ComplaintsforFashionable Fireplaces

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New fireplace installed last spring. It would not start now. I did all they told me to. Got an appointment 4 weeks out but they came today. Called me a .... liar that I did not cause the issue along with a few other expletives. Charged $159 to supposedly turn a knob that they said I turned. They were here 5 minutes. Wouldn't provide service of cleaning like they were supposed to. The son of the owner got verbally abusive. I considered calling the police when he was standing in my garage after I asked him to leave my house. He really frightened me. People should be very careful about using these people. At the very least there should be a service call charge when they are only here 5 minutes when they did not clean the new fireplace. Or no charge at all since they were already in the area. No receipt was given. I had cash ready to tip them for coming so quickly. But not when they verbally abusive. BBB should put these people on the do not use list. I have never by fearful of a contractor before but I sure was today. They were rude when I called. Supposedly customers aren't allowed to combine about the money they spent and then not get good services.

  Business response

  10/07/2022

  It's great how people can lie and it's great how people think because they bought something that they should get service for free.  We told her if it was a manufacturer defect she would not pay, and if it was operator error she would have to pay as it costs money to do business which she agreed to. We originally scheduled her a few weeks out but decided to take care of her immediately and squeezed her in even thought it was a few weeks wait but now we're sorry we did that.  Just because you bought a fireplace from us doesn't mean you own us.  Anyone who calls our office knows we are very respectful.  When she called she immediately started cursing about the fireplace and when I was trying to explain to her about the issues she wanted none of it and kept saying she wanted us there immediately.  She told the technician to get the **** out of her house and he did so with no disrespectful response to her like she said. Anyone who uses our services knows we are very respectful and anyone who knows her knows her demeanor and that she's the problem. I wish her luck in finding a company that will deal with her attitude.

  Customer response

  10/07/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  At no time during the appointment  did i swear at the technician.  I asked the technician to leave when he started swearing at me.   the owner of the business is living about this.  The technician, his son, was the one who was threatening  and swearing words I will not repeat.     is son is telling lies.  

  I did tell them that having spent $7500, I expected customer service to be much better.  That is when the swearing started.   

  My complaint is the customer service .  But that is a huge Part of  any business. Potential customers  need to be aware that this business does not that customers respectful.  I was called a number of names that no one should have to be by any business.   This business' rating by BBB should be a F.  Customers should know that before choosing this business.

  Regards,
  ***** *****

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an unhappy exchange today with your employee sent to make repairs to my fireplace and he left in rush after insisting I pay above what had been quoted to me on the phone. This was before he had done any work on the unit. The misunderstanding was very unfortunate for both of us I'm sure but I found his behavior quite unprofessional and his manner very rude. More importantly, I am unable to locate my remote control. If it left with the employee I would like it returned. If that is not what happeded ask him where he left it or replace the remote control. He also left a part of the unit outside my home, which again speaks to a complete lack of professionalism." This was the email I sent the day of the incident, 9/21/22. The owner called me the next morning and was very rude, shouted and yelled and denied everything while implying that if I did not pay the service charge I would not get the remote back (if they had it) Since I would not be heard I hung up on him. 

  Business response

  10/13/2022

  Fashionable Fireplaces has done no work at this address, we have no idea what this person is talking about.   

  Business response

  10/14/2022

  That response is so ridiculous, we did no work in her house and wouldn't because she called and said that the last person or party who worked on her fireplace cut wires and it didn't work and we told her there was nothing we could do for her and as far as her remote goes, judging from how angry and vindictive she seems to be she must've misplaced it, was angry that we wouldn't service it and decided to place blame on us therefore, we will not replace the remote when we had nothing to do with any of this. Maybe the person who previously did work on her fireplace has the remote. Fashionable Fireplaces has never serviced this fireplace nor did we install it.   

  Customer response

  10/17/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ***** ********* 

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought fireplace gas logs on 10/19/21. We were promised installation on 11/23/21 and 2 young installers came out to try to install the 24” log set purchased. One hookuped adding a T in the existing line, the other set up the logs. The set did not come in unopened boxes but rather looked like it was not brand new. This was evident when there were missing parts. Because of their promise & missing parts they took a smaller 16”set from their truck for our temporary use. They promise to get us another new 24”. The 2 young installers had some choice words with the office which was not appropriate .Because of the previous issue they gave us $100.00 rebate. Upon repeated calls found it was not in stock as told but back ordered & we would get it on 1/11/22. On 1/11/22 John ( one of the owners) swapped out the 16” with a unopened 24” log set. The new log set again was missing log F which they noted on the order. This only effected the appearance. At this time John the installer at hand said they had let the other 2 young installers go( due to attitude?). After 1/11 installation(that week)my wife smelled gas & I turned off the gas and called Fashionable & the owners daughter to said they were in the area and would come by. The previous installer of the 24” came & checked for leaks & said he found none. He also said if you continue to smell gas don’t call him but RGE. We called RGE on Tues. 1/18 on smelling gas. They tagged it & temporarily fixed the gas pipe elbow that had loosened up when they installed the new line out from the T. I was told to get it fixed as I did by ***** ******** on 1/24. It cost $270 which I tried to recoup from F.F. They said i should have called them 1st before calling Leone. So following the above conversation fashionable caused the leak on installation of the T. I did call them to find the leak and they didn’t . They wanted me to have them fix it. Why would I since they caused it & couldn’t find the leak & they let go the initial installers (?)

  Business response

  02/28/2022

  I don't understand this. Fashionable Fireplaces did not do any work at this address. You might want to check his invoice Thank You John F**

  Customer response

  03/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  ******* ******
  

  1) I believe the BBB should look at lowering Fashionable Fireplaces rating for denying to both the BBB and myself - that work was not done at ** ******* *****. It is quite evident from the 2 work orders submitted  dated 11/23/21 and 1/11/22 that they did the work. And the new attachment invoice dated 10/18/21 that shows purchased from Fashionable Fireplaces along with the included installation.

  2) Both work orders and the purchase invoice has John Fox’s name on it

  3) The work order dated 11/23/21 also is signed by Kevin the installer from Fashionable Fireplaces was later let go by the company 

  4 The work order also dated 11/23/21 says installation of log set with hookup to existing gas line 

  5) also previously attached pictures showed where RGE had the temporary fix and the flagging. The elbow was part of the existing gas line that they had to disassemble to add the T connection for the fireplace connection 

  ** I might assume by the owner John Fox denying work- that the 2 young installers (Kevin & ?) we’re not licensed or certified to do the original installation of the gas hookup.

  Mr. ******
  
  

  
  

  Business response

  03/04/2022

  Response taken by phone:  The install was actually done by a licensed third party, who installed the gas logs and hooked them up to the gas line.  We tell people you must call the gas company and report this if you smell a gas leak.  This is the law.  They red tag it and we then come out to repair it.  This install had a one year warranty for labor, installation and on the product but we were never called.
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke to the owner of Fashionable Fireplace Jack (John), he was very rude. They replaced a switch in March 2021, but it’s the wrong switch. I spoke to John April 2021 and sent him an email with pictures of the switch that was installed, he agreed it does not line up with the pictures on the fireplace and told me he would order a new switch. I followed up with him several times. I spoke with John Nov 2, 2021 he was very rude and said he could care less what he told me in April. He told me that I have been a pain to them and harassing him about this switch and I needed to get a life, and if the switch is working don't worry about it. I didn’t know that was so wrong to ask them to fix what they did wrong and get me the correct switch to my fireplace. He was nice though, he told me he was done talking to me and he's hanging up, click, verses just hanging up on me. The switch is a safety hazard as the picture on the fireplace (flame, off, thermostat) does not line up with words on the switch (auto, off, on), therefore, someone may flip the switch (based on the picture to thermostat), and poof the flame ignites, this could scare the person and harm them possibility falling into the hot glass of the fireplace. The SWITCH should read (on, off, auto) same as the picture, but John didn't care, he just told me to take a black marker and fix it. Auto – should work by Thermostat – not a solid flame as in the picture Off – flame should be off (this word/picture) line up. On – Should be solid flame - not as a thermostat as in the picture So much for trying to support a small locally family-owned business. There is no customer satisfaction, nor any professionalism at Fashionable Fireplaces. I originally wanted the switch replaced; however, I would like a full refund ($199), I no longer want to deal with this company and do not want them in my home to replace the switch. I will call a competitor to fix the wrong switch that Fashionable Fireplace installed.

  Business response

  11/15/2021

  In regards to your letter regarding the complaint ID ******** customer name ***** ****** we did a service call regarding a switch issue on her gas stove. We made an appointment with her on March 24, 2021. The switch was replaced and she was charged accordingly. Mrs. ****** then called and said she wanted the correct switch ordered, Jack asked her if the stove was running properly and she said it was and he continued to explain that the switch our technician installed was the correct switch and that is the only switch that is available for that unit and would not affect the operation of her stove. She then continued to call multiple times afterwards again saying she wanted the correct switch. She also signed the document that says the unit was operating properly when our technician left the home. We don't understand why she thinks she's entitled to her money back when we did what was asked of us and fixed the switch. Cosmetically it doesn't affect the look of the fireplace and we will no longer service this customer nor will we give her money back as we did what she asked. Please see the attached service invoice and signed document that was included in this letter. 
  Thank you, 
  Jack 
  Fashionable Fireplaces 
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩