ComplaintsforFireplaces & More Inc.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed Purchased - Direct Vent Gas Fireplace Insert • Purchased 1-31-2018 • $ 4,622.28 • Insert does not work • Firebox not sealed allowing outside cold air to draft into house • Business tried to resolve but says the part I need is no longer made • Account: David & Karen Reese, 34 Davenport AV, Akron OH 4432 ----------------------- NO SUPPORT!! NO ONGOING RESPONSE TO MAJOR PROBLEMS!! INSTALLED ON 1/18/2018, OUR FIREPLACE INSERT HAS NOT WORKED NOW GOING INTO THE 2ND YEAR!! SINCE DAY ONE OUR FIREPLACE HAS HAD A TERRIBLE DRAFT EVEN THOUGH I REQUESTED DIRECT VENT TO THE OUTSIDE, INSERT MODEL DVI-25I, MAKING THE FIRE BOX AIRTIGHT!! I HAVE ALWAYS ONLY WANTED TO ENJOY OUR FIREPLACE WITHOUT THE MESS SINCE I CAME DOWN WITH ALS. DANA J. GLASSNER, OWNER OF FIREPLACES AND MORE INC., TOLD US HE WOULD DO THAT!! The last time I complained on his companies Facebook page he had this to say, “If this continues I will refuse to finish. I am busy working everyday. Respectfully , Dana Glassner”

  Business response

  09/12/2021

  I have ordered the part (electronic control gas valve) it has been on order since my initial attempt to repair at RHP direction I replaced the control module which did not fix the problem, at that time I ordered the gas valve through my distributor and have not received it, the manufacturer has the part. Ordered but with Covid and the supply chain in disarray it still is unavailable, .

  I have through email communicated this to customer after he bashed me on social media for non response, I have repeatedly told him I don’t make the parts and there is nothing I can do to make them appear, Rhp is located in California and they do not respond to our request for update other than the distributor has the part ordered. This part is not available anywhere else other than Rhp. 
  It is out of warranty, the customer had some other company look at it before I did and when I arrived it was partially disassembled and he acted like it was my fault it wasn’t working. I handle hundreds of customers annually and I have never had a customer disrespect me for something that is not my problem. 
  It is properly installed and functioned correct until 2020 when Covid hit and shut us and everyone else down, his initial call was to my store manager and we couldn’t get to him due to scheduling and he called another company unfamiliar with the unit he has. That’s when I personally looked at it and tried a different part at manufacturer directions. After that wasn’t successful we ordered the gas valve and was told unavailable but ordered. 
  Today I’m still waiting for the part and when it is available we will install it 

  Customer response

  09/14/2021

  I am rejecting this response because:

  August 2020, I called Fireplaces and More regarding the non-working fireplace insert and was told no services were available because of Covid-19. I understood and waited to call back until February 2021. I was told then service calls would be scheduled starting in March 2021. Because I wasn’t placed on the schedule until after June 2021, I called Custom Fireplace Shop in Canton. They had a ***** 5 Star Review Rating with over 40 Reviews and a BBB Rating A+. They knew what they were doing! They diagnosed the problem but I chose to wait until **** could come back out because he told me he had two identical units in his store and he would use the part he needed from one of them. I asked the Custom Fireplace Shop employee to leave everything ‘neatly’ laid out for **** so he could make the repair and replace everything, since it needed to be exposed for any repair.

  
  When **** arrived, he was angry that I had another service company come in and leave it as he did. I tried explaining but **** put it all back and proceeded troubleshooting. He made two attempts on two different trips to my house to fix the two problems, the fireplace not lighting and the constant down draft coming into our home. Finally on that second attempt he told me that my Intermittent Pilot Ignitor was not the same as he had on the other two units at his shop.

  
  My biggest issue with **** is that he has NOT been communicating with me when I call or and leave messages, never one time. **** told me the manufacturer (** ******** **.) no longer makes the part I need and I needed to wait indefinitely until the part is manufactured! I tried calling ** ******** *** myself in order to talk to a person who would take ownership of my problem and expedite the manufacture of my needed part so I would have a target “Date” of delivery. The very thing **** should do or better yet, should have done. They said they needed my account number and serial number of my ******* I’ve left **** a couple voice mails on his office phone asking for this information, but don’t know if I will hear from him.

  
  This is why I can’t accept ****** response. If he can’t fix it in a timely manner then I want a full refund and I will have a different one installed that will be airtight.
  

  
  

  Business response

  09/15/2021

   I have made ** ***** aware of the delays due to supply chain sources and have since been told by ****** Representative that RHP has received the parts and and will ship directly to me in order to facilitate the repairs, this has always been the issue - parts were not available, as soon as I receive the part we will complete needed repairs to insert  . 

  Customer response

  09/16/2021

   I am rejecting this response because:
  
  I will gladly reverse my rejection when the fireplace is working and the chimney is sealed from any outside air drafting into our home. It sounds as if we are headed towards that resolution.

  Regards,

  ***** *****

   

   

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