Glowing Hearth & Home, LLC

(The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately I don't see that much of their response is totally pertinent to the problem and they acknowledge they don't know what the chase was painted with or whether the chimney has been cleanedAs I informed them and they seem to ignore(not sure why), the rain/termination cap is what rusted and the rust bled into the chase cap and chase siding(paint) causing it too to stain and later rustThe damage stems well beyond the rain cap and includes the chase cap and down the sides of the chase sidingFurthermore, I have informed the company several times the chimney has been cleaned times per year, mid season, and end of season, with an inspection prior to the burning seasonI perform that work myself religiouslyThey have also claimed I burn poor lumber like treated or pine or the likeI told the company I only burn oak, elm, maple, and other hardwoods that are seasoned 1-years minimumThat wood comes from the land we live onThis is all pertinent information, per the owners manual which I have, and years of experience burning wood, and they seem to not want to acknowledge that I in fact did follow the basic rules of woodburning fireplacesI've done so for over years Ironically, they tell me they've never seen this problem before and yet you can find examples on the internetI also contacted another local fireplace company come onsite and confirm the source of the problem....the rain/termination cap rusted and dripped down onto the chase top and ruined it, as well as the house paint on the chase sidingI also had the paint manufacturer come onsite(Sherwin Williams) to confirm the paint did not rust, instead it was stained from the dripping rust from the capRather than point a finger at the painters or homeowners, they should consider the source of the problem came from their failed product Photos attached show the cap rust dripping down the side of the chimney onto the chase cap/top as well as the painted chaseThe other picture shows the cap rusting and deteriorating causing all the original problems I am confused at how they think I was happy as noted in their responseYes, I did get a termination/rain cap and that was a start, but I was not happy with only that and they know thatRather than them think I should be happy, perhaps they should acknowledge a partial solution still leaves me with a partial problem left to fixI am asking for resolution to the rest of the problem their failed product created, which is fixing the stained/rusted chase top and stained siding/painting as wellAs can be seen by the photos, the damage is extensive(IMG_0345-1)

We had a very good experience with Glowing Hearth & Home when they set us up with a gas-fireplace insertThey were very professional, communicated well and did high-quality work

Glowing Hearth & Home installed an Escape I-insert for us in our lower level We were impressed with the customer service from the moment we walked into their Burnsville Showroom We quickly selected the exact insert we wanted and scheduled a preview to make sure it would fit Everything went seamlessly from our first visit to our last when our fireplace was burning Their pricing was very competitive and their knowledge regarding all their products was impressive Much better service than the other competitors we went too Thanks for making our experience so enjoyable and painless! Would recommend Glowing Hearth and Home to anyone interested in a new fireplace We will hire them again to install one in our porch! Can't wait for fall

Initial Business Response /* (1000, 5, 2015/10/30) */
The homeowner is not telling the whole storyHomeowner did purchase this product from Glowing Hearth & Home & was installed on 3/10/At the time of purchase the homeowner was given the choice to purchase a pre-painted color
clad chase top from us, instead he chose to purchase a galvanized chase top (unpainted) and have his painter paint it to match the rest of the houseGlowing Hearth has no information regarding what paint was used, how it was prepared for paint, etc., nor did we paint itWe also do not know whether or not the chimney has ever been cleaned, and clearly the owners manual (see attached) makes it clear regular cleaning is necessary to avoid creosote and rustI have spoken at length this past month with the manufacturer (Quadrafire), specifically the Engineer (Colin ***) regarding the Homeowners situation and he has stated creosote causes rust & that the chimney must be inspected for creosote, & the creosote must be removed as needed (see attachment from Owner's Manual "Maintenance and Service")Glowing Hearth & Home, on November 29, 2014, did provide the Homeowner, free of charge years after original purchase (see attachement showing no charge items)both a brand new termination cap and high temperature paint per his request so he could replace the cap and re-paint the chase topHomeowner was happy and said he would replace the termination cap and re-paint the chase topHe called again this year in October (2015) and told us he had plans to re-paint his house first thing in the Spring and asked us for a price to supply and replace his galvanized chase top with a pre-painted color clad, we gave him a quote of $(which includes labor to install), he declinedWe are disappointed that this customer is unhappy but we feel we have been more than fair and so does the manufacturer
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately I don't see that much of their response is totally pertinent to the problem and they acknowledge they don't know what the chase
was painted with or whether the chimney has been cleanedAs I informed them and they seem to ignore(not sure why), the rain/termination cap
is what rusted and the rust bled into the chase cap and chase siding(paint) causing it too to stain and later rustThe damage stems well beyond the rain cap and includes the chase cap and down the sides of the chase sidingFurthermore, I have informed the company several times the chimney has been cleaned times per year, mid season, and end of season, with an inspection prior to the burning seasonI perform that work myself religiouslyThey have also claimed I burn poor lumber like treated or pine or the likeI told the company I only burn oak, elm, maple, and other hardwoods that are seasoned 1-years minimumThat wood comes from the land we live onThis is all pertinent information, per the owners manual which I have, and years of experience burning wood, and they seem to not want to acknowledge that I in fact did follow the basic rules of woodburning fireplacesI've done so for over years
Ironically, they tell me they've never seen this problem before and yet you can find examples on the internetI also contacted another local
fireplace company come onsite and confirm the source of the problem....the rain/termination cap rusted and dripped down onto the chase top and ruined it, as well as the house paint on the chase sidingI also had the paint manufacturer come onsite(Sherwin Williams) to confirm the paint did not rust, instead it was stained from the dripping rust from the capRather than point a finger at the painters or homeowners, they should consider the source of the problem came from their failed product
Photos attached show the cap rust dripping down the side of the chimney onto the chase cap/top as well as the painted chaseThe other picture shows the cap rusting and deteriorating causing all the original problems
I am confused at how they think I was happy as noted in their responseYes, I did get a termination/rain cap and that was a start, but I was not happy with only that and they know thatRather than them think I should be happy, perhaps they should acknowledge a partial solution still leaves me with a partial problem left to fixI am asking for resolution to the rest of the problem their failed product created, which is fixing the stained/rusted chase top and stained siding/painting as wellAs can be seen by the photos, the damage is extensive
Final Business Response /* (4000, 11, 2015/11/16) */
We are working with the manufacturer to see what they are willing to do on this issueWe will respond again to the complaint in 3-business days
Final Consumer Response /* (3000, 13, 2015/11/23) */
It seems to me we are actually waiting for more information from them

We are working with the manufacturer to see what they are willing to do on this issueWe will respond again to the complaint in 3-business days

The homeowner is not telling the whole storyHomeowner did purchase this product from Glowing Hearth & Home & was installed on 3/10/At the time of purchase the homeowner was given the choice to purchase a pre-painted color clad chase top from us, instead he chose to purchase a galvanized chase top (unpainted) and have his painter paint it to match the rest of the houseGlowing Hearth has no information regarding what paint was used, how it was prepared for paint, etc., nor did we paint itWe also do not know whether or not the chimney has ever been cleaned, and clearly the owners manual (see attached) makes it clear regular cleaning is necessary to avoid creosote and rustI have spoken at length this past month with the manufacturer (Quadrafire), specifically the Engineer (Colin McCormick) regarding the Homeowners situation and he has stated creosote causes rust & that the chimney must be inspected for creosote, & the creosote must be removed as needed (see attachment from Owner's Manual "Maintenance and Service")Glowing Hearth & Home, on November 29, 2014, did provide the Homeowner, free of charge years after original purchase (see attachement showing no charge items)both a brand new termination cap and high temperature paint per his request so he could replace the cap and re-paint the chase topHomeowner was happy and said he would replace the termination cap and re-paint the chase topHe called again this year in October (2015) and told us he had plans to re-paint his house first thing in the Spring and asked us for a price to supply and replace his galvanized chase top with a pre-painted color clad, we gave him a quote of $(which includes labor to install), he declinedWe are disappointed that this customer is unhappy but we feel we have been more than fair and so does the manufacturer

Glowing Hearth & Home along with the manufacturer, Heat & Glo, provided Jeff *** with a brand new termination cap free of charge. As far as Glowing Hearth knows the customer is satisfied and this issue has been taken care of Please let me know if you have any additional questions Thanks!

We had a very good experience with Glowing Hearth & Home when they set us up with a gas-fireplace insert. They were very professional, communicated well and did high-quality work.

(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately I don't see that much of their response is totally pertinent to the problem and they acknowledge they don't know what the chase
was painted with or whether the chimney has been cleaned. As I informed them and they seem to ignore(not sure why), the rain/termination cap
is what rusted and the rust bled into the chase cap and chase siding(paint) causing it too to stain and later rust. The damage stems well beyond the rain cap and includes the chase cap and down the sides of the chase siding. Furthermore, I have informed the company several times the chimney has been cleaned 2 times per year, mid season, and end of season, with an inspection prior to the burning season. I perform that work myself religiously. They have also claimed I burn poor lumber like treated or pine or the like. I told the company I only burn oak, elm, maple, and other hardwoods that are seasoned 1-2 years minimum. That wood comes from the land we live on. This is all pertinent information, per the owners manual which I have, and years of experience burning wood, and they seem to not want to acknowledge that I in fact did follow the basic rules of woodburning fireplaces. I've done so for over 25 years.
Ironically, they tell me they've never seen this problem before and yet you can find examples on the internet. I also contacted another local
fireplace company come onsite and confirm the source of the problem....the rain/termination cap rusted and dripped down onto the chase top and ruined it, as well as the house paint on the chase siding. I also had the paint manufacturer come onsite(Sherwin Williams) to confirm the paint did not rust, instead it was stained from the dripping rust from the cap. Rather than point a finger at the painters or homeowners, they should consider the source of the problem came from their failed product.
2 Photos attached show the cap rust dripping down the side of the chimney onto the chase cap/top as well as the painted chase. The other picture shows the cap rusting and deteriorating causing all the original problems.
I am confused at how they think I was happy as noted in their response. Yes, I did get a termination/rain cap and that was a start, but I was not happy with only that and they know that. Rather than them think I should be happy, perhaps they should acknowledge a partial solution still leaves me with a partial problem left to fix. I am asking for resolution to the rest of the problem their failed product created, which is fixing the stained/rusted chase top and stained siding/painting as well. As can be seen by the photos, the damage is extensive. (IMG_0345-1)

It seems to me we are actually waiting for more information from them

Initial Business Response /* (1000, 5, 2015/10/30) */
The homeowner is not telling the whole story. Homeowner did purchase this product from Glowing Hearth & Home & was installed on 3/10/09. At the time of purchase the homeowner was given the choice to purchase a pre-painted color clad...

chase top from us, instead he chose to purchase a galvanized chase top (unpainted) and have his painter paint it to match the rest of the house. Glowing Hearth has no information regarding what paint was used, how it was prepared for paint, etc., nor did we paint it. We also do not know whether or not the chimney has ever been cleaned, and clearly the owners manual (see attached) makes it clear regular cleaning is necessary to avoid creosote and rust. I have spoken at length this past month with the manufacturer (Quadrafire), specifically the Engineer (Colin [redacted]) regarding the Homeowners situation and he has stated creosote causes rust & that the chimney must be inspected for creosote, & the creosote must be removed as needed (see attachment from Owner's Manual "Maintenance and Service"). Glowing Hearth & Home, on November 29, 2014, did provide the Homeowner, free of charge 5 years after original purchase (see attachement showing no charge items)both a brand new termination cap and high temperature paint per his request so he could replace the cap and re-paint the chase top. Homeowner was happy and said he would replace the termination cap and re-paint the chase top. He called again this year in October (2015) and told us he had plans to re-paint his house first thing in the Spring and asked us for a price to supply and replace his galvanized chase top with a pre-painted color clad, we gave him a quote of $400.00 (which includes labor to install), he declined. We are disappointed that this customer is unhappy but we feel we have been more than fair and so does the manufacturer.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately I don't see that much of their response is totally pertinent to the problem and they acknowledge they don't know what the chase
was painted with or whether the chimney has been cleaned. As I informed them and they seem to ignore(not sure why), the rain/termination cap
is what rusted and the rust bled into the chase cap and chase siding(paint) causing it too to stain and later rust. The damage stems well beyond the rain cap and includes the chase cap and down the sides of the chase siding. Furthermore, I have informed the company several times the chimney has been cleaned 2 times per year, mid season, and end of season, with an inspection prior to the burning season. I perform that work myself religiously. They have also claimed I burn poor lumber like treated or pine or the like. I told the company I only burn oak, elm, maple, and other hardwoods that are seasoned 1-2 years minimum. That wood comes from the land we live on. This is all pertinent information, per the owners manual which I have, and years of experience burning wood, and they seem to not want to acknowledge that I in fact did follow the basic rules of woodburning fireplaces. I've done so for over 25 years.
Ironically, they tell me they've never seen this problem before and yet you can find examples on the internet. I also contacted another local
fireplace company come onsite and confirm the source of the problem....the rain/termination cap rusted and dripped down onto the chase top and ruined it, as well as the house paint on the chase siding. I also had the paint manufacturer come onsite(Sherwin Williams) to confirm the paint did not rust, instead it was stained from the dripping rust from the cap. Rather than point a finger at the painters or homeowners, they should consider the source of the problem came from their failed product.
2 Photos attached show the cap rust dripping down the side of the chimney onto the chase cap/top as well as the painted chase. The other picture shows the cap rusting and deteriorating causing all the original problems.
I am confused at how they think I was happy as noted in their response. Yes, I did get a termination/rain cap and that was a start, but I was not happy with only that and they know that. Rather than them think I should be happy, perhaps they should acknowledge a partial solution still leaves me with a partial problem left to fix. I am asking for resolution to the rest of the problem their failed product created, which is fixing the stained/rusted chase top and stained siding/painting as well. As can be seen by the photos, the damage is extensive.
Final Business Response /* (4000, 11, 2015/11/16) */
We are working with the manufacturer to see what they are willing to do on this issue. We will respond again to the complaint in 3-4 business days.
Final Consumer Response /* (3000, 13, 2015/11/23) */
It seems to me we are actually waiting for more information from them