Hearth & Home Furnishings

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  We purchased the [redacted] fireplace unit from H&H in March 2016 for use in the new home we had started to build in January 2016.  We wanted a drywall flush to the fireplace finish as shown in the [redacted] brochure.  We discussed this with H&H and were told all we needed was the metal frame around the edge of the fireplace.  We purchased the unit for approximately $7,500 and $1,000 for installation.  We instructed our builder on how to finish the wall around the unit based upon our conversation at the time of purchase.The unit was installed at the end of April and final payment was made as requested by H&H’s owner via a phone call while we were traveling cross country.  On August 17, a week before move-in, a problem was discovered.  The metal frame could not be made flush with the wall.  H&H was contacted by phone with a follow-up email with photos.We received a phone call from H&H’s installer noting that the builder had installed it incorrectly and it was the builder’s fault because H&H had left the installation manual and H&H would not do anything else.  From this and follow-up communications with H&H and [redacted] ([redacted]), it became clear that for H&H and [redacted], customer service ends when the final bill is paid.  For clarity, after begging for someone to come out and meet with the builder, H&H said an extra part needed ordered, and they would install when it arrived.  They noted this was above and beyond anything they were required to do.  H&H brought the part to the house, but they determined is was not needed and never installed.  After two hours, we were told they were done and they would do nothing else. There is no mention on how to install the unit with a drywall look finish that we wanted in the manual.  From the information gleaned from emails exchanges with [redacted], a concrete board or similar material needed to surround the fireplace.  However, there is a substantial risk of cracking at any tape joints within 4 feet of the fireplace on the wall.  We also assumed there would be the same risk for any final surface coating of drywall compound or other material needed to provide a final smooth surface.  We felt this type of finish was not possible and arranged to have tile installed on the wall were the fireplace was installed.  The additional cost will be approximately $1,500 or an additional 17% above the purchase price of the unit.Hardly a “frivolous” cost increase.In closing, personally, I am totally confused as to how our request for help with an installation as shown in the [redacted] brochures resulted in publication of comments by H&H and [redacted] concerning us, our builder and the township which can at best be termed uncomplimentary, but I have a hard time not interpreting as personal attacks.
Regards,
[redacted]

9/3/2016Dear [redacted]:This is in response to your letter dated 8/25/2016 regarding a complaint submitted to the Revdex.com on 8/25 assigned an ID of [redacted].Hearth and Home (H&H) was not hired to frame or to finish out the face the customer's fireplace. H&H was hired to install the...

fireplace into a partially framed opening which was done. H&H did supply the installation manual that included facing instructions and marked it "IMPORTANT" and left it with the unit at time of install. The contractor hired by the customer was to finish and face around the fireplace.H&H received photographs via email from the customer after the facing had been installed by the contractor questioning the space between the facing and the fireplace. Once H&H received the email, H&H immediately contacted the customer and explained that drywall (or any combustible material) could not be used to face up to the fireplace and that it would be a fire hazard if left the way that it was. The customers were more interested in the look rather than their safety. In fact, H&H also noticed that the safety screen which is required by the manufacturer had also been removed. H&H informed the customer that it was important to leave the safety screen on the unit to prevent someone from getting burned on the glass. Again, the customers were more interested in the look rather than H&Hs reaching out to them regarding these safety concerns and chose to leave the screen off contrary to what is stated in the manufacturers manual.Even though H&H was not hired to finish or face to the fireplace, H&H went above and beyond to ensure that the customer was safe and happy with the fireplace. When discussing the situation with the contractor, H&H continuously asked him to refer to the manual regarding finishing and facing which was clearly indicated on page 16 of the manufacturer's manual.The customers are claiming that H&H advised them to face the fireplace with drywall by the sales person, owner and head installer to use drywall. Hearth and Home's policy is to refer contractors (or whomever is doing finishing work) to the manual because every fireplace has different requirement regarding finishing.In summary, the final look the customers were looking for is accomplishable if the correct materials were used. The fireplace installation Hearth and Home preformed was not a factor. The unit did not have to be relocated to accomplish the desired look. H&H properly installed the unit. H&H did go back to remove the inner guide which allowed the front to sit 1/2" closer to the wall. This did not impact the facing whatsoever.H&H has been working with the customer, the contractor and the manufacturer to appease the customer. On 8/25/16 the manufacturer asked Hearth and Home to obtain an estimate for proper re-facing from the contractor and informed the customers of that request. On 8/31/16, H&H contacted the contractor and the contractor stated "it slipped his mind" and that he would work on it. On 9/1/2016, H&H contacted the contractor again and contractor said H&H would have it that day. H&H recieced the estimate on 9/1 and it has been submitted to the manufacturer. We are currently waiting to hear what the manufacturer has to say, We are also keeping the customer updated.H&H and the manufacturer continue to work to resolve the issue for the customers and have gone over and above the responsibilities contracted for to do so. Please feel free to contact us for further information or clarity pertaining to this issue.Sincerely,David P[redacted]Installation Manager