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:12/16/2024

  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.

  On Dec 22 2023 Burlington Fireplace came to service our ********** fireplace due to flames being minimal. After the service I contacted the tech due to our house smelling strongly like gas. He stated that he found a spider web in one of the gas lines and had to bleed the line, which the smell should dissipate. The smell did not go away so I shut off the gas line and contacted them again. On Jan 18th 2024 a different tech was sent out to check for the gas leak. He stated that the leak was coming from the line that the previous tech had removed and accidently cracked it trying to take it off. He stated that they would need to order the part. I received a call from Burlington Fireplace later that week saying that due to the age and type, this fireplace was no longer manufactured. They stated the line cannot be replaced and they cannot use other parts, that it had to be a ********** part for this model. I had asked what my options were and if I could replace the insert and I was told that I would have to replace whole fireplace with a different model. I asked since they were experienced in ********** and the age of the fireplace, why they did not inform me of the risk ahead of repair and why they didn't contact the company first to see if the part was available prior to repair? The only response the manager said to me was it was a risk, but they could send another tech out to see if they can seal the leak but wanted to charge me another service fee at a 25% discounted rate. I now have a fireplace that cannot be safely used and needs to be replaced.

  

  Business Response

  Date: 12/17/2024

  As with any service on older equipment, there are risks involved with diagnosing and fixing parts. We pride ourselves on a very thorough and detailed service department, and while we do service all makes and models, there is no way that we can guarantee that all parts on older models are available. Most parts even in older fireplaces are universal, such as pilot assemblies, gas valves, gaskets, etc, but the part that broke on her fireplace was a very specific part that is truly no longer available. After our initial visit in which the tech did a fantastic job diagnosing and fixing the issue, there was an accident that we owned up to where the supply line developed a crack where gas was leaking from. We made two free follow-up visits to try and remedy the issue and researched the part and availability in hopes of making this right for the customer. Unfortunately with the age of the fireplace, that part is no longer available, and thus the fireplace cannot be fixed. Now, almost 1 year later, we receive this complaint. What we feel is a good next step is to offer *** a free in-home estimate where our owner can stop out and discuss replacement options, and we will double her $373 investment towards the purchase of a new fireplace.

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your prompt response. Your techs were very kind and professional as well as your companies communications with me. However, my concern is that knowing the Fireplace was an older model and the risks of damage, your tech would have wanted to contact ********** first to make sure parts were available. The fireplace was rarely used so it was in good condition and was safe to use. It was just the small flames which is why I called as I assumed there was a clog and needed cleaning. Now I have a fireplace that cannot be safely used and will now lower the value of our property unless we replace it. I cannot except the your offer for $746 toward a new unit, as I was quoted an estimate by your office over the phone of a price greater than 8k to replaced it and ********** has a model similar to ours starting at $5,500.  I apologize for the late complaint as I was doing research in hopes of not having to file this complaint. I would like to retain my first offer of a refund of the $373 or to come back and fix leak so that we may safely use it again. 
  
  Regards,
  
  *** *********

  

  Business Response

  Date: 12/17/2024

  Hello ***. I wish it were as simple as returning to fix the leak. If that were the case, we would have done it already at no charge. But, since that specific part is no longer available, we can't get the leak fixed. We do check the manufacturers we serve to make sure parts are available but there is no way it would be possible to check every part on every brand & model. Most parts are available, but unfortunately that odd part is not. The ballpark price we gave you over the phone is an installed price, which includes more than just the fireplace (labor, venting, materials, etc.). With a peninsula-style fireplace your options are more limited and more pricey than a normal firebox. That is why a site visit would be nice to get exact measurements and see what can do. I know you are looking for a refund but unfortunately I cannot offer you that. I do apologize for the issue we caused, but the only way to move forward is with a replacement.

• Initial Complaint

  Date:12/15/2023

  Type:Product 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.

  I have contacted this company numerous times by phone and email. I have asked them to put my ADDRESS on their DO NOT MAIL LIST !!!!Have told them numerous times that I have lived here, at this address for over 8 years and they are sending their junk mail ADDRESSED TO MY ADDRESS to someone who doesn't even live here.I am not interested in any of their products or services. Would like them to stop sending junk mail to my ADDRESS!!!

  

  Business Response

  Date: 12/18/2023

  Hello there,

  Although it seems simple, removing someone from a mailing list is more complex than just deleting them from a database. When lists are purchased through a 3rd party for marketing purposes, many times the lists are "rented" or "single use" so we don't actually see the full list before mailings occur, rather we are guaranteed that they meet certain criteria (zip code, home value, homeowner, etc.). We do not intentionally mail this specific customer advertising, nor do we want to waste money sending mail that just gets tossed. I have already removed them from the mailing list, however each address will get 2 mailings before I can cancel anything, and there's no guarantee they won't get mailed again in the future with a different purchased list, not only from us but from any company doing direct-mail advertising. I will do my best to make sure it doesn't happen.

  I would appreciate this complaint being removed from our account.

  Thanks,

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

  Customer Answer

  Date: 12/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ***********************