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Quality Fireplace Solutions Reviews (7)

The following information is provided for the above referenced file Invoice # [redacted] was completed on May 7, The invoice total: $ Mr [redacted] SHOULD send you a copy of the invoice It has been determined that the company does not have the additional time to research this for an organization such as the Revdex.com that threatens a company's GREAT name and reputation on the word of one person Our company is innocent of any wrongdoing, and Mr [redacted] should have to prove that we are guilty of something The technician successfully completed a maintenance tuneup of the gas fireplace appliance on May - yes, nearly TWO YEARS AGO The cost of the tune up: $ This money will not be refunded, since the maintenance tune up was successfully completed by the technician and to the satisfaction of the owner Maintenance should be conducted every 2-years; manufacturers suggested guidelines are for annual maintenance I have no information as to when or if the fireplace was ever looked at prior to the company appointment That is where I erred, initially, in my response to the Revdex.com and I do regret that The homeowner complained, at that time, that he did not have a good shut off to access The technician had a key valve on the truck and installed it without any labor charge for the customer in an effort to save the customer money As you can see by the bottom section of the attached sample invoice, there is a CLEAR CUT STATEMENT about warranties and guarantees days on labor and year on parts The company was sold by the previous owner, to me, on July 1, I renewed the membership with the Revdex.com, on the condition that Quality Fireplace Solutions would honor guarantees and warrantees, accordingly Mr [redacted] waited until December 8, - BY HIS OWN ADMISSION WELL OUTSIDE THE ACCEPTABLE EXPIRATION DATES - to contact the company and request a visit from a technician At that time, he sent an e-mail containing photos, which showed nothing that was conclusive with regard to the emergency shut off valve A technician was dispatched on January 13, No charge was assessed to the owner, despite the company policy to charge $+ Technician time for any visit outside the warranty and part guarantee The homeowner complained that the emergency shut off (to be used by the Fire Department or Xcel Energy) had "moved" and was "difficult to get to" as his main shut off Photos and the technician's inspection were inconclusive Mr [redacted] was not satisfied Homes have two shut offs: a primary for the homeowner, and an emergency for the above organizations The homeowner, in subsequent conversations, never answered the question of where the primary shut off is or why he did not use that shut off instead The fact is, the owner still has the valve in his possession The cost of the part: $ He is being sent a check by registered mail today, for the part The company paid tax for that part The tax will NOT be refunded to the homeowner There is no reason to refund any further funds, since the maintenance tune up was successfully completed The homeowner will receive funds HE IS NOT ENTITLED TO

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me In response to Quality Fireplace SolutionsTo avoid dragging this out any further I am going to keep this shortI have clearly explained why I have been disappointed with Quality Fireplace SolutionsWe hired Quality Fireplace Solutions to fix the gas leak coming from the shut off valve, so it was good that the technician had the part in his truck/van to fix it.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:In response from Quality Fireplace Solutions they state that the part cost approximately $290.00, but on the invoice the cost of the part is listed as $I am confused why she would overstate the cost of the partI do not think it matters whether the shut off is utilized by the fire department or not, I believe it should have been installed correctlyI have the keys to turn off the shut off, but the part was not installed correctly and the slot that the key goes in does not line up correctly with the shut off valveIn response to her statement about other valves in and around the fireplaceI do not think it matters if there are other shut off valves, all of the shut off valves should be installed correctly so that the gas can be turned off at every point.In the second paragraph she mentions that Quality Fireplace Solutions did not charge me for the labor to instal the valveThe invoice is broken down as such, Living Room $129, Parts $155, Taxes (Part Only) $6.35, Total Due $I was charged for laborI do not think it matters how much time went by, the part should have been installed correctlyIt is a complete lie that I was argumentative over the phone twiceWhen I received the letter and not a call about the cancellation of my appointment I was frustrated.In response to the fifth paragraphWhen the technician stopped by and tried to fix the problem and was not able to do anything, I asked him if the person that could fix it would be able to stop by and fix it that same dayIn his response he said that he did not think anyone would be able to come out that same day to fix it, but that he would talk to the owner to see if they could get someone else to come out that day to fix itHe said I would receive a call later that day about scheduling another appointment, whether it would be that day or another dayI say okayHe asked me if I had the invoice and I did, it was sitting on the kitchen table and he looked at itWhen I contact Quality Fireplace Solutions in early December of 2015, I mentioned to them that the work was originally done in May of 2014, so they knew even before pulling the invoice that had been over a year.In regards to the last paragraphThe owner said on the phone and I quote, "go ahead and file a complaint, I will just get it taken down." I am not blackmailing the company, I simply want my money back that was paid to do the job right wayThe way it stands now, I have to hire another company to come out to my house to correct their work.Any company should do what they say they are going to do and do it right Sincerely, [redacted] ***

Quality Fireplace Solutions was at the home of Mr*** on 5/17/14. At the time of the visit, a valve, costing approximately $was installed for emergency shut off only. This emergency shut off would normally be utilized the fire department and they would have keys
to fit. It would not normally be used by a homeowner to turn the natural gas on and off at any time. There are other valves in and around the fireplace to do that. In a phone call with Mr***, I repeatedly asked about the location of the shut off, and he refused to answer the question. Quality Fireplace Solutions did not charge Mr*** for labor to install the valve. The company was then under the ownership of *** ***. More than months went by before Mr*** decided to contact Quality Fireplace Solutions to report his concern. This should have been done prior to the expiration of the warranty and labor guarantee, NOT more than months later. The owner was advised in a letter of the expiration of the warranty and labor guarantee, because he was argumentative and combative over the phone, not once but twice. The company was sold to me on July 1, and we agreed to honor anything under the terms of our Invoicing which follows: Quality Fireplace Solutions honors any labor for days and parts for year. The work at the *** home was done in 2014, not 2015. Quality Fireplace Solutions warranty on parts and labor is a widely accepted standard through any service industry, unless an appliance is brand new. Our company has had one other complaint and, because it was within a month time frame, we were happy to honor a recall at no charge to the customer.Unfortunately, we were not able to go to Mr***'s at the original date, and a tech was dispatched as quickly as possible. Mr*** was very upset with our technician and demanded restitution or other resolution. However, after pulling the original ticket and discovering it had been more than months since the part was installed it was determined that we would not return to the home of the client. As stated, the client was advised by letter.Our company has an excellent reputation and we've helped thousands of homeowners in the Metro area. I did advise Mr*** that if he felt that strongly about his perception of poor workmanship or problems with the part, he should absolutely file a complaint with the Revdex.com. I also advised him that I would have the opportunity to rebut the complaint. Our company will not contact the client and will not be blackmailed by a threat of complaining to the Revdex.com, though it saddens me that this particular homeowner does not accept responsibility for ownership and follow up that would be considered quite normal

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
In response to Quality Fireplace Solutions. To avoid dragging this out any further I am going to keep this short. I have clearly explained why I have been disappointed with Quality Fireplace Solutions. We hired Quality Fireplace Solutions to fix the gas leak coming from the shut off valve, so it was good that the technician had the part in his truck/van to fix it.Sincerely,
[redacted]

The following information is provided for the above referenced file.   Invoice #[redacted] was completed on May 7, 2014.   The invoice total:  $290.35   Mr. [redacted] SHOULD send you a copy of the invoice.  It has been determined that the company does not have the additional time to research this for an organization such as the Revdex.com that threatens a company's GREAT name and reputation on the word of one person.  Our company is innocent of any wrongdoing, and Mr. [redacted] should have to prove that we are guilty of something.   The technician successfully completed a maintenance tuneup of the gas fireplace appliance on May 7 2014 - yes, nearly TWO YEARS AGO.  The cost of the tune up: $129.00.  This money will not be refunded, since the maintenance tune up was successfully completed by the technician and to the satisfaction of the owner.  Maintenance should be conducted every 2-4 years; manufacturers suggested guidelines are for annual maintenance.  I have no information as to when or if the fireplace was ever looked at prior to the company appointment.  That is where I erred, initially, in my response to the Revdex.com and I do regret that.   The homeowner complained, at that time, that he did not have a good shut off to access.  The technician had a key valve on the truck and installed it without any labor charge for the customer in an effort to save the customer money.    As you can see by the bottom section of the attached sample invoice, there is a CLEAR CUT STATEMENT about warranties and guarantees.  30 days on labor and 1 year on parts.   The company was sold by the previous owner, to me, on July 1, 2015.  I renewed the membership with the Revdex.com, on the condition that Quality Fireplace Solutions would honor guarantees and warrantees, accordingly.    Mr. [redacted] waited until December 8, 2015 - BY HIS OWN ADMISSION WELL OUTSIDE THE ACCEPTABLE EXPIRATION DATES - to contact the company and request a visit from a technician.  At that time, he sent an e-mail containing photos, which showed nothing that was conclusive with regard to the emergency shut off valve.  A technician was dispatched on January 13, 2015.  No charge was assessed to the owner, despite the company policy to charge $40.00 + Technician time for any visit outside the warranty and part guarantee.  The homeowner complained that the emergency shut off (to be used by the Fire Department or Xcel Energy) had "moved" and was "difficult to get to" as his main shut off.  Photos and the technician's inspection were inconclusive.  Mr. [redacted] was not satisfied.   Homes have two shut offs:  a primary for the homeowner, and an emergency for the above organizations.  The homeowner, in subsequent conversations, never answered the question of where the primary shut off is or why he did not use that shut off instead.   The fact is, the owner still has the valve in his possession.  The cost of the part:  $155.00.  He is being sent a check by registered mail today, for the part.  The company paid tax for that part.  The tax will NOT be refunded to the homeowner.   There is no reason to refund any further funds, since the maintenance tune up was successfully completed.   The homeowner will receive funds HE IS NOT ENTITLED TO.

Complaint: [redacted]
I am rejecting this response because:In response from Quality Fireplace Solutions they state that the part cost approximately $290.00, but on the invoice the cost of the part is listed as $155. I am confused why she would overstate the cost of the part. I do not think it matters whether the shut off is utilized by the fire department or not, I believe it should have been installed correctly. I have the keys to turn off the shut off, but the part was not installed correctly and the slot that the key goes in does not line up correctly with the shut off valve. In response to her statement about other valves in and around the fireplace. I do not think it matters if there are other shut off valves, all of the shut off valves should be installed correctly so that the gas can be turned off at every point.In the second paragraph she mentions that Quality Fireplace Solutions did not charge me for the labor to instal the valve. The invoice is broken down as such, Living Room $129, Parts $155, Taxes (Part Only) $6.35, Total Due $290.35. I was charged for labor. I do not think it matters how much time went by, the part should have been installed correctly. It is a complete lie that I was argumentative over the phone twice. When I received the letter and not a call about the cancellation of my appointment I was frustrated.In response to the fifth paragraph. When the technician stopped by and tried to fix the problem and was not able to do anything, I asked him if the person that could fix it would be able to stop by and fix it that same day. In his response he said that he did not think anyone would be able to come out that same day to fix it, but that he would talk to the owner to see if they could get someone else to come out that day to fix it. He said I would receive a call later that day about scheduling another appointment, whether it would be that day or another day. I say okay. He asked me if I had the invoice and I did, it was sitting on the kitchen table and he looked at it. When I contact Quality Fireplace Solutions in early December of 2015, I mentioned to them that the work was originally done in May of 2014, so they knew even before pulling the invoice that had been over a year.In regards to the last paragraph. The owner said on the phone and I quote, "go ahead and file a complaint, I will just get it taken down." I am not blackmailing the company, I simply want my money back that was paid to do the job right way. The way it stands now, I have to hire another company to come out to my house to correct their work.Any company should do what they say they are going to do and do it right.
Sincerely,
[redacted]

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Address: 422 Venus Court P.O. Box 631068, Lone Tree, Colorado, United States, 80124

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