THE FIREPLACE FACTORY

The job went perfectly. At the store, the salesman and the owner gave us a lot of time. The showed us all the available designs both in the catalog and also the many in store displays. They explained the mechanics of a gas insert placed in an old natural wood fireplace fully. They kept us posted about when and how the job would be completed and advised us of the pre-work necessary. We had to have our own electician install a special outlet and our propane gas supplier run a line from our previously existing tank into the fireplace. The Fireplace Factory installation tech came in the meantime to take measurements of our fireplace opening. When all the pre-work was completed, the insert and screen were installed. The work was done efficiently and the workers were careful to be neat and clean in our living room. All workers at the Fireplace Factory were friendly, polite and helpful. The only delay we had in the job was due to a major snowstorm.

after salesman came and order placed on 3/23/15, a date for their installer was to be made.  This only happened after several follow up calls by us.  Installer comes on 4/1/2015, looks job over and advised he will be installing within two weeks.  More follow up calls to find out date of install and we were told the original installer is no longer with the company and that another installer had to come out and look at the job because they cannot find original installers notes.... new installer comes and tells me that chimney should be all copper not just chimney cap as it will look ridiculous.  He calls the office from job site and tells them to order new chimney....after more follow up calls an install date is given of 5/19/15.   We have radiant heating and as agreed with the Fireplace Factory we would have our contractor break open closet floor where chimney flue pipe was to thru as well as expose the radiant heating tubes.   Two man crew shows up, I again go thru the installation and show him the closet area with the lines exposed.  I was informed they did not have the copper chimney & cap for the roof but would install the standard one now and come back to install when those parts were received.  After the installation was completed, I went into the closet where the chimney flue came thru the floor and I mentioned that the screws thru the base flange looked very closed to the exposed orange radiant heating lines.  I was told that they were fine and not touching the lines.  The next day my wife went into the attached garage and found water leaking thru the ceiling directly around the chimney flue.  When I came home that evening I went to unscrew the flange and as soon as I backed the screw out water came gushing out.  I put the screw back in and the water stopped.  I did the same procedure with an adjacent screw and same condition was found,  They had obviously screwed thru the exposed lines.  My contractor came over and turned the water supply to these areas off.  Photos taken of the damages and punctured lines.  the following morning I called the service dept and left messages to no avail.  I then put a stop payment on my check and this apparently was the only way I could get any action.  My contractor repaired the damages.  One of the owners came over with the installers to install the conversion kit that I was told was already on the unit so my gas company could connect the unit to the gas supply.  It was not.  The cost of the damages were deducted from the bill and I gave them a check for the balance.  I just wanted these hooples out of my house before they caused any more damages.  If there are any problems with unit I will deal directly with the manufacturer.........