The Fire Place & Patio

Complaint3 year old gas logs have not worked in over a year and company refuses to return repeated calls for service for logs that are still under warrantyPurchase date = May 2011Problem date = Dec. 2013Model = [redacted] FireplaceSale Rep = [redacted]Payment Amount = $2,173.32Payment Method = CheckWe have 3 yr old gas logs sold to us and installed by The Fire Place and Patio but the logs have not worked in over a year. We've contacted the dealer/installer repeatedly over the last YEAR (12+ times) requesting someone to come out and fix the problem but they refuse to call us back. One of the times, I specifically told the person who answered the phone that I needed a call back within the hour or else I was going to report the business. Nobody called. Then, we contacted the manufacturer to report The Fire Place and Patio not honoring the 5 yr warranty. The manufacturer contacted the company and then assured us that they would call me back within the week. Eventually after no return calls, the manufacturer also gave up and stopped contacting the company because they refused to return calls. That was back in March 2014. My address and phone number has not changed since I purchased the gas logs so there is no excuse for not being able to return my repeated requests for service.Desired SettlementHonor the warranty and provide service on our gas logs so that they actually work again. I'm willing to pay for a service call (even though I shouldn't have to after all of this) but just want someone to actual provide some customer service and assist me.Business Response I don't know this person, and I have never owned or worked for the company named in this complaint. I filed a complaint against this same company some time back, and perhaps the Revdex.com has gotten their records mixed up somehow.Please get your information corrected and proceed accordingly. This is an absolutely ridiculous complaint, if indeed, it was meant to filed against me.Consumer Response As already stated, The Fire Place and Patio refused to return repeated calls for service for months. How exactly were we supposed to use them for conversion to natural gas when they refused to provide any form of customer service for months? I contacted the manufacturer of our logs and they suggested I contact another local company in Cary instead since the manufacturer also appeared fed up with the lack of response and service needed. I contacted the other local company and they put us on a waiting list and also couldn't help for months since we did not purchase the original logs from them. Again, what choice did we have than to use our trusted heated and air company for the conversion who actually provides great customer service. The Fire Place and Patio left us no choice in this matter and now is blaming us for using another company.There were ZERO return phone calls from this company to us and the company owner is lying about documentation. If there is documentation, then why hasn't he shown that to me or communicated that to me at all? My phone number nor email have changed in 15 years so if he tried to reach me, I would have known. Bottom line, he's lying to cover himself on a public forum.The electrical problem he mentions has nothing to do with the problem with the logs. It is a separate problem that we will address with an electrician but the logs are also supposed to run on battery backup, which they did not. This is completely irrelevant to the problem with the logs but he's trying to use that as the excuse to cover himself. Bottom line, this business owner is not to be trusted and has provided us with one of the worst customer service experiences ever. We now have gas logs that are no longer covered under warranty and logs that I don't even trust to be safe for use in my home with my children because I don't trust that this company cares enough to have even installed them properly or safely. DO NOT HIRE THE FIRE PLACE AND PATIO FOR ANYTHING. We have never had to contact the Revdex.com about any other company before this complaint. Final Business Response A service man was dispatched to correct the mistakes made by ANOTHER company. Customer was billed, and she refused to pay for the service. I guess we were supposed to fix problems brought on by herself at no charge?

Purchased 33 DVI Gas Insert Dec 2011, now not working and dealer wont call me back.Purchased 33 DVI Gas Insert Dec 2011, invoice # [redacted]. Sales rep [redacted], total payment of $3,545.17 On Sun Feb 22, 2015 stopped working- only getting blue flame which goes out. 1st time I called got [redacted]- he said [redacted] would call me back- never did. Been calling all week with no response. I now see prev complaint of same situation. Will try to contact MFR>Desired SettlementNeed repair.Business Response Yes, there was an ice storm, and then a snow storm where the Triangle pretty much shut down. This created an extraordinarily high volume of requests for service. Not responding as fast as she would like is regrettable, but the sheer volume of phone traffic has made this difficult to say the least. Sorry to be slow, but this does not make us a bad business by any stretch of the imagination. This complaint w Revdex.com was made exactly two days after her first contact, not allowing adequate time to respond.