The Bright Acre

Review: I purchased a wood burning fireplace from Bright Acre. Sales assistant was great at the time of sale. I have been waiting on the installation of the unit for months. After calling the sales person and complaining several times, I finally asked for a different installer. I was told that "you really want ED to install it, he is our best installer for this unit". Well ** has put my job off for weeks. After another call to the sales person, demanding another installer, she finally was able to get ** from Fireplace Services to call me back. He gave me a quote, I agreed on the terms just to get the job done. He started the job and left it half finished for 3 weeks. He stated he was waiting for siding to come in. I called the supply house and they told me my type of siding can be delivered in 3 days. He left a pile of wood with nails sticking out and debris as well in my front yard. The scafolding is banging against my house creating damage and after letting him know, he still hasn't returned to stabalize it. He left open wiring in my house that my kids can easily touch. I want the job complete and not sure what to do at this point. This is how the Bright Acre treats Hurricane Sandy victims!Desired Settlement: I would like the Bright Acre get someone to complete the job to my satisfaction ASAP. This has been going on for months since I bought the unit and it is dangerous to my family.

Business

Response:

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RE Case #[redacted]

To begin, Mr. [redacted] did not purchase the unit which was part of our problem when first attempting to assist hiim. He may have selected it but our records reflect the buyer and the attachments will show that the fireplace was purchased by a construction company, [redacted], March 21, 2013 who were to install the fireplace. However, [redacted] did not pay for the fireplace and ceased contact with us after several calls by us. In June we did recommend ** Brites of Fireplace Services for the install;[redacted] is a National Fireplace Institute certified installer; one of 10 in the State of New Jersey. As a store, The Bright Acre does not and has never installed fireplaces - please check your records and find a complaint of 2009 wherein a different contractor messed up a job and we were initially the recipient of a complaint 4 years after the job was completed by that outside contractor.

Regardless, eventually (July 31, 2013, we contacted Mr. [redacted] regarding the outstanding payment, were told on October 8th that [redacted] was off his job and he did come in and pay for the unit balance. We do not know the circumstance for certain but suspect that the overload of Superstorm Sandy then delayed [redacted] initially (we heard also that there were also unfortunate family issues). [redacted] picked up the unit for installation on October 22, 2013. I do not know the timing of Mr. [redacted] asking for a different contractor recommendation; however, we have a very limited pool of contractors certified to install our product and would not have been able to recommend anyone else regardless of certification in June to October of this year.

The Bright Acre has attempted to assist Mr. [redacted] throughtout and ask first that everyone recognize that we do not and cannot either be involved on a daily basis of what outside people are saying or doing or aware of conditions that homes are in resultant of outside contractors.

At this time we have been told that [redacted] is currently working on Mr[redacted] job and is expected to complete Monday.