The Woodstove & Fireplace Shop

purchased [redacted] fireplace in Nov 2012. Defective, replaced in Apl 2014. Does not work properly and no response from vendor after repeated attemptsPurchased [redacted] fireplace from local dealer, [redacted] in November 2012. Fireplace worked properly until went to use in October 2013. [redacted] representative kept telling local stove shop to replace various parts on the fireplace including the control panel (twice), and draft control plate. This took place through October 2013 and March 2014. Finally [redacted] agreed to replace defective fireplace. It was replaced in March 2014 but the replacement fireplace does not work properly. It is either on or off at low flame, you can not modulate the flame at all. I have been told by the local Stove Shop that it is my problem, they are tired of dealing with [redacted] and their poor service. [redacted] tells me another part needs to be replaced and that they sent it to [redacted] and they will contact me when they get it to install it but I have waiting since March of 2014 for this call. I paid $5000 to purchase and install this fireplace and have only had one season's use of it since November of 2012. I have an extensive log of all the repair visits and communications which is too long to write here but can be faxed or emailed to anyone interested. A gentleman by the name of [redacted] at [redacted] has a copy of my log, as I started sending to him in April when I realized I was being ignored by both companies. This is the worst customer service I have ever experienced by both companies, they blame each other and no one fixes the problem. [redacted] representative told me the problem was mine with my house, which is ridiculous. The fireplace currently is working on an on or off mode, with a low flame. It should modulate the flame to 4 different heights. Stove shop representative did not even test this when they installed.Desired SettlementI would like to be compensated for the loss of use for the entire winter of 2014 and to have the fireplace fixed or again replaced (possibly with another model other than [redacted] product)with no expense to me.Business Response we are actively working this case with [redacted]. We never intentionally ignored the customer. We were disputing the effectiveness of changing the part [redacted] had suggested we change based on our observations and research. We were hesitant about going out to the customers house again and performing work that did not correct the situation again. This discussion with [redacted] resulted in a change of plans where we did not install the part but rather came up with a better plan. We spoke to the customer about that plan and gave her the option of selecting another model fireplace, not limited to [redacted] products OR to have us test another [redacted] unit at the factory to insure it was not defective and swap that for her current unit. The customer went with the second option and we should have that fireplace here the third week of Juen and will install it free of charge as we did with the second unit. Earlier in the year I worked out a plan to compensate the customer for her lost time. The total value of that plan is approximately $1,000. The end result will be a new fireplace with no charge to the customer and three free annual cleanings. I completely understand the customers frustration. I feel we've tried our best to make her whole in this situation and work with her to fairly compensate her for her lost time and frustration. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I can not agree to this response as an end of the issue because the fireplace is going to be replaced for the second time and I do not have a schedule date. However, I do feel that the [redacted] is trying to do all they can to remedy the situation. It has been as frustrating to them as has to me. I just feel they could have communicated better and more quickly so that I was not without knowing what the problems were or how they would be fixed. It seems that the issue is with the manufacturer of the fireplace and they as the retailer are dealing with a difficult product which they continue to sell. I did not intend to give [redacted] another opportunity, I wanted a different product. However, I like the aesthetic value of the [redacted] and would really like to get it working so agreed reluctantly to try one more time since the [redacted] is also willing to go this route. I am awaiting scheduling to have it replaced for the second time.Final Business Response I agree with the customer. I did not intend to mark this issue as resolved as we have yet to replace the fireplace. We just received in the replacement fireplace and contacted the customer today to arrange the replacement work. Once this is completed and the customer is satisfied that the fireplace is working as it should we will make it as resolved