ComplaintsforWaconia Comfort

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Waconia comfort replaced my gas fireplace broken glass on 11/10/20I immediately complained about the smell of glue and fumes and they did nothing. On 11/15/21 I turned the fireplace on and within minutes the glass insert shattered for no apparent reason. Obviously it was faulty. I called Waconia Comfort next day and they told me it wasnt under warranty and there is nothing they could do. I said can we at least have a credit towards a whole new fireplace insert and they said no. My problem is that my daughter could have been sitting next to that fireplace when the glass shattered for no reason at all. What kind of company sells faulty products like that and doesnt stand behind them when they break. They also never addressed the fumes and glue smell. I have called and emailed numerous times with no response. The glass and the labor were around $500.

  

  Business response

  04/26/2022

  11/3/2020 - We replaced the glass on ********************* fireplace because his son had broken it according to *****.  The replacement glass was an OEM and a special order directly from the manufacture.  The amount owed on invoice *********** was $337.00 which final payment was made 11/12/2020.  During our visit on 11/3/2020 it was also noted that the receiver for his fireplace remote was bad, along with the back right accent light.  He was quoted for a replacement Remote/Receiver & a new Fan.  He was not concerned about the light.
   
  We have noted in our system that he was contacted 11/27/2020 that remote had arrived, and we were ready to schedule the installation.  11/30/2020 ***** said he would be gone until after 12/2/2020.  There were multiple attempts to reach ***** between 12/7/2020 and 12/16/2020 and ***** did leave a message after hours approving the install of only the remote on 12/16/2020.  He also stated that there was a smell coming from the fireplace when its burning. 
   
  12/22/2020 - We replaced the remote.  While onsite the technician instructed that a burn off period maybe required which is common practice on brand new fireplaces or fireplaces that have not been used for a while to get rid of smells that come from oils in the metal or dust build up burning off when the unit initially gets hot.  This is done by running the unit for about 8 hours nonstop, generally the smoking & smells will go away after a couple of hours.  The amount owed for invoice ************ was $194.00 and the service fee of $80.00 was waived that day.  ***** had paid the technician onsite.
   
  2/18/21 ***** called in and spoke with one of our dispatchers about the smell and they again discussed a burn off and ***** said they would wait until Spring so they can do it while leaving the windows open.
   
  12/10/21 ***** called in and said the glass had broke last night.
   
  1/14/22 1/25/22 There were 7 calls in from ***** all were answered but 1 which he left a voicemail.
   
  2/7/22 We left ***** a voicemail stating that the manufacture has a 90 day warranty on the glass.
   
  3/17/22 ***** emailed in with is displeasure of how we handled things including;
   
  I dont expect or care for a response from your company. However, I will be contacting the BBB and filing a formal complaint, detailing everything that went on and the terrible customer service I received from **********************.
   
  Conclusion: I was able to pull phone records between 11/2/20 and 2/15/22 and match internal notes/emails/invoice notes to most of the phone conversations.  If that needs to be provided let me know.  We couldnt find any prior work history with ********************* fireplace other than the replacement glass and remote and at no time has a tune up ever been performed for this unit.  I disagree with the dates/time he has provided the BBB and I stand with our staffs decision to not give a $500.00 credit.  See invoice breakdown below.  In our system the smell was first noted ********************************************************* his home working on it 6 days later.  There were 412 days between the glass being installed and the glass breaking which is well past the 90 day manufacture warranty.  We also waived an $80.00 service fee for the returned trip to investigate the smell and install a new remote.  Please let me know if there is any more information you would like provided.
   
  Invoiced
               Service Call = $80.00
               250-01112 OEM GLASS = 134.00
               Installation = $123
               Remote/Receiver $194.00
  
  Please me know you have received this and where we go from here, as I know it is now time sensitive.
  
  Thanks, 
  ***
  ************
  

  
  

  Customer response

  04/26/2022

   I am rejecting this response because:
  The company sells faulty products and they dont stand by them. They never addressed the initial glue smell and then dismissed any sort of credit towards a new fireplace insert. So called *************** didnt care when the glass they sold me and installed shattered after turning the fireplace on 3 times in a year. They can keep their money but just want the BBB to know that they dont stand by their service or products. 
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩