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:05/09/2024

  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.

  In December 2021, we engaged Enchanted Fireside for the purchase and installation of a Vermont Castings woodstove. However, the process, completed in March 2022, encountered significant setbacks. Initially, the roof penetration for the chimney was cut too large, and the stove pipe installation proved cumbersome with multiple elbows between floors, complicating future chimney maintenance. Subsequently, a substantial gap in the attic was discovered where the chimney terminates at the roof, necessitating caulking to prevent potential leaks, which will need to be constantly maintained.In addition, the chimney was left uncapped, leading to debris accumulation and the unfortunate entrapment of many birds. Despite our repeated attempts to address these issues, including concerns about a manufacturing defect causing the flu door to unexpectedly open, we faced resistance regarding warranty coverage, with a request for service charges post-warranty expiration. We were given repeatedly poor and misinformed advice, such as propping the flu handle shut with a shovel while burning or leaving the debris and animals in the chimney as they will burn away.Furthermore, assurances made at the time of purchase regarding a lifetime warranty were found to only apply to the firebox itself, leaving other components, including the malfunctioning flu door, uncovered. Despite subsequent visits from technicians, attempts to resolve the issue were met with inconsistent responses regarding warranty coverage. We were told one thing on site, and then called the following day to be told something else. Always resulting in requests for more money.Given the ongoing challenges and lack of satisfactory resolution, compounded by delays and unfulfilled promises of communication, we find ourselves deeply frustrated. As municipal workers and foster parents, we recognize the value of every penny spent, and this investment was made with the intention of mitigating rising heating fuel costs.

  Customer Answer

  Date: 05/09/2024

  Last time the came to our house was April 29th, last correspondence was Friday, May 3rd. 
  

  Ideal resolution would be for them to fix the manufacturers defect of the flu malfunction and to fix the issues to make it safe to burn moving forward, with no more cost to us. 

  Business Response

  Date: 05/17/2024

  Enchanted Fireside has been in ongoing communication with our client. We have successfully advocated on her behalf with the manufacturer to get the parts required covered under the manufacturer warranty. The installation company will inspect the venting roof penetration to identify and resolve her concern when she and her family return from a trip after Memorial Day weekend.  ***** is happy with our progress and ongoing communication so far.  We look forward to providing an update after the repair and inspection are complete.