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Business Profile

Fireplace Equipment

The Warm Hearth
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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.

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  • Initial Complaint

    Date:06/25/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a rather expensive Regency 3-sided City Series fireplace from The Warm Hearth for our remodel project. It was installed one year ago by their installer, and we moved back into the house 8 months ago and started using the fireplace. We notified The Warm Hearth owner, ******, in November 2023 of the burnt smell (a month after moving back in), which she said should go away. In February of this year, we notified her that the burnt plastic smell that was promised to go away still hasn't dissipated and she said she would help discover and correct the issue. We are now at the end of June, moving into July with no response or resolution to this issue. It is impossible to reach her via phone, or get a response via email to get this issue resolved. The Warm Hearth installer did come out several times...and did some work, and the issue has definitely gotten better, but it is still not resolved. We continue to ask for a solution and we have not been provided with explicit instructions on what needs to be done to continue to move toward resolution or who would be responsible for paying for it. We have contacted Regency, and they continue to point to The Warm Hearth as the company responsible for resolving our issue. We are stuck with a $15,000 fireplace that we cannot use. I continue to reach out to get information from them on a solution and do not hear back. I am now asking for money back so I can find someone else to help resolve this issue.

    Business Response

    Date: 10/31/2024

    The Bahmanis are not happy with The Warm Hearth, we could have handled things with more compassion, but its over with. The problem was not with the fireplace, the fireplace worked as it was designed, nothing was faulty.  It had to do with the electrical installation, which was NOT done by The Warm Hearth.  The Bahmanis ended up working directly with the fireplace manufacturer and a different electrician to move problem wiring, which was the source of the terrible odor.

    Customer Answer

    Date: 10/31/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and yes, the matter is now resolved. However, I want to document that their assessment of fault is incorrect. It seems to have been with BOTH the original wiring by our general contractor's electrical subcontractor AND the black electrical cable that was directly behind the appliance which was installed by The Warm Hearth's installer. It took an electrician to adjust the black wiring specifically behind the appliance for the smell to completely go away.

    We took care of this fix ourselves and now consider this matter closed. 


    Regards,

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

     


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