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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Recently I made a fireplace purchase from JC fireplace in Chilliwack. ( September 1st) I was lead to believe that this fireplace was entitled to a ****** rebate, and JC fireplace did give me an application form to fill out, which I did. I received a phone call from ****** informing me that this fireplace did not meet the ****** rebate program. I did contact JC but all I got was denial from their estimater. I really don't know why they told me there was a rebate, when there was none, and why did they give me an application form.
Business response
18/12/2023
Hello ******
I have spoke to our employees in regards to this issue. I have attached correspondence from ******* in regards to this issue. I have also attached all related emails between Mr. ******** and our estimator, Nathan. The only thing we can think of is if one of our staff attached a rebate form to his final invoice in error.
There are reasons why we know our staff would not have led him to believe he could receive a ****** Rebate.
The only fireplace we have that could replace his existing fireplace was never ****** rebate compliant and even if we had a fireplace that was compliant in the program, Mr. ******** would not be able to claim the rebate as he is in a Strata and does not hold a ****** billing account as the gas is supplied by the Strata.
This is why this certainly would not have been discussed as an additional rebate to our in house rebate of $200.00 plus GST to equal a $210.00.
This whole issue has been extremely upsetting for our staff as we pride ourselves on honesty. We provide full quotations prior to installation and would never lead a customer to believe they would be able to collect a rebate that would not be forthcoming.
We look forward to your decision on this matter.
Respectfully
Louise K******Customer response
19/12/2023
Complaint: ********
I am rejecting this response because: it is not true that I was not eligible for a rebate, because I live in a strata, I spoke to ****** and they indicated to me that i was eligible, because, in a roundabout way i do pay for gas, through my monthly strata fees. I find it very hard to believe that the rebate form was accidently attached to my receipt, considering it was handed to me by hand.
Sincerely,
*** ********Business response
19/12/2023
I would need to know who handed him the paperwork also where and when? Many thanksCustomer response
19/12/2023
Complaint: ********
I am rejecting this response because: in response to your last message, it was the estimator who went to his desk, pulled out the ****** application form. And handed to me, this happened when I went into JC fireplace to make my final payment
Sincerely,
*** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.