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Business Profile

Heating Contractors

Best Burners

This business is NOT BBB Accredited.

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Complaints

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:11/05/2024

    Type:Customer Service 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.
    Edited length: complaint email sent to Best Burner on April 2, 2024- On April 20, 2020 your company installed a direct vent system into our Lincoln Barrière FLO 115-DR furnace. We were told by your technician, ******, that this was a safe venting system. We were again given this same information on March 22, 2024 from the same installation technician, ******, and your senior personnel staff, ***** ******. However, on March 20, 2024, it was disclosed at a regular yearly cleaning appointment by your technician, ******, that this venting was not certified for our furnace and he was not permitted to touch it, as it is dangerous. After speaking with his supervisor on the phone, he said that he smelled a leak and it was not safe to run the furnace at all. Due to his concerns, ****** also refused to service our furnace due to the unsafe venting your company installed. He advised us to turn the furnace off immediately “for your safety” and not to turn it back on. As you know via our multiple emails (most of which were unanswered), we were left without heat for 48 hours even after requesting emergency support, with temperatures below freezing both nights. Since these appointments on March 20, 2024 and March 22, 2024, we have discovered from our own research and through consultation with multiple local reputable furnace companies that this type of venting system is not safe and/or up to code for our type of furnace. We were told this has been true since its installation by your company in 2020. We have documentation stating this venting is not safe for our furnace upon your installation and to date. At this time, your company has not provided us with any documentation to prove otherwise and you have discontinued communication. We are very disappointed as this was a clear misrepresentation by your company and has left our family in an extremely dangerous and complex circumstance. (since this email we have been told we are no longer customers-this has not been resolved)

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