Complaints

This profile includes complaints for Hearth's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hearth

  116 Natoma St Fl 3 San Francisco, CA 94105-3745

  
• 

  Hearth

  5812 Trade Center Dr Ste 100 Austin, TX 78744-1374

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:11/08/2023

  Type:Product 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.

  This company is a complete scam. They reeled me in about a month ago. I have been trying to cancel my subscription and requesting a refund Ive heard nothing back. **** down the drain wasted on this. I agree with the rest of the people on here saying this is horrible for my business and looks bad on me that I have been offering this c*** to them. Something needs to be done!

  

  Business Response

  Date: 11/14/2023

  Hello, 

  Please find Hearth's response attached. 

   

  thanks!

  Hearth Support 

• Initial Complaint

  Date:10/23/2023

  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.

  I recently applied to loan on ************************************. I got preapproved for loan which was to have no inmpact to my score. I then had choices to select as the lender i wanted to proceed with. I chose LightStream. ***************************. I then received email I was declined. My Score is 816 on Equifax. There is no contact information on the LightStream website. No Phone Number, No Email. On the Hearth Website, no one will answer. LightStream show two addresses. One in ******* and one in *********. Both websites are collecting personal information under terms of lending. The BBB Compaint file is large on LightStream . I want hard inquiry removed from my credit history as the loan was preapproved.

  

  Business Response

  Date: 11/14/2023

  Please see attached. 

• Initial Complaint

  Date:09/15/2023

  Type:Order 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.

  Hearth's construction financing service left me frustrated and disappointed. Their approval process was slow and disorganized, causing project delays. Hidden fees piled up, making costs unpredictable. Paid $1800 for NOTHING. Communication was poor, leaving me in the dark. Avoid this company! ??

  

  Business Response

  Date: 09/19/2023

  Hello, 

   

  Please find our response attached. 

   

  Best, 

   

  Hearth Customer Support 

• Initial Complaint

  Date:09/12/2023

  Type:Product 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.

  Communications via email began in August after an automatic payment was made for a subscription. They refused to refund our money even though we do not utilize the service due to it not generating enough revenue to justify it's cost. We requested a refund, formally requested our account subscription be cancelled, have reached out multiple times via email and phone, and have gotten no response.

  

  Business Response

  Date: 09/14/2023

  Hello, 

   

  Please find our response attached. 

   

  best, 

  Hearth Support Team 

• Initial Complaint

  Date:07/06/2023

  Type:Order 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.

  This company uses deceptive sales practices on board their contractor customers. This company stated to us that we get funded and the customer pays later. This is not the case. This company Tailors personal loans to the people that we send for financing offers.This is truly a paid affiliate program that they will not pay their partners for.So to make a long story short the contractor does not get funded for the project that we sent them to Hearth to get funding for. They fund the customer as a personal loan and the interest rates are astronomical and absolutely an insult and a slap in the face to my customers. This creates a bad taste in our customers and it reflects on our company. This is absolutely unacceptable behavior from a company that says that they are producing construction funding when they absolutely are not. They are producing personal loans. Period. Other competitors of this company actually gets us funded for the projects and the interest rates are half of what the Hearth financing is coming in at. They said there is one lender in their networks that can fund the contractor directly and this was never told to us in the beginning middle or the end. I was told this two weeks ago when I called in to speak with somebody about our account and us being displeased on how we were lied to to get our business. This company needs to do better. Absolute unacceptable behavior.

  

  Business Response

  Date: 07/08/2023

  Please see attached 

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20281232
  
  I am rejecting this response because: This is just Hearths way of pushing off the issue. I NEVER signed up for there software. They approached "ABSOLUTE" via phone to offer us a way to offer our customers financing. NEVER not one time did they say that these loans where personal based loans to OUR customers. If this was said in the beginning we would never have agreed to these parameters. The interest on personal loans are ridiculous. Hearth stated that the Contractor gets paid now. The customers pay later. this is not the case. The contractors don't get funded. (And the contractor getting funded was exactly how they approached us. The customers get a personal loan that they DO NOT have any obligation to use on there home improvement. This company is full of BS to get you to sign up. I specifically told them that we need to get funded, not the homeowner. I really wanted this to be legit, and allow us to offer more to our clients. Just like they said... We could win more contract with their services. THIS IS TOTALLY NOT TRUE. The loans they offer are "LAST CHANCE" Financing. These loans are a slap in the face.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/26/2023

  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.

  June 2nd 2023. I had sales phone call from *** at Hearth. He explained how their software works and showed me a "mock" example of what customers can expect using the program. However after I paid the 1 year upfront cost only a email receipt was sent but no contract. I called on 6/26/23 to receive my first training on how to use the software After using the software for 10 minutes I realized some very important information was concealed during my initial phone call conversation on 6/2/23 that would have made me decline to purchase the software as it would not be a good fit. When I told *** about several serious concerns of why this program wont work for me he kept replying that he told me everything in the phone script however when I asked him to send me the "script" that I supposedly agreed to over the phone he said that it was private information and he could not disclose it to me. Once again there was no "contract" sent to me either or signed. Only this "phone script" that doesn't exist or be repopulated for my records. The information that was concealed from me either intentionally or unintentionally would otherwise affect the terms or creation of the contract. The withholding of these important facts is detrimental to my credit score and of those who use these services so I explained to *** that I would like a full refund since I have not and would not be using this service. He declined my refund request and he had no reply when I mentioned the many other people who has filed similar requests due to misrepresentation and concealment. I should have known better with the high pressure sales tactics and *** making sure I was the one who could make the decision to purchase otherwise he wouldn't speak to me.

  

  Business Response

  Date: 06/26/2023

  please see attached 

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20239287
  
  I am rejecting this response because they replied to BBB saying they are "currently working with the customer to resolve this issue" which is untrue because no one has reached out to me since my last conversation with Hearth representative stating that he would not be offering me any refund despite concealment and lack of contract
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/18/2023

  Type:Sales and Advertising 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.

  I paid **** to the company. They advertised that having financing helped close deals and earn more business. This was very misleading because in the year I had their product I did not get one person financed. It wasn't even a viable option with interest rates through the roof even for customers with credit scores above 800.

  

  Business Response

  Date: 07/25/2023

  Please see attached 

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20075163
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/16/2022

  Type:Delivery 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.

  Was contacted by telemarketing from hearth regarding financing for my customers, received high pressure to sign a contract, refused to sign, now constantly receive emails and texts all hours of the day and night from a rotating list of email and phone numbers. This has gone on for a few years now. Received another a few days ago.

  

  Business Response

  Date: 11/22/2022

  Hello, this customer has been removed from our communication channel. 

   

  Thank you, 

   

  Hearth Support 

• Initial Complaint

  Date:09/14/2022

  Type:Order 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.

  We entered a contract with Hearth for 1 year. On the same day of signing the contract and making a payment, we found Hearth misrepresented and/or fraudulently implied the terms of the contract. We immediately requested the contract be voided. This is not a request for refund but a request the contract be voided.In reference to a refund, section 5 (b) of the contract, it reads, "Contractor (IAQ) does not have a right to early termination right." This language is not relative to a "refund" but an early termination of the contract. It is imperative that you understand IAQ is not requesting for an "early termination". An "early termination" does not apply to the issue at hand, as IAQ respectfully requests the contract be invalidated. This is a valid request based on the timeliness of said request and the fact that Hearth failed to honestly and explicitly explain the process by which IAQ would receive payment. Hearth was deceptive. IAQ was made to understand IAQ would receive payment from Hearth. After the contract was signed Hearth informed IAQ payment will go directly to the customer, and the customer would be responsible to pay IAQ. This process is too risky for IAQ, especially because IAQ would have already provided services to the customer, and there is no obligation for the customer to pay IAQ. Alternatively, if the contract will not be voided, we request a refund.

  

  Business Response

  Date: 10/01/2022

  October1, 2022
  Re: Complaint ID# ********
  To Whom It May Concern,

  
  Shogun Enterprises **** DBA as Hearth, is in receipt of complaint ID# ******** dated September 14, 2022. Hearth provides a software platform for home improvement contractors, through which contractors can present project financing options to customers, request and receive payments for completed work, and build and send digital contracts for upcoming jobs. 

  
  IAQ  (Customer or Contractor) signed up for, and entered into, our annual software subscription agreement on June 28, 2022.

  Hearth is currently working with the customer to resolve this issue. In the meantime, if you have any additional questions please contact us at ************ or ********************************. 
  
  Respectfully, 
  Hearth Customer Support 
  ************
  ********************************
  

  
  

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18026170
  
  I am rejecting this response because:
  
  Hearth continues to refuse to refund IAQ payment.  The refund is requested based on the fact that Hearth made intentionally failed  to disclose the financing process thereby deceiving IAQ into signing a contract. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/01/2022

  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.

  Hearth ripped me off. They are a scam. Basically the same story that every other customer review I read said. They wont cancel my subscription. Im gonna have to cancel my card to stop paying for there service that is all a scam.

  

  Business Response

  Date: 10/01/2022

  
  October1, 2022

  
  Re: Complaint ID# ********

  
  To Whom It May Concern,

  
  Shogun Enterprises **** DBA as Hearth, is in receipt of complaint ID# ******** dated August 1, 2022. Hearth provides a software platform for home improvement contractors, through which contractors can present project financing options to customers, request and receive payments for completed work, and build and send digital contracts for upcoming jobs. 

  
  *************************** (Customer or Contractor) signed up for, and entered into, our annual software subscription agreement on June 29, 2021. Upon the renewal of the customers subscription, they spoke with your team and came to an agreement on pricing for the upcoming renewal. The customer has used *********************** platform multiple times since the renewal.  

  
  As such, no refund will be issued in response to the complaint. At this point, ***** considers the matter closed and resolved; and no further action will be taken. 
  Any additional questions may be addressed by contacting us at ************ or ********************************. 
  
  Respectfully, 
  Hearth Customer Support 
  ************
  ********************************