Thank you Mr. D for your review. Providing us with feedback allows us to continue to improve our process and procedures.
We are genuinely sorry that the unsafe condition of your fireplace was not identified on an earlier service call. Your fireplace looked like a beautiful job on the surface. It was not until I had to pull the fireplace out of the cavity that I became aware of the condition in behind. We first serviced the fireplace in 2009. Since you state that it has had regular cleaning in the past 20+ years, the problem was also not obvious to the service technician that serviced your fireplace prior to 2009, as well as on our previous two service calls since 2009.
Not having identified a fire/safety hazard previously is never justification for not doing something to correct the situation once a problem has been found. More importantly, a problem was identified and action was taken to prevent an incident. It is a fact that unsafe equipment can cause loss of property and life. At Gas Fix, we care about our customers and our staff are constantly working on improving operating methods. From rigorously following the gas code, manufacturer’s codes and installation instructions to vacuuming up after our work and leaving the premises in the same or cleaner condition, we take the extra steps for our customers.
We are required by the gas code, the gas company, such as Enbridge, and Ontario law to report the conditions that are unsafe or against the Ontario gas code and turn the gas burning product off. So we do that to protect our customers and through them, ourselves.
We find that when we advise customers that an unsafe condition exists and we have to shut down the offending product, we get two types of responses. The first response is concern about their welfare. People say well if it is unsafe I don’t want it in my house. The second common response is anger and since I am the only one around, that anger is directed at me, not at the original gas technician that did such a bad job and put your house and family in jeopardy. Even when it is explained it is a hazard, the response is to leave it the way it is and not do anything.
Unfortunately, once I identify a problem, then the liability becomes mine. I become responsible for the whole job and any future consequences. TSSA, the government organization that controls gas licenses, has been very clear that the last person will be held accountable.
Your reaction was one of anger. I think your anger still shows in your review a month later. You made it quite clear that you wanted me to over-look the fire hazard that was your fireplace and just leave it be. I explained I could not do that.
I must not have been clear when I said to you that I am not going to put your life or my gas license in jeopardy by leaving this fireplace operational. As the last man to touch your fireplace, I am now responsible for it and the poor installation that is the cause of concern. Any comments about your home were only related to the condition of the fireplace installation.
I must apologize if, when dealing with your anger, I became defensive and came across as rude or disrespectful. It is hard to remain detached from the situation as much as I try to maintain my composure.
Every customer is important to us and we regret your decision not to call Gas Fix in the future. We wish the best to you and your family. ~ Scott (Head Technician)
Reply created 16 Jan 2017