Complaints
This profile includes complaints for Hearth's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 54 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/04/2024
Type: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.
I signed up with hearth a year ago to offer it to customers i offered it to every customer i had last season about 3 months in to having it one of there **** called me i told him to cancel it it was not working out there interest fees were to high every customer i ordered it to checked into them and ended up getting a personal loan from there personal bank will they just took this years payment out again so i called them has been a run around and today i get a email theres no refunds this company is a mosquito they will drain every drop if you allow them
Business Response
Date: 10/07/2024
Hello, Please find our response attached.Initial Complaint
Date:09/09/2024
Type: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.
I am writing to express my disappointment and frustration with Hearth's financing services. Despite being marketed as a financing solution, I discovered that the company merely aggregates personal loan applications and connects them with lenders. This is not a proprietary service, as claimed, and can be done directly by the customer without incurring additional costs.The sales team's misrepresentation of the product and its benefits was particularly concerning. I was told verbally about a satisfaction guarantee, but when I requested a refund, additional requirements were disclosed, making it difficult to meet the conditions.The loan options presented to my customers were largely predatory, with high interest rates and unfavorable terms. I believe this company has provided no value to my business and has instead generated significant revenue through deceptive means. I caution others against using their services. It was a wasted $1798 We could have used towards marketing and a greater return.Business Response
Date: 09/10/2024
Hello, Please find our response attached.
Hearth
Initial Complaint
Date:08/27/2024
Type: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.
I got service with this guys not even a week ago and not satisfied at all with their performance I requested a refund of my $1000 and they denied giving me my money back ..: I called and they said I cant . I complained since day 1 . Bad businessBusiness Response
Date: 09/07/2024
Hello,
Please find Hearth's response attached. Thank you,
Hearth Support
Customer Answer
Date: 09/07/2024
Complaint: 22202591
I am rejecting this response because: I paid for a service and when I got the sales person on over the phone she told me I could cancel the service if I was not satisfied within 30 days . I wasnt satisfied the next day of using it. Really bad service, communication, structure and the client had an extremely bad experience that she stopped everything because of this service provided by this company. I requested my money back and they denied it
Sincerely,
**** *****Business Response
Date: 09/18/2024
Hearth appreciates the opportunity to respond to this complaint. Please direct the complainant to reach out to us at ************ or ******************************** so we can resolve this issue.
Initial Complaint
Date:08/03/2024
Type: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.
We use hearth for financing to offer to our customers and they will not return our email or phone calls to cancel our reoccurring membership and continue to charge me.Business Response
Date: 08/07/2024
Hello, Please find our response attached.
All the best,
Hearth Support
Initial Complaint
Date:07/29/2024
Type: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.
This morning at 8:42:29am I received an email from Hearth saying they processed a payment for $1,167.69. I did not approve of this payment. I was not aware of this payment coming out and I did not want to renew this horrible service. They are a company that scams business owners to stay afloat and that seems criminal when its done over and over and over and over again. I was told that I can get a partial refund of the difference of renewing for $499 but I cant get a full refund without going through a process. What company doesnt give their customers a refund especially mere hours after being charged? I am being fed lies and anticipate not getting a refund just like many others on this site leaving reviews. They are violating some type of consumer law and until people stand up and join together to bring this company down they will continue to scam and steal from customers everyday. I can only imagine how many people are scammed everyday. I told them that I wont be like the others customers they have stolen from and this is my first public post of many more to come. I will also be constantly be calling their office of low paid brainwashed employees and manager who probably makes $500,000 a year helping them scam people.Business Response
Date: 08/07/2024
Hello,
Please find our response attached.
All the best,
Hearth Support
Initial Complaint
Date:07/17/2024
Type: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.
I signed up for their service and paid the annual fee for the first year up front. When it came time to renew, without any correspondence from this company they charged my card for another year in the amount of *******. I immediately requested a refund. A week went by before they finally responded and stated that they would not issue a refund because I didnt tell them 30 days prior to the renewal. I sharing told them I didnt want the service and to please cancel it and issue a refund. No luck. This is upsetting that they would complete an unauthorized charge to my card and refuse a refund. This is not any way to do business.Business Response
Date: 07/18/2024
Hello, Please find our response attached.
All the best,
Hearth Support
Customer Answer
Date: 07/18/2024
Complaint: 22004771
I am rejecting this response because I have already reached out to the business to no avail. They have refused to issue a refund for a service that was not as advertised and since this is prepaid it was a service I did not utilize or receive. There are numerous complaints of the same issue and yet nothing gets resolved. They made this transaction on my card with no warning that they were going to take the funds.
Sincerely,
*************************Business Response
Date: 07/23/2024
Hearth appreciates the opportunity to respond to this complaint. Please direct the complainant to reach out to us at ************ or ******************************** so we can resolve this issue.Customer Answer
Date: 07/24/2024
Complaint: 22004771
I am rejecting this response because: I contacted their support at the email listed and again received no response.
Sincerely,
*************************Business Response
Date: 08/02/2024
Hearth is reaching out to the customer.
********************** appreciates the opportunity to respond to this complaint. Please direct the complainant to reach out to us at ************ or ******************************** so we can resolve this issue.
Initial Complaint
Date:06/21/2024
Type: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.
We obtained a service from Hearth for our clients to 'shop around' for financing option so they could make improvements on their home but unfortunately none of our clients benefitted and ended up using their own banks for the best rate and we tried it for a year and none of our clients benefit from it so we didn't want to use it again so we going to cancel when it was up for renewal and waiting on notification it was up which we never received it and then got a charge that it was renewed with no notice so I called right away to cancel and have refunded. Although they acknowledged in an email that due some computer error a renewal notification was not sent the still said they would not refund it.We aren't using the service since it does not help us and we even discussed this with the person when we got it that it was a trial year and not sure if we would renew which we came to realize it was not for us. Not to mention they didn't even send notification that the fee was higher. We would like help to get refund since they are refusing to refund the money.Business Response
Date: 06/28/2024
Hello,
Please find our response attached.
Best,
**********;
Customer Answer
Date: 06/28/2024
Complaint: 21882685
I am rejecting this response because:
Sincerely,
***********************Customer Answer
Date: 06/28/2024
They had requested they be able to resolve it by me sending an email to their support email. I already called them twice and put an appeal in and still no answer as to getting the refund back.
***********************
Business Response
Date: 06/28/2024
Hearth appreciates the opportunity to respond to this complaint. Please direct the complainant to reach out to us at ************ or ******************************** so we can resolve this issue.Initial Complaint
Date:06/20/2024
Type: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.
6/20/2024 Hearth auto charged my card to renew program for a full year. They never reached out to ask if this is what we wanted, or a courtesy call/email to let us know this was going to happen. I called them on 6/20/2024 to let them know the charge needed to be reversed as I did not intent to renew for another year. They let me know about their policy and that they wouldn't give the refund. The service they provide has not be welcomed by our customers so we haven't used it in a long time and had no intentions of renewing. They need to do the right this and return our money instead of charge for another year.Business Response
Date: 06/28/2024
Hello, Please find our response attached.
Best,
Hearth Support
Initial Complaint
Date:05/27/2024
Type: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.
Cancelled with hearth and they auto renewed my account on an expired credit card. Called in for a dispute and it was a sales person trying to talk me into staying. I was told I would be contacted within 24 hours and I was not. This seems to be the majority of their BBB complaints. I have disputed with my credit card company and I expect a full refund one way or the other. I will never do business with this scam company again. Bad practices and a bad productBusiness Response
Date: 05/28/2024
Hello, Please find our response attached.
Best, Hearth Support
Customer Answer
Date: 05/29/2024
Complaint: 21764834
I am rejecting this response because:
Sincerely,
*******************Customer Answer
Date: 05/29/2024
Want a refund and do not want to do business with hearth. This was ran on an expired credit card after I canceled with themBusiness Response
Date: 06/04/2024
Please find our response attached.
Best, Hearth Support
Customer Answer
Date: 06/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:05/21/2024
Type: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.
Similar to other complaints, our credit card was hit with an auto renewal 12 months after signing. No notice other than the email with the receipt for the $2,157.84 charge. I immediately emailed and called. They refused to reverse the charge. I disputed with my cc company. They are disputing back. Not resolved yet. COMPANIES MUST PROVIDE WRITTEN NOTICE PRIOR TO AUTO RENEWAL!! Here's what NY State General Obligation Law ***** states:"an automatic renewal provision in a contract for services is unenforceable unless the recipient of the services is given written notice between 15 and 30 days before the expiration of a term highlighting the existence of the contract's automatic renewal provision."Lots of similar complaints. Should be a class action suit. Should be prosecuted by AG.Business Response
Date: 05/28/2024
Hello, Please find our response attached.
Best, Hearth Support
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