ComplaintsforHearth and Patio

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/14/2023 visit to showroom researching replacement corner fireplace with logs. Discussed measurements and prices, and was told installation would be included. Retuned 10/19/2023 to place order the price was more than what was quoted due to mantle being added that was not discussed as extra amount. Paid half down then pay for remaining when fireplace arrived at establishment. Was told Appalachian Mechanical Services would install fireplace and call to set up date. **** (owner) called 10/31/2023 to inform of order arrival spoke with **** ******* and was very confusing and cursing in discussion. 11/1/2023 visit to Business to pay remaining balance and confirm install date 11/6/2023. 11/6/2023 Appalachian Mechanical Services arrive with corner fireplace to install, was missing remote, they had co-worker deliver due to Heart & Patio leaving out. After install was told the amount they needed to collect for their install work. Which ***** told us it was included in price. Called spoke with ***** & he wasn’t professional and denied saying to us that the install was included. He said he would not say that. Called us a liar. Then hung up on us. Had we known there would have been a cost for install we would have picked up fireplace and installed ourselves. Our propane company came to check everything our prior to starting fireplace and there was a cost for that. There was more money spend due to confusion on fireplace and the install. The Appalachian Mechanical Services deducted ****** off the ******* install price due to the confusion. I would like Heart and Patio to acknowledge their unprofessional actions and reimburse a portion of install we had to pay.

  Business response

  11/13/2023

  First and foremost Hearth & Patio does not have a service company, or assume any liability for installations. It is plainly printed at the bottom of the sales receipt the customer received at the time of purchase. Secondly the customer wanted the price of a fireplace system ONLY when they first came into the store, because they had a mantle already, they wanted a fireplace system that fit in an existing mantle. Then when they returned to the store to order it they decided they did want a new mantle as well. How could they possibly think it was going to be the same price ? IT makes absolutely no sense . 

      The customer then asked if we knew who would install the fireplace for them. We referred them to  another company all together to do the installation. That card was stapled to their receipt  . Since every single job is different and people live different distances away there is no possible way to include installation at a given price ..    I have worked here almost twenty years and have NEVER had this situation arise . I have plenty of experience selling these items, and I know for a fact that installation is not included in anything. So there is not a single scenario where we tell people that installation is included in the price of the merchandise, not a single one. 

      As far as calling the customer a liar goes, this is a total 100 percent false statement. If anyone was being called a liar, it was the customer calling me a liar.  When they basically threatened me saying they would do everything in their power to make sure nobody they knew would ever shop here again and became unwilling to discuss the matter in a reasonable fashion I ended the conversation. This customer was treated with 100% respect and by no means was any cursing ever done . It was them who were raising there voices and  being disrespectful as well as insulting . They also started the conversation saying that I never even mentioned a charge for installation. Then they turned around a few mins later and said they were 100 percent sure that I told them installation was included. So this is a direct contradiction in itself. We are sorry there was some kind of a miscommunication here but the customer simply was not told these things .We recommended an installer but by no means did we ever say this was included .  

  Business response

  11/13/2023

  furthermore ~ the ticket they received was itemized. It shows exactly how much the fireplace , the remote and mantle cost ( individual prices ) . If installation was collected it would have been listed and an exact price given. There is nothing on their receipt that suggests installation was charged or paid for .   

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