ComplaintsforBC Fireplace Service Inc.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  September 29, 2023 I had a technician come in for a service call to fix my Electric fireplace. He told me its 14 years old and I need to buy a new one. Electric Fireplaces last 10 years he told me. He didn't do any work to it, didn't even try to take anything apart to look closer. Three weeks prior I booked the apt and told the service desk girl how old it was, and what company made it. It would have been nice to be told on the phone that Electric fireplaces only last 10 years. I would not have wasted the 189$ for no reason. I reached out to them after I had paid for the call to see if they could adjust the price for me because I felt it was unfair. One of the things they said to me is, they have to make every call count.Thats not what you want to hear from a business.

  

  Business response

  03/10/2023

  Thank you for taking the time to let us know about your concern. However, as explained when you booked the call with the office, and when the technician was there,and afterwards when you complained to the service department, the service call is payable for ************** to come out- for up to 30 minutes on site.
  We do not hide our rates, and they are posted on our website. We have nothing to gain by hiding our rates, and are transparent in every way we can be.  
  
  Our service calls are booked whereby a qualified, experienced technician comes to your home and works on your equipment, and we charge for that. We dont know of any companies that would do this for free. The office staff book calls and they do not diagnose on the phone, they are not technicians.
  Our company look at all makes and models of fireplace. Your fireplace was not installed by us; it was installed by another company 15 years ago. Without any history on the unit,we can only diagnose by coming to your home and doing a proper service call.
  
  Our tech was there for 52 minutes, but did not charge you for anything more than the basic 30 minutes. He did have to test the unit, remove panels to check parts and get the make/model and serial in order to research parts. He also checked your breaker box. To say he did nothing is inaccurate. Our office staff then researched your model and determined that the parts are obsolete, and that we cannot quote you a repair option.
  The technician took some measurements and talked to one of our salespeople on the phone while he was there to give you some ideas about replacement should you wish to explore that.
  
  We are sorry that you did not value the technicians time or our service. 

  Customer response

  04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The technician did not do any work on my electric fireplace, did not take anything apart or even try to fix anything. He was there for a while cause he was talking to me about my job the film industry and my condo. A lot of time not talking about my electric fireplace. I thought it was a bit weird but I understand now he was stalling to make it seem like he was there longer. Its a trick like not telling me on the phone when I called to ask about fixing my electric fireplace that electric fireplaces only last 10 years and parts are almost impossible to get for old electric fireplaces. I would not have asked for a technician to come out if I knew he would not try or be able to fix it. I am not asking for anything for free but 189$ is to much money to have nothing done. Half that price would be more fair for this situation or simply to have been told ahead of time that Electric fireplaces usually only last about 10 years then they often need to be replaced. 
  Sincerely,
  
  *****************************

  

  Business response

  04/10/2023

  Electric fireplaces can have a lifespan of ***** years, depending on useage, upkeep and maintenance. We explain our charges up front at point of booking. If you didnt want to pay for diagnosis, then its as your option not to book. If it had been a fireplace we could repair we would have quoted that- unfortunately that was not an option. If it had been a simple fix we would have done that while we were on site. 
  We stand by our technicians experience and diagnosis of the fireplace, and the amount we charge to do that. Whether it is within 5 minutes or 30 minutes, the charge is the same. We do not charge for chit chat, but we do charge for service. 

• Initial Complaint

  27/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 20, 2022 we had 2 men from BC Fireplace install a new fireplace in our home. The younger man grabbed the brass trim from the edge of the fireplace and tore it off causing damage to the board bead and the gyp rock, cracking the wall side of the fireplace down to the base board which was also damaged. This needs to be repaired and repainted before we can have it tiled. The older man eased the brass trim from the other side with no damage at all. When he got up from the floor he held onto the mantel and loosened it from the wall. It needs to be screwed back in place. When I spoke with BC Fireplace they said they could not be responsible for any damages. It will probably cost $800. to $1000. to have this damage repaired on top of the cost of the fireplace which cost $5412.75. Plus the cost of tiling from another company, which cannot be even started until this situation is resolved. *** * ******** ******

  

  Business response

  28/10/2022

  *** *** *********
  
  We are sorry that you felt the need to have reach out through the BBB, as we were trying to resolve this for you, and had been waiting for a response to our email of October 19th. However, the good thing about the BBB, is that it can assist both sides come to a resolution. It is our intent to have happy satisfied customers that enjoy their fireplace for years to come, so we look forward to a resolution to this complaint
  
  As previously  relayed, when we are removing an old fireplace from its cavity, we cannot guarantee perfection. The drywall is old and baked form the inside- as is everything in contact with the fireplace. We never know what to expect, and do our best to mitigate any damage. The corner bead on the left side was loosened in the process of your demo, and as explained, this is out of our control. We do rough drywall on the front of the fireplace, so that you may hire a contractor to do new tile or finishing. We do not do any finishing, as you are aware. One of our first suggestions was to carry the new tile on the front around the sides to cover the imperfection in the seam of the cornerbead. In another email we suggested doing a corner bead edge and provided a photo example. These are two options that would not cost much and finish the fireplace.
  
  It is our understanding from this complaint that  you prefer to have the drywall finished to restore it to original. If you can provide two written quotes to repair the drywall, we would certainly be open to coming to a compromise and assisting you to resolve the fireplace finishing issue.

• Initial Complaint

  16/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 2 2022 I had new fireplace remote control installed, for $ 325.00. When I asked about that high price the answer was” ********** **** ** * **** **** ** *** * ******* * I also asked to reprogram old one - the answer was no . 6 weeks after , remote stoped working . I called service,explain situation, and asked if I’m going to be charged “ service call “ . The answer was yes. I didn’t agree to that .my reason was this is about installation not long ago and I shouldn’t be charged. Their argument was : it passed 4 weeks guarantee. At that point I checked other places selling that particular remote control. Price was … 189.00 . Based on that I kept saying that I bought heavy overpriced remote control and I shouldn’t pay service call , unless there will be work on fireplace ( wiring, connection, etc ) . Technician came , checked batteries I changed in remote control, opened fireplace, removed box where was set of batteries. He changed batteries supplied by me - straight from the box. He checked those batteries, when I asked “ why “ - he answered “ you never know ..” The next thing was invoice- service call 189. 00.! I objected saying “ how can you change me for changing batteries, I could do that myself if your service office suggested that. There was no answer. I made several phone calls to service department. It took few weeks to have answers. Manager was “ checking “ with owner what to tell me . I suggested reimburse, or credit for next call. Final answer was “ no” I asked who’s decision is that ? The answer was- the owner Andy . Andy was the technician who came and replaced my batteries… I call service office again requesting to talk to him . Nobody called me .

  

  Business response

  05/07/2022

  This customer of ours since 2016 called us to say that her fireplace was serviced by someone Strata hired last year and she didn't want them back. As we had installed it she wondered if we could help her as her remote wasn't working. The customers previous remote could not be fixed; these remotes don't have parts available. This is why a new one was offered on the service call. It is always up to the consumer to accept our rate or take some time to shop it, but she agreed to it on the original sales call February 2, 2022

  Unfortunately battery changing is not covered under warranty, therefore we encourage people to change their own batteries. The office staff asked her to try to change the batteries, and she said she had.  If we have to send a gas fitter to the home to change batteries on a remote control, we must still charge for the call. This was explained several times on the phone and in writing  a reminder email sent to her about the call she booked. It can be frustrating for all involved when simply changing  the batteries would have given you full remote control function again. We are sorry she had a bad experience which is why we try to encourage checking batteries. 

  On May 25, 2022 the gasfitter explained in person that he came out to her home with a new remote control and would replace the remote for free if it was defective even though it was past the 60 day warranty period. We were trying to be fair. He found the remote was not defective, and did not require changing it out. The customer agreed, paid the invoice, then tried to get a refund by calling the office. After several attempts to get and answer form the office staff she asked to speak to the owner, and that's when our staff let the client know that indeed the gasfitter that had come out was the owner, and he was aware of her request and still could not provide compensation.

  Our warranty is for 60 days, and it was over 90 days when the call to us was placed. 
  

  Customer response

  08/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Yes I am a customer since 2016. My call to BC fireplace was about not working old remote control. I comment to technician who was installing new remote, that I have serviced fireplace by someone else,and  it wasn’t what I expected. It was relatively cheap $80.00,but only basic check was done, unlike in this case - no work , big money collected ($189.00).

  in recent message from BC fireplace nobody addressed price of new remote ..

  when I called several times about about that new remote nobody advised me to open fireplace and check batteries there. I kept saying I changed remote part.

  I never agreed to pay the fee, telling that it is about recently installed remote, which stoped working after 2 months.Yes I payed invoice afraid of what would happen if I won’t. I thought I can negotiate it later.while paying I still was saying: this is not right!!
  There was no answer…

  For the future: will I ever use that business? NO

  will I recommend it to anyone: NO

  will I sprea the word about my experience? YES

  Clearly there is no loyalty to customers, just aggressive money making 

  regards 

  ********

  
  Sincerely,
  
  ******** *******

  

  Business response

  08/07/2022

  It's unfortunate that this customer felt the need to try and get their money back afterwards by paying bill and trying to negotiate later. The process and charges were clearly laid out to her verbally and in writing prior to the call being done. If she did not want to pay the labour rate, she should not have booked the service call. 

  We went above our policy to offer an extended warranty and were ready to replace the remote if had been defective. 

  Customer response

  12/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:I’m reading over and over same explanation. Clearly there is not even slight attempt to make it fair. “ she” as you address me was trying to talk to you about unreasonable price of remote control, and service fee. I also explained that extension of warranty for remote control is not an option. 
  I support many local businesses. They all seem to be fair ,honest and accommodating. Clearly that’s not the case here. 
  I have nothing else to say. 
  
  Sincerely,
  
  ******** *******

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