Glamor Shots

Absolutely loved themThey spent so much time answering all of my questions and did phenomenal workThere was zero pressure and they took a ton of picturesI will be using them from now on

First off the homeowners woodstove does not contain any type of catalytic part which if the system did these type of parts would be found on the connector pipe outside of the fireplace Second, the piece that the homeowner is claiming we damaged is a cast iron back plate meant for protection Third, the cast iron panel that the homeowner is claiming we damaged does NOT need to be removed and is not removed during a sweep or inspection of a wood burning stoveForth, our technician did not bring it to the homeowners attention because it is a hairline crack that does NOT require immediate attentionLastly, there is absolutely no way that any person could have damaged the cast iron panel during a sweep & inspection of the unitThis would have been done over a period of time from heat & throwing of logs into the unit (several times)

First off the homeowners woodstove does not contain any type of catalytic part which if the system did these type of parts would be found on the connector pipe outside of the fireplaceSecond, the piece that the homeowner is claiming we damaged is a cast iron back plate meant for protectionThird, the cast iron panel that the homeowner is claiming we damaged does NOT need to be removed and is not removed during a sweep or inspection of a wood burning stove.Forth, our technician did not bring it to the homeowners attention because it is a hairline crack that does NOT require immediate attention.Lastly, there is absolutely no way that any person could have damaged the cast iron panel during a sweep & inspection of the unitThis would have been done over a period of time from heat & throwing of logs into the unit (several times)

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com We would first like to say that we are very sorry that the customer is not happyWe have been trying since the end of March to resolve this with no luckWe had been in contact with the customer (which we have every email) and were trying to make the customer happy and then the customer stopped responding and we made several attempts to contact him with no luckRecently the customer contacted us again and we responded immediatelyI ( [redacted] ) have been the one in contact with the customer since he first contacted us about the issue he was havingLike I had explained to the customer the log sets that he was looking up on the internet were nowhere near the quality as the logs that he has bought from usHe actually has an extremely nice set of gas logsWe also never requested that he pay cash, this was his idea so that he could receive a minimal discountWe did provide an electric pilot/burner like stated on the paperworkWe are willing to come out and show the customer how to manually light it so that there is not a pilot constantly burning (which will minimize any odor also)We noticed that he said "Another owner?" and would just like to state that we do have owners because we are family owned In closing we would just like to say that we are very sorry the customer is not happyWe do feel that like with every customer we have went above and beyond to make this customer happy and would like to continue to do soWe can come out & show the customer how to light the pilot so that he can turn the pilot off when the fireplace is not in useWe can not refund any money due to the fact he was given the exact products that he had paid for and signed a contract for Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It takes some character to admit when someone is wrongAdoes not have it They have fabricated some timing and facts, which granted, is expected in a defensive modeI have every email alsoAfter being fed up with the common excuses, I gave it a breakThey certainly did not attempt to resolve this in the meantimeThey have my email, phone, and addressI am minutes from their officeCant believe if they indeed go "above and beyond for every customer", they wouldn't just happen to be in the neighborhood...? And by the way, [redacted] can see my called ID many timesHonestly, after being disappointed after waiting weeks for delivery, I think anyone would be fed upI prefer to begin a resolution in a decent fact based manner, which I did and will do here below again: First, in response to A1's generous offer to teach me how to light a pilot light on a $set- Why would I pay top dollar and have to manually light a $fireplace? Would this make sense? It comes with a remote but you have to manually light it???!!! I did not get an electronic pilot- (NOT electric [redacted] .) Actually, here is a cut and paste from the website of the manufacturer of THIS set pertaining to what exactly an electronic pilot is:petersonfirelogs.com (This is the manufacturer of the gas log set per the documentation left by ***.) Electronic On/Off Remote: "The electronic on/off remote lighting method features a non-standing pilot assembly installed with your burnerWith this feature, the pilot light on your gas log set does not stay litEach time you turn the log set on with your remote, an electronic signal is sent to the valve assembly, lighting the pilot, which then ignites the log setThe pilot light then goes out." Non standing pilotThis is what was promised Any questions? This is also from the same web page and this describes what I received from A1: "Manual Safety Pilot: The manual safety pilot lighting method features a pilot valve assembly you install on your burnerIt features a pilot light that you can keep lit allowing you to turn the log set on and off without ever holding a match to the burnerThe safety pilot kit has a safety mechanism built in so if the pilot light ever goes out it will shut off the gas supply." Keep litThis is what I got, and what Ais offering to show me how to light each and every time I want a fireThanks If Awould like to dispute this fact as to what they actually have installed- come on over - Maybe Aforgot - Or maybe Ahas an issue with the Manufacturer sending the wrong one - Adoes not have an issue with payment from me After contacting another dealer for [redacted] Company, they confirmed that the electronic version is an optionSo ***( owner) saying it is impossible to have one to my face was not the truth My apologies for paying my bills immediately, Amay believe this is bad for business?? Thought I was being a good customer by not beating up Aand haggling, and threateningI guess you would prefer this? I have all the emails- at least the ones they actually sent to my address- that show that I preferred to be reasonable offering to pay restocking, not going to social media and patiently working through a fact based solutionFacts remain facts, the manufacturer's description of what Asupplied also conflicts with their positionThey did not supply what they promised [redacted] is right, I signed their Acontract for exactly what I wanted and paid forHas nothing to do with what they delivered, and then stalled for the days so I could not return it! Also claiming that they never saw or installed such a state of the art set before; [redacted] A monkey could have installed this setConnect gas, put batteries in remote, light pilot(Am I correct [redacted] and ***?) Did I ask for a discount if I did it myself? No Problem is with what they promised me, I wasnt supposed to need to light a pilotE L E C T R O N I C(To help simplify for A1, It's like your furnace, and everyone's modern furnace- electronic pilot.) + Thats what Apromised + Thats whats on the contract I remain entitled to all my money back because I certainly did not get what they promised ( and put on contract, [redacted] ) to both me and my wife who also was present, beginning in FebruarySuggest to Ato read the contract again- Electronic Pilot ( First line under the Details Section) Lastly, I dont appreciate throwing in the sentimental 'family' business alsoThe point was that I felt confident that I was dealing with an owner- (this is actually a positive for A1!) A'FEELS' they go above and beyond? I MORE than feel a ripoff

Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com This customer purchased a vent free Appliance from our company, along with gas piping to the existing masonry fireplaceCustomer was pleased with installation & was educated in how to operate the new heating applianceThis customer shortly after installation contacted our service tech on his personal cell phone and complained that she was having difficulty turning it onOur Technician went back to her home free of charge, and engineered a device making it easier to use for the customershe was informed that this would void any warranty(as the appliance was modified) but the customer insisted and the service was performedShortly after the customer contacted our technician again on his personal cell phone and complained that the appliance would not lightOur tech who was on vacation took time to walk her through the pilot ignition process over the phone with no successThe customer was given an appointment, the appliance was inspected and the thermo coupler pilot assembly was found to be defectiveWhen told that the part would be ordered and that the office would contact her when the part arrived customer became irate and wasn't able to understand that we have immense client base and we couldn't just simply provide service to her to the exclusion of everyone elseWith all of that having been said arrangements were made and our original technician returned yet again to make to make a repair, only to discover that the part that had been obtained was not compatible with the applianceThe customer was further agitated and complained that she just wanted a fireplace that workedThe company agreed to "GIVE" her an entirely new log similar to the one originally purchased as a final resolutionThe set was installed, customer used the appliance and complained that it gave off too much heatCustomer was told that a damper system would need to be installed in order to vent the appliance as her original damper was over years old and defectiveCustomer was angered by this and was not able to understand why we could not just continue to give her products and service appointments for "warranty" coverageThe warranty was voided after the appliance was modifiedEverything that the company provided after that appointment was done so in spirit of customer service and satisfactionOur technician returned a last time and opened this customers defective damperThe debris was captured on a tarpThe customer can either have her defective damper repaired or install a new oneWe have tried mighty hard to please this customer and it can not be done Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) ASafety Chimney Services does not seem to be offering a solution in their written response"We have tried might hard to please this customer and it cannot be done"The fact that I now have a broken damper in addition to a fireplace where all the heat goes up the chimney is some how due to my being unable to be satisfiedIn other words the multiple visits were my fault and had nothing to do with their workmanship and bad decision makingAnd they suggest that I "can either have my defective damper repaired or install a new one." Is it really up to me to fix the problem or is the problem due to their bungling and incompetence? It is not my fault that the first fireplace they choose to install required me to literally lay down on the floor to turn it on (a remote control was never offered)I have severe arthritis in both knees and it is very difficult for me to get up and downI called and asked if there was a better way?(Second visit)Instead of offering a remote they themselves devised an extension to the [redacted] which made it easier to turn but I still had to lay down on the floor to turn it onThey implied that this was the best they could do so I accepted their solution The fact that the thermo coupler broke a week after the initial installation was an unpleasant surpriseWhen I called to tell them something was wrong they insisted I just did not know how to turn the fireplace onI requested they come out and look for themselvesThey did so, reluctantlyAfter inspection the broken thermo couplerIt did not have anything to do with my not knowing how to turn it on or my being "***"My guess is it was either a faulty mechanism coming from the manufacturer or it wasn't installed properlyNot my fault Rather then getting a replacement thermo coupler for that particular fireplace they chose to use an "universal" thermo couplerThey came out to install it and guess what, it didn't fit! Whose bad decision was this? Not mine Their fifth attempt to provide a working fireplace was to bring out a whole new fireplace set (different for the original set)Another bad decision on their partThis new set did not match up with the original fittings and consequently they were unable to install itNot my fault(At this point I was beginning to question if they knew what they were doing.) Their sixth attempt was to bring in yet another whole new set, again not the same as the original set they had installedThey MADE it fit It didn't take long to discover there was a serious problem with this new fireplaceAfter being turned on all the heat was directed onto the surrounding bricks and wooden mantleThe bricks and mantle got so hot they were impossible to touch without actually getting burned I had to call and inform them of this new problemThey were very unhappy to hear this, but again, it was not my fault! Their seventh visit to ascertain whether there really was a problem resulted in the technician turning on the fireplace and after a few minutes he touched the bricks and his actual words were "this is too hot, it's DANGEROUS"His solution was to forcefully open the damper (he had to use a pliers)As it opened years of soot, dust, and dirt came flying out into my living room Having the damper wide open resulted in all the heat from the fireplace going up the chimney(The major reason I chose to have a fireplace was to warm up my living room during the winterThe room is very drafty)So I called and talked to the head technicianHe told me the fireplace was only suppose to be decorative and not to expect any heatHe stated they had done all they could and would not come out again I really need some help to get a fair shakeWhat I would like is a fully functioning fireplace that both heats and lightsI suspect that between their incompetence and my being a single women they feel they can get away with telling me that I have a working fireplace I would really appreciate the help of the Revdex.comI am $1,poorer without a fully functioning fireplace P.STo clear up the issue of my using the technicians personal telephone: He GAVE me his number (how else would I know it?) and instructed me to call him if I had any questions or problems Final Business Response / [redacted] (4000, 9, 2015/04/27) */ Technically, Our company's obligation to the customer ended when she elected to have the original installation appliance modifiedAs stated previously, everything that was provided to the customer after that point, was done so, in the spirit of customer service When we offered her the option of a remote ignition she declined and insisted that the technician make the appliance "Usable" because, in her words she was not going to pay a dollar more A-Safety Chimney Service does not engineer/manufacturer heating appliancesNor can we foresee a potential issue with a particular clients infirmities and lack of ability in operating a specific system Furthermore, failed thermo coupler assemblies, do occur from time to timeThe customer did not want to wait for the original replacement partThere were time constraints put on the company and a complete unwillingness to cooperate in that processIn fact, every time an attempt was made to provide service the customer refused to accept anything except that which amounted to instant gratification in her quest to achieve satisfaction for her long list of grievancesThat is not how the real world worksEven still, we tried to no avail For the record, in the customers words, verbatim, " Why don't you just buy a set from home depot and install it"The catalyst which prompted the entire replacement of her applianceBot to seem redundant, which came about because she did not want to wait for the replacement thermo-coupler (and a service appointment)We complied with the customers wishes Her House (including her damper) is close to eighty years oldThe damper isn't completely functionalWe offered her a resolution to that problem which costs $She flatly refused this as a viable remedy because the customer "Feels" that somehow she is entitled to more free stuff as she paid $Well,, feelings aren't factsWe even offered to make functional her old, non functional damper, for a fee, ($99) and this too of course was unacceptable We have offered solutions, but the customer has to be willing to participate

The way the conversation went was like this:I (***) TOLD THE CUSTOMER THERE WAS NO POSSIBLE WAY A CHIMNEY SWEEP COULD COZ THE DAMAGE SHE WAS ACCUSSING US OFPICTURES WERE TAKE BEFORE BUT PREVISE DAMAGE COULD NOT BE SEEN SHE THREATHEN ME SHE WOULD TAKE IT THE NEXT LEVEL IF WE DIDNT REPAIR REAR WALLI STATED I WOULD NOT REPAIR SOMETHING WE DID NOT DO AND SHE (customer) HUNG UP ON ME DURING CONVERSATION MRSASKED WHY THE TECHNICIAN DID NOT TELL HERE IT DIDNT NEED TO BE REPAIRI TOLD HER BECAUSE IT WAS NOT CRACKED ALL THE WAY THROUGH AND WAS NOT NEEDING TO BE REPLACED We did not damage anything during our appointment and we would NEVER hang up on a customer

Had our dryer vent cleaned and the left job incomplete including torn tape left dangling from pipes and tossing dryer lint behind the dryer instead of putting it in the garbage A discussion with management had them calling me a liar

Customer care was above-average
The serviceman called about a half hour before arriving as what was told to us by the office
They clean the fireplace in the dryer vent and gave me a full report and also sent those pictures over fireplace
Very satisfied

Complaint: ***
I am rejecting this response because:
Sincerely, The part would have been removed if cleaned properly, and the when I inspected the stove it was cleaned inside-the technicians work-not mine this timeHairline crack or not, it is damaged and the technician did it, I count on this stove in the winter, and have always maintained itI think the technician didn't say anything because HE did itMy question to the Revdex.com is how do I get this problem solved? After this happened to me I have asked advice from my employer as how to handle thisMy employer told me to contact the Revdex.com, but also told me this company-Ahad a terrible reputation in the business world, as well as Kathy herselfNext ime I will do my homework first, until then how do I get my stove repaired? ***
*** ***

Initial Business Response /* (1000, 5, 2015/07/27) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@yahoo.com
We would first like to say that we are very sorry that the customer is not happyWe have been trying since the end of March to
resolve this with no luckWe had been in contact with the customer (which we have every email) and were trying to make the customer happy and then the customer stopped responding and we made several attempts to contact him with no luckRecently the customer contacted us again and we responded immediatelyI (***) have been the one in contact with the customer since he first contacted us about the issue he was havingLike I had explained to the customer the log sets that he was looking up on the internet were nowhere near the quality as the logs that he has bought from usHe actually has an extremely nice set of gas logsWe also never requested that he pay cash, this was his idea so that he could receive a minimal discountWe did provide an electric pilot/burner like stated on the paperworkWe are willing to come out and show the customer how to manually light it so that there is not a pilot constantly burning (which will minimize any odor also)We noticed that he said "Another owner?" and would just like to state that we do have owners because we are family owned
In closing we would just like to say that we are very sorry the customer is not happyWe do feel that like with every customer we have went above and beyond to make this customer happy and would like to continue to do soWe can come out & show the customer how to light the pilot so that he can turn the pilot off when the fireplace is not in useWe can not refund any money due to the fact he was given the exact products that he had paid for and signed a contract for
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It takes some character to admit when someone is wrongAdoes not have it
They have fabricated some timing and facts, which granted, is expected in a defensive modeI have every email alsoAfter being fed up with the common excuses, I gave it a breakThey certainly did not attempt to resolve this in the meantimeThey have my email, phone, and addressI am minutes from their officeCant believe if they indeed go "above and beyond for every customer", they wouldn't just happen to be in the neighborhood...? And by the way, *** can see my called ID many timesHonestly, after being disappointed after waiting weeks for delivery, I think anyone would be fed upI prefer to begin a resolution in a decent fact based manner, which I did and will do here below again:
First, in response to A1's generous offer to teach me how to light a pilot light on a $set- Why would I pay top dollar and have to manually light a $fireplace? Would this make sense? It comes with a remote but you have to manually light it???!!!
I did not get an electronic pilot- (NOT electric ***.)
Actually, here is a cut and paste from the website of the manufacturer of THIS set pertaining to what exactly an electronic pilot is:petersonfirelogs.com (This is the manufacturer of the gas log set per the documentation left by ***.)
Electronic On/Off Remote:
"The electronic on/off remote lighting method features a non-standing pilot assembly installed with your burnerWith this feature, the pilot light on your gas log set does not stay litEach time you turn the log set on with your remote, an electronic signal is sent to the valve assembly, lighting the pilot, which then ignites the log setThe pilot light then goes out."
Non standing pilotThis is what was promised
Any questions?
This is also from the same web page and this describes what I received from A1:
"Manual Safety Pilot:
The manual safety pilot lighting method features a pilot valve assembly you install on your burnerIt features a pilot light that you can keep lit allowing you to turn the log set on and off without ever holding a match to the burnerThe safety pilot kit has a safety mechanism built in so if the pilot light ever goes out it will shut off the gas supply."
Keep litThis is what I got, and what Ais offering to show me how to light each and every time I want a fireThanks
If Awould like to dispute this fact as to what they actually have installed- come on over
- Maybe Aforgot
- Or maybe Ahas an issue with the Manufacturer sending the wrong one
- Adoes not have an issue with payment from me
After contacting another dealer for *** Company, they confirmed that the electronic version is an optionSo ***( owner) saying it is impossible to have one to my face was not the truth
My apologies for paying my bills immediately, Amay believe this is bad for business?? Thought I was being a good customer by not beating up Aand haggling, and threateningI guess you would prefer this?
I have all the emails- at least the ones they actually sent to my address- that show that I preferred to be reasonable offering to pay restocking, not going to social media and patiently working through a fact based solutionFacts remain facts, the manufacturer's description of what Asupplied also conflicts with their positionThey did not supply what they promised
*** is right, I signed their Acontract for exactly what I wanted and paid forHas nothing to do with what they delivered, and then stalled for the days so I could not return it! Also claiming that they never saw or installed such a state of the art set before; *** A monkey could have installed this setConnect gas, put batteries in remote, light pilot(Am I correct *** and ***?) Did I ask for a discount if I did it myself? No
Problem is with what they promised me, I wasnt supposed to need to light a pilotE L E C T R O N I C(To help simplify for A1, It's like your furnace, and everyone's modern furnace- electronic pilot.)
+ Thats what Apromised
+ Thats whats on the contract
I remain entitled to all my money back because I certainly did not get what they promised ( and put on contract, ***) to both me and my wife who also was present, beginning in FebruarySuggest to Ato read the contract again- Electronic Pilot ( First line under the Details Section)
Lastly, I dont appreciate throwing in the sentimental 'family' business alsoThe point was that I felt confident that I was dealing with an owner- (this is actually a positive for A1!)
A'FEELS' they go above and beyond?
I MORE than feel a ripoff

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I do not accept this response from the bussinessThe owner *** did not acknowledge the crackTo clean the stove the technician would have to remove the converter to clean it-she said he never touched it, yet it is crackedI sent the owner pictures of the crackThe owner *** told me it was not her problem, and DID HANG UP O N ME! This is technician error, and they should replace it***

The way the conversation went was like this:I (***) TOLD THE CUSTOMER THERE WAS NO POSSIBLE WAY A CHIMNEY SWEEP COULD COZ THE DAMAGE SHE WAS ACCUSSING US OFPICTURES WERE TAKE BEFORE BUT PREVISE DAMAGE COULD NOT BE
SEEN. SHE THREATHEN ME SHE WOULD TAKE IT THE NEXT LEVEL IF WE DIDNT REPAIR REAR WALL. I STATED I WOULD NOT REPAIR SOMETHING WE DID NOT DO AND SHE (customer)HUNG UP ON ME. DURING CONVERSATION MRSASKED WHY THE TECHNICIAN DID NOT TELL HERE IT DIDNT NEED TO BE REPAIRI TOLD HER BECAUSE IT WAS NOT CRACKED ALL THE WAY THROUGH AND WAS NOT NEEDING TO BE REPLACEDWe did not damage anything during our appointment and we would NEVER hang up on a customer

Initial Business Response /* (1000, 5, 2015/04/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
This customer purchased a vent free Appliance from our company, along with gas piping to the existing masonry fireplace. Customer was...

pleased with installation & was educated in how to operate the new heating appliance. This customer shortly after installation contacted our service tech on his personal cell phone and complained that she was having difficulty turning it on. Our Technician went back to her home free of charge, and engineered a device making it easier to use for the customer. she was informed that this would void any warranty(as the appliance was modified) but the customer insisted and the service was performed. Shortly after the customer contacted our technician again on his personal cell phone and complained that the appliance would not light. Our tech who was on vacation took time to walk her through the pilot ignition process over the phone with no success. The customer was given an appointment, the appliance was inspected and the thermo coupler pilot assembly was found to be defective. When told that the part would be ordered and that the office would contact her when the part arrived customer became irate and wasn't able to understand that we have immense client base and we couldn't just simply provide service to her to the exclusion of everyone else. With all of that having been said arrangements were made and our original technician returned yet again to make to make a repair, only to discover that the part that had been obtained was not compatible with the appliance. The customer was further agitated and complained that she just wanted a fireplace that worked. The company agreed to "GIVE" her an entirely new log similar to the one originally purchased as a final resolution. The set was installed, customer used the appliance and complained that it gave off too much heat. Customer was told that a damper system would need to be installed in order to vent the appliance as her original damper was over 80 years old and defective. Customer was angered by this and was not able to understand why we could not just continue to give her products and service appointments for "warranty" coverage. The warranty was voided after the appliance was modified. Everything that the company provided after that appointment was done so in spirit of customer service and satisfaction. Our technician returned a last time and opened this customers defective damper. The debris was captured on a tarp. The customer can either have her defective damper repaired or install a new one. We have tried mighty hard to please this customer and it can not be done.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A1 Safety Chimney Services does not seem to be offering a solution in their written response. "We have tried might hard to please this customer and it cannot be done". The fact that I now have a broken damper in addition to a fireplace where all the heat goes up the chimney is some how due to my being unable to be satisfied. In other words the multiple visits were my fault and had nothing to do with their workmanship and bad decision making. And they suggest that I "can either have my defective damper repaired or install a new one." Is it really up to me to fix the problem or is the problem due to their bungling and incompetence?
1. It is not my fault that the first fireplace they choose to install required me to literally lay down on the floor to turn it on (a remote control was never offered). I have severe arthritis in both knees and it is very difficult for me to get up and down. I called and asked if there was a better way?. (Second visit). Instead of offering a remote they themselves devised an extension to the [redacted] which made it easier to turn but I still had to lay down on the floor to turn it on. They implied that this was the best they could do so I accepted their solution.
2. The fact that the thermo coupler broke a week after the initial installation was an unpleasant surprise. When I called to tell them something was wrong they insisted I just did not know how to turn the fireplace on. I requested they come out and look for themselves. They did so, reluctantly. After inspection the broken thermo coupler. It did not have anything to do with my not knowing how to turn it on or my being "[redacted]". My guess is it was either a faulty mechanism coming from the manufacturer or it wasn't installed properly. Not my fault.
3. Rather then getting a replacement thermo coupler for that particular fireplace they chose to use an "universal" thermo coupler. They came out to install it and guess what, it didn't fit! Whose bad decision was this? Not mine.
4. Their fifth attempt to provide a working fireplace was to bring out a whole new fireplace set (different for the original set). Another bad decision on their part. This new set did not match up with the original fittings and consequently they were unable to install it. Not my fault. (At this point I was beginning to question if they knew what they were doing.)
5. Their sixth attempt was to bring in yet another whole new set, again not the same as the original set they had installed. They MADE it fit.
It didn't take long to discover there was a serious problem with this new fireplace. After being turned on all the heat was directed onto the surrounding bricks and wooden mantle. The bricks and mantle got so hot they were impossible to touch without actually getting burned.
I had to call and inform them of this new problem. They were very unhappy to hear this, but again, it was not my fault!
6. Their seventh visit to ascertain whether there really was a problem resulted in the technician turning on the fireplace and after a few minutes he touched the bricks and his actual words were "this is too hot, it's DANGEROUS". His solution was to forcefully open the damper (he had to use a pliers). As it opened years of soot, dust, and dirt came flying out into my living room.
Having the damper wide open resulted in all the heat from the fireplace going up the chimney. (The major reason I chose to have a fireplace was to warm up my living room during the winter. The room is very drafty). So I called and talked to the head technician. He told me the fireplace was only suppose to be decorative and not to expect any heat. He stated they had done all they could and would not come out again.
I really need some help to get a fair shake. What I would like is a fully functioning fireplace that both heats and lights. I suspect that between their incompetence and my being a single women they feel they can get away with telling me that I have a working fireplace.
I would really appreciate the help of the Revdex.com. I am $1,719.00 poorer without a fully functioning fireplace.
P.S. To clear up the issue of my using the technicians personal telephone: He GAVE me his number (how else would I know it?) and instructed me to call him if I had any questions or problems.
Final Business Response /* (4000, 9, 2015/04/27) */
Technically, Our company's obligation to the customer ended when she elected to have the original installation appliance modified. As stated previously, everything that was provided to the customer after that point, was done so, in the spirit of customer service.
When we offered her the option of a remote ignition she declined and insisted that the technician make the appliance "Usable" because, in her words she was not going to pay a dollar more.
A-1 Safety Chimney Service does not engineer/manufacturer heating appliances. Nor can we foresee a potential issue with a particular clients infirmities and lack of ability in operating a specific system.
Furthermore, failed thermo coupler assemblies, do occur from time to time. The customer did not want to wait for the original replacement part. There were time constraints put on the company and a complete unwillingness to cooperate in that process. In fact, every time an attempt was made to provide service the customer refused to accept anything except that which amounted to instant gratification in her quest to achieve satisfaction for her long list of grievances. That is not how the real world works. Even still, we tried to no avail.
For the record, in the customers words, verbatim, " Why don't you just buy a set from home depot and install it"... The catalyst which prompted the entire replacement of her appliance. Bot to seem redundant, which came about because she did not want to wait for the replacement thermo-coupler (and a service appointment). We complied with the customers wishes.
Her House (including her damper) is close to eighty years old. The damper isn't completely functional. We offered her a resolution to that problem which costs $565.90. She flatly refused this as a viable remedy because the customer "Feels" that somehow she is entitled to more free stuff as she paid $1719.00. Well,, feelings aren't facts. We even offered to make functional her old, non functional damper, for a fee, ($99) and this too of course was unacceptable.
We have offered solutions, but the customer has to be willing to participate.

First off the homeowners woodstove does not contain any type of catalytic part which if the system did these type of parts would be found on the connector pipe outside of the fireplace. Second, the piece that the homeowner is claiming we damaged is a cast iron back plate meant for protection. Third, the cast iron panel that the homeowner is claiming we damaged does NOT need to be removed and is not removed during a sweep or inspection of a wood burning stove.Forth, our technician did not bring it to the homeowners attention because it is a hairline crack that does NOT require immediate attention.Lastly, there is absolutely no way that any person could have damaged the cast iron panel during a sweep & inspection of the unit. This would have been done over a period of time from heat & throwing of logs into the unit (several times).

First off the homeowners woodstove does not contain any type of catalytic part which if the system did these type of parts would be found on the connector pipe outside of the fireplace. 
Second, the piece that the homeowner is claiming we damaged is a cast iron back plate meant for protection. 
Third, the cast iron panel that the homeowner is claiming we damaged does NOT need to be removed and is not removed during a sweep or inspection of a wood burning stove.
Forth, our technician did not bring it to the homeowners attention because it is a hairline crack that does NOT require immediate attention.
Lastly, there is absolutely no way that any person could have damaged the cast iron panel during a sweep & inspection of the unit. This would have been done over a period of time from heat & throwing of logs into the unit (several times).

Initial Business Response /* (1000, 5, 2015/07/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
We would first like to say that we are very sorry that the customer is not happy. We have been trying since the end of March to resolve...

this with no luck. We had been in contact with the customer (which we have every email) and were trying to make the customer happy and then the customer stopped responding and we made several attempts to contact him with no luck. Recently the customer contacted us again and we responded immediately. I ([redacted]) have been the one in contact with the customer since he first contacted us about the issue he was having. Like I had explained to the customer the log sets that he was looking up on the internet were nowhere near the quality as the logs that he has bought from us. He actually has an extremely nice set of gas logs. We also never requested that he pay cash, this was his idea so that he could receive a minimal discount. We did provide an electric pilot/burner like stated on the paperwork. We are willing to come out and show the customer how to manually light it so that there is not a pilot constantly burning (which will minimize any odor also). We noticed that he said "Another owner?" and would just like to state that we do have 3 owners because we are family owned.
In closing we would just like to say that we are very sorry the customer is not happy. We do feel that like with every customer we have went above and beyond to make this customer happy and would like to continue to do so. We can come out & show the customer how to light the pilot so that he can turn the pilot off when the fireplace is not in use. We can not refund any money due to the fact he was given the exact products that he had paid for and signed a contract for.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It takes some character to admit when someone is wrong. A1 does not have it.
They have fabricated some timing and facts, which granted, is expected in a defensive mode. I have every email also. After being fed up with the common excuses, I gave it a break. They certainly did not attempt to resolve this in the meantime. They have my email, phone, and address. I am 15 minutes from their office. Cant believe if they indeed go "above and beyond for every customer", they wouldn't just happen to be in the neighborhood...? And by the way, [redacted] can see my called ID many times. Honestly, after being disappointed after waiting 6 weeks for delivery, I think anyone would be fed up. I prefer to begin a resolution in a decent fact based manner, which I did and will do here below again:
First, in response to A1's generous offer to teach me how to light a pilot light on a $2500 set- Why would I pay top dollar and have to manually light a $2500 fireplace? Would this make sense? It comes with a remote but you have to manually light it???!!!
I did not get an electronic pilot- (NOT electric [redacted].)
Actually, here is a cut and paste from the website of the manufacturer of THIS set pertaining to what exactly an electronic pilot is:petersonfirelogs.com (This is the manufacturer of the gas log set per the documentation left by [redacted].)
Electronic On/Off Remote:
"The electronic on/off remote lighting method features a non-standing pilot assembly installed with your burner. With this feature, the pilot light on your gas log set does not stay lit. Each time you turn the log set on with your remote, an electronic signal is sent to the valve assembly, lighting the pilot, which then ignites the log set. The pilot light then goes out."
Non standing pilot. This is what was promised.
Any questions?
This is also from the same web page and this describes what I received from A1:
"Manual Safety Pilot:
The manual safety pilot lighting method features a pilot valve assembly you install on your burner. It features a pilot light that you can keep lit allowing you to turn the log set on and off without ever holding a match to the burner. The safety pilot kit has a safety mechanism built in so if the pilot light ever goes out it will shut off the gas supply."
Keep lit. This is what I got, and what A1 is offering to show me how to light each and every time I want a fire. Thanks.
If A1 would like to dispute this fact as to what they actually have installed- come on over.
- Maybe A1 forgot.
- Or maybe A1 has an issue with the Manufacturer sending the wrong one.
- A1 does not have an issue with payment from me.
After contacting another dealer for [redacted] Company, they confirmed that the electronic version is an option. So [redacted]( owner) saying it is impossible to have one to my face was not the truth.
My apologies for paying my bills immediately, A1 may believe this is bad for business?? Thought I was being a good customer by not beating up A1 and haggling, and threatening. I guess you would prefer this?
I have all the emails- at least the ones they actually sent to my address- that show that I preferred to be reasonable offering to pay restocking, not going to social media and patiently working through a fact based solution. Facts remain facts, the manufacturer's description of what A1 supplied also conflicts with their position. They did not supply what they promised.
[redacted] is right, I signed their A1 contract for exactly what I wanted and paid for. Has nothing to do with what they delivered, and then stalled for the 30 days so I could not return it! Also claiming that they never saw or installed such a state of the art set before; [redacted] A monkey could have installed this set. Connect gas, put batteries in remote, light pilot. (Am I correct [redacted] and [redacted]?) Did I ask for a discount if I did it myself? No.
Problem is with what they promised me, I wasnt supposed to need to light a pilot. E L E C T R O N I C. (To help simplify for A1, It's like your furnace, and everyone's modern furnace- electronic pilot.)
+ Thats what A1 promised.
+ Thats whats on the contract.
I remain entitled to all my money back because I certainly did not get what they promised ( and put on contract, [redacted]) to both me and my wife who also was present, beginning in February. Suggest to A1 to read the contract again- Electronic Pilot ( First line under the Details Section)
Lastly, I dont appreciate throwing in the sentimental 'family' business also. The point was that I felt confident that I was dealing with an owner- (this is actually a positive for A1!)
A1 'FEELS' they go above and beyond?
I MORE than feel a ripoff.

Had our dryer vent cleaned and the left job incomplete including torn tape left dangling from pipes and tossing dryer lint behind the dryer instead of putting it in the garbage. A discussion with management had them calling me a liar.

Absolutely loved them. They spent so much time answering all of my questions and did phenomenal work. There was zero pressure and they took a ton of pictures. I will be using them from now on.

Initial Business Response /* (1000, 5, 2015/04/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
This customer purchased a vent free Appliance from our company, along with gas piping to the existing masonry fireplace. Customer...

was pleased with installation & was educated in how to operate the new heating appliance. This customer shortly after installation contacted our service tech on his personal cell phone and complained that she was having difficulty turning it on. Our Technician went back to her home free of charge, and engineered a device making it easier to use for the customer. she was informed that this would void any warranty(as the appliance was modified) but the customer insisted and the service was performed. Shortly after the customer contacted our technician again on his personal cell phone and complained that the appliance would not light. Our tech who was on vacation took time to walk her through the pilot ignition process over the phone with no success. The customer was given an appointment, the appliance was inspected and the thermo coupler pilot assembly was found to be defective. When told that the part would be ordered and that the office would contact her when the part arrived customer became irate and wasn't able to understand that we have immense client base and we couldn't just simply provide service to her to the exclusion of everyone else. With all of that having been said arrangements were made and our original technician returned yet again to make to make a repair, only to discover that the part that had been obtained was not compatible with the appliance. The customer was further agitated and complained that she just wanted a fireplace that worked. The company agreed to "GIVE" her an entirely new log similar to the one originally purchased as a final resolution. The set was installed, customer used the appliance and complained that it gave off too much heat. Customer was told that a damper system would need to be installed in order to vent the appliance as her original damper was over 80 years old and defective. Customer was angered by this and was not able to understand why we could not just continue to give her products and service appointments for "warranty" coverage. The warranty was voided after the appliance was modified. Everything that the company provided after that appointment was done so in spirit of customer service and satisfaction. Our technician returned a last time and opened this customers defective damper. The debris was captured on a tarp. The customer can either have her defective damper repaired or install a new one. We have tried mighty hard to please this customer and it can not be done.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A1 Safety Chimney Services does not seem to be offering a solution in their written response. "We have tried might hard to please this customer and it cannot be done". The fact that I now have a broken damper in addition to a fireplace where all the heat goes up the chimney is some how due to my being unable to be satisfied. In other words the multiple visits were my fault and had nothing to do with their workmanship and bad decision making. And they suggest that I "can either have my defective damper repaired or install a new one." Is it really up to me to fix the problem or is the problem due to their bungling and incompetence?
1. It is not my fault that the first fireplace they choose to install required me to literally lay down on the floor to turn it on (a remote control was never offered). I have severe arthritis in both knees and it is very difficult for me to get up and down. I called and asked if there was a better way?. (Second visit). Instead of offering a remote they themselves devised an extension to the [redacted] which made it easier to turn but I still had to lay down on the floor to turn it on. They implied that this was the best they could do so I accepted their solution.
2. The fact that the thermo coupler broke a week after the initial installation was an unpleasant surprise. When I called to tell them something was wrong they insisted I just did not know how to turn the fireplace on. I requested they come out and look for themselves. They did so, reluctantly. After inspection the broken thermo coupler. It did not have anything to do with my not knowing how to turn it on or my being "[redacted]". My guess is it was either a faulty mechanism coming from the manufacturer or it wasn't installed properly. Not my fault.
3. Rather then getting a replacement thermo coupler for that particular fireplace they chose to use an "universal" thermo coupler. They came out to install it and guess what, it didn't fit! Whose bad decision was this? Not mine.
4. Their fifth attempt to provide a working fireplace was to bring out a whole new fireplace set (different for the original set). Another bad decision on their part. This new set did not match up with the original fittings and consequently they were unable to install it. Not my fault. (At this point I was beginning to question if they knew what they were doing.)
5. Their sixth attempt was to bring in yet another whole new set, again not the same as the original set they had installed. They MADE it fit.
It didn't take long to discover there was a serious problem with this new fireplace. After being turned on all the heat was directed onto the surrounding bricks and wooden mantle. The bricks and mantle got so hot they were impossible to touch without actually getting burned.
I had to call and inform them of this new problem. They were very unhappy to hear this, but again, it was not my fault!
6. Their seventh visit to ascertain whether there really was a problem resulted in the technician turning on the fireplace and after a few minutes he touched the bricks and his actual words were "this is too hot, it's DANGEROUS". His solution was to forcefully open the damper (he had to use a pliers). As it opened years of soot, dust, and dirt came flying out into my living room.
Having the damper wide open resulted in all the heat from the fireplace going up the chimney. (The major reason I chose to have a fireplace was to warm up my living room during the winter. The room is very drafty). So I called and talked to the head technician. He told me the fireplace was only suppose to be decorative and not to expect any heat. He stated they had done all they could and would not come out again.
I really need some help to get a fair shake. What I would like is a fully functioning fireplace that both heats and lights. I suspect that between their incompetence and my being a single women they feel they can get away with telling me that I have a working fireplace.
I would really appreciate the help of the Revdex.com. I am $1,719.00 poorer without a fully functioning fireplace.
P.S. To clear up the issue of my using the technicians personal telephone: He GAVE me his number (how else would I know it?) and instructed me to call him if I had any questions or problems.
Final Business Response /* (4000, 9, 2015/04/27) */
Technically, Our company's obligation to the customer ended when she elected to have the original installation appliance modified. As stated previously, everything that was provided to the customer after that point, was done so, in the spirit of customer service.
When we offered her the option of a remote ignition she declined and insisted that the technician make the appliance "Usable" because, in her words she was not going to pay a dollar more.
A-1 Safety Chimney Service does not engineer/manufacturer heating appliances. Nor can we foresee a potential issue with a particular clients infirmities and lack of ability in operating a specific system.
Furthermore, failed thermo coupler assemblies, do occur from time to time. The customer did not want to wait for the original replacement part. There were time constraints put on the company and a complete unwillingness to cooperate in that process. In fact, every time an attempt was made to provide service the customer refused to accept anything except that which amounted to instant gratification in her quest to achieve satisfaction for her long list of grievances. That is not how the real world works. Even still, we tried to no avail.
For the record, in the customers words, verbatim, " Why don't you just buy a set from home depot and install it"... The catalyst which prompted the entire replacement of her appliance. Bot to seem redundant, which came about because she did not want to wait for the replacement thermo-coupler (and a service appointment). We complied with the customers wishes.
Her House (including her damper) is close to eighty years old. The damper isn't completely functional. We offered her a resolution to that problem which costs $565.90. She flatly refused this as a viable remedy because the customer "Feels" that somehow she is entitled to more free stuff as she paid $1719.00. Well,, feelings aren't facts. We even offered to make functional her old, non functional damper, for a fee, ($99) and this too of course was unacceptable.
We have offered solutions, but the customer has to be willing to participate.

The way the conversation went was like this:I ([redacted]) TOLD THE CUSTOMER 1. THERE WAS NO POSSIBLE WAY A CHIMNEY SWEEP COULD
COZ THE DAMAGE SHE WAS ACCUSSING US OF. 2. PICTURES WERE TAKE BEFORE 
BUT PREVISE DAMAGE COULD NOT BE...

SEEN.                                
SHE THREATHEN ME SHE WOULD TAKE IT THE NEXT LEVEL IF WE DIDNT REPAIR 
REAR WALL. I STATED I WOULD NOT REPAIR SOMETHING WE DID NOT DO AND SHE (customer)
HUNG UP ON ME. 
DURING CONVERSATION MRS. ASKED WHY THE TECHNICIAN DID NOT TELL HERE IT DIDNT 
NEED TO BE REPAIR. I TOLD HER BECAUSE IT WAS NOT CRACKED ALL THE WAY 
THROUGH AND WAS NOT NEEDING TO BE REPLACED.
We did not damage anything during our appointment and we would NEVER hang up on a customer.