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Business Profile

Fireplaces

Georgetown Fireplace & Patio

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

Customer Complaints Summary

  • 3 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:12/17/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    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.

    Regards,

    **** ******

    Business Response

    Date: 12/27/2024

    The blower was not defective, initially there was no power to the unit. To be fair, there was miscommunication between the installer and Georgetown Fireplace and Patio that lead to a delay in servicing Mr. ******* We returned after power was run to the unit and this issue was resolved on Monday 12/23/24.

  • Initial Complaint

    Date:11/28/2022

    Type:Sales and Advertising 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.
    Made a purchase on 1/22/22 and on agreement it states up to 8 weeks. After over 20 follow up calls to the seller, FINALLY received confirmation that the item arrived on 8/21/22. Was told I had to setup installation with THEIR contractor on our own so they came and found that the item ordered was not correct so they could not complete the install. Called 5 different times and was told the sales person dropped the ball and we are STILL waiting on a solution from them. After numerous calls and follow up calls, I finally told them I wanted to speak to a manager. Never heard from the manager. Over 10k has been spent on this project and they STILL have not completed installation.

  • Initial Complaint

    Date:08/24/2022

    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.
    GT fireplace and patio did not return my email or 2 phone calls about their recommendation of fireplace installers. Their installer ********************* has been out here 5 times now and paid in full and is only half complete. I should not have paid him in full because now he wont come back to finish the job. The poorly covered chimney is starting to leak water now. I can hear it dripping. He marked up my brand new gutters by leaning extension ladder against my gutters without a stand-off bracket and created a small leak now. I told him to use the back as there were no gutters back there. He had no rags on his ladder either to prevent scratching. He told me he does it all the time. Not good or a competent installer. He kept giving excuses to work less than an hour each time. Roof was too dusty. We rinsed it off for him. Problem solved. Heat dried it in 4-5 minutes. We had to loan him the appropriate ladder of our own to protect the gutters. He had no safety ropes or fall arrest so we let him use ours. He was informed it was an **** pitch. Then he said he was too scared to do the roof finishing. Asked my husband to anchor the plate to top of chimney and cut a specific hole in it. My husband bought the expensive thick metal and cut the hole stat. He argued with me. He has no showed and no called ***** times now. Wasting our entire day for a no show. I want another installer name and number- one who is not a booger eating moron working out of the back of his truck with a ladder and hammer. Oh yes- I sent him pictures and told him twice about the limestone that will need to be chiseled in 3 places. He forgot to bring his tools and wanted to charge me to come back. I am about to file a lawsuit against Georgetown fireplace as Im sure this ********************* character has no license. I will probably *** them both if there is no resolution here. Thank u kindly.

    Business Response

    Date: 08/26/2022

    I Understand you want it finished.  There are a couple of items that did create a problem.  No 5 or 11 trips, or I would have heard from him!  I do not expect him to be on a roof that is wet especially of that pitch.  He did try to call you and you did not answer.  ***** did talk to your husband and he plans on being back out (labor Day I believe).  ***** works with a home and teens and as explained this is not a full time job for him.  We have had nothing but positive results until this point.  Anytime, the first time, I hear from someone and the words attorney and law suit come up I would say take a deep breath and give him the time he asked for.  Attorneys are expensive and create stress for both parties.  I have managed to avoid them for most of our 44 yrs in exitance.  I am truly sorry you are unhappy but the job likes very little being complete.  It just happens to be on the roof top.  And even though ***** is stressed over this he will fulfill his commitment.  Once again I am sorry it has taken longer and that you are not happy. You can vent to me but please give him the discussed time.  Respectfully *****

Georgetown Fireplace & Patio is NOT a BBB Accredited Business.

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