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Business Profile

Fireplaces

Green Fireplace Solutions
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    My credit card was charged on 1/31/23 without notifying me. I'm not disputing that the amount was due. I'm saying I was not notified about the balance due and the business went ahead and charged my card without any communication to me. They had no right to charge my card without contacting me first.Isn't it illegal to charge my card without notifying me?

    Business Response

    Date: 04/03/2023

    We apologies for any miscommunication that *** have happened in our dealings with *****************. When purchasing an insert or fireplace, a customer is charged for the product up front. At the time of this transaction the customer is asked if they would like us to keep their credit card on file to pay for the remaining balance after installation is complete. As was the case in this transaction, after installation was complete, the credit card on file was charged for the balance due. The software we use should have sent ***************** an email containing a receipt of the transaction indicating the balance was paid in full. If this was not received, it *** have landed in a spam folder. If not I'd be happy to re-send it. 

    Customer Answer

    Date: 04/03/2023

     
    Complaint: 19884353

    I am rejecting this response because this was not an issue of miscommunication.  The issue is that there was no communication.  

    There was no contract signed that gave this company permission to use my card at any later date.  I do not remember giving that permission in person and frankly, it would be unlikely that I would give permission for future use of my card in a large amount without being notified first.  The order was placed in Nov 2022.  They charged my card on 1/31/23.  The credit card was charged without my knowledge or consent on 1/31/23.

    An email receipt was never received, including not in the spam folder. And a receipt is irrelevent to my complaint. 

    My card was charged without my knowledge or consent.

     

    Sincerely,


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

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