Natick Fireplace

I have a hard time giving this store one star. I have to say I believe everyone in the store is not as rude as Doug "the manager" as he called himself. There was another associate showing fireplaces to a customer and he seemed very engaging. Another guy that was handy when "Doug" dealt with me seemed to want to say something but said he couldn't. ( I understood) From the moment I walked in the door Doug was first on his phone and then held it in his hand and kept looking at it. He did not want a customer that day. Maybe he had bad news on that particular day. I hope so as that would explain his rudeness.

The service fee for units out of warranty is as follows: $PER trip plus any parts needed (There is no warranty & the $doesn't cover all trips)The age of the unit does matter After years parts will break down We never agreed on an appointment for last Thursday The technician tried to make an appointment but Mrs [redacted] didn't want to let him speak and just kept asking for a manager We never said the fireplace was not fixable We explained that we start with the least expensive part to replace rather than go right to the expensive parts The fireplace has worked for 3-weeks with the part she paid for She wanted to speak to a managerHe was on vacation She wasn't open to solutions unless it was free and we aren't offering thatIf she doesn't like us or our fees she can find a different service company We can only replace the parts we think need to be replaced When we replace the parts and the unit works it is fixed There could be a totally different issue now who know But the $service/travel fee is not for unlimited trips We would be willing to come out more time at no charge but we are not refunding any parts as the part installed did fix the fireplace nor are we covering any parts for this year out of warranty fireplace

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [The technician came twice for the exact same problem and it has not been fixedThey made us purchase new parts that were obviously not the problem as the same problem occurred again in short period of timeThe problem is not the age of the fireplace but their lack of capabilities and interest to find the real problem that causes the issueThe fact that I have not purchased the item my self but that I am the second owner is irrelevantI have agreed on a third appointment with the technician for last Thursday at 3:He did not comeI did say this visit had to be on them as visits for the same unfixed problem is not okThe fact that the fireplace is years old does not mean it is unfixable and that it should be treated like an antiqueThey clearly show a lack in interest to fix these device and it should be part of usual customer serviceIf their manager is in vacation, the least to do is a) inform the client and not stay silent not returning calls, b) offer an acceptable solution in his absenceThe overall attitude of the store is not acceptableI continue to ask for the same repair at no costI want to have a refund on the parts they changed that were not the problemIf they give me proof that another part needs to be changed then I will pay for it requesting a guarantee but the work has to be on them] Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below This is true that the service tech has finally come out to look at the unitOnce before though, [redacted] at Natick Fireplace told us to call [redacted] and they came to service the stove alsoI have called times since September when we first started having issues with the pellet stove, and finally got a technician out once I threatened to contact Revdex.comBut now, yes, the pellet stove is working, and hopefully will continue that wayI still don't understand why I have to pay $each visit for you to come out and replace faulty parts on a brand new unitThat just doesn't make sense to me at all; bad customer service! The pellet stove is now still only months old and you have had to replace different pieces on it, and [redacted] replaced a faulty wire in the thermostat alsoHow is any of that my fault? Why don't you stand behind the product you are selling? Why do I get charged because you sold me a unit with faulty parts and it keeps failing every 2-weeks???? It would be different if the pellet stove was a few years old, but this was a BRAND NEW UNIT and started having problems after weeks of using it!!!! And I kept being told that your service department would call me, but then I would never hear anything from anyone Regards, [redacted]

Mrs*** has an old fireplace (years - second owner). She called for service we went out & cleaned the flame sensor & reset the module & the unit fired right up. She called about a week later saying the unit went out & won't relight. We told her the next item
we could try is the pilot assembly $77.00. We ordered & went back out with a pilot assembly. We only charged a return trip of $instead of the standard $185.00. The unit worked for 3-weeks. She called again last week saying it shut down again. The service technician called to set up another appointment but she would not book one. He explained to her that if the unit works when we leave then it is fixed & that is all he can do. He can't predict if the unit is going to shut down again. He explained that the unit is years old & each trip is $plus parts. There is absolutely no warranty on fireplace as it is years old & she is not the original purchaser anyway. Every trip is a flat $plus any parts needed. She refuses to pay anymore trip fees or for any parts her fireplace may need. We will not go back for free and we will not pay to replace any parts in her year old gas fireplace. Last contact with her was last week when she demanded to speak with a manager but he is on vacation

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
This is true that the service tech has finally come out to look at the unit. Once before though, [redacted] at Natick Fireplace told us to call [redacted] and they came to service the stove also. I have called 9 times since September when we first started having issues with the pellet stove, and finally got a technician out once I threatened to contact Revdex.com. But now, yes, the pellet stove is working, and hopefully will continue that way. I still don't understand why I have to pay $150 each visit for you to come out and replace faulty parts on a brand new unit. That just doesn't make sense to me at all; bad customer service! The pellet stove is now still only 7 months old and you have had to replace 5 different pieces on it, and [redacted] replaced a faulty wire in the thermostat also. How is any of that my fault? Why don't you stand behind the product you are selling? Why do I get charged because you sold me a unit with faulty parts and it keeps failing every 2-3 weeks???? It would be different if the pellet stove was a few years old, but this was a BRAND NEW UNIT and started having problems after 3 weeks of using it!!!! And I kept being told that your service department would call me, but then I would never hear anything from anyone. 
Regards,
[redacted]

1. The service fee for units out of warranty is as follows: $185.00 PER trip plus any parts needed (There is no warranty & the $185.00 doesn't cover all trips)2. The age of the unit does matter.  After 8 years parts will break down.  3. We never agreed on an appointment for last Thursday.  The technician tried to make an appointment but Mrs. [redacted] didn't want to let him speak and just kept asking for a manager.  4. We never said the fireplace was not fixable.  We explained that we start with the least expensive part to replace rather than go right to the expensive parts.  The fireplace has worked for 3-4 weeks with the part she paid for.  5. She wanted to speak to a manager. He was on vacation.  She wasn't open to solutions unless it was free and we aren't offering that.6. If she doesn't like us or our fees she can find a different service company.  7. We can only replace the parts we think need to be replaced.  When we replace the parts and the unit works it is fixed.  There could be a totally different issue now who know.  But the $185 service/travel fee is not for unlimited trips.  8. We would be willing to come out 1 more time at no charge but we are not refunding any parts as the part installed did fix the fireplace nor are we covering any parts for this 8 year out of warranty fireplace.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
[1. The technician came twice for the exact same problem and it has not been fixed. They made us purchase new parts that were obviously not the problem as the same problem occurred again in short period of time. The problem is not the age of the fireplace but their lack of capabilities and interest to find the real problem that causes the issue. 2. The fact that I have not purchased the item my self but that I am the second owner is irrelevant. 3. I have agreed on a third appointment with the technician for last Thursday at 3:00. He did not come. I did say this visit had to be on them as 2 visits for the same unfixed problem is not ok. 4. The fact that the fireplace is 7 years old does not mean it is unfixable and that it should be treated like an antique. They clearly show a lack in interest to fix these device and it should be part of usual customer service. 5. If their manager is in vacation, the least to do is a) inform the client and not stay silent not returning calls, b) offer an acceptable solution in his absence. 6. The overall attitude of the store is not acceptable. 7. I continue to ask for the same repair at no cost. I want to have a refund on the parts they changed that were not the problem. If they give me proof that another part needs to be changed then I will pay for it requesting a guarantee but the work has to be on them. ]
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
[1. 1. "The service fee for units out of warranty is as follows: $185.00 PER trip plus any parts needed (There is no warranty & the $185.00 doesn't cover all trips)" I was told that if you had to come back for the same problem, the fee was $100.00/trip. Furthermore, 3-4 weeks for a repair to work is not acceptable and it shows that the problem has NOT been fixed as it is happening again. 2. "She wanted to speak to a manager. He was on vacation.  She wasn't open to solutions unless it was free and we aren't offering that." First of all, the least you can do it share this information with your customer rather than saying yes and never calling back. Second of all saying that I am not open to a solution is perfectly incorrect. You have simply not offered any acceptable solutions. 3. "We never agreed on an appointment for last Thursday.  The technician tried to make an appointment but Mrs. [redacted] didn't want to let him speak and just kept asking for a manager." That is incorrect as we planned on Thursday at 3:00. 4. "If she doesn't like us or our fees she can find a different service company. " This just speaks by it self and the way you treat your customers. I do hope this is being publish so your customers see the importance your give them. 5. "We would be willing to come out 1 more time at no charge but we are not refunding any parts as the part installed did fix the fireplace nor are we covering any parts for this 8 year out of warranty fireplace." We do accept this part and hope that this will end this mess. We will certainly NOT use you in the future and will certainly NOT buy any new fireplace at your store due to your customer service. Please provide times after 3:30 pm where you can come.  
Regards,
[redacted]

Customer purchased a pellet stove from us and had it installed by our sub-contractor on 09/16/2015. Customer contacted the store with concerns regarding the operation of his pellet stove. We have sent our technician out twice to service the stove. The first time, 03/08/2016, we charged a travel fee...

of $150.00, the manufacturer's warranty covers parts and labor at the home but does not cover or include travel fees. Our service technician found that the stove had a faulty snap disc, the technician changed the faulty part under warranty and ran the stove to check for proper operation. Two weeks later the customer contacted the store again and spoke with the owner, who sent our technician back on 03/22/2016 to service the stove. In an effort to appease the customer, we did not charge a travel fee for the second trip. Our technician found a faulty hopper lid switch and vacuum sensor, he changed both parts under warranty. To our knowledge, the stove is now functioning properly, customer has not contacted us with any additional concerns regarding the operation. We have and will continue to uphold the manufacturer's warranty of the product.