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Stephenville Fireplace Installation And Maintenance Articles
staff was knowledgeable and I purchased from them with confidence. I checked
Angie’s list before the purchase.
When picking up the fireplace at the store, I noticed the ...More /> box had damage on the side, towards the bottom in the form of a hole, several
inches across (possibly from a fork-lift).
(This was not the first unit that apparently had damage; another one
that I did not see was rejected by the store, causing a delay in receipt of the
unit I received). One employee suggested
we open the box and inspect it. Another said there was no need as he had
inspected it, pointing out that the box had been re-taped at the top by him.
We secured the fireplace in my car and I took it home. The
transport occurred without incident.
Upon carefully opening the box I found there was a large
chip out of the top of the fireplace. The damage was not located where the box
was damaged. The fireplace appeared to have been well packed and there were no
signs of damage to the box near the damaged top. Other than the top of the box
having been re-taped, there was no other evidence of the fireplace having been
I reported the damage to the store, requesting a replacement
top only, as the rest of the unit was OK. The email response I received made
the claim that I must have damaged the fireplace and said they cannot warranty
chips once the unit leaves their store. The store has nothing in writing about
such a warranty limitation and nothing was said to me when I picked up the fireplace. The store policy was only stated after my
reporting the damage.
I subsequently visited the store to show them the damaged
component and to speak with the store owner.
The employee who inspected the unit was also there. When I showed them
the damaged piece, the employee admitted that he had not inspected the entire fireplace,
only the place where the box was damaged by opening the top of the box and looking,
without unboxing the fireplace or unwrapping the top for inspection. Immediately the store owner then insisted he
had personally opened the box and inspected the entire fireplace top-to-bottom.
This would have required that the fireplace be unpacked completely from the
original manufacturer’s box.
The store owner offered the following options: 1) to refund
the entire purchase price, 2) to pay half of the cost of replacement of the fireplace
top, and 3) to touch up the damaged piece.
None of these options is acceptable to me. The unit was purchased with a special
discount coupon obtained through an auction and during a once-a-year sale from
the manufacturer; a full refund would require me to pay a much higher price for
the fireplace from another store. Payment of half of the cost to replace the
damaged fireplace top is not acceptable as the unit was damaged upon
receipt. Repair of the component is not
acceptable and would not have a favorable result given the highly visible
location and extent of the damage on the top of the unit.
The installers did an excellent job.
project took two complete eight hour days. My yard was cleaned up after each day and the at end I had an awesome new fireplace.
Ordered the service through Angie's List messaging. Prompt communications.
First day was removing the old brick fireplace front (not veneer like many modern homes), cutting and installing the new stone veneer fireplace front, and cutting and installing the new stone hearth. Total time was about 9 hours.
Day two was installing the stainless steel chimney liner. This took a bit longer than anticipated as my fireplace had a very tight offset throat. The new fireplace insert was also installed.
The technicians were very professional and polite, and did a fair job of cleaning up the dust (although it does get just about everywhere). Final product was as good or better than anticipated.
We think we're the best, and we can prove it.
Try an annual plan and if you want to cancel in your first year, we'll refund you 110%
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