1/29/2008
Andrea Reedy and Staff
The Place
2377 Route 18
Medina, OH 44256
Dear Andrea,
It has now been three years since I installed my North Star Heat-N-Glo fireplace from
The Place. From the beginning, I was surprised at how well it was built and especially
how well it works. After three years, I felt it was time to give you an update.
Our house is about 3,100 square feet and has two furnaces.
The part of the house where I have the fireplace is in the
heating zone for the larger furnace which covers well over
2,000 square feet. Since I keep a fire going in the fireplace
continuously during the cold season, that furnace has been "on vacation" for most of the winter. In fact, the furnace
never came on until mid-January when the temperature dropped to 4 degrees outside.
I keep the thermostat set at 67 degrees. It is quite a distance
from the fireplace, but it shows a nearly constant temperature
around 70 or 71 degrees. That means the house is always warm
and comfortable. If I had known how much heat this fireplace
was going to put out, I would have ordered the model with
additional heating zones. I think it could probably heat
the entire 3,100 square feet if I could route the heat into
the other areas.
It is rare when a product exceeds my expectations.
Your fireplace exceeded my wildest imagination. Another big
surprise is the massive internal airflow which allows it
to burn fairly wet, uncured firewood. When a tree blows down
in the woods, I just cut it, split it, and add the green
wood to the fire. It smolders for a few minutes, then burns
perfectly. We're all still amazed.
Thanks and best regards,
Bob Judson
January 24, 2008
Dear Donerae,
Just wanted to let you know how much we have appreciated
everything you all have done for us in the purchase of our
Coast hot tub and Heat & Glo fireplace (both of which we
love!).
Delivery, custom building, set-up and follow-up have been
superb. We’d like to personally thank you, Tim, Troy, Chad
(and the other young man who helped in the delivery of the
hot tub) and Gary for all their hard work.
Both the hot tub and the fireplace look great in their new
surroundings, and we have all of you to thank.
Sincerely,
Your customers for life!
Ted and Marilyn Neale
Dear Andrea Reedy,
We wanted to take the time to write to thank you for your
service regarding our Quadra Fire Millennium stove. We had
a piece that cracked after several months of use and it was
replaced in May. We were extremely impressed with the service
we received from The Place. We have since then referred your
store to several of our friends and family. It is nice to
have such exceptional service when a problem with a product
arises.
Thanks again for your assistance.
Regards,
Dave and Christine Demagall
Valley City, Oh 44280
8/02/06
To whom it may concern:
Recently I called The Place for advice on renovating my
fireplace, which was strangely and dangerously constructed.
It never was a problem because I never used it other than
for burning candles.
Being unemployed, I did not want to incur the expense of
a major reconstruction, but simply wanted something safe
and simple….a fireplace screen, similar to the ones in some of the other condos in my complex.
My only contact with your company was Tim. His excellent customer service prevailed throughout the whole process. He kept his appointment times. When he couldn’t get parts from the distributor, he took the initiative to call the manufacturer to speed the process. While waiting for parts, he left phone messages on where he was in the process, explaining any glitches, and what he was doing about them. He called when he said he would call, and showed up when he said he would show up.
After the screen was finally installed, it was a pinch
too long. I raised the question if there was a slightly shorter
length screen that would hang better. Although the process
of installation was long, he considered my question and checked
on the possibility of a shorter screen which, as it turned
out, would have been too short. I never once felt that I
bothered him, inconvenienced him, or irritated him. I found
him to be attentive to my questions and a serious, creative
problem solver. He gained my trust and the credibility of
your company.
Overall, he made me feel confident that the job would be
done correctly, even though I still could use a screen that
is ˝ inch shorter. But that is not his fault, they are just not available. I know this because he checked.
Sincerely,
Sharon Laurenti
5/17/06
I am acutely aware of outstanding customer service and
the “Nordstrom
like” business model that Tim and your company exemplify.
Keep up the great work!
Please forward the enclosed bonus check to Tim with our gratitude and as dividend
that “over the top” service, hard work and caring efficiency,
coupled by courtesy is a rare combination these days.
Dear Andrea,
Please extend our heartfelt thanks to Tim Polasko for his
outstanding extra effort and initiative after the recent
purchase of our Napoleon Grill.
Tim has made two service calls to our home since the date
of delivery. One time to troubleshoot the side burner that
I thought was malfunctioning (reading the instructions always
helps!) and the second visit to help me install a fuel gauge
regulator. On both occasions, Tim took the same time to explain
the unique features of our grill in a lucid and easily understood
manner and gave us many helpful and unsolicited tips. He
was patient, very respectful and made sure there were no
questions left unanswered before leaving. When he left, we
felt special. This is the essence of a great customer service
company! What makes our experience even more impressive is
that Tim took the initiative to do this after hours and on
his own time! That’s simply outstanding!
In addition, Tim has been unfailingly prompt in his follow
up with back-ordered accessory items. His diligence and commitment
to excellence is noteworthy and he will excel, I am sure,
at whatever position of responsibility that you promote him
to.
As a co-founder of a real estate firm, I’bout what you do always pays off!
Very best regards and thank you,
Jeff and Mary Ann Meola
ABR
Co-Founder, RE/MAX Omega
Broker, US Army Retired
April 11, 2003
Dear Andrea,
I wanted you to know how much we have enjoyed and been warmed
by the fireplace insert we bought from you. Pete was here
Sunday and installed it. He was terrific, and from what he
was telling us, very lucky to still be here. You have a great
staff working for you and I have told Jeff how much I appreciated
all his help. After talking with him this week, you really
scrunched numbers for us with a fantastic price for the insert
and I wanted to thank you for that.
It’s finally a springtime day, but I know we have many more winters like this past one to look forward to!! At least we will be able to sit by a beautiful fire and be warmed by it!
Thanks, Andrea, for all you did for us.
Sincerely,
Lori Pasek
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