Fox Valley Stone And Brick Company, Inc.

We have been in talk with this customer in regards to the unit that they picked out for their home.  We have been trying to reach a different agreement on what other options they may have for a different unit for their home.  We have been continuing this talk even through last few days.

I visited the store and was greeted immediately and was helped in not only products but also the application process for cultured stone. I even got to personnally pick out and view the product. Within a few minutes I also got a comlete quote. Very happy with the service.

I purchased a fireplace years ago and have been extremely happy with the unit itself and the great service we have received on our unit since. They have a wonderful showroom to show the fireplaces working and walked us through the installation process. Very knowledgeable staff.

Review: I had a new home built and the General Contractor had Fox Valley Stone and Brick install the fireplace. At the time I took over the home, the fireplace did not work and Fox Valley did not show for the repair as scheduled by the General Contractor, [redacted] prior to closing. Contractor said to call them directly and reschedule the repair as it was under warranty as long as I did not use the fireplace, it would be fixed or replaced. I called the sales representative, Jim over the next year and he promised to call to set up appointment once he talked with the technicians. He would not call back and I'd call a month later and he said he either forgot or didn't get a repair date and would follow through later. After a year of this, I called and asked for a manager. I explained my problem with the company and the lack or repair on the warrantied fireplace. He said he would call back the next day once he researched the problem on why I wasn't getting any help on this problem. A week later I called back and asked for the manager and reminded him we was going to call me back, as his sales representative had never followed through with my complaint. The manager informed me that the company had only made $250 on the installation of my fireplace unit and with such a small margin, felt no responsibility to assist me or honor the warranty, which now was void because of their lack of follow through. I was told to find my own technician or sue the General Contractor (who went out of business).Desired Settlement: I would like Fox Valley Stone and Brick to pay for the cost of repair to their fireplace unit that never worked safely by another licensed repair professional of my choosing. I can't believe this company treats customers like poorly and stays in business.

Business

Response:

Unfortunately I am not aware of this original complaint from

back in Aug. 2008 when customer stated they contacted us. I did pull invoices from the contractor,

[redacted] and a wood burning unit, a C36 was purchased and installed at [redacted] on November 8, 2006. I am not sure what the issues were with the

unit at that time in Aug. 2008, as it was not stated in the complaint. So it will be hard for me to reply fully to

the complaint at hand. Warranties vary

on each unit on what is covered and what is not and for what duration of time after

the installation of the unit. The owner

did not recall anything regarding this complaint and [redacted], our sales manager is

away on vacation this week, but since this was back from 2008, I am not sure

how much details will be recalled. If

the homeowner can tell me more of what the issue was with the fireplace, I can

let them know if there was a warranty claim there or not.

Sincerely,

Fox

Valley Stone and Brick

Co., Inc.

Review: My wife and I expressed our desire to purchase a fireplace that put off ambient heat into our room as our old one was needing to be replaced. From minute one of dealing with [redacted] and [redacted] at Fox Valley Stone and Brick, they were aware of this desire. We were limited to space limitations due to a wooden mantle. [redacted] advised us with a model that would work in our home. At no time did we sign their "proposal" as should have been done. After this unit was installed on Monday 10/26, the blower fan was defective and didn't operate. [redacted], the owner, said they couldn't do anything further on that day for replacement. It was decided for a replacement fan to be installed on Friday 10/30 at 8am in the morning.

The tech that came to place this new fan had to "force" the fan into the firebox as it was a larger fan. I questioned him on the positioning of this fan in relation to the defective one as it was in a different place. He said that wouldn't matter. He also removed the "thermo-disc and variable speed switch". Once this fan was placed, I did in fact run the fireplace for several hours with much dissatisfaction at the heat being put out by this fireplace. This fireplace is rated at 20,000 BTU's which is more than enough to heat my room size of 15x20 which is 300sq feet.

I have been numerous attempts to discuss this with the owner and also sales representative which have both basically passed this off as a invalid concern and have heard them state, "it is what it is". I did in fact since then, contact the company directly who manufactures this fireplace and provided them with pictures of the installation of the fan and also concerns I have. They have stated that this company has in fact not installed the proper materials in their unit and as a result has voided the warranty and also certification on the unit.

I have made the company aware that due to their lack of customer service and their lack to install this unit to manufacturers standards, that I an expecting a full refund on this product and for them to remove this from my home effective Friday 11/6. I have sent an email yesterday to the owner and also sales representative with a request to hear by end of business yesterday, Wednesday 11/4 which I did not.

Thank you for your help in this matter.Desired Settlement: Removal of fireplace unit and all associated products with this unit and a full refund as a result of the apparent lack of doing proper installation standards per the manufacturer thus voiding my warranty and certification on the unit.

Business

Response:

We have been in talk with this customer in regards to the unit that they picked out for their home. We have been trying to reach a different agreement on what other options they may have for a different unit for their home. We have been continuing this talk even through last few days.