Fireplace Plus Ltd

1.0 star rating
1 review

Category: Home Decor  [Edit]

900 Hopkins Street
Whitby, ON L1N 6A9
(905) 668-3192
Price Range:
$$
Accepts Credit Cards:
Yes
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1 review in English

  • Review from Paul L.

    Photo of Paul L.
    • 7 friends
    • 35 reviews

    Whitby, ON

    1.0 star rating
    2/6/2012

    I've dealt with Fireplace Plus twice and both times I've had issues. The first time was to obtain parts for my Vermont Castings BBQ. I ordered 2 burners, which they had to order in. They said that they would call when they arrived, but they didn't. When I dropped by to pick them up, they only had one ... they think they sold the other to someone else. In addition, the burners didn't include screws and the person didn't suggest that we buy some, even though he said that these were common burners.

    Six months later, we had a problem with our gas fireplace not starting after the fall. We dropped by the sty ore, and they indicated that it was likely due to rust build up or spiders. They said that they could vacuum out the blockage, and sent someone later that day. However, they weren't able to vacuum out the blockage and indicated that we would need a new ignition assembly, which was fine. Unfortunately, they didn't have the part in stock and would have to order it. They said that they would contact me the following week once the part was in. Again, they didn't call me and I had to call them. Eventually, the part came in and they called on a Friday morning asking if they could come to install the part. I said yes, but they never came. I called to complain, and they said that they would come on Saturday. We waited around, but no one came and no one even called us. At the end of the day, I called them and asked to speak to the manager. They said that someone would come out on Sunday, but again no one arrived. Needless to say, I was not happy about wasting 2 days sitting around the house waiting for them to show up. Finally, we arranged to have someone come in the following Saturday.

    After talking to the installers, it seems that a significant part of the problem is the owner's inability to communicate effectively. Rather than calling his installers to confirm appointments, locations, and work to be done, he sends people texts, which assumes that people are able to receive. In a niche commodity-based business, such as his, customer service is paramount. This is a lesson that he has not yet learned.

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