Complaints

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:12/16/2022

  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.

  Purchased a cozy heat fireplace from them for my new build. The fireplace was installed by a licensed technician when the rest of my hvac system was installed. Upon final installation, my technician fully tested the unit. It worked normally for about a week. Then it stopped working and I called my technician back to diagnose the issue. He noted that it seems there is an issue the computer and the gas actuator valve. He recommended that I contact falco and try to get it repaired under warranty since he didn't want to potentially void it by working in it (because he is not a cozy heat dealer). I contacted falco and was informed that it would be a minimum 189 for a "diagnostic fee". They said that the parts could potentially be covered by the warranty but I would have to pay the fee to find out. It's feels unfair and like they are gouging me for more money. Just because I did not install it through them they are refusing to repair what is clearly a manufacturer defect.

  

  Business Response

  Date: 12/22/2022

  Hello,
  Thank you for contacting us and for the opportunity to respond.  We understand you have some frustrations and we are here to help.

  
  Based on the address provided, the referenced Kozy Heat Bayport 41 fireplace was purchased by ************************* and picked up from Falcos on March 25, 2022.  As you said, another contractor installed the unit which does create some ownership of the situation since there are variables unknown to us from the time the unit left Falcos. 

  
  In order to properly assess any situation and determine if parts are needed and a thorough repair plan, we are obligated to always perform a complete diagnostic on the unit in the field.  This is the case even if Falcos installed the unit, but is critically important if it was installed by someone other than Falcos as there are many contributing factors.    Manufacturers dont cover the diagnostic trip,but it is the necessary first step.  We are certainly not refusing to repair the unit, in fact we want to do everything possible to get you up and running again as soon as possible.  But we would be doing you an injustice if we guessed what was needed without doing our due diligence.  Sometimes what seems like a clear problem,stems from something else.

  
  We do have some pictures provided by the owner and we think it would be beneficial to have you come into our store to speak more about the situation with our service manager.  Please contact **** or ***** at ************ to schedule a time that will work for everyone.   

  
  Thank you.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a free standing gas stove from Falcos November 2021. It was installed on December 14, 2021, with a warranty. In early November 2022 we were unable to get the pilot light to stay on, so called Falcos. We were first told it would be 90 days for a service call, but after complaining we were scheduled for 10 days out. Meanwhile, it is in the teens outside, and with 2 space heaters the temperature in our family room is around 60 degrees. My husband has researched the problem, and can probably attempt to replace the thermal couple, but that would negate the warranty. The service man came on November 16, and within 5 minutes determined that the thermocouple was the problem. According to him, he had the part in his truck to fix the stove, but had to send the faulty part to ****** and wait for a replacement. That would be approximately 2 weeks. This am November 24, I got a call from Falcon to schedule an appointment for December 5 if the part is in. We are extremely unhappy with the customer service , etc. The stove is u set warranty, and we feel it should have been fixed ASAP. We have been unable to get that accomplished.

  

  Business Response

  Date: 12/02/2022

  Thank you for the opportunity to respond.  The unit has already been repaired.  See attached service order dated 11/30/2022.  

  We are extraordinarily understanding of situations like this.  We know having to supplement with another type of heat is far from ideal and we take our responsibility very seriously.  Due to labor shortages that still remain from the last 2-1/2 years, skilled technicians are not readily available to hire.  We are fortunate--our experienced service techs are working very long days and weeks to service our customers.  Since the start of the pandemic, we have chosen to ONLY service customers that have purchased units from us or that we have specifically serviced before.  We are one of the only Hearth servicing companies left in the ******* area and we receive hundreds of calls every day from customers hoping that we can service the stove or fireplace they purchased somewhere else, BUT we continue to turn that business away to focus on customers that have built a relationship with us previously.  Even with that decision, our service department gets booked out several months this time of year.  The tendency is to wait until temperatures get cold to start up heating units--it is human nature- we understand that, but as you can imagine it does put a strain on response timelines.  There are only so many hours in the day and week.  We prioritize our warranty customers, which was the case in this situation.  We were contacted originally on November 7, 2022, the diagnostic check was performed on November 16th.  We ordered the Manufacturer approved replacement part on November 17th.  On November 23rd we received confirmation that the part had shipped on November 22nd (delayed due to Thanksgiving week).  Our scheduler called the Olsons on November 25th (day after Thanksgiving) to schedule them for December 5th to replace the thermocouple in anticipation of part arrival.  We received the part in the afternoon of November 25th.  ************* called ******* on November 29th.  By moving two other warranty customers (that had been scheduled much longer) out further on our schedule, we were able to move *********'s on to November 30th to complete the thermocouple replacement at no charge.  

  We understand frustrations.  The last several years have been very challenging and difficult, and have changed business immensely and we are one of the few companies that were able to find a way to continue to service our customers.   We have dedicated employees who are willing to do everything possible for our customers including sacrificing time with their own families.  We appreciate our customers--they mean everything to us--they ARE the reason we are still in business after 90+ years.  And while our timelines for repair may be longer than what we have been used to in the past, we are truly doing our very best.  

  Thank you.

   

  Customer Answer

  Date: 12/02/2022

   
  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.
  
  Sincerely,
  
  *********************