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Business Profile

Fireplaces

Canned Heat

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

This profile includes complaints for Canned Heat's headquarters and its corporate-owned locations. To view all corporate locations, see

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Canned Heat has 2 locations, listed below.

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    Customer Complaints Summary

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

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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:16/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      I am writing to bring to your attention a concerning issue I have encountered with the purchase of an ******* electric fireplace from Electric Fireplaces Direct on October 14, 2022.Due to unforeseen construction delays, the fireplace was not installed until August 2023. Regrettably, within two months of installation, the unit completely ceased functioning. Seeking resolution, I initially contacted Electric Fireplaces Direct, only to be directed to ******* (Canned Heat) for warranty assistance.The situation has become increasingly frustrating as ******* insists that the dealer is responsible for the warranty. Conversely, Electric Fireplaces Direct maintains that ******* should handle the matter. Despite *******'s offer to send parts, their warranty explicitly states that any intervention by a party other than the manufacturer will void the warranty. This leaves me in a predicament, as installing the parts without voiding the warranty is impossible.In light of the circumstances, I am requesting your assistance in facilitating a resolution. Ideally, I would like either a complete exchange for a new and functional unit or a full refund for the purchase. I believe this is a fair and reasonable request, given the persistent issues and the conflicting information provided by the dealer and the manufacturer.I have attached relevant documents, including proof of purchase and correspondence with both Electric Fireplaces Direct and *******, for your reference.I appreciate your prompt attention to this matter and am hopeful that the Better Business Bureau can help bring about a satisfactory resolution.

    Canned Heat is NOT a BBB Accredited Business.

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