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:09/03/2023

  Type:Service or Repair 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.

  3 yrs ago purchased a wood burning furnace fr. chemong chimney. Have had nothing but issues with it and life threatening ones. CO2 kept occurring. Called company to come resolve issues and was told they were too busy to come back. multiple times thankfully we woke to carbon monoxide gases. once being taken to hospital...again phone calls to company were verbal without technician assessing. After yr 3 with numerous phone calls we bribed company to come and owner of chemong did. 3 major part issues needed replacement..after parts came in they agreed to install them. Furnace seemed good to go...however then overheating of unit started.
  Company had nerve to call and ask for almost $900 to replace parts that were not functioning. We refused to pay. IF they would of come right after unit installed they would of been covered by warranty, so in turn company's fault.
  Still now we found out the wrong liner was installed in chimney. We spent almost $15000 on this unit and it has never functioned right and now we need another new chimney. we are lucky to be alive due to malfunctioning unit and company hung phone up and said we are done...what kind of company does that???
  how can we fix this life threatening unit after spending that kind of money????

  Business Response

  Date: 21/03/2023

  March 21, 2023
  
  
  
  
  Response to complaint #19561072:
  
  
  In August 2019 we received a sales call from the customer. The owner went to the home for inspection and to advise what unit he would recommend for their home. The call was for a wood furnace to be installed in an underground garage. We recommended at the time that we didn’t think it was a good idea because there were issues with the chimney and there could be drafting issues. We thought it would be in their best interest to have a wood stove installed in the house instead.
  
  The customer really wanted a wood furnace installed in the garage so they had the chimney rebuilt and made higher by a brick layer of their choice. We then went ahead and ordered the Caddy Furnace they had wanted.  We installed a 6” rigid liner which is the same size as the breach of the furnace.
  
  Sometime after we received a call they were having down draft issues. We made a trip down and recommended to bring in fresh air for furnace and not to use it until it was fixed. The part was ordered to correct the down draft issue and when it was received our technician went back down and installed it. That issue was corrected.
  
  In December 2022 we had another call that the draft control was not working properly. At that time our technician was sent back down to diagnose the issue. We also found that not only the control module needed to be replaced but also the LCD screen and the transformer to get it working properly. They understood that the parts were not covered under warranty and had no issue paying for them. The parts were ordered December 22, 2022. January 4, 2023 we followed up and found the parts were back ordered. After another couple of calls to the manufacturer the parts arrived January 19, 2023 by ********** 
  
  Our technician went back down January 24, 2023 and installed the parts. When he left every thing was working as it should. Customer was very happy.
  
  The parts came to $858.23, we waived the labor on all 3 visits. When asked the customer refused to pay the invoice. That is when we said we were done and the servicing would be as well. We tried our very best to help our customer and spent a lot of hours and money doing so. Unfortunately we did not come to an agreement.