Haven Spa Pool & Hearth

I am sorry the customer has this perception of events, as it is our intent to meet or exceed the customers expectations and deliver their selection of our products. In this case, I did in fact come to the customer’s home and measure the fireplace to be retrofitted with a gas insert fireplace. I brought with me the proposal for a medium sized fireplace per the salespersons request as a reference. I explained to *** that among the general sizes of fireplace inserts (small, medium and large) that this medium sized fireplace was a good physical fit and application for the living area given its viewing area and heat output. I also explained there were many options including the lining, burn media and trim to customize the fireplace exactly as she would like. We then emailed and conversed on a few occasions to finalize the options prior to her acceptance of a final proposal. At time of installation it was noted that the trim piece (picture frame that finishes off the opening of the brick fireplace) was too small due to my mistake in measuring the exact opening to within ½”. I set an appointment with *** to come by and address the issue. We discussed several options, including replacing the trim with a larger one, all of which would give a clean professional finished look, and of course at our expense, apologizing for the inconvenience. *** accepted the options and we set an appointment to come back and correct the finish trim.
*** then cancelled the appointment and instead asked for a larger fireplace insert to be installed because she was not satisfied with size of the glass viewing area. I came to ***’s home a third time to take measurements again to see if the largest unit would fit, and determined that, with some difficulty and a few modifications, a larger unit would fit. At that same visit I explained some of the items purchased to accessorize the first fireplace were special order and uncommon and therefore subject to a restock charge. But that I would give full credit for the fireplace and two other components, and that I could potentially resell them at a substantial discount given they were previously owned and used.
I then had a fourth meeting with *** in our showroom to go over every detail of the new fireplace she’d selected, all its options and the final cost for changing out her fireplace. I explained that the real cost to Haven for this exchange was approx. $1,100 and that her final cost would be $660 including a reduced labor rate to perform the work for the new fireplace. *** agreed with the 2nd and final proposal and left the store, satisfied with the solution, I thought. A few days later *** called and suggested we made a mistake by installing the wrong fireplace. I reminded her of our in-home visit and our previous conversations regarding the size, options and finish choices and that I disagreed completely that the wrong size fireplace was installed. She then spoke with her husband and agreed to proceed with the installation of the second fireplace at the reduced cost proposed. At the time of the installation she was recording various steps in the installation process for the second fireplace to present to her attorney. I called *** when this was brought to my attention and asked why she felt it necessary to record this, and she told me there was nothing to worry about. I asked if she intended on honoring our agreed upon proposal to replace the fireplace for $660. She said yes. I sent my service manager over to assist in the final stages of the installation to ensure everything was perfectly finished and to her satisfaction at our expense of course.