Hampton Hearth Shoppe, Inc.

Review: We had them turn our wood burning fireplace into gas burning. At the time we ordered the parts we also ordered a wind cap for the chimney. That part had not come in time for the gas unit installation. This installation was July **,2015, done early to avoid the fall season rush. On or about October [redacted] when we tried to use the fireplace it would not work. When we called to schedule service time with Hampton Heart we were told we would have to wait until Nov [redacted]. We were also told at that time the wind cap had in fact never been ordered. They told us they still had no time available to repair the fireplace and that they would install the wind cap November [redacted] and repair the fireplace between 11AM and 2PM. No one has come and when I call they tell me they are too busy and will try to do this job today. This is a new unit that has not gone through one season. It is not working and they have no idea why or when it will be working.Desired Settlement: Obviously a wind cap and working fireplace. Or removal, back to wood burning and total refund

Business

Response:

The customer called to report the problem and he instructed to please check the batteries as even though it is a new unit the batteries may still need to be changed. He was set up with a service call 2 weeks after his initial call, which during the fall and winter season is usually 3 to 4 weeks. The cap was ordered when it was supposed to be ordered, but there was a delay in shipping from the manufacturer which pushed our appt back a week which was completely our mistake as it should of been caught sooner. To bring this to a close we stopped there on the [redacted] before our schedule appt on the [redacted] after business hours to see if we could get it working, we could not. We came back on the [redacted] to service and install the wind cap. It was determined that it was the batteries and now the unit is working and the cap is installed.