![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforHearthland Fireplace
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/06/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
We ordered a fireplace from this business two years ago. Due to Covid delays, the unit was delayed over a year. They then delivered the wrong item. We once again had to wait months. They delivered a unit that wasn’t working. They then promised a new unit, to be delivered two weeks ago. They are now ignoring our emails and calls. There has been continuous promises and lies throughout two years, and we have no faith this will end with a working unit. We are worried we were too patient and understanding during Covid delays and have been taken advantage of.Business response
21/06/2023
This client had purchased a ******* ***** with a weathered concrete background on April 27, 2021. The original unit that was installed did not work and we offered to install a new unit. On November 30, 2022 we went to her home as the client had stated that the replacement unit fan was making loud noises and did a service call. We then installed a working ***** in the interim (has a herringbone pattern vs. weathered concrete), with the hopes of installing the weathered concrete when it is available. We have been unable to acquire the weathered concrete as it has been on backorder. Our intentions are to install the weathered concrete when it is back in stock with *******. She does have the same model installed, just a different background.
Customer response
21/06/2023
Complaint: ********
I am rejecting this response as it is extremely incorrect and not factual.
They did send a technician, however they sent a gas technician for an electric unit and he indicated he is unable to assist and left. This was in the Fall.They have not provided a unit in another pattern. Over a year ago they accidentally delivered this pattern incorrectly as the first unit. That unit was replaced with the non-working current unit This failed unit is the one we are looking for resolution with.
The company stated that the new weathered grey unit would be delivered the following week (on May 12) They have refused to answer any messages since that time. This is the third broken promise of a new unit
Sincerely,
****** ***********
*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. ↩
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.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.