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ComplaintsforEmbers Custom Fireplace & Gas Products
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/17/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased a gas fireplace insert from ****** and had it serviced in October of last year. At that time, the service person informed me that a log was cracked and needed to be replaced and that it would be at no charge. After not hearing from ******, contacted ****** Solon (where it was initially purchased) and was told that there was no record of the purchase because they’d switched to a new system and lost all records. I tried numerous times to call the location, but was sent to voicemail each time and never received a return call. I called another location, who gave me the Solon owner’s email address, and I emailed both a picture of the service receipt as well as photographs of the log that was cracked. I received no response and have been unable to reach them after numerous attempts.Business response
12/18/2021
I was able to recover a copy of this customer's original bill of sale from our old point of sale system. The customer's log set was purchased in December of 2010 (see attached file). This log set has a 5 year parts & labor warranty with them. Her log set is 6 years out of warranty. I would be happy to replace whatever log(s) she needs but it would have to be done at whatever cost is associated with the product and the additional labor to install. I have no written record of our service technician promising a free replacement. I apologize for any misunderstanding that may have taken place the day of the service call.
Like most companies, we are extremely short staffed. Our Solon, OH store currently only has one person working. I would be happy to work directly with the customer if she is willing to pay the costs associated with the work.
Business response
12/21/2021
Our Solon store manager reached out to this customer today (12/21/21). It is my understanding that the issue has been resolved.Customer response
12/22/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
********** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.