Complaints
This profile includes complaints for Berico's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:01/30/2023
Type: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 contracted with berico to install a gas fireplace. I have paid them to provide service and they have not been able to correct the problem. They want me to pay someone else to do what I paid them to do.
Business Response
Date: 01/31/2023
Hi Mr. *****,
Thank you so much for your feedback. Good or bad, we always grow when we hear from our customers. We reviewed your account this morning and are glad to clarify where any confusion may be, furthermore offer some suggestions on how to ensure your logs are running to everyone's expectations.
In review, Berico installed "customer provided" gas logs in 2019, which did not involve running vent piping. Berico does not warranty/guarantee performance of any logs not purchased through us. Since 2019, Berico does not show any records of performing routine maintenance. In 2021, Berico did come out to help diagnose trouble with the logs caused by a dirty pilot assembly, and upon cleaning the logs they were operating properly. In December of 2022, we were asked to come out and diagnose the logs that were not working. Initially thinking it was a gas valve issue, our final technician was able to identify there was blockage in the vent piping. Since Berico did not install the vent piping and does not have the capabilities to properly clean your venting set up, we recommended hiring a chimney sweep to clean out the restricted air flow. During this most recent situation Berico has only charged our initial diagnosis fee. On January 24th at 11:24am our team left a message for you to discuss your situation. To date we have not had a return call.
Ultimately we would be glad to address your situation further, but it would involve subcontracting a professional chimney sweep which would add cost to our repair quote. We believe the best suggestion would be to hire them directly to help control your cost. If you would like to give us a call to discuss further we would be glad to make a recommendation on a good chimneys sweep.
We most certainly want you to be satisfied, and rest assured our team has not charged you for anything we have not performed. Please let us know if there are any additional actions you would like us to take.
Sincerely,
Will *****
Customer Answer
Date: 01/31/2023
I am rejecting this response because:
I’m not sure if you are misinformed or disingenuous. You did the complete installation with the exception of cutting an exterior hole. The initial install was completed on the original visit because 2 pieces of pipe weren’t there. Your installer wrote down what I needed and I purchased it at the tractor supply store. You conveniently left out the many occasions in which I was told someone would call me and didn’t. You claim that meeting expectations is important to you but all I have seen is a poor attempt to pass the buck and delay until I just go away. That’s not going to happen. I expect either the problem corrected or a complete refund.Business Response
Date: 02/02/2023
Mr. *****,
Again, we are truly sorry we have not met your expectations. If there was any lack of communication from our end, we deeply apologize. We do have records of messages left without response as well, but it is not our intent to dispute any communication challenges as that does not solve your concerns.
To date, Berico has only charged a diagnosis of your situation, which we have completed. Since our installation, it is true that a stone wall has been put in place and now covers access to the vent piping. Furthermore, in the 3.5 years since our installation, Berico has not been hired to perform any maintenance on the logs. With these facts noted, we do not have the equipment to properly clean the restriction in the piping that is causing your problems. Your vent piping, which is now behind a completed wall, goes up (inside the wall) and elbows to the outside of your home. (Our technician demonstrated and explained this to your wife) This is not something that can be easily accessed without removing the wall or having the proper tools to clean it. It is our recommendation to involve a professional chimney sweep who does have the correct tools. If you would like us to quote this repair (By subcontracting) please let us know? Otherwise we would be glad to split your diagnosis in half since you are not satisfied.
We too want you to have safe working logs. Unfortunately we are limited in our ability to do this effectively, which is why we suggest reaching out to a chimney sweep or having us quote a subcontractor. We hope this explanation helps and we look forward to hearing how you would like to proceed.
Customer Answer
Date: 02/03/2023
I am rejecting this response because:
Nonsense.
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