I have used the Company previously and was very happy. Called again to get gas fireplace looked at. Charged me for a diagnostic, said that they need to order a part for it, and despite repeated calls to them, they have not followed up. Very unhappy customer.
- Approximate cost of services:
- $160.00
- Company Response
Hi DK,
I am terribly disappointed about this delay in getting your fireplace repaired. I am the owner of Premi-Air and I would love to speak with you to get this issue resolved. I was not aware about this issue until now and I wish you would have called my office and asked to speak directly with me and I would have done anything in my power to resolve.
Please send me a direct email to Joe@premi-air.ca and I will call you right away to get this issue resolved.
Thank you so much!
Hi Again DK,
This is Joe Simon again. Firstly, I would like to let you know that our company policy is that all service follow work up be priced and presented to our customers in real time as the work is performed with no delay. I have investigated and found out why we have not succeeded yet in getting you the gas valve for your Vanguard fireplace. Bob has actually followed up quite a bit with our suppliers to find your gas valve. Unfortunately, Vanguard, the manufacturer of your fireplace, does not have a distribution channel in Canada so we cannot get OEM parts for your fireplace in Canada. They can be ordered directly from the US but they cannot assure us that the parts will be approved for use in Canada. I have researched the valve extensively and have found a Canadian approved valve that should work for your unit. I have made inquiries by the manufacturer of this valve to confirm that it will work properly for your unit. I am waiting for confirmation from them before we can replace your valve.
I am truly sorry that this is taking so long but the most important thing is your safety and the safety of your family. Therefore, we must only use safe and approved components in all our work. Since your fireplace is not readily available in Canada and is not supported in Canada, it is taking longer to ensure the correct repair parts. We are doing everything in our power to resolve this but we are dependent on information from manufacturers that we require before we can proceed. We are waiting for this information and this is specifically what is causing the delay.
As soon as we confirm the correct valve that is approved for safe use in Canada we will get in touch with you.
Regardless, please contact me directly at the office 416-781-1054 ext. 23 so I can explain further.
Thank you so much for your business and I apologize for not meeting your expectations.