Complaints

This profile includes complaints for Fireside Hearth & Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Fireside Hearth & Home has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Fireside Hearth & Home

  Raleigh, NC 27616

• 

  Fireside Hearth & Home

  10315 Chapel Hill Rd Morrisville, NC 27560-8707

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:11/15/2024

  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.

  We cannot get a return call from them. They installed our fireplace in 2019. The remote needed to be changed and they came out, but we could not open the fireplace. They were very nice. Subsequently, we have found out how to get access to the place they need to replace the remote. We can't get them to call us back to order a new remote and schedule an installation. Anything you can do to help would be appreciated.

• Initial Complaint

  Date:04/17/2024

  Type:Order 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.

  company charged for services not performed, but sent invoice to the contractor's account, which we in turn paid while waiting for said refund. it was impossible for the service to be done as the fireplace was reset for inspection that was completed before service date at question.we left a ****** review after failure to be contacted, both after going in person and calling several different company numbers. after that review, the owner left a comment to resolve and I called only to play phone tag with the customer service lady, ****** if I remember correctly. I left one last voicemail message saying it had been almost a year from move-in and never heard back. I tried once more, this time a gentleman was on the voicemail, and left a message with unsurprisingly no answer or return call. last week was a year from completion and last call for warranty lists from vendors. fireside was the only one to not only avoid communication, but to falsely bill. from reviews, including the ones here, this business seems to have a monopoly in the area and a low level of accountability past the sale. of 58 reviews, most are one star. clearly the bbb needs to review practices and protect consumers.

• Initial Complaint

  Date:11/22/2023

  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.

  ****************** New gas fireplace I new home. Builder (**) paid for gas fireplace startup fee in the home sale. Made appointment with Fireside Hearth - Home ******* to perform start up service paid for in advance by builder. They fail to show up, call or even return calls after numerous attempts. Can not get anyone on the phone except call service. We still have no response

• Initial Complaint

  Date:03/30/2023

  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.

  We received a quote from ********* Hearth Products in Feb 2022. At some point between now and then ********* was bought by Fireside Hearth and Home. The quote amount was for $6,710 for a new wood stove plus installation. We are building new construction, so the quote was based on an estimation of where the chimney would hit on the roof line. When the wood stove was installed in late 2022, the chimney was much shorter than initially quoted. We received the itemized invoice from Fireside Hearth and Home and several parts from the initial quote were NOT used in the install, but the pricing was the same. I reached out to Fireside in late Jan 2023 to ask them to correct their invoice. It has been 2 months now and I'm getting largely ignored by the store manager, who agreed that changes needed to be made but she had to contact her manager. The discrepancy in the quote and invoice comes to $1,620. We do not want to pay for parts that were not installed! Hoping this will initiate some movement on this issue and get it resolved.

• Initial Complaint

  Date:12/27/2022

  Type:Customer Service 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.

  03/30/2022: My husband and I closed on a house on 03/30/2022. When we called to schedule the started up, ****** at Fireside Hearth & Home says our fireplace was installed on 09/28/21. At that time the house wasn't even framed up, only footers were poured, our building permit wasn't even issued until Sept. 9, 2021. She refuses to believe us when we tell her this. Our builder has even called, since he called she has not responded to any communication from us. This belief takes away 5 months of our one year service warranty. The fireplace itself has a two year warranty and 5 months of that is taken away as well. I am currently waiting on the operations manager to call me back, I have been waiting all day for his call. I am afraid to have another business start it up because of the warranty. I don't know if this will void what warranty we have. We have been trying to get our fireplace set up for several months now and cannot. We just want our fireplace set up and a warranty from the time it was actually installed. We have been trying to get them out her for months and cannot get anywhere with them. Any help you can give in this situation is GREATLY appreciated.

  Business Response

  Date: 12/28/2022

  The builder gave us incorrect address information and therefore our records indicated that fireplace was installed at in September of 2021.  The homeowner does not have a propane tank hooked up to her fireplace and therefore nothing can be started on it.  We, Fireside, do not supply propane to houses nor do we make final connections to gas tanks.  That is supplied by the propane companies.  To correct the issue, I authorized to extend the homeowners warranty from 3/30/23 when it was going to expire to 8/30/23 for the time lost in the miscommunication from the homeowner, builder, and Fireside.  I spoke with the homeowner today 12/28/22 at 1:45pm and both her and I agreed on the extended warranty.  I also agreed to do the start up once the homeowner has gas hooked up to her fireplace by a certified propane company.