ComplaintsforJohnson Gas Appliance & Mendota Hearth

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased From Alpine Fireplace/ of *********** **. authorized dealer for Mendota fireplaces. Major issues with Alpine has left me with an incomplete installation of the fireplace serial # *************. What is missing is the birch logs and brick inserts along with remote control. Alpine has these items but is no longer allowed on my property. I contacted Monday by phone Mendota Headquarters. I spoke with a Ms. ****** who took my information. I requested that a person with authority contact me to resolve issue. I have contacted all other authorized dealers and none of them will touch the job or order componets to finish installation. I indicated to Mendota that they need to instruct and have an authorized dealer finish the installation. The other alternative is to have Mendota sell me the needed parts so that I may have them properly installed.My first phone call was to Mendota on Monday April 1st. I have called each day. Wrote 2 emails and no response from Mendota. Please call me to answer or give you whatever is necessary for you to assist me in rectifying this problem.Further it should be noted that final inspections which require fireplace to be functioning are a few weeks away. I won't be able to get a CO If it is not working.Please assist as promptly as possible.Thank you in advance.************************* ************

  

  Business response

  04/10/2024

  Johnson Gas Appliance has reach out to the consumer as well as the dealer.  Plans have been made with the consumer to resolve this issue.

  Customer response

  04/10/2024

   
  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,
  
  *************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 31, 2022 we purchased a ******************* EXP St. Croix Wood Pellet Stove from a dealer in our area (***************** in ***** **.) that carries their product. We have had multiple issues with this unit, including everything backing up inside & nearly burning our house down this Christmas. ******************, who we've been told is the contact person for this issue, refuses to call either us or the dealer back to talk about replacing this unit. We have had no heat in a good portion of our home since this holiday 2023. Again, since buying this unit, we have had issues, & the unit nearly starting a fire in my home is the last straw to say the least. We want this unit replaced ASAP. Fireplace Gallery has been trying to get this resolved, & **** has refused to answer calls. her number is ********************. Please help us resolve this ongoing issue.

  

  Business response

  01/19/2024

  This issue has been resolved. A new stove has been shipped to the customer.  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company makes subpar gas inserts at best. I have a two year old gas insert that already has problems and the company could care less that their product doesnt hold up. My ***** grill is constructed better and has a better warranty than this hunk of garbage. ************* that doesnt back up their product, because they know it is garbage they are selling. They act like a two year old insert is a ***** year old unit and say its ware and tear? Really? on a two or three year old unit that gets used 3-4 months out of the year at best?So this insert has been used the total of one year at most and it already has problems?This company had to replace an original insert of the same model for me, because it was not lighting correctly (dangerous) so they gave me a replacement that now has issues with the flame burning the ceramic supposedly fire proof logs. This flame issue caused the ceramic logs in the firebox to singe and create a chemical smell in my house which could possibly be a carcinogenic agent and hazardous to me and my family. They take no responsibility saying I should have notified them earlier. How am I supposed to do that when I just noticed it a few days ago that the flame was doing what it was doing? I called to have them rectify the situation by asking them to have their local dealer come out free of charge and evaluate the potentially dangerous issue to which they told me NO. I am upset , because I believe this is a practically new inset that shouldnt have these kinda problems. It is a far inferior product, because this is my second unit from them and like the first one this one has dangerous and potentially hazardous problems with it. I would like this company to reach out to me and try to rectify this problem in a fair and swift manner. I would also like an apology for their product problems that *** had so far and for putting my family in ***** way with their poorly designed and dangerous gas inserts.

  

  Business response

  02/21/2023

  This is the first time that we have heard about any issues with this unit since April 2021. Our Mendota sales representative spoke with the Mendota certified dealer, who immediately reached out to the consumer.  The consumer requested the front burner, the rear burner and pilot assembly be replaced. The dealer will place an order for the service parts and get the unit up and running. This issue will be resolved once the dealer replaces the service parts. 

  Customer response

  02/21/2023

   
  Complaint: 19364625
  
  I am rejecting this response because: *********** wants to charge me $250 for the pilot assembly, because they say its not a covered part. They also want me to pay the shipping cost for the warranted parts. I have already paid over $300 out of my own pocket to have the certified dealer out to look at the unit the other day and will then have to pay another $190 to have them come out again to put these parts in?? My point is that I believe this is unfair and should not have to pay, because this is a two year old unit and it should not have this many problems. We use this unit for a very small part of the year and NOT to heat our house. So this wear and tear garbage they are trying to feed me doesnt hold up. Come up with a better solution like parts, labor and shipping free of charge and I will settle it with them. Anything less than that is unacceptable to me. Like I said the $300 I spent out of pocket already to have the unit diagnosed is already an issue for me.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/20/21, I purchased a Mendota gas fireplace from Home and Hearth in **************. The fireplace was installed on 12/12/21. The fireplace worked until February of 2022. At this time I was told it needed a chip which would be ordered and installed. Since this time , and many calls later , the chip has not been installed and I have been told that they are unable to get the chip. Hence the product that I purchased for a total of $7153.09 worked only three months. Despite many calls I still have not been given a date when the chip will be available.I feel that the manufacturer and the merchant have a responsibility to either fix the fireplace or replace it.

  

  Business response

  01/16/2023

  This issue has been resolved.

  Customer response

  01/16/2023

   
  Complaint: 18312430
  
  I am rejecting this response because: Currently, the original problem has been resolved; however the original remote did not work and  I was given a temporary one and the thermostat has intermittent  problems
  
  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. ↩