Extremely bad experience for our fireplace repair
BOB, a fireplace contractor, recommended MARK to fix the fireplace in our condo. When somebody called me I asked if this was MARK, he responded "yes", so he came to our place. After almost 2 hours this person could not fix the fireplace. At the end, his name was not MARK, but DWAYNE, so he impersonated MARK. I contacted SCOTT, the owner, to complain. He was very rude and did not acknowledge Dwayne did something wrong. I asked him about the charges on the invoice and he told me the $94 Service Call is "just to ring the bell at your house" and does not include cleaning the fireplace. So we had someone sitting down for 105 minutes trying to figure out what is wrong with the fireplace, we paid $307 (tax included) and the fireplace still does not work. I will never call this Company again or recommend their services at all.
- Approximate cost of services:
- $307.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Thank you Marissa and Luigi for your review. In over thirty-five years, we find that most problems are related to communication. In this circumstance, there is a language barrier which makes clear/concise communication difficult. We would like to clarify some points that are not noted in your review.
On September 29, 2017 at 12:31 PM, MARISSA called Gas Fix and spoke with our administrator, Victoria. There was no mention from Marissa that this was a referral from Bob or Mark. Neither person was mentioned. She booked a service call with Gas Fix to have the fireplace serviced on October 2, 2017 with an arrival time between 12 and 2 PM. Victoria advised Marissa, in detail, on costs. She advised her that it was $94 to dispatch our technician plus labour at $96 per hour. We cannot quote on parts as we don’t know what is required, if anything, though our technicians do carry over 300+ of the most common parts on their vehicle.
To say our technician was impersonating Mark is false. If true, why would he give you a business card with his name on it? Our understanding was that Mark was the person who referred you to Gas Fix. Again, upon booking the call on September 29, Marissa made no mention of Bob OR Mark to our administration staff.
We identified the issue with your Continental fireplace - which Marissa misidentified as a Majestic - as a venting issue and issued a Union Gas infraction notice indicating the fireplace and/or piping is unsafe and the gas supply to the unit was shut off. If we could have had access to the roof, our technician could have provided additional information in regards to the ventilation issue your gas fireplace was having.
When we advise customers of an infraction issue, there are two responses. The customer is appreciative that we advised on an unsafe condition & took steps to correct it. The second response is frustration and that gets directed towards our staff. Your frustration is reflected in your review.
As the former accountant for the six condo buildings and clubhouse at Bishops Gate, I would recommend that when you have any issue with your condominium unit, you should contact the Property Manager or Management Office to find out if they can recommend one of their preferred vendors.
Every customer is important to us and we regret your decision not to call Gas Fix in the future. We wish the best to you and your family. ~ Jason Lavoie, Office Manager ~