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:12/24/2024

  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.

   I am rejecting this response because:
  It was another technician cleaning the fire logs and I asked which way was open and closed and made sure to make a mental note. I thought it was strange that pulling the lever down was "open" but I took the professionals word for it. The smell of gas was strong that is why carbon monoxide detector was recommended by the owner of the company. The next time I went to start the fireplace I realized it had been in closed position when it was pulled down and open when pushed up. I am positive the time it was on during service it was closed and I demand a refund for the cleaning service portion. Your company was negligent and put me and my 1 year old son in danger while you were there and misinforming me. I am appalled that a profession company would make such an error in the first place and then not take responsibility for it.
  
  orming me. I am beyond upset at this situation and quite frankly the "service" provided was negatively impactful rather than improving the quality.

  

  Business Response

  Date: 01/05/2025

  We were called out to inspect and service a gas insert ($189) in a premanufactured fireplace on 12/9/24. We also cleaned a dryer vent ($169)and installed a vent cover ($55). Gas fireplaces do not put off creosote so the chimney does not require cleaning. The unit was serviced as requested and the customer was not charged the cost a woodburning chimney cleaning. The cost was of all services were quoted to the customer when she scheduled the appointment. The unit was an older vented log as noted on the receipt. The technician initially showed the customer how to user the damper on this premanufactured fireplace and which way was open and which way was closed. The technician, who is also the owner of the company, has 35 plus years experience and is very familiar with premanufactured fireplaces. Upon firing the insert, the technician informed the customer that draft and ventilation with a vented product can sometimes be an issue due to proper draw/draft.  It was suggested the customer replace the vented unit with a vent free unit that does not require the damper to be open and would eliminate the draw/draft (ventilation) issues.. The customer did not choose to take our recommendation, so it was suggested to her to install a carbon monoxide detector for her and her family's protection based on the possible ventilation issues. As far as the damper, it was opened while servicing the unit and closed upon departure to prevent heat loss. The customer was clearly informed that running the log with the damper closed would create carbon monoxide. A carbon monoxide detector was suggested for their safety.  This is not a product we sell. 

  I have attached a copy of the receipt for your convenience.

  Regards,

  Dusty Brothers

  

  Business Response

  Date: 01/07/2025

  For 34 years, Dusty Brothers *** has prided itself on customer service. We do our best to educate customers on appliance operations, in this case, a vented gas log in a premanufactured woodburning fireplace. Unfortunately, Dusty Brothers cannot be liable for operational error. If there were any question in reference to the damper being open or closed, the unit should not have been fired. The customer should have contacted the office for technical support and/or referred to the manufacturers owner manual for proper damper operations.

  Customer Answer

  Date: 01/07/2025

   I am rejecting this response because:
  The user error was your technician. So if you are professionals and don't know when a flue is open or closed I will make sure everyone knows that as well as how unprofessional you are in how you deal with your clients. Hope my money was worth it. And again, your technician put myself and my 1 year old son in ***** way leaving the fire going with the flue closed.