I hired Graves to install a Fireplace in my personal home I was building. The Rep came out to inspect everything and he suggested two fireplaces. I had to pay for the unit in advance which was unusual to me but they were supposedly a reputable company so I agreed. BIG MISTAKE!! The installers came out and installed the unit. They cut completely through a truss that ran through the chase. All three chords, top to bottom and removed a 2 foot section of each chord. When I called the Rep about it he said that the installers know better and he would have to look into it. The following day he stated that he had a conversation with them and that they tried to call him but couldn't, so they cut it. He said that they had to cut it because of the size of the flue and that the fireplace I went with had a larger flue than normal and that it would not fit. It wasn't the fireplace I picked, it was the fireplace you suggested. You are the "expert"! When I questioned him about paying for the repair to the truss he said he would look into it. On my follow up, he stated to me that they would not pay for the repairs because it was the framers fault for putting it there! No it was your fault for cutting the truss, suggesting a fireplace that would not work, not calling me to discuss the situation and allowing me an opportunity to do something different. Bottom-line, they have their money and there is nothing you can do about it so "Forget You" it's your problem!! Yeah... Real reputable!!
Posted: 4/21/2017 • Link to this review
So I bought a lake house a few months ago and the bedroom fireplace wasnt working. The previous owner said that the original work was done 19yrs ago via Graves fireplace. So I gave them a call and you wouldn't believe that they replaced the whole unit at no cost to me. Graves easily could of said its not our problem, but the owner Jeff stepped up to the plate and fixed the issue. Thanks again guys
Posted: 4/18/2015 • Link to this review
Think twice before using this very unprofessional company. They didn't want to even talk to us until we paid for the heatalator that we needed replaced. We paid and that was the end of them. We waited several weeks, no one was responsive. Finally someone shows up, breaks the new siding on our house and doesn't even know how to wire it. Then left. Several calls to the manager have gone unanswered. The service guy showed up today with a piece of siding and says he isn;t replacing it he is just leaving it here. Well we just paid $13,000 for new siding and feel they should pay for the siding they broke and tried to hide. They guy left again, still nothing done!! I'll post again with outcome, but I have a feeling my next call will be to the Better Business Bureau and our credit card company to file a complaint! Maybe consumer complaint on TV, we will do all we can to prevent them from messing up someone else's house.
Posted: 5/13/2014 • Link to this review
All though we did not end up using this company for our service and repair, they did put us in touch with a company that could handle the scope of work we needed. They were honest and didn't try to force there services on us...instead referred us to Chimney Solutions for our masonry repairs. Great company!!
Posted: 3/09/2011 • Link to this review
We had them replace our old stone fireplace with a granite one about 6 years ago and it still looks great as is holding up nicely. I don't remember any customer service issues like the previous reviewer mentioned.
Posted: 2/02/2011 • Link to this review
It's very annoying when you're trying to get a repair done and you're willing to pay someone to do the work, when they never respond back. Companies should be providing their best customer service with the economy the way it is today.
Posted: 4/03/2009 • Link to this review