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:07/02/2025

  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.

  I had booked a cleaning of my pellet stove, which took place on January 20, 2025. Once the employee finished cleaning the stove, it no longer worked. It was no longer producing heat and was now blowing cold air. It was working fine prior to them attending. The employee then admitted to myself, my partner, his employer and a co-worker that he had broken the pellet stove. A new part had to be ordered and installed, leaving my home without heat as this was a primary source of heat. The company has now consistently been harassing us to pay for part and instalment of what they broke. We have on multiple occasions asked the price of the cleaning service as we are fully prepared to pay for that, but we refuse to pay for something they broke. Costing now over $800 as opposed to the initial approximate amount of $200 for only the cleaning. We are looking for a solution and guidance how to handle this, as we afraid it will affect our credit.

  Business Response

  Date: 10/02/2025

  Below are the facts:

  December 2 - customer reached out through our website looking for a cleaning service on their pellet stove, in which she indicated it was not working properly..."creating large aggressive flames".

  January 15 - cleaning service performed, stove was found to be very dirty; indicating very little maintenance on their primary heating source has been done.  When technician finished the cleaning a sensor was not functioning. The function of this sensor is noted below.....

  *** The ESP Probe serves the following purpose.. continuously monitors the temperature of the exhaust flue, acting as a safety feature to regulate the burn rate and prevent overheating by automatically adjusting the stove's operation based on the measured exhaust temperature.

  January 16 - we sent another technician for a second opinion to confirm what part was not functioning. (no charge to customer)

  January 16 - we provided the customer with a written quote for the repair (copy attached) and they responded to the email confirming an appointment time - at no point did they dispute the quoted repair.  (We expedited the part from the supplier at no cost to the customer).

  January 20 - our technician's returned with the part, performed the installation, ensured all was functioning.  Went to collect payment for the services and customer refused.

  February 3 - In an effort to collect payment, the owner (******* ******) reached out regarding their refusal to pay and was told by complainants partner that knew nothing about the charges - however they both were copied on the email correspondence. 

  February 7 - manager, ******** ********** reached out by email to address the non-payment and advised that should they choose to not pay for the repair, the invoice would eventually be sent to collections.

  The customer has continued to state in their emails they would pay for the original service performed on January 15th.  That has not happened - we have sent them copies of the invoices several times including a link for a credit card payment or where to send e-transfer.

  Total owed by this customer is $656.53 not $800 per their complaint.

   

  Customer Answer

  Date: 10/02/2025

  Complaint: 22914439
  
  I am rejecting this response because:
  
  The initial request was for a cleaning service not a repair.  The reference to the flame indicates it was working properly up until a few hours before their visit as I had to turn it off to let the stove cool down so the technician could access the stove.  It was only after the technician completed the cleaning and remained, and turned the stove on did the damage become apparent.  The flame specifically was extremely low, or not on at all, was not exchanging pellets and was blowing cold air.  I have email correspondence between my partner and the company as well as myself to indicate we had asked for the invoice of the cleaning only and a contact to e-transfer which I only received on February 10,  and I am still waiting on the cleaning invoice.  I have the unsigned invoice which was left by the technician where at that point we again disputed the charges, as my partner was already in conversation with the charge that included the part and labour.  We were informed their employer "was in the business to make money" by the technician and they were informed again at this point of the dispute.  It is important to note that the technician repeatedly admitted their guilt to the damage to *********** their manager, myself and my partner which was left out of their response conveniently. While on their initial visit they had attempted to fix the damage they caused by contacting a coworker and trying to find a owners manual online.  They demonstrated and verbalized they did not have the knowledge required to attempt to make the repair again to their admitted damage.

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/02/2025

  We are not going to respond any longer to this customer.   The customer was provided multiple emails and continue to deny they were provided the information regarding the cost of the repair.  The fact is they chose to not read their emails.
  
  Our process is to send customers to collections after non-payment. 
  

  Customer Answer

  Date: 11/02/2025

  There has been an omission of guilt regarding the stove, and the piece that broke had nothing to do with the flames, it controls the entire fire place, from my understanding (I can get the exact wording later). The piece in question when knocked off it was the complete opposite of the problem but in the extreme. It made the stove entirely inoperable. Once again, I do not mind paying the initial amount for service, but having to pay for repair on a piece broken by them is not ok. I did get the final invoice for cleaning and I will pay that today, but the labor and piece for after the initial order, that is what I am disputing.

   

  The name of the person who broke it is on the invoice (attachment inbound), and in front of myself and my partner admitted to us, their boss and coworkers over the phone. And to be entirely clear: there is 0 animosity toward him and both technicians were lovely, I just do not agree with how this is being handled.
  

  
  

  Business Response

  Date: 12/03/2025

  We have done everything we can for this customer.