Complaints

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• Initial Complaint

  Date:04/18/2025

  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.

  Dec 28, 2021, I purchased and paid in full for 2 fireplaces to include installation. Check# **** for 6405.00$. I was to expect delivery as soon as my home was built. I purchased these in advance and the owner said just let him know when I would be ready for delivery. I contacted him in November of 2023 with plans to move into my home on December of 2023. I have gotten excuses of sickness of employees and a mistake that they installed my fireplaces into another customer's home. I have a video of him admitting that he doesn't know what happened and we searched his warehouse to only find dust and parts. There were no crates of new fireplaces anywhere to be found. I have both receipts of where they were paid for. I have the picture of the check available to prove I paid. I have heard so many excuses and nothing happens. I have called and appeared in person numerous times. Nov of 2024, he said he would install in the next 10 days. Dec 2024 was when I found out they weren't in his warehouse, I had dropped by to pick them up and I would find someone else to install them. He said he would reorder them and get them to me ASAP. This is April and still no fireplaces. At this point, I can't trust them inside my home. This is ridiculous. I have been far too considerate to the excuses and patient far too long. I just want my money back. I am done with these excuses. Please help. I have also done a review of this company. Thank you

  Business Response

  Date: 05/30/2025

  This consumer made a deposit of $6400 which is half of what his original order was approximately 2 years ago when he was building a custom built home.  We didn't hear from him until recently, May 16th.  When he came into the store, he stated that he only wanted one of the two units which had been custom ordered.  We gave him one of the units.  We have had a sign next to the register for years that states, "absolutely no refunds on special order items."

  Customer Answer

  Date: 06/09/2025

  Reread my original complaint, Mr ******** agreed to one fireplace.  He said he could easily sell the second one.  The whole point is he never ordered either fireplace.  I contacted him numerous times.  I dropped by the store numerous times.  Each time was an excuse.  He strung me along from 12.28.21 the day I purchased them.  When I told him I was forced to downsize my house he agreed to sell the second one to someone else.  Now he changes his mind and his story.  I have a video of us going thru his warehouses looking for them.  He said they were there.  They were no where to be found.  He had "accidentally" installed them in another home.  I don't believe they were ever ordered.

  I dropped by May 16th with one last chance to request action.  I did not get full service.  I was cussed at and threatened.  I received three items: the firebox, a glass door, and the platform.  I don't not have any of the flue or installation accessories that I paid for.  I also paid for installation.

  Mr ******** told me he would set it on his parking lot.  If I wasn't able to pick it up on my own he "didn't care" with choice expletives added to that.

  I've done research.  He has multiple complaints (26)  thru the Chamber of Commerce.  There was a small claims case on May 30th that was dismissed.  I am not the first ****** he has done this to.  I am sure I won't be the last.  He is just a shady businessman.  Apparently he hasn't paid his taxes for a few years.  I have a former police officer help me complete my research.

  I am forced to purchase the accessories needed to install what I did get and find a different installer. This is the worst business I have ever encountered. 

  I stand by my original complaint.  My issue has not changed.  He owes me a refund for what he did not order plus the installation fee that was prepaid. This amounts to about 2900$.  I guess the next step is small claims court.

  My only mistake was to purchase in cash from him in the first place.