Business ProfileforSpinosa Maintenance & Repair

Transaction date was 10/7/2021 for an installation of a gas log fire insert to our fireplace. It has not worked since the install. The installer came out 11/8/2021 and did a system reset and it worked for 15 minutes and shut off after she left. The fireplace won't stay on now for more than ***** seconds. I emailed the retailer I bought it from and was told that the installer and the installer only has to call the factory tech department to be walked through troubleshooting and I cannot do it myself. The installer was cc'd on the response email. On 11/9, I asked if she saw the email, no response. On 11/11 I reached out again and asked and even said we can book an appointment for after Thanksgiving as I was away, no response. I then reached back out a few days later via responding to the original email and asking for a confirmation. I then hear from the sales person who referred Spinosa's saying that the installer was "taking a break to catch up on jobs" and will not be responding or doing the service jobs and then referred me to someone else. I made one last attempt today 12/9 to ask for an appointment and I get a message that she is short staffed with two people and can't do anything for me and to go with the other person.I paid $750 for the install and servicing when/if needed. I feel as if they took my money to do a sub par job on a brand new insert and are not fulfilling the obligation. I am seeking compensation back of $500.