Complaints

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

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  Custom Hearth Fireplace and Stoves

  3301 W State Highway 16 Port Orchard, WA 98367-7505

  
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  Custom Hearth Fireplace and Stoves

  18657 Hwy 305 Ste A Poulsbo, WA 98370

  

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:02/01/2023

  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.

  August 8,2022 was when the work was done. We paid them a total of $458.64. their job that I have in emails was they were to decommission our fireplace. That consisted of capping off the chimney up top s******* in a sheet of metal inside and then labeling it as being decommissioned with a sticker. We were told during the decommission that they were going to come back and cap off everybody's chimneys when we were going to get our complexes roof replaced as they could bust out everybody's at once that way. We are getting our roof replaced in middle of March. You're finding out when we are getting them removed we were then told that they were no longer going to come back and cap off the top. My issue is we paid them for completing the job which includes capping off the top. So I don't understand how a business can go back on what we were told we were paying for. To me this is stealing. We also just found out we were charged more than any of the other attendants in our complex for this job. As they are now going to apparently give us a $20 check back for the difference as long as I remove my review. I have spoken to the manager ********* and she continues to explain to me that they will not be coming back to complete the job because they are no longer wanting to do that part. So I feel like we either need to get reimbursed some money for part of the job that they were no longer going to fulfill or I would like them to come back and cap off my chimney as they we were told they were going to do. In the attachments below I have selected the email and which was discussed to HOA way of what was to be done during the decommissioned process. And also the email I had with the representative we were working through who didn't deny when I brought up what they were going to do.

  

  Business Response

  Date: 02/01/2023

  There are a few points I don't feel the customer understanding; 1- the *** agreed to the price we quoted well prior to work being performed. 2- The work performed requires a professional certification (decommission your fireplace) professional services are not inexpensive. We have an email from you  (7/20/2022) stating you understood the cost. 3- Work performed was complete per agreement with the ***, the blocking off of the cap was NOT part of the service. ************************;one time about the cap, and he corrected himself. If you did not understand the service, you should have questioned it back in August when you paid, or prior to the work being performed. 

  This customer's work was performed fully according to an agreed service. 

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18964195
  
  I am rejecting this response because:

  Like I said in the earlier emails with custom hearth is that I new about the cost of the decommission. And I was told we were capping the top from our *** president ***** and from customer hearth employee *************************** and also from the technician on site. If they decided to go back on their word after they came to my home and did the work inside the fireplace then they are at fault. Because I was told by the technician on the day off the job they would return when the *** decided to replace the roof to cap off the other chimneys. Nothing was given to me explaining any of those decisions changed. They like to bring up that it's been so long since the work and as to why nothing was done then. One like I have said they never notified me of a change. Second after our recent *** meeting we got the date of the roof replacement. So my husband and I asked **** when will custom hearth be notified so they can come and cap the chimneys. He then explained that was no longer the plan. **** does not get to decide what I have done in our home when we are the ones paying. So we should have been notified. So asked ***** to look into the other invoice from residents and also found out we were over charged from everyone else. My husband had a phone conversation with ********************************* and she said she would send the money once I removed the review. One we are untitled to that different regardless of a removal of a review. And as of today we have still not received that difference. 
  
  Sincerely,
  
  *****************************