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Business Profile

Fireplaces

Ethanol Fireplaces

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

This profile includes complaints for Ethanol Fireplaces's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ethanol Fireplaces has 3 locations, listed below.

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    Customer Complaints Summary

    • 63 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/24/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Bought a log set and fuel on 11/23/21 for $239.98. Order #: ********. Same as other complaints was told they were on back order but I could cancel anytime. Finally decided to cancel the order on 5/23/22. Was told to expect a refund in 7-10 business days. Still have not received a credit to my credit card. They did not reply to my follow up email sent 6/18/22. I’ve tried calling multiple times and never get anyone to answer.

      Business Response

      Date: 06/28/2022

      Hello,

       

      Thank you for your inquiry. We have tried to contact the customer at ********** to confirm the address in which a check may be mailed. To date, we have not been able to reach the customer by telephone and have used the address on the original invoice.  We have **** ******* circle, ********** ******* 44130 as the address where the check was to be mailed. If the customer is still not satisfied, we would be glad to assist them. Please have them send us an email or contact us between 10am-5 pm EST. Have a great day!

      Customer Answer

      Date: 07/09/2022

      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. 

       

      I still have not received a refund check in the mail. I emailed them on July 4, to confirm the check had been mailed and have not gotten a response. 


      Regards,

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

    • Initial Complaint

      Date:06/22/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Pretty sure this company scammed us out of money. We ordered this fireplace in May of 2021 (because the website said it was available) - Order # *** *****. We. were then notified that there were delays - which was understandable - and we should expect the fireplace in 3-5 weeks. At 5 weeks, I reached out to check status and received no response - until I threatened legal action. When I was responded to, they told me that the best guess they could give, at that point, was another "3-5 weeks". We played the same game, with me reaching out every 5+ weeks from May 2020 until May of 2021 - yes, they continued telling us 3-5 weeks for a whole year. We finally asked Regal Flame for a refund, once we spoke with another vendor who said they could deliver a fireplace in less than a week. Regal Flame agreed to refund us, stating it would take "5-10 business days". We're now at over 20 business days with no refund (confirmed with our bank). To make the issue worse, the Regal Flame support team has stopped responding to our email inquiries about our refund all together. Not surprised they have an F rating on Better Business Bureau. Just wish I had found that rating before giving them money. Be better than me. Avoid this company at all cost. Im uploading an email conversation that dates back to Sept of 2021 to show the number of times we were told to continue waiting beyond their previously stated estimates, the drops in communication and the promise to refund - and lack of response once we realize the refund wasnt issued as promised. I have additional emails dating back to May of 2021 here too

    Ethanol Fireplaces is NOT a BBB Accredited Business.

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