Receptionist told me to f myself
My fireplace was recalled and had to have a new one installed last fall. I cannot get the pilot light on. I emailed and called several times. The receptionist tells me about all the problems he is having with the owner. Goes on a rant about how he wants to get fired. The most unbelievable conversation. Then he gets very abusive. I have been a customer for over a decade but this was unbelievable. I was in the process of booking a service call when he hung up on me. Literally the most bizarre experience I have ever had. I really do not recommend this company. Scott has very rude disgruntled employees. This is very unprofessional.
- Approximate cost of services:
- $4,000.00
- Company Response
Thank you for Mrs. G for your review as we do appreciate your feedback. However, you don't tell the whole story in your review.
You told us that you didn't want a service call. Then, you told us it was a gas fireplace that you did not want or need. You don't want/need the fireplace but it's cold and not working after YOU shut the pilot off in the spring. We routinely advise customers to keep the pilot on as it deters spiders, which is the most common issue that we see with fireplaces.
Your prior gas fireplace was an Instaflame FSDV30TN. The Technical Standards and Safety Authority issued a Director's Safety Order#FS-195-12 in September 2012 and a Director's Public Safety Order #FS-222-2016 in November 2016 to indicate that those fireplaces shall not be sold, leased, rented, installed or USED in Ontario. It's because that unit was not safe. Also, as the manufacturer (CFM) is no longer in business, there is no retrofit repair for the unit. It can only be replaced as per the TSSA.
Further, we explained the warranty process in detail for you. We were prepared to go out on a service call under warranty for the current fireplace but you were not satisfied with the time frame provided. Unfortunately, we are booking three weeks out now and you wanted same day service that unfortunately we could not do. You were the combative one in the conversation as soon as it was mentioned that we could book a call for the 15th. We tried to book a service call for you but you became abusive to our staff.
Last, we have a zero tolerance when it comes to people being abusive to our staff. You told our staff member that he could go "F" himself first and that you were going to get him fired. We do not condone the type language used by our staff and we do apologize for that. However, it is not acceptable to be verbally abusive and combative to our staff.
At Gas Fix, we strive to provide quality service and care to all our clients. Unfortunately, there are circumstances where no matter how hard we try, it becomes clear that this is not possible. All the best to you and your family. ~ GAS FIX ~