TOTAL DISASTER!! Seriously, go with anybody but this company.
To make a really, really long story short, we bought a fireplace from them and had awful installers (every repairman who has come to fix it has said, "Man, what were they thinking?") and then, within less than a year, the fireplace started shutting off randomly and wouldn't come back on.
They sent repairman after repairman to try to figure out but they couldn't, and the problem got worse -- to the point where the fireplace wouldn't come on at all. (Did I mention it's the main heat source for our apartment?) But instead of replacing the faulty unit, they kept on ordering parts and trying different things, none of which worked; at one point we had to wait A FULL YEAR for a part and spent thousands in heating bills because we had to use a portable electric heater. We didn't have proper heat for several years. It took them so long that the manufacturer went out of business.
But instead of making good and replacing the unit, they eventually said, "It's out of warranty now, too bad so sad" and walked away. (And even had the audacity to say they would give us $500 toward a replacement if we bought a fireplace from them, which would cost many thousands incl installation.) So basically they just waited out the warranty and left.
Terrible products, even worse customer service, seriously run away.
- Company Response
First of all, we would like to apologize for this unfortunate experience with one of the products that we used to carry.
This should be definitely be taken up with the manufacturer. We did everything on our end to fix the fireplace. We have email threads with the manufacturer with advice, and parts and options on where to go from here - with a discontinued unit. Every year the fireplace would work for a certain amount of time and there was a two year gap where we received no complaints on the fireplace. It gave us the impression the issue was fixed and then another year would pass.
All the years we came out to fix the fireplace, despite it being out of warranty - you were never charged for a single service.
The warranty for labour expires 1 year after installation and we honor part warranty given by the manufacturer. This would mean we did not wait out the warranty period. We went beyond the warranty period and provided no charge service at our cost for years. In fact, when our technician came to site last and looked at the fireplace it was operational. If the fireplace is working while we are on site, there is no way to diagnose why the fireplace is not working.
When we reached out to the manufacturer, they said there was nothing they could do but issue a credit for the unit. If you would like to provide the email threads to the manufacturer as well as our email threads with you. We would recommend taking this directly to Majestic.
There is no warranty from us and from the manufacturer because you mentioned it is several years old.
We did our best to replace parts because it would have been an extreme ordeal to open up the walls and replace the fireplace. It would be an almost full renovation; which you expressed you did not want.
We no long carry any product from this manufacturer because of issues we have faced and have done our best to help our customer come to a resolution.
This is not a win, win situation. We offered the only resolution we could give to the age of the unit.
Please consider contacting the manufacturer. At this point they are the only ones that can provide any compensation for the removal of this unit and a replacement