We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Fireplace Equipment

Hearthland Fireplace

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplace Equipment.

Complaints

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

Find a Location

Hearthland Fireplace has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/06/2023

      Type:Delivery Issues
      Status:
      Unresolved
      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 ordered a fireplace from this business two years ago. Due to Covid delays, the unit was delayed over a year. They then delivered the wrong item. We once again had to wait months. They delivered a unit that wasn’t working. They then promised a new unit, to be delivered two weeks ago. They are now ignoring our emails and calls. There has been continuous promises and lies throughout two years, and we have no faith this will end with a working unit. We are worried we were too patient and understanding during Covid delays and have been taken advantage of.

      Business Response

      Date: 21/06/2023

      This client had purchased a ******* ***** with a weathered concrete background on April 27, 2021.  The original unit that was installed did not work and we offered to install a new unit.  On November 30, 2022 we went to her home as the client had stated that the replacement unit fan was making loud noises and did a service call.  We then installed a working ***** in the interim (has a herringbone pattern vs. weathered concrete), with the hopes of installing the weathered concrete when it is available.  We have been unable to acquire the weathered concrete as it has been on backorder.  Our intentions are to install the weathered concrete when it is back in stock with *******.  She does have the same model installed, just a different background.  

      Customer Answer

      Date: 21/06/2023



      Complaint: ********



      I am rejecting this response as it is extremely incorrect and not factual. 

      They did send a technician, however they sent a gas technician for an electric unit and he indicated he is unable to assist and left.  This was in the Fall. 

      They have not provided a unit in another pattern.  Over a year ago they accidentally delivered this pattern incorrectly as the first unit. That unit was replaced with the non-working current unit  This failed unit is the one we are looking for resolution with. 

      The company stated that the new weathered grey unit would be delivered the following week (on May 12)  They have refused to answer any messages since that time.  This is the third broken promise of a new unit  




      Sincerely,



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

    Hearthland Fireplace is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.