Kings Chimney and Fireplace Inc

I have spoken with [redacted] twice regarding this issue. I have asked our electrician to call him and arrange a time to to take a look at what was done I will follow up with him and see what the status is.

Since is the first I am hearing of this, I will have to check with the tech and find out what happened. But if the customer wants a refund, I will likely issue one today.....I just didn't know they wanted a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is inaccurate. The contract for the...

installation of the natural gas fireplace insert was signed and deposit paid on May 4, 2017. The contractor stated the work would be done within 2-weeks and they would get it done in a couple of days plus inspector time. After two weeks with no contact I called Kings and got no response. All-in-all it took 13 calls to contractor (many were not returned) additional calls to subcontractor and inspectors, an email demanding a response of I would take legal cancel contract, one call to manufacturer, another to distributor, to completion on June 28. The contractor did not return calls, missed appointments and failed to communicate. The work was completed and the unit works as described but the lack of consideration for the homeowner was inexcusable. Sincerely, 
[redacted]

First of we would like to say that [redacted] has been a great customer and she has a working fireplace. There was some confusion as to the status of her special order Pewter surround kit. It is actually due in the 2nd week of May, not the 2nd week of June. I understand that when she heard 2nd week of...

June she was very unhappy, and rightfully so. [redacted] and I discussed one of her biggest frustrations which is the lack of communication on our part. We are working on solving that.
We will not refund the final payment because like I stated, she has a working fireplace with a stand in surround kit until the special order one arrives. But in the interest of customer service we did issue her a rebate of $150.00 to help with her frustrations.

When this customer scheduled her inspection, she was told it would be $100 to complete it. That is what we charge for safety inspections for the sale of a home. Our tech performed the safety inspection, provided her with recommendations, a report and she was billed as such. We are sorry that she...

felt she was treated unfairly, but sometimes customers do not like our recommendations, especially when a home sale is involved. Since the customer was aware prior to the appointment what the charge would be and the service was performed, we feel as if a refund is not in order.

Complaint: [redacted]I am rejecting this response because: an inspection was not done. No ladder was used to get on the roof to even look at the cap that "needed to be replaced." Yes a home sale is involved but that is not relevant. Another company was used, the reason I chose them is they came out to look at the chimney and did not charge me, as an inspection was not done. I actually paid more than what kings chimney had estimated. I was happy to do this b/c of their honest service. 
Another reason I am unhappy with the service at Kings Chimney as I called multiple times with no answer there and left 3 messages. This is the first response I have received. Sincerely,[redacted]

The part was installed in December. We still need to relocated a part so the fan will respond faster.

I had been trying to help [redacted] resolve this but I left the company for a bit. I am back and am going to back sure this is rectified. Very sorry that the work he contracted with the company turned into such a headache. If [redacted] is willing I can get him on the schedule for next week or the week...

after. Please have him call me on my cell, I will be out of the office until Monday the 17th, the number is [redacted]

We have contacted [redacted] and her son, we have replacement refractories on order and will install them once they arrive.