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:03/13/2024

  Type:Sales and Advertising 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.

  I bought a part for my pellet stove from Frederickson Farm, per the technician I hired the part was no good. A known problem for that batch of parts. I returned the part, the owner said he would call the manufacturer and get me a new part. He called me back a day later, and asked me who the technician was. When I explained who I had hired. He was furious that it was an ex employee of his. He has not called me back he has not returned my money or given me a new part in well over three months. The part cost $297, he has my receipt and my part. He will not return my calls.

• Initial Complaint

  Date:11/09/2022

  Type:Product 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.

  On 10/9/2022, I put a deposit of $3000. on a pellet stove from Frederickson Farms, in North ********, ************. A site visit was scheduled for 10/26/2022, in which an installer was to visit my residence, and describe where the stove would be installed and what modifications needed to be done to install this stove. He also described it's operation and cleaning procedures, which were different from what the salesman explained to me at the original time of purchased. After careful thought, on 11/2/2022, only 5 business day's later, I called them back and cancelled my order. The reasoning for my cancellation where twofold, first the installation was more complicated than originally thought, secondly my wife's asthma condition would have been affected by the regular cleaning maintenance of the stove. The company had no problem cancelling my order and giving me back my refund, since I gave them ample time, and my stove never left the warehouse. However, they charged me a $150.00 restocking fee, even though I gave them ample time, and the stove was never shipped to my residence. The true definition of a restocking fee is a fee charged to a customer when merchandise is returned for a refund. My item was never delivered, thus there were no shipping cost's involved. And since, I was told they have a backlog of orders, my stove could go to the next customer in waiting. As for the site visit, all companies offer free estimates in the cost of such complicated ******************* the technician on 10/26, told me he had a previous site visit just 2 miles from my home. As a result, since my item never left the warehouse, I feel the a restocking fee should be considered invalid. In conclusion, I spoke to the owner about waving the restocking fee but to no avail, thus I am asking for my $150.00 to be refunded.