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Business Profile

Fireplace Equipment

Fireplace Choice

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplace Equipment.

Complaints

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

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Fireplace Choice has 2 locations, listed below.

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    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 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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/25/2023

      Type:Product 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 Fireplace module from them. Never used have been trying since ***** to return this item. Multiple calls to customer service no one ever answers the phone no matter what time of the day it is tried all extension no answer left messages never get a call back. I emailed got a response that they are contacting the vender the had send the part to get a return address label and it never comes. I called back with all the same issues multiple times no response emailed multiple time finally got ******* Cone to answer, not sure if that is his real name sounded ***** told me he would refund 1/2 of my money until he could get me a return label. That was ***** 24,2023 never could get him to replay after multiple emails to ************* and the rest of my money back. Now it is the end of May and still no answer from this poor company. I would never do business with this company again and suggest other people avoid them at all cost. Very bad management and business practices. I just want my money back!!! They can send a return label and I will send them the part back.

      Business Response

      Date: 06/28/2023

      Customer Has been Refunded, he can keep the part or dispose.
    • Initial Complaint

      Date:04/04/2023

      Type:Service or Repair Issues
      Status:
      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 order a fireplace remote from this website, they provided me a tracking number, but never actually shipped an item. I tried calling them several times, but it's answering machines every time. Finally, someone called me back and said they would get down to the bottom of it and call me back. I never hear from that person again. I tried contacting them several more times and all I got were machines. Eventually, 3 weeks later, after I left a message saying I needed answers or I was going to file a dispute with my bank, they finally called me back. They basically told me they would get to the bottom of it *AGAIN*. I said no thank you I would like to cancel the order instead. They canceled the order for me, but never returned my money. I have filed a claim with my bank and I will be reporting this company to the BBB. This company is nothing more than a dropshipping website. If you try to reach them by phone you won't. If you look at the address on ****** it's a run-down office building with broken windows everywhere. To blatantly steal people's money is ridiculous.
    • Initial Complaint

      Date:02/09/2023

      Type:Product 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.
      Order a replacement direct fit blower assembly and received a universal blower. Online returns portal is "page not found". Contacted ******* via email and sent a photo of unit per their request for a return label and have not heard back. I have sent numerous emails and tried their 800 number (which no one is ever around too answer) left a voice mail with no return call. I also tried their online chat feature and waited over eight hours for a response to again email *******. Before ordering call their 800 number and see if anyone picks up. Very very poor customer service if any. Buyer beware

      Customer Answer

      Date: 02/20/2023

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 05/08/2023

      The customer sated not to contact them. The customer received, the item, and they stated they sent it back, did not provide a return tracking number. He has received a full refund and we still have not received his return.

      Customer Answer

      Date: 05/08/2023

      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 # ********. 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:01/28/2023

      Type:Sales and Advertising Issues
      Status:
      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 a supposedly in stock heat exchanger from Fireplace Choice for $463.95 with free shipping.After about a week or so, I asked via email for a tracking number, as they still had not furnished one.I also called them multiple times, but it only went to a message machine right away and they never returned any calls.I got one email response back saying they'd reach out to their supplier and get back to me with tracking info.After no response, I emailed again and also asked why they didn't have anyone to answer their phones.I did not get a response to that either, just an order cancelation email.I did not authorize the cancelation and in fact need the part to prevent carbon monoxide being pumped into my home with 3 kids.I said "Nope, that won't work, please process the order and honor the price."I then checked their site to find that that the price on that part (*******) had been jacked WAY up, and they'd put "on sale, save 20%" on it... (full of shit).They say they offer a 110% price match guarantee, so I'd like to reorder from them after finding a competitors price of $421.90 and have them beat that price with their free shipping.1.) DONT OFFER THINGS YOU DONT STOCK.2.) FOLLOW THROUGH WITH ORDERS.3.) HONOR YOUR PRICING AND GUARANTEE.

      Business Response

      Date: 05/08/2023

      We understand the urgency but there is not need to swear. We had an inventory error and the item was out of stock. We tried to get it from another source but it was not available. Also our price match is clear **********************************************************, The customer was fully refunded. We do apologize for the inconvenience, but again no need to swear.

      Customer Answer

      Date: 05/08/2023

      Next time don't say you don't have something, then jack up price and suddenly say you have it.

      Good indicator of ethics...

    • Initial Complaint

      Date:07/25/2022

      Type:Delivery 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 placed an order Thursday morning and expected my item to be shipped within 48 hours (per their website). I tried calling the **** number on their website Friday to confirm my order and see when it would be shipped. This is when I noticed something strange. Every option on their phone goes to an answering machine. I tried calling every two hours during their business hours and could not get a person on the phone. I waited until today and am finding the same situation when calling their **** number, every option goes to an answering machine. Additionally they do not respond via email.This website seems like a fake store that will allow someone to check out and charge their card, but there is no business behind it to fulfill orders. I would love to get the item I ordered and not dispute the charge on my card, but as of now I feel like this whole website is a scam and will be disputing it.

      Business Response

      Date: 07/26/2022

      Good afternoon, hope you are doing well, thank you very much for your purchase, we really appreciate it. We were having some telephony issues, however all of our other methods of commutations such as chat and e-mail should have been working. We have thousands of happy customers. We are also registered with the Secretary of State, our payments are processed through Shopify Payments (secured). I will be having someone follow up with your order within the our. We apologize for any inconvenience in the delayed communications. Have a great day.

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