ComplaintsforThe Chimney & Masonry Co.
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Complaint Details
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Initial Complaint
01/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On January 12, 2022, I contacted Sales person , Judah about replacing my old vent free logs fire place with a new fireplace set, which included the VFSE-24, 24" Intermittent Burner w/Variable Thermostat Remote. the 24" Birch Logs, Clear Fireglass and Caribbean Blue Reflective Blass, Gas Logs install and paint Firebox tan, a Portland Hawthorne, Fireplace door and installation of a new, Black Adjustable Hood. A down payment of $1,875.00 was made on 1/24/2022. A final payment of $1736.64 including $232.63 sales tax was paid after completed installation on about 3/25/2022. The on going problem is that the burner us fails to light consistently. I have tried using the unit about 8 times this season and have gotten it to light 3 times and that was after I paid a heating and cooling tech to come in. The three times I got it to light was after the technition worked on it. Now it doesn't light again. Since the beginning of the cold season, I have called the Hearth Shop 5 times, the first call I was told it would be late December before that could service me. On subsequent calls, I was told that would call me the next after the schedule was set up. The lastest call was on 1/10/23. I was told the Manager was out and He would give me a call 1/12/2023. It is apparent that I am getting the run around for whatever reason? I feel that the fire unit is malfunctioning. The Heart Shop is not providing reasonable service to me. Refund me for the $150.00 already paid out.Business response
01/20/2023
Business responded to BBB via email
We have already scheduled a service visit for Monday 1/23 to address his issue.Customer response
01/20/2023
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] The business has schedule a visit for Jan23 to arrive between 1 PM to 1:30 PM. They have not been cooperative in the past and did not address the service charge I had to pay another repairman. I am not sure of the response I can expect from my complaint until the response on 1/23/22.
Regards,
******* *****Customer response
01/24/2023
Better Business Bureau:
I have reviewed the res*onse made by the business in reference to com*laint ID ********, and have determined that this does not resolve my com*laint.&nbs*; For your reference, details of the offer I reviewed a**ear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* *****
Business arrived as scheduled this past Monday. Repair or adjustments were made and unit working. Howevere, the request for payment of outside heating specialist in the amount of $150.00 was not addressed. Request a reply. ******* *. *****
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.