Complaints

This profile includes complaints for The Fireplace Center & Patio Shop's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Fireplace Center & Patio Shop

  1722 Carling Avenue Ottawa, ON K2A 1C7

  
• 

  The Fireplace Center & Patio Shop

  1452 Cyrville Road Ottawa, ON K1B 3L9

  

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:22/08/2023

  Type:Sales and Advertising 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.

  On 18 August 2023, was in the store on Carling Ave looking at wood stoves. We asked about a few ***** stoves and found the oslo model(351668). The sales person told us the price of the stove which was $3549.00 however there was a promotion that brought the stove price down to $3016.65 plus tax working out to be $3408.81, we agreed we would purchase the stove, the sales person then phoned the warehouse which was just outside the city he said. He informed us the warehouse has a few brand new ones so they will be able to get the stove instore by around the end of August 2023. Which worked out perfect with us. The sales person then brought us to the cashier and we paid with **** the full price of $3408.81 after getting our receipt for the purchase we then left the store.
  
  On Monday August 21, 2023 we received a phone call from the sales person claiming there has been a mistake on the price and will not give us the stove for the price we already paid. I said that simply cannot be because we have already paid and made the agreement with the store. He said he could not make that decision and I asked for the owner or someone who could give me the response to contact me.
  
  Ten minutes later from the previous call, **** the owner called me and told me he cannot let us have the stove for that price. He then told me that retail on the stove is regular $7100 I kept saying I was confused because we have already paid and have a receipt for the stove. He told me to bring my credit card into the store and get a refund. The conversation was basically repeated for just over 3 minutes and I just kept getting told to drop it he's simply not gonna let us have the stove for the price we paid.
  
  We are wanting the contract of the purchase to be fulfilled by the business (stove ordered and recieved by us) as we have fulfilled our end of the agreement by giving our money for the price that was asked.

  

  Business Response

  Date: 23/08/2023

  This is a very unfortunate situation where the distributor used a net price (our cost)  in the retail price list as they were clearing out two older but new units.Our sales consultant should have noticed how low this pricing was but unfortunately mad a mistake,taking an additional 15% off our cost.We cannot support a sale below our cost due to human error.We immediately contacted our client to inform them of this mistake.This stove retails for $7099.00 less 5% clearout dscount  = $6744.0517 less our 15 % sale = $5732.44.Unit was sold at $ 3016.65 .We are willing to split the difference in the interest of goodwill resulting in a very special price of $4374.54 plus HST or will gladly offer a complete refund.We apologize for this unfortunate situation and hope this is an equitable resolution.**** ****** 

  Customer Answer

  Date: 24/08/2023

  
  
  Complaint: 20509655
  
  
  
  I am rejecting this response because:

  I see how the mistake was made, it is unfortunate as were in the situation as we are on our budget and the original price we paid fits in the budget. I do appreciate you working with us price wise. However I feel that $4374.54 is still a little high for us. In an act of goodwill on our part I am willing to make up the 15% that was taken off of your cost. I do feel it's fair to you if I pay cost. 

  Which as you stated was $3016.65 plus the 15% ($452.50) which brings it to $3469.15 carrying over the tax that we paid already making a difference of $58.31 tax. So I am willing to make a deal with you of giving another $452.50 principle with $58.31 tax a total of $510.80.

  As it was mentioned instore the first time, delivery of the stove would be about a week away. As I assume that is still the case would mean we would receive the stove around the 1st of September. Let me know if you agree. Hopefully we come to an agreement on this.

  
  
  
  
  Sincerely,
  
  
  
  ******

  

  Business Response

  Date: 24/08/2023

  Hello ******.Again,my apologies for our mistake.If my offer does not fit your budget,perhaps we should look at a different stove rather then the largest ***** stove,an imported enamelled cast iron very high end model.If we were to sell products at cost then we wouldn't be here for over 70 years providing after sales service.Please be advised that there are only two of these models available after which there will be no price concessions as previously offered..Please advise if you accept my previous offer or we will gladly refund your payment in full.Hoping we can make this work and we are offering you a great deal,****

  Customer Answer

  Date: 28/08/2023

  
  
  Complaint: 20509655
  
  
  
  I am rejecting this response because:

  Consumer Protection Act 2002

  16 It is an unfair practice for a person to use his, her or its custody or control of a consumer’s goods to pressure the consumer into renegotiating the terms of a consumer transaction. 2002, c. 30, Sched. A, s. 16.
  
  
  
  Sincerely,
  
  
  
  ******

• Initial Complaint

  Date:12/06/2023

  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.

  I went to The Fireplace Center (TFC) in fall 2021 to buy a fireplace insert. I chose and bought a ******** unit. I asked that they come inspect the site to know what was needed but was told there was no need, I was asked to provide measurements which I did. I made a deposit (paid 2021-11-18) and was told by email the installation would be done within the first 2 weeks of December. Weeks later I called to find out the installation date. I was then told that the date to install was not scheduled because they needed the chimney swept before, I was never told this prior. I was not happy because it was winter and it would be hard to find someone. I had to convince and pay extra to have someone come clean it. The ******** was delivered shortly after. On the installation day the old insert, liner and cap were all removed. Then I was told the unit was too big, the liner too short and I would need to need have the hearth extended by 48'L x 14'D x 2" thick... this was not acceptable and I conveyed my discontent. My family and I were left with an empty chimney cavity in the freezing cold. The ***** *******, ***** ********, eventually gave the following 3 options:
  1. Have the construction done to accommodate the ********
  2. Accept the Supreme Fusion unit which would fit as is but had no fire brick
  3. Get my money back and be left with the empty cavity until I find something else
  I was left little choice but to begrudgingly take the Supreme Fusion or be left in the cold. There was little stock anywhere around due to pandemic.
  May 4, 2023 I had smoke escaping the fireplace filling my home. I called TFC for assistance and left voicemail, no reply. I called back again on May 8, 2023 and verbally explained situation including that the glass in the door was loose. I was told I was marked "no service" and I asked why? I was told to get the chimney cleaned and that a manager would call me back to explain. It has been well over a month and never a call back or response to email.

  

  Business Response

  Date: 13/06/2023

  Spoke with ***** this morning and he to advise us once chimney cleaned and tested to see if further action required.****