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Business Profile

Appliance Sales

Hearth and Home Dynamics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Appliance Sales.

Complaints

Customer Complaints Summary

  • 1 complaint 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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Complaint status

Complaint type

  • Initial Complaint

    Date:02/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We purchased a new ventless fireplace from Lowes ************************* a distributor of this companys product. After purchase, we had the unit professionally installed. It worked as expected for a few weeks. After those initial few weeks, we began to have problems with the unit shutting off and the remote control not working in automatic mode. The company sent us a replacement burner assembly and a new remote control. We had the new assembly installed and paired the new remote, but this did not fix the problem of the unit working on automatic mode. Both myself and my partner have attempted to contact the company again, but they refuse to respond to us.

    Business Response

    Date: 02/09/2023

    Hello *********************,

    We're very sorry you had this experience with us. We take great pride in responding to all inquiries and finding solutions to satisfy our customers needs. I believe shipping you out an entire new burner system for your fireplace is a strong indication that we stand behind our product and its warranty. 

    I just looked back in our customer case history for the last 6 months and do not see any record of you calling. Nevertheless, we're sorry your issue doesn't seem to be resolved and we want to make this right for you. We will be contacting you so we can come up with a satisfactory resolution. 

    Sincerely,

    *********************************/VP of Operations

     

Hearth and Home Dynamics is NOT a BBB Accredited Business.

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