ComplaintsforGodfrey & Black Brick and Stone, Inc.
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Complaint Details
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Initial Complaint
03/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In Nov 2022 we’re able to use fireplace they installed finding it not working properly & junction box wires not connected. Asking ***** at Godfrey for help we’re told it was our electrician’s responsibility to connect the electrical power & no one will come out until it’s hooked to power. Our electrician came 11/17 & we called ***** from Godfrey on speaker with our electrician, I sent ***** a pic of wiring, he agreed it doesnt look right, put us on hold to call office for day he could come w our electrician & told us 11/28. I contacted ***** as he didn’t show who said she does scheduling not ***** & fireplace would work if our electrician didn’t miswire, no one will come until it has power. Our electrician came & wired it how he felt best, then ***** came out (Our electrician unable to come since appt was last min.) ***** began taking pics saying it’s wired wrong, wires are burnt, probably burnt out blower & other things. He rewired it & our electrician came again & the breaker was thrown. ***** again stating due to our electrician miswiring & our warranty is voided, no one will come out. She gave us a quote for new blower & harness, stating could be other items we need to purchase & we have to install. The Mfg, ****** Ind. helped our electrician who went thru everything, eliminating what works & found mfg defect, a wire smashed in firebox walls exposing bare wire. The fireplace now works fine without buying or replacing anything but ***** would not reinstate the warranty. Godfrey made false accusations accusing our electrician & us of the reason our fireplace doesn’t work just to void warranty. They refused to come out at a time our electrician could be there to insure its hooked up right, causing this warranty issue. They should have been the ones to find the problem, not leaving it to us, selling parts we did not need. I’m concerned there may be other bare wires or issues in mfg or their install that’s the reason they want warranty voided.Business response
04/18/2023
We have contacted ****** Industries several times regarding this issue and they have no record of this call - ****** always starts a case number when helping customers. We request that you supply your case number with ******.
Business response
04/21/2023
It is our responsibility to make sure that the fireplace is installed properly and that the electrician followed the manual. We did find that he did not follow the manual and we identified the issues caused by the rewiring as well as the improper burning. We are not responsible for the actions of the builder or the electrician. We do not have anything further to discuss. Thank you.
Any followup on this should be done with your electrician and builder.
Customer response
04/24/2023
Complaint: ********
I am rejecting this response because:
You state you are only responsible for installing and electrician wires correctly, but you did not care about sending a tech to meet with our electrician to insure wiring is correct, even though you knew there was an issue. You tell us wire it anyway, hold up your hands and say not my problem.
It is obvious and sad as a company you do not care about the customer enough to ensure the product you sell is in working order. Especially for a fireplace. Just take the money and run instead of doing what is right.
Sincerely,
***** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.