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Business Profile

Heating Contractors

Byers Heating Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating Contractors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:12/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In early 2023, I purchased two fireplaces from Byers heating. On January 5th 2025, I call to inform them of a gas leak coming from the fireplace. On January 8th, the technician (***) visited and during the visit, the technician blew up the inside of the fireplace, breaking the entire exhaust pipe and venting. Byers agreed they were responsible and would fix it at no cost to me, however after they came and replaced parts, the fireplace has been unusable ever since due to very bad smell emanating from the fireplace itself. For over 3 months, I have asked them multiple times to fix it. They came out, and on that particular day the fireplace did not smell. I had to pay for the visit with no resolution. I then asked again for them to come out with no response for weeks. I inspected the fireplace myself and saw there is a damaged part that was not fixed which is likely the source of the leak which appears to be exhaust from inside the firebox leaking due to the warped cover plate that does not provide a seal between the box and the inside of my house. I sent them a picture of the damage that was still not repaired. They have sent me an email April 7, 2025 stating they will not help me any further and to find someone else, yet my fireplaces are under warranty with them. Anyone I hire will require me to pay even more money and since my fireplace is under 5 year warranty, it doesn't make sense why they won't fix it.

    Customer Answer

    Date: 06/05/2025

    I have called the fire department to have them check when the smell was filling the room on May 2nd, however by the time they arrived, the smell had dissipated and nothing could be detected.  I am not able to call 911 every time I smell gas or whatever fumes they are since this is not efficient and takes the fire department away for more important work they do.  The fire department chief said there was nothing they could do, they don't have extra equipment they can leave to detect the cause of the fumes coming directly from the top of the fireplace unit.  I have also emailed the wholesaler of the fireplace quite some time ago, and they have not responded. 

    Business Response

    Date: 13/05/2025

    Neither the fire department or myself could find the source of the smells she is stating she has.  We will not be replacing the units.

    Customer Answer

    Date: 16/05/2025

    Complaint: 23195203

    I am rejecting this response because:

    Since the fireplace was exploded by the technician (***) sent by Byers who was there for the very reason that there was a gas leak, and I have shown them a picture of a part that are clearly damaged which was never replaced and could likely be the source of the smell (which I can't prove), I do not accept that they have no responsibility to replace the unit after such an event.  Byers should be doing what they can to help me detect the source of the smell, or replace the unit to resolve the problem.  Byers, after exploding my fireplace, and then repairing some of the damage but not all, have indicated in their letter that they did repair this as a favor to me meaning they exploded and repaired the damage without charges to me, which I do not accept, as this was their responsibility from the beginning and in no way should have been considered a favor to me.


    Sincerely,

    ******* ******

Byers Heating Inc. is NOT a BBB Accredited Business.

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