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Business Profile

Fireplaces

The Grate Haus
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:05/09/2023

    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.
    A few months ago we were having issues w/ our water heater. The pilot light wouldnt stay lit. The manufacturer sent ** a new replacement to install our selfs. This was not something we were comfortable doing so we called Aspen. The worker they sent out immediately recommended a new water heater instead of installing the new parts. We reluctantly accepted and purchased a new water heater from them. Now a few months later, we have water that smells like rotten eggs and a rod inside the water heater that needs to be replaced because they put the wrong one in claiming they didnt know we had well water. The filtration system is right next to the water heater. It feels like they knew this would be an issue and are now trying to get even more money out of ** than before. It should be noted that the guys who installed our new water heater commented that it was weird we needed a new water heater as our old one wasnt that old. The whole thing feels predatory and for people that know little about such things it seems pretty easy to be taken advantage of.

    Business Response

    Date: 03/22/2024

    We did not sell them the wrong water heater. All water heaters come with an anode rod already in them. The only thing is with well water if it starts to smell, we would upsell them a power anode rod that helps with that. My system shows we ended up going back out there on 5/10/2023 and installing a power anode rod. We also went out on 5/31/23 and gave them an estimate towards a new furnace and air conditioner per their request.

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