PW
Pieter W
1 reviews | Active since May 2023
21 May 2023, 07:38
Woodburner Oven
I had Heatwave boksburg install a woodburner oven in my home in May 2023. Although the transaction was not cheap, the installation crew did a great job. on completion, I noticed that the external flue pipe terminated about 200 mm above the house par****t wall, which concerned me, because i was afraid that the flue gasses and smoke may discolour the wall due to the closeness to the flue outlet.. When looking at their installation instructions from Heat wave, I noticed that they specified that this distance should be a minimum of 500 mm. When contacting them after the installation, the manager disagreed with their own instructions and refused to extend the flue unless I agreed to pay for it. Secondly, they left a fireproof glove which is used to open and close the oven door during operation. However, when I tried using this glove, I discovered that the glove was made from a plastic material which melted and dicoloured the door handle and got stuck against the door glass panel. Its not just these 2 errors by Heatwave that annoyed me, but the arrogance and attitude of the manager, who was clearly not concerned about my complaint. I would not recommend this supplier to any propective clients looking for a Woodburner.
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Heatwave Boksburg's replyOfficial
27 May 2023, 10:48 To Mr Pieter W
Thank you kindly for the hellopeter post, because now it gives us the opportunity to inform the public of what really happened with this transaction.
You and your wife visited our showroom to buy a fireplace for your home, but because you don’t have a standard installation at all we went to your home to do an estimated quote for you.
In the showroom the sales lady made it very clear to you and your wife, that we only charge for what we use on installation, and that it is not possible to give a 100% exact length for the chimney on a quote because we can’t see the distance between the ceiling and the roof on a quote. We can only confirm that on installation when the installers open the roof. We said to you: if we use less we deduct, if we use more we add to the invoice.
The chimney came out just underneath a pa****t wall on your FLAT roof, and our owner – who was also on installation gave you a 500mm double insulated chimney FOR FREE so that the chimney is sticking out above the wall.
In the user Manual that you are referring to in your complaint, it only refers to an Apex roof, NOT a flat roof like you have at all. The manual is a guideline for customers who install their own fireplaces. Your chimney does come out above the pa****t wall and according to our 25 year experience, it is fine and will work.
When you phoned the day after the installation to request that we extend the chimney, we offered to extend it at NO CHARGE you just need to pay for the chimney.
Then a few days later you phoned the sales lady and spoke to her like no one has spoken to her in the over 20 years that she has worked for Heatwave. She was in tears after you shouted and said the most horrible things to her. She was only trying to give you the facts, because she helped you in the showroom and knew exactly that she said to you that you ONLY PAY FOR WHAT IS USED. You said you will go buy your own chimney somewhere else and install it yourself.
It was only after you threw the phone down in her ear while she was still trying to explain why you need to pay in for another length of chimney, that the owner called you back and gave you the facts, and explained that we already gave you an extra piece for free, and that he is satisfied with how the installation was done.
Regarding the glove that was supp**** with the unit, the factory informed me this week that our supplier that we have used for over 10 years, has supp**** us with different gloves and that they have too much synthetics in and can’t handle the heat of a fireplace handle, we were not informed by the supplier that they changed our gloves, this matter was handled in a very serious matter by our factory. Your complaint was the second one nationwide. We immediately removed all the gloves from all the units and got a pure cotton-denim glove which works very well. We will gladly deliver one for you. So sorry about the inconvenience, we were not aware of this when we installed your fireplace.
We hope this post will clear all doubts anyone might have.
Thank you kindly for the hellopeter post, because now it gives us the opportunity to inform the public of what really happened with this transaction.
You and your wife visited our showroom to buy a fireplace for your home, but because you don’t have a standard installation at all we went to your home to do an estimated quote for you.
In the showroom the sales lady made it very clear to you and your wife, that we only charge for what we use on installation, and that it is not possible to give a 100% exact length for the chimney on a quote because we can’t see the distance between the ceiling and the roof on a quote. We can only confirm that on installation when the installers open the roof. We said to you: if we use less we deduct, if we use more we add to the invoice.
The chimney came out just underneath a pa****t wall on your FLAT roof, and our owner – who was also on installation gave you a 500mm double insulated chimney FOR FREE so that the chimney is sticking out above the wall.
In the user Manual that you are referring to in your complaint, it only refers to an Apex roof, NOT a flat roof like you have at all. The manual is a guideline for customers who install their own fireplaces. Your chimney does come out above the pa****t wall and according to our 25 year experience, it is fine and will work.
When you phoned the day after the installation to request that we extend the chimney, we offered to extend it at NO CHARGE you just need to pay for the chimney.
Then a few days later you phoned the sales lady and spoke to her like no one has spoken to her in the over 20 years that she has worked for Heatwave. She was in tears after you shouted and said the most horrible things to her. She was only trying to give you the facts, because she helped you in the showroom and knew exactly that she said to you that you ONLY PAY FOR WHAT IS USED. You said you will go buy your own chimney somewhere else and install it yourself.
It was only after you threw the phone down in her ear while she was still trying to explain why you need to pay in for another length of chimney, that the owner called you back and gave you the facts, and explained that we already gave you an extra piece for free, and that he is satisfied with how the installation was done.
Regarding the glove that was supp**** with the unit, the factory informed me this week that our supplier that we have used for over 10 years, has supp**** us with different gloves and that they have too much synthetics in and can’t handle the heat of a fireplace handle, we were not informed by the supplier that they changed our gloves, this matter was handled in a very serious matter by our factory. Your complaint was the second one nationwide. We immediately removed all the gloves from all the units and got a pure cotton-denim glove which works very well. We will gladly deliver one for you. So sorry about the inconvenience, we were not aware of this when we installed your fireplace.
We hope this post will clear all doubts anyone might have.
Heatwave Boksburg's reply27 May 2023, 10:48
Official
To Mr Pieter W
Thank you kindly for the hellopeter post, because now it gives us the opportunity to inform the public of what really happened with this transaction.
You and your wife visited our showroom to buy a fireplace for your home, but because you don’t have a standard installation at all we went to your home to do an estimated quote for you.
In the showroom the sales lady made it very clear to you and your wife, that we only charge for what we use on installation, and that it is not possible to give a 100% exact length for the chimney on a quote because we can’t see the distance between the ceiling and the roof on a quote. We can only confirm that on installation when the installers open the roof. We said to you: if we use less we deduct, if we use more we add to the invoice.
The chimney came out just underneath a pa****t wall on your FLAT roof, and our owner – who was also on installation gave you a 500mm double insulated chimney FOR FREE so that the chimney is sticking out above the wall.
In the user Manual that you are referring to in your complaint, it only refers to an Apex roof, NOT a flat roof like you have at all. The manual is a guideline for customers who install their own fireplaces. Your chimney does come out above the pa****t wall and according to our 25 year experience, it is fine and will work.
When you phoned the day after the installation to request that we extend the chimney, we offered to extend it at NO CHARGE you just need to pay for the chimney.
Then a few days later you phoned the sales lady and spoke to her like no one has spoken to her in the over 20 years that she has worked for Heatwave. She was in tears after you shouted and said the most horrible things to her. She was only trying to give you the facts, because she helped you in the showroom and knew exactly that she said to you that you ONLY PAY FOR WHAT IS USED. You said you will go buy your own chimney somewhere else and install it yourself.
It was only after you threw the phone down in her ear while she was still trying to explain why you need to pay in for another length of chimney, that the owner called you back and gave you the facts, and explained that we already gave you an extra piece for free, and that he is satisfied with how the installation was done.
Regarding the glove that was supp**** with the unit, the factory informed me this week that our supplier that we have used for over 10 years, has supp**** us with different gloves and that they have too much synthetics in and can’t handle the heat of a fireplace handle, we were not informed by the supplier that they changed our gloves, this matter was handled in a very serious matter by our factory. Your complaint was the second one nationwide. We immediately removed all the gloves from all the units and got a pure cotton-denim glove which works very well. We will gladly deliver one for you. So sorry about the inconvenience, we were not aware of this when we installed your fireplace.
We hope this post will clear all doubts anyone might have.
Thank you kindly for the hellopeter post, because now it gives us the opportunity to inform the public of what really happened with this transaction.
You and your wife visited our showroom to buy a fireplace for your home, but because you don’t have a standard installation at all we went to your home to do an estimated quote for you.
In the showroom the sales lady made it very clear to you and your wife, that we only charge for what we use on installation, and that it is not possible to give a 100% exact length for the chimney on a quote because we can’t see the distance between the ceiling and the roof on a quote. We can only confirm that on installation when the installers open the roof. We said to you: if we use less we deduct, if we use more we add to the invoice.
The chimney came out just underneath a pa****t wall on your FLAT roof, and our owner – who was also on installation gave you a 500mm double insulated chimney FOR FREE so that the chimney is sticking out above the wall.
In the user Manual that you are referring to in your complaint, it only refers to an Apex roof, NOT a flat roof like you have at all. The manual is a guideline for customers who install their own fireplaces. Your chimney does come out above the pa****t wall and according to our 25 year experience, it is fine and will work.
When you phoned the day after the installation to request that we extend the chimney, we offered to extend it at NO CHARGE you just need to pay for the chimney.
Then a few days later you phoned the sales lady and spoke to her like no one has spoken to her in the over 20 years that she has worked for Heatwave. She was in tears after you shouted and said the most horrible things to her. She was only trying to give you the facts, because she helped you in the showroom and knew exactly that she said to you that you ONLY PAY FOR WHAT IS USED. You said you will go buy your own chimney somewhere else and install it yourself.
It was only after you threw the phone down in her ear while she was still trying to explain why you need to pay in for another length of chimney, that the owner called you back and gave you the facts, and explained that we already gave you an extra piece for free, and that he is satisfied with how the installation was done.
Regarding the glove that was supp**** with the unit, the factory informed me this week that our supplier that we have used for over 10 years, has supp**** us with different gloves and that they have too much synthetics in and can’t handle the heat of a fireplace handle, we were not informed by the supplier that they changed our gloves, this matter was handled in a very serious matter by our factory. Your complaint was the second one nationwide. We immediately removed all the gloves from all the units and got a pure cotton-denim glove which works very well. We will gladly deliver one for you. So sorry about the inconvenience, we were not aware of this when we installed your fireplace.
We hope this post will clear all doubts anyone might have.