WESTSIDE GRILL & FIREPLACE

On 11-24-18, a technician (Chris G.) came to my home to service my gas fireplace. He diagnosed the problem and offered to immediately repair/install new part for extra charge, which I agreed to. When he discovered he did not have the part on his truck, he profusely apologized and said the new part would be ordered and he would return to install. I asked if the return trip would cost more money and he replied, “No, this is my fault that I do not have the part.” Please note: I already paid $120 for diagnostic charge and $60 extra trip charge ($194.85 total). I live 16 miles away, a straight shot right down Hwy 99. It is an easy 23 minute drive. BEWARE: If you do not live in Katy (I live right down the highway in Sugar Land), you will pay this $60 fee. Up to this point, I was pleased with the service provided by Chris. I also asked Chris if I would have to wait another month (like I waited for initial appointment) and he said, “No, since you are already on the books, you will not have to wait. We know what the issue is and all I have to do is come out and install the part. Will be a quick trip.” I even asked if my fireplace would be working for Christmas and he replied, “ Oh definitely yes!” This is where things go bad: I received an email quote from Ruben P. on 11-30-18 for the new part $60 and $150 labor. I replied via email that I was told there would be no additional cost beyond the cost of the part. On 12-1-18, I spoke with both Ruben and Heather (manager) and was told I would have to pay for the labor. After several conversations with Heather, she told me she would have to fire Chris for telling me 3 falsehoods against their company policy. She basically asked how I would feel if she fired Chris for telling me these things. Both my husband and daughter heard her say these things to me. She asked if I would at least pay the $60 trip fee because her company would lose money on my return visit and how would I feel about not supporting a local business? These business ethics and strong arm tactics need to be reported to the community. There are plenty of other local businesses to support that do not try to intimidate their paying customers and use sketchy business practices and unethical interactions with their customers. Is it really worth the $60 to go against what the customer was quoted/told? Is it worth $60 to create such bad public relations and deliver poor customer service? On Dec. 3, I spoke with the owner, Richard Booth, who said he has talked with the technician who stated he never said these things to me. R. Booth said it was a case of "he said, she said," I and would have to pay $75 labor plus the cost of the part ($60) and freight ($15) plus tax if I wanted my fireplace repaired. I mentioned that Heather brought the price down to $60. The owner said he would reduce to $60. It seems the price quotes are very fluid and unethical. He also said I would have to pay 50% cost of part before they would schedule the return visit. This entire company seems very unethical in setting prices and policies. BEWARE!

I called to set an appointment and one of the owners talked me through, exchanged emails with pictures and refused any money. Mr. Booth was so helpful and kind to help me and was not put out by my questions. If and when I need a new fireplace I will surely call Westside Grill & Fireplace!

Service was performed very professionally and we've been very happy with the result. The technician was knowledgeable and gave us a lot of good information for future use of our gas log fireplaces.

The problem was found and fixed. And another needed adjustment was made. The only thing I could say for improvement is the person in the office gave his opinion as to what "could" be the problem which was a faulty valve. He did not think it could be the batteries, which is exactly what it was. So I paid $129 for the guy to replace my batteries. However, my pilot light needed an adjustment so the service trip was worthwhile. This is the second time I have used this company and have been very happy with products and services.

unknown

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I've used them before and they've always been responsible. The price is high.

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Obviously I was the last appointment of his day, but the friendly, knowledgeable attendant took time to "teach" me how to correctly use and maintain the apparatus. With the continued "cold" in Texas its use has been great.

Sale went great! Jacob, the Asst. Manager, helped me out and was very knowledgeable and Informative. Brought my wife in the next day to pick a log set and made a purchase that same day. Price was very reasonable for Peterson gas log sets (top of the line). They threw in some of the extra's and quoted me a price with installation. Their nearest scheduled install date was X-mas Eve day. Update: Service was performed on 12/24. Technician was knowledgeable, courteous, on-time and cleaned up. Overall, a great experience. Would recommend, would use again.

They were very punctual and came out and did the work requested. I think I got my money's worth as it is a very dirty job, but I would have liked to have seen a little better job with the elements inside, but I am admittedly picky. I would use them again and they did repair the automatic lighter as part of the service.