ComplaintsforFireside Home Solutions

• Initial Complaint

  06/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Aug 2020 we purchased two gas fireplace inserts with installation services from Fireside Home Solutions Bellevue. Both inserts were installed at the same time 9/18/2020. We started using fireplaces in early 2/2021, and found that one of them was producing strong odor when running. The second fireplace insert (upstairs) was working fine, but the one downstairs was unusable. We contacted Fireside on 2/17, and they send technicians on 3/12, however they were unable to resolve the problem. Fireside told us that chimney needs to be cleaned, we had professional chimney cleaning done at a cost of $339.90 to us. Fireside re-installed the insert on 4/16, however it did not resolve the problem. Fireside tried to solve the problem 2 more times but it did not help. Given multiple attempts to solve the problem over 3 month, and additional chimney cleaning we did that also did not resolve the problem, we requested return/refund of this unit however Fireside rep refused.

  Business response

  06/17/2021

  Fireside Home Solutions has installed both gas inserts per the agreed upon sales contact.

  Each gas insert has been inspected and is functioning per the manufactures specification. We believe the smell detected by the home owner is coming from the wood burning masonry chase and recommended a second cleaning from a license bonded chimney sweep. Therefore we removed the downstairs gas insert upon direction of the homeowner to provide access for the chimney sweep to clean.

  We are unable to confirm a second chimney cleaning was performed by the homeowner. The results from the chimney cleaning are outside Fireside Home Solutions contracted scope of work. No refunds are offered or implied to the homeowner since the sales contract was executed in it’s entirety. 
  

  
  

  Customer response

  06/20/2021

  
  Complaint: ********
  
  I am rejecting this response because: The chimney was professionally cleaned by ******* **** ******** at a cost of $339 to us. 

  Also as we indicated in communication with Fireside Bellevue, we are willing to do second chimney cleaning if Fireside Bellevue can guarantee that it will fix the problem, and guarantee (in writing) to return and fully refund fireplace and installation costs if second cleaning does not help - but Fireside refused, which strongly indicates that Fireside is aware that second cleaning will not resolve the issue and it is simply delay tactic (warranty is expiring in August).

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

  ***All Attachments Pertaining To Case Redacted By BBB***
  
  

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