Grates Fireplaces, Woodstoves & Accessories

Review: I had my Lennox gas fireplace cleaned by the [redacted] PA Contractor #[redacted] part of Grate Fireplaces. At the time I was told that the cleaning was $175.00. Once my fireplace was taken completely apart, I was told I needed to replace two parts. No price was quoted until the work was completed. Once completed I was charged $140.00 for each part plus tax. I asked if there was a senior citizen discount and was told it was factored in. I had to pay by check. I called Lennox directly to obtain the price of parts. Lennox quoted me #[redacted] thermocouple $25.00 and #[redacted] thermopile $56.50 retail prices. I called [redacted] the next day to question the price, giving them Lennox's price and was told that the prices I was charged were their costs for the parts. My complaint is that I was TOTALLY OVERCHARGED for these parts. I was never given a quote before they were installed and my fireplace was completely taken apart before I was advised that I would even need a part. I was totally taken advantage of. IF the parts were that costly, I should have been told in advance.Desired Settlement: To receive a price adjustment on the $280.00 and a refund of at least $150.00.

Business

Response:

January 24, 2014

We were called to clean and service the customer's gas fireplace. The Charge for the clean and inspection was quoted at $175.00 plus tax. If any parts were needed, there would be additional charges.

When the workers arrived at the home, [redacted]. [redacted] stated that they were experiencing problems with the fireplace flames repeatedly going out. She was informed that the cleaning would begin and if any parts were needed she would be told.

The fireplace was cleaned and taken apart. At this point, she was told that 2 parts would need to be replaced. The fireplace coulsd be put back together with the old parts or replaced with new parts.[redacted]. [redacted] gave the workers the approval to proceed with replacing the parts.

The parts were replaced along with a complete pilot assembly, [redacted]. [redacted] was not charged for the extra part. Besides the cost of the parts, there were a total of 6 plus man hours involved which includes drive time. The cost of the parts installed was $280.00 plus tax.

The prices charged are normal for the work involved. [redacted], [redacted] was not overcharged for any part of the work that was performed.

We value all of our customers and have not had any complaints other than this one, which is not justified.

In summary, the fireplace was not working before we arrived and when we left it was working. With the parts that were installed along with the labor involved the customer was charged a fair price.

We look forward to hearing that this matter as explained was resolved favorably.

Thank you,

Grate Fireplaces

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

1. I was never quoted the costs of new parts and additional labor costs or given the option not to replace. I had to ask if it needed parts and than was told two parts.