Unresponsive and Horrible Customer Service

Eagle Automation was the contractor assigned to resolve my FNB claim for my fireplace. I was told that someone from the company would come to my property to investigate the issue the next day. Each time I called them (on 5 separate occasions), I was told that someone would be coming out soon to do the work. I asked them to please expedite the process as my house is extremely cold without my fireplace. Someone eventually came out, who didn't know much about fireplaces, on a Friday afternoon, and said that the whole fireplace will need to be replaced.

The next week, I again had to initiate a call to Eagle Automation for an update, where I was told that they're trying to source repair parts from the supplier. I tried following up after that but they ignored my calls (they have caller ID).

At this point, I was extremely frustrated and asked for the name of the part that they've been struggling to get for the past week. Within 10 minutes, I found the supplier online by myself, the supplier had the part in stock and they were ready to install it themselves or deliver it to me by the next day. It's shocking that they are contracted to the likes of FNB and Momentum!