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Complaint Details
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Initial Complaint
11/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
in march we purchased a gas fireplace and and the appropriate accessories and had it installed by one of their recommended installers. It is 7 months later and we have has multiple trips by the installer bringing replacement parts for the unit as it has never worked. Hearth and Patio is not responsive to our requests to fix this situation.I want this unit to work or another replacement unit installed.Business response
11/08/2021
We were approached in March 2021 by ******* with ******************** requesting we find a fireplace that was available to replace a fireplace that was purchased from another store and received damaged. We do not carry the same manufacturer and offered several options from different manufacturer's. The ********** Primo 72" was chosen by ******************** as being the closest match in features to what was originally chosen by the customer.
4/8/21 Fireplace received
4/10/21 ******************** scheduled to install, the unit was not working and a warranty claim was opened and replacement parts were ordered
5/26/21 ******************** installed the parts and the unit still did not work, more parts were ordered
7/29/21 ******************** installed the replacement parts and the unit still would not work, ******* never provided additional part numbers needed to file the warranty claim
9/7/21 ****************** called to see if parts had arrived, I informed her that ******* had never provided the part numbers needed but he told the store owner that he had what he needed to make the repairs and would contact ******************
10/06/21 ****************** came into our store for the first time after having no response from *******
We asked another independent contractor (The Hearth Doctor) to contact ****************** to evaluate the fireplace
10/19/21 The Hearth Doctor went out and opened a new warranty case file with ********** and parts were ordered again
11/26/21 The Hearth Doctor is scheduled to install the replacement parts
******************** and The Hearth Doctor are not employees of The Hearth and Patio and we have no control over their scheduling
We have done everything possible to get this resolved for Mrs.Quigley
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.