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:01/02/2025

  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.

  Contractor was contacted to fix a problem with my fireplace. We did NOT obtain a quote (we give people the benefit of the doubt and assume people are generally reasonable and honest). Contractor came and verbal approval of work was given with the understanding of reasonably priced services. Approval was given for obtaining a part and installing it later. The contractor came back and then installed the part. Afterwards, we received an invoice with multiple issues: 1) the diagnostic work was at a rate of $200/hr. We never agreed to such extraordinarily, abnormally high rates.2) the diagnostic work was listed along with misc work. As described above, contractor was not contracted for miscellaneous activity but to fix a specific issue. Contractor stated this work was done because, "[it] is recommended by the ************************************..." Or put another way: work was done at the direction of a third party, not us. We would never agree to paying $200/hr to do something such as cleaning glass.3) The invoice billed us for two hours of installation time. The installation took about an hour. Contractor asked to stay extra time to watch the fireplace. Approval was given so that the contractor would have an opportunity to do more business should another issue present itself. We were charged an extra hour at $100/hr for the contractor to hang out in our living room for an extra ***** minutes while chatting with my kids. It was not disclosed that this time would be counted as $100 of service. The contractor was not close to staying two hours in any case.The contractor's website does not provide any idea of how much services cost or what their hourly rate is. It states Free Estimates are given, but one must Request an Appointment. Requesting an Appointment did not in fact prompt a free estimate. Contractor states one must rerequest a free estimate upon the contractor's arrival. Given the invoice issues, one has to question the intention behind this practice.

  Business Response

  Date: 01/07/2025

  Home Fires **** is a small, local, family owned business providing fireplace repair services to central ****. We strive to provide the best service possible at the most reasonable price possible to our customers. We frequently re-evaluate our pricing against other area businesses providing similar services as well as against national industry pricing standards.

  A standard service visit includes: remove/reset logs/embers, clean pilot assembly, test valve, clean fire box, clean glass. During this visit diagnostics and maintenance/repair cleaning procedures were completed in order to identify and/or fix any problems found. Frequently, not always, these procedures are all that are needed to get an unmaintained fireplace back up and functional.

  Invoice 2299 accurately reflects the work completed and the parts used. We worked to ensure the fireplace at this location was up and functioning per request. Parts are not returnable.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22756401
  
  I am rejecting this response because: the invoice does not reflect the agreed upon work (to fix pilot) nor agreed upon pricing ($200/hr is well beyond what any contracted service costs) nor the time expended (rounding up to the nearest whole hour was never agreed upon). I maintain that despite not obtaining a quote does not mean a contractor can charge whatever they feel like.
  
  The invoice lists $378 for labor. If we take out the work that wasn't requested by the customer and use the labor rate as specified in invoiced, the initial visit is more reasonably and accurately accounted as $89/hr * 0.5 hr = $45. If we don't round up to the nearest whole hour but stick to when work was actually performed (if we say sitting in my living room talking to children can be counted as "work"), that's $89/hr * 1.25hr = $111. A reasonable and accurate invoice would be $156.
  
  But in the spirit of compromise, may I suggest we split the difference so we can move on and say $267 total. $89/hr for 3 hours.
  
  So that our transgressions might serve a different purpose, for however much the invoice is brought down from $378 in labor, I will donate that money and match it to the Food at First **** food pantry. If we compromise at $267, I will donate $222 to the food pantry. If the contractor brings the invoice down to $156, I will donate $444 to the food pantry. Donation to be made on behalf of Home Fires, Inc.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Met with ***** from HomeFires first week of November 2021 in her store to purchase a wood stove and insulation of wood stove. Was quoted $1200 for wood stove and she would come look at our home to make sure we could put one in. She came to our Home in November 2021 said yes not a problem we paid her $1300 11/19/21 for the stove, she said it was in stock she checked and would be here in two to three week then she would get it put in. Then she called around Christmas and said actually the stove was going to be more than that price did not include pedestal or feet that would be extra $250. Then no communication until the first of Feb 2022. Oh stove is here but we can't put it in for a while. from time ordered to install three months. Feb 15 install finally (3 months)We cannot use stove does not draft. Mr ****** said that they have pipe or could have pipe next day to fix but ***** said she would take care of it.MR. ****** brought a lot of boxes in the house and took a lot back out to truck that they did not use.When MR ****** left they said do not use it.They are right it has filled our house with smoke several times. When the wind blows.I emailed *****. She did not contact us about the extra pipe. Several weeks went by. No word from ***********We contacted ***** and she said she would be out the next week.***** came out and did nothing said she did not have a big enough hammer to get top off and that she would be back next week with lift. We have never heard from you again until receiving the invoice in the mail yesterday 7/21/2022!Our stove does not draft, is to close to the wall so we can not use it. we paid ***** $1000 7/2022 upon receiving invoice and asked for a detailed invoice on supplies and asked for credit because of our extra expense. Now she is charging us interest for not paying in full!!

  Business Response

  Date: 09/22/2022

  This issue was resolved directly with the customer prior to me receiving the notice in the mail