Sudbury Hearth & Home Reviews (%countItem)
Sudbury Hearth & Home Rating
Address: 827 Barry Downe Road, Sudbury, Ontario, Canada, P3A 3T6
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Address: 827 Barry Downe Road, Sudbury, Ontario, Canada, P3A 3T6
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I hired Sudbury Hearth and Homes in January 2019 to change my wood fireplace into gas and to have a custom mantel installed. From January - May we went back and forth looking at various options. In May I received a quote of up to $6000 for the fireplace and up to $9500 for the mantel. I was told the job would take 4-6 week from start to finish.He asked for a $3000 deposit. Prior to demolishing my fireplace mantel, I texted *** (***) to confirm we were good to start and that he had a fireplace in stock as I didn't want to have my living room in renovation mode for months. He confirmed so demolishing was complete on July 10th. I did not hear from *** for weeks. I sent several texts, made calls and sent emails. Finally on August 15th the fireplace was installed but not operable. The gas fitter asked if the fireplace was new or a demo. We were charged for a brand new fireplace. At this point, I don't know if the fireplace was new or a demo but I paid full price for it. Again, there was no contact made with *** to finish the installation. I had to go into the business late September to say I wanted a refund before he came back to do some more work. He had his worker come and frame the unit in, prepping it for the mantel. *** told me another 4-6 weeks. *** asked me to pay balance of the fireplace, I asked if he needed more money as a deposit on the mantel. He told me his bookkeeper wanted him to keep the fireplaces separate from the mantels and that he didn't require additional money from me. I asked him if the unit would be complete for Christmas. He promised it would be. Weeks and months passed and again, he promised December 15th completion date. December 15th came, and no word from ***. I did not decorate my house for Christmas as I was waiting for this project to be completed to avoid getting dust on decorations. I called the manufacturer who confirmed that *** had not sent them a deposit so the mantel was never ordered. I then put a social media post in desperation to have my mantel finished. *** then sent me the cost price of the mantel and said he would finish the job if I removed the post. He said he would only charge me $5050.00. I believed him again, I waited until first week of January, At that time, I called the manufacturer who again said no deposit received. At that point, I sent *** a text telling him not to bother ordering the mantel as he never did.
TellSudbury Hearth and Home***
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***June 10, 2020Re: ***Sudbury Hearth and Home did have a contract with *** to supply a Regency Gas Fireplace only. We did recommend the Gas Installer, but, his contract was directly with the customer so she would have a better deal.The customer doesn’t have a contract or deposit on a mantle and never, at any time, a written quote for a stone mantle from us.Sudbury Hearth and Home did have a verbal understanding to supply a custom limestone mantle once a final drawing of the mantle and its corresponding cost were finalized. To get to this stage of providing pricing and drawings for the actual mantle, a number of things had to be in place. These are the things that took time as they involved many elements, such as:In order to save money, *** paid each trades person individually and was involved in their scheduling. In another area of cost savings, *** was to dismantle her old mantle. This took 1 ½ months.When the gas fitter did a site visit, he noticed that the pool heater was illegally connected, which he corrected.There was an issue with the wiring in the house. This would have required an electrical permit and certified electrician to correct. To my knowledge, this remains incomplete.The customer changed the design at least 3 times. While it is not untypical for a design to evolve over time, this prevented getting the required framing to support the mantle and final drawings and pricing for the mantle completed.Other delays, which are just the nature of the business involve getting skilled trades people in Sudbury. There is most often a wait period and this is especially true for what would be considered a small domestic job.It was early December when I finally received our cost and drawings of the final mantle. At that time we were informed that *** had put inaccurate, malicious and slanderous comments on several social media sites. Once this was confirmed, I sent her the drawings and pricing we had received and informed her we would no longer work with her and that she could finish the project on her own, if she so chose. In a subsequent text to me, she said she would remove all the social media posts if I gave her a free pizza oven valued at approximately $6000.00!So to reference back to the first line in your letter, there are definitely two sides to every dispute.Sincerely,***Sudbury Hearth and Home us why here...
Complaint: ***
You can see from the corresponding texts that we had a contract for him to complete both the fireplace and the mantel. He never provided me with an invoice until the entire fireplace was paid and I had to go into the business in September of 2019 to request it. Then, it was emailed to me. Again, he did not want a deposit for the mantel in September but never told me he couldn't order it. In December, *** sends me a copy of the email from the manufacturer showing me he paid the deposit but when you read the email, it's requesting a deposit. He never sent the deposit. He used all sorts of excuses why the mantel wasn't ready. He told me that I was talking to the wrong person when I called the manufacturer. He told me there was a flood in the area and his mother had a stroke. That day he also sent me his invoice, stating he would do the job at cost just to finish it. Thats the copy of his cost $5050.00 and its his invoice. If I didn't have a contract for him to do the job, why would the quote be under his name? *** states that I told him if he gave me a $6000 pizza oven I would remove the social media post. Please read the text I sent him. It was dated in March, 3 months after I did the post and It actually states I would avoid going to small claims court as a settlement. In addition, I would also remove my social media post as a resolution. Finally, you can see the condition of my living room wall for almost a year and the correspondences we had. I was never rude or ignorant. I believe *** misquoted me the price to order and install the mantel. As you can see his cost was over $5000 and then labour would cost at least another $5000. His retail quote was less than that to me. Further, I don't think he knew what he was doing with the measurements because when we went to Toronto, all we did was provide a handmade drawing and it was accepted. *** kept coming to the house to measure but wasn't getting it right.
Sincerely
June 23/20***I am ***’s partner. I believe I met this customer on a couple of occasions in passing when she visited the store. I can’t speak to every conversation, text, email that transpired between her and ***. I can, however, speak to the following:She bought and paid for a fireplace. That’s all.*** was working with her on a limestone mantle. Several things had to happen before final measurements of the mantle and therefore the pricing of the mantle could take place. This took time. Time to plan, and time to execute. Of course, she takes absolutely no ownice at all for this time period. It was December when we received back pricing for the final design from the manufacturer. Of course, we didn’t order the mantle. She hadn’t yet received a price for the mantle, nor had she given us a deposit. That’s how RETAIL works. We, the retailer, give her, the consumer, a price for goods. If she, the consumer, accepts the price, we the Retailer, have her sign off on the “custom project” and take a deposit from her, which we then send to the Manufacturer to initiate the build process. That’s how retail works!We didn’t even get to the point of providing her with an estimate before she chose to try us in the court of public opinion by posting her comments on line. At that point we were finished working with her, period. I felt at that time that we should be bringing her to court, but, *** wanted to take the higher road, so he gave her all the information we had received from the manufacturer, and told her she could work directly with him as we would no longer be involved in her project. We owe her nothing. She was not ever billed or paid us for anything which she did not receive. I find it curious that we are named on your website, but, the customer remains anonymous, and even in your correspondence to us, you request that we not name her. Curious, her internet posting was anonymous also.Regards,***Sudbury Hearth and Home
Complaint: ***
I am rejecting this response because:
Sincerely,
***
1. I am ***’s partner. I believe I met this customer on a couple of occasions in passing when she visited the store. I can’t speak to every conversation, text, email that transpired between her and ***. I can, however, speak to the following:She bought and paid for a fireplace. That’s all.My Response: I did. in fact, meet you twice and I was never rude or ignorant. Anytime I called you, you pretended you didn’t know what was going on. I would have never guessed you were a partner. You would think if you were in business with *** in over a year of conversations you would know what was going on. Perhaps even assisted me when I called or replied to my emails. But you did not provide me with any relevant information other than the day I came into the shop in the fall of 2019, requesting an invoice for my deposit. And even then, you had to email it to me several days later.Again, you both are playing the part that I only had a contract for a gas fireplace. Of course, you used my deposit and transferred to the fireplace to suit your needs. Why was I never given me an invoice until the fall of 2019?*** did not want an additional deposit but now I understand why, neither one of you knew what you were doing. You would think in our thread of texts, if the deposit was an issue it would be there. I even called the manufacturer when *** hadn't provided them with a deposit to pay the deposit directly to them. If we never had a contract for a mantel and I was rude or unkind, *** should be able to show the thread of texts. NEVER did he say he couldn't do the mantel, and NEVER did he say he didn’t want to deal with me. It was me who finally cut the ties in January 2020. I will have testimony from the owners of the manufacturer that *** did not return calls nor put a deposit! Again, the manufacturer wanted me to wait to deal with them directly to see if *** was going to call them back or provide the deposit. *** did not even communicate with the. manufacturer what his intentions were. 2. *** was working with her on a limestone mantle. Several things had to happen before final measurements of the mantle and therefore the pricing of the mantle could take place. This took time. Time to plan, and time to execute. Of course, she takes absolutely no ownice at all for this time period. It was December when we received back pricing for the final design from the manufacturer. Of course, we didn’t order the mantle. She hadn’t yet received a price for the mantle, nor had she given us a deposit. That’s how RETAIL works. We, the retailer, give her, the consumer, a price for goods. If she, the consumer, accepts the price, we the Retailer, have her sign off on the “custom project” and take a deposit from her, which we then send to the Manufacturer to initiate the build process. That’s how retail works!My response:I’m not sure what things took time. Perhaps you could elaborate. I only received the following excuses which seem irrelevant to the mantel design.-a friend’s son was out of country and *** was in Church praying for his safe arrival (refer to previous text)-*** told me there was flooding in the area where they make the mantel. I confirmed with the manufacturer this was not the case.-both the manufacturer and I were told verbally that ***’s mom had a stroke. If you were the partner maybe you could have helped *** during this difficult time to complete the project.3. We didn’t even get to the point of providing her with an estimate before she chose to try us in the court of public opinion by posting her comments online. At that point we were finished working with her, period. I felt at that time that we should be bringing her to court, but, *** wanted to take the higher road, so he gave her all the information we had received from the manufacturer, and told her she could work directly with him as we would no longer be involved in her project. We owe her nothing. She was not ever billed or paid us for anything which she did not receive. My response:*** promised my mantel would be ready by December 15th, 2019 after months and months of excuses. However, I decided to call the manufacturer myself to see if it was ordered and then found out they were waiting for a deposit since the fall! And last time, they spoke to *** was November. Yes, I was very upset for being constantly lied to. Yes, at that point I put a public post both on my personal account and Shout Out Sudbury. Once I did that ***, texted me the quote he received and the email that showed he was to provide them with a deposit. He said he provided a deposit, but I was speaking to the wrong person at the manufacturer. At that time, he continued to tell me he would finish the job. I told him I would remove the post on my personal account, and he said he would finish the job at his cost. I could only remove my personal post and I did that. I spoke to the manufacturer who told me to give *** until the first week of January to give a deposit and if not received they will deal directly with me. Once, first week of January came, I put up a new post on my personal account, stating I was going to order it myself and sue *** and Sudbury Hearths and Home. You also received that text (picture previously sent)In regard to measurements, my husband is not a carpenter, but all he had to do was provide them with a sketch and measurements. No other work was done to the fireplace from the time it was installed by ***’s contractor to the time I ordered the mantel so not sure what the complications were that you speak of!Seems like the excuses and the no call-backs is the way you both run your business, See the *** reviews. They are very consistent to my story. Thanks for teaching me to use *** Reviews prior to hiring someone.4. I find it curious that we are named on your website, but the customer remains anonymous, and even in your correspondence to us, you request that we not name her. Curious, her internet posting was anonymous also.More lies….. Not only did I post with full name, I also have a profile picture to both my *** review and ***. See pictures.The only time I posted anonymously was in Shout Out Sudbury. You make the post and the administrator of the group posts it anonymously. I was sure to share my post so people knew it was from me. As you can see from the pictures of my *** post, I have my full name and picture. As you can see from my *** review, I have my full name and pictureIn regard to ***, I have my full name so not sure why you see it as anonymous. Perhaps *** can answer that question.I have NO reason to hide my name…I did nothing wrong! Regards
Had the sales rep come to our home and analyses what we needed as a heating unit. After the installation and many corrections suggested by the company turns out that the wood insert is the wrong unit for the application, this indicated by head office of ***. The current unit does not heat our 1100sq ft home. Requested an exchange or refund and the bill of sale insures this but was refused repeatedly, hence $4000,00 later still no heat.
Have repeatedly contacted the company only to be told to not call back. The customer service is horrible the salesman is rude and belittling, suggesting that we knew the product we were purchasing. We have made contact with head office of *** only to be told to deal with the local office who refuses to address the issue.
At the end of it all we have had a product in our home that was purchased less than a year ago and still nothing. just threw $4000.00 down the chimney pipe.
Product_Or_Service: Wood burning unit
Initial Business Response /(1000, 11, 2018/08/01) */
This customer came to our store wanting to replace an old fireplace "insert" he had in his house. He wanted something with newer technology which would provide more heat. Based on his pictures which showed the insert surrounded by masonry, and the fact that he had an insert for years, he was shown and explained about the inserts we carried. He was to remove his existing insert and provide us the measurements of the fireplace cavity so the right insert for the opening could be selected.
He removed the old insert and sent us pictures of the opening and measurements. Upon seeing these pictures, he was immediately contacted and told that he did not have an actual fireplace and should be putting in a zero clearance fireplace, not an insert.
To put in a zero clearance unit some factors came into play: 1) The cost of the unit was higher. 2) There would have to be a change from 6" corrugated chimney to 7" double wall stainless steel chimney, which was another additional cost. 3) He would also have to do a lot more demolition of the previous installation. The increase in costs added up to between $2000.00-2500.00. He did not want to pay this for the proper unit. He consulted with a *** Certified contractor about the installation, which he was doing himself, again to save money, and as a result of that meeting, which did not involve us, he decided that he indeed did want to purchase the "insert". We suggested numerous times that this was the wrong unit and his previous unit was installed incorrectly also.
Keep in mind, he is only now buying the unit, against our recommendation, with full knowledge that he would be installing a fireplace insert into a non code compliant setting. This was as a result sold to him cash and carry.
He proceeded to install the insert and burn it throughout the winter. When it didn't perform as he had hoped, he looked to blame us. We told him over and over that he knowingly took the wrong unit and that's why it's not doing its job. He wasn't satisfied with that and subsequently went to *** Head office, which is his right. They told him the exact same thing.
There is no warranty issue here. There is no terrible service here. He didn't want to spend the money and do the work required to install the correct unit. He had his own plan in place and bought that insert after he was advised by us that it was the wrong unit for his application. This is a case of looking to hold someone else responsible for actions this person took with full knowledge.
Initial Consumer Rebuttal /(3000, 13, 2018/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our reason to report this business is clear. In fact the salesman came to our dwelling on numerous occasions. The two main products that we have quotes or circled in the catalogue for are not zero clearance units. We were informed about the proper unit once *** office in BC was contacted. In fact the sales man at the said business had even offered yo have his *** representative come to our home because the salesman indicated several times that the unit must have been faulty.
That being said the business claims customer satclaims customer satisfaction and that is not the issue. We have been told to not call them nor make contact with the sales man in particular. We would also like to indicate that the reason for choosing this business over two others was because of the prompt home visit.
Final Business Response /(4000, 22, 2018/08/20) */
The fact that a couple of insert options were discussed is not in dispute. That someone here may have circled these in a brochure is also possible as the brochure would have been handed out on the first visit when we were shown pictures of the customers "existing" fireplace insert. The only time we became aware that this unit should be a zero clearance unit rather than an insert, is once the customer had removed the old unit. At that time it was noticed that the customer didn't have a code compliant chimney and rather than an insert, he should be putting a zero clearance. He was advised of this BEFORE he made any purchase, and on several occaisions. He took other people's advice to make it work and save money. He only contacted *** long after he installed the unit. Nothing is different from our first response.
Final Consumer Response /(4200, 24, 2018/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is a detailed series of events:
September we contacted *** at Sudbury hearts and home to proceed with the order of the intended unit. At that point I removed my existing unit and proceeded to send *** some photos September 8th to be exact, with the dimensions. I asked him if all was good, the hole and materials in the hole. And if I had any other preparations to do for the stove purchased. At that point *** indicates that I do not have a fire place and is unsure if it will pass inspection. *** (inspector) was contacted by *** Indicating there was no issues to pass the inspection and it is a go ahead with the stove.
At no point was there any mention that this unit was not ment for the installation purpose and that I would not get the necessary heat to supply my home with a comfortable temperature.
In October, I received the stove and asked about having a professional install it. I was then told that I could very well install it myself. I was supplied with the stainless steel chimney kit that was sold to me by ***. I proceeded to install it.
December 13th contacted *** to indicate that there was no heat or very little of it coming from the unit. He indicated that there is something wrong with the stove. He would do some research and get back to me.
December 15th he called and indicated that the installer (***) indicated and recomended to apply Roxul in the opening. This could fix the issue.
December 15th I proceeded to install the recommendation. I also asked if he would take the stove back and indicated yes because he felt bad that the recommended unit was not working for us.
I proceeded to wait to call and indicate that things weren't working because of the Xmas holidays.
January 5th contacted *** indicating that nothing had changed in my situation and that the unit could not heat up my house. At that point *** indicated that he would get a *** representative to come and have a look at it on the following Monday the rep would be in Sudbury.
January 8th (monday) no show. I contacted ***, he proceeded to tell me that Tuesday or Wednesday they would come by.
January 9th No show no call, I left a message asking if I should stick around the following day.
January 10th No show no call, again left a message.
January 11th left a 3rd message and indicated that I couldn't keep on waiting and that I would be in contact with *** themselves if no one was in contact with me soon.
January 15th left a message at *** head office.
January 17th got a hold of Sudbury hearth and home. Spoke with *** once I introduced myself he proceeded to indicate that my purchase was cash and carry. Hence I paid by credit and full price of the unit. He terminated the call by indicating that *** would be in contact with me that evening.
No call.
January 18th tried contacting *** at the Store *** was excessively rude and offensive. He was lying and raising his voice on the phone. I kindly asked him to speak with *** because he knew the current situation. *** proceeded to yell NO and told me that *** will not be speaking with me and to not call anymore.
At this point *** indicates that I knew that this unit was not the right one for me. And that *** is mad because I filed a complaint against them.
He calmed down once I asked him to do so.
He then proceeded to indicate that once they spoke with *** they would contact me. I asked for a time line. And he indicated within a week. I agreed. I also asked that a sit down meeting would be appreciated with*** myself. *** then agreed.
January 29th I haven't heard back from them so proceed to contact higher up.
February 12th I am really discouraged so I contact *** the installer that *** had contacted a while back. I ask him for tips to improve what is happening. He then returned my call by indicating that he couldn't help us because *** told him that we had to deal with *** directly.
Never once was it mentioned that the wrong unit was suggested and purchased until I finally spoke with you. *** had been helpful in try to rectify the issue. Asked about the type of wood we burn, insulation in my home, contacted a professionnal to ask for recomendations on 2 occasions.
The dealer has refused to meet with *** myself, has not returned my calls, *** has been extremely rude and unknowledgeable. You are the only one who has contacted me since January 18th 2018.
I will point out that I am in no way a wood burning unit expert that is why I had dealers come to my home and give their recommendations. The false accusations from ***s part are outlandish it has become very personal at this point.
You asked me to work with them, I have tried on several occasions. Even made another attempt on February 12th through a third party. At the end of the day why should this become my responsibility to make this work. It should have worked for me when purchased.