RISE N SHINE DONUTS

Yes it has taken a long time to get the partsIt just has not taken months to repairBut a little over three months which is still to long.We were asked to fire up the unit on 12/07/we arrived at job but there was no power provided by customerWe returned on 12/12/once power was provide to fire up and correct short in systemOn that day the unit tested fine and we fire upThere was no issue with unitOn 12/customer requested service as they smelled gasHad crew go by on 12/but could find gas leakHad another crew go by on 12/and unit was completely taken apart by othersOur crew determined that parts were neededContacted factory on Jan 4th to get correct part numbersThe factory was shut down from the 18th thru the 3rd for the hoildaysI was told that those are not common parts and they would have to get them from manufacturingI received no call back and called them again on 1/Still no part numbers and was told to we could pick up the [redacted] fitting from hardware store as it is standard teeMy service tech picked one up and appointment was made for 1/ [redacted] from hard ware store would not workWe finally got one part number and ordered it and [redacted] our service tech finally got the last part number from the factory in late FebWe ordered the partThe last part arrived on 3/and we were out to complete the service on 3/My tech has stated that every thing is good and we are scheduled with a follow up phone call on 4/to confirm after customer uses unit thru weekendI can complete understand the customers frustration It has been frustrating for us as wellThe manufacture has been very hard to deal with this winter in getting informationTo make matters worst the parts needed were not parts in the parts catolog as these parts are part of an assembly which is tested before the unit is shipped and normally don't need to be replacedI'm sorry about the later response as I was out of town form the 7th and just returned on MondayThe letter was addressed to me so the office staff put it in my box[redacted] Energy House

On 9/25/the customer ordered a electric fireplace for pick upThis is a retail sale and customer choice the fireplace off the internet as we do not display this unitWe ordered the unit on 9/23/and received it in our warehouse on 10/14/M [redacted] was informed the unit was in and he picked it up on 11/2/We received a call from [redacted] on 2/2/stating the unit was not workingOn 2/5/our service tech did a service call and the unit was working, the only issue was one light was out on the left side of the unitWe could not remove the glass face to get into the unit to get serial number as customer had installed trim around itHe was informed that the light would have to be orderedSince we did not have the serial number we had to do a special request for this to be covered under warrantyWe did the proper paper work and submitted the warrantyWe receive the new light bulb from manufacture on 3/and returned and replaced the light bulb 4/6/Service tech notes stated the unit working completely fine gave customer full demo and showed customer how to use the remote controlThis is only issue with the fireplace from date of purchase.On 12/6/16, [redacted] from our service department sent me a note regarding this orderShe stated that the customer called and said "He has had tons of problems with the unit not working and the bottom metal grill on the bottom is bowing out and the fan is making a humming noise, he wants to return the unit and purchase an upgraded unit".I called customer and spoke to him and told him I would call manufacture to see it that was a problem they were having with the unitHe said fineI called the manufacture that day and spoke to themThey stated that this is not and issue at all and would be happy to supply a new heater and grill as the unit has a two year warranty on partsThey stated it is a very simple to replace by removing a couple screws.I call back within an hour and explained to customer that the factory will supply the grill and heater under warranty and I can have them ship the parts directly to him as it was a simple repairCustomer demanded that we come out and replace the partsI tried to explain to him that this is a retail sale and there is no labor covered under the warranty, he stated that we came out before when the light was out and I explained to him that was an error as our scheduler thought we were going out to service a unit we did install for the customer which has a labor warranty At that point the customer starting screaming and threatening that he will never do business again with us, the unit is a [redacted] and he will blast us on the internet and so on and hung up.I still have warranty claim open for the parts from the factory and would be happy to supply themIf you wants a new unit I would try to see if the factory would replace the unit he has with a new one of the sameI can not state if they will or will not do this

There has been no changeI called the company to get status but they continue to move the service date out and tell me they are not able to get the parts from the manufacturerI have been unable to get any resolution on the matter

Yes it has taken a long time to get the parts. It just has not...

taken 6 months to repair. But a little over three months which is still to long.We were asked to fire up the unit on 12/07/15. we arrived at job but there was no power provided by customer. We returned on 12/12/15 once power was provide to fire up and correct short in system. On that day the unit tested fine and we fire up. There was no issue with unit. On 12/15 customer requested service as they smelled gas. Had crew go by on 12/17 but could find gas leak. Had another crew go by on 12/18 and unit was completely taken apart by others. Our crew determined that 2 parts were needed. Contacted factory on Jan 4th to get correct part numbers. The factory was shut down from the 18th thru the 3rd for the hoildays. I was told that those are not common parts and they would have to get them from manufacturing. I received no call back and called them again on 1/11. Still no part numbers and was told to we could pick up the [redacted] fitting from hardware store as it is standard tee. My service tech picked one up and appointment was made for 1/20. [redacted] from hard ware store would not work. We finally got one part number and ordered it and [redacted] our service tech finally got the last part number from the factory in late Feb. We ordered the part. The last part arrived on 3/22 and we were out to complete the service on 3/29. My tech has stated that every thing is good and we are scheduled with a follow up phone call on 4/4 to confirm after customer uses unit thru weekend. I can complete understand the customers frustration . It has been frustrating for us as well. The manufacture has been very hard to deal with this winter in getting information. To make matters worst the parts needed were not normal parts in the parts catolog as these parts are part of an assembly which is tested before the unit is shipped and normally don't need to be replaced. I'm sorry about the later response as I was out of town form the 7th and just returned on Monday. The letter was addressed to me so the office staff put it in my box.[redacted]Energy House

On 9/25/15 the customer ordered a electric fireplace for pick up. This is a retail sale and customer choice the fireplace off the internet as we do not display this unit. We ordered the unit on 9/23/15 and received it in our warehouse on 10/14/15. M[redacted] was informed the unit was in and he...

picked it up on 11/2/15. We received a call from [redacted] on 2/2/16 stating the unit was not working. On 2/5/16 our service tech did a service call and the unit was working, the only issue was one light was out on the left side of the unit. We could not remove the glass face to get into the unit to get serial number as customer had installed trim around it. He was informed that the light would have to be ordered. Since we did not have the serial number we had to do a special request for this to be covered under warranty. We did the proper paper work and submitted the warranty. We receive the new light bulb from manufacture on 3/23 and returned and replaced the light bulb 4/6/16. Service tech notes stated the unit working completely fine gave customer full demo and showed customer how to use the remote control. This is only issue with the fireplace from date of purchase.On 12/6/16, [redacted] from our service department sent me a note regarding this order. She stated that the customer called and said "He has had tons of problems with the unit not working and the bottom metal grill on the bottom is bowing out and the fan is making a humming noise, he wants to return the unit and purchase an upgraded unit".I called customer and spoke to him and told him I would call manufacture to see it that was a problem they were having with the unit. He said fine. I called the manufacture that day and spoke to them. They stated that this is not and issue at all and would be happy to supply a new heater and grill as the unit has a two year warranty on parts. They stated it is a very simple to replace by removing a couple screws.I call back within an hour and explained to customer that the factory will supply the grill and heater under warranty and I can have them ship the parts directly to him as it was a simple repair. Customer demanded  that we come out and replace the parts. I tried to explain to him that this is a retail sale and there is no labor covered under the warranty, he stated that we came out before when the light was out and I explained to him that was an error as our scheduler thought we were going out to service a unit we did install for the customer which has a labor warranty.  At that point the customer starting screaming and threatening that he will never do business again with us, the unit is a [redacted] and he will blast us on the internet and so on and hung up.I still have warranty claim  open for the parts from the factory and would be happy to supply them. If you wants a new unit I would try to see if the factory would replace the unit he has with a new one of the same. I can not state if they will or will not do this.

Complaint: [redacted]I am rejecting this response because I want the fireplace insert either repaired by Energy House or they can send me a new one. Their service tech went to my house to make the repair but it has not been working ever since.  It was not explained to me that there is no labor under the warranty and they did acknowledge that is was an error in their part thinking the scheduler was going to service a unit that Energy House installed.  If Energy House does not wish to come down to make the repairs, then I would like a new unit. 
Sincerely,
[redacted]