map-marker Mansfield, Ohio

Never told me my deposit was nonrefundable

Kerns Fireplace and Spa, Elida and Celina, Ohio, is a good, reputable company. However, when I went to them to discuss a fireplace insert, the rep assured me it would adjust to fit in my fireplace -- without asking for measurements or coming to look at the fireplace -- and he didn't tell me that my deposit was nonrefundable. When the installer came, it turned out that the insert wouldn't fit properly in the fireplace without cutting down the insert, plus I would have had to hire a contractor to fill in the other side of my see-through fireplace. (All the fireplace brass framing on both sides of the fireplace would be removed and there would be a gaping hole at a right angle to the insert). My $200 deposit was nonrefundable in cash; they give store credit only. Yes, it's written on the quote that deposits are nonrefundable -- but I don't recall hearing the rep tell me it was nonrefundable, and they gave me the paperwork AFTER they ran my credit card. They did their best to find something that would work for my fireplace, but it wasn't much improvement on the gas log that I have now so I declined. Bottom line: They made assurances without checking to be sure they were right, and didn't stress that the deposit was nonrefundable, if indeed they mentioned it at all before I paid.
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Reason of review:
Poor customer service

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