The Fireplace shop installed 2 fireplaces in my elderly fathers home. 14 years ago.After my father passed on I moved into the home. I decided to have the fireplaces cleaned and serviced. I called the fireplace shop to come and do the work as has been done by my father over the years.
The technician ( Dal) arrived to do the work a month later. Dal was great.He cleaned out the insert and got it working properly. As he moved on to the stand alone unit in the back. He advised me that there was a problem and would not do any maintenance on the unit. He told me " the unit was put in incorrectly by a technician who was firedby the Fireplace shop for putting units in improperly" He showed me that the 90 degree pipe in the back was not even attached to the unit properly, leaving several open gaps that were not sealed into the unit. He went down in the basement to verify the gas tag was in fact the Fireplace shop tag on the gas line. He took all the notes and told me the Fireplace shop will come and fix it for free. He told me if they did not contact me in two days to give them a call. Three days later no word so I called. Left a message no return call. I went down to the Shop the following day to speak to a manager (Dave). He was already aware of the situation and told me they were working on parts and not to worry. Before I left he gave me a date for roughly two weeks later that they would come and fix it. The following week I got a call from the owner on my cell phone asking for Dave my deceased father. (He had all the paperwork in front of him from when my father was alive obviously).He told me they would fix the issue for two thousand dollars !!! WE would split the cost. So essentially Andy the owner wanted me to pay for their improper installation. Of course I told him to forget it. He also mentioned that they might not have been the installers and that my elderly father who occupied the house alone could have changed the piping. Both the manager Dave and the Tech Dal told me the same story about the fired technician. Andy said he was a great technician. Bottom line Andy did not care, just wanted to try and get me to pay for the parts and tech to come out and fix it. Told him where to go.
You decide if they are right for you !!!
- Company Response
Hello Robert.It is unfortunate that you have decided to address this issue publicly.I have spoken at length with Dal and he recalls the conversation very differently.As a seasoned member of our team he understands that he is not in a position to offer services for free and when he returned to the store,he advised us of the situation immediately.You mention in the review that the original installation took place 14 years ago with no proof or purchase, and although our company,as well as our competitors do not offer warranties for 14 years,as a goodwill gesture we offered to cover 50% of the cost to remedy the problem,even though over the 14 years other persons,experienced or not,could have worked on the fireplace.Our intention was to help you out.I am available to speak with you in a reasonable manner to resolve this matter.Regards,Andy