Wow! Where do I even start with these guys. First let me say to read the review by Sheree M. This will let you in on just a small part of what I experienced from them. I contracted with them to remove my old wood burning insert and install an electric insert. As part of the job they were to dispose of the old insert, place insulation in the flu and cap the chimney. I first visited their store on 1/20, after deciding on a unit Andrew visited to evaluate the job on 1/22. We discussed the scope of work and he left with the measurements of my fire place and I was told by Grace that it would be 1-2 weeks for the install. After waiting 1 week I decided to call 1/29 and see if I was on the schedule yet. (Don't expect a return phone call or return e-mail, their planning module is to react to who ever calls) Next thing I get a call from Andrew asking if they can do the install today 1/29. Excitedly I say yes and they arrive and start work about 3pm or so. Here is where it starts to go wrong. As a customer I expected them to show up with everything necessary to complete the job in 1 visit. They did not allot enough time at the end of the day and had no way of hauling away the old insert. (No trailer) Well out comes the old insert and chimney pipe. (They are now sitting in my driveway) and in comes the new insert. After some assembly it is in and working. At this point I am told by Andrew that they will return the next day to complete the job. Now here comes a rookie mistake. In my excitement of them completing the job that day I had made out the check as payment ahead of time and for some reason without thinking I handed it to Andrew. BAD IDEA!
Well here I am waiting the next day for them to return. They place no value on a customers time and feel it is theirs to use at their leisure. There is no phone call explaining their need to reschedule or reason for not coming back to finish the job. That afternoon I start looking for answers. needless to say I am wondering if this might be a company that takes payment never to be seen again. In a conversation with Grace that afternoon I asked her to please tell me that was not the case. About 6:30 that night I get a call from Andrew apologizing for not being there that day and promising to be there about 11am the next day. At this point I am starting to feel a little disrespected but OK, I always try to be understanding. 11am comes and goes the next day (once again no phone call) and by 11:30 I am once again on the phone with Grace. By this time I am understandingly upset. The word filters down to Andrew and I get a call about 1:30, oh so sorry but I couldn't get the trailer. Some words and excuses go back and forth, nothing major. The 3pm-5pm time frame is offered for that day and I ask Andrew why I should expect him to keep his word and actually show up. Now get this! He actually told me to take it on faith! I quickly told him that all my faith in him had been used up at 11am this morning. after that I just hung up in frustration. About 4pm that afternoon I called Grace once again. My concern now is that since the removal of the old insert I have an open chimney that is drawing cold air into the house every time the heat pump comes on and am concerned that with the forecast of rain coming in some moisture might make it down on the the back of the new electric insert. She exclaimed, "You mean they did not block the flue or cap the chimney". My response of course "NO" Well about an hour later (5:30pm on a Friday) one of the younger brothers shows up in my driveway. You can tell this young man is not happy as he had to drive from Denver to Mooresville on a Friday afternoon across Hwy150. No picnic! Out of the truck he comes and throws a roll of insulation on the ground, attacking the wrapping on it with his box knife like he was just served a tough steak. Now he approaches me and exclaimed that he heard I had some choice words for them that day. He also said something to the effect that I should be happy because they had given me a great deal on the new insert. He was right! I did have some choice words but they were never directed at someone. They were directed at:
1) Lack of planning
2)Lack of communication
3) Failure to execute to commitment
This is without a doubt one of the worst run companies I have ever seen I find it hard to believe that a some point in the past they decided that this was the business model they wanted to use. I am sure that as soon as I post this review that the owner will respond with his tale of woe. but remember that to this day they still have not completed the job. I paid to have the old insert hauled away and the chimney is still not capped. Remember, no matter how the owner responds that we as potential customers know that the dog cannot eat your homework everyday.
In conclusion, read the reviews, do your research. If your goal is to sit endlessly day after day waiting for someone who won't show up or even call then your search is over. read more
