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Complaint Details
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Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The ********** fireplace installed and sold to me by THE FIREPLACE Place did not work properly since its installation. Fireplace Place has sent out the original installer and he has been to my home at least 10 times in the past 18 months. Parts have been replaced, and the installer has spent endless hours and days on the phone with Tech Support and Engineering at Heat and Glo who is the manufacturer. Last time I spoke to the owner of the company ****, he told me to be patient, that he wasnt going anywhere and that was close to a month ago. He is putting the blame on the manufacturer and telling me that it is out of his hands essentially. I have spent to SO MUCH time and energy with this and Im beyond disgusted.Business response
04/25/2024
Our consumer registered his original complaint on March 21, 2024. On Monday March 25, 2024, I spoke with the consumer directly at great length regarding the ongoing issue. I had apprized him that we are working with the manufacturer to come up with a satisfactory permanent repair solution, which he was satisfied as long as this can be achieved. Although another month has past the manufacturer is working with their internal engineering department to re-create the issue in their lab to assist us with a proper permanent solution. We are hopeful by the first week of May that we will have a remediation in place.
Thank you,
***********************
The Fireplace Place
*********, **
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Contact Information
264 Route 46 E
Fairfield, NJ 07004-2324
Business hours
Today,11:30 AM - 4:30 PM
MMonday | 10:00 AM - 6:00 PM |
---|---|
TTuesday | 10:00 AM - 6:00 PM |
WWednesday | 10:00 AM - 6:00 PM |
ThThursday | 10:00 AM - 8:00 PM |
FFriday | 10:00 AM - 6:00 PM |
SaSaturday | 10:00 AM - 6:00 PM |
SuSunday | 11:30 AM - 4:30 PM |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.