Complaints

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• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair 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.

   
  Complaint: 21379234
  
  I am rejecting this response because:

  We were never offered embers or sand once - that was never mentioned at any point. We hired your company to fix a gas leak that was described to us as leaking at the valve, not multiple places. On the first visit, it took the technician nearly an hour to identify any leak, so I find it hard to believe it's now notated as leaking in two places in the visit's report. We called and emailed several times since the work was completed two weeks ago and this is the first response we have received. The installed valve that your company installed was noted in our most recent *************** report as leaking in two separate places. This was less than a week after service and is absolutely unacceptable. On top of that, we have a newborn in the house, so the dangerous and faulty work that your technician did exposed her to the dangerous fumes that your company failed to correct. *************** confirmed that the connector piece to the valve was replaced, but the valve was used and faulty that was replaced. I personally placed the old valve in the trash after the service, and after being shown the part that was replaced by ***************, see how blatant it is that a used, instead of new, piece was installed. The *************** also showed me a new valve from his truck and it looked significantly different than the installed product. You will not be receiving payment and I will be happy to pursue legal remedy should you pursue this. I am an experienced litigator and will be glad to see you in court.

  Sincerely,
  
  *************************

  replaced on the fireplace was used (and also showed me what a new one should look like from his truck). The leak was coming from two places on the valve they replaced for our previous one -- a leak from both the front and back of the piece. He also told us that we would have an issue with sounds from the fireplace because they hadn't changed out the embers or sand, even though any half-reputable company would do that in the cost of the repair. The cost of the repair they're trying to charge us is $550, and that includes a $225 charge for a brand-new valve. Brand new valves run for $130 on amazon, but they still opted to cut corners and use a used and faulty piece that could have hurt myself and my family. I am extremely displeased with the service and deception, and hope that this company and their practices are immediately examined by BBB. I will NOT be paying them a *****. If they chose to continue to try to collect after essentially doing zero work, I will pursue legal recourse against them.

  Business Response

  Date: 03/13/2024

  While we hate that the time was an issue for you, this was the middle of an extremely busy fireplace season in which you agreed to the scheduled time.  You stated that replacing the embers and sand would have stopped the noise.  Servicing the unit would have cleaned it up and replaced the embers and sand.  It is noted in the order from our service technician that you denied the fireplace service.   We installed the valve that we ordered.  The leak on the valve was noted to be a fitting and the second leak was from the regulator on the line which had nothing to do with the valve or valve replacement.   And these are per the notes of the *********************** Technician. As for the cost of the repair, the valve cost $229 and you were charged a $100 trip charge for the first initial visit and diagnosis and $175 for the installation with the grand *********** $539.28 including tax.  This is on the lower end of the cost of that repair according to comparable companies in the area. We are still expecting payment because the part (valve) had to be paid for, we made two trips to the residence and "we came out and did the work" as you stated in your text.  We stand behind our parts, service, and our technicians which is why we have a high rating.   We feel we were not given the ample opportunity to correct the situation.