Complaints

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

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Fireside Hearth and Leisure, LLC has 3 locations, listed below.

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  Fireside Hearth and Leisure, LLC

  1182 S Otsego Ave Gaylord, MI 49735-7456

  
• 

  Fireside Hearth and Leisure, LLC

  5975 Charlevoix Rd Petoskey, MI 49770-9725

  
• 

  Fireside Hearth and Leisure, LLC

  10402 N Straits Hwy Cheboygan, MI 49721-9099

  

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:02/20/2025

  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.

  Estimate for job on 10-30-24 for $6,677.01 to install wood stove. Deposit made by contractor for $3,300.00. Came on 11-22-24 to install black protective shroud on interior of home. Contacted ***** 11-25-24 for refund as things not going well at job site. 1-6-25 contacted ***** again for refund. ***** returned call that day. Check issued for $861.54 to contractor. 1-21-25 left message for ***** ******. 2-4-25 called ***** again, left message. 2-5-25 ***** returns call. ***** states labor was $1,200.00, fuel $50.00 plus permit. Part supplied was shroud. Told by ***** that snow splitter, flashing, and adapter were left on site. They were not. An itemized bill was requested and never received. Funds retained by Fireside is more than 1/3 of the job. Less than that was completed. I am requesting an additional refund of $988.46 for the parts that were charged for, but never received as well as the remaining deposit.$1200.00 labor plus $50.00 fuel plus $100.00 permit plus $100.00 shroud equals $1,450.00 total. $3,300.00 deposit minus $1,450.00 total equals $1,850.00 remaining on deposit. $1850.00 minus $861.54 partial refund equals $988.46 remaining refund due for parts not issued and remaining deposit.

  

  Business Response

  Date: 02/21/2025

  To whom it may concern,

  This project was started and organized thru ******* Jean ******* contractor **************************  We were subcontracted to supply and run a chimney system for ****** Construction for a wood cook stove that ******* Jean ***** had.  On Nov 22nd, 2024 we arrived at the ***** ******************* residence and started our work.  We mounted a ceiling support box in the ceiling that would carry the weight, and secure the chimney pipe that needed to go thru the roof and when it came time to cut thru the roof we spoke with the contractor about the roof hole being cut and flashing being placed on the standing seam metal roof and that we needed the roofing professional to do this as our policy is that we do not cut through standing seam metal roofs as we do not have the expertise needed to ensure the homeowner "*******" wouldn't have leaks in the future.  This policy stands for all standing seams metal roofs, and we explained this to the contractor.  After discussing and figuring out the next steps it was determined that the hole would not be able to be cut that day, and we would have to reschedule and come back when the roofer could also be on-site for this installation to work together that get this done.  Days later we were contacted and made aware that the contractor and homeowner "*******" choose to not have us continue with this installation and went in another direction.  We had already mounted the ceiling support box, a snow splitter was left on site, a stove collar starter, and the roof flashing, this parts total $973.46 including the tax.  We also charged $240 an hour for a 2-man crew for 5hrs of labor which included drive time to and from the job site and on-site labor totaling $1200.00, $50.00 fuel, $15 install materials charge and $200.00 for the permit that was pulled to perform this job which is non-refundable.  All of this totaled $2438.46.  ******* was not on-site the day of installation.  If she claims she doesn't have the items, then I would question her contractor.  I explained the billing to ******* over the phone and also explained that we were willing to complete the job but that we were dismissed from doing so.  ******* had given us a $3300 down payment of which $861.54 was refunded to her by check.  ******* was billed for the items she received, the time that was put into her project, permit for said project and the fuel and material fees.  I'm not sure how else we could have handled this any better than we did but unfortunately, they discussed to go another direction, and that was ********* choice to make.  That doesn't negate the fact you have to pay for the service rendered to you and the products you received.  Thank you! 

  Customer Answer

  Date: 02/25/2025

  This is not an acceptable resolution as the snow splitter, stove collar starter, and roof flashing were not left on site.  Perhaps Fireside could inform me exactly where it was placed when they left.  I would expect to be reimbursed for the parts that were never received.

• Initial Complaint

  Date:08/06/2024

  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.

  Built a new house put in a beautiful fireplace. We noticed this winter that our steel roof had rust running down it. We called fireplace company in Gaylord. They stated that our warranty was over in one year. Our top to our chimney was rusted and wreck our new roof. They charged us $2700 for a stainless steel at no discount. The crew that came out said they were shocked at how bad it was and said its usually a 20 year life on the galivized steel.

  

  Business Response

  Date: 08/07/2024

  Hello,

  Our business receive a call which our service manager took from ******************* toward the end of June 2024 requesting an estimate for a new chase top cover for his chimney chase at which time we supplied to ****************. The problem with Mr. ******* chase top cover has all to do with the creosote that the wood fireplace has been creating that has been dripping down onto the chase top cover and onto the roof.  Creosote is created by not burning thoroughly dried fuel/wood in this case and or not burning the wood fireplace hot enough.  Unfortunately there is no warranty on chase top covers and we are not able to control how a customer is burning their fireplace or what type of wood they are burning and or the condition of said wood.  
  

  **************** accepted our estimate for the stainless steal chase top replacement and labor to have installed by giving us 50% down payment and there were no issues until ***************** got involved after we had taken the time to replace it for them. When this all came about **************** was never under the assumption we were replacing the chimney chase top cover for free, as is why we received a 50% down payment toward the project. It is unfortunate but it is the risk of owning a wood fireplace and making sure you are operating it properly and feeding it the most cured wood you can for optimal performance. 

  Customer Answer

  Date: 08/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/29/2023

  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.

  I had two gas fireplaces installed. One is an improper instaltation that has not been corrected, additionally this unit does not work at all. The other works manually, but not with the remote that was an option that I paid for. I am continually stalled by people at the company when I call and this has been going on for about 4 months. Additionally, their automatic call service at the Gaylord location simply does not connect you with anybody.

  

  Business Response

  Date: 12/04/2023

  Okay,this guy called upset because he couldnt get through to the Gaylord store because the phone system wasnt working. I told him I would reach out to the Gaylord store to have **** the service manager call him back.
  10 minutes goes by since I got off the phone with him and he called me back asking if I contacted **** from Gaylord. I told him yes I did. Their phone system was down so I called Matts personal phone. He then demanded to have ***** personal number which I refused to give him and then he threatened to write a review because he couldnt get ahold of **** that second. Shortly after I called **** again and he said he talked to him and got him scheduled to fix the issues hes having. He was squeezed in on 12/15/23 for service. Due to the issues hes had. Any other circumstance he would have been another week out for service. We look forward to helping this customer get his fireplace up and running properly.