Complaints

This profile includes complaints for Evergreen Home and Hearth's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Evergreen Home and Hearth has 2 locations, listed below.

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  Evergreen Home and Hearth

  403 High St Ellsworth, ME 04605-2505

• 

  Evergreen Home and Hearth

  603 Wilson St Brewer, ME 04412-1418

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:02/14/2024

  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.

  We purchased a gas woodstove and it doesn't work properly and is dangerous, I called the company (4 times) and voiced my concerns and requested a technician come out to rectify the issue and they won't send one

  

  Business Response

  Date: 02/14/2024

  Hello ******, you purchased your stove and venting material at our ********* store.   At the time of purchase you were offered installation services but you declined in order to save money, at that time you informed us that you would be installing the unit with the help of a friend.  Our service records show that you have indeed called 4 times and all 4 times you have spoken to our employees and were provided troubleshooting action to correct installation errors. During one call you spoke with our gas certified technician and he helped you identify and correct some of the problems. This call ended when you expressed you could make the corrections and avoid charges for a service call, therefore we did not schedule any service for you at that point time.
  Your most recent request, just 4 days ago, was a demand for us to come out, at no charge, to investigate the installation and try to make corrections. It was explained to you that because we didn't do the original installation that there would be a charge to come out and try to fix the problems. Your insistence to have us correct issues caused by your installation, at no charge is why you have not been issued a service date. We are sorry to hear of the problems caused by the faulty installation, we would be more than happy to provide you with a service call but at this point in time it would require an advanced payment.  We have not refused to send out a service technician we just will not do it for free.
  

  Customer Answer

  Date: 02/16/2024

  [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:01/04/2023

  Type:Delivery 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.

  August 11, 2022 I paid $4602.97 in full for a Heritage Hearthstone wood stove, which I was promised for delivery in November 2022. In September EverGreen sent a representative to my house for a site visit to prepare for installation in November. They billed me another $100 for a site evaluation. Then in September they billed another $745.89 for an installation kit and told me the stove would be delivered in November. By mid-Nov. I heard nothing and went to the store to check the delivery date and was told last week of Nov. but also that was to the store. Installation would be within 3 month. Yesterday 12/3/2023 I learned that the stove is nowhere to be found, the manufacturer Hearthstone could not be reached and there is no further information. So far I have given EverGreen $5277 and have nothing and no knowledge of where the stove is or when I can expect it.

  

  Business Response

  Date: 01/13/2023

  Dear ******************,
  On behalf of the Evergreen Home & Hearth management and employees you have dealt with in the ********* store, I would like to convey our regrets and apologies for the delay in being able to deliver the Hearthstone stove you ordered and wanted installed. Being a Hearthstone dealer, we are at the will of the manufacturer and rely on their conveyed and anticipated schedule for delivery of their product on a timely basis. However, production does not always happen on schedule and, in this case, the Heritage stove was pushed back on several occasions, causing a delay in delivery to us and to you. As dealers for this product, it not only reflects badly on us, but on them as well. We understand your frustration and feel, at this time, it is necessary to issue a full refund of the funds you have deposited with us. We will issue a full credit to your credit card and the order will be closed. We will also remove you from the schedule for your end of February installation. Again, we would like to convey our apologies for the inconvenience this has caused you. Tell us why here...

  Customer Answer

  Date: 01/17/2023

  [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 would have preferred that the business communicated to me, when I asked for information on January 3 that an installation had been scheduled for February. The last communication to me had been in early November when I was told that installation could not be scheduled for two to three months after receipt of the stove. At that time installations were being booked out into February or March. I was never contacted to say the stove had been received; therefore, I assumed that installation might not even be possible until later than February or March. If the stove had been received by **********, I would have arranged to pick it up so I could complete the installation myself. On January, at the store I was told that they did not have information on the status of the stove and could not reach the manufacturer.
  

  
  Now, I have reviewed the response submitted by the business and have determined, reluctantly, 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,
  
  *************************