We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Fireplaces

Fircrest Hearth & Home

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/17/2023

    Type:Service or Repair 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.
    On 1/4/23, we placed an order for a BRAND NEW Vermont Castings Encore wood stove to be delivered and professionally installed and we paid extra for the Twilight enamel coating . Since this was a special order item, we paid the full price for the stove on 1/4/2023 and the receipt states that this is not refundable. On 4/13/23, the installation company arrived and unwrapped the stove to find that it had been significantly damaged in transit and was completely unserviceable with a damage pattern that indicated it sustained a significant impact from above. The top of the stove was fractured and the doors completely fell off when touched. They returned the item to Fircrest, who submitted a warranty claim on 4/13/23. HHT, the manufacturer, approved the warranty claim and opted to send out repair parts for this item even though their warranty specifically excludes damage from shipping or improper handling. On 4/14/23, ****************** informed us that because HHT chose to repair the stove, he did not feel "obligated" to provide us with a new stove, even though we paid in full on 1/4/23 for a BRAND NEW Vermont Castings Encore and paid extra for the coating. Instead, he has only offered us items of lesser value: an Encore stove without the coating or a floor model with unknown history. The fact that HHT has directed the repair of a wood stove that has sustained a significant impact damage and also that Fircrest is willing to do these repairs causes us to have serious concerns about the integrity of these two companies and the safety of the products they sell. As nuclear engineers, my husband and I have thorough understanding of the damage that sort of impact can do to cast iron and serious concerns about the structural integrity of that unit. Wood stoves have the capability to cause serious harm to life and property if improperly handled, installed or operated and we consider this a serious safety matter. We would prefer a refund because we no longer trust either company.

Fircrest Hearth & Home is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.