American Eagle Fireplace & Playsets

"As the new owner of American Eagle Fireplace & Playsets, we strive to provide 100% satisfaction to all our customers while ensuring customer safety. Since we were no longer a dealer of Enviro products, I was not able to purchase manufacturer approved replacement parts. It is our policy to only install manufacturer approved parts. We tried everything we could to fix the stove for this customer (the problem occurred from normal wear and use). However, when we could not obtain the part necessary to safely repair her stove, we offered her a new stove with a $1,000 savings. I explained to her that the stove could be fixed, just not by us because we cannot buy factory approved parts. We never charged the customer for a service visit when we inspected the stove because we were not able to fix her problem. The gas stove was purchased around 2005, cleaned and serviced by us in 2008 and 2014. The sooting was identified in November 2015 and communicated in December of 2015 to the customer that we could not fix the problem. We also let her know that the seam could not be repaired and a new glass assembly was needed (which is what we were not able to purchase). I apologized for the delay in our communication, clearly something we could have done a better job with."

"As the new owner of American Eagle Fireplace, I am embarrassed by the fact that we did not resolve this problem for you. It is now a "Best Practice" for us to remove all floor valves whenever possible to ensure customer safety. Additionally, all gas line are checked and verified to be free of any leaks at the time of installation. [Member Name Removed], I apologize for your bad experience under the prior owner and would be happy to provide you with a FREE cleaning and inspection on your gas fireplace ($125 value). Please contact me at 632-5400 to schedule your free service call if you'd like. Regards, Tom Rosenecker Owner"