Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/17/2023

  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.

  06-13-23 Price Paid: $14,584.95 Seeking partial refund of $4500 for facing work.Seeking $1500 on fireplace and vent price gouging.Finish work (tile) improperly done, requires work to be removed and redone by a qualified business. (see photos) - Gouged walls - Black grout used instead of proper caulking (must be removed and redone) - Tiles do not lay flat (required them to be removed and redone) - Wrong trim size used (overhangs >= 1/8" over tiles, should be flush) - Trim improperly cut. Does not meed in the corners. - Improper rear vent construction. Scrap wood sealed with silicon that cannot be painted. (failed our agreement)Install failed GAS inspection. Business has been unresponsive.Gouged prices on fireplace unit and vent. (over $2000 additional)

  Business Response

  Date: 09/04/2023

  I apologize for the delay in responding to this. It was addressed to ****** and sent to info@ which is a marketing email. Our marketing team thought it was a spam email, so if you could please update the contact info I sent in that would be great.

  
  This customer started day one of his project berating and belittling our crew members in his home. Apparently it started because he had a CAT5 cable running across the work area that he claimed was damaged. We did not see any damage but we were told he replaced it and we offered to pay the cost. He originally declined to have us pay until the payment came due then he insisted on it which was why the payment was removed from his final bill. Our installers did note that at the end of the project, the cable was still in use and had never been replaced. 

  
  This, combined with the fact that the wrong unit was shipped out to the project on the first day but was caught by one of our installers. The correct unit was in stock and brought out the following trip which did not cause any delay in his project. 

  
  Customer did delay the project claiming we installed the wrong tile but after we stopped the project and the coordinator went out to the job site, the customer decided they actually did like the tile and asked that we change the grout color. This was agreed upon and taken care of. 

  
  Due to some existing construction objectives such as un-level walls, and rounded corners, our team had a tough time getting the tile and trim to match up flush with his walls. We agreed that this did not finish out correctly and reordered new tile and trim at our own expense, rescheduled his completion date, removed the bad tile and trim work, and replaced it as agreed upon. The customer claims we used the "wrong trim" but upsizing the trim to accommodate for the un-level walls allowed us to install the mortar thicker and thinner as needed to create a plum finish. This was the recommendation of the manufacturer and is posted on their website as an option to over come issues such as this. 

  
  The customer complained that the patch on the cap was done incorrectly but he had opted not to spend the additional money to have the siding replaced. It was made clear on both his quote and his sales order that it was to be patched. I did however agree with him that it should have been caulked with a paintable caulk and offered to address when I came out. 
  This is in addition to the customer complaining about a scratch on the new cap from s******* it in, so we replaced this for him as well. 

  
  The grout between the trim and the wall was at the request of the homeowner when asked by our installer. Our team had been made to feel uncomfortable and unwelcome by the customer despite their efforts to make him happy. At one point the homeowner called the project manager and said "I don't know why you would send such morons to my home"! So in order to make sure they met the customer's expectations, the lead kept asking the homeowner how he would like ***************** addressed. In this case, the homeowner asked him if other homeowners would put grout there and our lead answered "it depends on the customer". Then, when the customer didn't like his decision, he complained "Why would you ask the homeowner how to do your job?"

  
  When we left the project, we had done everything to make the homeowner happy and had gone above and beyond our normal scope of work including paying for cable he claimed we damaged. The customer told our crew he was happy with the work and paid his final bill.

  
  With permits, we pull all of the relevant project permits for our customers and assist them in scheduling the inspections but the homeowner is responsible for meeting the inspector on site. This project had passed both its gas piping and mechanical inspections during the project but the final inspection was not called in and completed. We admit that this was a communication error on our part and was overlooked due to the rescheduling of the project multiple times. At this time the inspector did find a manufacturer defect where a pilot tube had become loosened in shipping. This was immediately addressed the next day by our service technician and no other issues were found. This is not what we consider a failed final inspection as no actual codes were broken. This was a warrantied issue that was corrected immediately. 

  
  At this time, the customer became hostile with the third employee since starting his project and tried to demand that we replace the entire fireplace for him. ************** tried to explain that it was a serviceable issue and he became very difficult to speak to so he left. 

  
  A week later we received an email claiming we overcharged him because he found a lower price online. Attached you will find the letters sent us to by the manufacturer that the price he found online was fraudulent and would never be able to be honored. Ironically, had he actually received this unit through the mail and found an unlicensed contractor to install it, the leak he was so upset about would not have been warrantied and his fireplace would not be fixed. I have also attached an email from the Vice President of the company explaining how they are handling the fraudulent company online. 

  
  In this email he also states that It is his duty to inform the public the kind of service Four Day Provides. and He has already been talking to a condo board who we have been attempting to do work for.

  
  Along with the complaints mentioned above as well as several not mentioned, the customer emailed me requesting a partial refund. Many of the complaints were unfounded such as we damaged his door way, when we didnt have anything that we are aware of that could have made this damage, to we let his cat out and made his daughter cry for 5 hours. Even though we ask every customer to have pets safely put away as our job requires us to enter and exit several times, both of our crews did everything they could to keep the door closed. On the day that the cat was let out, our installers had noticed that their child kept standing with the door open and warned them that the cat may get out. The child laughed and ran off. When we brought this up the customer became very defensive and blamed our guys for letting the cat out. 

  I responded by addressing his complaints and offered to meet with him in person to see if we could come up with a plan to resolve the issues. Due to two of crews, our project manager, and our service technician all claiming that they were not comfortable working with him, I explained in the email that he and I would work one and one and I would be the one doing the work. Apparently he took this as threat and claimed he did not feel safe working with us anymore. 

  At this time I instructed all members of Four Day to stop communication with him. I know this seems like a lot to lay out in the 30 minute time limit but I hope it all makes sense. 
  The bottom line, our reviews online speak for themselves. We not only go out of our way to meet our customers expectations, we strive to exceed them. This customer not only made it hard to work with him during his project but does not want to reasonably discuss solutions after he signed off on his project and said he was happy. We understand that we are not perfect and make mistakes. Our goal is to solve them by causing a little inconvenience for our customers in a timely and affordable manner. I hate knowing this customer is not happy with his final product and we tried everything we could to make it right with him on multiple occasions. 

  
  We only require 50% deposit to calendar a project and the other 50% upon completion when the customer is happy. He paid the final invoice, stated he was happy, then complained, we addressed the concerns again, he said he was happy, then generated more things to complain about again in order to attempt to get a refund. 
  At this point it has become apparent that he regrets spending money he agreed too but we have put more into it than originally planned, met our agreement for work, solved his concerns the best we could, and then weeks later, still wants to ask for money back. 

  
  If the customer is willing to put his issues behind us, clearly point out what it is he would like us to touch up, and allow me to schedule and make those corrections, I am still open to making that effort. All I would ask is that if we do, would he agree to be happy with his final product even if he is not happy with our service. 
  

  
  

  Business Response

  Date: 09/04/2023

  Our sales person asked me to point out that the customer made their original deposit on January 6th 2023. Their first install date was 6/12/23-6/14/22 and we replaced the tile and trim they requested on 7/3/22.

  We hope that this would show that if they had buyers remorse and felt that they needed to research our pricing, they had 6 months prior to do so. It also shows that when they complained the first time about their tile and trim, we ordered it immediately, and scheduled them as quickly as possible to address the issue. 

   

  Business Response

  Date: 09/04/2023

  The customer claims that we were unresponsive. 

  Between the project manager, the project coordinator, and the myself the owner, we were in constant communication with him or his wife via text messages and emails. The only exception to this was after his last email claiming we were "threatening" him and he "no longer felt safe". 

  Screen shots and emails can be provided upon request.

  Customer Answer

  Date: 09/04/2023

   
  Complaint: 20487287
  
  I am rejecting this response because:
  
  The owner who wrote the response was never present at the job site and his account is wildly inaccurate, highly aggressive and confrontational.
  We had a good experience with **** and his workers (the people who actually did the work). We feel they did their best and only after having their work reviewed by another party, learned that they hadn't done the work properly.
  
  I sent the images of the work to the owner and they responded with threats that we (my 2 young daughters and wife present while the workers were here) somehow berated and attacked their workers. The owner states that this is why they did a poor job and likely why the work failed the inspection with a large gas leak. 
  As for his claims, we don't believe he, or his workers would be prepared to say such things under oath, should things escalate.
  
  The owner has acknowledged that they didn't do a good job.
  Based on the owner's unfounded accusations and aggressive tone, we do not feel safe having Four Day Fireplace in our home.
  Our family is genuinely concerned for our safety and we're prepared to file a restraining order should they continue with an aggressive, accusatory tone.
  
  We're requesting a refund for the cost of the facing work, which would need to be redone (around $4500.)
  We have yet to enter any sort of negotiation about having another party correct their work, but would be open to this as a solution.
  
  Sincerely,
  
  ***** and ***********************

  Customer Answer

  Date: 09/05/2023

  It is highly suspected that this isn't the first time Four Day Fireplace has tried to intimidate and falsely accuse a customer in order to protect their business.
  
  Because of this we feel that it is important for potential customers to be aware of Four Day Fireplace's quality of work, and potentially aggressive and accusatory behavior should they question the work in any way.
  The owner became most aggressive after seeing the actual photos of his team's work. This is when his story started taking a dark tone; accusing his workers of being harassed and/or abused by my family. (We're 2 young daughters, my wife, and myself who works remotely in a separate room all day)
  

  It is because of this behavior that we have a restraining order ready to file if they persist.

  Since my family's safety is now a concern, the following options seem most reasonable to reach an agreement with Four Day Fireplace:
  

  1. Partial refund of $4500, the cost of redoing the facing and fixing the problems; many of which even the owner confirmed were done improperly.

  2. Four Day Fireplace reimburses us for the work to be done by another party. (A business with the required skillset.)