OFFENBACHER'S

I will review both my local offenbacher location as well as the main office in Lanham where the services are provided from. The sales representatives in Springfield, VA were nice and the subcontractors they hired to perform the installation were competent. However, that is where the positives end. I chose offenbacher because they were in-line with other prices and seemed to have a large presence in the area, which I assumed meant they would know how to do the work properly (permitting, etc). The following occurred during this two month + long process: 1. They sent an Offenbacher technician out to inspect the gas line and make recommendations. This took 3+ weeks to schedule. The confirmation call expected to let me know my time window was not received until I called and asked when they were coming. 2. I agreed to his recommendations and purchased the recommended fireplace (vent free). I ended up having to drive to the location to get the final proposal because they kept forgetting to email it to me for signature. 3. The chimney inspector they claimed was required by city of alexandria came to inspect the chimney. Paperwork was promised via email (they were a subcontractor). I had to look them up online and call them to confirm a time since Offenbacher couldn't be sure of when (or if) they would show up. Again, the promised morning call was never received confirming the time. 4. the gas line installer was scheduled for the following week. When I once again didn't receive a call, I called the service department and was finally put in contact with the subcontractor - who claimed he was never given the report from the Offenbacher and didn't know what he was supposed to install. I provided the report to him. When he showed, he looked at the gas line and informed me that we should have been recommended to have a longer gas line installed to ensure consistent service. He also noted that the distance from the burner to the mantle was insufficient and I would need to keep my damper propped open despite having purchased the hood I was told would alleviate this issue. 4. I called Offenbacher and they realized they had not properly filed for a permit from the city to install the line. This issue took two weeks to rectify because they were not properly licensed in the the city of Alexandria. During this time, they informed me that I had an inspector coming on a certain date, which I stayed home for - but of course, they had not received a permit so there really wasn't an inspector coming. 5. A Permit was finally granted by the City and after the city inspector did the initial inspection, Offenbacher's subcontractor came back out to complete the installation of the line and logs. the city performed a final inspection and everything checked out. The city never requested a copy of the chimney inspection because it was not required. Overall, the process took over 8 weeks and 6+ visit between the city (two visits) and the various subcontractors. I spent another three weeks trying to get the paperwork from the chimney inspection, figuring I should keep a copy since I paid for it. On my third attempt at getting a copy of the Chimney inspection from Offenbacher, I received notification from the City of Alexandria that Offenbacher had placed a Freedom of Information Act (FOIA) request for copies of my city permit at my request. I had not requested any such thing or given Offenbacher legal approval to act in my name in this matter. I had copies of the permits as the city inspector hands them to you upon inspection. Once again, my request was miscommunicated by Offenbacher between the various branches and departments. Had the city not notified me of the request, I could have been billed - via my tax bill - for the service if it was deemed appropriate. I most likely would have avoided this fee, but the principle stays the same - they informed the City they had my permission to file the request and I had by no means done so. While the product was as advertised and properly installed in the end, I do not recommend going to Offenbachers.

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