We purchased a **** & *** gas fireplace/furnace when we built our home in 2008. From day one there was an issue with the product starting with the wall remote/switch. It was a recall and was replaced three times. The third time it "appeared" to work. The first season, ******** 2008/2009 we tried using the stove, it would start up and shut off. When we call Fireside for service we were told, literally by the owner, tough luck too bad, but service was booked until April, so we had no use of the stove the first year and waited for service. They came out in April and the service tech made several adjustments, told us we were all set and off he went, total time was 30/35 min. We had no use for the stove over the spring and summer and didn't use it again until 2009/2010. First time we turned on the stove, same thing happened. They came again, did the same thing, said something wasn't put back together properly at last service which is why it shut off, and they left. We used the stove about 2 times, same issues again. The smaller burner would work and the upper burner would click off. The lights only worked on one side so it looked bad when the light was on. Once again we called and this time we spoke to the owner, ****, who was extremely hostile and angry with us. He didn't want to come out and service us again and he used profanities and screamed at me, for no apparent reason other than his product was defective and he didn't want to hear it. No use in 2011/2012 but we spoke to the owner at the **** ******** Show and he apologized for his poor behavior and asked for a chance to make things right. Fast forward to 2013/2014 finally called to resolve issues, they came, announced that our wall switch is defective, nothing they can do about it, off is on and on really means off which is why the stove goes off and on? Then they handed me a bill for **** for service. I called the owner whereby the screaming at me started again. We don't feel we owe this company a cent.
Product_Or_Service: Heat & Glo
We want Fireside to remove their defective stove and switch, repair whatever damages they cause as a result and refund our money. We will not seek further damages for loss of use and verbal abuse. We would be willing to deal direct with the factory to find another local company to do business with that can replace the defective fireplace, but not. Fireside Design.
Contact Name and Title: **** C ******** Sr CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@fireside-designs.com
This person came to Fireside Designs on ******* and made a purchase of a Heat-N-Glo propane gas direct vent fireplace serial# XXXXXXXXXX for their new home which was under construction. It included delivery, installation on ******* and all necessary venting for a total amount of ********* We extended a ******* trade courtesy discount.
The warranty from the manufacturer is as follows: 1 year labor and 2 years on electrical and glass.
A service was performed on ******* at no charge and a fireplace finish (firing the unit up and instruct the customer on its operation) was conducted on ********
Another unrelated service was performed on ******* to replace a problematic solenoid at no charge under warranty.
Over 5 years later this person called Fireside Designs on ******* for an appointment to service the fireplace in mention. The customer service mgr. indicated the service was going to be ******* and the service date was to be on ******** between ******* which was agreed by this person.
The Fireside Designs technician arrived at the designated time and place to perform the service as requested by the customer: cleaned burner cleaned blocked orifice, installed light and general maintenance.
Although the technician was not completely finished with the service this person declared to him she was not paying for the service.
Fireside designs cannot be held responsible for a fireplace which is over 6 years old and have not heard from the customer concerning any issues in over 5 years.
This complaint is not about a defective fireplace but to cast an adverse shadow on Fireside Designs in order to justify the refusal to pay for a service call we accepted in good faith, performed quality work in good faith only to have this person refuse to pay for the service. The customer was very satisfied with the service and the fireplace was operating as it was designed to according to our technician when he left the premises.
This is a form of underhanded bullying and harassment which is beyond unconscionable.
**** ** ******** *** Fireside Designs.
We did purchase in 2007 but had no use if the fireplace until 2008 as it was defective, as stated by your authorized technician. We lost the entire first year in our new home because you refused us service, your technicians were all too busy to come out. I feel this was your intention and you knew this stove to be defective. Bottom line is until I saw you in at the home show, you ignored us and our complaints. Publicly, you had to acknowledge us. I have my answering machine, from 2013, your mgr acknowledging the issue and asking to resolve it. Your authorized technician tells us after 6 yrs, we bought a defective stove and there's nothing we can do about it and this is what we call good customer service? There has to be a better way to do business
What is unconscionable is the fact that you think a consumer would orchestrate an issue with a stove that costs as much as this and continually call you for help. Harassment? The language you used on the telephone to me was disgusting. No one has ever spoken to me in such a manner, ever. The service you feel was made, vacuuming, cleaning the window and putting everything back together, did nothing. The stove still is not working. All we ever wanted was a stove that worked. When we turned it on it would simply come on and work until we turned it off. But according to this most recent service technician, this wall switch has been defective since day one and Fireside has always known that. THAT IS WHATS UNCONSCIONABLE. TO NOT DISCLOSE THAT TO US FROM THE MOMENT YOU KNEW!
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Your service technician cane to my house and performed a service that DID NOT FIX the issues. He made it clear that the stove is not fixable because the wall switch is defective, has been from the day we purchased it, and there was nothing we can do about it!! Furthermore the reason for the service call wax to complete the service made to the stove two years prior where a different one of your technicians finished the installation of the light kit which fireside neglected to install from day I've some small pieces of coals as well. I still have a voicemail on our answ machine from Jay stating how he wants to come complete the service and acknowledging my visit to your booth at the home show. Don't pretend to hide behind my trying to cast an adverse shadow on your business, your poor customer service and arguing here proves how you conduct yourself with a customer complaint. Your a bully to me, a paying customer, you sold me a defective stove, you've refused service to me the first year we owned it and I lost use of the stove and its been the same issues each year. I don't like doing business with men who think they can bully , swear at and intimidate women. I want to know what you're going to do about this defective stove and wall switch. And why would you offer another service call, free? The service call did not fix anything. The fireplace does everything it did after the service or rather vacuuming, which you call service. It still won't shut off from the wall switch, defective wall switch at that, from your techs mouth. We are stuck with it. Fireside Designs doesn't stand behind their products and knowingly serviced a defective stove hoping I would go away. Your service tech had more integrity by telling us the truth. There is no one do in that Mr. *********
Final Business Response
The fireplace included a two year parts and labor warranty, this person had the opportunity for two years to bring any issues concerning the fireplace to Fireside Designs to address and if we did not meet her expatiations she could have pursued the matter with the manufacture which she elected not to because there was no issues. However we did perform a no charge service during the warranty period.
Fireside designs cannot be held responsible for a product that is beyond the warranty period and over seven years old. We did not manufacture the product however we are responsible for implementing the warranty which we did during the warranty period. Anything beyond that period we assess a customary service fee plus the cost of parts if needed. We are no different than any other company when it comes to charging a service fee after the warranty period.
Some of this person issues concerning the fireplace materialized after the warranty period was over and feels Fireside Designs is still responsible.
This rhetoric from Mrs. ****** has surfaced only now because of a service call fee which she elected not to pay even thought she was aware of the service fee when the appointment was made. If this issue was about a defective fireplace it would have surfaced years ago as she claims but we didn't hear from her in over 5 years.
If she had issues pertaining to her fireplace she could have called me and discussed her issues in a civil manner and possibly we could have worked out an amicable solution but she chose to make a service appointment with the intent not to pay. That is the matter at hand!
Let me reiterate again this complaint is not about a defective fireplace but to cast an adverse shadow on Fireside Designs in order to justify the refusal to pay for a service call we accepted in good faith, performed quality work in good faith only to have Mrs. ****** refuse to pay for the service. The customer was very satisfied with the service and the fireplace was operating as it was designed to according to our technician when he left the premises.
This is a form of underhanded bullying and harassment which is beyond unconscionable.
This is my final comment concerning this issue.
**** ******** *** *** Fireside Designs.