Complaints

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After paying more than $1700 for the professional installation team from Woody's to reinstall a ***** fireplace, that team left a paper template between the wall and the fireplace. It is unusable all winter, so far. In addition to that when the frame was sent back to them, we were assured that it was stripped and repainted appropriately. It was not. It was every poorly touched up. You can see brush strokes from what I was told was sprayed on (I saw the spray can for repair). After several emails, I've been given no schedule for repair, and have not been given the decency of a response since January 24, 2023 despite emailing the office lady, and the owner. This fireplace install has been a disaster from day one. And, I just want it installed properly for the outrageous cost that I paid IN FULL! ***** as a company will not stand behind the poorly painted frame, and asked me to purchase a brand new one!

  Business response

  04/20/2023

  Hello,

  About almost all the facts are incorrect. This unit was sold to ****************** as a cash and carry unit after he begged our owner to sell him the unit. He assured us that the local gas company would handle the installation properly. but after they scratched the face screen badly and improperly and unsafely installed the unit throwing away needed parts. ****************** contacted us because the wall was overheating, and he wanted us or the ****** company to replace a screen front that was damaged by his installers and reinstall the unit properly as to not burn his house down. After ***** refused his many threatening claims about the screen front, we relented to go there -2 hours away and reinstall his unit. ******* gas the original installer ordered touch - up paint and was to touch -up the screen front but would not do it. After ****************** calling constantly and numerous emails, we consented to spraying the screen front, which was brought back to the store after the installation. The screen front was sanded down and resprayed. ****************** was to pick up the screen front and sign for the front as we had received numerous telephone calls and emails from ****************** about the screen front, but ****************** sent his father to pick it up instead. We did not hear from him for several weeks at which time he did not like the screen front and wanted both ***** and us to replace the screen front. ***** and Woody's agreed to replace it at our cost because we did not damage it. ****************** called me and accused us that the price was not at cost but an inflated amount. At this time ****************** sent us a picture showing us paper behind the unit on the wall because we could not identify if it was a template or the drywall separating, we agreed to go down when we were closer to his area. I have answered all of his emails and I have kept all of his emails including the ones he sent to ***** requesting that they replace his screen front. As the Spring season is a very busy time, we have not gotten to ****************** as of yet despite his numerous threats, we will get to ****************** as soon as we can. He is very much outside of our installation territory, and we have had to deal with ********************** threats on a continued basis. The owner of ***** was involved with all the decisions that were made involving the face screen. Thank-you, *********************** - Woody's Fireplace 

   

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