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:01/10/2023

  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.

  We purchased a fireplace insert/stove from Judd at Town and Country in Hamilton NY over 2 years ago for $ 3250. on November 12 2020. We have never had a stove put in due to Judd's neverending excuses. It started with waiting. Covid has delayed things and we must wait he said. We waited for over a year. We moved August 2021 nearby. He came over and measured, we discussed adding stone and adjusting the mantel. Waiting still for the stove to come in. Delayed now b/c you moved was one excuse. His father passed away, short on help b/c of covid. Finally he did admit at one point the stove came in and was smashed, so now were waiting for the new one. We would call to check in every week or every other week or so when we wondered about what was possibly going on. At one point he said the stove came in, but we wanted stone work and never picked the stone out. we have to have the stone work done first, then the stove can be put in he said. It was always lie after lie. We finally got the stone stamples to pick out and that was ordered and came in (I think?). So what was the hold up now? He said there was no contractor available to put it in. We were done. We said we would take our stove and stone and will have our own friend put it in. He never contacted us (I believe never had a stove or stone for us) to come pick it up. We then decided to say we wanted our money back. We have cancelled the credit card used and cut it up (charged $1347. and then again for another $1347.) One portion of the fireplace insert was charged for $556. on a debit card send to homes during COVID that qualified. That would never be a card we kept, once 0 funds, that was thrown out. We would like a check sent to us for the full amount $3250. refunded to us in the form of check. This has a been a very upsetting back and forth time! He has now become very nasty on phone calls to both my husband and myself. I have now been so upset, I will not communicate with Judd anymore. My husband **** has been trying to get our money back for weeks now. Judd wants us to sign a form with a notary (claims the credit card company will come after him). We said fine, he's never sent us that. We believe at this point he is trying to avoid us and not pay. Please help! This kind of trickery and lies needs to be shared with the public. This is wrong the way he runs his business. Thank you for your time.

  Business Response

  Date: 01/11/2023

  In response to ********* ******-*** stocks complaint 1- Yes stove was deposited on 11/12/20 2- install date was was set for mid January at original address  3- First unit did not come in damaged so no I am not sure about that 4- was told by ********* they were selling the house and would not need the stove  offered a refund at that point and declined she thought they could use in new house 5- waited for ********* to contact us had found a house in ******* would let me know when they closed  went and looked at job was told she wanted to lower mantel and stone fireplace. I told her I would see if I could get someone to help them with that but also to see if she could find someone because it is hard to get people these days 6- told her to pick out a stone and I would get her samples never heard anything till she called and asked  if we were installing stone and stove today. Replied we haven’t gotten stone because you haven’t picked any out jer answer was that she thought we woul pick it out for her. We do not pick out people’s  finishes everyone has different taste 7-was told they had a installer ******* ******** to install stove and stone. Fireplace and stone are ready to pick up at your convenience. We will take install off the balance  and can pay remainder at pick up.  8-Recieved call from **** Comstock that now they wanted a refund told him that was fine But still had to Pay and pick up stone for that is a special order No returns he agreed to take of refund 9-Asked **** for Credit card numbers ending in ## and was told that he didn’t think that card existed anymore and to put back on his card I told him that it has to go back on same  card that was charged and had to remind him that his card was declined twice and thats why we had to run *********** card twice 10-**** told me he would get back to me on the card which he did and said it was cancelled 11- I told him I would see what I could do and in the mean time I had a friend who had a similar  situation and the CC company sent a letter releasing. This was sent via email that I will out in documents that he said No have something written up 12- so yes we are going to refund but have to do this process so it doesn’t fall back on **** ********** and as told to **** if the credit card was left in good standings that ******** would have no problem sending this letter.  13- when this is refunded it will be minus credit card charges minus **** ***** and  minus attorney fees for righting up agreement. Or just get the letter from CC company for Free but that’s up to ********* and ****  14-Would love this resolved as soon as possible   

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Judd I have never stated I knew ****** dad.  I know him. He is doing our stonework and was going to put the stove in, but you never had one for us.  I have called ******** and they said they don't do any letter.  They don't do that.  Send us a check or we will be contacting small claims court.  This has also been sent to the attorney General.  Take care of what needs to be done and send us our money.  A check for $2890.  That's when this will be over.  The balls in your court not ours.  We have nothing else to do on our end. You didn't provide a service which you continued to lie as to why.  Either way, we paid for a fireplace insert and never got it.  Pay us back our money now!   
  Regards, 
  
  ********* *************** 

  Business Response

  Date: 01/20/2023

  Hi ****Who's this It's Katie. I thought it would be easier to chat this way.  Do you want to 3 way call ******** with me?  I'm not a liar.  They don't write letters stating they won't go after people.  As I mentioned before they did note my account i wasn't disputing the amount.  What ever it takes to get this done and yes you said that **** and his father said I was making things up and yes they told me they never said any such thing  And money agreement with **** Was $2704.20 which was wrong on my end it is actually $2736.60  The account is closed bc it's been consolidated and I'm paying off my debt. That's the honest truth ****. The other card was a debit card from covid for families to use that had kids.  Idk that's gone.  So I guess I don't understand why you wouldn't just send us the check?   But either way ******** won't write a check. This is now the second time I've called and they said we go to small claims court if you won't pay.  I really don't want to do this over 2700!   They can't talk to you bc you are not the client. I could try to record them stating they don't write letters? They said they only do that if we dispute the amount on the card which I'm not doing and had them note the account that's not happening.  I wanted to use the card for an insert.  That never happened  so I just want our money back to us.   So fine. $2736.60. Will you please mail me a check?  Then this can be done.   No I know that was a Covid card and that's why it's all figured In I have no intention of keeping your money I want this done my merchants agreement is that when money comes off a card it has to go back on if I write a check with no documentation it can be protested and have money taken out of my account just write something up so I can give to girls and give you a check next week. And stop bad mouthing me and end this garbage with the BBB because are agreement was ****** house and I offered you your money back way back then Even put it on your BBB site that you agree to this amount with no protest and that the dispute is settled let me know I will type up a letter stating That i wont dispute the amount through the ******* card as long as payment from you is recieved in the next 2 weeks.  Ill have it notarized and I'll email it to you.  I will say that things are settled with the BBB when I've gotten the check.  Better yet take a picture send it to me and I will call the girls to write check then bring me the original and grab the check at the same time I would love to have this all done by Wednesday at the latest  Great! this is a text with ***** on Thursday 01/19/23