Village Fireplace

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Reviews about Village Fireplace

• Beth Gary
  ★ ☆ ☆ ☆ ☆
  On March 25, we went to Village Fireplace to move forward with the purchase of a Pellet Stove. At that time, Kevin, the owner, informed us that he would need to come look at the space and there would be a $217.25 fee that would be eventually put towards the installation costs.
  
  As we were eager buyers ready to move forward with the Stove we wanted, we agreed. Kevin came to our house on March 29. He mentioned he would be going away on vacation for a week but his installer would come look at the space soon and he would be in touch as soon as he heard from him. I followed up on April 11 and April 16, finally getting a response and notification they would be coming on April 18. As he is leaving my house, he lets us know he will get back to us by Friday, April 20 with a revised cost for the stove, installation parts and installation. I don’t hear from him and once again, followed up twice via email.
  
  Finally, on May 1 (12 days after we were told we would hear from him) we receive this in the form of an email subject line: “Pellet stove estimate based on revised installation method.M-55 pellet stove with adapter,clean-out T, one 45 elbow,two 90 elbows,all pipe necessary and termination.Also with add-on outside air kit using rigid duct pipe instead of flex.Material total $5734.00 plus $494.56 in tax.Grand total of $6228.56.Outside authorized contractor cost at $1500.00 plus tax.” The body of the email simply reads “Thanks - Kevin.”
  
  Now, given the final cost of the pellet stove is $1200 more than originally told, I would expect to see an itemized list explaining why the materials cost what they do. Also, I would expect to see mention of the fact that the $217.25 I already paid would be taken out of the contractor work, which is what we were told when we agreed to it. A bulleted list in an email body would have sufficed. Instead, I simply received a run on sentence that was included in the Subject of an email. Not even in the email itself.
  
  I choose to do business with people who operate professionally and respond in a timely fashion. As this is a several thousand dollar project, I expect to be treated with common professional courtesy. When I emailed Kevin asking for a refund of my $217.25, I did not receive a response. And after following up once via email, I called and was told I had misunderstood what I was going to receive and wouldn’t get a refund because I agreed to the site inspection fee.
  
  While yes, I agreed to pay that initial fee, I did so with the belief that that money would be spent on the eventual work. Unfortunately, I was not treated with common professional courtesy — emails were not replied to in a timely manner and my estimate was not provided in a clear, professional way — and don’t feel comfortable moving forward with spending thousands of dollars with someone who can’t provide that to me.
  
  If I owned a business, I would have immediately called the client once I received the email asking for the refund to explain the misunderstanding and promise to make things right. I, as the client, had to follow up two days later, and left that conversation without any sense that he wanted to make things right. I will be calling my bank to dispute the charge.

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