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:06/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have a complaint concerning very poor practices of a “*******” dealership located at ** ********* ****, Thornhill, Ontario, *** ***. Business name: Fireplace Junction. I strongly feel they completely ********* me out of $2,553.35.
  
  
  Things have progressed in our society at present that many many businesses and deals are conducted on line. I am a senior man who prefers not to order things on line as I have not been sure what my alternatives are if I am not treated fairly by a business. As things seem to be going this way I believe for the most part we don’t have much of a choice.
  
  
  I am a retired RCMP officer and a businessman/landlord myself as I own and run several rental units. I am quite familiar with ******* and feel it is not a bad product as they make small appliances and heating units in particular and I have found them decent enough. They are also rated quite well.
  
  
  Myself and my wife own quite a nice house and have thought for a while of upgrading the rather plain looking electric fireplace that came with the house (the fire box is a ******* but has outlived its life expectancy.) After spending a lot of time researching products I elected to go with a prefab fieldstone fireplace with a ******* firebox from this ******* dealer in Thornhill, Ont. It was more expensive than most of the prefab fireplaces but looked quite attractive in the pictures and seemed like it would be a feature in the living room of our nice home. I placed the order on or 05 February, 2023 for $2,553.35 (order #*******) and the money was immediately subtracted from my credit card. It was then determined they had none in stock and I would have to wait two months as there were none available in Canada. It would have to come from overseas. This was a small irritant but as I wanted the fieldstone look and the picture looked outstanding I decided to continue with the order and wait out the two months.
  
  
  The fireplace eventually arrived on 07 April 2023. It seemed to be well packed however when I opened it up the following day I found one of the false stone columns snapped in half and the whole unit is yellow in colour looking nothing like the advertised picture of multi coloured field stones. I stopped unpacking the unit any further as it is totally unacceptable. A very sad looking broken product which would be a total embarrassment in my very attractive country home.
  
  
  
  
  
  
  
  
  To date I have contacted the company through the representative name they gave me who started he would help to make my experience a nice one. The only response I have received is that my complaint has been submitted. A phone number had been supplied so I phoned it and all I could get was someone on the showroom floor advising me this was a poor product at best and he attempted to sell me a better ******* product. He looked online for my complaint and advised he could see my complaint had gone through but could tell me nothing further.
  
  
  As best as I can see, although it is a long way off, this is a larger type ******* dealership and should not quite simply *** ** *** like this. I have been waiting for a response for close to two months now and the lines have gone dead. It seems they have no intention of getting back to me and I am stuck with basically a pile of unuseable junk sitting in my car port.
  
  
  Is there something through the Better Business Bureau that can be done as I am very very unhappy and clearly out of pocket for $2,553.35. I am not a chronic complainer and have never complained through the better buisness bureau before. As a businessman for 25 years being involved in both building construction and rental units I have never been treated so poorly by any provider in the past. A very disappointing company to deal with selling a ******** damaged product. Please advise my options.
  
  
  As a resolution obviously I would like my money back. I would be quite satisfied to ship this junk back although I don’t see anyone would have an interest in using it for anything.