ComplaintsforFine Home Details

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of service 10/5/22. Gas fireplace yearly maintenance. I was told the service would be $240.00 for labor and materials unless something special had to be done. The service man arrived at 9:00 am and was done at 9:30 am. He stated that he vacuumed the logs, cleaned the glass surround and placed some new white sand and ashes. I asked him if there was anything special done and he answered no. He said the charge would be $362.00. I let him know the price quoted was $240.00. He said the price had increased. He went outside to make a call to the store and came back and told me they reduced the price to $305.00. I gave him a check for the amount. I did not receive a receipt. Later that day I called the store and was told that they would send me an itemized receipt. I was told that the labor was $240 and the sand and ashes came to $55.00. That means the labor cost was $480.00 per hour! I am asking to be reimbursed $65.00 (the difference between $305.00 and $240.00).

  Business response

  10/12/2022

  Hello,
  
        We received notification of a complaint regarding pricing for gas fireplace maintenance. All pricing is estimated during the scheduling process and includes labor only. Any additional material charges are calculated in the field at the time of service and are determined by the appliance's current condition. The calculated invoice total on the day of the project, including materials, was $362.46. ********************** expressed some displeasure in this pricing so it was reduced to $305 (including materials) as a compromise. She agreed to this and paid the $305 with no further complaint. I hope this helps clear up any mis-understanding regarding this issue. I have included a link below to some before and after images of ***************'s fireplace. It looks like our tech did a fantastic job. Please let me know if you have any questions. 
  
  https://app.**********.com/galleries/VqLuXoEw
  
  
   Thanks 
  
  
  
  *************************
  
   
  
  President

  Customer response

  10/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******************

   

   

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