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Business Profile

Fireplace Equipment

Sunfire Systems Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplace Equipment.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint type

  • Initial Complaint

    Date:29/08/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Ordered a part for a pellet wood burning fireplace at the end of March 2025. Paid for the part at the time part ordered. I stopped in a month after the part was ordered and was told she would call me when the part was in. I waited again stopped in to the store in June and the storefront was closed with a phone number. We called the owner multiple times with no response. I then went to another business to ask for help and was told the owner from Sunfire not good at returning calls and to try again. I spoke with the owner at the end of July (4 months after ordering the part) and was told, again, she would call me when part in and reassured me part would be in before winter. August 29 no call no answer and no return call from Sunfire owner. I called another business who deals with these pellet fireplaces and was told to order the part through ******. We anticipate the part to arrive the first week of September. I would like a refund of the money we paid and a negative review for this companys atrocious customer service towards a senior no less.

    Business Response

    Date: 29/08/2025

    The customer emailed us at Thu, Aug 28, 6:08?PM requesting a refund. We responded today to confirm whether they wanted to wait for the part or get the refund. They requested the refund and it was processed right away. See attached screen shots of email dialogue and refund receipt. It usually takes approximately 3 - 5 business days for the refund to appear back on the card. 

    By the way they did not wait the 7 days as they suggested before submitting a complaint to the BBB.

    I trust this issue has been resolved. Please let me know if you require any further information.

    Customer Answer

    Date: 02/09/2025

    The consumer contacted BBB and stated the complaint has been resolved.

Sunfire Systems Ltd. is NOT a BBB Accredited Business.

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