Complaints
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/31/2024
Type:Status:ResolvedMore 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.
We purchased an electric fireplace from them on Dec. 18, 2023. It came and we put it together but it will not work. The heater comes on for a few seconds and then turns off. We have called them repeatedly and they won't return our calls and tell us they'll call us back but don't. We got approval to ship it back but they won't send us a prepaid paper to put on the boxes and it would cost us many hundreds of dollars to ship it back. Your help would be appreciated. The manufacturer said they know what's wrong with it but they can't get the part. It looks like they knew it was flawed when they sent it.
Business Response
Date: 01/31/2024
The customer purchased through our Amazon channel. They reached out to the manufacturer, Twinstar concerning their defective product instead of Electric Fireplaces Direct directly. We have contacted the customer and we are having the product picked up tomorrow by ***** and issuing a full refund.Customer Answer
Date: 02/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** & ***********************Initial Complaint
Date:01/02/2024
Type: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 ordered a grill cover through the companys website. I received a email with a receipt of purchase and an order number, along with a promise of delivery within a week. Three week later I attempted to contact the company but thte phone number on the website is disconnected, and they have not responded to emails and a request for an online chat.Company's name is MyFireDirect: www.myfiredirect.comBusiness Response
Date: 01/02/2024
Our company name is Electric Fireplaces Direct. Our website is electricfireplacesdirect.com. Our phone number is ************ is active. We do not have any record of this customer in our database. He has filed this complaint in error. It should be removed immediately.Initial Complaint
Date:11/20/2023
Type:Status:ResolvedMore 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 am writing to bring to your attention a concerning issue I have encountered with the purchase of an ******* electric fireplace from Electric Fireplaces Direct on October 14, 2022. Due to unforeseen construction delays, the fireplace was not installed until August 2023. Regrettably, within two months of installation, the unit completely ceased functioning. Seeking resolution, I initially contacted Electric Fireplaces Direct, only to be directed to ******* (Canned Heat) for warranty assistance. The situation has become increasingly frustrating as ******* insists that the dealer is responsible for the warranty. Conversely, Electric Fireplaces Direct maintains that ******* should handle the matter. Despite *******'s offer to send parts, their warranty explicitly states that any intervention by a party other than the manufacturer will void the warranty. This leaves me in a predicament, as installing the parts without voiding the warranty is impossible. In light of the circumstances, I am requesting your assistance in facilitating a resolution. Ideally, I would like either a complete exchange for a new and functional unit or a full refund for the purchase. I believe this is a fair and reasonable request, given the persistent issues and the conflicting information provided by the dealer and the manufacturer. I have attached relevant documents, including proof of purchase and correspondence with both Electric Fireplaces Direct and *******, for your reference. I appreciate your prompt attention to this matter and am hopeful that the Better Business Bureau can help bring about a satisfactory resolution.Customer Answer
Date: 11/27/2023
The company has changed names and is now under Rennovation BrandsBusiness Response
Date: 12/08/2023
Electric Fireplaces Direct replaced the unit on behalf of the manufacturer, Amantii Canned Heat, eventhough we were in no way responsible for the manufacturer's 2 year warranty. We gave the customer the option of a full refund, a brand new unit replacment or we offered to pay for the in home repairs using the parts the manufacturer provided to the customer. We had no obligation to do this but we took care of the customer when the manufacturer did not stand by their product.
I would expect at this time, the customer would withdraw this claim against Electric Fireplaces Direct.
Customer Answer
Date: 12/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:10/13/2022
Type: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 ordered a fireplace from Amazon. The unit arrived damaged in which the company refunded me for after sending photos of the cut electrical cords and proof of damage. I ordered a second unit directly from Electric Fireplace Direct in order to receive a discount on this replacement unit due to the hassle caused. I placed my order, and was told it was going to be about a week delivery. This was not fast enough for me, so I placed an order at an alternate company as I had a contractor on site to install the unit and each day wasted cost me more money. I did not even unbox the package and sent it directly back to Electric Fireplace Direct. They are trying to claim that the unit arrived to them damaged and will not refund me. However, they have a track record of sending defective products as mentioned with the Amazon purchase and the shipping box has no damage. How would the fireplace unit be damaged but the box be perfectly fine?Business Response
Date: 11/01/2022
Customer has been refunded in full Oct 13th, 2022.
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