Sign in

Fireside Total Indoor Comfort

Sharing is caring! Have something to share about Fireside Total Indoor Comfort? Use RevDex to write a review
Reviews Fireside Total Indoor Comfort

Fireside Total Indoor Comfort Reviews (19)

Complaint: [redacted] I am rejecting this response because: First off there is no way Fireside can't add the heating unit with out taking the coil off and placing it back on top of the unit so again I attached a picture of the unit, you have to remove coil before the new system is put in place For not paying my bill they are wrong again we have a payment plan set up by fireside..im sending only the payment copy from fireside due to time frame to responding.will attach the rest on requestpayment form received from Fireside but again they will not reply to letters that is sent with the money orders to send balance due and receipt of payment I'm looking for Fireside to return my down deposit of $plus the cost I put out for the coil of $plus for them to pay for another service company to repair the system that should be working I don't want fireside on my property because I don't trust them to be honest and not to sabotage the system Regards, [redacted] ***

from: Dwayne W [redacted] < [redacted] >to: [email protected]: Wed, Nov 11, 2015 at 10:13 AMsubject: [redacted] . ID [redacted] .As I discussed with one of your representatives a few weeks ago. [redacted] has told our office that she is filling suit against... our company. Therefore we can not disclose any information due to her threat.Dwayne W [redacted] President CEOFIRESIDE TOTAL INDOOR COMFORTfiresidecomfort.com877-789-6716

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Or [redacted] We reject this response because NOTHING has been solved hereThis is becoming beyond ridiculousWe are still without a thermostat that is compatible with our system and have been without one since 12/25/Our agreement says years on partsAfter this happening times, we feel we should be given a new thermostat and some kind of compensationNothing on this agreement says anything about the parts being the responsibility of the manufacturerIt states years on parts by Fireside Our equipment HAS been serviced twice per yearLook how many times you have been there to work on it! You HAVE serviced this equipment since installation! Nowhere on you "No Excuses Guarantee" or your "Craftsmanship Guarantee" does it say anything about only being good for one yearWe should not have to go through the manufacturer to get a new thermostatTHIS WAS YOUR TECH'S MISTAKE AND SCREW UP, nothing to do with the manufacturer! If there was someone that was properly trained on this, it would not have happenedYou should have verified this wiring was done correctly when you yourself stated he had NOT gone through your 5-day trainingThat is negligent on your part! There was NO follow up call after the tech left that dayWe have not heard a word from your company since he walked out the door that day and I have phone records that can prove it We HAVE tried calling you directly to see if you could take care of thisHow can we sit down with you and "get things taken care of" when you choose to dodge and ignore phone calls and NEVER reply to messages?! I don't care how long you have been in businessI have always been trained in my 30+ years of customer service that the customer is ALWAYS right and you do anything to make that customer happyYou yourself stated that your company makes mistakesDon't you think you should make an effort to make them right for the reputation of your company? I don't know how you can "claim" you have a 96% approval ratingYou have a C+ rating with the Revdex.com and by looking at the reviews we can tell we are not the only unhappy customers You do not apologize for these issues, because if you did, an honest person would try to make good faith and do something to resolve this (or at least make contact with the customer after all of this!) We don't think asking is asking to muchWe still need a compatible thermostat and this system is expensive to fixIt is obvious our labor warranty is not going to be honored and we need compensation in order to fix our problemIt is not like we are asking for a full refund Our patience is wearing thin and we want something done about thisWe would like an arbitrator to step in if this is not resolved as these "back and forth" replies are not solving anythingThank you!

Revdex.com:I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted] I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaintI have decided to pursue legally or via other avenuesRegards,

We purchased a new furnace, air conditioner unit, tankless water heater, humidifier, air purifier, and thermostat from Fireside Total Indoor Comfort on April 27, for the price of 19,It was installed from 5/18/to 5/20/We have had nothing but issues from this company and their equipment ever sinceOnce the system was installed we completed what we call a happy call to verify everything was working correctly (this call is recorded for quality assurance) I reviewed this call and everything was working great [redacted] mentioned we did not repair the sheetrock in which I had told her we would not because we don’t employee sheet rockersHowever she said one of our employees said we would fix itSo with that we did go ahead and make the repair without any cost to the [redacted] A second call was made to ensure everything was working and it was reported that yes it was We have had to get the brand new thermostat replaced times! We were told this thermostat was their "top of the line." Every time we call this company, they never answer their phone or respond to messagesWhen they do happen to answer their phone, they have a receptionist that never seems to relay the message or gets it rightThe first time this happened was in the middle of the night in the middle of winterIt was freezing in our house and woke up to see the thermostat was outWe tried calling their office and their "emergency number." We kept trying to call throughout the night and after many messages and repeated attempts, Dwayne finally called us backHe came over later the next morning to work on itThis was 11-20-After almost six months of no issues or callsI do and did apologize for not responding that night and felt very badAfter working a 15-hour day that day I simply did not here my phoneAgain I did apologize to her that Saturday morning and headed over first thingIn reviewing my notes found that the thermostat for an unknown reason had stopped workingAlso a side note when I arrived Saturday morning only to find the home at least degrees from other sources of heat, never the less I installed a temporary thermostat to get them up and runningNo questions asked ordered them a new one at no charge even though the thermostat is warranted by the manufactory not Fireside He ended up ordering us a new one and his son (Justin) came over to install itLater on in the year, the thermostat went out againAgain, several more attempts were made to contact them to come fix itWhen I finally got hold of someone to come work on it, I was assured that Justin would be the one to work on it, since he knew what happened the last timeWhen they showed up, it was not JustinIt was a guy that said he was newI questioned him about where Justin was and was told that he was no longer working thereThis was the same day I was told Justin would be thereAgain I do apologize but Justin quit on us unexpectedly and this we cannot controlOur office should have made a call to inform [redacted] a new employee was going to come overWhy he was not in uniform and in his van I don’t know or understandThis is something I was not aware of until reading this letter This man was not wearing anything that said Fireside on it and his appearance was unprofessionalI did not see a vehicle anywhere in sight that said Fireside on itI asked him where his vehicle was and he said "down the road aways." The whole thing seemed fishy, but I gave him the benefit of the doubt since he had equipment with him figuring if he was new, he may not have uniforms or a vehicle yetHe brought a thermostat with him to replaceIt was not the same brand as the previous oneIt was an [redacted] and he said it was supposed to be "top of the line" and better than the previous oneThe whole time he was there he seemed unsure of what he was doing and was very slowWhen he left, I walked outside to see what vehicle he got intoIt was an old beat up vehicle and not a Fireside oneIt makes me wonder if he was even a bonafide employee or just someone they sent to do the jobHe was an employee but had not completed our five-day training programThe only reason we sent him out was due to Justin leaving and I did not want to show up or have to call and move the appointment One of Fireside's promises is their employees shall be "clean, courteous, and attentive to your needs." I don't feel he wasThe last straw was on Christmas day We got home around p.mand our thermostat was out again! I called Fireside's "emergency number" and no answerI tried their office, no answerI called the "emergency number" back and left two messages, no replyI called back one more time and it went straight to voice mail like I was being ignoredI was out of the country with my family for four days over ChristmasEveryone is entitled to a few days off! We only had one technician on call that day and due to the extreme cold weather he was booked all day with Preferred CustomersOur preferred customer program does move those customers to the front of the lineThe [redacted] had the opportunity to become preferred customers and elected not toIf [redacted] called my cell she did not leave a messageHowever for the four days my phone did not work We decided to call a different company to see if they would come take a look at itWe were freezing and tired of going through this every time we need Fireside's servicesWe were told they had 24/emergency on call when we purchased thisThe company we called showed up with minutes, hooked up a different thermostat for us and didn't even charge us a dime! They were on their way within hoursThat's what I call customer service! The man said whoever hooked up the [redacted] thermostat wired it wrong and it was very hotHe said he was surprised that we did not have a fire! This makes me wonder about the quality/safety of the other equipment we bought and how it was installedWe told the man about all the problems we had with this $20,system that we haven't even owned two yearsWhen he found out how much we paid, he was shocked! He said for everything we got we should have not paid more than $10,He said we should be asking where our other $10,wentNeedless to say, this happened on 12/25/and it is now January 12, and Fireside has still not addressed this issueWe were told when we signed our contract that they were available 24/for emergency contactThat did not happen! All of this equipment is supposed to be under warranty for yearsThis project was competitively bid to the [redacted] and is in line with all our pricingThere is always the cheap guy and it’s easy for someone else to make a statement like on the spotMr [redacted] did tell me when he awarded the project to Fireside that we where not the cheapest bid but he wanted the good equipment and workmanship [redacted] also has failed to mention she had called our office and asked us to come out and repair the line set cover due to them removing a fence in which we did (nothing mentioned then about being unhappy) and we did the job without charging herWe have had some issues with these thermostats and in every case we have taken care of the issue without cost to the [redacted] The equipment is warranted for years from the manufactory as with all equipmentOur labor warranty is one year as with all installs and we fulfilled that warranty in every way We can't even get them to respond when we have an emergency! How are we supposed to handle this? This is a vey unprofessional company and I feel we were misled and treated badly this whole ordealThis company boasts, "Our goal is not to satisfy our customers, but to wow them" and "help is just a phone call away." On our paperwork, there are some risk free guaranteesThere are two guarantees I do not feel have been addressed: Craftsmanship Guarantee -- "If you are not 100% pleased with the quality and craftsmanship of your installation, we will do WHATEVER IT TAKES to ensure your total satisfaction." No Excuses Guarantee -- "Fireside guarantees that your Home Comfort System will work properlyIf for any reason, the system does not perform to specification, if we can't fix it, we'll refund 100% of your original investmentNo excuses." This is true and this guarantees is for one year as statedI feel we have been more than patient with this company and after times, deserve compensation for something that has not worked properly since we have owned itFireside has caused us much stress and grief that was unnecessaryThis company does not care about their customers, and does not live up to their promisesWe could have lost our home from this last mistake and we want this matter addressedThank you! Our equipment (furnace, ac, filtration, and water heater) has worked without fault since installedThe issues with the thermostat are unexplainableAs we have installed over fifty of these without any issuesThe equipment is warranted as stated by the manufactory and they are outstanding to work with if any issues come upThis warranty is between the homeowner and the manufactory not the contractor I do apologize for the issue over ChristmasWe service over current customers and do make mistakes (I truly wish I could say we don’t but I know better) but I think we do an outstanding job at least 90% of the timeMy techs have to work to hours a week at this time of the year and do care about our customers and do there best in getting to as many customers as possibleOutside of not responding to a call on Christmas day we have taken care of the issues with the thermostats without any cost to the [redacted] We cannot always respond as fast as our customers would like but we do always get there as fast as we can

Revdex.com:
I would like my complaint ID ***, to be handled through an Arbitration hearing with Revdex.com
Regards,
We would like our complaint *** to be handled through an ArbitratorWe would like to specify that if the arbitrator decides repairs to be made that we DO NOT want them made by Fireside or anyone affiliated with them as we are not comfortable and do not trust them in our home or to make any more repairs in our homeWe would like to receive a replacement thermostat and compensation so that we may hire someone on our own that we can trust to make sure the repairs are done right this timeThank you for this consideration
Sincerely,
*** and *** ***

We installed this system on 5-21-Our warranty states "Labor warranty is based on Fireside serving the equipment twice per year for our warranty to be valid" we have not serviced the equipment sense installation which voids all labor warrantyPlease note on the 100% satisfaction guarantee it states during the first year which expired 5-12-However, the manufactory warranty is good for years from date of installationThe thermostat is also under warranty from the manufactureAll manufacture warranties are between the home owner and the manufactureAs for as the wiring to the thermostat being incorrect I can not verifyHowever, the system worked properly after the technician installed the unitThis was verified with a follow up callHad it been wired incorrectly the unit would not have workedThe thermostat could possible get hot if it had an internal issue Had the *** called me direct with these issues I would have been happy to go set down with them and get things taken care ofWe have been in business for a little over years serving our small communitiesWe have and will continue to make mistakes, not be able to get to every call, and disappoint customers even though I wish I could say that would not happenHowever, over those years we have very few issues we where not able to resolve and continue working for that customerIn fact this pass year we where at a 96% approval ratingAlthough our goal is 100% I think our team did a great jobI apologize for these issues and hope the *** have a better relationship with there new HVAC provider

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** Or *** *** We reject this response because Dwayne did not directly address the main issue the complaint was written aboutThe fact remains we could have lost our home from the shoddy wiring job that the "new employee" that hadn't finished his day training completedBut since Dwayne insists on bringing up past issues that we weren't even going to bring up, we will address those alsoWhen placing your "happy call", we believe that both parties should know that the call was being recordedWe were not notified of thisFirst of all, it was not sheetrock we asked to be repairedIt was a huge hole in our ceiling! Of course we called them backMy husband was told by Dave that they needed to put that there in order to run the exhaust pipeHe said that was fine as long as they could cover the hole and Dave told him they would cover it up and make it look niceIt was a special type of ceiling tile we knew they were not going to be able to match(Which is still an eyesore, thank you very much!) So much for your records! They also put black pipe on our gas meter and it rusted within a weekIt looked awful, so we also called to have them come back and paint thatI believe both of these fall into your Property Protection Guarantee which reads, "All property such as lawn, shrubbery, carpeting, floors, walls, furniture and/or door frames are protectedDamaged property will be replaced or repairedProtective shoe covers and hall runners will be used on all work and traffic areas as required." Don't act like you were trying to do us a favor by fixing these things because according to this, it was supposed to be repaired!On your comment about 11/20/It is interesting to hear that you claim to have just got done working a 15-hour dayWhen you finally called us back you told us that you were on your way back from vacation and had no cell serviceAmazing how quickly we got a call back from you after a threat of taking this further...You claim our home was degrees from other heat sourcesWe had a fireplace going, several portable heaters, and the oven on trying to warm up the house from freezing all nightYou were only on one level of the house and we can assure you this was NOT the temperature upstairs where the bedrooms wereYou said you installed a temporary thermostat (which was our old original one, not the one that "you replaced." You did order a us a new replacement one (same brand) that took FOREVER to get here(Keep in mind we can't use our new humidifier during this time because it does not work with our old thermostat!) It was a different excuse every time we called your receptionistThis is when we found out how our messages never get relayed right or even received at allWe also requested a new air filter and when they brought it, it was the wrong one! After working on our unit so many times you would at least remember what kind we had! When the thermostat finally came in Justin came over to install itIn regards to Justin quitting "unexpectedly." The day I called and was told that "yes" Justin would be there was the SAME day the "new employee" showed up within a few hoursI find this hard to believe that Justin up and quit in this time frame of a few hoursYES, your receptionist should have calledAt this point you should have realized something was wrong since this is now the THIRD thermostat to be installed! this should have been installed by someone that was competent and able to troubleshoot why we are having this issue with these thermostatsThe last thermostat was an *** and was different than the last twoYou stated this "new employee" had not yet completed his five-day training programWHY IN THE WORLD WOULD YOU SENT SOMEONE THAT DOESN'T KNOW WHAT HE IS DOING TO WORK ON A PROBLEM THAT HAS BEEN ONGOING? I am sorry you "did not want to show up" but is was obvious this guy was utterly confusedHe should not have been there by himself and should have had an experienced employee there with him if he was not yet certified! We would have rather you called and moved the appointment so someone that knew what they were doing could work on itYour True Pro Guarantee states, "We promise that all of our representatives in your home will be clean, courteous, and attentive to your needsThey have passed substance screening and background checks"THEY WILL BE FACTORY TRAINED AND CERTIFIED PROFESSIONAL." This was not the case!In response to your comments about what happened on Christmas DayYes, Dwayne everyone is entitled to a few days off, but when you claim to have customers to you not make plans to have calls forwarded or an answering service to take care of these customers? Especially for days! We were on our "entitled" days off and sat in our house freezing because you were too lazy and careless to make sure your customers were taken care ofThanks for ruining our wonderful Christmas Day! In these days of technology, I find it hard to believe you had no communication for days and how odd that it went straight to your voice mail like my call was being ignored after calling several timesI can't believe you said "if" I left a message or "if" I called your cell phone! I also called your office to see if by some miracle someone (answering service) would answer (wishful thinking.) I am not going to quibble over this as I have phone records showing these calls were indeed placedYou told us when we bought this equipment that you had 24/emergency service to your customers, Nothing about being a preferred customerSince it was EXTREMELY cold weather that night, how long do you think we should have waited before we called someone else? If you have customers, I would think you would have more than one tech on callP.S., just an FYI, we called ***, their answering service answered on the 2nd ring, and they sent two techs overThey analyzed the problem, hooked up our old thermostat (as a temporary while waiting for you to get back with us which did not happen), didn't charge us a dime and said Merry Christmas! This all happened within a two hour time frame! This is also when we found out it was wired wrong and could have started a fire due to your incompetent employee, which you seem to brush off as no big dealAlso, on a side note after *** wired up the old thermostat correctly we have not had any loud noises from our furnaceYou can hardly hear it running which is what Dwayne told us it would sound like when we first signed our agreementAnd if you remember, this was the situation when you first installed this and you wanted to install a bypass which we found out was illegal in California and said noWe know you called it something different but it was technically the same thing.5.Yes, we awarded Fireside the project for exactly what Dwayne said (good equipment and good workmanship) This DID NOT HAPPEN and this is why we are complainingWe are back to using our old thermostat AGAIN! This needs to be resolved! We can't use our humidifier that we paid for because it will not work with our old thermostatWe need a replacement and feel we deserve one after this last mistakeWe did not pay 20,for this system to use our old equipment! I regard to the comment about coming out to repair the line set cover due to them removing a fence, I never called and this never happenedI don't even know what you are talking about! Our fence is where it's always been and has never been moved since we owned this houseOur agreement states we have years warranties on parts and laborIt says nothing about one yearAGAIN I will refer to the Craftsmanship Guarantee which states, "if you are not 100% pleased with the quality and craftsmanship of your installation we will do WHATEVER IT TAKES TO ENSURE YOUR TOTAL SATISFACTION," and to the No Excuses Guarantee that states, "Fireside guarantees that your Home Comfort System will work properlyIF FOR ANY REASON, THE SYSTEM DOES NOT PERFORM TO SPECIFICATION, IF WE CANNOT FIX IT, WE WILL REFUND 100% OF YOUR ORIGINAL INVESTMENTNO EXCUSES." These two guarantees say it allNO, we are not 100% pleased with the quality and craftsmanship of our installation and NO the system does not perform to specificationNothing in either of these say anything about one year and NO, apparently you can't fix it.Nothing is resolved here, nor any attempt to contact us or try to resolve this issueWe still don't have a thermostat that works with our system(which is paid for and under warranty.) Our equipment is useless without itWe don't think asking for back is out of line compared to what we paid for it and all of the hassles we have gone through

We apologize for the delayThe project has been completed

Complaint: [redacted]
I am rejecting this response because:I was not informed there would be any charge for partial installation, if I had known I wouldn't had left anything, which would've cost the contractor more money in time at my residence. I also had to assistant the technician removing the unit because his helper was in jail, which was five hours of my time. Attached is the city inspection report. 
Regards,
[redacted]

We purchased a new furnace, air conditioner unit, tankless water heater, humidifier, air purifier, and thermostat from Fireside Total Indoor Comfort on April 27, 2015 for the price of 19,077.00. It was installed from 5/18/2015 to 5/20/2015. We have had nothing but issues from this company and their...

equipment ever since. Once the system was installed we completed what we call a happy call to verify everything was working correctly (this call is recorded for quality assurance) I reviewed this call and everything was working great. [redacted] mentioned we did not repair the sheetrock in which I had told her we would not because we don’t employee sheet rockers. However she said one of our employees said we would fix it. So with that we did go ahead and make the repair without any cost to the [redacted]. A second call was made to ensure everything was working and it was reported that yes it was.    We have had to get the brand new thermostat replaced 3 times! We were told this thermostat was their "top of the line." Every time we call this company, they never answer their phone or respond to messages. When they do happen to answer their phone, they have a receptionist that never seems to relay the message or gets it right. The first time this happened was in the middle of the night in the middle of winter. It was freezing in our house and woke up to see the thermostat was out. We tried calling their office and their "emergency number." We kept trying to call throughout the night and after many messages and repeated attempts, Dwayne finally called us back. He came over later the next morning to work on it. This was 11-20-15. After almost six months of no issues or calls. I do and did apologize for not responding that night and felt very bad. After working a 15-hour day that day I simply did not here my phone. Again I did apologize to her that Saturday morning and headed over first thing. In reviewing my notes found that the thermostat for an unknown reason had stopped working. Also a side note when I arrived Saturday morning only to find the home at least 70 degrees from other sources of heat, never the less I installed a temporary thermostat to get them up and running. No questions asked ordered them a new one at no charge even though the thermostat is warranted by the manufactory not Fireside.    He ended up ordering us a new one and his son (Justin) came over to install it. Later on in the year, the thermostat went out again. Again, several more attempts were made to contact them to come fix it. When I finally got hold of someone to come work on it, I was assured that Justin would be the one to work on it, since he knew what happened the last time. When they showed up, it was not Justin. It was a guy that said he was new. I questioned him about where Justin was and was told that he was no longer working there. This was the same day I was told Justin would be there... Again I do apologize but Justin quit on us unexpectedly and this we cannot control. Our office should have made a call to inform [redacted] a new employee was going to come over. Why he was not in uniform and in his van I don’t know or understand. This is something I was not aware of until reading this letter.    This man was not wearing anything that said Fireside on it and his appearance was unprofessional. I did not see a vehicle anywhere in sight that said Fireside on it. I asked him where his vehicle was and he said "down the road aways." The whole thing seemed fishy, but I gave him the benefit of the doubt since he had equipment with him figuring if he was new, he may not have uniforms or a vehicle yet. He brought a thermostat with him to replace. It was not the same brand as the previous one. It was an [redacted] and he said it was supposed to be "top of the line" and better than the previous one. The whole time he was there he seemed unsure of what he was doing and was very slow. When he left, I walked outside to see what vehicle he got into. It was an old beat up vehicle and not a Fireside one. It makes me wonder if he was even a bonafide employee or just someone they sent to do the job. He was an employee but had not completed our five-day training program. The only reason we sent him out was due to Justin leaving and I did not want to show up or have to call and move the appointment.    One of Fireside's promises is their employees shall be "clean, courteous, and attentive to your needs." I don't feel he was. The last straw was on Christmas day 2016. We got home around 9 p.m. and our thermostat was out again! I called Fireside's "emergency number" and no answer. I tried their office, no answer. I called the "emergency number" back and left two messages, no reply. I called back one more time and it went straight to voice mail like I was being ignored. I was out of the country with my family for four days over Christmas. Everyone is entitled to a few days off! We only had one technician on call that day and due to the extreme cold weather he was booked all day with Preferred Customers. Our preferred customer program does move those customers to the front of the line. The [redacted] had the opportunity to become preferred customers and elected not to. If [redacted] called my cell she did not leave a message. However for the four days my phone did not work.   We decided to call a different company to see if they would come take a look at it. We were freezing and tired of going through this every time we need Fireside's services. We were told they had 24/7 emergency on call when we purchased this. The company we called showed up with 30 minutes, hooked up a different thermostat for us and didn't even charge us a dime! They were on their way within 2 hours. That's what I call customer service! The man said whoever hooked up the [redacted] thermostat wired it wrong and it was very hot. He said he was surprised that we did not have a fire! This makes me wonder about the quality/safety of the other equipment we bought and how it was installed. We told the man about all the problems we had with this $20,000 system that we haven't even owned two years. When he found out how much we paid, he was shocked! He said for everything we got we should have not paid more than $10,000. He said we should be asking where our other $10,000 went. Needless to say, this happened on 12/25/2016 and it is now January 12, 2017 and Fireside has still not addressed this issue. We were told when we signed our contract that they were available 24/7 for emergency contact. That did not happen! All of this equipment is supposed to be under warranty for 10 years. This project was competitively bid to the [redacted] and is in line with all our pricing. There is always the cheap guy and it’s easy for someone else to make a statement like on the spot. Mr. [redacted] did tell me when he awarded the project to Fireside that we where not the cheapest bid but he wanted the good equipment and workmanship.  [redacted] also has failed to mention she had called our office and asked us to come out and repair the line set cover due to them removing a fence in which we did (nothing mentioned then about being unhappy) and we did the job without charging her. We have had some issues with these thermostats and in every case we have taken care of the issue without cost to the [redacted]. The equipment is warranted for 10 years from the manufactory as with all equipment. Our labor warranty is one year as with all installs and we fulfilled that warranty in every way.     We can't even get them to respond when we have an emergency! How are we supposed to handle this? This is a vey unprofessional company and I feel we were misled and treated badly this whole ordeal. This company boasts, "Our goal is not to satisfy our customers, but to wow them" and "help is just a phone call away." On our paperwork, there are some risk free guarantees. There are two guarantees I do not feel have been addressed: 1. Craftsmanship Guarantee -- "If you are not 100% pleased with the quality and craftsmanship of your installation, we will do WHATEVER IT TAKES to ensure your total satisfaction." 2. No Excuses Guarantee -- "Fireside guarantees that your Home Comfort System will work properly. If for any reason, the system does not perform to specification, if we can't fix it, we'll refund 100% of your original investment. No excuses." This is true and this guarantees is for one year as stated. I feel we have been more than patient with this company and after 3 times, deserve compensation for something that has not worked properly since we have owned it. Fireside has caused us much stress and grief that was unnecessary. This company does not care about their customers, and does not live up to their promises. We could have lost our home from this last mistake and we want this matter addressed. Thank you! Our equipment (furnace, ac, filtration, and water heater) has worked without fault since installed. The issues with the thermostat are unexplainable. As we have installed over fifty of these without any issues. The equipment is warranted as stated by the manufactory and they are outstanding to work with if any issues come up. This warranty is between the homeowner and the manufactory not the contractor.   I do apologize for the issue over Christmas. We service over 4500 current customers and do make mistakes (I truly wish I could say we don’t but I know better) but I think we do an outstanding job at least 90% of the time. My techs have to work 60 to 70 hours a week at this time of the year and do care about our customers and do there best in getting to as many customers as possible. Outside of not responding to a call on Christmas day we have taken care of the issues with the thermostats without any cost to the [redacted]. We cannot always respond as fast as our customers would like but we do always get there as fast as we can.

Revdex.com:I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted]. I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaint. I have decided to pursue legally or via other avenues. Regards,

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] Or [redacted]      We reject this response because NOTHING has been solved here. This is becoming beyond ridiculous. We are still without a thermostat that is compatible with our system and have been without one since 12/25/16. Our agreement says 10 years on parts. After this happening 3 times, we feel we should be given a new thermostat and some kind of compensation. Nothing on this agreement says anything about the parts being the responsibility of the manufacturer. It states 10 years on parts by Fireside.      Our equipment HAS been serviced twice per year. Look how many times you have been there to work on it! You HAVE serviced this equipment since installation! Nowhere on you "No Excuses Guarantee" or your "Craftsmanship Guarantee" does it say anything about only being good for one year. We should not have to go through the manufacturer to get a new thermostat. THIS WAS YOUR TECH'S MISTAKE AND SCREW UP, nothing to do with the manufacturer! If there was someone that was properly trained on this, it would not have happened. You should have verified this wiring was done correctly when you yourself stated he had NOT gone through your 5-day training. That is negligent on your part! There was NO follow up call after the tech left that day. We have not heard a word from your company since he walked out the door that day and I have phone records that can prove it.     We HAVE tried calling you directly to see if you could take care of this. How can we sit down with you and "get things taken care of" when you choose to dodge and ignore phone calls and NEVER reply to messages?! I don't care how long you have been in business. I have always been trained in my 30+ years of customer service that the customer is ALWAYS right and you do anything to make that customer happy. You yourself stated that your company makes mistakes. Don't you think you should make an effort to make them right for the reputation of your company? I don't know how you can "claim" you have a 96% approval rating. You have a C+ rating with the Revdex.com and by looking at the reviews we can tell we are not the only unhappy customers.     You do not apologize for these issues, because if you did, an honest person would try to make good faith and do something to resolve this (or at least make contact with the customer after all of this!) We don't think asking 2500.00 is asking to much. We still need a compatible thermostat and this system is expensive to fix. It is obvious our labor warranty is not going to be honored and we need compensation in order to fix our problem. It is not like we are asking for a full refund.     Our patience is wearing thin and we want something done about this. We would like an arbitrator to step in if this is not resolved as these "back and forth" replies are not solving anything. Thank you!

from: Dwayne W[redacted] <[redacted]>to: [email protected]: Wed, Nov 11, 2015 at 10:13 AMsubject: [redacted]. ID [redacted].As I discussed with one of your representatives a few weeks ago.  [redacted] has told our office that she is filling suit against...

our company. Therefore we can not disclose any information due to her threat.Dwayne W[redacted]President CEOFIRESIDE TOTAL INDOOR COMFORTfiresidecomfort.com877-789-6716

Mr. [redacted] does not have the facts in his story correct. We did fail to obtain the city building permit. Our Service Manager was terminated for this mistake. We where not cited for any code violations or safety violation from the city and was given the option to turn the furnace around so that it...

was ready assessable, install a switched light fixture at the furnace location or remove the entire system. Mr. [redacted] requested the system to be removed and we agreed we would. Upon arrival of our technicians to remove the system Mr. [redacted] requested we leave the items in which he has been invoiced for. Mr. [redacted] told our technicians he wanted to those items to remain so that they could be utilized for the new system he was having installed. Mr. [redacted] did install another system and has utilized these items. We did not invoice for any items that where removed, only those that Mr. [redacted] requested we not remove. Therefore is responsible for payment on those items.

Complaint: [redacted]
I am rejecting this response because: I am filing a suit in civil court against the business. The business has not answered any of the letters that have been sent and we will will continue to pursue this through legal actions. I will notify the Revdex.com of the outcome of that suit and hope that it will be posted on this sight so that others may also know that they have a recourse of action.
Regards,
[redacted]

Fireside did not install the coil that is causing the issues. And [redacted] has not paid his bill even as of today. We will be filling a lean on [redacted]s home if payment isn't made in full within the next 30 days.

Complaint: [redacted]
 I am rejecting this response because: First off there is no way...

Fireside can't add the heating unit with out taking the coil off and placing it back on top of the unit so again I attached a picture of the unit, you have to remove coil before the new system is put in place.   For not paying my bill they are wrong again we have a payment plan set up by fireside..im sending only the payment copy from fireside due to time frame to responding.will attach the rest on request. payment form received from Fireside but again they will not reply to letters that is sent with the money orders to send balance due and receipt of payment  I'm looking for Fireside to return my down deposit of $2500 plus the cost I put out for the coil of $800 plus for them to pay for another service company to repair the system that should be working I don't want fireside on my property because I don't trust them to be honest and not to sabotage the system. 
Regards,
[redacted]

Check fields!

Write a review of Fireside Total Indoor Comfort

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Fireside Total Indoor Comfort Rating

Overall satisfaction rating

Address: 1101 Center St, Evanston, Wyoming, United States, 82930-3383

Phone:

Show more...

Web:

This website was reported to be associated with Fireside Total Indoor Comfort.



Add contact information for Fireside Total Indoor Comfort

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated