Dear
Without prejudice
I thought I would write to you to let you know the findings of the engineer. He has replaced the broken front and replaced the coals.
I attach photographs of the fire before the incident and after. The photo taken before was when it was first installed and I was so proud of it I emailed the photo to friends and family. I can see a definite difference. The large gaps are no longer there and the fire is built not so “top heavy.”
When you built the fire up again and placed the broken piece back into place, my thoughts were it was dangerous and you should not have done that. The fire needed inspecting and the broken piece replaced before using it again.
At no stage did we try to apportion any blame to you however, we felt right away you were looking to blame someone. When I said I do not want my mum upset your reply was “you are upset? I should be the one upset”. What a strange thing to say. You also said that whenever we phone, you come round. You advertise 24-hour callout so of course we phone you. You make out you are doing us a favour but surely that is the nature of your job?
As far as I know we have paid for everything you have done for us, we have ALWAYS paid on time and NEVER quibbled about price. The first time we had a problem your attitude changed. You seemed angry and the way you were pressing the fire ignition up and down it is a wonder you did not break it. You appeared very defensive.
I would like the receipts please for the fire and boiler. I will need them for the guarantees. Obviously, we will not be able to call on you for servicing or if things go wrong.
It seems a shame things have turned out like this just because our fire collapsed and we were not prepared to accept your resolution of building it back up with the broken piece.
Yours sincerely