ComplaintsforSuperior Fireplaces

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Superior fireplace with our new home. Actually it came with our new home. The fireplace carries a 20-year warrantee. I have been attempting to reach Innovative Hearth Products for the past three years. Most recently today trying to obtain warrantee service and I would like to install a fireplace fan which our builder failed to install. I am asking IHP to provide service/repair of the crack in the fireplace. I would also like an authorized dealer to install the fan. I left muptiple messages over the past three years and was disconnected four times today; each time I was forwarded to the warrantee department. Given my experience with IHP, I would never purchase another product from them. I just want the one I own in proper working order and them to honor the warrantee. Id also like an authorized dealer to install the fan so as not to invalidate my warrantee. I need this done soon as Winter is coming!

  Business response

  09/14/2023

  Hello, we are sorry to hear you are having issues with your fireplace.  We have contacted technical support and warranty and don't seem to have any information on this complaint.  What is the phone number that you have been calling into?  

  Customer response

  09/15/2023

   
  Complaint: 20597012
  
  I am rejecting this response because:  I called the ************** and spoke with two women at separate times. Both forwarded me to warranty service, and I was disconnected after a few moments. When I called and selected warranty service on multiple occasions from your telephone menu, I was also disconnected every time. I called multiple businesses representing your company as I was referred to the following: ************************* & Sons at ************. They do not service my area. They referred me to BEAC ************** at *********************. They could not help. BEAC referred me to ******* Store at ************, located at ******************************************************************************. I believe the Gas Store installed my fireplace in 2019. I left multiple messages for them with no reply. My fireplace is defective and could possibly result in a home fire if used due to the cracks in the attached picture. I would like a warranty service to correct the defect. I would also like a fan installed to circulate the air better and I will pay for this installation.I have refrained from installing the fan as I want a certified dealer to install it so as not to void my warranty. So, to answer your question: I called the following numbers and got zero results. Numbers called:
  **************
  ************
  *********************
  ************
  Please have someone call me at ************ to schedule the warranty repair and fan installation and I will change my rating to Outstanding upon successful completion of the work.
  
  Sincerely,
  
  *******************************

  Customer response

  09/15/2023

  Please see attached picture of damage to the fireplace which I have been trying to obtain service for the past three years.

  Business response

  09/15/2023

  We have no record of incoming calls from the consumer.  We will contact him at the phone number provided.  The cracked refractory is out of warranty but we can provide names of dealers that will ship to *************.  TRM IHP is a manufacture and does not perform warranty service work.

  Business response

  09/18/2023

  The *** Innovative Hearth Products **************************** called ******************** last Friday, 9/15/2023.  The cracked refractory is out of warranty so we provided names of dealers that will ship to *************.  *** IHP is a manufacture and does not perform warranty service work.

  Customer response

  09/30/2023

  The manufacturer did not provide names of businesses that can help us and failed to provide specifics from the warranty. I have made multiple attempts to contact them with no success. Every time I *************** the call drops within a few minutes without a human answering. I am still waiting on a response from the business. I requested they call me at ************ and have not heard from them. Please reopen this complaint until the company provides details of the warranty and the names and numbers of companies that can repair the fireplace. My documentation claims 20-year warranty. They are claiming I am out of warranty with a home built in ******************************* spring/summer 2019. I am confused as to how I am out of warranty. HELP! 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Superior Gas fireplace began to malfunction (it would not light, and gas would emit) within one year of purchasing my new home. The fireplace comes with a one-year warranty for such defects. When attempting to get warranty support with Superior, their website directs you to an authorized dealer. Their website then referred me to an authorized dealer, but they said they would not fix the issue and to go through the builder. The builder directs you to Superior. It's a loop of no support. I'm asking Superior to please repair my fireplace under warranty and for them to fix their website so that customers can quickly gain the support they require under their warranty without spending considerable time in loops. Thank you,

  Business response

  04/17/2023

  Our technical support department will contact **************.

  Customer response

  04/17/2023

   
  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.
  
  Sincerely,
  
  *************************

  Business response

  04/18/2023

  Technical Support contacted the customer yesterday, we are working with him.  thank you 

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We Had Purchased a Superior 55 " Fireplace on Dec 2nd 2021 Woodland Direct: Sales Order #******* , From woodland Direct ( Authorized Dealer ) the Fireplace was sold stating it was the last piece and if we don't buy there would not be any available for the next 6 months we bought and then we were told they don't have it and we were pushed to buy a more expensive product when we reduced and threatened to Complain Woodland suddenly found one fireplace convenient in stock & that Fireplace was Delivered to us in January 17th 2022 , a Full Month after buying it .On Installing the Fireplace our installer found out that the Fireplace had a ****************** Parts which would need a few Parts being replaced to get the Fire Place Started , after calling Woodland direct quite a few times they finally agree to order the parts from Superior Fireplace The Order for the 3 Replacement Part's module Part#H8656 Superior #H7268 Pilot Assembly NG - ProFlame 1 valve ng part #H7270 was given by Woodland Direct on Feb 20th , it's March 11th we still haven't received any parts from woodland direct , we were informed that the parts are in short supply , and we will receive the same tentatively in *********** We have paid them Money for the Fireplace in December , since last 3-4 Months we have been handed a lemon wherein the fireplace won't start and we can't patch up the hole in the fireplace without the parts . Which causes the living room to be Droughty all the time causing health issues I would want some compensation for the trouble incurred & a Firm Commitment as to when we would be receiving the Parts as we feel we have been duped by Superior Fireplace as they sent an inferior product causing lot of stress , ************ due to hours wasted calling woodland direct over the phone asking for some resolution

  Business response

  03/30/2022

  We are sorry that your experience with the product has been unsatisfactory. Regarding Woodland Direct, they are independently owned and operated so we cannot comment on what they had in inventory.
  If you can provide us with an order number we may be able to check in the order if it is an IHP order number. Or if you can provide the serial number of your unit, we may be able to search for he order that way.

  Customer response

  04/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi , The Unit Was Supplied by you to your Vendor , you cant pass the Buck to Woodland Direct . You need to stand behind your Product on this .
  The Order ****** for this was already provided in my original Complaint , incase it was not read, i will be Happy to Provide the same Again
  
  Dec 2nd 2021 Woodland Direct: Sales Order #*******
  
  The Model ****** of the Fireplace is DRL355TEN .
  
  I am not able to locate the Sr ****** .Would appreciate if you can resolve the Issue as this has been dragging on since Dec 2021
  Thank You

  Business response

  04/06/2022

  We need the *** order number for your replacement parts, not your fireplace order. We do not have access to Woodland Directs inventory so without a serial number or the order number for the *****, the ***** and the H7270, we cannot provide any information. Can you provide the name of the person who is assisting you at Woodland Direct? We will reach out to them.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased one of Superior fireplaces from efireplacestore.com based upon images and videos from both companies. After several deliveries due to damage to parts, the fireplace was installed and the flame was not even close to the advertised images and videos. There is basically NO heat coming off this fireplace and the flame is barely visible. I was told by efireplacestore who was advised by Superior that a new burner and orifice were required but they did not have them in stock and didn't know when they would get them. I bought this unit in September 2021, today is March 2022, and I still do not have a working fireplace that I paid almost $3000 for. Superior refuses to rectify the situation via a return or parts to me shipped. Furthermore, Superior has denied my request to purchase the parts online and be credited the amount for the parts and labor to install.

  Business response

  03/07/2022

  Hello, we will contact the customer and see what we can do to assist. The fireplace model is not listed here.

  Business response

  03/08/2022

  The consumer was contacted. The below listed parts have been placed on order # ********* free of charge. All warranty work should be performed by the selling dealer or distributor.
  

  Customer response

  03/22/2022

  This case is not closed. The business contacted me saying they were going to send parts to try to fix the problem, but I have not received anything to date. They also told me that I should not have trusted the YouTube videos and online pics of their product and I should have looked at one in person. I wonder how **** ***** would feel about this line of thinking.

  Customer response

  03/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When will the parts ship?
  
  

  Business response

  03/23/2022

  The order is in the system but has not shipped yet. We will fill it as quickly as possible. IHP has not published any youtube videos on our products since 2014.
  Specifications for installations can be found on our website and in the owners operations manuals also located on our website. WWW.IHP.US.COM.

  Business response

  03/24/2022

  Sorry we thought you were talking about technical support videos with specifications.
  We have requested and ETA from our shipping department

  Customer response

  03/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will await your response regarding the ETA.

  Business response

  03/30/2022

  Hello, the parts for this order filled this morning 3/30. As soon as I have tracking information as soon as we have it.

  Business response

  04/06/2022

  Hello, the parts shipped on 3/30

  Customer response

  04/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am waiting for my contractor to install the parts to see if the issue is corrected.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased from Discount fireplace O'Fallon Mo on 4/12/21 for $7104.19 I made 19 calls so far to Innovative heart products so far and there customer service is nonexistent. I have also tried through contact page on their website. I have also contacted place of purchase and I was able to talk with someone but no help so far. This fire place is defective due to sloppy manufacturing and defective components.One glass door does not fit proper and leaks smoke into home. It is out of alignment in a direction that can't be fixed with adjustment provided. The catalyst  meter is defect and mount to where is canted be seen proper. Welds are poor quality.

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2022/01/05) */ We are sorry to hear that you have not been able to get any help. We have reviewed this every technician in technical support, our field service and our warranty department. Know one recalls this issue. Can you tell us what number you have been calling? Also, what is the fireplace model and serial number? Consumer Response /* (3000, 7, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Called again and someone must have got a talking to as now the phone was answered after only 2 trys. Talked to a man and explained problems. Told me to send pics and never got back to me after pics were sent. Right back to the same poor service I started with. Response was sent to [email protected] Phone was now called 21 times and 2 email contacts and nothing resolved. Business Response /* (4000, 9, 2022/01/13) */ Please provide the phone number you are calling. We will review with every technician on staff. Consumer Response /* (3000, 11, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) They said they would send replacement parts including doors and Heat meter unit. Said it could take 3 weeks. It is about 1 week so far. Business Response /* (4000, 13, 2022/01/21) */ No charge order number ********** Parts are on order, numbers and ship to listed below address below.

*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. ↩