laura in Oakville

Hired them to fix a specific problem, blackening, smoked up glass. Charles did not thoroughly take the fireplace apart, did not discover the problem and did not fix it. I called back and Terry said he "thought it was a distorted burner", although he had not been here, and the burners had not been looked at. He suggested I might be able to replace a burner with an old one if one could be found. I hired another company, who fully dismantled the fireplace, discovered a worn seal and air leak around the gas pipe, repaired it, repositioned a log, and problem solved. Charles admitted to me on the phone that he had not been thorough enough, and I believe Terry owes me a refund, as they didn't do the job they were hired for. He has tried to say that they were there for a routine service, but that is not true. I hired them to fix a specific problem. The serviceman from the other company took it upon himself to call T.J.'s and say what he had done to fix the problem. I have not heard from Terry since Jan 19, and I gave him plenty of opportunity to provide a refund to me. His communication with me has also been unsatisfactory, as he is very slow to respond, and has taken no initiative to rectify this situation.