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Complaint Details
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Initial Complaint
11/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to this business in April and scheduled a home consultation on 4/22. The business owner Becky agreed to install a gas fireplace, custom cabinets, mantel, tile surround, add electrical outlets, and add a gas line to the garage for $5,878.00 plus the gas line price was "TBD." Becky stated that the project would be completed in two days and we scheduled appointments for 7/26 and 8/5. On 8/5 no one arrived or called. When I left a message, Becky returned my call and said the tile she ordered was cracked and needed to be reordered. After two more appointments, the tile was installed and grouted by 9/10. After repeated calls and slow responses, the mantel arrived on 10/20, but was not secured. It has now been almost four months since our project began and we are still waiting for electrical work, all of the custom cabinetry, securing the mantel and the gas line to be completed. The last time I left a message, it took 1 week to get a return call and Becky stated that she was trying to give our project to another company, but could not reach them. I have been very patient, but my project has not been given any priority and I am not comfortable with being pawned off to another company I know nothing about. This business seems overwhelmed and mismanaged. The customer service is deplorable.
Business response
11/24/2021
We are truly sorry for the amount of time it has taken to complete many custom projects. With the lack of material and man power, it is a continual struggle. We have felt to help expedite many of these projects, it would be easier to ask for help through some reputable cabinet makers. Many are having the same issue as us. The material to even make the mantels are of very poor quality and are warping during the paint/staining process. Cabinet makers can go to MDF board to make their cabinets, we will not. We will continue to look for cabinet grade 3/4" oak or maple material to complete yours, as well as other projects. No other custom work is being offered until the work we promised is complete. So, you are a priority. The remaining electrical will be completed when the cabinets are in place since the outlet will then be pulled into the cabinets themselves. Regarding the gas line, that was an extra project beyond the scope of the fireplace. It was for a line to your garage for a heater. We can address that when this project comes to a close.Initial Complaint
11/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Fireplace outlet installed woodstove on July 13 2021 for 3360.00. Stack has been dripping when it's raining. They came back to fix twice still dripping. Had roofer look at it said it's leaking down the seam of smokestack. Want it fixed or replaced. Ready to file in small claims. Called 3 times this week, left email message. Have not returned callsBusiness response
11/24/2021
We were in contact with the homeowner 2-3 days ago regarding this situation. We have been there previously to address this same issue. He has advised us that he has since had a new roof installed. Fireplace Outlet is going the to verify that the flashing and storm collar are reinstalled properly. If not, we will make all necessary adjustments to rectify the situation.Initial Complaint
11/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been attempting to get a part on our fireplace fixed for several months on a fireplace that we purchased from this business. Approx 1.5 months ago a man finally came to fix the fireplace and remove the part to find out that the part he brought was not the right one. He left our fireplace without fixing it took the wrong part and our part with him and said he would be back within a week or so with the right part to fix it. I cannot get the business to answer us and now he has our parts so I don't even have the old not working part to show another company to fix our fireplace. Our fireplace is not just used for looks we do utilize it for some heat source and it is almost winter, we have kids and I would like my fireplace fixed.Business response
11/18/2021
We have reached out to the customer to explain that their product is still on back order from the manufacturer. We will contact them as soon as it arrives to complete their service.
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.