10/22/2014 My boyfriend and I bought at stove from Buy The Fire last year. We called this September to schedule and appointment to have someone come out and clean our pellet stove and chimney. We had a hard time reaching them and it took a few calls to finally set up an appointment. We finally got through to them sometime in early October and we set a date. We called yesterday to see what time they person would be here so we could plan accordingly and be here to let them in. The woman who made our appointment told us that someone would be here at 10:30am. My boyfriend took off work, so he could be here and when he got here, the guy had already came and left. My boyfriend arrived home at 10:13 am. He got a call from the guy at 10:03am saying he had waited for 10 minutes and then left. My boyfriend called him back and the man told him he had already left and couldn't do it today. My boyfriend called the business and the lady told him she would call him back as she was busy and could not reschedule and appointment for him. This is very unprofessional. I am not happy with this company at all.
This customer had a NEGATIVE experience with this business.
This customer WOULD NOT recommend the business to a friend, family member, neighbor or colleague.
by Lisa S. on 10/22/2014 | Submit a Customer Review
X

Comments

Comment from the Business Hi ***** Unfortunately we do not give an exact time when we can be a customers house but a time range. , Our business is not exact in terms of time it takes to clean or install, nor for travel time. We waited and called with no response. We had already driven 25 minutes out and asked to reschedule. I was not too busy, but explained I was in the middle of a important conference call and could I please call him back. If you would like to reschedule, I will take half off the cleaning price. by on 10/22/2014

Was this review helpful to you? YesNo
1 person found this review helpful .
11/6/2013 After spending over $3,000 with Buy the Fire we had ordered a rain cap, $300, to be installed it has been over 2 months to receive the installation. When I would call asking for when they will install that cap they would keep saying they will call us back, this went on for two weeks, before we agreed with the installation of the cap on November 6th, 2013, at 1pm on November 6th, they called stating that the cap is no longer in stock and they would need to order a new one. They then stated that they will be able to install it the week after. After calling to complain about the mistreatment they still did not show any concern for the issues and did not address the lack of customer service
This customer had a NEGATIVE experience with this business.
This customer WOULD NOT recommend the business to a friend, family member, neighbor or colleague.
by Anonymous on 11/6/2013 | Submit a Customer Review
X

Comments

Comment from the Business Mr ****** did in fact purchase a pellet insert to which we gave him a discount of 15%. It has been two weeks since we had been scheduled to install his cap. His insert currently has a cap on it, but the ordered cap will cover the entire flue. I did apologize to Mr. ****** and told him I took it personally that we could not make it to his home to install the cap. I also let him know that the cap was being installed at cost and asked him what else I could do for him. I was willing to make it up to him in any manner to make him happy. He declined and stated it was too late. I am still willing to accommodate Mr ****** in winning back his loyalty. Mr ****** is scheduled for 11/13 for his cap installation. by on 11/6/2013

Was this review helpful to you? YesNo
1 person found this review helpful and 1 person did not find this review helpful.