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:03/10/2025

  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.

  Magic City has been nothing but a continual nightmare. I purchased a pellet stove from them back in November and it was defective. They removed it and it with another stove but dropped it down my stairs on the way to install. Its been nothing but trouble most of the time it doesnt work. I paid thousands of dollars for this thing.They have been here to repair it more times than I can count because its defective from the get-go. They were just here February 28 to fix a stove. I got an electric shock from it. Supposedly it was fixed. I returned from vacation on March 2 and tried to use the and it did not work. They just came out here and want to charge me $200 and they said there is nothing wrong with the stove . Im disgusted it with these people. They have a reputation in town as being cheats. I want them to get off my back and Im not the $179 they just billed me today, March 10th

  Business Response

  Date: 04/10/2025

  from: Magic City Stoves & Fireplaces <*****************************************>
  to: "**********************************************************************" <**********************************************************************>
  date: Apr 10, 2025, 2:05 PM
  subject: Customer complaint response

  We regret that this customer is dissatisfied and would like to offer some clarification. The stove she purchased was a second-hand unit, and was not installed by our team. Unfortunately, the handyman she hired used improper and unsafe venting materials, violating basic fire codes. When she contacted us, we promptly provided a free service call and found the stove working properly, with no defects.  She continued to call and complain, but each complaint revealed her own user-error.  We realized her constant calling and unhappiness was not going to stop, and so we decided to replace the stove with another unit at no charge, including free removal and professional installationservices we typically charge for.
  
  After the replacement, the customer continued to report issues on the second stove also. Our technicians visited several more times, all at no charge, and consistently found the stove operating properly, with every issue stemming from the homeowner's improper use or lack of maintenance.  To try to appease her, long after the warranty expired, we still continued to provide her with free parts and labor --- until our last appointment where we finally charged her.
  
  The recent $179 charge resulted from a service call where again, no mechanical issues were found. Once again, the problem was due to homeowner maintenance.  And that is the homeowner's responsibility. We believe we have made every reasonable effort to help this customer, and much much more.  We respectfully ask that the outstanding balance be paid.
  
  We wish her the best and hope she is able to enjoy her stove moving forward.
  
  ***** *********** (owner)
  
  
  --
  Magic City Stoves & Fireplaces
  **********************************************************************************
  Office: ************* Fax: *************