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:12/03/2024

  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.

  Company sealed a cap in pellet stove pipe that know cannot be cleaned or fixed they want us to pay for a new pipe which they wrongful sealed which could cause a flu fire blamed the customer the whole time

  Business Response

  Date: 12/19/2024

  The customer is complaining that we sealed her pipe on her pellet stove (the cap on the cleanout tee) and that now they can no longer get the cap off of the tee.   This is true but the reason we sealed the pipe in the first place was because their pipe was leaking smoke.  Customer called for service stating there was smoke coming out of the vent pipe so because of that we had to seal to resolve the issue.  The root cause of the problem was that the actual rubber seal gasket on their tee was worn out which is why smoke was leaking in the first place.  The customer also stated that they had been cleaning the ash from their tee every 3 days.   This is very unusual because any pellet stove will build up some fly ash almost immediately but not to the extent of needing pipe take apart every few days. 
  

  This pellet pipe is a very high quality product and will last literally for ***** years.   It is our professional assessment that their frequent taking it apart (customer action) is why the gasket seal broke and they had some smoke leaking at joint.   It is normal to clean the actual inside of pellet stove/burn pot every few days but as far as the actual pipe that is something that should only happen a few times in the season. The constant removal of the cleanout tee wore out the gasket which is why the pipe ultimately leaked smoke.  Therefore, the only quick fix was to seal off the cap and the only long term solution is new pipe.  Again, the pipe itself is not bad but only the internal rubber seal. 
  

  The customer now wants all new pipe for free because the original cleanout tee had to be sealed (to obviously stop the smoke leak). Our techs informed the customer they would ultimately need new pipe but in the short term the leak was fixed.   We did not refuse to replace the pipe and we are willing to do the work but we told customer they would have to pay for new pipe. 
  
  When the customer started calling us again to complain, our technician asked the customer if the pipe was still smoking and she said no.  So we resolved their original issue for service in the first place which was smoke leaking from pipe.  The customer was irate on phone threating us with calling BBB, the local tv stations, or getting a lawyer.  Obviously, threating to call the tv station over some pipe shows what we were dealing with (as if the local news would be interested in a retail dispute).    Again, we told them countless times we would be happy to install new pipe but that they would have to pay.   Just because someone gets nasty and threatens us with calling the tv station, BBB, and lawyers does NOT entitle them to free pipe. 
  
  The customer also states that we did nothing but blame them.  We did not cause her stove to smoke and there is no need to take apart chimney vent every few days.  Now the customer is saying if we refuse to give them free pipe it is a fire hazard because they cant remove the cleanout tee.  They know the only long term solution is new pipe but simply refuse to accept the responsibility for their actions and the damage to the pipe seal that they caused.    

• Initial Complaint

  Date:03/02/2024

  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.

  In September 2023 we reached out for a new coal boiler heating system. We contracted with heating world and in October 2023 had a new DS Stoves SB200 auger fed coal boiler installed. We paid a total of $15,000. Over the last 4 months several attempts have been made to resolve the units poor ability to heat and excessive use of coal to no avail. I have paid out of pocket for 2 other I dependent service companies to look at this boiler. Both said it is not doing effectively what it is designed to do and it is defective in some way for it to run excessively and not be able to heat even a small area in 2 hours. Both independent service agents estimate the units efficiency at 61-66% well below the 82% advertised with 30% of the heat going directly up the chimney and bypassing the boilers water chambers causing excessive running and coal usage.

  Business Response

  Date: 03/12/2024

  We are aware of the concerns of Mr. **** and are working with the manufacturer of the boiler to try and resolve some of his issues.    

  Customer Answer

  Date: 03/14/2024

  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.

   

  
  
  There is only 1 issue. It doesn't do what it is designed to do and is defective. Ben at DS originally stated he was working to buy it back but stated heating world wanted extra clarification but then heating world said Ben wanted extra testing. We have been patient and multiple attempts have been made to 'fix" it. Everyone states "its getting plenty hot" and   "we don't know why it isn't heating adequately" . Unit needs refunded and removed and DS can troubleshoot it in their time at their cost. 
  
  
  Regards,
  
  
  
  **** ****

  Business Response

  Date: 04/09/2024

  We are working directly with the customer and have reached an amicable resolution

• Initial Complaint

  Date:12/11/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Good afternoon,
  I purchased a Hearthstone Green Mountain 60 woodstove along with a Hearthstone Green Mountain blower/57400 from Heating World in Loretto, PA on 9/19/22. The woodstove (value of $3,199.00) was delivered to my residence on 10/27/22. However, the blower (value of $395.00) has not been delivered to my residence. I've made several calls to Heating World over the last few months, and Heating World tells me the blower has not arrived from the manufacturer, Hearthstone. Also, when Heating World delivered the woodstove on 10/27/22, damage to my house resulted from the delivery. I sent images to Heating World, and they informed me that they turned in a claim to their insurance company, but I have not been contacted or reimbursed for the damage to my house from Heating World or their insurance. In addition, one of the stones in the woodstove has a crack, and I called Heating World and sent them images of the cracked stone on 11/11/22. Accordingly, Heating World submitted a warranty claim to Hearthstone, and they told me the new stone would arrive within two weeks. It's been over four weeks, and I haven't received the replacement for the stone. Please note that I have not burned or used the woodstove other than lighting a piece of paper within the woodstove to test it out. I'm requesting delivery for the blower which is paid in full three months ago, reimbursement for damage to my house, and replacement of the cracked stone in my woodstove.

  Customer Answer

  Date: 12/23/2022

  I wanted to provide an update on complaint ********. I received the blower via email delivery from Heating World this evening. I'm still awaiting on the other items listed in my initial complaint. 

  Business Response

  Date: 01/04/2023

  Mr. ********'s complaints have been addressed with the appropriate parties, as I have repeatedly told him. The blower and broken brick had to be ordered from the factory. The blower was just received by us today and it is being shipped out to him TODAY. The replacement brick has NOT been shipped to us yet. When it is, we will ship to him. His damage claim was immediately turned over to our insurance provider. I have given him the name and phone number of our provider so he can contact them for any updates. I have no additional information to offer him. 

  
  Jeanne K*** 
  Corp.officer 
  

  
  

  Customer Answer

  Date: 01/05/2023

  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.
  

  I
  was informed by Heating World the cracked brick would be “prob a week or 2 to
  arrive” from the manufacturer, Hearthstone, on 11/14/22 when it was submitted
  for warranty. It's been nearly two months, and the new brick has not been
  replaced. I have the text messages stating the above language from an employee
  from Heating World, if needed. The manufacturer's policy requires me to work
  directly with the dealer, Heating World, and Heating World needs to resolve
  this matter with Hearthstone. In addition, I have not received an update
  regarding the reimbursement for damages to my property during the delivery on
  10/27/22. Again, Heating World needs to follow-up with their insurance company.
  

  
  
  

  Heating
  World’s response fails to address the above matters with no foreseeable remedy,
  and their timeframe to replace the brick stone has been exceeded. However, I
  did receive the blower on 12/23/22, and I notified you of this update via email
  on 12/23/22. 

  
  Regards,
  
  
  ****** ********

  Customer Answer

  Date: 02/15/2023

  Good morning, 
  
  Can the ticket be reopened until this is resolved?If they have another woodstove that is the same model, couldn't they replace my woodstove with that model? 
  
  Thank you,
  ******

  Business Response

  Date: 02/23/2023

  In response to your letter dated 2/15,  the part that he has been waiting for
  has finally been received by us yesterday and we are shipping it out today.   It will be sent out by Fedex.
  
   
  --
  Heating World Inc. 
  ###-###-####

  Customer Answer

  Date: 02/23/2023

  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Yes, I feel my complaint has been resolved. 
  
  Thank you.

  
  ****** ********