Complaints

This profile includes complaints for Hearth and Grill Sales, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hearth and Grill Sales, LLC

  3405 Keith St NW Cleveland, TN 37312-3721

  
• 

  Hearth and Grill Sales, LLC

  5106 Highway 153 Hixson, TN 37343-4520

  

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:03/11/2024

  Type:Customer Service 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 had gas logs installed. There has been a gas odor from the first day and we requested the technician come out. That took several weeks for the technician to fit us into his schedule. He supposedly fixed the problem when he finally did come but we continue to smell gas. Upon contacting the company, we were told the "scheduler" was out and they would get back with us. We waited a few days and got no response. I then started emailing the company about the problem. The employee was extremely rude in email responses. It is like they keep making excuses and don't get the problem resolved. This could be a danger to our health and our home because gas can cause major problems. This has been going on for a few months with no resolution. Also, customers should never be treated the way I was treated. I have saved the emails if needed.

  

  Business Response

  Date: 03/11/2024

  Mr. ********* contacted us by telephone in the afternoon on 3/5/2024 to report that the gas logs they purchased were not operating properly.  We entered a no charge service order and let them know that we are a couple weeks out on service but would get it scheduled and follow up with a date.  On Friday, March 8, 2024 at 8:45 AM Mrs. ********* emailed me to make me aware that her gas logs were not working properly. I was not the person that took the order and responded with a series of questions to rule out the most common issues that we find when servicing this product.  Mrs. ********* was uncooperative but I did determine the issue to be that there is an odor present when they use the gas log set.  Their service order was scheduled by our scheduling department on Friday as well and we are due to be there to diagnose the issue on March 14, 2023.

  This is all unnecessary as this customer did not even give us time to respond to their service request and was uncooperative with me when emailing on Friday.  We will gladly service their product and I will follow up and respond to this case once our technician has completed the service order.

  I have attached the email chain between myself and Mrs. *********.

  Sincerely,

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

  

  Business Response

  Date: 03/13/2024

  Our service tech visited the job site today and found the following:
  
   
  
  The gas meter dial was broken.
  The gas pressure was low (4” W.C. and should be 7” W.C.). They will need to contact the gas utility to replace the meter regulator.
  The interior of the fireplace had been painted black which can cause the unvented log set to emit odor that is stronger than normal.
  The igniter wire was disconnected which was the reason the log set would not light.  It appeared that the homeowner had pulled the battery box out to change the batteries and invertedly disconnected the wire without their knowledge. The igniter wire was reattached by our technician and log set is igniting as it should.
   
  
  We found no issues with the log set. The low pressure that is being delivered by the gas utility will contribute to the odor as the set is not burning correctly due to the low pressure. In additional the black paint inside the fireplace will create more odor as well. The logs are burning perfectly, and our tech did not detect any odor that is unusual.  Suggest that the homeowner crack the fireplace damper slightly since they are being overly sensitive to the logs.
  
   
  
  Our technician was there 2 hours.  There was not charge for this visit even though there were no issues found with our product.
  
   
  
  Thanks,
  
   
  
  ***** *******
  
  Hearth and Grill Sales LLC
  
  ***** ********
  
   

  Customer Answer

  Date: 03/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had the gas company check our service and meter and there was no problem with the meter or the pressure. The gas company did not get the low pressure results as the Hearthside technician, and they assured me that their testing equipment was very accurate. I have tried to call Mr ******* and I went to his store to see him. He was not there and he is not returning phone calls. I'm afaid he has written me off. I think my wife made him mad, but he should talk with me since he took my $1700 but I do not have working gas logs. I did paint the fireplace with heat paint designed for this use. I have it in other fireplaces and it caused no odor. However, the can has been opened for some time so I just purchased new heat paint and will recoat over the old paint to encapsulate it. If the paint was causing the odor, we should know that soon. If this does not fix the problem, I really need to speak to Mr *******.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 03/20/2024

  Good morning,

  I apologize that you came to the office at a time that I was not there, but I do have a full staff that is capable of working with you to get this resolved.  We have a store in Cleveland and I am spending a lot of my time in the Cleveland location during the month of March. I also do not have any voice messages from you and I certainly have not written you off as I would never do that.

  I have a lot of experience in this business and the most difficult issues to correct are issues that do not exist and I am afraid this is the case here.  I understand there is an odor present when you use the gas logs and you are wanting your non-vented logs to be odor free, but there is no way for that to be possible.  I do believe the paint inside the fireplace to be the main issue here and once that has cured I believe you will see a huge reduction in the odor, but there will still be an odor. The only way to be odor free is to install a direct vent insert as it is sealed and cannot produce any odor.  I will be happy to discuss this product with you at anytime if this is an option and would certainly refund you in full for the vent free logs and put that toward the direct vent.

  Please let me know once the paint has cured that you just re-sprayed andI will be happy to follow up with you.

  Also, my direct line is ***** ********.  Feel free to call me to discuss.

  *****

• Initial Complaint

  Date:12/28/2022

  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.

  Early-mid Dec. I ordered r an 18" set of gas logs,Flint Hlll set, Natural Gas. That is what I Thought I placed an order for! After 2 hours of my installer trying to light the pilot, we realized they had sent Propane Gas logs. The model number Given To Me By The Salesperson was for Propane even though I had told him Natural Gas. I could not know the model number ending in a 'P' referred to propane. The confirmation sales order does Not indicate Propane, it does not even indicate the model number so I still would not have known. Because there were so many models I had sent a specific email to the sales person Jonathan asking to check the number because it looked different from the one I was seeing. He confirmed it was correct. NOW the company is refusing to accept the item back, it is $810.00.I notified them immediately upon learning it was propane - it has cost me hours and $200 for the installer's work. Last night I ordered the Correct gas log set & left messages.but this morning they Canceled the order! insisting it could NOT be returned once installed, saying something about sending a different burner. but my installer refuses to take responsibiity for replacing a part. They Insist I ordered the Propane - I sent 2 text messages to the sales person who Has Never Responded To Me At all. I believe this is clearly His error but he is Unwilling to accept responsibility. Kevin blames the installer 1st, then me, but will not acknowledge their error. This is hardly a reputable company. I have given them all day to come up with a solution where I Return the gas log set or I place this in dispute with credit card. their answer-without my permission? they place a New order for a 2nd gaslog set! I object. now they will not respond to calls. I absolutely want a credit or a new correct gaslog system sent to me. They are rude and stubborn & insistent & unwilling to accept their error. Please help. I want my $$ back.
  ** * ********

  

  Business Response

  Date: 12/28/2022

  Good morning,

  This customer purchased a log set online on 12/7/2022, not over the telephone from one of our agents as this claim implies.  This customer selected the product online and checked out agreeing to our terms and conditions which are very fair.  The product online clearly shows that the gas log set is for use with propane (see attached screen shot of the website).  We promptly shipped the item same day as ordered and had absolutely no way of knowing our customer ordered incorrectly.  

  Our customer installed the product before realizing they had purchased the wrong fuel.  Our terms are very clear that we cannot accept returns for products that have been installed.  There are always signs of installation and we are not able to re-stock and sell to another customer.  We did agree to ship our customer the natural gas version, but then she called back and said she was stopping payment on the original charge.  So, we did cancel her new order.  I never personally spoke to this customer, but she did speak with my customer service team and they provided her good service.  Basically, she is trying to force us to take back a used product that is a result of her error "or else" and this claim is part of the "or else".  I anticipate receipt of the credit card chargeback at any time in the amount of $810.

  Here are the terms and conditions pertaining to returns agreed to at the time of ordering online:

  Returns
  You may return items sold by Hearthsidedistributors.com within 30 days of delivery. There will be a 20% re-stocking fee on all returned items. All items returned must be shipped by the same shipping company that was used to deliver your product. This policy also applies to products that are refused upon delivery. We pay the return shipping cost and wave the re-stocking fee if the return is a result of our error.
  We cannot accept returns of certain items, including:
  Any item that is returned more than 30 days after delivery.
  Any item that is returned without prior authorization.
  Any item that has been installed or is not in the original carton.
  Any item that is not in its original condition, is damaged, or is missing parts.
  Any special made to order products such as Elmira Stove, Heartland Stove products and other special order items.

   

  I do feel terrible for our customer and this situation, but we are not able to accept this return.  We provided excellent service and fast shipping based on the item ordered.  I have attached an audit trail for her order that clearly shows it was placed by her and again, I am providing a screen shot of our website that clearly has the product marked as being used with propane fuel.

  

  Business Response

  Date: 01/06/2023

  I agree completely. I did ask for the email referenced in the previous correspondence, but I see that that was not provided.  That leads me to believe that it does not exist.  I am willing to work this out, but working it out only means one thing to our customer.  A full refund and us discard their log set and that is not fair as we did not make any mistakes.  Again, I will reference back that this customer ordered online from our website.  Our terms and conditions were agreed to at checkout which include that we cannot accept returns of any product that has been used or connected to gas.  I will also attach again a screen shot of the product that this customer ordered which clearly shows as a propane model.  I am unclear on how this is out fault, but I am sincerely sorry this happened and do wish there was a way to work it out.  The simple fact is we cannot absorb losses that are not a result of our error.  For example, if this customer had ordered natural gas and we had shipped a propane model in error, then we would without question ship a replacement and absorb the loss.  Or, if this customer would have notified us before the product was installed we would have without question allowed an exchange for the natural gas model.  However, we cannot absorb the losses for our errors and the ones for our customers as well.  That just is not reality.  I am in agreement, the constant back and forth sending messages is not going to change this situation and the fact that we cannot take back used product or offer a $800 credit for an error that lies solely on our customer. 

  Sincerely,

  Kevin T******

   

   

  Customer Answer

  Date: 01/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** ********

  It just does not seem to matter, no matter what i say.  All this company wants to say again and again is that I Ordered Propane.  This is about the EIGHTH time I am saying there was NO WAY I COULD KNOW IT WAS PROPANE, I have stated again and again the log set IS NOT MARKED PROPANE.  The user manual DOES NOT SAY PROPANE.  The shipping box DOES NOT SAY PROPANE, in fact it is Only a brown cardboard enclosure.  The confirming ORDER DOES NOT SAY PROPANE, it is useless to continue to say that someone Outside the field of gas logs SHOULD KNOW THAT A 'P' AT THE END OF A MODEL NUMBER MEANS PROPANE.  In fact, I had been looking at other companies and have rechecked  their model numbers, whether natural gas Or Propane DO NOT HAVE THE LAST LETTER AS THE GAS TYPE.

  this is NOT MY ERROR.  Why he will listen to nothing said is beyond me, he is fixated on his belief and that is that.  I am Not going to do the work for him - it is his company, he has access to all the back-and-forth emails.  He can find what was told to me.  He can see the heavy-handed approach of Immediately canceling my replacement order and the Two Other times His Company RECHARGED me for the gas log set, deciding on their own to do this?? This occurred twice, i have the charges and credits to include for my credit card company.

  I am not sending more information because he will say that what it says is Not what it says so why bother?  The only party that matters any longer is my credit card company.  I am Not planning to take a $800 hit for a product that CANNOT BE USED - I have already said this is a Consumer Protection Act violation but he has ignored that.  I have already said the multiple ways this could have been avoided if the word Propane had been shown/included Anywhere.  I have already said the model number Was Dictated to Me by Jonathan, the Salesperson.  I have already said I find it quite odd that Jonathan never returned my two texts to him about this matter.  I have already said I sent Two followup emails to Jonathan asking him to recheck the number because it did not look exactly right to me......If all this has been said there is nothing more to say to someone who refuses to listen. 

  Thank you, BBB, for being there to try to help negotiations but this is no longer a BBB matter but one of an irreconcilable dispute.

   

• Initial Complaint

  Date:07/29/2022

  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.

  I went into a contract to purchase a Vermont gas (LP) heating stove, and to property install this heating stove; in the process they advised due to installation of a roof installation of ceiling/roof exhaust vent! It was later discovered that a direct vent though the wall, which would have better serve and a seal from rain and leakage. They stated, that it could be possible due the area of 20 inches, which we had in the side wall!
  
  Hearthside, LLC stated that there wasn’t enough area to install the direct exhaust vent, which we learned that wasn’t true at all; and in fact there was enough are and room to do so, without going through the roof; my concern was leakage of improperly installed exhaust vent pipe!, and the terrible looking installing of this silicon (orange in color) seal booth; which was to seal the roof from leakage and stop any drywall damage.
  
  Instead, the roof exhaust vent installation has created water damage to the ceiling (Drywall) , the newly installed wooden flooring, I have called them four time, and each time it would take them many days for a service call repair! And, even after four times, and the roof is still leaking and creating a great deal of damage to our resident. we now have to call to specialist roof to repair this damaged roof created by Heartside, Heart and Home, LLC
  
  We are now looking at almost $3,865 to $5,000 dollars in damages, just to fix the, and undoing of what Heartside, Heart and home, LLC has created at this time!!!! Plus, damages to our gutter, roof ceiling drywall and damages to adjacent wall, that had to be repair and, match a newly painted walls and ceiling!!
  
  Just trying to get these people out here to even fix the leakage

  

  Business Response

  Date: 08/01/2022

  Dear Sirs,

  Mr. ******** purchased a direct vent stove from our Hixson, TN showroom on January 4, 2022.  He lives out of town and wanted the stove installation scheduled for the spring. We scheduled the job to be installed on March 21, 2022.  Mr. ******** callled us on Friday March 11th at 4:50 PM to confirm he was on the schedule for March 14, 2022, which is a date that we had not given him (see attached text message screipt).  He was rude and obnoxious and demanded somebody be there on Monday to install.  He reported to us that he drove all the way from Las Vegas for this appointment which he had his dates mixed up.  We were 4 weeks booked out on our schedule, but after-hours on a Friday I contacted a local builder (regular customer) that we had scheduled for install on Monday the 14th and he agreed to allow us to postpone his install to accommodate Mr. *********.  I have attached the text messages between myself and Mr. ********* from March 11, 2022.

  Upon arrival on the job, we discovered that venting the stove out the wall like our customer wanted was not possible.  I have attached a photo that shows that we only have approximately 12" between the window and the corner of the home.  The termination cap is 12" Square and requires and additional 9" from the edge of the cap to the window in any direction, therefore there was no way for this type of installation to meet clearances (see attached chimney diagram).  We did not charge any additional labor for the nonproductive trip to the jobsite. I contacted Mr. ********* and let him know that venting out the roof was the only alternative.  I also explained that it would be a little more expensive since it would require more venting to get through the roof, but we would not charge him any additional labor even though it doubles the time on the job labor wise.  He gave the ok to proceed with the job venting out the roof. 

  We returned on Monday April 25th to install the stove and vent through the roof.  We were able to get it installed and vented, but the gas line was not ran at this time.  He asked if we could provide him a loaner propane tank so he could test it to be sure it worked.  This is not common, but I agreed to do that for him as well.  We returned Tuesday April 26, 2022 and installed the propane tanks and fuel line.  Mr. ********* was not on site for this visit as it is my understanding that he lives in Las Vegas.  Upon completion of the job I attempted to process the credit card he provided for the purchase and it declined.  He called me irate that we attempted to bill the card and we were unauthorized to do so.  He did agree to send me a partial payment by check, but said he would not pay in full until he returned home.  He also wanted to add a hearth pad to the order, which added $499 to the total.  I added the hearth pad at his request.

  When he returned home on July 8, 2022 (Friday at 8:35 PM) he contacted by text message and said that he had a small drip leak in the roof when it rained hard.  I was on vacation, but had a technician call him to let him know we would come check it Monday morning.  We went back to the jobsite on Monday morning July 11, 2022 and did not see any visible issues with our work on the roof, but re-sealed everything again to be safe.  We also installed the hearth pad he had ordered and asked to collect the balance on his account of $1567.45.  He refused to pay my technician.

  On July 18, 2022, he sent us a text message that he still had a small leak.  The scheduler notified him that we had him scheduled for Wednesday July 20th, but we needed to collect for the balance due.  He proceeded to make threats to my employee of a vile and rude nature.  I instructed my employee to schedule the repair, but to have no future dealing with this customer.

  We went back on July 20, 2022 and this time poured water on his roof.  What we found was the leak in his roof was not on our work, but in a seam on the roof above where our venting had penetrated the roof.  The leak was never related to anything we did at his home.  We repaired this for him at no charge (see attached images).  He still refused to pay.

  This customer has everything he ordered, plus additional items he added after the order.  We did make a small dent in his gutter getting on the roof, which is typical when doing this type of work.  We agreed to deduct $250 from his bill as this is about twice what it takes to have a small section of gutter replaced.  He again, proceeded to insult my employee with threats and cussing.

  There was many other conversations with this customer, none of which were pleasant.  I will attach the full detail of text messages via our scheduling software (Housecall Pro) and and a second detail from messages through my personal phone.  I have been in business for 26 years and have a near perfect reputation on all consumer platforms and with the BBB.  This customer has issues of which are not a result of our product, work or professionalism.  He has made threats to my employees by text message and in person when we are on site working.  For this reason, we are not going to have any further correspondence with this man.  We will also not be providing any additional service to him until the balance is paid in full.  There is no damage to his sheetrock, floors or ceiling as he claims. Please see attached photographs.  This job was done well and we have been harassed much longer than most companies would deal with at this point.  This is the first time in 26 years that I have had to refuse service to a customer.
  

  I will certainly be happy to discuss further with the BBB and open to your recommendations.
  

  Sincerely,
  Kevin T******