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:07/10/2024

  Type:Product 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.

  We purchased a ******* ***** ** in December of 2023 from Ultimate Home Comfort (UHC)
  The company completed two site inspections to ensure the unit they sold us would fit.
  During the third site visit, the tech tasked with completing the installation told us that we needed to make the space bigger. This was left to my wife and I to figure out. Having recently moved to ******** we had minimal chances of finding a tradesperson on short notice to do this work. At this point, the woodstove was sitting in the middle of our living room and ended up being there for several weeks. We managed to get the fireplace opening larger and called UHC back to complete the installation. Problems persisted. When putting the chimney liner in, it broke. UHC then went on to try and convince us to reduce the size of the liner from 6" to 5". I was hesitant and, at this point, was getting very uncomfortable with UHC. We were preparing to cancel the order altogether when the owner, Mr* ****** ****, called me. M** **** assured me this was common practice, and the manufacturer was fine with the reduced diameter of the liner. **** ********* technician M*** ******** installed the unit.
  Other points worth mentioning that point to gross negligence:
  There was no first-light fire to show us how to use the stove and ensure it was functioning properly, which is standard practice.
  Fans would not engage as the sensor was not installed in the correct location. Had UHC back for a 5th site visit. Fans would still not engage. On a 6th visit the sensor was replaced by a manual switch.
  Soon after the manual switch for the fans was installed, the soapstone inside the stove cracked. This was a major red flag for me. UHC sent a new tech to replace the cracked stone. During this site visit, multiple issues were identified as the cause of the unit overfiring. This explains why the fans would not go on either.
  Evidence of a recent chimney fire.
  We've been advised not to use the woodstove.

  Business Response

  Date: 15/10/2024

  BBB Complaint# #22389433 – R*** ***** October 10, 2024
  
  The client purchased a Supreme wood burning insert from us
  which was installed on January 26, 2024. As is the case with most chimneys in
  the ***, a 6” liner would not fit in the chimney. We installed a 5” liner as we
  have thousands of times in the last 28 years, and it meets all code
  requirements.
  The
  fireplace in question was burned by the client for several months, the client
  had a wood insert before and was familiar with the operation of a wood insert.
  Chimney fires are caused by burning wet wood, over drafting is caused by running
  the fireplace with excessive combustion air such as burning it with door open. Both
  are operator issues and not within our control and have nothing to do with the
  size of the chimney liners. The client claims that the chimney sweeping cap was
  not installed in the fireplace when it was installed, however, our installer
  has installed dozens of these inserts and during a subsequent service call to
  the home by our installer he assures me the chimney sweeping cap was in place.
  This
  fireplace was modified by a third party by having the metal shroud containing
  the fans removed sometime during the month of July, we have pictures to attest
  to this. Due to this, the fireplace is not a complete or useable unit. The
  client has asked for a complete refund of his entire purchase but since the
  fireplace has been modified, it is not in saleable or useable condition. We
  will not accept the return of a unit that has been modified by a third party
  and the modification renders the insert unusable. 

  Customer Answer

  Date: 17/10/2024

  More evidence to support the fact that Ultimate Home Comfort was not paying attention and as a result did not install this unit properly. There was no insert previously in this space. Not sure why you think this was the case.
  I am a health technology entrepreneur. While I have a general understanding of wood stoves, I am no expert. The only company to ever touch the stove was Ultimate Home Comfort. 

  The only modifications made to the stove were by Ultimate Home Comfort. . The modification had to do with the fan sensor being bypassed for a switch (because it was not installed or placed properly from the beginning) This work was completed by M*** from UHC. 
  We will be ******** ***** ****** at this juncture. You can bring your pictures, but they are not going to help you. 
  Can you even recall or do you have a record as to how many times your personnel came to this site? It’s seven. Seven site visits and a completely botched installation by M*** and your less than professional crew. We are so fed up with your complete lack of professionalism. We are going to make this VERY public. 

  Business Response

  Date: 19/10/2024

  The simple fact remains that the fireplace insert in question was modified by a third party and is not even useable due to the removal of the fan shroud. My offer is simple, I will give this client a full refund if he can produce the entire wood insert we sold him. Again, we cannot accept the return of an item that was modified to the point that it is not even useable. We did not remove this fan shroud during any of our visits to his home, it was removed between visits and we have pictures to show this. This is a fair offer, all we want is the return of the entire appliance we sold this client and we would be happy to refund his money. 

• Initial Complaint

  Date:31/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I BOUGHT A PELLET STOVE ON OCT 23 2023. HAD STOVE INSTALLED FOLLOW DIRECTIONS ACCORDING TO MANUAL BUT STOVE WOULDN'T START. CALLED THE COMPANY THEY TOLD ME THAT THEY WOULDN'T HAVE ANYONE TO MAKE SERVICE CALL UNTIL DEC 18 2003.I CONTACT A INDEPENDENT TECHIAN TO CHECK THE STOVE ON DEC 5 2023.DISCOVER THERE WAS A PART ON THE STOVE THAT NEEDED TO BE REPLACED. CONTACTED HOME COMFORT AND TOLD THE THE TECHIANS FINDING AND THAT THEY SHOULD BRING PART WHEN THEY DO SERVICE CALL ON DEC I8 2023. RECEIVED A CLL ON DEC STATING THAT PART HAD NOT COME SO THEY WOULD SET UP NEW A SERVICE CALL WHEN PART CAME IN COULDNT CONFIRM WHEN THAT WOULD BE. ON JAN 5 2024 CALLED WENDY MANAGER CLAIMS WRONG PART WAS ORDERED WOULD REORDER. CALLED ON JAN30 2024 STILL KNOW SATISFACTION

  Business Response

  Date: 09/03/2024

  This client purchased a ********** Outfitter II pellet stove from us on October 27, 2024. They contacted us on November 15th 2023 to advise us the stove had an issue and the installer they used advised the control board was defective. We ordered an *********** board and received it on December 21, 2023. We were advised by the supplier that the *********** had been changed to part number SRV8105-151 as they had an issue with the *********** and told us not to install it on the pellet stove. They shipped us an SRV8105-051 board which we received on February 6th, 2024. The warranty does not cover service and we realized that this matter took a long time to complete due to the lack of a proper replacement part we so installed the new board on the pellet stove on February 17, 2024 at no charge to client. To our knowledge, this stove is now working correctly. 

  Business Response

  Date: 11/03/2024

  I completely understand the clients feelings and frustration, we lost our wood installer in the fall and are currently using a contractor who fits our work into his existing schedule so there are sometimes significant delays in getting install work done. The same can be said for service, we only have one tech and have been looking for another one for 6 months with no prospects. Its the age we live in. Having said this, the stove was bought as a cash and carry unit and as such we do not do service on the product as we did not install it, we supply any warranty parts that the stove requires free of charge. The circuit board in question was bad from the start and we could not supply another one until the manufacturer had a new one to supply. All this being said we are sorry for all of the inconvenience this client experienced, we will deliver 10 free bags of pellets to his home and we will supply a letter of apology. We trust that the stove is now working properly for this client. 

  Customer Answer

  Date: 11/03/2024

  Better Business Bureau:
  
  
  
  I  I ACCEPT THE BUISNESS RESOLUTION                                                                                                                                                                                                                        have reviewed the response made by the business in reference to complaint ID 21221362, and find that this resolution is satisfactory to me.