Fine's Hearth & Patio

Thank you for the kind words, Jeff.

Dolores, thank you for taking the time to share you experience.

Debbie, I apologize for the frustration you have experienced. We attempted to install the door that didn't fit on 11/20/23, the next day we spoke on the phone from 11:47 AM - 12:11 PM about replacing the incorrectly sized door. During that conversation we spoke in depth about unreliable lead times for the replacement because it was coming directly from the manufacturer rather than made to order and you said you understand. After that call, we were scheduled to install the correct door on 12/15/23 if the door arrived in time. You were aware there was a chance that it wouldn't arrive by then and it didn't. Monday, 12/18/23 was the next time we spoke and it was a conference call between myself, you, and your husband. During that conference call both you and your husband were given the option to have the door installed any day that week (12/18 - 12/22) and you both decided on 12/22/23. Our office was closed on 12/22; our one installer on call was going to install the door on the agreed upon date, but was not able to. Once we re-opened the office on 12/27/23, I was made aware the door was not installed and immediately contacted you to apologize for the delay after the nasty voicemail you left for me when we were closed for the holidays. During this phone call, I explained the reason for the delay, apologized profusely for the delay, and offered to personally come out to install the door same day. You told me to refund your money, which I happily agreed to do. I did inform you that I would be eating the cost of the door in hopes you would take my offer of half your money back for what you paid, but I wasn't able to finish my sentence before you raised your voice telling me to give me your money back. I apologize that I made you feel like I was being rude and hung up on you. After we both agreed on the full refund and said goodbye you were the one to hang up. Also, the first time you and your husband came into our showroom looking for fireplace doors I stressed multiple times that lead times on doors are very unreliable because they are usually made to order.