Business ProfileforThe Fireplace Factory

In August 2022 I began the process of purchasing a wood burning insert from The Fireplace Factory. They sent people to measure my existing fireplace to know which size insert we'd need to buy. Around Labor Day installers came to my home around 9:30 AM and did not leave until my husband got home from work sometime between 6 and 6:30 PM. The job was not completed. The people who came had a flat tire and reached out to their people for support. Someone did come to bring them a tool so they could fix it themselves.The installers told me that they did not have what they needed to fix their tire after all. By 3:30 I insisted that the installers stop to eat some lunch. (I made sandwiches.) Then I called the project manager, ***** and asked for help on their behalf. ***** told me that everything was fine and they were fine. I told him they were not ok and needed help. ***** was no help. ***** called me about an hour later to tell me that the job was not going to be finished that day. I was clear with him that I would not take off work for this project; we'd need to schedule when I am off (the next holiday).The installers still could not leave. They could not access the tool under their truck. I had to ask my neighbor for assistance and he loaned them bolt cutters. Since I did not loom over the installers, my neighbor told me what he observed in my driveway. In an effort to to work with the tire, the man was pushing on it so vigorously that it could have toppled the truck over while it was lifted up on the ***** It was extremely fortunate that no one got hurt in my driveway.Since then, it has been a series of unfortunate events. Around Thanksgiving, I checked in only to learn that they had marked my project as having been completed.I'm now (Jan.) waiting for one last part, again, (that no one noticed was missing) and they changed my appointment and rescheduled it for a day that does not work for me. They are not easy to reach by phone.