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:01/24/2024

  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.

  We purchased gas logs from this business and was told they would service them if we had an issue. Their advertising says they service their products. Our logs stopped work in December and we put in a service request and called them. They said it would be a couple of weeks but that was 6 weeks ago. Now when we called back they say they are not going to fix our logs because they can’t come to Portland for just one service call. That is not what they told us when we purchased them!!!!!! If we knew that we would have went somewhere else!! We just went thru a terrible cold spell and needed these logs working. They did not tell us they weren’t coming until the 3rd time we talked to them!!!!!!!!! That is a messed up way of doing business and they are still advertising and bragging about their service!!

  Business Response

  Date: 01/31/2024

  We apologize for the frustration caused by the longer than
  usual lead time for the service request and promise we all wish we could have
  taken care of it sooner. We’re sorry the customer was discouraged by the lead
  time. The gas logs were purchased and installed 5 years ago. Our records
  indicate they have never been serviced. The manufacturer recommends annual
  service. The customer called during the height of our busiest season and the
  longer than usual lead time for service prompted this BBB claim. We serviced over
  115 fireplaces in Dec. and Jan. Service is an integral part of our business and
  something we prioritize every day. We advertise that we service our products and
  we do just that. I’m sorry that lead times run longer during the winter. The
  best thing a customer can do to safeguard against this is to have their
  fireplace serviced in the Spring/Summer. We plan service “routes” to work on
  multiple jobs within the same geographic area and keep service rates down. We
  work in TN a couple of times a month. This job was in TN approx. 40+ miles from
  our shop, so it was being routed with other jobs within the area. Our techs are
  highly qualified and follow a path to becoming “NFI Certified Gas Specialists,”
  which is the highest industry standard and is a primary reason our customers work
  with us. Our service dept. gets booked out very far each Fall/Winter –
  especially by December. This year we also experienced a death in our family
  which pushed our service work out further than usual. We are a family-owned and
  operated company, so a death in the family impacts us all. I’m sorry this led
  to a longer than usual lead time for their request. This was an unplanned
  family emergency and required us to close for several days. We apologize for
  the frustration caused by the longer than usual lead time for their service
  request, but we never declined to service their logs. We appreciate their
  business.

• Initial Complaint

  Date:03/08/2023

  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.

  Purchased a pellett insert and it was installed 1/19/2023. Started having operational issues within first week. Can't get anyone to make service call to fix issues. Phone rings busy 24 hours of day 7 days of the week.

  Business Response

  Date: 03/16/2023

  I spoke with **** **** and apologized for just hearing of any issues she was having with her stove. We believe she must have been calling the wrong phone number because it doesn't make sense for it to ring busy 24/7 and never give her the opportunity to leave a voicemail. I explained that we have two phone lines and multiple employees using them throughout the workday, but that the lines will rollover to voicemail if no one answers them. They are landlines, so we do not have a call log; if a voicemail is not left we do not have any record of the missed call. We also have a showroom available to speak to us in person 5 days a week, published email addresses and messaging available from our website. We try to make communicating with us as easy as possible. She understood.
  

  We discussed the issues she was having with her stove and I relayed my sincere apologies for just hearing of them. I assured her the stove she purchased has a full warranty and any repairs would be at no cost to her. She was happy and relieved to hear that. I told **** **** we will send a technician out to diagnose and repair any issues with her stove, and that we would call this week to set up an appointment. She was very happy with this resolution.