Complaints

This profile includes complaints for H M I Fireplace Shop's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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H M I Fireplace Shop has 2 locations, listed below.

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  H M I Fireplace Shop

  1744 N Deffer Dr. Nixa, MO 65714-8015

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  H M I Fireplace Shop

  6656 Highway 54 Osage Beach, MO 65065

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:08/22/2022

  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.

  This actually started back in Oct of 2020 during the height of the pandemic. We had just moved into a new home and were having some work done. The stucco repair involved rebuilding both of the chimneys and the the repair guys said we should get the chimney tops examined. We had HMI out to examine the tops and they said they needed replaced. They gave me a price of $985 dollars to rebuild and replace the tops. Since part of the labor would use the scaffolding the stucco repair company had erected I advised HMI that they only had a few weeks to make the necessary repairs. They said it would not be a problem. A few weeks go by and I called to let them know they don't have much time to use the scaffolding before it's removed, they said they would get to it. Another week goes by and the scaffolding is removed. I called and let them know that the scaffolding was removed so they could plan accordingly, they said they would have to double the labor costs to install the new tops. I told them they had weeks to use the scaffolding and assured me they would complete in time but they would not change the labor costs. I asked them to refund my money and that I would come by and pick up the tops they made. Fast forward to this year I called them a couple times to ask about the tops and was always told that I would be given a call back. I never received a call so I eventually went into the store to talk with someone. They were unable to answer any questions as the owner was out of the shop on vacation. He was supposed to call me back when he got back in town. I never received a call. I went back and was finally able to meet him and he told me that he scrapped the tops they made for me as I never came by to get them. I was upset at this considering no one had told me they were going to do this and no one called me to ask me if I still wanted them. The only thing he would do is remake them at cost, even though he never refunded me the original material cost.

  Business Response

  Date: 09/09/2022

  Yes mostly true but we were not given weeks to get back out to complete the chase top installation and this was and is our busiest time of the year.  In fact we do not allow vacations for employees from labor day thru March 1st because of the 'season'.  We were able to gain access and get measurements then get them to a secondary supplier that actually makes them from blank metal per our dimensions. So these are custom made and thus non returnable.  It is true we were unable to get to the job before the scaffolding was taken down despite our best efforts.  These are large metal pieces that can easily be bent, dropped, or cut the installer so without safe means to raise up, a scaffold or lift is commonly used.  Once we explained this to the customer he said he would take care of it then, so we refunded all the labor, and held the 2 covers here for them to pick up.  At this point we were not even charging for the installers that climbed up and made the exact measurements for the custom chase cover to be made, or driving across *********** to pick them up.   These covers stayed in our warehouse for 2 full winter seasons and no one eve came to get them.  They like other items are purged at inventory or spring cleaning as simply write off that the customer is not going to take them.  20 months later is when the customer came looking for them.  I told him we ended up throwing them away simply because of the age and how much they get in the way.  The covers were $300 each so $600 total.  We had charged and refunded $375 labor that was for measuring them and ultimately installing them.  Even if I only charge $25 per month the storage for these covers would have been $500.  I offered to get them rebuilt like I said at my cost but that's as far as I will go. 

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