We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Fireplaces

Woodland Direct, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

Find a Location

Woodland Direct, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 22 total complaints in the last 3 years.
    • 9 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/09/2022

      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.
      We purchased a ************ fireplace from this company in April of 2022. Since install, the fireplace has not produced any flames and we have done all that the company has advised us to do in the process. We are not getting a resolution. We have a fireplace installed that cannot be closed up in our wall, and does not work.We need our purchased ************ fireplace to work, be replaced, or refunded. Months are going by with no resolution. We need someone to expedite this process as no one at the company is doing this.

      Business Response

      Date: 11/10/2022

      When I found this complaint I had a look and confirmed that the customer has been waiting too long for a resolution on his purchase.  We are working on a warranty claim with the manufacturer but will make this a priority with all parties involved.  Prior to coming here, **** reached out to his tech here at Woodland Direct and didn't get a response.  Even without information, the courtesy of a return call would was not an unreasonable request.  If Woodland has to bypass the process and buy these customers new equipment or parts, we will get this moving forward today and the customer will hear from his tech before the end of the day.

      Customer Answer

      Date: 11/29/2022

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

      Dear ********,
      I apologize, I did not see the response from the BBB on 11/10. I somehow missed this email completely.
      This case has not been resolved. This company is completely dragging it feet.
      This is the response I received on 11/10. I'll make a better attempt at following up with you two every day or two. Busy season is, well, busy, but I want to make sure you two don't feel as if I've left ya'll in my dust. I'll let you know if I need any additional info to keep making progress. They do not keep in touch as above stated. I call, leave messages and nothing. Days go by. Sometimes weeks.
      I responded politely, of which have done each time-for months now.
      On 11/15, they reached out to us through email and asked about the venting system, once again-gave an immediate reply-but no response from them as to date.
      Days go by not knowing anything.
      This matter is still unresolved.
      We need an immediate resolution after 7 months now since purchase.
      Thank you,
      *******************************
      Sent from my iPhone

      Business Response

      Date: 11/30/2022

      Both the tech and his supervisor have been made aware of the complaint here as well as your frustration in waiting for a resolution.  Expect to hear from us soon.

    • Initial Complaint

      Date:07/28/2022

      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.
      They said if I ordered I could return. I have tried for two months, and they won't let me return.

      Business Response

      Date: 07/28/2022

      We're confused by the complaint as we have never denied the return and as recently as this afternoon, we resent paperwork and instructions for the return as we've done many times prior.  We make returns pretty easy.  As soon as we have record that the return is back to our warehouse, she'll be issued a refund.

    Woodland Direct, Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.