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Business Profile

Fireplaces

Gas Logs Express & BBQ

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:12/30/2024

    Type:Service or Repair 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.
    I had ********************** come out twice in November and December. I had to wait two weeks from the November visit because my fire wouldnt stay lit and I didnt have that issue. The brother came out named ***** and he told me that they had just recently Identified that *** the other brother was not doing the thermocouple correctly from the heat. So the brother ***** on the second visit in December came in and said it was fixed. Might need auto whatever I ran it two days later for about two hours in the remote control controller burned up in the fireplace which that is never happened. I looked at it in the components, were not put back in any way shape or fashion that they had been packed been put back before. I contacted them. I asked them to call me. You know I depend on my fireplace and I pretty much got. I dont know what happened ***** we cant cant fix it because we would need the parts but they wouldnt even bother to call me or come out to see what happened. I live alone and that couldve been a real issue. They have now told me they will deliver apart, but will not service my fireplace. I really think this is their air and they dont want to correct it.

    Business Response

    Date: 12/30/2024

    *****,
    My name is **** and I am with Gas Logs Express LLC. 
    I apologize that you felt you had to resort to sending a complaint to the BBB. ****, myself, first went out and attempted to repair your fireplace but was unable to resolve your issue. We then sent ***** our, who is our NFI (****************************) Certified technician as he has experience with these valves, which we are unable to get parts for as this valve was likely installed over 10 years ago. 
    Typically, when a valve catches fire it is a sign that the valve has degraded past the point that it is safe to operate. Unfortunately, it is not something that we are able to determine without disassembling the valve completely. 
    Moving forward, we still want to make this right for you in this way; we are happy to have provided you with a refund for the service despite having been out to your home two times this year and we are going to provide the replacement system which will include: a valve, solenoid, remote receiver, and remote transmitter. This replacement is in no way, shape, or form an admittance of guilt or responsibility, but we do pride ourselves on always helping out those in need. However, after hearing your complaints about *****, we realize that we have lost your trust in him and in order to ensure that you are happy and confident in your fireplace we will not be providing service.
    Per your emails, you have accepted this resolution and we will provide you with an ETA for your replacement remote as soon as we have shipped it to you.
    I apologize if this wasnt the solution that works best for you but I hope you understand our reasoning and we sincerely wish you the best. 
    Thank you so much for your time.
    Kind Regards,
    ****** *****
    Business Operations Manager


  • Initial Complaint

    Date:03/18/2024

    Type:Service or Repair 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.
    I purchased a Primo Large Grill and Primo Cypress Countertop Table on May 20, 2023 from Gas Logs Express & BBQ Grills in **********. Eight months later the table broke. Both the ************* are Primo brand, offered on the Primo website. However, the attached photos make if rather clear that the table is unable to hold the approx. 200 lb. weight of their grill. ***** told me I have to seek a refund from Gas Logs Express & BBQ Grills. Gas Logs Express & BBQ Grills has refused to issue a full refund & suggested the table has no warranty. This is actually the 2nd defective table they have delivered to my home since my purchase last May. The owner of Gas Logs Express & BBQ Grills first said he would issue a full refund, then 2 days later said he would charge a $140 plus Tax pick-up fee, and a day after that said they would not do anything until they consulted with their attorney. Note that *********************** was included in my original purchase. I have heard nothing from Gas Logs Express & BBQ Grills since Feb. 11th, 5 weeks ago.

    Business Response

    Date: 03/26/2024

    In response to your complaint with the Better Business Bureau, we want to remind you of your most recent email:

    3/7/2024
    **************,
    It would appear that your interest in being a reputable businessman is not going to get you to remove and refund the defective table you delivered to my home. Nor does it seem that negative reviews will either.
    *****, I am informing you that should this matter not be resolved with a prompt & complete refund of the table purchase I will file legal action against your company in Small Claims Court. Hopefully, your attorney will advise you of your responsibly, as a merchant of Primos product, of the Implied Warranty of Merchantability present with regard to all products you sell and will advise that it would be best to provide the full & complete refund I have now repeatedly requested.

    We have been advised by our lawyer to cease any and all communications with you at this time.

    We have also shared this information with the BBB.


    Thank you.
    Sincerely,
    The Brown *************** *****, *****, ****, and ***.


    Customer Answer

    Date: 03/26/2024

    Complaint: 21443389

    I am rejecting this response because no refund has been offered by Gas Logs Express & BBQ Grills.  When I wrote my last email to this business, I had not thought I might be able to secure this refund with a resolution via the BBB.  When it occurred to me, I wrote via the BBB. 

    Please inform Gas Logs Express & BBQ Grills, that upon my receipt of a full & complete refund for this defective table, I will not seek resolution via legal means.  Frankly, this should be obvious because with a full & complete refund I would have no legal basis to file a claim. 

    Regards,

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

Gas Logs Express & BBQ is NOT a BBB Accredited Business.

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