ComplaintsforThe Firebird

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a ******* H27 gas heating stove (Serial # *** ******) from an authorized ******* dealer in Nov 2020 at a cost to us of $2783.60. Once we started to use the stove, it began to have ignition issues. We reached out to ********* dealer but received no support. In Feb 2021, the stove set off our carbon monoxide detectors. The gas company red-tagged the stove. The dealer’s gas plumber (******* plumber #1) came to look at the unit and stated that its door seal was faulty and replaced it. In addition, ********* dealer had ordered/delivered the wrong vent kit with the stove, so the plumber corrected the venting by adding a snorkel termination cap. I paid for all time and materials, which would have been fine if the stove had worked from that point on, but it didn’t. The ignition issues continued, and we repeatedly reached out to ********* dealer but received no support. Finally, in Feb 2022, after a year of dealing with the problem, we brought our gas plumber back in again. He had trouble shooted with a ******* tech support agent over the phone, who suggested the problems were likely a faulty pilot assembly and the electronic control board. At that juncture, ********* dealer sent out another gas plumber (******* plumber #2), who ordered a new assembly and control board but didn’t come back to install them. Desperate for heat in our home, we hired our gas plumber, and I paid for his labor. To date, Firebird and the manufacture have not resolved the issue. We don't feel comfortable with the unit and would like to resolve this heating issue as soon as possible.

  

  Business response

  03/13/2023

  We have been in active communications with this consumer for a very long time.  They refuse to accept responsiblity. 

  All consumer issues are related to a faulty installation.  The Firebird did not complete the insytallation.  The consumer had the product purchased from our store installed by others.  It is unknown to us who did the actual installation.  The manufacture too has been in direct contact with this conusmer and they too have determined the issues are related to the installation.

  The Firebird will not be offering any compensation nor replacement products.

   

  Customer response

  03/14/2023

  Complaint: ********
  
  Dear Better Business Bureau,

  I am writing to follow up on my previous message regarding a defective unit I purchased from Fire Bird in Santa Fe, NM. Despite multiple attempts to contact the company, they have failed to take responsibility for the issue.

  I purchased the unit in November 2020 and immediately noticed that it was not functioning properly. I attempted to troubleshoot the issue through Fire Bird's customer service department but was met with poor service and no resolution to the underlying issue. I want to clarify that this was not an issue with improper installation.

  
  I subsequently contacted Fire Bird's customer service department to report the issue and request a replacement, but was informed that they could not offer any assistance.
  Since then, I have made multiple attempts to contact the company, both via phone and email, but have received no response. I am extremely frustrated and disappointed by the lack of response and the company's failure to take responsibility for their defective product.

  
  Therefore, I am requesting that the company replace the defective unit with a new one that functions properly. I believe that this is a fair and reasonable solution to the issue.
  I appreciate your attention to this matter and look forward to hearing back from you regarding the next steps.

  
  Sincerely,

  ****** ******
  
  

   

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business response

  03/23/2023

  Good morning,
  

  The Firebird, in good faith, has engaged repeatedly with this consumer, or their designated representative.  We have attempted to resolve the consumer's concerns including sending representatives of The Firebird to inspect the product, at no cost to the consumer, and parts, at no cost to the consumer.  The consumer or their designated representative have also engaged directly with the manufacturer.
  

  We dispute the consumer’s claims for the following reasons:
  •Fault nor liability lies with the product manufacturer nor seller of the product, The Firebird.
  •We have documentation of communication between The Firebird and the consumer, or their designated representative, where their claims have been clearly disputed.  
  •We have documentation of communication between the manufacturer and the consumer, or their designated representative, where their claims have been clearly disputed.
  •The manufacturer too has been in direct contact with this consumer, and they too have determined the issues are related to the installation and/or service.
  •All consumer issues are related to a faulty installation and/or service.  The Firebird DID NOT install this product.  The consumer purchased a product from The Firebird and either installed it themselves or had it installed by others.  It is unknown to the manufacturer nor The Firebird who performed the installation nor some of the service/repairs/maintenance which contributed to some of the issues.
  •The manufacturer too has been in direct contact with this consumer, and they too have determined the issues are related to the installation and/or service.
  •The Firebird has been harassed and threatened by this consumer, or their designated representative, and believe this to be nothing short of extortion at this point.  Therefore, further communication on this matter would be unfruitful.
  

  Based upon the above, The Firebird will not be offering any compensation nor replacement products.  The manufacturer has also refused to provide any compensation nor product replacement to the consumer.  
  We consider this matter closed and will not be responding further to this complaint.
  

  Thank you.
  

  ***** ********
  Managing Partner
  The Firebird
  
  

  Customer response

  03/25/2023

  Complaint: ********
  
  I am rejecting this response because the response does not address the issues we've experienced with Fire Bird and/or the product we purchased from Fire Bird
  
  

  Dear ***** ********,
  

  Thank you for your response. I would like to address your points and provide additional information.

  Firstly, I want to clarify that I have not harassed or threatened The Firebird or its representatives. I have only sought a resolution to the issues I have experienced with the product that I purchased from your company.
  

  While it is true that The Firebird has attempted to resolve the issue by sending representatives to inspect the product and providing parts, these attempts have not fully addressed the issues I have experienced with the product.
  

  Regarding your claim that the issues are related to faulty installation and/or service, I want to point out that the product was installed by a certified professional who followed the manufacturer's installation instructions. Additionally, the manufacturer has confirmed that the issues I have experienced are related to a defect in the product itself, not installation or service.
  

  As a seemingly reputable local business, The Firebird has an obligation to service the warranty of the products they sell. It is concerning that The Firebird is not fulfilling this obligation and is instead attempting to avoid its responsibilities. This raises serious questions about the integrity of The Firebird and its commitment to customer satisfaction.

  I request that The Firebird reconsider its position and work with me to resolve the issue by either replacing the unit or refunding the cost of the unit. As a consumer who has purchased a faulty product that was under warranty when these issues were identified, I have a right to a satisfactory resolution.

  
  If The Firebird is unwilling to work with me to resolve this issue, I may need to seek outside advice and pursue other avenues to protect my consumer rights. I trust that The Firebird will make the right decision and fulfill its obligation to its customers.
  

  Thank you for your attention to this matter.
  

  Sincerely,
  ****** ******
   

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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