The Fireplace & Patioplace

Review: I have a gas fireplace that was purchased at this business (I have copy of original receipt). It is in need of repair. I visited the service office on March 11th and spoke with the service manager, John S[redacted], who said he wanted one of his techs to look at the receipt containing part numbers to determine what's necessary and would get back to me in a couple of days. After no contact, I called on March 15th and left him a voicemail message to follow-up. After no contact again, I called on March 22nd and spoke to someone who answered the phone. I briefly explained the above and was told a message would be left for him. After no contact again, I mailed a letter on April 5th asking if he was still willing to resolve the problem. I have yet to receive a response.Desired Settlement: I would hope for a quick contact by the service department to set up an appointment for a repair visit.

Business

Response:

TO: Revdex.com DATE: 5/2/16 RE: Letter from [redacted] - ID [redacted] We have contacted Mr. [redacted] and have ordered parts for him. His fireplace is 15 years old. If he would like to have another company service his fireplace I do understand. We can cancel the parts. He can let us know.

Business

Response:

This fireplace is an older model and most parts do not ship out right away. His part is on order and due to ship any day. Once it is in we will call to schedule a service call to install.

Consumer

Response:

A Fireplace and Patioplace tech came today (may 25) as scheduled by prior phone call and replaced the defective parts as previously agreed for the price agreed on. The tech was very efficient, knowledgeable and provided helpful information as well as good service and courtesy. His performance was much appreciated.

Regards,

Review: On Nov 5, 2015, we went to Magnotti $ sons Inc. to purchase a hearth and stone for a fireplace. We say a sandstone hearth on display that looked very nice. We made the purchase from Greg and he said the material would be ready for pickup within 10 days. I called on Nov 17 to inquire and learned it would not be ready until Nov 23 (18 days later). I picked it up on the morning of Nov. 24 and immediately told them that I was not pleased with the quality. It had two large rust marks on two of the pieces. I was told I had to take them; no returns. At home my wife was very upset an she spoke to Greg on Nov. 25. Arrangements were made to meet on the morning of Nov. 27. When we arrived, we were told that he would be gone for over an hour. We expressed our displeasure. The owner came out to talk but was one of the most ignorant and condescending people in sales I ever encountered. At one point, I even asked him "to stop being such an [redacted] We told them that our piece was not at all similar to what was on display which had not rust spots (very deceiving). At the time of purchase we were not told that rust marks coupd be present. Other pieces in the yard did not display these characteristics. I asked if we had gotten what no one else wanted. We were never shown the piece that we would get. We left without any resolution.

Also, one of the boles of stone was completely broken and unusable at a cost of$95.98.

This statement on the Revdex.com site should be removed based upon the above: “Revdex.com has determined that The Fireplace & Patioplace meets Revdex.com accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints.”Desired Settlement: Since I had to have the fireplace completed before Christmas and they already caused me to be 1.5 weeks late, I had to have it installed. They could have easily replaced the piece within a few days, but would not discuss any resolution. We would like a biling adjustment for the hearth and refund of the broken box of stone.

Business

Response:

TO: Revdex.comDATE: 12/15/15RE: Complaint ID 10983890This product was not purchased at The Fireplace & Patioplace. It was purchased at Magnotti & Son, which is a related company of The Fireplace & Patioplace, I contacted them and this is their response:The customer came in to pick up a 3 piece hearth cut out of sandstone. He said he wasn't pleased with the "mst” markings. It was explained to him that it is common in tire material. They are iron ore deposits that are in that type of sandstone. He was also shown the display, which also has the markings in it. He did a lot of swearing and said his wife would not like it. He then returned to the store a few days later with his wife. Was explained to them again that it is a natural material and no 2 pieces are the same. Was shown to them that the display has similar markings. His wife then stated that she has had many years of working in the granite business and that she knows that there are variations in material, but she thought these were more than normal. I disagreed and again pointed out that the display has them. After more swearing by the customer they left.Please let me know if you have any questions. Thank you.

Review: We built a new home in 2000 and this company installed 2 gas fireplaces. One works but the other one has never worked properly. We had their service people out right away from the first time we used it. We even had the [redacted] manufacturers rep here and they couldn't fix it and weren't sure of what the problem was Over the years we've paid for various service people come out who think they've fixed it but within a couple of days the pilot goes out again. We had someone out again ([redacted]) in february 2014. He said that basically this fireplace wasn't installed properly which is why it's never worked. He was going to see if perhaps a pilot booster would work and would let us know. He never called back We finally emailed the owner ([redacted])who didn't respond to us but turned it over to the service manager [redacted] wasn't aware of [redacted] looking into any options for us. He didn't think the pilot booster would work. He said he would look into options. He never called back. I have since called twice and left voicemails for [redacted] and he hasn't returned my calls.Desired Settlement: They need to correct the installation. We made them aware of the problem from the get go. We've paid continuously over the years for service calls that never fixed the problem

Business

Response:

I am in receipt of your letter from Mrs. [redacted]. This fireplace is 14 years old so I have very little information regarding it My computer shows us going out in 2001,2010 and 2014. We will give her a call to schedule an estimator to go out and check over the installation to see what work she will need.