I recently purchased Monroe Fireplace in March of 2015. As stated in Ms. [redacted] complaint the fireplace was installed in November of 2014. I was made aware of the issues regarding the installation of the fireplace at the [redacted] residence in July of 2015. I made...
arrangements for Chris, one of our technicians, to go to Ms. [redacted] home to assess the installation, and damages that would need to be addressed. Chris returned with pictures and noted that there were several flaws left in the siding around where the location of the old termination cap was. He also noted that the silicone that was used was high heat, as it needed to be since it was in contact with the fireplace termination. This silicone is not paintable. We received an email from Ms. [redacted] that she was displeased and irritated with Chris’ visit and his demeanor towards her. I talked with Chris and he stated that communication with her was difficult due to her frustration towards the installation. At that time I was leaving for vacation, but had Peg, an assistant that is in my office, stay incommunication with Ms. [redacted] via phone and email. She arranged a time in which I would go out and discuss a resolve to the issues. I went to Ms. [redacted] residence on August 31st. I spent some time allowing her to express her dissatisfaction with the installation and what she felt needed to be addressed. I apologized for the poor workmanship, and assured her that we would handle the issues. I then began measuring and discussing with her how we would propose to fix the siding and area affected around the cap. At this point Ms. [redacted] was not willing to discuss the repair, but to continue to complain about the installation. I finally asked her how she wanted it to be fixed, and she replied “I just want it fixed” and walked away returning to the house. I finished measuring and compiling information to obtain a bid to have the back side of the fireplace chase repaired. I determined that it would be best to replace the siding on the entire back side of the chase. I went to the door to discuss the plan with Ms. [redacted]. At that point she just told me that she would be getting her contractor out to look at it as well. By the time I returned to the office that afternoon Ms [redacted] sent the following email to Peg in our office;From: [redacted]@yahoo.com <[redacted]@yahoo.com>Date: Mon, Aug 31, 2015 at 12:55 PMSubject: Re: Fireplace house damagesTo: Peg C <[redacted]@monroefireplace.com>Peg,I'm going to have a contractor come out and give me an an estimate. I'm not going to argue thedamages any further. I want it done by a professional!It needs to look like it did before the install. And let me make myself clear since it sounds like thereis a debate going on. I do t expect the same vent but I do expect a professional job with no damagesto my siding. Or paint. The home was just finished being painted the same year the fireplace was installed. I am not nor was I ever asking for anything other than the damages to be repaired and forthe wall to look like it did prior to install. Therefore at this stage I think the person who needs to do the work needs to be a licensed contractor who is aware of building codes. I will get my estimate from a contractor I've never used and one I have and I guess go from there.Thank you for your time But I'm not going to sit here and defend the fact that the work was done under par. The vent plateneeds to also be done professionally to replace the siding and leave the rest as is with the mismatched screws and the massive amount of silicone caulking is not acceptable to me. Sent from my iPhone Peg responded to her with the following email;Peg C <[redacted]@monroefireplace.com Sep 1to [redacted]Hi, [redacted] - Thank you for the e-mail. I look forward to receiving your carpentersbids. Sounds like a good way to get this all taken care of. Best regards! At this time I have based the resolution of this matter on the email transmission and am waiting on the bids from Ms. [redacted]. I would add that I have never discounted or argued the concerns and frustrations that Ms. [redacted] was bringing forward. I was merely trying to come to a resolution. Sincerely Damon W[redacted], President Monroe Fireplace, Inc.
Complaint: [redacted]I am rejecting this response because:thete us the sime detail that was left out and that is how I the customer was treTed when the so called owner came to my residence. As he stayed to me in my yard when looking over the Damage " it is the home owners responsibility" that upset me and I had every right to be at that point. For him to stand there and tell me he will do the raptors after what he had just said to me was no longer acceptable. They made the situation escalate to this point by trying to avoid any responsibility and tell me I had to pay for the repairs. They did the damages now why would I have to fix what they did? I thought I paid a professional the first time.never the less it's back and forth at this point. If the owner had every intention on doing the repairs and taking responsibility then why does the email from Chris state that it is my responsibility and says not one word that Monroe fireplace would be accountable. The issue could have been resolved already if it was that simple. When I said I would have a contractor come and give me a proper estimate I also informed them of a surgical procedure I was having done. Sadly it is not something I can just put off because of negligence from them. Major back surgery is my priority right now and my recovery is focused on such . I did let peg know it would get done right away and as soon as I could I would get the estimate. I however filed the complaint with the Revdex.com after the person who describes himself as the owner stood in my yard and told me to my face that he didn't see an issue and tried putting it off on myself again to pay for it. When he said he was going to do the repairs after that I was just put off by that. He is not a licensed and bonded home repair tech or builder and after the kind of workmanship I have been looking at I certainly don't want an unqualified person using power tools around gas lines. So, yes I was upset it disgusts me that as the owner his response to the damages were it is within the area of the old vent and it is your problem not ours!!! I walked away and avoid further conflict. However I will stop my recovery and call contractors out and get him the estimates if I have any complications or get injured further after I told them already it would have to wait until I could be mobile I will hold them responsible for that as well .I just wanted a resolve for the company to accept responsibility for the damages and make a peaceful close. But sounds to me the owner is continuing to push back by his answer neither being honest about what he said.I will send the estimates as soon as I get them. But he is not welcome on my property anymore. I'm just disgusted that he is taking zero responsibility Sincerely,[redacted]
I recently purchased Monroe Fireplace in March of 2015. As stated in Ms. [redacted] complaint the fireplace was installed in November of 2014. I was made aware of the issues regarding the installation of the fireplace at the [redacted] residence in July of 2015. I made...
arrangements for Chris, one of our technicians, to go to Ms. [redacted] home to assess the installation, and damages that would need to be addressed. Chris returned with pictures and noted that there were several flaws left in the siding around where the location of the old termination cap was. He also noted that the silicone that was used was high heat, as it needed to be since it was in contact with the fireplace termination. This silicone is not paintable. We received an email from Ms. [redacted] that she was displeased and irritated with Chris’ visit and his demeanor towards her. I talked with Chris and he stated that communication with her was difficult due to her frustration towards the installation. At that time I was leaving for vacation, but had Peg, an assistant that is in my office, stay incommunication with Ms. [redacted] via phone and email. She arranged a time in which I would go out and discuss a resolve to the issues. I went to Ms. [redacted] residence on August 31st. I spent some time allowing her to express her dissatisfaction with the installation and what she felt needed to be addressed. I apologized for the poor workmanship, and assured her that we would handle the issues. I then began measuring and discussing with her how we would propose to fix the siding and area affected around the cap. At this point Ms. [redacted] was not willing to discuss the repair, but to continue to complain about the installation. I finally asked her how she wanted it to be fixed, and she replied “I just want it fixed” and walked away returning to the house. I finished measuring and compiling information to obtain a bid to have the back side of the fireplace chase repaired. I determined that it would be best to replace the siding on the entire back side of the chase. I went to the door to discuss the plan with Ms. [redacted]. At that point she just told me that she would be getting her contractor out to look at it as well. By the time I returned to the office that afternoon Ms [redacted] sent the following email to Peg in our office;From: [redacted]@yahoo.com <[redacted]@yahoo.com>Date: Mon, Aug 31, 2015 at 12:55 PMSubject: Re: Fireplace house damagesTo: Peg C <[redacted]@monroefireplace.com>Peg,I'm going to have a contractor come out and give me an an estimate. I'm not going to argue thedamages any further. I want it done by a professional!It needs to look like it did before the install. And let me make myself clear since it sounds like thereis a debate going on. I do t expect the same vent but I do expect a professional job with no damagesto my siding. Or paint. The home was just finished being painted the same year the fireplace was installed. I am not nor was I ever asking for anything other than the damages to be repaired and forthe wall to look like it did prior to install. Therefore at this stage I think the person who needs to do the work needs to be a licensed contractor who is aware of building codes. I will get my estimate from a contractor I've never used and one I have and I guess go from there.Thank you for your time But I'm not going to sit here and defend the fact that the work was done under par. The vent plateneeds to also be done professionally to replace the siding and leave the rest as is with the mismatched screws and the massive amount of silicone caulking is not acceptable to me. Sent from my iPhone Peg responded to her with the following email;Peg C <[redacted]@monroefireplace.com Sep 1to [redacted]Hi, [redacted] - Thank you for the e-mail. I look forward to receiving your carpentersbids. Sounds like a good way to get this all taken care of. Best regards! At this time I have based the resolution of this matter on the email transmission and am waiting on the bids from Ms. [redacted]. I would add that I have never discounted or argued the concerns and frustrations that Ms. [redacted] was bringing forward. I was merely trying to come to a resolution. Sincerely Damon W[redacted], President Monroe Fireplace, Inc.
Complaint: [redacted]I am rejecting this response because:thete us the sime detail that was left out and that is how I the customer was treTed when the so called owner came to my residence. As he stayed to me in my yard when looking over the Damage " it is the home owners responsibility" that upset me and I had every right to be at that point. For him to stand there and tell me he will do the raptors after what he had just said to me was no longer acceptable. They made the situation escalate to this point by trying to avoid any responsibility and tell me I had to pay for the repairs. They did the damages now why would I have to fix what they did? I thought I paid a professional the first time.never the less it's back and forth at this point. If the owner had every intention on doing the repairs and taking responsibility then why does the email from Chris state that it is my responsibility and says not one word that Monroe fireplace would be accountable. The issue could have been resolved already if it was that simple. When I said I would have a contractor come and give me a proper estimate I also informed them of a surgical procedure I was having done. Sadly it is not something I can just put off because of negligence from them. Major back surgery is my priority right now and my recovery is focused on such . I did let peg know it would get done right away and as soon as I could I would get the estimate. I however filed the complaint with the Revdex.com after the person who describes himself as the owner stood in my yard and told me to my face that he didn't see an issue and tried putting it off on myself again to pay for it. When he said he was going to do the repairs after that I was just put off by that. He is not a licensed and bonded home repair tech or builder and after the kind of workmanship I have been looking at I certainly don't want an unqualified person using power tools around gas lines. So, yes I was upset it disgusts me that as the owner his response to the damages were it is within the area of the old vent and it is your problem not ours!!! I walked away and avoid further conflict. However I will stop my recovery and call contractors out and get him the estimates if I have any complications or get injured further after I told them already it would have to wait until I could be mobile I will hold them responsible for that as well .I just wanted a resolve for the company to accept responsibility for the damages and make a peaceful close. But sounds to me the owner is continuing to push back by his answer neither being honest about what he said.I will send the estimates as soon as I get them. But he is not welcome on my property anymore. I'm just disgusted that he is taking zero responsibility Sincerely,[redacted]