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:02/18/2025

  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.

  The company used my lumber to frame my fireplace at my build site and still charged me for using my lumber. They placed a rubber boot on my metal roof and it was ripped. Instead of replacing it, they covered it with a bunch of caulk.

  Business Response

  Date: 03/10/2025

  On 08/17/2024 we started a job contract with Mrs. ****** where we would do the building of the facing, hearth area of her fireplace. She would provide the stone and framing lumber and we discounted the estimate to account for that. The first issue we had was getting the stone, and once we did get the stone, we discovered it was severely damaged and unusable. When we did the framing, we used the wood on site for framing which was in the plan all along, We started the boot on the roof and knew we would come back and reseal it, then a snow storm his our area and we had to postpone until the weather permitted. It was at this time that she canceled the rest of the work on the contract and we offered her a refund for the work not completed. We offered her the refund check and she claimed to be too busy to stop by and pick it up, so we sent the refund check via us mail. That is the last we heard. 

• Initial Complaint

  Date:10/30/2023

  Type:Order 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.

  Down payment made on 10/05/21 Date of install 05/03/22 I am emailing the documents with photos to you.There is a 2 year warranty.

  Business Response

  Date: 11/13/2023

  First, we make a proposal of the work client wants done. The client wanted the mantle placed lower than we typically advise but was insistent it be installed the way they requested. We Installed the requested unit for the customer. Customer complained that the unit was emitting too much heat. We sent our team out to the location and made some adjustments to the unit in order to lower the temperature emitted, then customer complained that the flame was too low. Flame height equates heat so there wasn't much more we could do on that front.  Was then notified that customer stated the unit was not meant to be an LP (liquid propane) unit, but all of the units are designed to be either LP or natural gas, the only difference is for LP we use an LP conversion kit on the unit which is what we did in this case also. Our company/crew has over 40 years of experience in this industry, and we have gone above and beyond to resolve this matter, to the best of our ability. I have sent my staff to the residence on several occasions to try to remedy the situation but to no avail.

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Custom *********************************** installed a new Regency fireplace insert on February 28, 2022 for $4,384.86. It worked great for the next 30 days, at least 10 good fires. Then it suddenly would not burn hot enough to keep going and would go out when the door was closed. I tried several more times when the temperature was below 40 degrees, but still would not work. I contacted *******************, who sold us the insert, on April 12th and told him how it was performing. He immediately said I was not building the fire correctly, even though it had worked for at least 10 previous fires. He had no explanation. He told me to review the fire building video online. I did and it was exactly what I had been doing. I called on April 15th and left a message. No one called back. April 18th, I called again and was able to talk to ***, ***'s son, who had installed the insert. He came out that afternoon and tried to build a fire but he couldn't get the fire to stay burning either. He then said our chimney was not tall enough. Even though I didn't think that was the issue, asked what it would cost even though that should have been identified and corrected at installation. After 4 days waiting, I called back. *** asked to wait until the hot weather was over. ??? I agreed. On October 7th, *** extended the chimney by 4 ft. That evening, I tried to build a fire, but it still would not work. I sent *** a message. He said it was still to hot outside, even though it was 45 degrees. He wanted me to wait until December?? The next morning, 38 degrees, I tried again. Still wouldn't work. Sent *** another message and he replied stating they had done all they could do. Over the course of this issue, I have sent several letters to try and get this resolved. I have asked for them to come and take the insert out to see why it will not draft properly. Have not received any reply since last letter. Also have contacted Regency, but have not received any help from them either.