Unless Harmony Hearth & Home will pay for the siding and the installation of it we will never feel that we got we got our moneys worthThe system doesn’t work efficiently, an easier route for the exhaust venting was employed and less exhaust venting material was utilized and yet we paid the full price of 2,? Resolution: For Harmony Hearth & Home to pay the full cost of the needed siding and the installation of it
As owner of Harmony Hearth & Home, I apologize to our customer for misunderstandings that occurred regarding verbal explanation of charges.? It is our company policy to always stick to price quotes that are given in writing and I do not believe a customer of ours can be found who would say that we charged anything different from a quote received in writing.? In this case, no written quote was given.? In part as a result of this complaint, we have changed our policy to be that no verbal quotes will be given.? Any customer from this point forward? who requests a quote on parts or work to be done will receive that in writing and will not be given any pricing verbally other than our standard hourly rate.? Unfortunately, because I was not present to overhear any of the phone conversations with our customer regarding this complaint, I can only make assumptions on how this confusion happened, and assumptions will not accomplish anything positive.The facts are that we were requested to complete a maintenance call, which we did, and the customer paid for.? Almost a month after the maintenance was paid for, the request was made for us to put a roof brace on the vent pipe.? We completed this work and billed the customer $(plus tax) for the brace and our standard hourly rate (at that time) of $for a total of $196.60.? The invoice was sent Aug10th, with a due date of Aug25th.? The customer called and made a payment by phone of $on Sept2nd.? After processing the payment, another invoice was sent to the customer showing the remaining balance.? The customer had not given any indication of need for a payment plan or request to pay in a certain number of payments or within a certain timeframe.? As is our practice, when an invoice shows as past due, I called the customer on Sept27th to inquire about payment.? This was the only call made requesting information on payment, despite the fact the invoice was over days past due.? I was told a check of $had recently been sent and I noted we had not yet received that payment and that it had been days since we heard anything from the customer.? It is our practice to add late fees once an invoice is days past due as noted on the invoice, but in the interest of customer service I voluntarily waived the late fee.? On Oct1st we received a payment of $56.60.? The check for $remaining on the bill was received Oct3.? It was dated Sept27th.? The amount charged to the customer was simply what that part costs and our usual service fee.? The invoice has now been paid in full.? While we regret there was a misunderstanding in communication of the pricing prior to completing the work, it does not justify refunding payment for the services completed.? I am aware that my conversation with this customer did not go as she had hoped it would, but that does not mean that I harassed her.? I also had no intention of insinuating she lied, I do not believe she lied, I simply believe there was a miscommunication.? For my company’s part in that, I do apologize.? Our company now considers this issue closed
We have been working with this customer for quite some time now.? Our records and notes show some variation from what the customer stated in his complaint, so the following is an account of what our records show as well as an explanation of some of our processes.? Although there are not many businesses to choose from in our city, Harmony Hearth & Home has a wide variety of fireplaces available for purchase.? The fireplace selected was our most basic, entry-level fireplace and was purchased January 23, 2015.? Per our standard procedure, payment of the fireplace and venting plus tax was made at the time of purchase.? Installation of a gas fireplace is completed in two phases.? The first phase is to set the fireplace into an “open” wall with framing for the fireplace, and attach the vent, including running it to the point of termination outside.? This is considered the “installation” and was done in this case on February 12, 2015.? The next step would be for the contractor or homeowner to have the fireplace inspected to ensure correct installation while the venting is still mostly visible before the wall is closed in.? Once the wall has been closed in and drywall, tile, stone or whatever is the chosen material is put up around the fireplace, we return for phase two.? This phase, called “fire up” includes putting together the log set with the burner, making sure the glass and all components of the fireplace are clean and operating, and includes attaching a conversion kit if necessary so the unit can run off of propane.? This was originally scheduled for March 2, 2015, but was bumped up to February 26th.? At that point, the fireplace was operable.? In this customers case there was additional work as a surround was added.? Two dates were written in the schedule book for this to be done, the second date being April 8, 2015.? However, I do want to stress that the fireplace was operable after February 26th.I am not sure where this customer got the idea that our installer had never put a fireplace, or this fireplace, in before.? Our company does all that we can to be sure our installers are completely trained and the installer on this job had been working for us long enough he had already done numerous installations of this type.? Our company takes safety very seriously and would not send an installer on a job we did not feel confident would be done correctly.? However, in the event something was not done correctly, inspections should catch that, and the unit would not function correctly.? We have been told the unit was operating fine, the only complaint was the noise.? Per our standard procedure, an invoice for the installation ($300) was sent to the customer the day after the surround was completed.? The due date on the invoice was April 24th.? Sometime after completion of the job, the customer called and spoke to an employee about a noise.? Mark, co-owner and lead technician, was contacted by the employee and he stated he had previously held a conversation with the installer and customer about the issue and told them it is noise from the wind.? An offer was made to the customer for us to come and check the issue, but it was noted if the cause turned out to be no fault of the company, a service charge would be assessed.? The customer declined this option.? Barbara, co-owner, called the customer on May 29, 2015, to inquire about the bill which was more than days past due.? The customer told Barbara that someone was supposed to come and check out the noise.? Barbara confirmed that the fireplace was working and explained that it was likely a wind issue causing the noise.? She also explained if the fireplace was working, the installation must have been done correctly.? She asked if the customer had an inspection done to verify the correctness of the installation.? The customer stated he had not called for the inspection.? At this point it was noted that Harmony had pulled the permit for the customer, but had not charged the customer, so the permit fee of $was added to the bill.? Barbara explained that although the customer already had a high wind vent cap, a potential fix would be to put a low profile cap on.? This was offered to the customer at no additional cost, although the cap is more expensive than what he has, and he could either change the cap himself or Harmony would do it for $50, which is the minimum service charge.? The customer declined this offer.? July 10, another call was made to the customer regarding the invoice, which was then ½ months past due.? The customer refused to pay the bill until something was done to satisfactorily convince him that the installation was correct.? On July 23, the scheduler called the customer and made an appointment for August 18th.? On August 18th, the customer spoke with the scheduler by phone and stated that the appointment could not be completed that day, so a new appointment was scheduled for September 1st.? On August 29th a call was made to the customer to confirm the appointment for September 1st, and he stated he had to go out of town and wanted to cancel his appointment.? September 2, Barbara called and left a voicemail for the customer noting solutions have been offered and appointments have been made and postponed and a resolution is needed.? Between September 12th and September 16th several phone calls and voice messages were exchanged with the customer.? He stated he did not think he was being treated fairly.? The Store Manager spoke with him and came to the agreement that Mark could come out, take off the cap, and inspect the inner wall of the venting to be sure it was not disconnected and banging around.? He agreed this could be done even if he was not home.? It was noted that if Mark saw that the installation was done correctly, the invoice would need to be paid or late fees would begin to be assessed.? An appointment was scheduled for September 30, and Mark did complete that appointment with the customer present.? Mark looked in the attic, where he could see all the way down the vent and he went on the roof, took off the cap and inspected the vent from there.? He invited the customer to join him to see, but the customer refused.? Mark offered to come and put a roof brace on to alleviate any concern or possibility that the vent was blowing around.Due to the past due invoice, Barbara called the customer to request assurance that the bill would be paid once the roof brace was put on.? The customer refused to give this assurance until he was sure he would no longer hear the noise.? Neither the customer nor Barbara felt sure a roof brace would address the problem.? Because the noise only happens when the wind is exceptionally strong, and no one could predict when that would happen, this was not an acceptable agreement.? It was noted again if an inspection had been requested, this could have given additional assurance that the installation was correct.? During the course of the discussion, the customer asked what would be done if he did not pay his bill and Barbara stated the matter would be turned over to collections.? The customer stated if that was done, he would sue the company.? As Barbara was explaining that going to collections was not the desired step to take, but the company had no other recourse if the bill was not paid, the customer hung up on her.? He later stated he did not hang up, instead was disconnected, however, he never called back.A letter was sent to the customer on October 12, stating if he would assure Harmony he would pay the bill within one week of installing the roof brace, that would be scheduled.? Responsibility was placed on the customer to call within one week.? If Harmony did not hear back from the customer or the assurance was not given, the matter would be turned over to collections.? On October 21, the customer called and left a voicemail requesting to schedule the roof brace.? Barbara returned the call and asked for assurance the bill would be paid and the customer refused to give that assurance.? The customer was extremely argumentative and Barbara attempted to end the conversation stating that if he was unable to comply with the assurance for payment within a week of the roof brace being added, there would be no more business or discussion.? The customer again threatened a law suit.? Barbara noted on the contract he signed, it clearly states no refunds will be made.The customer has alternated between demands that the product be removed and all his money refunded, and that the company fix the problem or show him that there is no problem.? Our company policy is not to provide refunds, with rare exception, and then only with re-stocking fees being assessed.? We have done what we see that we can do to show the customer that the installation was done correctly.? We have offered to try other solutions, even when those solutions cost the company money.? None of this has been satisfactory to the customer.? We believe that this is a rare instance where the unit purchased combined with the setting, or application, cause the unit to expand and contract creating noise when the wind is excessive.? Noise to the degree this customer is claiming is almost unheard of.? This situation is not something within the control of our company, therefore, we do not see a reason to make exception to our policy.The response to this customer’s complaint could have easily been summarized by simply saying that Harmony Hearth & Home was contracted to provide and install a working fireplace.? The company has completed this work, the fireplace is operable, and we have re-checked the truthfulness of that statement.? The customer now does not want to pay a $ invoice.? Because of that, the invoice has been turned over to collections.? Although that summary is a short paragraph, it is our hope that our more lengthy explanation shows our willingness to try and work things through with this customer
Unless Harmony Hearth & Home will pay for the siding and the installation of it we will never feel that we got we got our moneys worthThe system doesn’t work efficiently, an easier route for the exhaust venting was employed and less exhaust venting material was utilized and yet we paid the full price of 2, Resolution: For Harmony Hearth & Home to pay the full cost of the needed siding and the installation of it
Unless Harmony Hearth & Home will pay for the siding and the installation of it we will never feel that we got we got our moneys worthThe system doesn’t work efficiently, an easier route for the exhaust venting was employed and less exhaust venting material was utilized and yet we paid the full price of 2,? Resolution: For Harmony Hearth & Home to pay the full cost of the needed siding and the installation of it
As owner of Harmony Hearth & Home, I apologize to our customer for misunderstandings that occurred regarding verbal explanation of charges.? It is our company policy to always stick to price quotes that are given in writing and I do not believe a customer of ours can be found who would say that we charged anything different from a quote received in writing.? In this case, no written quote was given.? In part as a result of this complaint, we have changed our policy to be that no verbal quotes will be given.? Any customer from this point forward? who requests a quote on parts or work to be done will receive that in writing and will not be given any pricing verbally other than our standard hourly rate.? Unfortunately, because I was not present to overhear any of the phone conversations with our customer regarding this complaint, I can only make assumptions on how this confusion happened, and assumptions will not accomplish anything positive.The facts are that we were requested to complete a maintenance call, which we did, and the customer paid for.? Almost a month after the maintenance was paid for, the request was made for us to put a roof brace on the vent pipe.? We completed this work and billed the customer $(plus tax) for the brace and our standard hourly rate (at that time) of $for a total of $196.60.? The invoice was sent Aug10th, with a due date of Aug25th.? The customer called and made a payment by phone of $on Sept2nd.? After processing the payment, another invoice was sent to the customer showing the remaining balance.? The customer had not given any indication of need for a payment plan or request to pay in a certain number of payments or within a certain timeframe.? As is our practice, when an invoice shows as past due, I called the customer on Sept27th to inquire about payment.? This was the only call made requesting information on payment, despite the fact the invoice was over days past due.? I was told a check of $had recently been sent and I noted we had not yet received that payment and that it had been days since we heard anything from the customer.? It is our practice to add late fees once an invoice is days past due as noted on the invoice, but in the interest of customer service I voluntarily waived the late fee.? On Oct1st we received a payment of $56.60.? The check for $remaining on the bill was received Oct3.? It was dated Sept27th.? The amount charged to the customer was simply what that part costs and our usual service fee.? The invoice has now been paid in full.? While we regret there was a misunderstanding in communication of the pricing prior to completing the work, it does not justify refunding payment for the services completed.? I am aware that my conversation with this customer did not go as she had hoped it would, but that does not mean that I harassed her.? I also had no intention of insinuating she lied, I do not believe she lied, I simply believe there was a miscommunication.? For my company’s part in that, I do apologize.? Our company now considers this issue closed
We have been working with this customer for quite some time now.? Our records and notes show some variation from what the customer stated in his complaint, so the following is an account of what our records show as well as an explanation of some of our processes.? Although there are not many businesses to choose from in our city, Harmony Hearth & Home has a wide variety of fireplaces available for purchase.? The fireplace selected was our most basic, entry-level fireplace and was purchased January 23, 2015.? Per our standard procedure, payment of the fireplace and venting plus tax was made at the time of purchase.? Installation of a gas fireplace is completed in two phases.? The first phase is to set the fireplace into an “open” wall with framing for the fireplace, and attach the vent, including running it to the point of termination outside.? This is considered the “installation” and was done in this case on February 12, 2015.? The next step would be for the contractor or homeowner to have the fireplace inspected to ensure correct installation while the venting is still mostly visible before the wall is closed in.? Once the wall has been closed in and drywall, tile, stone or whatever is the chosen material is put up around the fireplace, we return for phase two.? This phase, called “fire up” includes putting together the log set with the burner, making sure the glass and all components of the fireplace are clean and operating, and includes attaching a conversion kit if necessary so the unit can run off of propane.? This was originally scheduled for March 2, 2015, but was bumped up to February 26th.? At that point, the fireplace was operable.? In this customers case there was additional work as a surround was added.? Two dates were written in the schedule book for this to be done, the second date being April 8, 2015.? However, I do want to stress that the fireplace was operable after February 26th.I am not sure where this customer got the idea that our installer had never put a fireplace, or this fireplace, in before.? Our company does all that we can to be sure our installers are completely trained and the installer on this job had been working for us long enough he had already done numerous installations of this type.? Our company takes safety very seriously and would not send an installer on a job we did not feel confident would be done correctly.? However, in the event something was not done correctly, inspections should catch that, and the unit would not function correctly.? We have been told the unit was operating fine, the only complaint was the noise.? Per our standard procedure, an invoice for the installation ($300) was sent to the customer the day after the surround was completed.? The due date on the invoice was April 24th.? Sometime after completion of the job, the customer called and spoke to an employee about a noise.? Mark, co-owner and lead technician, was contacted by the employee and he stated he had previously held a conversation with the installer and customer about the issue and told them it is noise from the wind.? An offer was made to the customer for us to come and check the issue, but it was noted if the cause turned out to be no fault of the company, a service charge would be assessed.? The customer declined this option.? Barbara, co-owner, called the customer on May 29, 2015, to inquire about the bill which was more than days past due.? The customer told Barbara that someone was supposed to come and check out the noise.? Barbara confirmed that the fireplace was working and explained that it was likely a wind issue causing the noise.? She also explained if the fireplace was working, the installation must have been done correctly.? She asked if the customer had an inspection done to verify the correctness of the installation.? The customer stated he had not called for the inspection.? At this point it was noted that Harmony had pulled the permit for the customer, but had not charged the customer, so the permit fee of $was added to the bill.? Barbara explained that although the customer already had a high wind vent cap, a potential fix would be to put a low profile cap on.? This was offered to the customer at no additional cost, although the cap is more expensive than what he has, and he could either change the cap himself or Harmony would do it for $50, which is the minimum service charge.? The customer declined this offer.? July 10, another call was made to the customer regarding the invoice, which was then ½ months past due.? The customer refused to pay the bill until something was done to satisfactorily convince him that the installation was correct.? On July 23, the scheduler called the customer and made an appointment for August 18th.? On August 18th, the customer spoke with the scheduler by phone and stated that the appointment could not be completed that day, so a new appointment was scheduled for September 1st.? On August 29th a call was made to the customer to confirm the appointment for September 1st, and he stated he had to go out of town and wanted to cancel his appointment.? September 2, Barbara called and left a voicemail for the customer noting solutions have been offered and appointments have been made and postponed and a resolution is needed.? Between September 12th and September 16th several phone calls and voice messages were exchanged with the customer.? He stated he did not think he was being treated fairly.? The Store Manager spoke with him and came to the agreement that Mark could come out, take off the cap, and inspect the inner wall of the venting to be sure it was not disconnected and banging around.? He agreed this could be done even if he was not home.? It was noted that if Mark saw that the installation was done correctly, the invoice would need to be paid or late fees would begin to be assessed.? An appointment was scheduled for September 30, and Mark did complete that appointment with the customer present.? Mark looked in the attic, where he could see all the way down the vent and he went on the roof, took off the cap and inspected the vent from there.? He invited the customer to join him to see, but the customer refused.? Mark offered to come and put a roof brace on to alleviate any concern or possibility that the vent was blowing around.Due to the past due invoice, Barbara called the customer to request assurance that the bill would be paid once the roof brace was put on.? The customer refused to give this assurance until he was sure he would no longer hear the noise.? Neither the customer nor Barbara felt sure a roof brace would address the problem.? Because the noise only happens when the wind is exceptionally strong, and no one could predict when that would happen, this was not an acceptable agreement.? It was noted again if an inspection had been requested, this could have given additional assurance that the installation was correct.? During the course of the discussion, the customer asked what would be done if he did not pay his bill and Barbara stated the matter would be turned over to collections.? The customer stated if that was done, he would sue the company.? As Barbara was explaining that going to collections was not the desired step to take, but the company had no other recourse if the bill was not paid, the customer hung up on her.? He later stated he did not hang up, instead was disconnected, however, he never called back.A letter was sent to the customer on October 12, stating if he would assure Harmony he would pay the bill within one week of installing the roof brace, that would be scheduled.? Responsibility was placed on the customer to call within one week.? If Harmony did not hear back from the customer or the assurance was not given, the matter would be turned over to collections.? On October 21, the customer called and left a voicemail requesting to schedule the roof brace.? Barbara returned the call and asked for assurance the bill would be paid and the customer refused to give that assurance.? The customer was extremely argumentative and Barbara attempted to end the conversation stating that if he was unable to comply with the assurance for payment within a week of the roof brace being added, there would be no more business or discussion.? The customer again threatened a law suit.? Barbara noted on the contract he signed, it clearly states no refunds will be made.The customer has alternated between demands that the product be removed and all his money refunded, and that the company fix the problem or show him that there is no problem.? Our company policy is not to provide refunds, with rare exception, and then only with re-stocking fees being assessed.? We have done what we see that we can do to show the customer that the installation was done correctly.? We have offered to try other solutions, even when those solutions cost the company money.? None of this has been satisfactory to the customer.? We believe that this is a rare instance where the unit purchased combined with the setting, or application, cause the unit to expand and contract creating noise when the wind is excessive.? Noise to the degree this customer is claiming is almost unheard of.? This situation is not something within the control of our company, therefore, we do not see a reason to make exception to our policy.The response to this customer’s complaint could have easily been summarized by simply saying that Harmony Hearth & Home was contracted to provide and install a working fireplace.? The company has completed this work, the fireplace is operable, and we have re-checked the truthfulness of that statement.? The customer now does not want to pay a $ invoice.? Because of that, the invoice has been turned over to collections.? Although that summary is a short paragraph, it is our hope that our more lengthy explanation shows our willingness to try and work things through with this customer
Unless Harmony Hearth & Home will pay for the siding and the installation of it we will never feel that we got we got our moneys worthThe system doesn’t work efficiently, an easier route for the exhaust venting was employed and less exhaust venting material was utilized and yet we paid the full price of 2, Resolution: For Harmony Hearth & Home to pay the full cost of the needed siding and the installation of it