In making our decision to purchase a new woodstove for our cottage we shopped around and aquired 3 quotes. Seeing that they were all in the same ball park range, we decided to shop local and have The Fireside Shop do the work. I am a licenced carpenter and have been doing some renovations to my cottage and co-ordinated the work with Ross. There were a few questions about who was to remove the old woodstove so I could prepare the new base for the stove and we worked out a deal with him. I removed most of the old stove and piping to alow me to do the work on the floor and left the section going through the roof. The installers came on the day we set up, a little late than I thought they would be there, but finished the installation of the new stove, with a little assistance from myself.
I left the roof work to them as I assumed that they have put in many of these units and would install it properly for me. There was an issue with some of the cast parts on the woodstove and the caller made a few calls and told me I could get a replacement part that shoud correct the problem. The next day I left the cottage for a week. On my return I discovered that the roof had been leaking onto my new woodstove. A called the shop and left a message, no return call, I called again and spoke to Ross who arranged to have the installer return. On their return they looked at where it was leaking and commented that the roof must be leaking further up the roof. He did recaulk a few areas including around the screws that they put into the roof to hold the stablizer straps for the chimney which have been put under the corner of the 3 tab shingle were water will flow around. He mentioned that the only way to check to see if it will still leak while he was there was to get a hose up to the roof and check from below in the attic, but did not seem to want to do this before leaving, then he left.
That night it rained and while I was cleaning up my work area below I found more water on my stove. I went into my attic and found where the water was comming from. Through the shingles around the installed flashing for the woodstove. I called and left a message then for Ross to call me asap. Then went into the attic and place a bucket to catch the water under the leak. The next day I did not hear from Ross. I called His parent company and discussed my problem with Sue. She was a big help in getting information, but unfortunately she did not have an installer who could come out to fix the leak. She learned that I could do the repairs and offered to compensate me for my work if I could do it. I agreed and spent the next few hours repairing the leak. The hose test did reveal that the installation created a dam effect at the flashing that caused the water to travel sideways under the shingles that were cut too tightly around the flashing. Once complete the repair has been working fine.
Now for the lack of customer service. I was to hear from Sue in two days after the event, to let me know what compensation I was to get. No calls, no e-mails at home as well. Many calls to the shop went unanswered and when I finally spoke to Sue she commented that she had been swampped with work and appologized for the lack of contact, and again promissed to get back to me in a few days.
After several days with no contact, I started calling again and leaving messages for both Sue and Ross. No response from either one.
After thinking that they may have closed up, I finally contacted Ross, who was very rude after I told him how I was feeling over this issue. He asked if I took a breath buring my two min. explanation as to why I was upset, and that he had stopped listening to me after the first 30 seconds. Then he hung up.
This is why I am writing this review. I feel that Ross at The Fireside Shop provides no customer service after his sales. Sue in the parent company has done well in explaing her possition, but a phone call when promissed would have been nice.
So much for buying local to help with getting problems resolved.