Complaints

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:06/15/2023

  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.

  Victorian Sales sold to us and installed a wood burning stove in 2013. It began to leak water during rain events in 2015. We didn't call right away thinking it was just during very heavy rains. Soon after the leaks were dripping even during light rains. We made an appointment for a service call. a tech from Victorian Sales came out and resealed around the stove pipe chimney. This was October 5 2022. The tech said that the repair was warrantied for the period of one year, and charged us $186.91. February 2 we noticed another leak in the same place. The same tech returned and tried to stop the leak again. June 11 and another rain, also another leak same location dripping from inside the top of the stove pipe. The same tech came out again, looked in the attic, and said he couldn't figure where the leak was coming from. He suggested the he come back with a helper and reinstall the chimney. He called his boss who put the stop to that. The tech then told us that he cant do that and advised us to hire a roofer to examine the roof around the chimney, at our expense. My wife called Victorian Sales, talked to the service manager who told her that they would do nothing without charging us for parts and labor.

  

  Business Response

  Date: 06/16/2023

  We installed the wood-burning stove for the Backs on 12-7-13, and gave them a 1-year warranty.  We returned on 10-5-22 and re-siliconed, but due to being 9 years out of warranty, we charged a service call fee.  When we went back yet again on 2-2-23, we did the same (re-sealed), yet did not charge.  Our tech returned on 6-15-23 to once again re-silicone. Due to the age of the installation, and after conversing with the service manager, it was determined that the best solution would be for the homeowner to seek a roofing contractor (at their own expense) because no leaks from our flashing were observed by our tech, nor the homeowner.  Anything else that may be needed was out of our scope of expertise, and by this time, the installation was 10 years old. We did not charge for this service call.