The first time i had my fireplace fan blower replaced by Jeff. Great, friendly and knowledgeable service and was fairly price at the time (2015). After a little over a year of service, my fireplace fan blower was dead again, and this was a brand new fan. A bit disappointed that a brand new fan died that fast.
Anyhow, I called Jeff again to have him replace the fan for the second time, costed about $484.77 total. At the end of the repair, I wanted to test it out to make sure everything was working fine before he left. The fan blower did not work, so he continue to troubleshoot and remember he may have not properly connected the wiring from the fan to the control switch. Surely enough that was the case, but instead of properly disassembling the fireplace to connect the wire, he took a short-cut to try and reconnect the wire using a flat head screw driver. Don't know if he short circuit or burn the wire, but I saw spark flying out from the control switch, but the fan worked again. So I didn't care much for the spark.
After the service was done. I had not turn the fireplace on till about 6 weeks later, when the weather was getting cold. To my surprise the fan blower did not work again. So I call Jeff to have him come out and look at it, as it seem the service he done last time did not really fix the issue.
When he show up to troubleshoot the issue and guess what? My the fan control switch is dead (which I think was caused by the spark the last time he came to fix it). Not only did I have to pay for a new control switch ($75.21), but a new services fee, plus labor ($165). Costed me another $271.44 total just to fix was originally a dead fan blower.
I feel very cheesed this time around for the service; had Jeff waived the service fee and charged me for the part and labor, it would of make sense to me as this is definitely a part of the first service call which did not fully corrected the fan blower problem.
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EDIT: This is a follow-up to my review above, Jeff had contact me in regards to issue. As I have mention above that the additional service fee was what really lefted a sour taste in my mouth, but after talking to Jeff and having explaining to him how I felt with the whole ordeal. He was very understanding and took the initiative to offered a full refund on the service fee plus tax, which is amazing. You don't see that kind of customer satisfaction everyday. I believe in fair charge for the service and Jeff fully understand that, couldn't have asked for more.
One thing I did not mention on my post above was that, when I contacted Jeff the second time around in regard the fan blower not functioning, he made the effort to come out asap to have it repair, he even showed up earlier than our schedule time, and did not leave me hanging like most repair contractor do to their clientele. Before he start troubleshooting the fan blower for the second time, he did also offered me a discount on the service fee from $125 to $75. (I honestly though it was $85, or I may have misheard him)
Bottom line is that TrueFlame (Jeff) did reached out to me to ensure that the service I received was top quality. It really goes to show that customer satisfaction is one of their top priority, kudos to that. TrueFlame definately has made me reconsider doing business with them again and would not hesitate to recommend them to other who are in need of a fireplace repair service.
- Approximate cost of services:
- $755.98
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hey Cuong
Sorry you are not pleased this time around! You sure didnt show me any signs that you were.
I just wanted to add that I did have to replace your blower after about a year but thats because we found one of the kids little hair beeds stuck in the fan that I showed you. :)The spark indeed was suprising as the controls in the fireplace can be very tight as you can imagine so when I put the wires back in, one of the wires arched off the casing of the tiny little metal box it has to fit in, but I fixed that then and there just like you said.
Today I returned for a new problem after 6 weeks, I ve got a 30day warranty call for any parts & general service as stated on my website and invoices but did find an issue with the fan switch this time, not the blower which was fine. New problem isnt warranted but i did continue to give you a discounted service call charge out as you were aware.Also reminded you that you are using a fireplace as a main source of heat in your basement apartment, which can cause things to fail faster ( like the blower) so keep it on a lower setting if possible. :)
You can call me again next time and I will wave the service call and come out for free! Just to get back on your good side! Thanks!