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:11/29/2023

  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 purchased a gas heater online from Northern tool about 1 year ago (November 30, 2022) for my mom who lives in a different state. I paid $449 plus sales tax. The order number is on the attached receipt. An additional reference number is ******. The heater worked through the winter in 2022. However, in the spring/early summer of 2023 the pilot for the heater went out. There were no heaters available to exchange with at Northern tool, so it was suggested that I call the manufacturer, Bluegrass living. I called their number and at first was unable to speak to anyone. A voicemail was left that said to email them. I emailed them and got a response and began troubleshooting the problem with my mom’s help (we do not live in the same state). We have gone back and forth for months with the manufacturer troubleshooting. The gas company has come out twice to check for leaks and check the pressure of the gas line at my mom’s house. There are no leaks and the pressure is sufficient. We have cleaned the burner and sent it in for repair. The manufacturer tested it, but they did not find an issue. We received it back and our heater still would not work. We called them again they suggested we check to make sure the plungers were in place. The plungers are in place, and the heater is connected correctly to the gas line, but the heater still will not work for us. I am currently waiting on a call back from the manager (November 29, 2023) for a resolution. We believe the heater is defective and would like a refund of the purchase price plus Texas sales tax.

  Business Response

  Date: 12/01/2023

  To Whom It May Concern: 

  We received this unit back for rework under warranty on 10/25/23
  and immediately began testing the unit in our lab.  Through every test,
  the unit functioned exactly as designed.  Our Quality department has
  implemented a process in which we take videos of each unit that has been
  reworked prior to return shipping to show that it is running properly after
  work is completed.  Ultimately, our Quality team discerned that there was
  nothing wrong with this customer's unit.  I have attempted to attach a video of the
  unit running perfectly, which was uploaded by our Quality team on 11/01/23, the
  same day that we shipped the unit back out to the customer. Due to file type, we are unable to attach but will be more than happy to provide video if given an email to respond to.The tracking
  number for the return shipment is ******************, which shows that the
  customer received the unit back from us on 11/03/23.

  As the customer did not contact us within the 30-day return for
  refund period, we are unable to process a refund which is why we moved forward
  supporting the customer under warranty.  Please note that we paid for
  shipping both ways and ensured that was at no additional expense to the
  customer.  Based on the unit running normally in all testing and being
  fully functional upon return to customer, we believe that the impacting issue
  is on the consumer's end such as improper fitting size, improper external regulator,
  poor gas pressure, or incorrect installation.  

  
  We want to clarify that we are in no way refusing further
  warranty support to our customer. We have no record of a manager call back request from this customer.  Our customer can contact us Mon-Fri from 8am to 5pm CST at ************** for further warranty support.  

  We appreciate your attention and consideration in this matter.

  Thank you, 

  Bluegrass Living Customer Service 

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: On 11/29/2023 I spoke with ******** * and I told her I wanted to speak with a manager.  She put me on hold and then came back on the line after a few minutes and said the manager was in a meeting and would call back.  I had my phone with me the rest of the afternoon and did not receive a call back.I also think it is important that I get a full list of what to trouble shoot.  Every time that I call there is something different to check.  Even within the response there is something new to check.  I need all of the information given at once.  I am very FRUSTRATED with this process! It was mentioned in the response 4 things that should be checked.  2 of these are new to me.  Questions about this follow. Improper fitting size- Improper fitting size of what? Improper external regulator - What is that and where is?  What do I check? Poor gas pressure - The gas company has been out to the house twice in this process.  I spoke with the technician over the phone the last time which was about 11/28/2023 or 11/29/2023.  He said there were 6 oz of pressure going to the unit.  He told me that 4 oz equals 7 water columns.  So the pressure to the unit is sufficient. When I spoke to Patricia on 11/29/2023, I told her this information.  I also told her the plungers were in place as well.  I asked to speak to a manager. Incorrect installation - When I visited my mom who, I checked to make sure it was installed correctly.  As far as I can tell from the instructions it was installed correctly.  As I mentioned before,  I feel extremely upset, frustrated, annoyed and angry about this situation.  What I need is either a working gas heater, an exchange of the heater or a refund so that I can get my mom a different heater.  I value her comfort, and currently she is not comfortable in her own home.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/16/2023

  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 purchase a propane heater 30000 BTU on May 24th 2023 the heater come with a one year warranty and I put down the order number on my book but I must have had what they say put down the wrong number they cannot find me in the system which I called and rested it and they refuse to make the heater good it has messed up and only thing I'm asking for is a replacement heater the heater is 3 to 4 months old just being used one half months I have the serial number I have the model number I have everything but they want to purchase number I even have the credit card receipt but they still cannot help me said we need to purchase number when we look you up we cannot find you and her system with the name it's funny how they found my credit card when they come up there to pay for it but I think they're just a bunch of people that sell you the junk and don't really stand together with their warranty thank you

  Business Response

  Date: 12/01/2023

  To Whom It May Concern, 

  We are in no way attempting to evade our responsibilities to our customers under their 1-year warranties.  In order for us to create the ticket for warranty work to happen, we have to have a purchase order to attach it to.  Even if it wasn't purchased from us directly, our accounting team is able to build the order into our system with proof of purchase.  Without an invoice, or other valid proof of purchase, we have no method of confirming that the consumer purchased this unit within the last year, or if they purchased it second-hand or new, and so on.  

  We are confident that one would understand the necessity of providing proof of purchase when making an effort to utilize a warranty.  The customer is welcome to contact us Mon-Fri from 8am to 5pm CST at ************** for additional guidance in obtaining his proof of purchase to help us help him.  

  We appreciate your attention and consideration to this matter. 

  Thank you, 

  Bluegrass Living Customer Support 

• Initial Complaint

  Date:05/08/2023

  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.

  I purchased gas logs from Lowe’s September 14, 2022 PO# 222143598 with the inventory # B24EL-1 and they were shipped directly from Bluegrass Living. On December 23 during the really cold weather the receiver for the remote blew apart and it took until February to get it replaced. In March the logs completely stopped working and I had to trouble shoot them and mail them back for repair. They were returned today, Nay 8th and they have the same problem. I had the gas company come out to “check the pressure coming into the house” as I was instructed by the gas company and I was told the pressure coming into the house is exactly where it should be. He looked at the logs snd said it was a bad thermocouple
  I have contacted Lowes and they cannot do anything since I bought them more than 30 days ago and I have to work with the manufacturer and Bluegrass Living has been a nightmare.
  I am now waiting for a call so I can troubleshoot with them.
  ****** ******* ************

• Initial Complaint

  Date:01/09/2023

  Type:Product 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.

  On 4 December 2022, I purchased a Bluegrass Living gas log set from **** ******* online portal. I picked it up from the local store on 16 December 2022. I secured a local plumber to install the set on 21 December 2022. Upon installation, the remote control failed to initialize or work as indicated in the manual. The local plumber reached out to Bluegrass Living for assistance via their toll-free number to no avail -- no way to reach a human being. I emailed the company on 24 December 2022 asking for help with the remote. I received a reply with instructions on 29 December 2022. I attempted to follow the instructions but didn't get past the first step because the remote controller on the log set failed to produce the "series of 3 beeps". I emailed again on 1 January 2023 saying it failed. The company replied asking for a copy of my receipt, which I sent on 3 January 2023. On 5 January 2023, the pilot light went out. When I tried to re-ignite it, the igniter switch stopped working and I could not relight the pilot. I emailed Bluegrass Living on 5 January 2023 alerting them to this fact and have received no response.

• Initial Complaint

  Date:08/10/2022

  Type:Delivery 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.

  Ordered a product (18" ventless gas fireplace log insert) from ***** and it arrived broken. I immediately contacted ***** and the told me I had to contact Bluegrass Living. I emailed them immediately and provided pictures and they agreed to send another log. However five months later I have emailed them several times and they keep saying they'll "send the tracking number when they have it" but they never have. I feel as though they are scamming their customers by not providing appropriate customer support and making returns/refunds impossible for their damaged goods.