Complaints

• Initial Complaint

  26/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a propane fireplace from Normore's Heating in Springdale, and the estimated cost included an installation. They insisted that I pay 1/2 the costs upfront and before their ordering it: a total of $5785, which I duly paid on April 24th, 2024 (I have receipt and emails to corroborate). I was informed via telephone conversation by ****, the owner when I called to ensure that he received my payment) that it would be approximately 2-3 weeks before they received it. Once received, they will schedule a time for installation here in Grand Falls-Windsor. Since this time, I have had to initiate contact with this firm each time. They never contacted me with an update or even to inform me that they even received the fireplace. Again, I had to call them about every two weeks or so. I was always given the same excuse and told that maybe sometime next week, they will be by to install it at my place of residence. I am so sick and tired of their excuses that I informed ****, the Assistant Owner, in July, that if this was not installed by the end of July, I want my full refund returned. It has been 4 months of waiting, calling, etc. I even lost my carpenter, whom I lined up to do the finished work on my fireplace once installed by Normore's, as he was tired of me telling him one more week, maybe two. After four months, he has taken on more extensive, higher-paying jobs and will not be able to accommodate me anymore. I think he was beginning to feel that I was lying about the fireplace I had ordered since it had been four solid months and still no fireplace. For the past couple of weeks, I have been trying to retrieve my payment of $5785 t, but they are refusing to give it to me and are instead giving me more of the run-around. Today, when I called Normore's and spoke to ****, he told me that **** would not be back at work until Friday, and that he was the only one who could approve my refund. Then he cursed and swore on me. After me telling him I would like my my money today

  Business response

  28/08/2024

  Good Day,

  This gentleman ordered a fireplace that was received damaged, we ordered parts which took another several weeks to get.   As summer approached it was advised to him that with the increase in temperatures we could not install a fireplace that required work in an attic (unsafe for employee) and that when the temperatures dropped we would get a date to install.  We had conservation with this person to advise of situation during the summer.   He called on August 22nd asking for a refund, he was advised that the manager was out of the office until August 28th, at which time he would respond and give a refund if that was what he required.  This customer was high rate and would not give us a chance to talk on the phone.  Customer called again on Monday, August 26th requesting a refund and we advised that the manager would not be back until mid week; again, conversation was not pleasant and resulted in an heated argument. 

  Manager arrived in the office on Wednesday, August 28th as stated to customer at which time he called the customer and gave a refund as requested. 

  Please note that this customer asked if we would consider installing this fireplace at a dropped price during the conversation regarding a refund, at which the time the manager declined.

   

   

   

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