False practice! False representation of product sold! False practice of saying a 'licensed plumber' would be used and was not.
I purchased an Empire Vent Free Log Set on September 29, 2012. I was told I would receive vent free logs installed by a 'license plumber' in my fireplace which would help to heat my home. I chose Housewarmings so I had a company who could help to service the logs should an issue ever arise. This company charges much more than places like Lowe's, however, they led me to believe I would have outstanding customer service purchasing from them. Needless to say, that is false!
At the original installation, the very young installer they sent, cut a hole in my flu/vent so it would stay open. He told me this after he completed the installation. I have still yet to understand why this was necessary.
Since this installation, I have not had any improvement in the heating of my home and the logs have not worked for some time. This set of logs replaced a previous set that came with the home when we purchased it.
I called back and asked to speak with ****** ****** and she never returned any of my calls. Then I got sick and was unable to deal with this problem. Now that I am able to, I called again and they said they would send a licensed plumber to look at the fireplace. A few days later, who arrived-the same person who installed the wrong size logs and cut the hole in my vent!!! When I asked him if he was a licensed plumber, he smiled at me and said, "I am certified to look at your fireplace." Then I said, "certified is not the same as a licensed plumber", he stopped talking and never spoke during the rest of his time there. All he did was replace the batteries in the fireplace. When I questioned him about the logs, he said they were too big for my fireplace. Why then did he install them in the first place???
After this service call, I called Housewarmings again and explained for the third time
1. I still do not have ventless logs that fit my fireplace OR heat my house.
2. They did not send a licensed plumber.
3. I told her I just wanted this fixed. I did not ask for my money back, I wanted it fixed.
This call I spoke with ****** and she yelled at me over the phone and said, well then what do you want? I told her the above. She said she would call me back and hung up on me. I waited two weeks and have yet to hear back, so I called the BBB and you suggested I file this report.
I would really appreciate your help getting this problem solved. Now that winter is here, I was really counting on these logs to help with my heat. Thank you for your assistance.
Sales Order ID: XXXXX
Customer ID: XXXXX
Employee ID: *******
I would like the following to be resolved please:
1. The correct size logs in my fireplace
2. The correct size of logs that will heat my house.
3. The ability to have access to a licensed plumber who can service these logs on an annual basis.
4. I do not expect to pay to have this taken care of. I would like a refund if the correct size logs cost less than the set of incorrect logs I have purchased.
Housewarmings regrets the misunderstanding this customer has with our business. We have never represented our installers as licensed plumbers. They have passed certification thru the National Fireplace Institute and are certified to install gas logs. This was told to the customer at the time of the sale.
When our installer arrived at the customers home, he did an inspection of the fireplace and found a product tag stating that the fireplace was not rated for vent-free logs. This was explained to the customer. The decision was made to proceed with the log installation. To meet code, our installer had to put a clip on the damper to keep the damper open. There was no hole cut but this would be what the homeowner is referring to. Again, the reason for this is that the firebox was not rated for vent-free logs and this clip was required as a safety for the homeowner.
When the homeowner called back with a service request and mentioned that the previous installer was not a license plumber, she was told that yes, our installers and service techs are not licensed plumbers but are certified to service and install logs. We did send a service tech back out to check that the log set was operating properly.
Unfortunately, we cannot remove the clip on her damper and allow the logs to operate as vent-free. With a firebox not rated for this style of logs, it could create a danger to the homeowner.
What we would offer as a resolution to this consumer is that we would be willing to remove the log set we installed and refund the consumer her money.