Gas Fix

Appreciate the comments Cathy. There is always satisfaction in doing a job right and solving a customers problem. That is especial true with your fireplace, as there were other service people who could not diagnosis the fireplace, solve issues and do the repair. Thanks again. Scott

Thanks Garnet for the review! We were glad that we were able to come out the same day to get your issue resolved.
In peak season, we cannot always come out the same day, but our turn around time is always very short. Because we carry a huge selection of parts with us when we come out to do a service call, even in peak periods, we can most often do a repair in one trip because we have the parts with us. Just another way that Gas Fix tries to provide a better service experience. Sincerely, Scott

Thanks Fred. Nice of you to take the time to post a review for us. We try very hard to be punctual and if for some reason, we are running late, all of our service technicians have cell phones to let you know. In this day and age, it is surprising the number of companies that will not call you if they are running late. Best wishes for you and your Mom. Scott

Brian: I’m terribly sorry that you are not happy with our service. In over thirty-five years, I find that most problems are related to communication. We would like to clarify some points that are not noted in your review.

When you first emailed me regarding servicing your fireplace, all you could tell me was that sometimes it worked and sometimes it didn’t work. So it worked intermittently. You did not know the make, model or age. I told you in my reply by email that I could not tell you how much it would cost to repair your fireplace without doing some diagnostics, especially on an intermittent problem. I thought that was clear enough. I could not and did not quote you a price to repair the fireplace.

Our prices do not include HST which is extra and that is normal. By law most companies including Gas Fix cannot include HST in our pricing. The price you are saying you paid includes the HST. This is a little misleading.

I did say that often a clean and check can resolve simple problems. I explained what a clean and check includes as you have listed. As you pointed out, I did tell you that extremely dirty units may be a little more. We arrived to a 30 year old (or older) fireplace that was filthy and charged you a little extra because your fireplace was extremely dirty and did not look like it had ever been cleaned. In addition, we found a wiring issue that could have caused an intermittent problem and repaired that problem. A clean and check does not include repairing any issues discovered during the check/inspection.

We test fired your gas fireplace and ran the fireplace while we did a draft test and while we did a carbon monoxide test and the fireplace worked fine and continued to work while we cleaned up, wrote up the bill and completed the payment. By your own account, the fireplace ran until the next day. Intermittent problems are the hardest to repair, especially when the fireplace works fine while we are there.

Although you said I never returned your calls, you never actually phoned me. All your correspondences were made by email. That is fine but emails are slow. If you had phoned the office that is staffed from 9:00 AM to 5:30 PM, we would not have had to reply and could have dealt with your problem on the spot. The office is closed on Sat but the phones are forwarded to our field staff. So when you emailed me a video at 3:21 PM on Saturday, January 19, I did not reply until the beginning of the week. I did return all your emails.

We were prepared to return and tried to contact you to arrange a return call. Gas fix will return and check a fireplace that we serviced for 30 days from the original service date. Seeing the video was helpful. If it had acted up like that on our first call, it would have made the repair much easier.

You also filed a complaint with the BBB. We have submitted all the email correspondence we have in reply and the BBB has closed the file for lack of merit.

At Gas Fix, we strive to provide quality service and care to all our clients. Unfortunately, there are circumstances where no matter how hard we try, it becomes clear that this is not possible. We apologize for any misunderstanding and wish you all the best in the future.

Thanks Paul. Although CFM has been out of business for a while, we know who in the industry that uses the same parts as CFM did. This means that we have parts that other people will tell you are not available. We did have the parts you needed and you are all set for now. I hope you have many more years of of enjoyment out of your CFM fireplace.

Thank you for your thoughtful review. I find far too often gas technicians are not as familiar with the gas code as they should be. At Gas Fix, my staff and I are always working to keep up to date with changes in codes and requirements. Normally I would have sent my Toronto staff, but I was in Toronto regularly this year.

I must thank you again for the gift that you so kindly offered me on completion of you service call. I was pleased to be able to receive all the supplies and have the job completed just before Christmas, so you could enjoy your fireplace over the holidays.

Thanks for taking the time to post a review here on HomeStars. It is company policy to call the customer when we are finished the previous service call to let the next customer know when they can expect us. In this day and age I can not understand how some contractors can not seem to use a cell phone. As a courtesy we call when we are on our way and if we are running late. I hope you have many years of use of your new fireplace.

Thanks for taking the time to post a review here at HomeStars. We appreciate the time you take to do this for us and our future customers.
I value the feedback form your review. In over 40 years in this industry, I have found that the quality of the service technician is proportional to the expense. Outfitting staff with the right equipment can add up very fast. To keep well trained and knowledgeable staff, you need to take good care of them and treat them reasonably. They in turn will be the thorough, knowledgeable staff that I expect them to be and take good care of our customers.