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Business Profile

Pool Contractors

Kasten Masonry Sales Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Kasten Masonry Sales Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

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

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    Submit a Complaint

    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:01/17/2024

      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.
      I bought a gas fireplace insert in 2021, it was on back order for months. I finally got it March 25, 2022 at the end of the season, it was not used at all until November 2022 through February 2023. In November of 2023 I changed all batteries, lite the pilot, made sure the burner came on, manually and with the remote. A few weeks later I woke up in the middle of the night, the fireplace was on and the house was very hot, even though the remote was turned off and the manual switch was off. The only way I could get it to go off was to turn the unit back to pilot. Haven’t been able to get the unit to come back on. I called ****** they said they didn’t service them, they gave me a number to call for technical service, with Hearth and Home Technologies when I called the number, they told me ****** was responsible. When I called ****** again, they once again gave me the same number I had already called to Hearth and Home. The lady that answered the phone told me that ****** was responsible, that the number they gave me was for dealers only. I then called ****** again and ask them to swap out this unit since it has so many problems and is still under warranty and has only been used one season. From the time the unit was installed when the fan came on, it would only run a second, go off, come back on several times before it would come on and stay on. They have determined the regulator is malfunctioning and the sensor is possibly going out on the fan. It is going to cost me another $494 to have the warranted parts put on including mileage, which is ridiculous for a unit that has barely been used. I’ve had to use 3 electric space heaters trying to supplement my heat just to try to stay warm in these single digit temperature, because my fireplace doesn’t work. I am a senior citizen living on Social Security and spending another $494 on a poorly built fireplace is difficult.

      Business Response

      Date: 01/24/2024

      Greetings, ******* *********,

      Thank you for reaching out and letting us know about the issue with your vent free unit. I sincerely apologize for the inconvenience this disruption may have caused. 

      I have looked into the issue, and according to the written statements that I have received, I would like to clarify a few items. No, ****** does not install nor service hearth products. However, I apologize that you were given a phone number to call. ****** has always taken pride in our service and acts as our customers' advocate when working with manufacturers and resolving issues. 

      Upon further review, the process to assist you with your situation was communicated on 01/10/2024 and again on 01/12/2024. The first step being that you would need to have a service technician inspect your unit to diagnose the issue. In addition, our sales associate provided a few names that could assist with this or that you could contact the person who originally installed the unit. Unfortunately, we do not control how much they charge for their services. Once a diagnosis is obtained, ****** will submit a warranty claim on your behalf and communicate updates promptly. 

      Please note that during the applicable warranty period, the manufacturer, at its option, will repair the applicable component part(s), replace the applicable component part(s), or refund the purchase price of the applicable product(s). In addition, there could be some reimbursement for labor (to be determined) while travel is not covered. I have attached the Hearth & Home Technologies LLC - LIMITED LIFETIME WARRANTY that should have been provided with your product for your review. 

      That being said, I recognize how frustrating this experience must be, and we hope we can resolve your issue within the outlined parameters. Please contact me directly with additional questions, comments, or concerns. 

      Sincerely,

      **** ******

      Customer Answer

      Date: 01/26/2024

      I can’t say I am completely satisfied, it would have been easier and cost efficient to have just replaced the unit with an exchange, it would have meant I would only had to pay labor and mileage one time, but since I still have issues with the fireplace blower making a noise like it is coming apart and straining to run,  the technician will have to make another trip to replace it, which I am expected to pay for. ****** did provide several warranted parts, that I paid labor and mileage on. So technically at this point I have about $2,200 invested in this unit. 

      sincerely, 

      ******* ********* 

    Kasten Masonry Sales Inc is NOT a BBB Accredited Business.

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