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Business Profile

Fireplaces

Fireplace Concepts, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

This profile includes complaints for Fireplace Concepts, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Fireplace Concepts, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:12/17/2023

      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've been wating since the end of October to get my prefab fireplace doors. When **** came to my home to do the measurements (I have 2 fireplaces) the measurements he wanted to do were all the way against the fireplace box doors. I explained that the doors should be outside overlapping the brick, but he said "no". I did some research and also know by looking at other fireplaces that the boundaries of the doors need to be outside the fireplace box. Found out today 12/14/23 that **** has NEVER installed a prefab ever before. There were other damages and other issues with the doors ( spaces between the glass doors- not even at all) and I asked for my money, half of the down payment 932.50 back. He refused and said he would send someone else out here to make them fit. I want my money back, it is not a good fit. Please help. Its called Fireplace Concepts ************* located on Regency Rd., Lexington, KY. The owners names are: ****** ********,
      ***** *********, and ***** ****. I did ask to speak with any of them and was told they weren't there, after i was told one was there. This should have been done correctly, yesterday. I've been waiting since early October. All I now want is my money back.
      The person who did the fireplace/ Box measurements (****), stated he had done thousands of these before, but when I asked how many prefabs he had installed his answer was zero, none. I haven't received a phone call or any correspondence from anyone there and I haven't
      tried to contact. Please help. Thank you, **** ******* ************ ***********************

      Business Response

      Date: 01/24/2024

      Fireplace Concepts, Inc.

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

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

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

       

      ***** ******

      Better Business Bureau, Inc.

      13104 Eastpoint Park Blvd.

      Louisville, KY 40223

       

      January 23, 2024

       

      Dear ***** ******,

       

      RE:         Complaint filed 12/15/2023

                      I.D. #********

                      Customer: **** *******

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

       

      This issue was resolved on December 21.2023 when I, ****** ******** (one of the owners of Fireplace Concepts) met with the customer, **** *******, at **** ********* **** ********** ** *****.  I explained to *** ******* how we measure and install aftermarket doors on prefabricated woodburning fireplaces.

       

      The customer thought this was incorrect because it did not match up with some of the doors that she had seen on the Internet.  I installed both sets of doors.  Upon completion, the customer was very appreciative and seemed to be happy with the end results. She never mentioned a refund during the installation process of the custom ordered doors.

       

      Another concern of hers was cold air infiltration from the fireplace.  I explained to her that the aftermarket doors will not resolve the cold air issue and advised her on how to solve this issue.  I also recommended that she wait until spring when the weather is warmer so the vinyl siding can be removed without cracking or breaking.  She thanked me for that advice and said that’s what she would do. 

       

      Neither I nor my office staff have spoken with or heard from the customer since that day.

       

      Sincerely,

       

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

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

       

                     

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