Public Mediation

Barbara Whitfield vs. North Atanta Fireplace

Company will not stand behind this expensive product

B. W. vs. North Atlanta Fireplace Inc
5933 Peachtree Industrial Blvd Ste B-1, Peachtree Corners, Georgia, 30092-3419, United States
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Statement of Claim
Claimant says:
"We have a $1923 fireplace from these people that DOES NOT WORK. It was installed by a separate company that will not come out to fix it unless we pay them for another service call. The pilot went out 15 minutes after the installer left. I waited to call them back and now 3 months later they won't fix it. North Atlanta Fireplace tells us to call the installer. We just bought it in July. It is now Oct and neither company will stand by the product or the installation. They don't stand behind their products,"
Reply Have a similar problem?
  • 06-30-2016 — Purchase date
Additional Communication Between Claimant and North Atlanta Fireplace Inc Hide
  • Nov 08, 2016, Claiming party added:
  • We NEVER turned it off. It turns it self off. Your "reputable" business has a bunch of F's from other costumers besides us. This was installed only 3 months ago and all we are asking is for someone to come out and relight it and watch to see what happens -- if it needs some repair. Any reputable company would do that. I am not bullying you however you have over $1900 of our money and we have a product that doesn't work. Yes, I am angry and rightfully so. We contracted with you for a fireplace that would work and you won't stand behind your installation and product. You are not keeping up your end of this agreement.

What Claimant Wants Hide
Just make me happy!
Claimant invites North Atlanta Fireplace Inc to make a fair offer.
1. fix it Nov 16, 2016 $0.00
2. Other – Pay for claim posting cost Nov 16, 2016 $7.99
3. Other – Physical delivery charges Nov 16, 2016 $4.99
Cash total : TBD
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • "The customer is trying to bully and blackmail our company as evidenced by her "offer":"Our gas fireplace from your company is only 3 months old and you won't take responsibility for it not working. If you send the installer out to fix it with no charge I will withdraw this complaint and the reviews I have placed on many review sites."-her words not mine.

    We have already explained that we would be more than happy to send a technician out and, if there is a warrantable problem, resolve it at no charge. However, the customer acknowledges having turned the gas supply off and, more than likely, the pilot needs to be relit properly. This is not warrantable and would result in a service charge. She does not like that and has threatened everything from legal action to bullying on the internet-like this. We are a reputable business and take care of our customers-most of whom understand that the term "warranty" does not mean fix everything no matter who is responsible. We own it when we are responsible as we would in this case IF there is a manufacturer's defect per the warranty terms."

This claim will remain posted until resolved.

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  • Contributed Solution: by Steve McAllister On 11-13-2016
    Is pilot light so hard to light? Atlanta Fireplace should maybe take advantage of a learning opportunity More...
If you are a party to this claim, click here.
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