Gas fireplace purchase & install
While I prefer to patronize local business where I can, unfortunately I cannot recommend this company for a gas fireplace installation. The customer service was very poor. I encountered numerous problems while dealing with this company including: delay of about 3 wks to provide a written estimate (I had to chase them for it), framing work during the install which had to be torn out and completely; install time that was about 6 hrs longer then estimated; electrical hookup finishing work that took several wks to complete; call from rep asking for final payment when work was incomplete; electrical hookup by an unqualified technician (i.e. not a certified electrician). Once I discovered the electrical had been connected by an unqualified rep, I contacted the Electrical Safety Association (ESA) who came to inspect the work. This resulted in a letter requesting that Fireplace Plus respond to the deficiency. After this letter was sent, I found the company much more responsive. I sent an email to the company outlining my experience and frustration but, to date, have received no apology or even an acknowledgement.
- Approximate cost of services:
- $4,200.00
- Company Response
On behalf of The Fireplace Plus team, we send our sincere apologies to JMcG and will be in contact with them directly.
We always appreciate when we can support local members of our community and appreciate their business.
With custom jobs and unknowns within a home, sometimes we experience difficulty completing an installation as originally planned and unfortunately are not able to identify the obstacles until we actually start the job.
However, we are diligent in making sure we overcome any obstacles and provide the customer with what they need even if it isn't part of the initial plan.
We will be reviewing the customer service concerns mentioned and addressing them internally. We should have been responsive from the moment we were chosen as the service provider. And we are sincerely sorry about that!
Richard McNeill and team