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Complaint Details
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Initial Complaint
12/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I went into the location on Highway 59 and asked for someone to check my gas fireplace for repair and told them the pilot turns on, and fire will light but after about 20 minutes it all goes off. I suspected it to be thermal couple or thermal pile/pilot. The said they charge $269 for service and installation which I was ok with paying. Once the tech came out he said I needed the pilot assembly which includes sensors etc. He took my model and serial number down and said they would let me know how much the part will cost. Several days later I called to find out if they got price for part and the person Ray said he sent it to me but will resend it again. When I got it all it says was pilot assembly $538 plus tax $44.39, total $582.39. I asked them to please explain what the charge was for and provide the part number so I could do some research and check prices. The parts guy, Ray, had the audacity to tell me that he would like to check for cheaper gas prices at the gas pump but he doesn't get to that does he. He further said that he will not install a part not purchased from them. I subsequently contacted several other companies in town and gave part number and serial number to locate pricing. I was told the price for part they quoted me was $275. When I called the manager, Michelle, I was tossed around and given every excuse they could come up with why I probably didn't the right part information, said parts are based on age of fireplace, even when I told them I used my serial number the same as they did, they basically told me too bad, they would not refund the $269 I paid for the labor/service that was not done. I am a very disgruntled consumer. We are expected to trust these vendors with their expertise but not be taken advantage of dismissed or made fun of when questioning charges.Business response
12/18/2023
The customer came into the showroom and was given up front pricing for the diagnostic/tune up which was $249.00 plus tax and signed up for the service. The technician went out to the home and performed the service requested cleaning the glass and checking the millivolt reading of the pilot flame which he determined was the issue and needed to be replaced. The customer was then given a quote for replacing the part needed which included labor to install the part.
We can offer the customer the same $275.00 part cost as she stated she received from the manufacture but that does not include labor.
Ray spoke to the customer on numerous occasions however she did not speak to the manager Michelle as she was out of the office on vacation.
We are not in the business to take advantage of the customer as she feels. We gave up front pricing for the tune up/diagnostic service she received and also gave her up front pricing for the part and installation which she has declined and is welcome to get the part and labor elsewhere if she feels that we are too expensive and can find the part and labor at a lower price.
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Contact Information
5902 Southwest Fwy
Houston, TX 77057-7512
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.