs and the burner. I vacuumed both the burner and log area. I then installed new embers that are provided by the manufacturer. I had informer her there would still be some "burn off" required to clear the burner and logs completely. She had mentioned at that time about the residue that was left on her walls and ceiling and asked me what could cause it. I had explained to her the type of fireplace she has will leave water behind and cigarette smoke, candles, over use (causing condensation on windows and walls) could all be factors. Since I could not know her usage or living habits, it would be hard to determine. She had felt that the installation was a factor. The unit cannot be installed incorrectly. The only thing that could be wrong would be the placement of the logs and they were in the correct position. I am confused regarding her statement that I would replace her unit with a new one if she continued to have problems. I would have told her she may consider purchasing a new unit. I would never offer to replace a unit is 12 yrs old. It would be up to the manufacturer to make any replacement under warranty. This unit is well out of that time frame. I went through our files over the last 8 years and have only been to the residence on January 23, 2014 ($45 charge) and January 16, 2015 ($20 charge). I had stopped there last year as a courtesy without charge. We have not been there every year as she is stating. Fireplace Outlet attempted to help this customer with her fireplace but do not feel that we are responsible for any painting or replacement. We provided a service call. Thank you for your attention. Sincerely yours, Becky F. Fireplace Outlet, Inc.
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. They could not find records of the purchase due to a fire at their business, I have a receipt. Their response is incorrect and a lie.
Regards