ComplaintsforFireplaces Unlimited, LTD.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased 2 jotul Fireplaces on 12/18/21 but they were not installed until 7/28. 3 guys came to install. They argued about what and how things should be done. They also did not bring all the required equipment. Thankfully, I was in Lubbock and was able to run all over Lubbock to chase down parts (that's right, more than 1. They ripped a hole in my ceiling BEFORE accessing the attic to make sure the pipes and fittings would work and then had to make another hole bc they had location wrong.The 3 guys left and the piping wasn't even level on one of them. We let *** know on August the 8th via text that our roof was now leaking. Finally on August 13th (five days our roof has been exposed now) *****, the owner, had ***'s husband - ****** (WHO DOESNT EVEN WORK FOR FIREPLACES UNLIMITED, NOR IS LICENSED) come out to "patch" up the hole and try to match the paint and texture and fix the fireplaces on roof. Needless to say, the hole looked better than ******'s "patch job". ****** also shoved BLUE plastic work gloves under the roof boot to "fix" the leak. BOTH fireplaces leaked into my attic and have ruined my sheetrock, insulation and paint. After 3 weeks of trying to get in contact with *****, he finally has his son and ****** on August 25th come to repair the leak but tells me he is refusing to repair or patch the sheetrock that his 3 guys (and ****** - ***'s husband) screwed up. He also mentioned that he had no idea about our situation until this last Monday, which means *** lied to us about letting ***** know OR ***** is lying about not knowing and actually knew all along. I called multiple times and left messages with ***, on answer machine, with his wife and my husband even went up there to try and speak with *****. ***** spoke with my husband on 8/25 &told him he will not fix anything and justified by saying he did not charge us for labor and mileage.If you look on reciept we paid 1250.00 on exactly that Thankfully all of the events here have been video recorded.

  Business response

  10/10/2022

  Business Response /* (4000, 19, 2022/09/14) */ Fireplaces Unlimited, Ltd. installed 2 Jotul wood burning stoves in the york residence on 7-28-2022. Fireplaces Unlimited sent 3 installers to install the stoves due to the weight of the stoves. The Lead installer on the job has over 5 years of experience installing fireplaces and stoves. The reference to the guys discussing how the pipe should be run were there to assist the lead installer with carrying the heavy materials. The stoves were installed according to manufacturer and industry standards and in compliance with all national codes. The customer chose the install locations for both stoves without asking the opinion of anyone at Fireplaces Unlimited and without checking to see for themselves if the locations could be accessed from the attic. Neither install location can be accessed from the attic making it impossible to locate the ceiling joists. Fireplaces Unlimiteds' installers made a very small hole in one of the install locations that happened to be directly in line with a ceiling joist. Ceiling joists cannot be cut without compromising the structural stability of the ceiling, so the installers had to move over to install the ceiling support box in the sheetrock. The installers cut a piece of sheetrock from the new cut out and patched the sheetrock from the discovery hole. This is normal work product from any trade professional under the same circumstances. I never sent anyone to do any repair work to the texture on the small sheetrock patch as Fireplaces Unlimited is not in the tape bed texture or painting business. Aimee without my knowledge volunteered to help the yorks on her own time and paid for materials out of her own pocket simply trying to be nice. The yorks did notify Aimee that there was a leak after the first rain and Aimee scheduled for our service team to go back out and identify and repair any leak issues. Our service team of 2 guys spent an entire day at the york residence water testing and making adjustments to the roof boots. The customer is being completely unreasonable in their demands for Fireplaces Unlimited to repair the tape texture and paint on a 2 inch by 3 inch discovery hole that is part of normal work product. Fireplaces Unlimited has made every effort to satisfy any concerns and issues that the yorks have had in regards to their stove installations Consumer Response /* (4200, 21, 2022/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have video proof showing that the men who came thought it was the roof but it was not the roof. It came from the corner of their rain boot. The owner of this company is a habitual liar. The company then decided that they were going to charge us almost another 4k. Charging us "special order" on the rain boots that I PICKED UP FOR THEM IN LUBBOCK and drove to my house 1.5 hrs away that cost $23 each and they got 2. Now they are charging 300.00 for them. Also, in the original agreement and invoice that I have paid in full they applied a former payment of a fireplace that they refused to reimburse back in 2016. they applied that to the payment. We do not owe this company a dime. Business Response /* (4000, 23, 2022/10/03) */ Your continued misstatements of information and malicious attack of my character and reputation are now construed as defamation. You continue to use this public platform with intent to damage my company's and my personal reputation with no regard to making factual allegations or representations. Consumer Response /* (4200, 25, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to read of any resolution. I'm not sure what other form of evidence he is needing. I have provided so many videos, photos and they have come and seen it 1st hand. I have found several lies that he has told. The latest is the fact that his men said it was a roof issue and not a fireplace issue. They said that until they unscrewed my metal roof and saw that there was proper padding underneath. I have video of this as well. So ***** you have chosen this path. Hard evidence is hard to deny and you have chosen to not handle this situation. You have sold me 2 fireplaces and hired men who obviously do not know how to properly fix things and then you have non employees come and make a mess out of my ceiling. This case is NOT resolved.

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