Fireplace Equipment
Fireplace ChoiceThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Fireplace Choice's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 15 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/14/2025
Type:Delivery IssuesStatus:ResolvedMore 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 April 17th 2025 I ordered a stainless steel door and trash assembly. The $499.99 was charged to my account a few days later and I received a order confirmation email. Now nearly a month later I have no update on my item which was supposed to ship in a few days. Emails to the contact address bounce and calls to the customer service line are never answered. I need my item to be shipped asap or be issued a refund.Business Response
Date: 05/14/2025
Good evening, I hope you are doing well. We were out of stock of the item, awaiting a shipment from the distributor. **************** was supposed to get back to you. We will retrain the staff.
Your order has been fully refunded, it may take a few days to appear back on your card. I sincerely apologize for the inconvenience, if there's is anything else I can do for you please let me know.
Attached is a screenshot with the card details omitted.
Have a great day!
Customer Answer
Date: 05/20/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** ******Initial Complaint
Date:01/21/2025
Type:Product IssuesStatus: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 pair of buckstove 10 1/2MF-270450firedogs on January 5, 2025. I cannot access the tracking number now but I received an email on January 19, 2025 asking for a review as though they had arrived. Tried calling today to check on them but the phone system does nothing but hang **** I want to know if the order has actually been sent and if not Id like a refund.Business Response
Date: 01/22/2025
Good afternoon, I hope you are doing well.
The carrier **** Experienced a Delay, the last scan was two days ago as per the attached image, we have requested a trace from ****. I will have one of our staff reach out to you for your preferred resolution.The Tracking Number is: 420397399305510597203922378008
It can be tracked here: **********************************************************************************************Initial Complaint
Date:12/23/2024
Type:Delivery IssuesStatus:ResolvedMore 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 date of my order from Fire Place Choice was 12/12/24. My order number is ******. I ordered a gas control valve propane a Mertic GV60M1-B5L3HM-0004. On their webpage under the discription of the product, which is SKU: R13286, it says "Free shipping on orders over $199, Under the heading great reasons to buy from us. I had emailed a ****** letting them know that they charged me shipping when it clearly says that they wouldn't if my order was over $199. My order for the part was $272.73 plus the shipping of $5.93, total of $278.66. Now, it's not that the shipping was so much but that they are advertising free shipping for orders over $199. I recieved an email telling me my order wasn't over $299 so I don't get the free shipping. On their site it plainly says, orders over $199. I tried, today, 12/23/24 to chat, no one answers their chat. Called & after you press the number on their recording to speak to a person, it hangs up on you. Something is going on. I'm glad I did get my product but will never do business with them again if this is the way they treat their customers. I'd like a refund of the shipping.Business Response
Date: 12/26/2024
Good afternoon, I hope you are doing well. We have refunded the shipping charges, our website was going through an update to our shipping policy. We have also hired a new **************** Agent and we sincerely apologize for the lack of communication. Thanks for your patience and have a great day.Customer Answer
Date: 12/30/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you very much for looking into this problem they were having with their website. I hope they get it corrected before other customers have the same situation. Thanks agin Fire Choice for your promt response & also thanks to ****** for her help in this matter.
Regards,
****** *****Initial Complaint
Date:06/11/2024
Type:Product IssuesStatus: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 ordered a Napoleon GPV Blower (W062-0026) for $531 on 5/29/2024. I was supposed to receive the product in 3-7 days and I have yet to receive any communication, any tracking number, any responses to my multiple emails, phone calls, and even tried to chat with a rep on the website. After waiting for 3 hours for a live representative to get on the chat, it finally disconnected me. This is probably the most unprofessional purchase I have ever made on any website in the years I've been doing this. I can't tell if this is a scam or if this is an actual person who doesn't care about their business. I requested a full refund of my payment and haven't received a response to that either. I even contacted PayPal to try to recover the money and that is currently in progress. Hopefully this complaint reaches someone over there and I can finally get to talk with an actual person. It's sad it came down to this. Not sure how they expect to run a business with how they ignore all their customers. This is exactly what happens when you ignore people. All you had to do was put forth a little bit of communication and maybe this all could of been avoided.Business Response
Date: 06/11/2024
Good afternoon, I hope you are having a great day. Prior to receiving this BBB complaint, we had sent you a refund. Please review your email and also check your PayPal account. Thanks and have a great day.Customer Answer
Date: 06/14/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Initial Complaint
Date:05/30/2024
Type:Service or Repair IssuesStatus: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.
Order #****** - Purchased a SIT 820 SeriesMillivolt fireplace value 30% Turndown natural gas SIT 0.820.652 around 8 months ago. It was never delivered to me and the Fireplace Choice company/business never returned my phone calls regarding delivery status and refund requests of my money.Business Response
Date: 06/03/2024
Good morning, I hope you are doing well. You are 100% correct, your order was sent to our third party fulfillment center and it was never shipped. We have provided a full refund and sincerely apologize for the inconvenience, have a great day!Initial Complaint
Date:04/09/2024
Type:Delivery IssuesStatus: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.
Ordered ********** Decorative Front - Black (DF-8-BK) for $599.00 on 3-28-24. There has been no contact from the company after multiple calls and emails. I would like the product or my money returned.Customer Answer
Date: 04/22/2024
I have not heard from the business in response to my complaint.Business Response
Date: 04/24/2024
Good morning, I hope you are doing well. We apologize for not sending out this item on time, there was an inventory discrepancy. The order was cancelled and fully refunded. Thanks and have a great day.Initial Complaint
Date:03/10/2024
Type:Delivery IssuesStatus:ResolvedMore 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.
Placed order 1/15/2024 for a fireplace remote control. Order #******.2 Received product 1/25/2024 Attempted to align remote control to fireplace. IT WOULD NOT COMMUNICATE Returned via **** on 1/31/2024 to address THEY provided **************************************************************************** **** tracking ********************** showed delivered 2/2/2024 to front desk, reception, mail room Have not received refund. Have tried calling listed #************..no answer. left message 3 TIMES Have filed complaint with Paypal and **** credit card I used.Business Response
Date: 03/28/2024
Good afternoon, I hope you are doing well, as of 3/22/24 we had processed the refund, prior to the BBB Complaint. The payment was made with PayPal, it takes a few days for the funds to return to the original payment method. Please contact them if you have any further questions. Have a great day.Customer Answer
Date: 04/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************************Initial Complaint
Date:01/25/2024
Type:Delivery IssuesStatus: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.
Ordered an item that is not shipping per the company website. I have called, emailed and tried to use the chat feature on their site. I got one random notification that the item will ship but it is still listed at *** as Label Created. This was ordered and paid for on 1/13/24 and was to ship within 24 to ******************************* stock. It is 1/25/24 and I still cannot speak with anyone or get any reply to my cancellation request. I believe this company may be fraudulent.Business Response
Date: 02/12/2024
Good morning, I hope you are doing well. It seems like the package might have been lost in the mail. The chargeback has been accepted and the money has been refunded. We apologize for any inconvenience this may have caused you. Have a great day!Customer Answer
Date: 02/12/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I accept the refund because **************** refunded the money. *********** should not get a good BBB review because the item never shipped, never was a shiped notification and never could get to speak with customer service. I spent many attempts to speak customer service and all calls, voice mails and emails were not responded to. People should be aware of this practice.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
Date:11/27/2023
Type:Product IssuesStatus: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 ordered a ProFlame 2 Transmitter for my Fireplace on October 29, 2023. I received the incorrect Transmitter (ProFlame GTM) on November 1, 2023. I immediately contacted the company through their email about the issue. I was contacted by ******* Cone from the company on November 6, 2023. I sent him a picture of the incorrect item. I have emailed 3 times since then and called their voice mail only number, but have not heard from them since the November 6th email. They have charged my credit card even thought the item is incorrect.Business Response
Date: 11/30/2023
Good morning, I hope you are doing well, we apologized for the lack of communication on our part.
1. The correct item has been shipped to you earlier this week. The tracking number is USPS: 420532229305510944102667517793
2. A prepaid return label was emailed to you earlier this week: UPS 1ZV210770391318967
3. We have removed the listing from the website and replaced it with a proper one.
Thank you for your patience regarding this matter, have a great day.
Initial Complaint
Date:10/26/2023
Type:Product IssuesStatus:ResolvedMore 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 this receiver/remote kit on 9/24/2023 for $227. I received it and connected it to our fireplace a few days later. The remote would not pair properly with the receiver. I did a lot of troubleshooting to confirm that the kit did not work; we have two identical fireplace units so I was able to try different combinations of wiring, receivers, and remotes. I contacted the company via website/email on 9/28, asking for an exchange/return. They said they needed to get a return label from their supplier. I checked in with them on 10/2 and 10/11 but they did not follow through with the label. I called them on 10/18. The automated menu suggested I start an exchange request through their website so I did that. I called them, again, on 10/23 to follow up. I was only able to leave a voicemail didnt reach an actual person so I left a very detailed message. Today is 10/26 and I havent received a return call or an email or anything from them. I just want to exchange this faulty receiver/remote kit for one that works! Help!Business Response
Date: 10/27/2023
Good morning, I hope you are doing well. I really apologize for the inconvenience this has caused you. Someone internally dropped the ball. We have sent a return label for the unit that is not working, and a replacement unit will be shipping out today via Priority Mail. The replacement order has already been processed and tracking information uploaded. Again I apologize and have a great weekend.Customer Answer
Date: 11/06/2023
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
While there was an immediate response from this company in terms of generating shipping labels, I have not received the replacement item. I did my part of the transaction: I printed out the return shipping label provided to me and shipped the faulty fireplace receiver/remote kit back to this company via *** on 10/28. Meanwhile, the **** tracking number they provided to me for the replacement receiver/remote kit has made no progress. It is now 11/6 and, as far as I can tell, **** is still waiting to receive the item.
Regards,****
Business Response
Date: 11/09/2023
Good afternoon, I sincerely apologize for the delay. I reached out to our third party fulfillment service and this time I made sure they shipped it out. I tracked it and it looks like it will deliver tomorrow. Here is the **** Priority Mail Tracking Number: 420972399305510944102573845126
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