Dishonest and Unprofessional Salesman
A very disappointing experience. They took my $3,500 deposit under false pretenses and then the salesman (Tom) was dishonest to cover himself. Got my money back promptly, but dealing with Tom over the last 5 months has been a complete waste of time.
Contacted him back in July, interested in purchasing a ductless AC unit and a gas fireplace insert for our home. They were very busy at the time with AC sales and no rush on the fireplace insert, so ok, will contact them in a month.
Call back Tom, he tells me about a new kind of AC unit, we discuss details and some options, but then he’s going on vacation, so ok follow-up with him when he comes back.
Contact Tom when he comes back, get estimates for electrical and discuss with Tom. Our attic master bedroom has no heating, so we need this unit to provide heat in this cooler weather. He advises put down a deposit so he can bring in the AC unit, and he will schedule the installation in 2-3 weeks.
Accepted the contract and put down $3,000 deposit Oct 15th, another $500 on Nov 3rd. No installation date scheduled after 3 weeks so I start asking for updates. The response was that they want to focus on fireplace sales right now, so install will now be mid January, NOT the 2-3 weeks promised by Tom.
The worst part is, now total silence from Tom, he’s not only letting someone else clean up his mess, he’s being dishonest to them to try and cover up the problem he has made. Very disappointing and unprofessional.
The ironic thing is, another one of their salespeople was supposed to call me back for the gas fireplace insert I wanted to buy back in July, but never heard back from them either.
- Approximate cost of services:
- $7,000.00
- Company Response
We apologize that you had such a disappointing experience. There was a misunderstanding and lack of clarity of expectations versus reality on our part, and for that we have apologized. There was no malice intended in taking your deposit for your order; it was done so to secure product which is in short supply and secure current pricing before another price increase which is imminent. The moment we realized your expectation was for a quick install that we could not accommodate, we offered a refund. We are not in business to create ill will. The fireplace that you were looking for back in July was a very specific size and type, and that manufacturer had stopped producing them due to the chip shortage. We had you on a waiting list for when production starts again, but that will not be until later in 2022. Again, we thought this had been communicated to you, but apologize if it was not clear.