Sunrooms Plus Inc.

Wood Fireplace was installed too low Customer wanted a wood mantle , wood fireplace.there are clearance requirements that MUST be met as an installer of wood burning products, National codes.ceiling and mantle height determine where the fireplace has to be placed in relationship to mantle clearance
from fireplace.we discussed this issue of to inch hearth with customer via phone ,he lives in Texas, we went over all of these issue prior to install, I have an e mail from customer that states that he wanted us to provide and bring material to fill upper area in opening that was too large, if we are to raise the fireplace it would put his mantle inches from ceiling ,was not wanted, terrible look, install day installers were in touch with customer, sent pictures before,during after install , he said looks goodif concerned ,he should have voiced it then , him or someone else could have been there ,we did what was discussed with customer prior to install.he saw the height of fireplace prior to placing stone, once stone installed,no simple solution,to redo is a larger project .customer has been told this via phone conversation on initial complaint, e mail there after, so is aware 2) the rock look not satisfactoryinstallation of the rock he choose to use, stack stone that requires no grout , so it looks rough and gaps and stone jut in and out , the edges from being cut are exposed and appear to be lighter,an easy fix, other areas of concern would be met.Solution: told the customer we would come up anytime that would work for him he could tell us what needs changed we did not hear back from him,still waiting to hear, will fix the rock at any time.Solution: hearth height ,he was aware of the change,approved it, saw it after install before rock placed, so we feel if he wants it redone he must pay for job completed and redo / he changed his mind after the fact, we will work with him to satisfy his wants ,his responsibility,he must be present to approve

We were well aware of height of wall, we are required by state and federal laws to follow code and with wood it is very important.Via phone we discussed height of fp, mantle extensively with 8"wall, codes and looks of mantle to ceiling height,consumer had all this information on installation requirement in fireplace brochure he had, we came to an agreement because he wanted our expert opinion as to what would look the best,so agreed by both parties on new height, he wanted us to bring material to fill in opening, we did ,the contractor had already built the opening higher then needed, after via e mail telling consumer that we were going to pour a pad ,so WE redid area, plus the contractors were never told by consumer to not finish other area where piping was going which cost us labor due to difficult install .Installers texted pic of JUST SET FIREPLACE height to consumer (see 1st complaint pic), but voiced no concern or redo, it could have EASILY been raise at that time. stone started next day. We offered to redo the height at his expense, anytime. As for the stone job,he saw our display, a stack stone , no mortar,  r ledges, gaps and nothing flush.stone with small differences from factory only able to be filled by using grout if wanted, consumer chose used mantle so slight bow, needed grout to fill that area  we work with a  stone layer with 35+ years experience , we offered numerous times to come and look at it but consumer has never given us a day or time, consumer must be present.We will gladly redo height at consumer request and expense,consumer present.

I am rejecting this response because:
Sun rooms plus was aware that there was an 8 foot floor to ceiling height in the house from the blueprints and from conversations we had. It was an additional cost from me from the building contractor to raise the header that would have lifted the fire place 7 to 8 more inches. The only reason the header was lifted was to not installing the fire place to low. The mantle had room to move up the 7 to 8 inches.as far as the gaps and alignment of the Stone goes, the poor quality of installation was not evident when the pattern was picked out at the show room of sun rooms plus and covering up with dark grout is just that. Covering up poor quality in installation. Sun rooms plus charged me a premium price. I expected a premium job and that was discussed before the work was preformed.