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:03/07/2025

  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.

  I paid ****** for a part the first week of December to fix my fire place since then the company has been out twice and neither time the fire place was fixed. they actually had two appointments that were scheduled that were a no show and no call which I took off work to be home for. The last time they were out was jan 28th. I have repeatedly emailed and called for a status and no one will return my request. It is now march 7 and I have no idea what is the status of my repair or part.

  

  Business Response

  Date: 04/03/2025

  We received a deposit in December for a part to be installed in January.  At our January appointment it was discovered while installing the valve that it was not working correctly. We then begin the process of getting the new part warrantied out through our supplier.  The process of them agreeing to warranty the part did take longer then expected. We do not show any missed appointment with Mrs. ************* Our last visit to her was on February 13th when our supplier was asking for more reading on the valve before agreeing to replace.  We apologize that this process has taken longer then expected. The client was issued a full refund of her deposit. The warrantied part has finally arrived and we have reached out to ********** to see if she would still like it installed. 

• Initial Complaint

  Date:11/13/2023

  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.

  On May 3, 2023 Aaron's Alternative Energy installed a Morso wood stove at our home in Washington, Missouri. Since then, we have had water damage to our ceiling, floor and wood stove. We called Aaron's to ask them for help in repairing the problem. On 10/20/23 they sent an employee out to try and fix the roof leak. We still had evidence of roof leakage during the next rain event. On October 31st, we were told to send photos of the damage and on November 1st, we sent an email with photos. We were told that they would make everything right, including hiring a roofer, performing ceiling repair, stove repair etc. as needed to correct the problems from the water damage. After their initial responses, we called them back to see when to expect definitive action. We were told that the owner of the company would come to our home to look at the problems personally - November 8th at 3PM. He no-showed. We called them starting on November 8th after the missed house call, again on November 9th and again on the 10th. They did not answer our calls and have not returned our multiple voicemail messages. I have now hired a roofer at my own expense and plan to hire a chimney service to look at the chimney installation to make sure it is safe. I have also contacted the Morso stove company to ask for help resolving this situation. We would like the cost of the installation refunded to us to help cover the cost of the repairs to our house and stove.

  

  Business Response

  Date: 12/08/2023

  On May 3, 2023, Aarons installed a stove for the ****** family.  The installation went smoothly and there were no complaints at the time.  In mid-October, the ******' called and said that they had just returned from being gone for 4 months and that some water had been leaking on the outside and inside of the stove during their absence.  Aarons sent a technician out on October 20th to assess the situation.  During the inspection, we discovered a few issues with the silicone around the flashing that had been letting water seep in this is believed to have occurred because the stove was lit before the silicone was fully cured and expand the pipe lifting the flashing breaking part of the seal on the metal roof.  Everything was re-silicone to prevent further leaking.  
  
  
  
  
  Our office advised them to keep an eye on the ceiling and stove over the next week, as we were expecting more rain, and to let us know if they noticed any more leaking.  On October 30th Mrs. ****** called and stated that they were still hearing/seeing water drip down inside the stove.  She also said that she did not see the roof stain get any larger during the rains so she did not think it was leaking anymore. Aaron's reached out to ***** for help with the stove issues as the venting system is installed to mfg minimum codes and standards. The installation of the venting system is UL listed and changing things as simple as a raincap to another mfg raincap will void the UL listing of the entire system. An appointment was set for November 8th for another inspection.
  On the 8th we had an issue arise at an earlier appointment and Tyler was not able to make it to the ****** appointment until approximately 9:30pm. He did make a call to Mr.****** to let him know but there was no answer.  Aaron's understands that the ceiling damage allegedly happened from the flashing leaking regardless if the stove was burned prior to sealant properly setup and will cover repainting the ceiling costs associated with that and has been notified to the ****** family.
  
  
  Aaron’s will not void the UL listing of the pipe and the stove and break Nfpa211 codes and standards for any installation regardless of install. If the ****** family wants to install a new/ different raincap to help prevent the small amount of water from entering their stove they assume all liability, and should contact their Insurance company and provide them with the information their wood stove does not meet minimum codes and standards. 

  Customer Answer

  Date: 12/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Firstly, there has been no contact from Aaron’s to us since
  we called Aaron’s office on 11/3/23 and talked to the woman there, as we were
  following up on the email with photos that we sent to Aaron’s on 11/1/23.  She set up the visit by the owner to our home
  for 11/8/23.  The subsequent no-show by
  the owner was noted in our original complaint, as well as the fact that none of
  our phone messages were returned, ever, including the one left at 330 pm on
  11/8/23 when it was 30 min past the arrival time scheduled for the appointment
  and we wanted to know what to expect.  There was not a phone call to Mr. ****** as owner stated – no missed
  call; no phone call. 
  
  Secondly, Aaron’s statement that the stove was lit before
  the silicone cured in May 2023 is absolutely false.  From where did they get that idea? We were
  never asked about this and we were not made aware of this statement until it
  now appears in a response to our complaint.
  
  Thirdly, the statement that the ****** family has been
  notified of any sort of ceiling painting is also false.  There has been zero contact from Aaron’s to
  us since we called Aaron’s on 11/3/23 and the woman in the office called us
  back to set up the 11/8/23 appointment.
  
  We have hired a roofer who works exclusively on metal
  buildings.  His inspection of the
  stovepipe and roof revealed that there is a boot around the stovepipe that has
  no clamp around it and is so large that the roofer was able to stick his entire
  forearm between the boot and the stovepipe.  Obviously, this is a way for water to pour down around the stovepipe and
  into the attic.  Also, the roofer found
  that the flashing was installed with cheap silicone that has and will fail.
  
  We request the refund of the money we spent for the
  installation of the Morso stove so that we can have the stovepipe/roof repaired
  as is planned by the roofer. 
  
  
  
  Sincerely,
  
  
  
  ***** ******