Complaints

This profile includes complaints for California Mantel & Fireplace Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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California Mantel & Fireplace Inc. has 4 locations, listed below.

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  California Mantel & Fireplace Inc.

  PO Box 340037 Sacramento, CA 95834-0037

  
• 

  California Mantel & Fireplace Inc.

  4141 N Freeway Blvd Sacramento, CA 95834-1209

  
• 

  California Mantel & Fireplace Inc.

  6681 Sierra Ln Ste D Dublin, CA 94568-2613

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  California Mantel & Fireplace Inc.

  1430 S Anaheim Blvd Anaheim, CA 92805-6213

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:11/04/2022

  Type:Product Issues
  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 purchased a vapor-based WaterPlace from this company. On the phone I asked a series of questions to ensure I could properly install the unit in my fireplace. I asked if it was a log insert that hooked up to a water line instead of a gas line and they assured me that's exactly how it worked. That was not the case. What arrived was a massive box that needs to sink down into some cavity. It was not something you just set inside but required excavation to be installed. The sales rep has no good response for me and clearly just did not know anything about the unit they were selling. They won't take it back and have been dodging my calls all week to get this resolved when management said they'd get back to me on Monday. Super shady. No customer service. They'll say anything to sell you a product. I offered to drive the unit to ******* myself to return it

• Initial Complaint

  Date:08/22/2022

  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.

  Contacted CMF at the beginning of Dec 2021 indicating our Fireplace had a piece of metal sticking up and it had broke one of the side mirror ******* inside the Fireplace. They came out sometime in February to see what the issue was and it was indicated that whomever had installed the Fireplace from CMF had left packaging material in the Fireplace which caused damage to our Fireplace. I had asked them to check out our other Fireplace with them to confirm it also did not have the same issue. He said he couldn't get it open with his current tools and that when they came back out they would check it. He ended by saying he would get back to me on how they would handle the situation with the packaging material that caused damage. CFM did not contact me for more than a few months, so I contacted them and they indicated they were looking into it and would get back to me. Once again I waited a few more weeks with no response, so I called again and the indicated they were contacting the builder. Then CFM called and said that the Fireplace was not under warranty and that I would need to pay for the mirror shield that broke due to their negligence of not removing packaging materials. The cost was thousands of dollars and this was due to their negligence. I asked to speak to a Manager which I was told they were all busy but they would call back and that was about 2months ago and am still waiting. I had information for them about the initial break in period of the Fireplaces after talking with my husband, which I was never given an opportunity to tell them that it was broke in. I am requesting the repair of the shield and to check the other Fireplace we have for said packaging material that *** have been left in.

  

  Business Response

  Date: 08/29/2022

  We here at CalMantel take much pride in our customer satisfaction and continue to strive for excellence.  This is what has allowed us to be in business since 1987.  We are very sorry you did not have a good experience with us.  We wanted to take the time to investigate this further.  We were able to find your Fireplace's original work order with many notes from our Installers and Technicians throughout the entire fireplace process.  This fireplace was installed on January 30, 2017.  The Start-Up was completed on April 17, 2017.  Each fireplace we install has a 1-year Parts and Labor Warranty from the time of Start-Up, so your Builder and the Manufacturer warranties had expired On April 17, 2018. When you called us on January 26, 2022, you were extremely outside the warranty period. If it was a couple weeks, or even a month, we have that flexibility. But four years later is unreasonable.

  From your service request from us on January 26, 2022, we sent one of our Technicians out right away on January 31st, 2022.  ************** noted that as a result of the loud pop, the right glass panel broke.  He also stated that he questioned you about the fireplace's "Break-In" period as ALL gas fireplaces have to go through at minimum, 3 consecutive days of 6 continuous hours on high-flame, at a time.  You told him that no, you hadn't let it burn this way.  He noted that the fireplace would not have popped that severely (enough to break the glass) and to move the shipping brackets ("piece of metal sticking up") had the correct Break-In process been done.  You mention some waiting time/time delays;  these were caused by your builder and material lead times from the Manufacturer.  Your builder finally decided that since the fireplace was out of warranty, and the damage was caused by an unsuccessful Burn-In period, they opted not to cover the charge for replacement part/s or service.
  

  
  We would be happy to come out and service your fireplaces at our standard service charge rate.  Just give us a call at your convenience.

  Customer Answer

  Date: 09/07/2022

  I am rejecting this response because:

   

  This is not really a matter of warranty but CFM  negligence in leaving in packaging materials that caused damage. Yes, I did say I did not know about the break in period however I spoke to my husband and he inadvertently did break in the Fireplace.  
  
  
  I was told from a few people that I spoke to at CMF that they will get back to me in a few days only to wait weeks... They did not even call me to tell me that they were researching anything.
  
  
  We have 2 fireplaces from CFM and we are afraid to use the other Fireplace for fear of the same situation. We do not want to start up that Fireplace until it has been review to see if it has the same packaging materials that could cause damage.

  
  I respectfully request that their Management call me to see what can be worked out which is what I originally requested .....

  
  

  

  Business Response

  Date: 09/12/2022

  Again, we're sorry that you aren't satisfied with your fireplace experience.  We have differing opinions on what actually happened in this process.  Bottom line, if the rigid break in period that you say "inadvertently" was done correctly, this issue with the loud pop and glass breaking would not have happened (even with the packaging materials issue).  As a result, if you would like us to come out to inspect both fireplaces, we would be happy to do that at our standard (out-of-warranty) service rate.  If you are interested in scheduling an appointment, please feel free to contact us.

  Customer Answer

  Date: 09/15/2022

  I am rejecting this response because:

   

  The packaging materials did cause the damage. In the Fireplace, the rocks were  lifted from the packaging materials underneath where the glass was broken at the right end of the Fireplace. When the packaging material/rocks raised hitting the glass. 

  Since the second Fireplace was never evaluated and considering what happened on the first one, that someone from your company was negligent in leaving packaging material in one Fireplace don't you think you should at least check the other Fireplace. If what you say about your track record with a long standing business, I would think you would try to make it right.

  Thanks,