Initially, extremely poor post sales service and support.
Update: After contact, the right hand finally got coordinated with the left hand and things improved tremendously.
Original: Great sales rep in Stoney Creek, (Adam Stronghill), extremely poor post sales service and support. Bought 2 fireplaces in October 2015, (inv G and within 6 weeks the rheostat was not working on the napoleon despite purchasing their 'top' blower GZ-550. Called multiple times and passed from customer service to Angela, to installs. Was told the installer would call, didn't. Called back, was told Lisa would be given the message, no call. Called again, Angie has been very helpful, but I've been given misinformation that installer had to come out and would call right away, 4 days later no call, because they had to confirm rheostat problem, also they were to order a gas line a month ago for the 2nd fireplace delivered without one, but after a month with no follow up I had to call and no one seemed to know anything about that. Then told they were waiting for 2 parts, which again contradicts what I was just told the day before, that installer has to come out first. While I acknowledge it is the holiday season, that isn't any excuse to say there would be return calls from the installer, then someone in installations etc.
- Approximate cost of services:
- $6,000.00
- Company Response
Hello Dave, we're sorry to hear about this and apologize for the inconvenience it has caused. We've forwarded your concerns to our customer service manager as well as our team lead and they are looking into the issue for you. They will be reaching out directly to you to discuss the issue. Thank you for bringing this to our attention and thank you for your patience.
Update: Thank you for taking the time to update your HomeStars post. We're happy to hear that everything got sorted out! Take care.