Fireplace Supply Inc

This letter is in response to your letter dated March 7, in regards to Mr***complaint (ID: ***) about his newly installed fireplace at his residence located at*** *** *** *** Seattle, WA
First I want to clarify a few things about Mr*** time lineMr***
put adeposit down on October 2, for the purchase of a new Monessen Patriot GasfireplaceAt that time he was given an installation date that was six (6) week out forinstallation of the new fireplaceFortunately for Mr*** we got a cancellation inour schedule and offered him a sooner date, October 9, and he accepted
On October 9, we came out and installed the new Monessen Fireplace for Mr.***On that day our installer installed the fireplace but he had to do additionalwork (which Mr*** was not charged for) to allow the fireplace to be installed.The framing (unit is to be built into the wall) was not completed to support the unit forthe installation, reframing for the exhaust venting to go out the wall and we also had torework the gas line so it could be connected correctly up to the unitWe completed theseextras so Mr*** fireplace installation could be completed on that day
Also on the day of installation Mr*** was told that the optional Stones and GlassMedia he ordered for the unit (the unit comes with Log media standard) were still onback order and would not be available for about five (5) to six (6) weeksMr***acknowledged this issue and also said he would call when the unit was ready for the lightoff as the finishing around the unit still needed to be done
On December 7, our scheduler called to let them know their Stones and Glass mediawas in and we scheduled for one of our staff to go out on December 9, to install themedia and fired off the unitOn December 9, we went out to Mr*** homeand found the fireplace was masked off (can provide a picture if needed) and thehardwood floors were just coated with finishWe could not install the media and theroom air was too volatile for the unit to be fired off so Mr*** need to contact usfor another time to complete this work
Mr*** contacted us right before Christmas to come out and complete theinstall of the media and lite off of the unit and this was scheduled for December 23, 2015.On December 23, as scheduled our service technician installed Mr***media, hooked up his wall switch and lit off his fireplaceHe left with unit operating perthe manufactured specifications and saw no operational issues
On December 28, we received a call from Mr*** that their unit was notworking and scheduled a service technician to come out on December 30, OnDecember 30, our service technician went to Mr*** home and tried to getthe unit working but could not get it to operate properlyWe informed Mr*** thatwe needed to order parts and would reschedule with them as soon as we got them
After checking with the factory about the unit issues they sent us the new part (a flamesensor) and they thought this should solve the non-starting issueWhen we received thepart we rescheduled for a return service call on January 8, On January 8, wewent out and installed the new part on the unit and found no difference in the operation ofthe unitThe unit did not operate and our service technician told the *** that wewould talk to the factory and order what else is needed to make the unit workWe alsotold them once we received these parts we would schedule a return trip to install them tomake their unit work
The next day our service technician contacted the manufacture about the issues with thefireplace and asked the manufacture to send us the new parts that would be needed to fixthis unit as soon as possibleSince then, our parts that we order have been on back orderwith the manufactureSince that time, with many inquiries to the manufacture, we havebeen told that they were having a problem with a circuit board for the unit and they weretrying to get new ones from their supplier as fast as they canDuring this time ourscheduler had contacted the *** to let them know that there was a manufacturedefect with the circuit board and we were waiting for the new replacement part
On March 4, Mrs*** called and left a message with one of the staff for us tocome out and pick up the unit and give them a refundI called back Mrs*** andspoke with her and explained the issue with the manufacture' s part and how replacing theunit is not as simple as just replacing it, the unit is built into the wallWhile trying tocommunicate with Mrs***, she hung up on me
Later that day, Mr*** called and I spoke to him about the factory defective partissueI also explained how we were waiting for the part and apologized for the delay inthe repair of his fireplaceMr*** also said he would like the unit replaced withsomething different, but I explained to Mr*** that the unit is built into the wall andit not as simple to replace the unitI also told Mr*** that "We are the dealers ofthe fireplace and we did not manufacture it, but we would do anything the factory of theproduct authorizes us to do"I also told Mr*** that this is the first time I had everspoken to him or his wife about this problem with their fireplaceI also told him I wouldcontact the factory on what they were to do about itI also told him that I would contacthim back on Monday March 7, in regards to what the factory was going to do
Since then I have contacted the factory and they assured me that new parts would be ontheir way as soon as possibleI call and left a message with that information with Mr.*** on Monday March 7, and also on Thursday March 11,
As you can see from the above detailed information we have gone above and beyond ingetting their fireplace installed and have been attentive to every one of their callsWhenwe fired of their unit for the first time at the end of December we promptly came out tosee if we could resolve the issues with the unitKirkland Fireplace wants nothing morethan to get Mr*** fireplace working as soon as possible
As I have stated before, I will do anything the manufacture authorizes us to do and willdo everything to follow the manufactures warranteeWe will fix the problem as soon aswe have the factory approved parts to do so
As for compensation in the refunding or labor cost of $is totally unfoundedIf thefactory offers any compensation for the issues with the unit, I will make sure the*** receive it
I hope we can resolve the issues with the fireplace with Mr*** as soon aspossible in a fair and amicable wayPlease contact with any further questions at (425)821-
Sincerely,Patrick B***Owner/General Managercc: Tri-State Distributors