ComplaintsforFireplace Company

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I own a small chimney repair company in the Atlanta area with my husband. We purchased a prefabricated unit from *****, the owner of this business, on October 27 2022 for $2,547.13. We had called two weeks prior to let her know that we needed this unit, and she said she would have it available. We called the morning of the 27th to let her know we were on the way, and at no point did she disclose the damage that we found upon arrival. We had no choice but to take the lesser of the two damaged units as our client was waiting on our arrival. Upon installing the unit for our client, we saw further damage and the client even pointed it out. Our client is now asking for a brand new unit, rightly so. I called ***** this morning and let her know what was going on and asked what we could do to make this right. She said that she doesnt have a solution. I told her we need a refund and she is refusing to refund us or give us any kind of compensation for selling us a damaged unit. She didnt offer an apology, she didnt ask any questions, and she was condescending. My husband then called her to try to come to a resolution, and she told him that shes not going to do anything to help resolve it. In fact she said she was going to immediately run our card for material we picked up yesterday. When I received the receipt via email, I saw that she had added an additional $200 to the material costs that were previously discussed. We spoke with some another fireplace company in the area, and were told that she charges them a different price for their material, significantly lower than we were charged. Her business practices are deceptive and she takes advantage of her customers. I realize that she will probably not refund us the money, but I want other contractors to be aware that they should not use her services unless they want to be sold damaged materials and taken advantage of.

  Business response

  11/05/2022

  I have done business with *************************** for almost a year. He picks his product up from our warehouse and loads it on his truck and installs or delivers it. This particular fireplace he picked up with numerous other material,  he examined it and said it was fine. He would use it. Everything comes to our warehouse boxed and on crates. ****** knows this. He examines it and loads it up. He picked this product up a week ago and is now complaining. I charge him the  same then as well as before. We have many fireplaces in our warehouse and cannot unbox them. They are on pallets. I have been more than generous to this person, meaning no one would give him credit but I did. Also, he said he was having credit problems and wanted me to give him product and pay me later. I did. He also said he was having problems paying his rent. So, I extended his credit as well. ****** looked over the fireplace,loaded it on his truck and said it was fine. His helper picked up product also a few days later. Everything was fine then. He knows our prices. So, for these comments, I must admit very bad business decision for him to lash back on us after we have been so accommodating.  Also, on our invoices it says all sales final. We also have him on camera saying it was fine and loading it on his truck. Let me know if you need anything else.

  Thank you,

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

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