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Kozy Wood Heating Center Inc

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Kozy Wood Heating Center Inc Reviews (3)

In December I purchased a conversion kit for our gas log set At the time of purchase I indicated that we needed it to be installed and we were not quoted a price for installation so I was led to believe the quote included it Late in December they came to install it and we were told that because the new gas line was not run all the way to the log set, that they would not be able to complete the job After a significant delay they contacted me with a very expensive quote to run the line I contacted the contractor who did the new line installation and they were very surprised that Kozy Wood wasn't able to do the work and they came out and ran the line all the way into the fireplace and connected the log set Once this was complete, I called Kozy Wood to come out and fire it up to check it When the tech came, he ended up spending hours, pulled out the work that the first guy had done and completely rebuilt the unitKeep in mind that it was completely hooked up at this point

Complaint: [redacted]
I am rejecting this response because:When we came to the store, we were very clear that we needed the valve installed.  When the price was quoted at the store, we assumed that the dollar amount included installation.  When the part came in, they did call, but did not indicate that there would be an additional charge for installation, thus our surprise at the second bill.  I have already paid the $125 so I am done with this issue, but I do think the business was not forthcoming with a quote that included the cost of installation and as far as the "write-offs" that they did as far as I am concerned that was what we paid for initially.  Needless to say, we will no longer be doing business with this establishment and if this complaint provides other customers with a warning as to their business practices, then I feel that it has served it's purpose.  Thank you for helping with this matter.

This email is in response to complaint filed ID# [redacted]. The following is an account of the history with [redacted].   12/2/16- Customer came into store and said that another company had ran all new gas line for appliances and needed a new Natural Gas valve for his gas log set. I told...

him the price for the valve, he prepaid for it and I told him I would call him when it came in. See Attached Invoice# 141734 12/9/16- I called the customer & left a message informing him that the valve was in. When he called back was when he mentioned that he wanted us to install the valve. I told him that it would be $75.00 per hour & our first available time would be 12/23/16. He scheduled the appointment for that date. See Attached Invoice# 141734 12/23/16- Technician went out to customer's house. He removed existing gas log burner & ember material. He installed new valve on burner and reinstalled burner with sand & ember material for Natural gas burning. Technician tried to fire off gas log set and found that the gas line hooked to the gas log set was not tied into the new gas line that was installed. That company had stopped the gas line outside of the fireplace & cut the line going into the fireplace, giving the perception that the gas line was attached to the gas log set. The technician told the customer what he found and told him we would let him know an estimated job cost after the holiday weekend. The technician did not get back to the shop until after business hours that evening after spending 2 hours at the job site. ($150.00) 12/28/16-Technician called the customer & gave him an estimated job cost of $277.52 to finish running the gas line into the fireplace from where the previous company stopped the gas line. We informed the customer that when we re-plumb a house from Liquid Propane to Natural Gas we plumb to all the appliances. We could not understand why his previous company had not ran the gas line to the log set. We never stated that we would not run the gas line. SEE Attached [redacted] Estimate In Late January, customer contacted us and informed us that the previous company had come out and finished installing the gas line into the fireplace. By his own statement, that company hooked up the gas log set and had it ready for fire up. I scheduled a day for the technician to return to the customer's house. 2/16/17-Technician correctly repositioned logs on burner, fired off log set, and found that air mixer would not close down enough for natural gas. Unhooked valve and removed air mixer (20 minutes of work). Reinstalled valve & burner with all new sand & embers since previous sand and embers had foreign material in it. Technician also explained operation of valve & gas log set to customer since log set was installed by previous owner of the home. Altogether, the technician spent 2 1/2 hours at the customer's house the second time. We did not charge for the 2nd bag of sand and embers or the extra 1/2 hour of service time. ($63.72).   2/27/17-Billed customer for work completed. SEE Attached Invoice #142720 4/18/17 Re-billed customer asking to please pay by May 1st since invoice was 60 days past due. Sent 2nd bill to same address as first bill. 4/24/17 Customer called to complain about bill. Stated that he never received first bill. (Bill was never returned to my office.) I explained that I wrote off the 12/23/17 Service Call fee (Which was 2 hours long) and the sand and embers for the gas log set bed. Both of which came to an amount of $176.22. I told him that I could reduce the cost by $25.00 but I could not reduce the bill any further. The delays in use of his fireplace were not caused by any delay on our part. We responded promptly when we found trouble and then waited for the customer to get back to us. We tell customers that payment is due at time of service. I delayed the 2nd billing by an additional month and did not charge him a interest fee for being over 30 days.   We would appreciate payment of $125.00 from this customer since we did not charge him for all of our time and materials (Total amount I have waived $264.94 including the $25.00 I offered him over the phone).   Thank You,   Tamra M[redacted] Kozy Wood Heating Centers, Inc. 2257 Broadway North Bend, OR 97459 Phone: (541) 756-2712 Fax: (541) 756-0137[redacted]SUPPORTING DOCUMENTS REDACTED BY[redacted]

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Address: 2257 Broadway Ave, North Bend, Oregon, United States, 97459-2331


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