a minute ago
We had a fireplace installed by this company that involved a below grade installation.
They told us we needed a snorkel and their installers provided us with directions on how to prep the outside of our home for the snorkel. given they were the experts we followed their instructions in all matters including in how the well for the snorkel was completed. Two months later our previously never water in it basement flooded. We asked they they replace the fireplace free of charge and they refused because they don't do wells. This was despite the fact that the person they sent to my house gave us the instructions on what to have done. These turned out to be the wrong instructions which causeD the fireplace to fill with water during rain and flood out the basement.
Customer service is how you fix a mistake and not that mistakes happen and this company is just not willing to accept that their employees gave bad advice and it led to bad consequences for us