Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently I made a fireplace purchase from JC fireplace in Chilliwack. ( September 1st) I was lead to believe that this fireplace was entitled to a ****** rebate, and JC fireplace did give me an application form to fill out, which I did. I received a phone call from ****** informing me that this fireplace did not meet the ****** rebate program. I did contact JC but all I got was denial from their estimater. I really don't know why they told me there was a rebate, when there was none, and why did they give me an application form.

  

  Business Response

  Date: 18/12/2023

  Hello ******
  
  
  I have spoke to our employees in regards to this issue.  I have attached correspondence from ******* in regards to this issue.  I have also attached all related emails between  Mr. ******** and our estimator, Nathan.  The only thing we can think of is if one of our staff attached a rebate form to his final invoice in error.
  There are reasons why we know our staff would not have led him to believe he could receive a ****** Rebate.
  The only fireplace we have that could replace his existing fireplace was never ****** rebate compliant and even if we had a fireplace that was compliant in the program, Mr. ******** would not be able to claim the rebate as he is in a Strata and does not hold a ****** billing account as the gas is supplied by the Strata.
  This is why this certainly would not have been discussed as an additional rebate to our in house rebate of $200.00 plus GST to equal a $210.00. 
  This whole issue has been extremely upsetting for our staff as we pride ourselves on honesty.  We provide full quotations prior to installation and would never lead a customer to believe they would be able to collect a rebate that would not be forthcoming.
  We look forward to your decision on this matter.
  Respectfully
  Louise K******

  Customer Answer

  Date: 19/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is not true that I was not eligible for a rebate,  because I live in a strata,  I spoke to ****** and they indicated to me that i was eligible, because, in a roundabout way i do pay for gas, through my monthly strata fees. I find it very hard to believe that the rebate form was accidently attached to my receipt,  considering it was handed to me by hand.
  
  
  
  Sincerely,
  
  
  
  *** ********

  

  Business Response

  Date: 19/12/2023

  I would need to know who handed him the paperwork also where and when?  Many thanks

  Customer Answer

  Date: 19/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: in response to your last message,  it was the estimator who went to his desk,  pulled out the ****** application form. And handed to me,  this happened when I went into JC fireplace to make my final payment 
  
  
  
  Sincerely,
  
  
  
  *** ********