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Business Profile

Fireplaces

FLAME-TECH
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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:03/06/2024

    Type:Billing 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.
    Date of install of a wood stove was 2/15/2023, I paid $4,500 in total. When the job was done the guy lit a fire and went over the basics and then handed me an IPAD to sign the job was completed and I was satisfied, no conversation at all. Now just recently Flametech sends me an email saying my annual maintenance appt is 4/2/24 and it'll be $299 AND if I refuse this service they'll charge me $179. I know I signed the IPAD but, slipping this in there is shady and I really had been happy with them but, will now never do business with them again and will warn others. My question to BBB is can I refuse service and not pay them? Have others complained? What they are doing is probably legal but, not ethical. Best regards,

    Business Response

    Date: 03/07/2024

    Good morning,

    We provide "pre-scheduled" dates for annual service as a courtesy so that our customers can take advantage of discounted spring and summer pricing. The client does not have to keep the appointment and can cancel or reschedule the appointment without paying any fees.  We send a postcard reminder 30 days or so in advance and follow up with email and text message reminders as we get closer to the scheduled date giving the client ample time to cancel or reschedule the appointment if desired.

    The dispatch fee of $179.99 is due only if our technician arrives on the scheduled date and the client decides at that time that they do not want to proceed with the scheduled maintenance.

    We will work on rewording the verbiage in the prescheduled line item so that it reads clearer. 

    I hope this explanation helps. Please feel free to call the office at 302-996-9250 if you have further questions.

    Sincerely,

    , FLAME-TECH

    Customer Answer

    Date: 03/08/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. Thank you for your help as that was not the original response I received. 

    Regards,

    Complaint ID: 21392178

     

     

     

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