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Business Profile

Fireplaces

Fireplace World

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/29/2024

    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.
    In December 2023 we had a gas fireplace installed, the install included masonry work which included cutting existing limestone rock to provide for a good seal for the fireplace. The fireplace was installed, but there was visible damage to exterior stone, I reported the problem to manager, they came and fixed the problem. A few months later there was an issue with fireplace not lighting they came to investigate and realized the firearm was not installed correctly. They had to remove unit and reinstall, while doing so the wrecked out masonry work done done prior, they have left it as an unfinished job and now want to charge me for unfinished work, saying they have to do more work to make it right, after the work they have done, it requires more work by their own actions. The workmanship has been very marginal at best, they have refused to respond to my correspondence of when the matter will be resolved. I am willing to give time to resolve issue but time is getting short.

  • Initial Complaint

    Date:07/10/2024

    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.
    Fireplace world had an employee fall thru my ceiling of our brand new home, that was still under construction, during their install. Painting had just been completed the day before this incident.Fireplace world was made aware of the incident and they came and looked at the damage as well as took pics. They paid for the Drywall repair but will not pay for the paint repair nor did they pay for the insulation replacement that had to be done do to their employee falling thru our ceiling.

    Business Response

    Date: 07/15/2024

    We handle this matter in a professional and fair manner. This client has advised she is seeking legal action, and we look forward to defending our position in court. We have and will treat all customers fair and professionally, but we will not allow a client to take advantage of an unfortunate accident. I look forward to sharing any and all appropriate information at the conclusion of any legal action. My hope is the BBB will defend our reputation from threats of litigation.

    Business Response

    Date: 07/18/2024

    We handle this matter in a professional and fair manner. This client has advised she is seeking legal action, and we look forward to defending our position in court. We have and will treat all customers fair and professionally, but we will not allow a client to take advantage of an unfortunate accident. I look forward to sharing any and all appropriate information at the conclusion of any legal action. My hope is the BBB will defend our reputation from threats of litigation.

    Customer Answer

    Date: 07/18/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    We used the same contractors we used when we built the house....no body was being taken advantage of.

    This situation has been turned over to our attorney and they will take it from here.

     

    Regards,

    *************************


Fireplace World is NOT a BBB Accredited Business.

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