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:11/16/2023

  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.

  November 2021 I had Hearthmaster install gas logs in 2 different fireplaces (kitchen and living room). The kitchen fireplace has smelled of gas since installation. I have had my plumber out 5 times to test for gas leaks and they can find none, they said it was most likely the shutoff valve for the new logs. I have called this company several times to have someone come out. I finally got a repairman to come out and he said they were fine. We turned them back on and the gas smell came back. After many more calls, the owner finally came out, spent about 3 hours here and pulled them apart. Said everything was fine and put them back together. However, I asked him to turn them on before he left and they would not turn on. So he pulled them apart again. He was trying to pinch two pipes together to stop gas from leaking out of where he thought it could be leaking from. That's when I got very nervous. I told him since they were under warranty I wanted a new set. He agreed to look into it and said he would get back to me. He has completely ghosted me. Not to mention that when he was still trying to come and look at the problem, initially, he kept emailing me times he could come by and when I didn't email him back right away he said he'd already moved on. Who emails someone in 2023 for time sensitive information? He did not want to come and look at the logs. Now this season, I went to turn on the other set of new logs in the living room and they won't turn on. I am now going to hire another company that knows what they're doing with GAS and have the ************ replaced and see if I can repair the living room ones without replacing them. This has been a huge headache and a lot of time invested in trying to get a resolution. I don't think a company like this should be installing gas appliances in peoples homes!

  

  Business Response

  Date: 12/18/2023

  ********************* initially reached out to our company on 10/22/21 in regard to purchasing two sets of gas logs. At that time, lead times on fireplace appliances were extremely long, so ********************* agreed to purchase two displays from the sales floor. The two log sets she requested were installed in her home on 11/22/21 and her bill totaling $3850 was sent. We sent an email to ********************* on 11/29/21, making sure everything was acceptable regarding the service she received, and to clear up any questions she might have had about the products she had installed, or her bill. ********************* did not reply to that email. Sometime between 11/29/21. On12/02/21, ********************* contacted us again citing an issue with one of the new appliances, and an appointment was offered to her for 12/02/21, which she declined due to "her own wacky extracurricular" schedule. She was contacted again on 12/03, 12/04, 12/07 and 12/08/21, and the follow up appointment was scheduled 12/8/21. ********************* paid her balance on both log sets on 12/09/21. ********************* contacted us 01/19/22 stating she couldn't get the appliance to ignite, and a warranty call was scheduled for her on 01/31/22. Another service call was scheduled for her on 02/02/23 after she had called reporting she was smelling gas and couldn't get burner to ignite. She reached out to us again in August of 2023 stating she was still experiencing the same issue. Between 08/10/23 and 08/24/23, we exchanged 10 emails trying to agree on a scheduled service date. The last email Hearthmaster sent to ********************* requested that she send her availability for the week of 08/28/23, and ********************* simply replied "Sure" without providing any available dates or times. ********************* made no attempt to contact us via phone or email after 08/24/23. Her next correspondence came in the form of leaving a 1-star review on ****** and sending this complaint to the BBB on 11/16/23.

   

  The owner of Hearthmaster, *********************************, acknowledges there was a tiny leak on a fitting from the factory that was found and addressed but another issue was discovered on the date of that visit, and he did not have time to diagnose. A return trip needed to be scheduled. ******** has 18 years experience connecting and servicing gas hearth appliances, and there is nothing in the services provided to ********************* that can be accurately described as pinching two pieces of pipe together. The warranty through Hearthmaster company will still be honored. ******** acknowledges that her request slipped his mind after it had been many weeks without contact from *********************, however it is an unfair assessment that she was "ghosted" by anyone at Hearthmaster.