Four years ago I bought two gas fireplaces from Woodburners Two in Falls Church, Virginia.
I love my fireplaces, but from day one I have had nothing but trouble from the people who work there.
The word clusterfuck comes to mind.
After months of trying to get my gas inserts installed I vowed that I would never deal with this company again.
But oh, I am a glutton for punishment so when my pilot light went out in my downstairs fireplace the other day I called Woodburners Two.
They told me to relight my pilot light. That there were directions online.
They said if I couldn't figure it out they could come service it in 11 days.
11 days! It is winter!
I went on their website and after 20 minutes of searching (I work online. I am on the internet at least six hours a day, I know how to navigate a website) I finally found the "instructions".
My husband, who has an engineering degree and builds buildings for a living couldn't make sense out of their directions.
I called Woodburners Two back and left a message that I would like to make an appointment for service.
Nobody called me back. It has been three days. THREE BUSINESS DAYS.
This morning I called again. A woman answered the phone like this (I am not making this up):
"Is this Woodburners Two?"
I said "Oh, I am trying to call Woodburners Two."
She said "Oh, we're not open yet."
I said "Okay."
Then she said "Fine. What do you want?"
I said "I'd like to make an appointment for service."
She said "Service isn't open today."
Yes people, Woodburners Two doesn't have Saturday service. They don't even take calls for service on the weekend.
I said "Well, I left a message on Wednesday and nobody has gotten back to me."
The woman said "Well, yeah. She is busy and she is getting back to people in the order they called."
I said "Oohhhhhkayyyyy".
And then she didn't say anything!
I said "I am very disappointed in your customer service."
She said "We're very busy."
I said "I'll call another place that can service my fireplace."
And then I did.
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Woodburners Two has given me no compensation for this review. In fact, they have given me nothing but grief for four years.