Firstly, I would like to state that the original service call (by Joe) to look into my old fireplace and quote for a new one, was very good (Cost: $167). I was also happy with the service on the installation of the new fireplace (Cost: $1600). However, after using the new gas fireplace a few times, the logs started collect a lot of soot. I was told by Joe (the technician who come over initially) that I could use the old logs with this fireplace. The earlier fireplace using the same logs did not generate any soot over the 5 years I have been in this house. Now, Scott says that gas fireplaces creates soot and it is normal, even though a lot of research on the internet & my experience with my old fireplace, says otherwise. Apparently, GasFix does not take responsibility for after-sales, and Scott refused to send some one over to have a look. I am disappointed that after spending 167 to look into the old fireplace and 1600 for a new fireplace, I have to get some other company to rectify the issue, just one month after installation. I expected someone to at least come and have a look at the issue, but it appears that after sales is not a priority with GasFix, this after being assured that if there is any issues I just have to call them. The surprising part is that when I called regarding the soot, they mentioned that it is not normal and were ok with sending someone to look at it. Once Scott realized that they themselves had installed the fireplace, he did not want to send anyone (since they may not be able to charge me, I assume) and kept saying that it is normal.
- Approximate cost of services:
- $1,600.00
- Company Response
Praveep – First, we would like to thank you for taking the time to write us a review. We are pleased that you found the initial service call good and that you are happy with the installation of the new gas log fireplace. Second, we would like to apologize for the miscommunication that transpired after the installation and will do our best to provide some insight. When you and I (Jason) initially spoke to arrange the return call to check out the unit, I did mention that sooting is not normal and we did arrange to send out our technician. As I am not the technical one nor one of the gas technicians, I was incorrect in my assessment, considering the type of fireplace you had, and the general manager, Scott, clarified the difference to me. For those fireplaces that are fully enclosed, sooting is not normal and the unit would have to be serviced. For gas log sets, such as the gas log set you have, sooting is normal. With the decorative style burners available today that have an ember bed, sooting is normal unlike those burner systems made in the past, such as your previous Wanderflame gas log set. Again, we are sorry for the miscommunication that happened. If you would like to give us a call, we are willing to send out the head technician to service the unit at no costs to you or make alternate arrangements to your satisfaction. ~ Jason ~