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Business Profile

Hardware Sales

Gibb's True Value Hardware

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:12/12/2022

    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.
    I went in to Gibbs True Value in ******** ** on 10/30/2022 and ordered a ******** ****** *** gas log set with a thermostat that I paid $1044.10 for. I received the log set in the beginning of November (probably around the 7th or so). The thermostat is malfunctioning. The gas log set comes on by itself when the thermostat is off or even when the tempsture is set to a lower temp than the room. I called the store on Wednesday December 7th to let them know about the issue. I was told that there could be interference from another device such as a garage door opener and They gave me troubleshooting steps to change the frequency of the thermostat and remote and let me know that if I continue have issues afterwards to bring in the thermostat and remote to have it replaced as it could be faulty. It is absolutely mind that a gas appliance could be capable of receiving interference from other devices. This is dangerous and cannot be legal. After completing the troubleshooting steps I noticed that I am still having the issues. I called today to set up a time to return and exchange the thermostat on 12/11/2022. I was now told to wait for a call back from the installer to troubleshoot the device. I have a gas appliance which is my main heat source that is dangerously malfunctioning in the middle of December and I’m told to wait before i can exchange the malfunctioning part. This is putting my family at extreme risk of a potential fire or carbon monoxide poisoning and is absolutely uncalled for. This needs to be addressed immediately.

    Business Response

    Date: 02/20/2023

    We spoke to Mr. ******* when he originally called in.  we had to have a technician to evaluate the logs as would a mechanic have to evaluate a Vehicle.  Once our installer did, we replaced the faulty remote as per manufacturer instructions.  This remedied the problem and Mr. ******* agreed and accepted.  I spoke with him on 02/17/2023 in regards to this complaint with BBB and he said he was satisfied and was removing the complaint rom the BBB.  We have taken care of this problem and should be no complaints.

Gibb's True Value Hardware is NOT a BBB Accredited Business.

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