ComplaintsforFalco's, Inc.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a cozy heat fireplace from them for my new build. The fireplace was installed by a licensed technician when the rest of my hvac system was installed. Upon final installation, my technician fully tested the unit. It worked normally for about a week. Then it stopped working and I called my technician back to diagnose the issue. He noted that it seems there is an issue the computer and the gas actuator valve. He recommended that I contact falco and try to get it repaired under warranty since he didn't want to potentially void it by working in it (because he is not a cozy heat dealer). I contacted falco and was informed that it would be a minimum 189 for a "diagnostic fee". They said that the parts could potentially be covered by the warranty but I would have to pay the fee to find out. It's feels unfair and like they are gouging me for more money. Just because I did not install it through them they are refusing to repair what is clearly a manufacturer defect.

  

  Business response

  12/22/2022

  Hello,
  Thank you for contacting us and for the opportunity to respond.  We understand you have some frustrations and we are here to help.

  
  Based on the address provided, the referenced Kozy Heat Bayport 41 fireplace was purchased by ************************* and picked up from Falcos on March 25, 2022.  As you said, another contractor installed the unit which does create some ownership of the situation since there are variables unknown to us from the time the unit left Falcos. 

  
  In order to properly assess any situation and determine if parts are needed and a thorough repair plan, we are obligated to always perform a complete diagnostic on the unit in the field.  This is the case even if Falcos installed the unit, but is critically important if it was installed by someone other than Falcos as there are many contributing factors.    Manufacturers dont cover the diagnostic trip,but it is the necessary first step.  We are certainly not refusing to repair the unit, in fact we want to do everything possible to get you up and running again as soon as possible.  But we would be doing you an injustice if we guessed what was needed without doing our due diligence.  Sometimes what seems like a clear problem,stems from something else.

  
  We do have some pictures provided by the owner and we think it would be beneficial to have you come into our store to speak more about the situation with our service manager.  Please contact **** or ***** at ************ to schedule a time that will work for everyone.   

  
  Thank you.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a free standing gas stove from Falcos November 2021. It was installed on December 14, 2021, with a warranty. In early November 2022 we were unable to get the pilot light to stay on, so called Falcos. We were first told it would be 90 days for a service call, but after complaining we were scheduled for 10 days out. Meanwhile, it is in the teens outside, and with 2 space heaters the temperature in our family room is around 60 degrees. My husband has researched the problem, and can probably attempt to replace the thermal couple, but that would negate the warranty. The service man came on November 16, and within 5 minutes determined that the thermocouple was the problem. According to him, he had the part in his truck to fix the stove, but had to send the faulty part to ****** and wait for a replacement. That would be approximately 2 weeks. This am November 24, I got a call from Falcon to schedule an appointment for December 5 if the part is in. We are extremely unhappy with the customer service , etc. The stove is u set warranty, and we feel it should have been fixed ASAP. We have been unable to get that accomplished.

  

  Business response

  12/02/2022

  Thank you for the opportunity to respond.  The unit has already been repaired.  See attached service order dated 11/30/2022.  

  We are extraordinarily understanding of situations like this.  We know having to supplement with another type of heat is far from ideal and we take our responsibility very seriously.  Due to labor shortages that still remain from the last 2-1/2 years, skilled technicians are not readily available to hire.  We are fortunate--our experienced service techs are working very long days and weeks to service our customers.  Since the start of the pandemic, we have chosen to ONLY service customers that have purchased units from us or that we have specifically serviced before.  We are one of the only Hearth servicing companies left in the ******* area and we receive hundreds of calls every day from customers hoping that we can service the stove or fireplace they purchased somewhere else, BUT we continue to turn that business away to focus on customers that have built a relationship with us previously.  Even with that decision, our service department gets booked out several months this time of year.  The tendency is to wait until temperatures get cold to start up heating units--it is human nature- we understand that, but as you can imagine it does put a strain on response timelines.  There are only so many hours in the day and week.  We prioritize our warranty customers, which was the case in this situation.  We were contacted originally on November 7, 2022, the diagnostic check was performed on November 16th.  We ordered the Manufacturer approved replacement part on November 17th.  On November 23rd we received confirmation that the part had shipped on November 22nd (delayed due to Thanksgiving week).  Our scheduler called the Olsons on November 25th (day after Thanksgiving) to schedule them for December 5th to replace the thermocouple in anticipation of part arrival.  We received the part in the afternoon of November 25th.  ************* called ******* on November 29th.  By moving two other warranty customers (that had been scheduled much longer) out further on our schedule, we were able to move *********'s on to November 30th to complete the thermocouple replacement at no charge.  

  We understand frustrations.  The last several years have been very challenging and difficult, and have changed business immensely and we are one of the few companies that were able to find a way to continue to service our customers.   We have dedicated employees who are willing to do everything possible for our customers including sacrificing time with their own families.  We appreciate our customers--they mean everything to us--they ARE the reason we are still in business after 90+ years.  And while our timelines for repair may be longer than what we have been used to in the past, we are truly doing our very best.  

  Thank you.

   

  Customer response

  12/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased ********** fireplace a couple of years ago, It worked and stopped...I keep calling them to turn it back on, control k**** fell apart, it stopped working. They charged me every season to fix something. The fan is so loud and it stopped working. They claim warranty doesn't cover it and it's been too long knowing that I only use it in winter and that's when I noticed more and more problems accuring. I spent so much on repair already and they keep giving me quotes every season! I do not wish to keep this unit that worked for 3 weeks when they installed it. every cold season they come and diagnose a new problem. I have a Valor unit downstairs that's 15 years old, never stopped working. I don't want an apology, I don't want anymore repairs, I do not want to see them. I WANT THEM TO TAKE THEIR POS OUT of my house. Never again!!!!

  

  Business response

  10/12/2021

  Mr. Rebahi,

  
  We are very sorry for your experience.  We acknowledge that we could have done better in handling the service issues with your Enviro insert.  You are aware that since weve been working on resolutions for your insert, we did have a transition in the management of our service department, and we are afraid that has contributed to not getting things resolved in a manner as timely and professionally as we would expect of our company.

  
  Prior to yesterday, we believed we had a clear path and agreement with you to get the service issues rectified. Obviously something changed between then and now. We have reached out, and left a message, but have not been able to speak to you to determine what changed and to discuss options at this point.

  
  At this time without being able to discuss further options,we would like to offer the following:
  1) A $408.39 refund on all previously paid services for the Enviro insert.
  2) Scheduling of a service call with a manufacturer representative to come out to examine the unit, address any additional service needs, and verify the unit. At the same time we will install the replacement Skytech remote and receiver as planned.
  3) An extension of the warranty on the unit by an additional year from the time the unit is verified with a manufacturer representative.
  

  We look forward to your response and truly hope to be able to work with you on a resolution.

  
  Kind Regards,
  Falcos Management

  Customer response

  10/12/2021

   
  Complaint: 16013804
  
  I am rejecting this response because:

  I don't want to keep this unit. Everything in it broke down, every time I call I feel like I'm negotiating to not be charged. The product/experience already left a bad taste. I contacted a different company to put a new unit, from a brand I trust more (Valor).

  Thank you for your, although late, generous offer.
  
  Sincerely,
  
  Mus Rebahi

  PS/ Please do not call me. Kindly cancel any further scheduled service. I will close the case since it seems that is the only thing that made you try to solve the issue.

*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. ↩