ComplaintsforCalifornia Mantel & Fireplace Inc.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vapor-based WaterPlace from this company. On the phone I asked a series of questions to ensure I could properly install the unit in my fireplace. I asked if it was a log insert that hooked up to a water line instead of a gas line and they assured me that's exactly how it worked. That was not the case. What arrived was a massive box that needs to sink down into some cavity. It was not something you just set inside but required excavation to be installed. The sales rep has no good response for me and clearly just did not know anything about the unit they were selling. They won't take it back and have been dodging my calls all week to get this resolved when management said they'd get back to me on Monday. Super shady. No customer service. They'll say anything to sell you a product. I offered to drive the unit to ******* myself to return it

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted CMF at the beginning of Dec 2021 indicating our Fireplace had a piece of metal sticking up and it had broke one of the side mirror ******* inside the Fireplace. They came out sometime in February to see what the issue was and it was indicated that whomever had installed the Fireplace from CMF had left packaging material in the Fireplace which caused damage to our Fireplace. I had asked them to check out our other Fireplace with them to confirm it also did not have the same issue. He said he couldn't get it open with his current tools and that when they came back out they would check it. He ended by saying he would get back to me on how they would handle the situation with the packaging material that caused damage. CFM did not contact me for more than a few months, so I contacted them and they indicated they were looking into it and would get back to me. Once again I waited a few more weeks with no response, so I called again and the indicated they were contacting the builder. Then CFM called and said that the Fireplace was not under warranty and that I would need to pay for the mirror shield that broke due to their negligence of not removing packaging materials. The cost was thousands of dollars and this was due to their negligence. I asked to speak to a Manager which I was told they were all busy but they would call back and that was about 2months ago and am still waiting. I had information for them about the initial break in period of the Fireplaces after talking with my husband, which I was never given an opportunity to tell them that it was broke in. I am requesting the repair of the shield and to check the other Fireplace we have for said packaging material that *** have been left in.

  

  Business response

  08/29/2022

  We here at CalMantel take much pride in our customer satisfaction and continue to strive for excellence.  This is what has allowed us to be in business since 1987.  We are very sorry you did not have a good experience with us.  We wanted to take the time to investigate this further.  We were able to find your Fireplace's original work order with many notes from our Installers and Technicians throughout the entire fireplace process.  This fireplace was installed on January 30, 2017.  The Start-Up was completed on April 17, 2017.  Each fireplace we install has a 1-year Parts and Labor Warranty from the time of Start-Up, so your Builder and the Manufacturer warranties had expired On April 17, 2018. When you called us on January 26, 2022, you were extremely outside the warranty period. If it was a couple weeks, or even a month, we have that flexibility. But four years later is unreasonable.

  From your service request from us on January 26, 2022, we sent one of our Technicians out right away on January 31st, 2022.  ************** noted that as a result of the loud pop, the right glass panel broke.  He also stated that he questioned you about the fireplace's "Break-In" period as ALL gas fireplaces have to go through at minimum, 3 consecutive days of 6 continuous hours on high-flame, at a time.  You told him that no, you hadn't let it burn this way.  He noted that the fireplace would not have popped that severely (enough to break the glass) and to move the shipping brackets ("piece of metal sticking up") had the correct Break-In process been done.  You mention some waiting time/time delays;  these were caused by your builder and material lead times from the Manufacturer.  Your builder finally decided that since the fireplace was out of warranty, and the damage was caused by an unsuccessful Burn-In period, they opted not to cover the charge for replacement part/s or service.
  

  
  We would be happy to come out and service your fireplaces at our standard service charge rate.  Just give us a call at your convenience.

  Customer response

  09/07/2022

  I am rejecting this response because:

   

  This is not really a matter of warranty but CFM  negligence in leaving in packaging materials that caused damage. Yes, I did say I did not know about the break in period however I spoke to my husband and he inadvertently did break in the Fireplace.  
  
  
  I was told from a few people that I spoke to at CMF that they will get back to me in a few days only to wait weeks... They did not even call me to tell me that they were researching anything.
  
  
  We have 2 fireplaces from CFM and we are afraid to use the other Fireplace for fear of the same situation. We do not want to start up that Fireplace until it has been review to see if it has the same packaging materials that could cause damage.

  
  I respectfully request that their Management call me to see what can be worked out which is what I originally requested .....

  
  

  

  Business response

  09/12/2022

  Again, we're sorry that you aren't satisfied with your fireplace experience.  We have differing opinions on what actually happened in this process.  Bottom line, if the rigid break in period that you say "inadvertently" was done correctly, this issue with the loud pop and glass breaking would not have happened (even with the packaging materials issue).  As a result, if you would like us to come out to inspect both fireplaces, we would be happy to do that at our standard (out-of-warranty) service rate.  If you are interested in scheduling an appointment, please feel free to contact us.

  Customer response

  09/15/2022

  I am rejecting this response because:

   

  The packaging materials did cause the damage. In the Fireplace, the rocks were  lifted from the packaging materials underneath where the glass was broken at the right end of the Fireplace. When the packaging material/rocks raised hitting the glass. 

  Since the second Fireplace was never evaluated and considering what happened on the first one, that someone from your company was negligent in leaving packaging material in one Fireplace don't you think you should at least check the other Fireplace. If what you say about your track record with a long standing business, I would think you would try to make it right.

  Thanks,

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Full on theft. I gave a deposit last year mid summer. Took over 4 months to get an install date because of the pandemic which I understood. They required a 50% deposit so I guess I'm out over a grand. They ordered the wrong size fireplace burner and said they reordered it around October2021. No supply chain is that slow, I was told itd either be immediate or take a few months with the supply issues. I redid my entire heating and air, garage door and other efficient things. No problems. The rub is.... Their installer sawed off my wood burner grate and now I have zero way to use my fireplace anymore before he realized the burner wouldn't even fit. All I wanted was a simple fire glass and remote gas fireplace since their actual orderer called me flabbergasted how after my mom did it to her house and loved the look. ***************** said of course! It'd be an easy change no problems...... they screwed up and ordered a burner that was ten inches over what could fit in my standard home fire place was beyond him "Rob" doesn't answer I left two messages after he said they were fixing it. Apparently, I just noticed he blocked me because his number can't be seen in my cell after I left a second message and he blocked my cell number I had it saved in my phone and he's unsearchable now. I've emailed, messaged through yelp and email and left phone messages none are returned. This business is a sham and I vote highly on here of almost every business I've ever dealt with in our community. This whole experience has been a nightmare. They never return calls, never respond to simple messages online after they ******* you for half a deposit. Fraudulent business and Im a state worker in CA, that goes after CPAs that do the same in enforcement apparently we need to regulate a fireplace businesses now? A separation from contractors. So Im familiar with this BS. Flag them for fraud and prosecute them please. Ill look forward to seeing them flagged in CA gov. ****** refer them to AG!

  

  Business response

  03/14/2022

  I have contacted the customer and left a voicemail asking if he would like a refund or if he would like to wait for the manufacturer to deliver the parts in May. Unfortunately we have no control over when the parts arrive and the delay the manufacturer is having due to covid. He was given an update in January regarding the delay and the estimated delivery of May 2022.

  Customer response

  03/14/2022

   
  Better Business Bureau:
  
  They lied about the update in January. I tried multiple times to contact them with zero response until you contacted them on my behalf after filing a complaint. I have accepted the delay, but have tried multiple times to get in touch with the manager who left me the voicemail and she refuses to return my calls again. I will wait until May, but if they do not follow through again, I will be asking for a full refund in June. So you may be hearing from me again because I do not trust this company at all anymore. I don't want to have to wait for another company to do my fireplace. So I feel like I do have to wait. Thank you and I'm sure I will be in touch again because this company has the most awful customer service and care I have ever dealt with in my life. Thank you,

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

  
  

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