ComplaintsforPittsburgh Gas Grill & Heater Co

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired **** to clean my fireplace because although I'd barely ever used it, I've had construction done and hadn't used it at all for 6 years and am planning to use it now. He seemed to know what he was talking about and he's nice, so I trusted him. He asked me to pay cash for a discount, so I did. Now I know why...The following day I vacuumed out the small lava rock pieces to replace them with new fire glass, only to discover he had broken my main log and never told me. I contacted the store where I bought the fireplace, and they told me it's now unsafe to use the fireplace because it would put black soot into the room, potentially catch on fire and release poisonous toxins into the air. It's Tempo brand, went out of business a couple decades ago so parts cannot be obtained (I searched everywhere locally and online in hopes I could just buy the logs.) I'll now have to replace the entire fireplace which, according to The ***************** Place where I originally bought this fireplace, will cost $1,637. They said the log cannot be fixed or replaced.I never thought to check the Better Business Bureau rating because this place is the second highest rated in my area on Yelp, but I just checked and they have an 'F' rating, which is the lowest rating possible.I've been trying to contact **** for the last four days, but he won't take or return my calls or texts.To make this right, **** needs to refund my $160 I paid cash (have receipt) for the fireplace cleaning and pay for a new fireplace to be installed (I have a quote), which will cost $1,637, for a total of $1,797.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been waiting for Mike to fix the vent free Empire gas log set he sold me last November. I have left numerous voicemails and texts to ************ since the end of October, one month after he cleaned and serviced it. The pilot light is faulty; it will not stay lit. Also there is a loose wire (besides the antenna) unattached in the back. I believe it is unsafe to use my fireplace. Also, I never received the silver plate with the serial number on it to use for Warranty help. Since he will not respond, I'm beginning to think he sold me a used set or was aware that it was faulty when he was here in late September. I hope this is not the case. I have driven to the business on South Park Road and see it is empty but his business phone is still active along with the website. Unknowingly, Mike went to a friend of mine in Jefferson Hills ****** *********) a few weeks ago to service her gas fireplace. I am upset he is ghosting me. I want to safely use my gas fireplace. I want a full refund so I can purchase a new gas log set from a reliable and reputable gas fireplace dealer.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  BEWARE! This company isn't right and most likely a SCAM. 11/18/2022: Company owner via text message "The VFSE-24 Intermittent pilot is the Best unit I have and with logs and install it retails for over 1500 bucks. If you can pay Cash, and cash cash-not a check, I’ll do it for you for 1125. Installed and everything, with the warranty card and same warranty as a set outta the box. Which basically this is. It was just on display at my old showroom for like 2/3 months. It was turned on maybe a dozen times. I have the Charleston Select (1 left) and if you agree on all these terms, I can install it on either Monday or Tuesday" 11/20/2022: Installation 3/8/20213 (108 days later): Unit breaks and is completely inoperable. The receipt and paperwork given to me 1) Belonged to someone else and 2) Were for a completely different unit. 3/10: Owner asks if I will be home to repair on 3/11 3/11: Nothing from owner 3/14: Owner "I might be able to stop over today, if not, first thing in the morning (3/15)" 3/15: When I asked the owner if he'd be coming to repair, Owner stated "Around lunchtime yes". Owner never arrives 3/22: When I asked the owner if he'd be coming to repair, Owner stated "Call u in a bit. Cleaning up. I have a few openings tomorrow". Owner never arrives 3/23: Owner states "I'll text you when I'm on my way to u. I'm bout to leave Fox Chapel in bout an hour." Six hours later when asked for an update, "I'm on 51 right now, I'll text u when I'm in Bethel but I might have to come first stop tomorrow morning." Owner never arrives. 3/24: Owner never arrives I've since tired tirelessly to get ahold of the Owner. I sent 9 messages asking for an update without any response. 10/18: Last ditch effort called the Owner. A lady named Melissa answers and promises to help. 10/20: Melissa states "I'll get you on the schedule next week". She never got me on the schedule. 10/23, 10/24, 10/30, 10/31, 11/1, 11/2, 11/3, 11/6, and 11/13: I messaged/called the company, no response.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Never completed the job and missing parts. Promises you he will be there to finish and bring the parts needed and then he doesn’t show up. Not responding to text.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is the most unprofessional company that I have ever dealt with. They made a commitment to perform a repair/cleaning on my grill the week before memorial day - they never showed up, never responded to calls or texts. Then 2 weeks later it's all sunshine and lollipops - can we come and clean your grill? No apology, or anything. The person here didn't do much more than text on his phone while here. He painted the outside hood of my grill and it is a total mess. It has runs, streaks and missed spots. The repairman told me to buy more paint and keep putting more coats of paint until it eventually evens out. I don't recommend this company for any services - they cannot even return a call or text. Sketchy. The company has made no effort to complete the fix that they have promised. Many commitments to fix the problem have gone unfulfilled. The work is sub-par,l the response is unacceptable and the owner only provides excuse after excuse. They refuse to finish the job and correct the problems after promising to do so. They have asked for days and times that they can come and each time they never respond or show up. This has gone on for weeks.

  Business response

  07/26/2023

  He did go to *** ********* home to resolve the problem.  The service person who completed the work is no longer with the company.  (More on the delay below.)  He sanded the grill top and re-applied the high-heat paint and left the homeowner the can.  He also gave the homeowner a coupon for a discount on a future service call.  Michael said that homeowner was satisfied with the work.
   
  Re: the delay in responding.  Michael is very sorry for the delay.  He lost his two experienced service people to retirement during *****.  It has been extremely challenging to hire replacements that are responsible, thorough and professional so he is working alone.  From March through the end of July he averages 50 phone calls or emails per day for service…on a regular basis, he receives an emergency request for service (e.g. a homeowner knocking down his outdoor gas light and the gas line is broken) that he places as a priority for the day.  Frequently and despite his best effort to discuss an installation project in advance with the homeowner, when he shows up the job is significantly different than what the homeowner represents (e.g. the gas is meter buried, the distance required to run the gas line is significantly longer than what was represented, the location of the gas line in the home is inside a wall or requires extensive re-routing).  When this happens, the entire day’s schedule goes out the window.
   
  Our reputation and integrity are our most important and precious assets.  There is nothing sketchy about our estimates, our work, or our products.  We stand behind every product and have thousands of satisfied customers since 1985.  We are certainly not perfect and we sincerely apologize for the unacceptable service work, communication and follow-up.  The current market for hiring has placed the company in an extreme disadvantage.  We absolutely will not compromise on the safety of our installations so Michael completes 100% of them himself.

   

  Rich T*******
   

  Customer response

  07/27/2023

  [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,
  
  **** *******

*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. ↩