ComplaintsforKasten Masonry Sales Inc

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a gas fireplace insert in 2021, it was on back order for months. I finally got it March 25, 2022 at the end of the season, it was not used at all until November 2022 through February 2023. In November of 2023 I changed all batteries, lite the pilot, made sure the burner came on, manually and with the remote. A few weeks later I woke up in the middle of the night, the fireplace was on and the house was very hot, even though the remote was turned off and the manual switch was off. The only way I could get it to go off was to turn the unit back to pilot. Haven’t been able to get the unit to come back on. I called ****** they said they didn’t service them, they gave me a number to call for technical service, with Hearth and Home Technologies when I called the number, they told me ****** was responsible. When I called ****** again, they once again gave me the same number I had already called to Hearth and Home. The lady that answered the phone told me that ****** was responsible, that the number they gave me was for dealers only. I then called ****** again and ask them to swap out this unit since it has so many problems and is still under warranty and has only been used one season. From the time the unit was installed when the fan came on, it would only run a second, go off, come back on several times before it would come on and stay on. They have determined the regulator is malfunctioning and the sensor is possibly going out on the fan. It is going to cost me another $494 to have the warranted parts put on including mileage, which is ridiculous for a unit that has barely been used. I’ve had to use 3 electric space heaters trying to supplement my heat just to try to stay warm in these single digit temperature, because my fireplace doesn’t work. I am a senior citizen living on Social Security and spending another $494 on a poorly built fireplace is difficult.

  Business response

  01/24/2024

  Greetings, ******* *********,
  
  Thank you for reaching out and letting us know about the issue with your vent free unit. I sincerely apologize for the inconvenience this disruption may have caused. 
  
  I have looked into the issue, and according to the written statements that I have received, I would like to clarify a few items. No, ****** does not install nor service hearth products. However, I apologize that you were given a phone number to call. ****** has always taken pride in our service and acts as our customers' advocate when working with manufacturers and resolving issues. 
  
  Upon further review, the process to assist you with your situation was communicated on 01/10/2024 and again on 01/12/2024. The first step being that you would need to have a service technician inspect your unit to diagnose the issue. In addition, our sales associate provided a few names that could assist with this or that you could contact the person who originally installed the unit. Unfortunately, we do not control how much they charge for their services. Once a diagnosis is obtained, ****** will submit a warranty claim on your behalf and communicate updates promptly. 
  
  Please note that during the applicable warranty period, the manufacturer, at its option, will repair the applicable component part(s), replace the applicable component part(s), or refund the purchase price of the applicable product(s). In addition, there could be some reimbursement for labor (to be determined) while travel is not covered. I have attached the Hearth & Home Technologies LLC - LIMITED LIFETIME WARRANTY that should have been provided with your product for your review. 
  
  That being said, I recognize how frustrating this experience must be, and we hope we can resolve your issue within the outlined parameters. Please contact me directly with additional questions, comments, or concerns. 

  Sincerely,

  **** ******

  Customer response

  01/26/2024

  I can’t say I am completely satisfied, it would have been easier and cost efficient to have just replaced the unit with an exchange, it would have meant I would only had to pay labor and mileage one time, but since I still have issues with the fireplace blower making a noise like it is coming apart and straining to run,  the technician will have to make another trip to replace it, which I am expected to pay for. ****** did provide several warranted parts, that I paid labor and mileage on. So technically at this point I have about $2,200 invested in this unit. 
  

  sincerely, 

  ******* ********* 

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new pool from Kastens masonry and from day one it had a leak and I found a hole in the seam of the liner where it was not glued together from the factory. I contacted Kastens I purchased the pool from and they replaced the liner only under warranty but refused to pay the labor. I contacted the manufacturer of the liner and they would not deal with me directly they told me I would have to go through the company I bought the pool from. Now I have paid $550 for labor a second time for a product that was defective from the factory? I should be reimbursed my $550

  Business response

  10/26/2021

  Upon review of the complaint and further investigation into the matter, we are providing you the documented communication between *** ******* (Consumer) and **** ********* (Kasten Pool and Spa Department Manager) as well as a copy of the installation instructions and warranty for the subject product. I can provided a highlighted version showing Mr. *********s comments in yellow for the ease of reading with the non-highlighted items being the comments from Mrs. *******.
  
  In summary, Kasten has done everything within its power to address the consumers issue in a fair and appropriate manner by providing a new liner at no charge as per the manufacturer’s warranty. Kasten has also advocated for the *******’s by contacting the manufacture (multiple times) requesting that they assist with the *******’s labor bill (even though the warranty clearly states, “Neither Pegasus or dealer shall under any conditions be responsible for the cost of any labor, water, chemicals, sand and/or any other incidental or consequential costs or damage.”). Unfortunately, Pegasus has declined the request and is now to the point they are no longer returning our calls as to this matter.
  
  Please note, that we understand and have compassion for the position that the *******’s are in. However, as stated previously, Kasten has done everything within its power and within the product warranty guidelines to address the consumers issue in a fair and appropriate manner.
  
  I hope that this information helps, and we appreciate you allowing us the opportunity to respond and provide transparency to the situation.

  Customer response

  10/27/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  Kastens should take care of their customers no matter what the policy states on reimbursement. This product was junk they sold from the manufacturer. I hope the $550 was worth losing a customer over I will never step foot in their store again or refer them to anyone else. I have referred several people already to their competitor which did end up buying pools from their competitor. This is horrible business practices on Kastens part and if they don’t want to take care of their customers quit using manufacturers that produce junk pool liners. 
  
  Sincerely,
  
  **** *******

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