The Fire Place, Ltd.

Review: I purchased a new fireplace and opted to pay for delivery and installation into my new construction home. Approximatly 2 days later I called the sales representative to give him the correct dimension for the galvanized cap which goes on the chimney. The dimensions I gave were not the ones that were delivered. I also asked for a 3/8in flare for a drip edge at the bottom to prevent water from running down the chimney trim. This was not done. There were also only 2 nails installed to hold this cap on which is not adequate along with a large gap on both sides where the cap is too large and will eventually lead to bee and wasp problems. As for the fireplace itself. It wasnt installed flush and the left side of the nailing flange is only touching by 1/16th of an inch. When the doors are opened they fall off the hinges onto the floor and have to be forced closed. The interior brick has a baseball size chunk that is completely broken off from what appers to be from the unit being dropped. The fresh air intake that runs under the floor joists and to the outside is held up with romex sheeting that was picked out of the garbage by the installers. I have been calling for the last 2 weeks trying to get this resolved and the only answer I receive is "ill talk to my boss and call you right back" I never receive a call back. I paid for a proper/professional installation and what I was given was far from that.Desired Settlement: I would like the tin top to be installed correctly ( size, fasteners and pitch so it doesn't hold water on top) I would like the doors to properly open and close. I would like the brick to be replaced, I would like the fireplace box to sit flush in the opening and for the fresh air intake to be properly fastened.

Business

Response:

This message is in regards to complaint # [redacted]. We are currently still working with the customer on this issue and our expediter was out to the job site yesterday 9/8/2015. All of the customers concerns are understandable and we will correct them. We are setting a date to have our installation crew back out to the job site to address all of the concerns. We are not sure why the customer decided to turn to the Revdex.com when we are still working with him but we will make sure that all of the problems are taken care of.

Review: I had a gas insert fireplace installed on 18 November. A log is dislodged from the fireplace. I asked for repair and was told (1) take off the glass and do it yourself (2) once pressed that I shouldn't have to do it myself, then told that it will be 3 weeks (3) asked for information on coverage/cost and the response was unknown if there would be a charge.

I was queried as to whether this is new construction, a vibration, etc. It is not new construction and there have not been any earthquakes, etc.Desired Settlement: This is a six week old installation. Fixing this myself seems to increase risk of warranty issues. I expect an installation to last longer than six weeks. I would like this repaired expeditiously without cost or removed and refunded. I spent $7,558.47.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Thank you for your assistance. The Fireplace Ltd. made the repair today. I don't know if you were the impetus behind the resolution of my concerns but it certainly appears to me that you were the key to getting my fireplace fixed.