Complaints

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:10/03/2023

  Type:Order 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.

  The company installed stairs and a deck. The stair project was left unfinished. I have video, images, and communication with the company talking about how the job is unfinished. Ive paid approximately $60,000 up to this point with an additional $6,500 due. Im not paying the balance due until the project is complete. Ive attached two photos. I have video that shows the issues in even more detail. -***

  

  Business Response

  Date: 10/04/2023

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

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20693427
  
  I am rejecting this response because:

  The reply from the business only states the owners name and nothing else. This is no surprise given their lack of integrity in not finishing the project either. Another example of a poorly run business with poor customer service. 

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/04/2023

  Hello, for some reason *******'s complete reply did not post, only her name posted.  We would like to reply to this customer, please help.  Thank you.

  

  Business Response

  Date: 10/13/2023

  GM

  The customer requested additional item be added as a change order to his project but did not want to pay for the additional work. Agreement was reached to this dispute and customer has paid his bill as agreed. Customer told us he has removed this complaint. Please call me at ************ if this is not so. Thank you. 
  **************************;

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

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20693427
  
  I am rejecting this response because:

  there was never a requested change order for services provided. They left the job unfinished. Id like to keep it open to make others aware of this companies unethical business practices. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/21/2022

  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.

  After six years of having issues with the Quadra-Fire Mt ****** E2 pellet stove, emails to the owner *** who installed it ignored, I have discovered that the unit was not installed correctly. The ************************ showed up after my neighborhood filled with smoke and advised me not to use my pellet stove. It is recommened that least 60" of vertical pipe be installed when appliance is vented directly through a wall. There is a 36" vertical pipe on mt unit. An outside air kit ( OAK-3) is recommended in all installations and was NOT INSTALLED. My historic home built ****, was in danger from careless install. CANNOT use stove which I paid $5,000.00 and should last 20 years.

  

  Business Response

  Date: 11/23/2022

  The customer purchased a pellet stove in July of 2016 -- 6.5 years ago -- from a prior, closed company that was located at this address, New Earth Pellets.  I do have access to those records and located the receipt, which shows that it was a materials only purchase with no installation or labor included.  The customer would have had a third party installer deliver and install the fireplace and she would have paid them separately and directly. 

  I tried to help the customer and in discussion with the customer she revealed that the venting system has never been cleaned, which will result in smoke due to build up in the pipe. Proper scheduled maintenance is required.
  
  An outside air kit is not required in all installations nor is a 60" pipe required.  These are moot points as New Earth ****** did not install the stove, just sold it, and we are a separate business incorporated in 2018, but I did want to address them as the customer included that in her complaint.