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Business Profile

Fireplaces

Fireplaces USA LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

Customer Complaints Summary

  • 20 total complaints 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:05/03/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order FE2989 placed Feb 22, 2024. Estimated delivery was mid-late March. After several emails and calls we finally received partial order, but no fireplace insert. Now the order on the account says its no longer available, but there was no notification of this. Now, we can't reach anybody. No one responds to emails and phone line is always busy, no matter when we call. We are done with this company. Can you help us get back our $4k? We.will take legal action if necessary.

  • Initial Complaint

    Date:04/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 these propane fireplace burners in February for a new home build. My builder is changing to natural gas. I am trying to exchanged these for natural gas burners. I cannot get anyone to return the items. When you call the number it is always busy. I have emailed and got a response from *** who says he is waiting for the return team to process it but that was over 2 weeks ago and now he won't return my emails. I have exhausted all options to talk with someone.

  • Initial Complaint

    Date:04/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 not able to contact the company by phone r email. They responded quickly to a broken log for gas fireplace.Order FE3019 REQUEST ***** Log # R- ***** rear log The phone goes to busy - no response to emails.Thank you

  • Initial Complaint

    Date:05/01/2023

    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.
    Purchased fireplace and it was Delivered on Friday March 24th. This was for new construction home so it has sat on its pallet for one month and 2 days. We had to wait until framing was complete to try to open so we would NOT damage it. This fireplace has two dents on the lower portion of the fireplace after we opened the cardboard this week on April 26th. We are 2 days outside of return window. I am kindly asking for understanding in this situation because the exterior box was NOT damaged so we are unsure but likely happened at the manufacturer. It could have been from a pallet **** and maybe the exterior box was replaced. Pictures are attached. We would like a decent sized refund sent to ** for this inconvenience because they already told me that they would not send a replacement. This is unacceptable customer service.

    Business Response

    Date: 05/12/2023

    According to our shipping policy, customers are required to inform us of any damages within 2 days. However, in this case, the customer reported the damage 30 days later. Despite this, we have decided to compensate for the damage and the issue has been resolved. Please read our shipping policy here *********************************************************

    Customer Answer

    Date: 05/12/2023

     
    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. They issued a $450 Amazon gift card and we are fine. Please close/rescind the complaint 

    Sincerely,

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

Fireplaces USA LLC is NOT a BBB Accredited Business.

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