I chose to buy from them because they were close to home, and wanted to make sure we were taken care of in case of issues. We recieved great customer service in the beginning when we were looking to purchase the fireplace which cost us over $9,000.00. But that's when it all ended, after I went to pick up my fireplace.
My contractor at the time looked at the Fireplace, and told me I should have Maple Air install it as it was much bigger and more complicated than what he was used to. So I listened to him, and hired Maple Air for the installation. Figuring they sell the product so they should know how to install it.
The Fireplace was installed with all the ductwork that I had to pay for, and off they went. This Fireplace is in a room with 30' ceilings, very grand and a focal point to our home. So we cement boarded the wall and it was ready to get tiled as a feature wall should. Right from the first day, when we turned it on, it emitted a smoke that kept causing our fire alarm to go off. This happened for a week straight, and I was told this was normal. After a week, the smoke went away and the Fireplace would shut off after a minute of running. I decided to postpone the tile work.
After my first email to Maple Air, it took them a week to come in, open the Fireplace and told me the flame sensor was dirty, and they cleaned it so it will be good now. It worked for another 2 nights, then stopped again. It took them another week to get back to me as they ignored my emails and messages, and did not attend to our pleas for help. I wasted so much time waiting for them in some cases, they were always very late, or wouldn't show up.
October 6th I wrote a stern email demanding they fix the Fireplace or refund our money. They finally fixed our fireplace on Monday Dec 12, 3+ months after it was installed. The problem? It was installed incorrectly with the wrong glue. So the glue was giving off fumes that was making the flame sensor dirty.
Now let me explain how it was fixed. My wife and I had to scream and yell at the top of our lungs over the phone after they missed another Monday appointment (promised they would fix it Monday the 12th in the morning) and they finally reached out Monday night at 7pm that they wouldn't make it. So we screamed, yelled, cursed, stressed ourselves out to get some help. Guess what? It worked, as they had someone at our home 1hr later.
Shows up to our home at roughly 8pm, and starts by telling me how he doesn't understand why I can't wait until tomorrow, that his child is sick, making me feel guilty... I told him to leave if he has to go, and it's not fair that he comes into my home and makes me feel guilty about wanting my Fireplace to work after 3 months.
This is the same technician they sent a month earlier to clean the sensor, who didn't take his shoes off in our home, made a mess and left. So I knew what to expect and had to convince him to lay down drop sheets for this Repair. They tore up my wall, removed the venting, found the incorrect glue that was installed all over the venting, and even found some spray foam insulation behind the vent on the outside that was VERY incorrect. They showed me this foam and said to me ,"who did this, my installers would never do this". In a way, like this is the problem, and they didn't do it. Of course you did! Why and how would I spray foam into a Fireplace Duct that is 12 Feet off the ground on an outside wall?
They left my wall in pieces, completely disassembled, and dirt and construction materials all over the floor. I asked the repair Guy if he can at least just put the framing together for me so I'm not stuck like this, he told me it's not his responsibility.
I sent a message the following morning to the Manager at Maple Fireplace asking them to send someone to put the wall back together as Christmas is just around the corner. They completely ignored me after this.
So. I spent $9,000 for a Fireplace, it was installed incorrectly, as a result we suffered an immense amount of wasted time and frustration. Had to tear up a feature wall, and they refused to at least fix it, let alone cover the cost of the repair that was THEIR FAULT.
I had to spend $330 to repair this wall because of Maple Air mistake. Now here I am 4 days before Christmas and I can't get anybody to come Tile this wall so it's ready for party. My wife is devastated, I'm so frustrated.
I very much regret choosing this company for my Fireplace needs. It's caused my wife and I so much grief and stress, and they honestly do not care. Not even a follow up apology, or recognition, nothing at all... we had to fight so hard for the we service that we needed, and it shouldn't be that way. No Customer needs to suffer this much to get service from a company.
We needed two more fireplaces for our home to replace older ones, and will definitely not be buying from them.
