Photo of Latisha F.\r
0 friends\r
6 reviews\r
Latisha F.\r
Rocky Point, NY\r
1.0 star rating12/6/2014\r
Seven hours wasted and nothing accomplished. I called because the damper chain bracket came off the wall of fireplace. I wanted reattached. The woman who answered the phone said she would send someone who could do that. I got an appointment for Saturday between 12 and 5. At 5:20 no one had yet shown. I called. The same woman said he was on his way but about 20 minutes away. \r
When a truck arrived the ""technician"" said the guy who was scheduled got hung up on another job. I showed him the problem with the fireplace. He looked at the loose bracket and said ""the mollies came out."" He had nothing he could use to fix it. I waited 5 1/2 hours for that. Then he told me I should replace my whole damper system because the one I had was old. \r
The reason I called was because I had cold air coming in since I couldn't fasten the damper chain to the fallen bracket. The techs replace the entire damper system. The price before tax was $369. He tells me He won't charge tax if I pay cash. I said I would need a receipt with details and warrantee info. He goes out to the truck for an invoice and comes in empty handed. He ran out of invoices. I start becoming concerned. We close up the fireplace doors and he leaves. I go over to check the fireplace doors and the cold air is coming in in the same spot. \r
I went outside and asked the tech to come back in to see the problem. He gets out a lighter and checks for airflow. I could easily feel it with my hand. He looked around and then said the cold air is coming in because there is mortar missing. He never mentioned that earlier. \r
I called the store number and the rep listens intently and then tells me the tech couldn't replace the bracket only because it only comes with the kit (the $369. Plus tac new damper). So she lied (or didn't listen to my situation as explained in my original call). I just wanted the old bracket reinstalled. The rep on the phone says they could return it to the original state. I accept. At about 7:40 they leave. That's a waste of my Saturday and no solution to my problem. The tech was very nice. The lady in the office apparently thought she was being accommodating but had never listened to what I needed and ignored the truth when I reminded her of the information I gave when I made my call. She sent someone to sell me something I didn't need. \r
Bad business.
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