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:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered a part from this company and it turns out I didnt need the part after all, at first I thought it was the incorrect part I ordered, my fault, but come to find out I ordered the correct part but decided I no longer needed it, so I emailed them, they tried to talk me out of returning the part, so I told them I didnt need it anymore, which they then sent me the return slip for it. In their return policy it says theres a $20.00 restock fee which I understand, and it says we have to ship the part back certified with tracking, well come to find out that would cost me $80.00, the part was $200.00, so now with an $80.00 return cost and a $20.00 restock fee Im only getting half my money back. After multiple emails with the company they told me theres nothing they will do. Im not looking to get the restock fee back just the $80.00 shipping cost.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Company charged me for a product and I have not received the product. When I called to ask about my product I was told they would not be sending me my product.

  Business Response

  Date: 10/29/2024

  Mr. ***** placed an order on our website using IP address ***********. During checkout, he entered one address for shipping and a different one for billing, and we processed the shipment accordingly. After the order was delivered, he contacted us to say the package had been sent to an address he lived at 15 years ago and claimed there was a "system error," insisting we had changed the address.
  Please note, Mr. ***** used ****** Pay, which often relies on saved information. Its likely the outdated address was still stored in his ****** Pay or browser settings. Once an order is shipped or delivered, we are unable to change the address.
  For clarity, we have attached screenshots confirming that Mr. ***** placed his own order online, entering the shipping address he provided.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22481813
  
  I am rejecting this response because: The address I have on file when I created my account on October 9th was ************************  Somehow their faulty system inputted the incorrect address.  An address from 15 years ago that I woudln't have even known.  The only way that wrong address could have  been used is if they had it in their faulty system.  It wouldn't be on my computer or gmail due to everything being new.  New home, new life, new computer, new gmail.  It's their fault and they refuse to fix it.  The manager would rather battle a customer over 65 dollars than to help grow a business and make more money in the future.  They also told me that I would have to go to this strange address who none of us know who lives there and risk my life to collect a package that may or may not be there.  it was probably returned to sender so they will get their product and I will not get my package.  I did not enter the wrong address their system did. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/28/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 ordered parts for my wood stove waited over a year and when arrived one of the parts was the wrong size and color I called and emailed several times and they said they would get back to me and never did any of the tines

  Business Response

  Date: 04/08/2024

  Dear ******************,

  We apologize for the invonvience with your order, and the fact that we didn't respond to you.  After checking, it looks like the correct trim piece was shipped to you on April 2nd.  It is scheduled for delivery tomorow.  Please let us know if you have any problems with the new piece, we will work with you to ensure it is correct. 

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21499766
  
  I am rejecting this response because:

  Someone did call and say they were sending the part Nothing arrived as of yet please provide tracking when and if the correct parts arrive I will accept resolution 

  
  Sincerely,
  
  *****************************

   

  Business Response

  Date: 04/16/2024

  Hello,

  The replacement was delivered on 4/9/24.  *** tracking number 1Z81W4F80338428620

   

  See attached delivery confirmation. 

  Customer Answer

  Date: 04/16/2024

   
  Better Business Bureau:
  I did receive the part delivered on 4/13

  i am dismayed it took reaching out to the bbb to resolve this however 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/20/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed an order on November 8, 2023 for products related to wood stove maintenance for the upcoming winter season. My credit card was charges on November 9th, 2023 for the products.When I received the order confirmation, it indicated that some of the products would take 2 weeks to arrive (in lieu of the 2-5 days that are "typical" for delivery). I was "OK" with the 2 week delivery since that would allow for the products to be installed prior to the heating season.I made several inquires in to the status and was told there was a delay in one (1) of the products.The customer service representative suggested they ship the products that they currently had available, then ship the last long lead item when it arrived, which I agreed to...until he then told me I would be responsible to additional shipping charges for "both" shipments! Unbelievable!!!The products FINALLY arrived at my house on March 14, 2024...127 days from the date of order (well beyond the 14 days promised on the order confirmation as well as the end of the 2023/2024 heating season)...and only 5 days for Spring 2024 arrived!I can't believe this company can treat customers like this.I'm hoping there is something the BBB can do to advert these situations from happening in the future.While I don't intend to ever to business with this company ever again, I'm hoping the BBB can help my situation from happening in the future.Thank you for your help!Mark

• Initial Complaint

  Date:02/12/2024

  Type:Order 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.

  Manager promised to send package next day. Package has sat in wherehouse for over a week.No resolution from them. Package still there!

  Business Response

  Date: 02/13/2024

  Dear ************************,

  We apologize for the delay with your order.  We upgraded you to Next Day Air at no cost and your order is out for delivery today.  

   

  Please let us know if you need anything else. 

• Initial Complaint

  Date:12/28/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 December 5, 2023 I purchased three items from Mountain View. I contacted Mountain View several times to confirm the shipping location. After about a week and a half and several calls to Mountain View, I was advised that they were experiencing delays in shipping times and they offered expedited shipping at half price. After paying an additional $82.39 in shipping I was only able to use one of the three items I ordered. One of the items (fireplace screen) was completely destroyed due to poor packaging. The other item was not what I ordered. I was told to send additional pictures and information and that they would look into this. One week later, I had not received any of the replacement parts. I called several times to get an updated status. I was finally made aware that the replacement items would not be shipped overnight, even though that is what I had paid for. I was advised that I would receive the screen nearly one month after I placed the initial order. In addition, I was told that they had yet to confirm what had gone wrong with the lower grille assembly and why I received the incorrect part. I was advised that they were still waiting on a manager to look into this. I am extremely disappointed as I communicated with this business that I needed these products for home that I had recently sold. This was also the same reason that I paid additional money to have the products overnighted. They have been unable to help with correcting my issues and have only offered to refund the cost for the items that were damaged or incorrect. I requested that they refund what I paid for the expedited shipping because this was an issue on their end. I am requesting a refund for the lower grille assembly, the screen, and what I paid for expedited shipping.

  Customer Answer

  Date: 01/04/2024

  The business has been in contact with me and have refunded my shipping and damaged items. This complaint can be closed. 

  Business Response

  Date: 01/14/2024

  This customer has been refunded. 

• Initial Complaint

  Date:11/22/2023

  Type:Delivery 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 company sells pre fabricated fireplace panels and absolutely refuses to tell you the measurements of them. This makes you have to literally guess which one will fit based on the size of the opening of the fireplace. The also refuse to issue a refund if you happen to order the wrong sized refractory panel because you cannot obtain the information you need to order the correct one. My order number was ******.

  Business Response

  Date: 11/29/2023

  This customer was refunde in full on 11/28/23. 

• Initial Complaint

  Date:11/15/2023

  Type:Billing 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.

  My boyfriend went to place an order for my stove so I used my credit card for payment. When submit order was done, I received a message that "something went wrong. Your payment was denied". I verified the information was correct and submit again and got the same message. We thought maybe it was because he was placing the order but we were using my credit card. I checked my account online and they had actually charged me 4 times for the same amount. I called my credit card and had them cancel the charges. My boyfriend then proceeded to use his credit card and he got the same message. He called his credit card and he was charged 2 times for the exact same amount. He then called Mountainview and was told they do not have an order for him. So who charged his card and got the money? And we have no parts. Going to find another company to deal with. This was too shady for me to give another chance.

  Business Response

  Date: 11/29/2023

  Hello,

  A credit card may be declined for any number of reasons.  Typically, the card will be authorized but will not settle due to the decline.  We do not have an order for *************************** with the provided address.  Without knowing the date of the atempted transaction, nor the boy friends name, we are unable to provide a reason for the decline or any addtional information.  

   

  Should the customer choose to respond with the boyfriend's name and address as well as the date of the attempt I would be happy to provide more information regarding the reason for the decline and proof that the card was not charged. 

• Initial Complaint

  Date:02/13/2023

  Type:Product 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 purchased an ******* impingement plate on February 9 received it it was made incorrectly and would not fit my stove. They will not replace it and or send me a shipping label to return their item. They want me to send pictures measurements of the original one. I am not the one that needs to tell them how to make a pellet stove part. ******** care would not help me in returning this item as it is no use to me because it was made wrong.

  Business Response

  Date: 02/27/2023

  Customer reached out to us for assistance with solving this problem; however, customer will not respond to requests for more information so that we can resolve issue.  See attached email thread. 

   

   

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 10/23/22 I placed an order with wood furnaces.net for 10, 2 Valterra slide valves for $18.81/each(advertised price) for a total of $181.00. Payment was sent via PayPal to Mountain View hearth products (sister company to wood furnace.net). Later in the day I received an email stating the valve price has increased to $31.40/each and that I owe $133.00 more but they would take $33.00 off so they would need payment of $100 more proceed with the order. I contacted Mountain View hearth products on 10/24/22 and ultimately spoke to office manager *** in regards to the situation and she stated i had two choices, pay the extra $100 to proceed with the order OR cancel the order entirely. As a consumer, I ordered, sent payment for valves at the companys advertised price. Changing prices after something is bought and paid for is unreasonable business practices. As I stated to ***, I feel the price advertised and the the price I paid should be honored. She said that wasnt possible but did tell me its a s***** way to treat a consumer .