KS
Kabir S
1 reviews | Active since Dec 2018
19 Aug 2022, 11:38
Horrible pathetic service
Terrible and pathetic service from both of their branches mainly randburg branch. They sold me an inferior quality fireplace were the glass turned blue after many requests to have it changed they kept giving excuses that its self cleaning glass and all nonsense stories. Eventually refunded the unit but charged for the glass which they couldn't clean but expected me to clean also took my chimney cut it up promised to pay and hasn't paid don't respond to emails even the owner of the company Kristo behaves the same . As for the branch manager Monique she has needs serious help with her attitude. In my opinion stay away from this company they are *****. I have even had their unit shown to 1 of their retailers and they agreed that the glass not supposed to change color as well as their sales manager in Cape Town LoveJoy agreed to the same. All correspondence is on emails. However do watch out they quick to take your money.
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Hydrofire's replyOfficial
07 Sept 2022, 10:57Good Day Mr. Singh
Thank you for your review. Unfortunately, I cannot agree with the facts stated in your review. Firstly, the glass of the unit comes in a blue tint as I am sure you saw when you collected the unit at our branch, the glass does not turn blue once the unit has been used. On your request to us sent on 27 June 2022 you specified that your customer does not like the blue color of the glass and that you would like us to replace it with clear glass. The sales representative pointed out that the clear glass does not clean as easily as the “Self Cleaning Glass”. But still ordered a full set of glass for your unit free of charge. The Director of the company also arranged that the glass be delivered and installed free of charge in Brits. (Approximately 120km roundtrip from our office). On 11 July 2022 we were notified that the one panel of glass had been broken and needs to be replaced. You then communicated that you will not be held liable for the cost of the glass as you did not break it on purpose. Yes, I do agree there was some communication issue getting the glass delivered as we did not know that you had been discussing the delivery with our temporary driver. On 22 July we receive an email where you request that the unit be collected and refund in full. We happily agree to do so. But on 25 July you contacted the sales team and request that the unit be swapped for another unit. Unfortunately, we did not have stock of the unit you were interested in but informed you that we would be able to order it for you. But on 29 July you confirm that you would still like the unit removed and refunded, and so we agreed.
With regards to the “Self Cleaning Glass” The surface of the glass is chemically treated to retain radiance and raise the temperature of the glass to reduce the amount of soot that becomes stuck to it, and thus ensure that the glass is clearer. But this does not mean that the glass must not be cleaned by hand, it just means that the dirt burns off the glass when the fireplace reaches the desired internal temperature
1 August 2022 On collection of the unit, it was noted by the technician that the unit had been severely over burned with the glass now being a black colour, there was a Rosette ceiling plate burned to the top of the unit that had to be forcefully removed. It was clear that even though you wanted the unit to be refunded it was still being used and abused at full capacity. There were also signs that the unit was used even with the glass being broken and a temporary piece of wood board put in it’s place. I contacted you regarding the state of the unit and informed you that we would unfortunately not be able to resell the glass to another customer as it would be difficult to clean if we were in fact able to do so. The glass of the unit would have to be replaced. We happily handed over the used glass to you as per your request but as I explained I cannot in good conscience sell the glass to another customer as it would not be fair to them. And if you where the customer I am sure you would not have accepted second hand glass for your unit.
The flue was repaid as per the Proof of Payment that was sent to you on 19 August 2022. IF you have not received the payment, please let us know so we may follow up on this.
In conclusion – I believe that Hydrofire Johannesburg went out of their way to try and assist you with your requests (changing glass to non-standard) and even refunding a unit that was used and abused by you - despite you saying you don't want it and were not going to use it.
Hydrofire's reply07 Sept 2022, 10:57
Official
Good Day Mr. Singh
Thank you for your review. Unfortunately, I cannot agree with the facts stated in your review. Firstly, the glass of the unit comes in a blue tint as I am sure you saw when you collected the unit at our branch, the glass does not turn blue once the unit has been used. On your request to us sent on 27 June 2022 you specified that your customer does not like the blue color of the glass and that you would like us to replace it with clear glass. The sales representative pointed out that the clear glass does not clean as easily as the “Self Cleaning Glass”. But still ordered a full set of glass for your unit free of charge. The Director of the company also arranged that the glass be delivered and installed free of charge in Brits. (Approximately 120km roundtrip from our office). On 11 July 2022 we were notified that the one panel of glass had been broken and needs to be replaced. You then communicated that you will not be held liable for the cost of the glass as you did not break it on purpose. Yes, I do agree there was some communication issue getting the glass delivered as we did not know that you had been discussing the delivery with our temporary driver. On 22 July we receive an email where you request that the unit be collected and refund in full. We happily agree to do so. But on 25 July you contacted the sales team and request that the unit be swapped for another unit. Unfortunately, we did not have stock of the unit you were interested in but informed you that we would be able to order it for you. But on 29 July you confirm that you would still like the unit removed and refunded, and so we agreed.
With regards to the “Self Cleaning Glass” The surface of the glass is chemically treated to retain radiance and raise the temperature of the glass to reduce the amount of soot that becomes stuck to it, and thus ensure that the glass is clearer. But this does not mean that the glass must not be cleaned by hand, it just means that the dirt burns off the glass when the fireplace reaches the desired internal temperature
1 August 2022 On collection of the unit, it was noted by the technician that the unit had been severely over burned with the glass now being a black colour, there was a Rosette ceiling plate burned to the top of the unit that had to be forcefully removed. It was clear that even though you wanted the unit to be refunded it was still being used and abused at full capacity. There were also signs that the unit was used even with the glass being broken and a temporary piece of wood board put in it’s place. I contacted you regarding the state of the unit and informed you that we would unfortunately not be able to resell the glass to another customer as it would be difficult to clean if we were in fact able to do so. The glass of the unit would have to be replaced. We happily handed over the used glass to you as per your request but as I explained I cannot in good conscience sell the glass to another customer as it would not be fair to them. And if you where the customer I am sure you would not have accepted second hand glass for your unit.
The flue was repaid as per the Proof of Payment that was sent to you on 19 August 2022. IF you have not received the payment, please let us know so we may follow up on this.
In conclusion – I believe that Hydrofire Johannesburg went out of their way to try and assist you with your requests (changing glass to non-standard) and even refunding a unit that was used and abused by you - despite you saying you don't want it and were not going to use it.