KJB fireplace

We have reached out to the homeowner, Denise *** to settle on what they desire which is to not pay for the mantelWe are
willing to settle to what they desire in order to satisfy our customerThough we do feel we did nothing wrong in this caseThe customer received paperwork by email and mail stating that this was a custom order mantel and that their one deposit of $was for the mantel(we can submit a copy if need be)That deposit is approximately half of the total order which is what is required by us when an order was placedShe gave us a separate deposit for the fireplace, which was approximately half of the fireplace orderIt is our policy to not measure for an item that we are not installing, it was clear that they did not want us to install the mantel, only the fireplaceThe reference Denise made to Jason referring to a "stock" item is incorrectJason said it was a common size that fits most fireplaces but it still needed to be custom ordered from the manufacturerWe tried to split the difference with them and if it sold we could give them some additional money back but, they did not accept that

Review: The salesman Randy is a less than professional. He was forcefully,not trustworthy and not truthful. The salesman placed an order for a potential custom mantle, that I did not authorize nor measure and in fact, I asked him specifically that I wanted to wait and see how the fireplace was going to look after the sheet rock. Randly assured me that mantle could be made to any size . Firstforemost, the mantle is not custom and when I had a discussion with Jason manager- he made reference to the mantle as stock item and that was a standard size, so how could it be custom and how could it be made to fit my space and how could they order a mantle without measuring for it. How could I even order a mantle without the proper measurements? I find it very bizzare that in one conversation it is custom and the next conversation a "stock item". Randy sales rep. ordered the mantle without my authorization and when I made the two deposits, I was under the impression it was for the fireplace. Unfortunatley, the fireplace order has been a problem since day one, no one measured for mantle, the fireplace measurement were wrong, they did not take into account for our TV which was clearly stated at the time of fireplace installation. The installers had issues with installing the fireplace . Now they are attempting to charge us for a mantle that we did not order, is not the correct size,nor will it fit in my space nor will it be appropriate to use as far as fire codes. Therefore, I would not recommend using them to install any fireplaces.Desired Settlement: I am not paying for the mantle in any way shape or form. However, I will pay for the balance of the fireplace unit, and I want the doors and insert of the fireplace delivered to my home.

Business

Response:

We have reached out to the homeowner, Denise [redacted] to settle on what they desire which is to not pay for the mantel. We are willing to settle to what they desire in order to satisfy our customer. Though we do feel we did nothing wrong in this case. The customer received paperwork by email and mail stating that this was a custom order mantel and that their one deposit of $1400 was for the mantel(we can submit a copy if need be). That deposit is approximately half of the total order which is what is required by us when an order was placed. She gave us a separate deposit for the fireplace, which was approximately half of the fireplace order. It is our policy to not measure for an item that we are not installing, it was clear that they did not want us to install the mantel, only the fireplace. The reference Denise made to Jason referring to a "stock" item is incorrect. Jason said it was a common size that fits most fireplaces but it still needed to be custom ordered from the manufacturer. We tried to split the difference with them and if it sold we could give them some additional money back but, they did not accept that.