I almost never leave negative reviews for businesses, but this company is unbelievable. All they care about is money and not the customer. Everything has to go through Bobby, who does not answer his calls or respond to messages. When you run a business, that's the least you can do - get back to your customer! We purchased a fireplace for over $4,000 (paid in cash, as the owner insisted) back in December. After a few days we figured out that we needed a different model for easier installation (totally on my part), so we contacted Bobby to see if we can do an exchange. Because we opened the box, he wasn't willing to do it. Then I decided that it's best to have them install the fireplace for us. Since then, we have tried to contact Bobby and Benson (text, email, call) and nobody would get back to us. My boyfriend was able to get a hold of Bobby once, when he told us that his staff is sick and he will schedule a site visit the week after. That was the only time we heard from them. I totally understand the situation and that we are happy to wait, but they did not even make an effort to communicate with us. Not even a text message after we tried to text and call them multiple times. Yet they were so responsive when we were making the purchase. I think that truly shows you what they care about - MONEY. The issue is it is very difficult to hire someone else to just install the fireplace if you didn't buy it from them, that's why we had been trying to reach Bobby and Benson. I'm going to report this business to the fireplace brand (Napoleon - which has this place listed as their authorized dealer), Google, and also consumer protection. I hope nobody else have to go through this experience.
- Company Response
Extremely sorry, we will resolve this by this weekend/Benson