ComplaintsforFrost & Flame, Inc.
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Complaint Details
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Initial Complaint
11/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I dont remember the exact date of my original service call, however, it was in the middle of September. The company failed to show up for a service on my gas propane fireplace. I finally rescheduled and they came 10/1/21. While servicing they scratched the fireplace. After failing to fix it correctly, I waited til 10/21/21 to hear back after emailing them on 10/20. On 10/28, a tech came to repaint. He left it worse than before. I contacted them immediately and they scheduled a different tech to come repaint on 11/3. When he left it looked as though one of the fake logs was burning.There is now a black spot on the logs. I emailed the company pictures and waited 7 days for a response. I called on 11/11 and left a message for *** to call me. He has been the one in the office Ive dealt with all along. Its been over ********************************************* all its been 8 days with no answer. Im not even sure if its safe to use.I did not want to file a complaint with BBB, but Im out of options with heating season coming quick. They do not seem to want to resolve this correctly.Business response
11/18/2021
We left a message for ****** on Nov. 11th that we could have our gas service tech out on December 3rd to address the issue. His response was that was unacceptable to wait that long. There is no danger in running the unit. If he would like our guys out they will go and clean the logset and make sure that the unit is adjusted correctly. The fix should be easy because it sounds like a log had shifted and the flame is hitting it and that is causing the black carbon that ****** is seeing.Customer response
12/01/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.