Hawaii Fireplaces

11/07/ [redacted] came in the store and picked out and paid for the [redacted] Gas Stove for her home that was under construction11/12/ Sent Estimate for Venting and Installation 1/12/ Stove installed by appointmentIt was scheduled so the builder, ***, could be thereWhen Ed arrived, [redacted] was not thereEd called him to try and get clarification in his absence1/15/ Invoice for venting was createdNot sent, as a call was received in the mean time about the beam needing to be headed out Ed called and left messages with ***, none of which were returned 2/4/ Sent venting material invoice(This invoice included the timer switch [redacted] references as having been paid forIt is still unpaid) 4/27/ Received email from [redacted] stating the job was done, and he was not going to be responsible for heading out cut stud 4/28/ Replied that because we were never given the opportunity to be involved i.eheading it out, we would not be responsible for the cost [redacted] never returned Ed's calls at all 6/4/ Sent bill to [redacted] for Installation 7/21/ Receive Complaint emailCalled [redacted] to discuss possible solutionsLeft message My call was never returned The venting and installation remain unpaidEd's phone records will show that he placed several calls to [redacted] after the install date, trying to discuss a solution to them having an issue with the cut 2x A few notes[redacted] took issue with Ed not mentioning the cut studIt was in plain sight, not hiddenThere was still work being doneIt would have taken less than two hours to head this out during that phase of construction [redacted] also mentioned Ed used an old knob on the valveHe was told at that time it was the only one Ed had with him at the moment, but he would be replacing it when he came to install the timer switch Hawaii Fireplaces was never contacted to schedule the switch install, and Ed's calls were never returnedWe were never given the opportunity to remove and/or replace any venting (which did not need to be removed anyway)We will not warranty the install or the product because of their inability to contact usAdditionally we will pursue their unpaid balance and are surprised by their complaints since we have detailed back up via phone and computer records of our attempts to contact this customer to resolve their issues

Complaint: ***
I am rejecting this response because:
This is the actual timeline backed up detailed records:11/07/- Purchased gas stove for my house, still was under construction At that time I made an appointment for the estimate and instructed them where I wanted it installed.11/12/- received estimate for venting and installation It was nearly $and I knew it was going to be espensive, but $2000.00? When I added up all the venting components plus the height of the stove itself, it added up to nearly feet feet for the corner of the house? There must be some kind of mistake, so I rescheduled for another estimate to be taken.01/22/- Flew over from Oahu to meet with Ed for another estimate After being nearly an hour late, the guy finally shows up He was shown exactly where the stove was to be installed (same place as instructed earlier) He measured from the wall to in between 2Xstructural studs for the vent / wall termination, as well for venting components At that time my contractor, ***, specifically asked him if there was anything he needed to do, framing wise Ed declined any special framing on ***'s part, as he was going to install the vent /wall termination in between 2Xstrucutral studs.2/04/- invoice for venting and timer switch WAS sent Invoice # for $WAS paid for with check #1224, dated 02/19/2015, and cashed on 02/26/2015.03/09/- House nearly completed and *** is ready for the stove installation, so I called Hawaii Fireplaces to set up an installation appointment They were booked solid for a month and the first available appointment was the beginning of April, which I took.Beginning of April, unsure of the exact date - Stove installation *** could not be there I waited a month for this appointment and did not want to reschedule This was the last major installation on the house and wanted it done so I can get the final inspectionThe morning of the install, Ed called *** and asked him how high to mount the vent / wall termination He was told that there is a row of blocking feet on center off the floor, so if he centered the vent at 8'6" he would be clear of the blocking He was also told that the studs could easily be located by looking at the nail patterns on the exterior siding Instead he makes an executive decision and installs it at 9'7" and cuts out a X structural stud, compromising the build That structural stud should have never been cut out without my permission Not sure why he diidn't follow the measurements he took on 01/22/and instead put the vent wherever he wanted.04/09/- *** calls Hawaii Fireplaces about the structural stud being cut out, sliding glass door being left open (had it rained overnight my brand new Koa laminate floor would have been ruined), used shut off valve (should have left galvanized cap as it the licensed plumber's responsibility to install the shut off) and rocks all over the finished floors In the meantime my house fails final inspection because of the cut structural stud and must be rectified in order to pass. 04/22/- After waiting days for a response *** calls Hawaii Fireplaces at 7:am stating he could not wait any longer for a resolution and must move forward with the framing repairs, per the inspector's orders, to get the final At 4:pm, Ed calls back Too late, *** was already knee - deep in correcting Ed's error.04/27/- 04/27/- Numerous emails goes back and forth between *** and Hawaii Fireplaces.05/10/- Received bill from *** for the correction of Ed's mistake.06/04/- Received bill from Hawaii Fireplaces for the installation.07/17/- Filed complaint with Revdex.com.07/21/- Received call from Hawaii Fireplaces Did not answer because I did not want to lose my cool and become confrontational I don't beleive this whole ordeal is taking place I already filed a complaint with Revdex.com and that's that Besides, if Hawaii Fireplaces wanted to discuss possible solutions, as they claim, they should have done that a long time ago.A few notes: This fireplace store , located in Kamuela, is one of only on the island The other one is located in Hilo I went with the store closest to the house Yes, the structural stud was left out in the open, along with his he made during the install Yes, there was work still being doneMinor touch - ups The house was complete and the stove install was the last major job Yes, the heading out would have taken less than hours, which is why he should have requested it when he came out on 01/12/during the framing process Old knob on the valve Really? They bring and use used stuff to install on their jobs? Timer switch install After the cut structural stud, house not passing final inspection because of that, having to pay *** $to fix it, etc., I really did not want then to come back and install anything else Remove or replace venting Not sure how *** would haved headed out the framing with the venting in place considering he had to cut a hold in the brand new wall to do so I don't care about the warranty on the install I know it was done right by my contractor I do want them to warranty their product Additionally, if they want to pursue my unpaid balance, bring it on I have the cancelled check for the venting components and timer switch No way I'm paying for their less than professional installation I think THEY owe ME $for their mistake I too have detailed records
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
This is the actual timeline backed up detailed records:
11/07/- Purchased gas stove for my house, still was under construction At that time I made an appointment for the estimate and instructed them where I wanted it installed11/12/- received estimate for venting and installation It was nearly $and I knew it was going to be espensive, but $2000.00? When I added up all the venting components plus the height of the stove itself, it added up to nearly feet feet for the corner of the house? There must be some kind of mistake, so I rescheduled for another estimate to be taken01/22/- Flew over from Oahu to meet with Ed for another estimate After being nearly an hour late, the guy finally shows up He was shown exactly where the stove was to be installed (same place as instructed earlier) He measured from the wall to in between 2Xstructural studs for the vent / wall termination, as well for venting components At that time my contractor, ***, specifically asked him if there was anything he needed to do, framing wise Ed declined any special framing on ***'s part, as he was going to install the vent /wall termination in between 2Xstrucutral studs2/04/- invoice for venting and timer switch WAS sent Invoice # for $WAS paid for with check #1224, dated 02/19/2015, and cashed on 02/26/03/09/- House nearly completed and *** is ready for the stove installation, so I called Hawaii Fireplaces to set up an installation appointment They were booked solid for a month and the first available appointment was the beginning of April, which I tookBeginning of April, unsure of the exact date - Stove installation *** could not be there I waited a month for this appointment and did not want to reschedule This was the last major installation on the house and wanted it done so I can get the final inspectionThe morning of the install, Ed called *** and asked him how high to mount the vent / wall termination He was told that there is a row of blocking feet on center off the floor, so if he centered the vent at 8'6" he would be clear of the blocking He was also told that the studs could easily be located by looking at the nail patterns on the exterior siding Instead he makes an executive decision and installs it at 9'7" and cuts out a X structural stud, compromising the build That structural stud should have never been cut out without my permission Not sure why he diidn't follow the measurements he took on 01/22/and instead put the vent wherever he wanted04/09/- *** calls Hawaii Fireplaces about the structural stud being cut out, sliding glass door being left open (had it rained overnight my brand new Koa laminate floor would have been ruined), used shut off valve (should have left galvanized cap as it the licensed plumber's responsibility to install the shut off) and rocks all over the finished floors In the meantime my house fails final inspection because of the cut structural stud and must be rectified in order to pass.
04/22/- After waiting days for a response *** calls Hawaii Fireplaces at 7:am stating he could not wait any longer for a resolution and must move forward with the framing repairs, per the inspector's orders, to get the final At 4:pm, Ed calls back Too late, *** was already knee - deep in correcting Ed's error04/27/- 04/27/- Numerous emails goes back and forth between *** and Hawaii Fireplaces05/10/- Received bill from *** for the correction of Ed's mistake06/04/- Received bill from Hawaii Fireplaces for the installation07/17/- Filed complaint with Revdex.com07/21/- Received call from Hawaii Fireplaces Did not answer because I did not want to lose my cool and become confrontational I don't beleive this whole ordeal is taking place I already filed a complaint with Revdex.com and that's that Besides, if Hawaii Fireplaces wanted to discuss possible solutions, as they claim, they should have done that a long time agoA few notes: This fireplace store , located in Kamuela, is one of only on the island The other one is located in Hilo I went with the store closest to the house Yes, the structural stud was left out in the open, along with his he made during the install Yes, there was work still being doneMinor touch - ups The house was complete and the stove install was the last major job Yes, the heading out would have taken less than hours, which is why he should have requested it when he came out on 01/12/during the framing process Old knob on the valve Really? They bring and use used stuff to install on their jobs? Timer switch install After the cut structural stud, house not passing final inspection because of that, having to pay *** $to fix it, etc., I really did not want then to come back and install anything else Remove or replace venting Not sure how *** would haved headed out the framing with the venting in place considering he had to cut a hold in the brand new wall to do so I don't care about the warranty on the install I know it was done right by my contractor I do want them to warranty their product Additionally, if they want to pursue my unpaid balance, bring it on I have the cancelled check for the venting components and timer switch No way I'm paying for their less than professional installation I think THEY owe ME $for their mistake I too have detailed records
Sincerely,
*** ***

11/07/14  [redacted] came in the store and picked out and paid for the [redacted] Gas Stove for her home that was under construction.11/12/14  Sent Estimate for Venting and Installation1/12/15  Stove installed by appointment. It was scheduled so the builder, [redacted], could be there. When Ed...

arrived, [redacted] was not there. Ed called him to try and get clarification in his absence.1/15/15  Invoice for venting was created. Not sent, as a call was received in the mean time about the beam needing to be headed out.  Ed called and left messages with [redacted], none of which were returned. 2/4/15  Sent venting material invoice. (This invoice included the timer switch [redacted] references as having been paid for. It is still unpaid)4/27/15  Received email from [redacted] stating the job was done, and he was not going to be responsible for heading out cut stud. 4/28/15  Replied that because we were never given the opportunity to be involved i.e. heading it out, we would not be responsible for the cost. [redacted] never returned Ed's calls at all. 6/4/15    Sent bill to[redacted] for Installation. 7/21/15   Receive Complaint email. Called [redacted] to discuss possible solutions. Left message.  My call was never returned. The venting and installation remain unpaid. Ed's phone records will show that he placed several calls to [redacted] after the install date, trying to discuss a solution to them having an issue with the cut 2x6. A few notes...[redacted] took issue with Ed not mentioning the cut stud. It was in plain sight, not hidden. There was still work being done. It would have taken less than two hours to head this out during that phase of construction.[redacted] also mentioned Ed used an old knob on the valve. He was told at that time it was the only one Ed had with him at the moment, but he would be replacing it when he came to install the timer switch.  Hawaii Fireplaces was never contacted to schedule the switch install, and Ed's calls were never returned. We were never given the opportunity to remove and/or replace any venting (which did not need to be removed anyway).We will not warranty the install or the product because of their inability to contact us. Additionally we will pursue their unpaid balance and are surprised by their complaints since we have detailed back up via phone and computer records of our attempts to contact this customer to resolve their issues.

11/07/14  [redacted] came in the store and picked out and paid for the [redacted] Gas Stove for her home that was under...

construction.
11/12/14  Sent Estimate for Venting and Installation
1/12/15  Stove installed by appointment. It was scheduled so the builder, [redacted], could be there. When Ed arrived, [redacted] was not there. Ed called him to try and get clarification in his absence.
1/15/15  Invoice for venting was created. Not sent, as a call was received in the mean time about the beam needing to be headed out.  Ed called and left messages with [redacted], none of which were returned. 
2/4/15  Sent venting material invoice. (This invoice included the timer switch [redacted] references as having been paid for. It is still unpaid)
4/27/15  Received email from [redacted] stating the job was done, and he was not going to be responsible for heading out cut stud. 
4/28/15  Replied that because we were never given the opportunity to be involved i.e. heading it out, we would not be responsible for the cost. [redacted] never returned Ed's calls at all. 
6/4/15    Sent bill to[redacted] for Installation. 
7/21/15   Receive Complaint email. Called [redacted] to discuss possible solutions. Left message.  My call was never returned. 
The venting and installation remain unpaid. Ed's phone records will show that he placed several calls to [redacted] after the install date, trying to discuss a solution to them having an issue with the cut 2x6. 
A few notes...[redacted] took issue with Ed not mentioning the cut stud. It was in plain sight, not hidden. There was still work being done. It would have taken less than two hours to head this out during that phase of construction.
[redacted] also mentioned Ed used an old knob on the valve. He was told at that time it was the only one Ed had with him at the moment, but he would be replacing it when he came to install the timer switch.  Hawaii Fireplaces was never contacted to schedule the switch install, and Ed's calls were never returned. We were never given the opportunity to remove and/or replace any venting (which did not need to be removed anyway).
We will not warranty the install or the product because of their inability to contact us. Additionally we will pursue their unpaid balance and are surprised by their complaints since we have detailed back up via phone and computer records of our attempts to contact this customer to resolve their issues.