Complaints

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted them multiple times regarding a master fireplace that has not worked consistently since day one. They blamed the ******************* office which has since closed. But said ****** would handle it. They have caused damage to my master closet trying to repair issue. I have contacted owner, managers etc. At the time of our certificate of occupancy inspection they had to send someone to get fireplace working or we could not move in. It has now been a year since that date. And now they refuse to call me back. I have spoken with employees and finally left my last message on their service voicemail this morning. I do not know what to do other than contact an attorney and waste more money. I have never made a complaint with the BBB.

  Business response

  03/01/2024

  I reached out to ****** and spoke to her, and we are scheduled to go and service the fireplace in question.  We will get her taken care of.

  Thanks,

  ***

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fireplace Warehouse improperly installed a wood burning insert in our home.They are only interested in making a sale not customer service or quality products. They sold us a wood burning insert that took 8 months to deliver. We gave them a down payment of $4,500 in Feb '23 and it was partially installed in Oct' 23. Only a portion of the item arrived. They installed it without a permit and pulled the permit later due to not be authorized by the county. We will also inform *************************************** of this issue.The item was installed incorrectly! Smoke filled our house resulting in the fire department being called to put out the stove. Our family of 5 is displaced for 4 months while insurance is cleaning every item in house, removing carpet, ceilings, insulation and everything else you can imagine. *****************, owner of the company based in *****, was unwilling to work with us to correct the issue. We filled a smoke claim with our insurance company who will subrogate the claim back to Firepalce Warehouse. Our insurance obtained an independent inspection from a certified chimney installer who indicated a faulty install and improper application of the insert.

  Business response

  02/20/2024

  Thank you for your inquiry.  We are proud of our record with the BBB involving thousands of successful El Paso County installations and very satisfied customers. We are pleased that ************ reported his family safe and unharmed immediately after the Black Forest Fire and Rescue filed their report on .They determined there to be no fire outside the fireplace. The only smoke was emited from the opened firebox in the basement. The **** inspected the fireplace and found it to be properly installed. Two very experienced professionals walked ************ through the manual and instructed him on proper usage, including the smoke hazards of wet or green wood in a wood burning fireplace.
  
  They made sure that ************ understood that carefully following the manufacturers instruction was a requirement to ensure a positive draft with smoke exiting the chimney as designed. Currently the insurance company is reviewing their own investigation and that of the fire department report to determine the cause of smoke exiting an improperly opened door to the firebox. ************ originally asserted manufacturer Ironstrike was faulty. As a gesture of goodwill, we have not collected the 50% that ************ agreed to pay before final trimout and instruction which was  successfully completed. We will report the findings of the investigation into all regarding the product quality, installation and whether or not the product was operated in compliance with manufacturer instructions. Most of our business comes from referrals and repeat customers and we take this allegation very, very seriously. We look forward to reporting the expert determination very soon.

  Customer response

  02/21/2024

   
  Complaint: 21314510
  
  I am rejecting this response because of the inaccuracy of your statements and of continued efforts by **************** to collect on this item.  
  

  
  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. ↩