Fireplace Warehouse Etc.

We are working to resolve the issue by doing another onsite to see if we can make the unit [redacted] ordered will fit if we can we will install We also gave back a full refund with no restocking feeThanks,***

Complaint: ***
I am rejecting this response because: The information provided by Fireplace Warehouse is incorrect or insufficient in detail. We never refused the manufacturer to come in and inspect the unit. It is our priority to make sure nobody else has to go through what we have and continue to endure. We simply would like a 3rd party come in and test the unit. We paid $for a forensic explosion expert to come in and give us an estimate. That amount is $for further testing. Both Fireplace Warehouse and the manufacturer have declined to pay for this testingFurthermore, as the purchaser of this unit, not once did the Fireplace Warehouse explain to us that their installation experts were required to install this unit. In a day and age where the customer "is always right," I am surprised The Fireplace Warehouse only cares about their bottom line. My son came down to see his dad covered in blood and thought his mom had died. We are now out of pocket 5-10x the cost of this unit. We are not asking for much.
Sincerely,
*** ***

I will contacting the customer to see if we can figure out a way to install the unit he ordered
Thanks,
***
Complaint Response Date bumped because: Data Base Migration

Initial Business Response /* (1000, 6, 2016/01/02) */
I have spoken to *** and we have a custom woodworker going out to fix the mantel and take care of the issueThis was a one of a kind mantel that was damaged in transit and I had to hire a qualified woodworker to fix it correctly and to the
customers satisfaction
Initial Consumer Rebuttal /* (2000, 8, 2016/01/04) */
From: *** [mailto:***@hotmail.com]
Sent: Saturday, January 02, XXXX X:XX PM
To: 'Revdex.com'
Subject: [SPAM] RE: Revdex.com Complaint Case# (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
Importance: Low
*** at the Fireplace Warehouse Etchas taken care of this complaint to our satisfaction - please close this complaint
Respectfully,
*** ***

Complaint: ***
I am rejecting this response because:Actually its part of their job to know what model number/name, serial
number and type of appliances they do install before the installation, and if
the GM say NO that's not true then you need to check this link from your own
website *** on
this form The company ask all the information about the appliances they are
going to install BEFORE the installationThe question to the GM, Would you
please let me know why you request all these information from your customers
before the installation?
So when I mentioned that the company inspector did inspect my wood burning
fireplace and assured me that it is ALLOWED in my county I wasn't lying or try
to cause the company troubles I am just saying what happened in my house
before the installationFYI I have a video cameras in my living room and the
garage and I will make sure to look up that day and provide it to you in the
near future
The GM kept saying the customer keep "changing his story" and I have only
ONE story and I have the phone call records to support it
also the GM mentioned that her company have no idea what EPA certified
appliances or how to inform their customers and educate them about it, Then you
need to shut down your business and go do something else you know specially
their company been in this particular business since 1991!
The GM mentioned I have declined the Permit, the TRUE is I said I will
think about it and that is not a declineEven if a customer decline to have a
permit it does not mean you will do a project below the state or the county
standards and that what you did in my house
basically the GM saying in her statement, The fireplace ware house will
install any fire place the customer provide and it doesn't matter if the county
allow it or not as long as the customer will pay the company
Sincerely,
*** ***

We do not provide EPA certification as a service.  The customer story has changed several times as we received information from his county municipality.  When the county mis-issued the statement that there could not be wood burning in that area, I personally, and immediately offered to refund the customer in full for the labor as we are responsible for understanding county fuel type restrictions(wood versus gas, versus pellet).  When we were informed by the county that it was the customers unit that was purchased  prior to contacting us that was the issue, we offered alternative resolutions.  We are not capable, nor do we advertise or state that we are EPA certification experts, nor do we currently offer any service or certification of units and are absolutely certain that the customer was never told that his unit was EPA certified.  There was never any reference or conversation pertaining to EPA certification until the county made us aware that was the issue with obtaining a permit.  We will not offer the customer a refund for the work performed, or any losses he incurred when he purchased a unit from an unidentified source.  The work of installing the unit was done correctly, and was performed at the customers direction.  He did in fact decline a permit at the time of scheduling, and did not want a permit until which time he was reported by his neighbors.  We regret that he now has a unit that does not meet his county EPA standards, and are happy to offer him a new, and compliant unit at our cost.  We offer this as a courtesy and an attempt to resolve his issues with the county.

Our commitment to the customer was to install a fireplace that he had purchased elsewhere.  We did do an onsite estimate, to measure for vent runs and ensure that we could install the fireplace to maintain clearances.  We do not offer service or appliance repair.  The customer was...

never charged, or told that we would inspect his unit.  The customer declined to have a permit pulled.  The unit was installed, and the customer called stating that a neighbor had turned him in because they could see the stove pipe.  He told us that he was told he had to remove the unit and had 30 days to do so to avoid  being fined by the HOA.  The customer then asked for a permit to be pulled, we attempted to do so and received confirmation from the city that the unit he purchased was not EPA certified and could not be installed in his home.  We dot carry his brand of stove, nor do we certify pre-owned product.  We would have no way to verify the product he purchased before he ever contacted us for installation.  We communicated this to the customer, and he demanded we pay for his lost wages and "damage" to the home.  We would agree to help the customer by selling him a new, EPA certified product at our cost but cannot help him further.

Initial Business Response /* (1000, 5, 2015/09/23) */
I have reviewed the notes from the customer's installation and apologize for any failure on our part to completely install the fireplace to the manufacturer's specifications. Our contract workers had noted that the job had been completed to...

spec, which does not appear to be the case according to the customer's complaint. I have not yet received the customer's formal complaint letter, but was informed that the customer had called to resolve the situation without a response from our install team. I also was informed that the customer was aware of the grade issue prior to installation. I want to personally apologize for this experience, and have worked with our Service and Installation Manager to define two dates that we can send our top rated service team out to the property to complete any outstanding work. We have contacted the customer to schedule the appointment and will work with the customer on compensation after we are able to determine the extent of the issue.

Complaint: 11032841
I am rejecting this response because: It is too early to tell if this complaint will be resolved as the fireplace I ordered and paid is not going to be attempted to be installed until Thursday, January 21. The business owner is working to do so but until its installed I cannot say this complaint is resolved. It is true I was given a refund without a 20% stocking fee but I had to threaten legal action to get that. I have since been rebilled and paid for the fireplace less installation and will pay that upon completion of the install.
Sincerely,
[redacted]

The homeowner has refused to allow the manufacturer to inspect the unit to determine if the unit is faulty.  The customer declined to have our licensed installation team install the fireplace per manufacturer instructions, as she stated she had a mechanical contractor to install the unit. ...

We have since learned that the contractor listed on the permit is the homeowner.  We have offered to replace the unit in question at no charge, but only if the homeowner allow us to use our NFI (National Fire Institute) Certified technicians install it this time around. The manufacturer has waited 45 days for the homeowner to allow them to examine and test the unit, we still must do that before they can issue a refund. The homeowner has also not sent the homeowner's insurance information so that the two companies can investigate and reach a settlement if the incident was caused not by an unlicensed individual installing the unit but because the unit was fault.  We still have not been provided the name and license of the NFI certified installer that the homeowner chose (per the instruction manual) so that we can followup on the installation process and it’s potential deficiencies. In 25 yrs, we’ve never experienced this for any of our install on any of our products and remain anxious to do the inspection.[redacted], again, we are so sorry for whatever happened to your family with your installer and this incident.

Hi [redacted].  My name is Amy, and I'm the Service Director at Fireplace Warehouse.  I heard from your husband today that we accessed your roof unsafely and I wanted to thank you for bringing this to my attention. I will address this with our office personnel, and team members as we are...

investigating this reporting.  We take our team members safety very seriously.

Initial Business Response /* (1000, 6, 2015/12/22) */
[redacted] had contacted our company in need of a gas fireplace insert and needed something right away the same week because he had no heat. He wanted a unit that would fit a difficult opening that would only accomodate a small unit the GDIZC is the...

only fireplace that we could get right away that was the highest heat output 24000 BTU's that is 85% efficient and would heat the space he described. His price was 2602.14. He came into the showroom and saw the display model burning and the didn't complain about the heat out put at that time. When he called wanting to return the unit I told him we don't do returns on a unit already installed we didn't do the install he had his contractor do it. He said it was heating enough I told him to call a service tech to come out and look at it to make sure it was installed properly and functioning properly. I gave him a name and number of somebody he could contact. Then I told him if it wasn't working properly we could fix it under warranty.
Because of how quickly he needed the unit the Backer plate was back ordered and we would ship it up to him. I also told him I would get him the safety screen for free.

We are working to resolve the issue by doing another onsite to see if we can make the unit [redacted] ordered will fit if we can we will install.  We also gave back a full refund with no restocking fee. Thanks,[redacted]