I recently had a very similar experience as Rana. I had a wood burning insert, and replaced it with a gas insert. The owner came out and measured for the new insert. Aaron suggested we cut some side bricks to allow for a bigger unit. Aaron explained exactly what he needed me to do, prior to them coming out. A small tent was even made by us to contain the brick dust for them, for when they would be cutting the side stones away. Let me please make this clear- we removed the old insert, had the gas line ready from them, prepped the house.
so this is where the problem starts...........
When they came to install the unit, everything started off well. When they went to slip/install the unit into the opening- it wouldn't fit. The medal/steel lintel bar was in the way. ( measuring error by the owner )
In the course of trying to install the insert, they broke one of my large, thick hearth stones. This was the only way they could get this in. Once the insert was installed, the face of the unit sat down far below the top of where the hearth stone would/should be. If left this way, it would not ever allow us to be able to open the glass to clean the unit or to service it. The bottom of the glass of the unit was 2 to 3 inches below where the top of the hearth should have been. When I questioned this, I was told by Aaron, it doesn't look too bad if you step back. Seriously......
With the insert now sitting lower than it should, bricks that were to be covered by the surround are now exposed above the surround- leaving a large gap. Aaron's answer to this was- Just put a piece of limestone up.
"I think it will look nice". Nice if you want a brick fireplace with a piece of limestone- in an odd place with a brand new custom mantel going over it. Sounds like a hot mess to me.
Aaron the owner did say he would order some stones to fill in the gaps. He would drop those off the following Tuesday for me. It's been almost 8 weeks later, no stones- and he isn't returning calls. To his credit- he did return 2 calls early on. But follow up calls on where our bricks are have not been returned.
I will say, I did have a very good experience with Aaron 4 years ago. Not sure what has happened to his customer service skills. I finally received a call today, saying he hadn't gotten back to me because he was busy with customers over the long weekend. What about taking care of the customers you have? You can have great products, but poor customer service will put you out of business. Word of mouth, will hurt you every time. New Customers, beware!!!
On top of it all, I was there the entire time and they never came and said we have a problem, do you want me to continue with the install or take this unit back and order one that will fit.
He did want to be paid in full, and of course since I had worked with him prior, I trusted him. BIG MISTAKE ON MY END. So now I am left to clean up his mess, while he has my money.
He doesn't return emails, calls, messages left at the store or texts.
Beware- go down the road and find someone who cares about his customers. read more
