Complaints

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

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  HNI Corporation

  7571 215th St W Lakeville, MN 55044-9822

• 

  HNI Corporation

  800 W. Jefferson St. Lake City, MN 55041-1370

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:12/16/2024

  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.

  I bought a fireplace unit from the company. Their ****** installed the unit but refused to return to service it. I contacted Heat&Glo and they directed me to a second ****** who also refused to service the unit.I now have a $10K unit that is not safe to operate per the manufacturer's instructions because I have to way to service the unit.

  Business Response

  Date: 12/18/2024

  Hello,

  I have reached out to ****** via email for more information on the situation so we can work on a resolution. 

  Customer Answer

  Date: 12/26/2024

   I am rejecting this response because:

   

   An unidentified person (whom I assume represented the business) e-mailed a manual to me with no further communication.

  Their defunct dealer network has caused me to own an expensive piece of equipment which I cannot safely use.  I cannot buy parts and cannot have the unit serviced for fire safety.  
  

  The dealer who installed the unit explicitly stated (at the time of purchase) that they would return as needed, but refused to do so.

   

   

  
  

  Business Response

  Date: 01/07/2025

  ***** from the selling dealership, Volunteer Hearth will be reaching out to inquire about service options. The selling dealer was unaware that there were issues with the fireplace. 

  Customer Answer

  Date: 01/08/2025

   I am rejecting this response because:
  
  Volunteer Hearth is the dealer who installed the unit.  They caused the problem by refusing to service the unit.  It is also false to state that Volunteer Hearth was unaware of the problem because we contacted them in the fall of 2024 to service the unit, and they refused.  I then contacted the manufacturer and informed them of the problem (which they ignored) before finally resorting to contacting the BBB and the state's attorney.

  This unit requires service annually.  I need the unit serviced now, but also in years to come.  It's taken several months to get the companies to speak to me.  What happens next year?  

  A unit that cannot be serviced cannot be used.  Short of rectifying that issue (and I am unsure how they could do that) I believe an argument could be made that fraudulent actions were take by and/or on behalf of the manufacturer.  

  Simply stating that they will have "*******" call me does nothing to resolve the matter.  

• Initial Complaint

  Date:12/16/2024

  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.

  I purchased a pelpro pellet stove last November. I only used the stove 10 actual days last year when I purchased it. The home it is in is a seasonal dwelling only used a couple of times a year. I shut the stove down last year and didn't fire it up again until Thanksgiving again this year and the blower motor wasn't working. I contacted the company for a replacement motor only to be told the warranty was 6 days expired. I explained that the stove wasn't used the whole winter that it literally had only been used 10 times and the basically said too bad your out of luck and sent me a link to purchase a new motor from them. Since they couldn't get it to me quickly I had to order it from another supplier and pay an additional 65 dollars to get it overnighted because I was in ***** where the stove is and it was cold and I needed heat.

  Business Response

  Date: 12/17/2024

  Hello.  This was a miss on the part of a newer tech agent and we will use it for training.  The stove was only a few days past the warranty period.  We are sending a new control board and blower to the consumer at no charge.

  Customer Answer

  Date: 12/17/2024

   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.

• Initial Complaint

  Date:12/03/2024

  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.

  We have a Heat & Glo fireplace ....it worked a few months ago, but now it wont start. You can hear it clicking. I called the customer service line and it says we can be connected to the local dealer for free. However the local dealer wants to charge 250$ just for the service call. Or fireplace should be under warrenty. There should be an easier/ less expensive way to fix a simple thing such as not being able to light.

  Business Response

  Date: 12/12/2024

  I called and spoke to *******, and she asked that I call her back on Friday. She said it is no hurry, as she has other heat (a furnace), and she just did not want to pay a service call if it was something simple. On Friday 12/13/2024, I will call her back and see if we can get it working.  If not, then a service call will be needed.

• Initial Complaint

  Date:04/22/2024

  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.

  I bought a Vermont Castings Intrepid FlexBurn Wood Burning Stove Model 2115-CAT in Jan 2023 for $3125.31 through Ace Hardware. I was not able to use the stove until this winter (Dec2023). The stove was not working properly so I requested repair/replacement by the dealer. The dealer sent technicians on 24 Jan and 4 Mar 2024 to check the stove was installed/set-up properly and to test its operation, respectively. The technician agrees that the stove is not working properly as the fire won't stay burning unless the doors or the ash removal tray are left open. Otherwise, the stove is starved for air and the fire goes out. *** contacted ***************************** re warranty repair/replacement but they insist that is how a wood stove operates with a catalyst installed. I can't keep the fire going long enough to engage the catalyst so it has nothing to do with that. I need the manufacturer to determine why the stove is not getting enough air and then repair or replace the defective stove. They say "At ******* Castings, we are committed to your satisfaction as a customer", but so far they are giving me the run-around and not working in good faith to resolve the issue.

  Business Response

  Date: 05/02/2024

  Good afternoon,

  We are sorry that you are having problems with your appliance. Your dealer has ordered a replacement. Please stay in contact with them for updates. 

   

   

  Customer Answer

  Date: 05/02/2024

   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.

• Initial Complaint

  Date:01/08/2024

  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.

  On 11/28/22 I purchased a Pelpro Cast iron pellet stove. I used it Dec., Jan, and by Feb. it stopped working. I had a man who works on Pelpro/****** stoves look at it in Feb of 2023. He said it was the vacuum switch. He replaced it and when I wrote and told them they said they would only send me a new part. When I asked about the $150 labor they said they are made to fix them yourself. I stopped using it by the middle of April. When I started using it again in Nov, it seemed to work fine for 3 weeks then just stopped working. I called the repair guy again and he ran all the diagnostics even tried switching the vacuum switch again and nothing. I have written them 3 times (email) and my repair guy has called them several times. They do not return phone calls or emails. It literally was used only 6 months and properly cleaned by my repair man and my chimney guy back in September. I use this as an alternative heat source. I am a widow on a fixed income and can't afford this. It was purchased at tractor supply who also said they couldn't do anything because I didn't purchase their insurance. I paid $420 for someone to pick it up and install it and $150 every time the repair man has to come out to look at it in addition to the $1800 cost of the stove. The repair guy thinks it may be the control board but we can't get a hold of them to check these things out. I do not want to put anymore money into this item if it going to keep breaking down.

  Business Response

  Date: 01/18/2024

  We apologize for the delay and request a 7 day extension to review this request.

  Business Response

  Date: 01/23/2024

  I attempted to contact the customer on 1/22/24.  Will attempt contact again today (1/23/24).  Will request that the customer has her ********** call and ask for a specific agent as an escalated call so we can ensure her troubleshooting needs are addressed.

• Initial Complaint

  Date:11/18/2023

  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.

  Manufacturer not honoring product recall. Fireplace purchased 10/2004 is condemned do to manufacture issued product recall 03/2005. Owner attempted to have manufacture honor their recall notice on fireplace model Gem 36, 11/2023 manufacture refused.

  Business Response

  Date: 11/22/2023

  The GEM36 appliance referenced in this complaint with serial number *********, HHT case# ********, was designated for scrap in our system in March of ****, voiding any warranty or eligibility to any program provided by Hearth and Home Technologies. This unit was not shipped from our facility nor was it ever designated for any sale or installation. The described condition of the appliance including the crack in the firebox would indicate that its use should be discontinued immediately, and the appliance rendered unusable or removed.   

  Customer Answer

  Date: 11/22/2023

   I am rejecting this response because:

  The fireplace unit described and identified with serial #********* was not scrapped as the manufacturer states because it is currently installed in my residence. Furthermore I have a bill of sale proving this unit was purchased from a licensed dealer in ****, it is the responsibility of the manufacturer to ensure a scrap unit doesnt sell for retail not the consumer. In addition, this unit has a full recall notice with the Consumer ************************* release#**-162 issued in April **** that the manufacturer is also denying. As far as the crack that has developed in the firebox, the manufacturer states on their website that the firebox on their gas units are warranted for life. I will only be satisfied with a replacement gas unit of similar design. If desired I will provide proof of installed unit and bill of sale. Thank you 
  
  

  
  

  Business Response

  Date: 11/27/2023

  With a valid proof of purchase we can investigate next steps, although the proof of purchase has been requested on 2 separate occasions 11/16 and 11/17 with the homeowner advising that he has no documentation and had acquired the unit through a third party. 

• Initial Complaint

  Date:02/01/2023

  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 purchased a PelPro Model TSC90, Serial number ********* two seasons ago and after one winter season, was forced to replace the control board after burning approximately 1 ton of pellets. This year, the control board broke as soon as we entered winter after burning only 10 bags. I reluctantly ordered another control board (part number SRV7039-050) - please note that the price of the part has DOUBLED since last year. After two weeks of waiting, we called customer service at ********************** to enquire of the status to be told that the part will not ship until March and that emails were meant to go out (but didnt). The part is out of stock on every website and with every supplier - it is impossible to obtain the part to repair this product. We are now left with no heating source for the remainder of the winter and are thousands of dollars deep into a clearly defective product.

  Business Response

  Date: 02/07/2023

  I called and spoke with ***** about the concerns she has with her TSC90. We agreed that refunding the purchase of the second control board and moving the shipment of the board up to mid February was a satisfactory resolution. ***** also is now aware of how to contact me if she has any future issues with her control board, at which time we would explore other resolutions to the ongoing issues she is experiencing. ***** was a pleasure to work with and is a very reasonable individual.   

• Initial Complaint

  Date:12/29/2022

  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.

  On Nov 20th, 2022, we bought a PelPro TSC90. It took about a week or two to install and then we started using it. After the first week, the pellet stove stopped working, and we started to troubleshoot why. We reviewed their website, watch their videos, and worked on resolving the issue.Next week, the pellet stove stops working 4-5 times, for different reason. We reached out on their website since they have no phone number to call, first request, no response.Second email, my husband sent on Monday Dec 26th, which was responded to on Dec 28th with it is difficult to troubleshoot via email, please see out website for troubleshooting guides and videos and they were kind enough to send a link to their parts page for convivence.We asked for a call and have received no call and no way to call them. This stove is in warranty, and they do not seem concerned about doing anything to fix it, nor will they give us a way to contact a technician to repair it. This stove weight is ********************************** our home. We are out of timeframe to return it in the store, and we want a resolution, not someone pointing us to a website or a video.

  Business Response

  Date: 01/10/2023

  I reached out and spoke to ********. ******** was very cordial and conversational, providing us with feedback on her experience with the product and her expectations. I have noted her expectations and how they differed from current process. ******** has returned the product for a full refund of purchase price and no longer has the unit.  

• Initial Complaint

  Date:11/29/2022

  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 purchased a Pelpro PP60 pellet stove from menards on 10/27/2022. Had the stove installed by a qualified licensed HVAC company. From directly out of the box the stove did not work. The auger motor on it does not spin at all. I contacted Pelpro through email as it states to do in their instruction manual and the email responses I got were "this is a DIY product and you will have to fix and diagnose it yourself" I believe this product is defective and this company does not stand behind their warranty. They are selling a defective product and will not hold themselves accountable for that.

  Business Response

  Date: 12/09/2022

  Hello,

   

  Due to the issues the customer experienced.  We approved the customer to return the unit to the store they purchased it from for a full refund.

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service 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 purchased a Quadrafire Trekker pellet stove in November, **************************** April, 2022. The stove was purchased from a local Quadrafire dealer. The stove was poor quality from the beginning and arrived with damage to the top and lid. After testing the unit, it would not perform properly and had other performance issues. Unfortunately, we have had to contact for service multiple times and the stove still does not work. Today (November 9, 2022) I contacted the manufacturer Hearth and Home Technologies for support of their product. I first spoke with a customer service rep that had no solution for my concern. I asked for my call to be elevated and I was transferred to a customer rep named *****. When I explained my continued frustration with the poor quality of their very expensive stove, ***** said Hearth and Home Technologies could do nothing for me and referred me back to the local dealer. When I asked ***** to again elevate my call, he said that couldn't be done and quote: "I can write a letter to the *** and it will trickle back down to him anyway". I explained to ***** that I am contacting the manufacturer of the product because the local dealer isn't resolving my problem. After realizing my frustration, the only resolution ***** provided was he contacted the dealer on my behalf. The dealer called us back and spoke with my wife. The Dealer, ********* in ******, **. insulted my wife and basically said it has to be our fault that the stove doesn't work. The only solution Wood Heat offered was to come look at the stove in three weeks, ridiculous.I will also comment that one of the service calls simply required the stove to be plugged back in behind the stove (not obvious). This plug came out when the ***************** rep replaced the damaged lid and top and was not realized because it was in August and the stove was not in use. I mention this because Wood Heat likes to blame the customer. This stove needs to be fixed ASAP or replaced

  Business Response

  Date: 11/11/2022

  I have already contacted the dealer.  The dealer is busy, as all dealers are this time of year.  They cannot cancel other customers appointments to get to **************** any sooner.  What they have agreed to do is put the Boylans at the top of their standby list and if anyone cancels their appointment between now and their scheduled service date, the dealer will call the Boylans and offer them that timeslot.  That is the best the dealer can do, as they cannot cancel other customers appointment that have been patiently waiting for weeks for their service date just tog et the Boylans taken care of sooner.  I understand this is not to their liking, but this is the reality of the burn season.  I recommended to the Boylans to keep their Dec. 3rd appointment and told them that if anything changes and an opportunity arises to get them in sooner the dealer will give them a call.  I cannot do anything to get them in any faster than that.  All of our dealers are independently owned and operated and this dealer is already doing everythign they can to take care of the Boylans.  

  Customer Answer

  Date: 11/11/2022

   I am rejecting this response because:

  The issue is not scheduling an appointment. I was very clear in my original complaint that this brand new and very expensive stove has been defective since installation. It arrived damaged and has had a service call at least three times and still will not run proper. Hearth and Home Technologies and the dealer, Wood Heat continue to blame the consumer for their very poor product. I requested from Hearth and Home to have a representative from their company evaluate the situation with the dealer and was denied that request. Hearth and Home passes everything off to the Dealer and dismisses themselves from their product. Unfortunately for me, my local dealer cannot resolve. Also, the stove was installed in warm weather, the dealer had plenty of time to resolve before the heating season. 

  If Hearth and Home believes that a brand new stove at $7,000 should arrive damaged and require at least four service visits to get it to run properly, then that says a lot about their company and products. It also say a lot about Hearth and Home to support a dealer that cannot resolve the issue with this stove and continue to insult and blame the consumer

   

   

  
  

  Business Response

  Date: 11/11/2022

  The dealer is aware of the issue with the appliance and they are doing what they can to get the customer serviced.  They schedule all callers with their next available appointment.  The homeowner was given a sooner appointment time, and declined it because it did not work for him.  The next available time was December 3rd.  The dealer already has put him on the top of their standby list and if anything opens up sooner, they will give him a call.  They cannot cancel other customer's appointments to get to him any quicker, as those customers have also been waiting for their appointment dates to arrive. Although we understand that this is frustrating and the customer would like their appliance working sooner, the dealer cannot drop everything to get to them, as they have other customers to service.  The dealer is doing everything within their power to get this issue resolved.  As a manufacturer, we cannot expect the dealer to do any more.  We cannot force them to run their business any differently, as they are independently owned and operated.