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ComplaintsforCanned Heat
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Complaint Details
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Initial Complaint
16/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am writing to bring to your attention a concerning issue I have encountered with the purchase of an ******* electric fireplace from Electric Fireplaces Direct on October 14, 2022.Due to unforeseen construction delays, the fireplace was not installed until August 2023. Regrettably, within two months of installation, the unit completely ceased functioning. Seeking resolution, I initially contacted Electric Fireplaces Direct, only to be directed to ******* (Canned Heat) for warranty assistance.The situation has become increasingly frustrating as ******* insists that the dealer is responsible for the warranty. Conversely, Electric Fireplaces Direct maintains that ******* should handle the matter. Despite *******'s offer to send parts, their warranty explicitly states that any intervention by a party other than the manufacturer will void the warranty. This leaves me in a predicament, as installing the parts without voiding the warranty is impossible.In light of the circumstances, I am requesting your assistance in facilitating a resolution. Ideally, I would like either a complete exchange for a new and functional unit or a full refund for the purchase. I believe this is a fair and reasonable request, given the persistent issues and the conflicting information provided by the dealer and the manufacturer.I have attached relevant documents, including proof of purchase and correspondence with both Electric Fireplaces Direct and *******, for your reference.I appreciate your prompt attention to this matter and am hopeful that the Better Business Bureau can help bring about a satisfactory resolution.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.