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Business Profile

Fireplace Installation

Gem State Fireplace, LLC

This business is NOT BBB Accredited.

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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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Complaint type

  • Initial Complaint

    Date:09/16/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    In early June, 2022, I contracted with Gem State Fireplace, LLC, to provide and install a wood stove in my home. *********************** (proprietor) agreed to bring the stove to my house so we could select brick of a complimentary color. At least ten times he gave me a delivery date but has never delivered the stove. I am now trying to get a refund from Gem State for the $5700 cash I provided up front for the materials. So far, ***** has refused to provide a refund, deliver the stove, or do any work, whatsoever. Since I no longer trust him to do the work, a full refund is the only acceptable resolution.I've spoken with a lawyer and will be filing this with the ****** County Court in the next week. Any pressure BBB can bring to bear on Gem State to get my refund would be appreciated.I'm attaching the text conversation with all of the broken delivery promises. I can provide a copy of the contract and proof of payment, if needed.

  • Initial Complaint

    Date:07/22/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On June 15 I paid ****** $2,932.00 via Venmo for a wood stove and all the piping to be installed in my home. I was promised a receipt and order number emailed to me which was never provided. Install scheduled for July 8 and that day Im informed the unit suffered freight damage which was just noticed day of install and a new one was being rushed. Rescheduled for following Friday July 15. Day come and the unit is late, then he cant get it because he cant get into the warehouse where its stored. Rescheduled for following Tuesday July July 19. Tuesday comes and late in the day he says theyre loading up the unit but its too late to come to my town, offers a refund but promises to leave at 5 am next day July 20 to install. July 20 at 9:30 am I ask if hes coming and he says he is getting fuel and snacks and on the way. At 11 AM I ask whereabouts and he says hes almost at mountain home which is less than 2 hours away from me. THREE hours later he starts sending me vague pictures of a car on the highway with no landmarks to decipher where he could be. I ask where he is and he sends me a picture of a restaurant that seems to be in Fairfield which is only an hour from where his last location was. Aggressively claims it took him 3 hours to get there when it only takes 1 because hes pulling a heavy trailer. TWO AND A HALF hours later I ask him for a refund since I believe he was never actually en route. At this point it has been EIGHT hours since he left when it only takes THREE hours to travel here. Very conveniently he tells me he drove all the way down but will refund me. No one takes that long to travel and takes the first chance to refund me. Next day I request to come pick up the unit I paid in full for with no response. Leads me to suspect that the unit never actually existed. Easiest resolution for him would be to give me the unit and be done with the transaction. I am requesting help getting a full refund- no product provided or work was done for me.

Gem State Fireplace, LLC is NOT a BBB Accredited Business.

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