Hearth & Home Shoppe

Ms [redacted] reached out to Revdex.com to let us know that that she had the fireplace manufacturer out to look at the problem in August of this year and they identified the problem as the use of the wrong termination cap which is something Hearth & Home didThe manufacturer and the consumer have been unable to get H&H to come out and fix the problemMs [redacted] indicated that the owner says he is very busy and he can't do anything until the 1st of the year

This claim is not true Our installation team went to the customer's home on October 20th to complete the requested work The manufacturer of the fireplace, who coordinated the service request, identified the wrong cap to be installed and we were unable to complete the work as scheduledThe manufacturer has since specified a different part which we have ordered However, our installation schedule is now full until Christmas We have allotted time on December to return and we are coordinating that visit with the manufacturer

This claim is not true.  Our installation team went to the customer's home on October 20th to complete the requested work.  The manufacturer of the fireplace, who coordinated the service request, identified the wrong cap to be installed and we were unable to complete the work as scheduled.
The manufacturer has since specified a different part which we have ordered.  However, our installation schedule is now full until Christmas.  We have allotted time on December 27 to return and we are coordinating that visit with the manufacturer.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Ms. [redacted] reached out to Revdex.com to let us know that that she had the fireplace manufacturer out to look at the problem in August of this year and they identified the problem as the use of the wrong termination cap which is something Hearth & Home did. The manufacturer and the consumer have...

been unable to get H&H to come out and fix the problem. Ms. [redacted] indicated that the owner says he is very busy and he can't do anything until the 1st of the year.

Review: awful customer service. this is the second unit we have bought from them thru the years. this one was the new and improved gas fireplace unit...have had nothing but trouble...with them not answering the phone, messages left. how are they still in business. called them to fix unit, (having trouble lighting it) they came out fixed a switch, (and noted on the receipt that the burner may be bad)...and it worked for exactly 4 hours (not straight), then it started sooting up. another call to them, guy came out (not even a month later) and said we owed again for cleaning and it needed a new burner...took out the burner, and here it sits for 3 weeks now, all taken apart, and not a call returned. it was never fixed before the burner went out on it (so this guy says) and wanted to charge us AGAIN for cleaning. buyer beware!!!Desired Settlement: we paid the first invoice the first visit/repair, but why if the burner was messed up and not working, did the guy not replace it in the first visit? not charge us again, for another cleaning, or now to replace the burner, if that is the problem now. we are not knowledgeable to know what is what and this is a safety issue, working with gas, ie. explosion or danger to family. that is why I checked the health issue, because God forbid if something happen to anyone in our family because of their incompetence!!

Business

Response:

Dear [redacted],
We sincerely apologize for the miscommunication with [redacted]. We failed to stay on top oftheir repair and did not order their replacement burner on a timely basis.
We always try to test the least expensive fix first. Our technician initially believed that the cause ofthe problem was a faulty switch. Unfortunately, upon our second visit, we confirmed that that the burner was the problem. A slight crack was causing the sooting. There were no safety issues at the time. We did not charge the customer for the 2nd visit. We did not have that particular burner in stock, and in the midst of our busy season, we failed to order the burner on a timely basis. The burner has been ordered. We anticipate that it will be here any day and we will return to replace the burner as soon as it arrives. We will not charge any additional labor. And, again, apologize for the delay.
If you have any additional questions regarding this case, please do not hesitate to ask.
Sincerely,