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
Hello Faye and thank you so much for your kind words and great review.We thank you for your business and we feel that you chose the best company to do this as well.Stay warm and toasty,Andy
Hello Roger,Thanks so much for taking the time to offer your amazing review.We are extremely proud of our entire team and are thrilled that you appreciated our service.Stay warm and thanks again for the great review.Andy
Gas Fireplace - replacement of fan, valve and burner
Hello,we sincerely apologize for your dissappointment.Your unit was unsafe when we performed our first scheduled service call.Additional parts were ordered and we were back at our next earliest appointment.Unfortunately another part broke and we were back on the day it arrived.We understand everything is functioning properly.All gas fireplaces should be serviced annually especially if using as a primary heat source.We hope you are satisfied with the final results.Thank you for your business,Andy.
Thanks Barbara and we appreciate that you were pleased with our work and for taking the time to offer your kind words and great review.We hope and trust you will get many years of satisfaction from you new fireplace.Thanks again,Andy
Dear Debbie and Greg,
We do sincerely apologize for any challenges or frustrations caused. I would emphasize your experience was in rather unusual circumstances and I can assure you not in any way typical.
The fireplace in questions was a heavily discounted 2014 ex display model from our demonstration trailer purchased as a "Cash and Carry" sale. This being a propane model, for which the original Natural gas conversion kit did not fit, the manufacturers had to piece together a replacement kit, hence the delay. You were never charged for this part and when our offer of compensation was not accepted, we emailed you in March asking what an acceptable offer would be but we received no response.
I understand our President contacted you personally this week which further demonstrates our commitment to customer service that has kept our customers coming back for 65 years.
Experience Going Bad to Worse!
We sincerely apologize for your dissatisfaction as this is not the usual customer experience we provide.We removed the product and returned your money.Andy Cotnam