Complaints

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• Initial Complaint

  Date:05/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Ace of Diamonds (AOD) to install a ******* Fireplace Insert "******* ***** *******. Direct-Vent Natural Gas-Fired in my home's living room masonry fireplace replacing an original gas log set. I was advised by AOD that (1) an emergency (ER) gas shut off installed & accessible to cust. for ER shut-off of gas/fireplace, (2) electronic ignition w/ ******** Switch, (3) Burner that comes w/ max. 31,000 BTU/h w/ turndown to 22,000BTU/h, (4) Flame Height Adjustment, (5) Efficiency at 71.45%. First & foremost none of the above works & ER Shut Off not accessible or safe. Throughout ph.consults, several site consult visits, w/in 2 mos. they met w/ immediate responses, info., call backs, visits from AOD. When the decision was made to go fwd., at the tune of $7192; Ace of Diamonds immediately scheduled install on 9/2/22 at 9 a.m. The Gas Insert was installed by AOD crew incl. elec./gas shut off valve. The ER shut off placed behind the ENTIRE UNIT in the Firebox masonry. I questioned access to the ER shut off ! I was told he was told to place it there & I should not pull the Unit out as it would separate the ductwork from unit & dangerous. If I had to ER shut off fireplace gas in an ER, access would not be quick, letting CO2 inside if duct pulls away that carries gas up thru chase to chimney cap venting out of house. I immediately contacted AOD & explained concern & was told by Dave that Mr. Ted wan't avail.they'll get back to me. In f/u call Oct/Nov. when it came time to use Unit would not ignite immediately & would not stay on. Ted stated he would send someone for issues & have Prof. Gas installer from another job come & relocate gas ER shut off. He had submitted my warranty to Regency. All winter Unit served NO USE up thru 4/29/23 chilly nights & STILL could NOT USE. It caused me to buy heating oil more than had to based on sales pitch. ******* non helpful to complaints re: Auth. installer. No warranty ever sent by Mr. Ted AOD to Regency. They took money. I'm Livid!!!

  Business Response

  Date: 05/05/2023

  Ms. *****,
  I apologize for the duration of this matter!
  Generally, the gas shut off valve is not needed unless by a
  service technician. Although the gas shut off valve was installed within the firebox
  as indicated in the Sales Agreement. I understand you would like it more accessible
  (moved closer to the front of the firebox). We are happy to schedule an appointment
  to move / adjust the placement of the existing gas shut off valve.
  I will address any other issues or concerns with the unit or
  placement of the gas shut off valve. I will investigate any warranty claims for
  this promptly and take the necessary steps to resolve this situation.
  
  Thank you!
  David M
  General Manager
  

  Customer Answer

  Date: 05/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I reject the context of the information provided by “Dave”. He seems to prevaricate the issue that I provided in my original Complaint. Despite that it indicated in the contract that the Emergency Shut Off was to be located in the firebox, Mr. Ted - Owner of Ace of Diamonds and who provided the consults stipulated that a Emergency shut valve of was for the customer in case of an emergency such as malfunctioning, etc. Mr. Ted stipulated that “the customer pulls out the front of the insert to turn off the gas. The way the Gas Fireplace Insert was installed with the flex duct attached to the unit that goes up the chimney; WILL NOT ALLOW ANY PULLING OUT OF THE FIREPLACE INSERT FRONT WITHOUT THE DUCTWORK DISLODGING IMMEDIATELY FROM THE UNIT. THE PULLING OUT OF THE FRONT-WHICH SHOULD NOT HAPPEN ON ANY CIRCUMSTANCE BY THE CUSTOMER WILL DISLODGE/DISCONNECT, LOOSEN THE DUCTWORK THAT EXHAUST OUT THE GAS FUMES UP THE CHIMNEY AND OUT FROM THE HOUSE. Unit never worked appropriately - refusing to either light when needed or would initially light and go out immediately. ALL OF THIS WITH THE GAS CONCERN WAS CONVEYED TO ACE OF DIAMONDS THE BEGINNING OF FALL AND SUBSEQUENTLY MORE THAN NUMEROUS CONVERSATIONS WITH MR. TED. 
  
  FROM THE INSTALL BOOKLET

  
  JUST NOTICED THAT I DID NOT RECEIVE A CHECKLIST AND MORE SURPRISING IS THIS SECTION OF THE CHECKLIST IN THE BOOKLET
  *Gas 
  YES NO 
  Does the supply pressure meet the requirements shown on the rating plate? 
  Was a conversion performed? 
  Was a leak check performed and manifold pressures verified? 
  Is the shut-off valve installed and easily accessible to the customer?
  
  GAS PRESSURE TESTING The appliance must be isolated from the gas supply piping system by closing its individual manual shut off valve during any pressure testing of the gas supply piping system at test pressures equal to or less than 1/2 psig. (3.45 kPa)
  
  Note: The first attempt to ignition will last approximately 60 seconds. If there is no flame ignition (rectification) the board will stop sparking for approximately 35 seconds. After this wait time, the board will start a second try for ignition by sparking for approximately 60 seconds. If there is still no positive ignition after the second attempt the board will go into lock out. The system will need to be reset as follows (after going into lock out mode): a) Wait 5 minutes - turn the system off by pressing the ON/OFF button on the remote. b) After approximately 2 seconds press the ON/OFF button again. c) Unit will repeat step 2. 6) If the appliance will not operate, follow the instructions, "To Turn Off Gas to Appliance" and call your service technician or gas supplier.
  
  
  

  Therefore, the aforementioned by excerpts of the Installation Booklet support my complaint, subpar installation by not following the installation recommendations which is probably why Ace of Diamonds as promised NEVER submitted the Unit's warranty to Regency. This was a botched job from start to finish especially not coming with the appropriate supplies to level the unit in the firebox and using mix match materials and parts from my old log set. I basically paid over $7000 for what equates to a huge "Metal Plug" to fill up the opening of my fireplace's firebox just for the aesthetics of a non-working fireplace. Communication and Customer Service went right "out the chimney flue" once they installed the metal plug and received the same day payment!

  Sincerely,

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