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:01/12/2023

  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.

  In August 2022 I began the process of purchasing a wood burning insert from The Fireplace Factory. They sent people to measure my existing fireplace to know which size insert we'd need to buy. Around Labor Day installers came to my home around 9:30 AM and did not leave until my husband got home from work sometime between 6 and 6:30 PM. The job was not completed. The people who came had a flat tire and reached out to their people for support. Someone did come to bring them a tool so they could fix it themselves.The installers told me that they did not have what they needed to fix their tire after all. By 3:30 I insisted that the installers stop to eat some lunch. (I made sandwiches.) Then I called the project manager, ***** and asked for help on their behalf. ***** told me that everything was fine and they were fine. I told him they were not ok and needed help. ***** was no help. ***** called me about an hour later to tell me that the job was not going to be finished that day. I was clear with him that I would not take off work for this project; we'd need to schedule when I am off (the next holiday).The installers still could not leave. They could not access the tool under their truck. I had to ask my neighbor for assistance and he loaned them bolt cutters. Since I did not loom over the installers, my neighbor told me what he observed in my driveway. In an effort to to work with the tire, the man was pushing on it so vigorously that it could have toppled the truck over while it was lifted up on the ***** It was extremely fortunate that no one got hurt in my driveway.Since then, it has been a series of unfortunate events. Around Thanksgiving, I checked in only to learn that they had marked my project as having been completed.I'm now (Jan.) waiting for one last part, again, (that no one noticed was missing) and they changed my appointment and rescheduled it for a day that does not work for me. They are not easy to reach by phone.

  Business Response

  Date: 01/12/2023

  So you filed a BBB complaint because our guys got a flat tire?  It happens. Thanks for your help in making sandwiches and helping them get the tool from your neighbor. Much appreciated!!  I know the damper is on order. As soon as we get it well install it asap. 

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was given a date of reschedule that I did not agree upon, as I will be at work.  I need to reschedule and asked someone to call back yesterday.  There was no response.  Since you wanted to reschedule for the 17th (as per your text), that sounds like the part must be in.  Is it in? Your BBB response sounded like it was not in.  Why reschedule if it is not in?  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/13/2023

  *****, theres no reason for us to go back-and-forth on this BBB site. We could easily have this conversation directly. But I will answer you one last time here in this forum.  We do not have the part yet. The manufacturer is telling us that it should ship out next week. But you insisted that ********* put you on the calendar for the 17th as a placeholder hoping that it would get here, which it didnt.  ********* made it very clear to you that we dont know if we would have it by the 17th and theres a good possibility it would have to be rescheduled.  As soon as we get it, we will make you a priority to get it installed ASAP.  Thanks. 

  Customer Answer

  Date: 01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The response is not accurate.

  #1 As an educator, I explained that I would be available when schools were closed on MLK day. 1/16.  That appointment was made with my input, which is the only reasonable way to expect me to be home.

  #2 Rather than contact me to inform me that the part was still not in, I got a text saying that my appointment was changed to 1/17 (without my input). I've made it very clear, for months, that I've no intention of taking off of work for this install.

  #3 As for this forum, I'm grateful that others can see what I've had to deal with.  After about two months of talking with the owner, I saw that it would take assistance to expidite this process.  Since my brother is a project manager, I asked him to call on my behalf, because my patience had been exhausted.  The owner stopped returning my brother's calls. 

  #4 Had my parts been expidited, either time, I highly doubt we'd be here now.  If my replacement parts had been expidited, I was never told so.

  #5 It's all in text correspondence. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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