Complaints

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

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  Fireside Living

  1203 Union Ave. Laconia, NH 03246-2124

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  Fireside Living

  196 State Route 101 Bedford, NH 03110-5420

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:01/13/2025

  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 bought a propane fireplace last year. I used it a handful of times because it barely worked. I thought it was low batteries but it turns out a part is bad after the owner came to look at it. Owner said part was on back order 6-8 weeks. We are way past that now and the guy will not respond to my calls about a status or where we go from here. He claims hes at the mercy of the manufacturer to get the part. I found it elsewhere. Whats he going to do if this part never comes in? Ive had this fireplace a year and used it 6 times. I need help.

  Business Response

  Date: 01/29/2025

  I have attached all email threads with the company and customer showing updates to timeline. The sales *** has now gotten involved to try to find a reason for the delay. It appears to be manufacturing delay. If customer can find the part online there is no guarantee from the ***** company that it will not also be on backorder. We have told her that she is welcome to give that a try and we will put the part in. The unit purchased was a floor model sale, sold at a significant discount, and stated so before sale and on invoice. 

  Customer Answer

  Date: 02/01/2025

  If you read the emails, the owner insists that I need parts from the manufacturer. He did not offer to put in the part that I found.
  

  If you look at one of the pictures, you can also see where ****** sent a follow up email to my contractor Not me. I had my contractor call because I figured nobody would return my calls and maybe they want a man. Surprise surprise, they did indeed speak to my contractor and sent a follow up to HIM and ccd me. Desktop communicating with me a long time ago. I simply wanted some updates.
  

  Yes, I knew this was a floor model but I still paid a lot of money for it, and it shouldnt be too much to ask that I would like to use it more than five times before it stopped working.

  Customer Answer

  Date: 02/01/2025

  If you read the emails, the owner insists that I need parts from the manufacturer. He did not offer to put in the part that I found.
  

  If you look at one of the pictures, you can also see where ****** sent a follow up email to my contractor Not me. I had my contractor call because I figured nobody would return my calls and maybe they want a man. Surprise surprise, they did indeed speak to my contractor and sent a follow up to HIM and ccd me. Desktop communicating with me a long time ago. I simply wanted some updates.
  

  Yes, I knew this was a floor model but I still paid a lot of money for it, and it shouldnt be too much to ask that I would like to use it more than five times before it stopped working.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22807199
  
  I do not accept the business's response as a resolution to my complaint because: I still do not have an answer. So they handed it off to a service parts guy, but I still havent had a follow up from anyone. Is somebody gonna reach out to me? Are they gonna keep ignoring my calls and emails? I still dont have a resolution

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

  Business Response

  Date: 02/07/2025

  Communication has been consistent. See attached. Part is on it's way from manufacturing.

   

  Contractor was emailed, at what he said was the customer's request. He reached out directly to me, where ***** has spoken mostly to ****. 

   

  Unit should be fixed in the next week or so. ***** was caused by a manufacturing defect in the first batch of boards that left their warehouse in early Jan. ******* a further delay.