Business Profile

Fireplace Equipment Manufacturers

GHP Group Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for GHP Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

33 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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Submit a Complaint

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:02/04/2025
Type:Sales and Advertising Issues
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.
BBB took a complaint over the phone. Below is the voice to text voicemail description

Yes, my name is ******* *****, my phone number is ************. The complaint number is 228-77927, and my email is QLY32 at *********, and the complaint is about shipping parts that I haven't received, and I would like to receive the parts. And the tracking number is 725-124-221-967. The company is *******. Their phone number is ************.

My name is ******* *****. My phone number is ************. The complaint ID number is *********. I would like for this company to send me my ordered parts or find them and resend them. The tracking number on the part is 725-124-221-967. As I said, the resolution was to send me the parts or find out and resend the parts that I have ordered.
Business Response
Date: 02/05/2025
We are reaching out to offer assistance.
Initial Complaint
Date:01/27/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Purchased a GHP ventless gas log fireplace from Lowes. Upon professional installation it was discovered that some parts were missing from the factory sealed box. Contacted *** who said dont return the product to Lowes, missing parts will be sent to you in 5 to 7 days. Three weeks later and 4 calls to *** customer service and still no parts. On last call to *** I was told they are in the process of moving warehouses. Was told other lies like the parts were in the mail on earlier calls to GHP.
Business Response
Date: 01/29/2025
We are reaching out to assist.
Customer Answer
Date: 01/30/2025

Complaint: 22864573

I am rejecting this response because: This business has repeatedly lied to me regarding the status of this resolution. I have reached out to ***** as the vendor of the *** product. Lowes contacted *** on my behalf yesterday. Lowes informed me that *** responded that they have no timeline for the replacement of the missing parts.

Sincerely,

******* *****
Business Response
Date: 01/31/2025
We do apologize for the delay, and we are we are doing everything we can to fill this order as quickly as possible.
Customer Answer
Date: 02/03/2025

Complaint: 22864573

I am rejecting this response because: I have been given multiple promises and told multiple lies by this company over the past month.

Sincerely,

******* *****
Initial Complaint
Date:12/11/2024
Type:Product Issues
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.
I purchased a *** grill this past summer. The grill handle broke down I called the company for a replacement. They agreed it was still under warranty and issued an order for a new handle to be sent out in the beginning of October. I have contacted them multiple times to find different excuses on why I dont have it yet, including out of stock, stuck at customs, sometimes the orders get lost, etc. I asked if they could just send a universal part from any grill that might fit close enough and they refused. I was refused transfer to manager/supervisors on calls as well. I am now wanting to return the grill for a full refund as I have not been able to use it longer than I had a chance to.
Business Response
Date: 12/12/2024
We are reaching out to offer assistance.
Initial Complaint
Date:11/25/2024
Type:Service or Repair Issues
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.
I purchased a garage heater, December 01, 2023 with a one year warranty. The unit failed in October 2024. It would run but would not shut down raising the temperature in my garage to 90 degrees. I reported this to them and they said it was the heat sensor or thermostat which they would replace. They sent the sensor but not the thermostat. I called again informing them I did not receive the thermostat. Spoke with **** who said this part wasn't available and I would have to replace the unit at my expense. I said this was unacceptable and they should replace the unit with a substitute. He said he would get back to me but has failed.
Business Response
Date: 11/26/2024
We are reaching out to offer assistance.
Customer Answer
Date: 11/26/2024

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
Date:11/06/2024
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.
Purchased a Propane indoor heater, Model #BFSS20LPT-4P on April 25, 2024.Warranty period of 1 year. Heater unit is defective and a possible danger to use. Internal Gas Valve is defective and GHP Group will not ship a replacement heater or valve. Heater was purchased through ****** and it is beyond the return period for ****** to accept the heater. ****** advised us to contact *** and request parts or a replacement under the one year warranty. GHP Group representatives are avoiding emails and will not return our calls.
Business Response
Date: 11/08/2024
We are reaching out to offer assistance.
Customer Answer
Date: 11/08/2024

Complaint: 22521295

I am rejecting this response because for the moment:
I will wait until the replacement unit arrives and is replaced. After this I will resolve the original complaint. Thank You for your patience.

Sincerely,

******* ******
Business Response
Date: 11/11/2024
A replacement heater has been ordered.
Customer Answer
Date: 11/11/2024

Complaint: 22521295

I am rejecting this response because:
Thank you for your attention to the complaint. I will remove after delivery of replacement.

Sincerely,

******* ******
Initial Complaint
Date:09/25/2024
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 purchased this water dispenser a little while back and everything has been working but not now it is not coolig the water anymore and it never kicks on to cool it? Can I get a free replacement please. It is a bottom load water dispenser. **** ***** Home / Countertop and Floor standing Dispensers / Vitapur Bottom Load, Hot, *********** Water Dispenser Bottom-loading Dispensers, Countertop and Floor standing Dispensers Vitapur Bottom Load, Hot, *********** Water Dispenser Bottle is connected and stored in the bottom cabinet Large fill area is great for large glasses and pitchers ****************saving kettle feature rapidly provides hot water on demand in under 3 minutes without the cost of constantly re-heating water Easy to use push buttons High efficiency compressor for improved cooling Stainless steel reservoirs for superior long-lasting reliability Indicator lights and LED display show when water is ready to dispense at your preferred temperature Choose between hot, cold, and room temperature water SKU: VWD1006BLP Categories: Bottom-loading Dispensers, Countertop and Floor standing Dispensers Tags: Cold Temperature, Hot Temperature, Room Temperature
Business Response
Date: 09/27/2024
We are reaching out to offer assistance.
Customer Answer
Date: 09/27/2024

Complaint: 22339996

I am rejecting this response because it is still not resolved.

Sincerely,

**** *****
Business Response
Date: 09/30/2024
We will not replace the water dispenser because it is too old, and far beyond our warranty coverage period.
Initial Complaint
Date:05/23/2024
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.
transaction date 04/16/2024. Pick up 04/21/2024. Fireplace sold w/ 3 defective pieces which 2 of 3 have been replaced. In box says do not return to store ************ and call for replacements if needed. The part in question is on back order I learn they have no idea when will be available for replacement of Part# D (80-06-064). They continue to sell item why not open a box and send my replacement part
Business Response
Date: 05/24/2024
We are reaching out to offer assistance.
Customer Answer
Date: 05/30/2024

Complaint: 21750864

I am rejecting this response because: Part has not arrived yet, but been informed part is on its way. I am not closing this case at this time.

Sincerely,

*************************
Business Response
Date: 05/31/2024
Apologies, there were some unexpected delays, which have been resolved. We are reaching out to assist.
Customer Answer
Date: 05/31/2024

Complaint: 21750864

I am rejecting this response because: No replacement yet but believe is being processed. I will wait for replacement but will not close case till resolved. So far communication has been positive.

Sincerely,

*************************
Initial Complaint
Date:04/21/2024
Type:Delivery Issues
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.
Placed are order for a replacement part January 4th with *****. Order Number: 617311-1. Order was cancelled and reordered January 17th with **********. Order Number: 617311-3. The company is still selling this product but cannot provide replacement handles. Please remove one from a package and ship to me. Im positive one warehouse can locate a handle. I have been waiting for more than 4 months and paid long distance charges contacting representatives who cant help me.
Business Response
Date: 04/23/2024
We are reaching out to assist.
Initial Complaint
Date:02/07/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 made the purchase on 12/7/22. I have replaced a part twice and it still is not working. The warranty doesn't cover other parts I need, the thermostat and regulator. I paid $1166.47 for the fireplace and the blower, that was sold separately. I want a refund so I can go somewhere else and purchase another one. The fireplace is my only source of heat. I had to buy a small heater to heat my house but it is not heating my whole house and it costs more to have that than the fireplace.
Business Response
Date: 03/07/2024
We have sent a replacement firebox and blower for this fireplace.

Thank you.

MichaelMento
Customer Answer
Date: 03/08/2024

Complaint: 21258303

I am rejecting this response because: ************ insert they sent does not work either!! I'm going to have to pay $200 to have someone come look at because it's the same issue the other one had. I have an appointment set up for 3-21. By this appointment I will be without heat for almost 2 months!!!!! I just want them to give me my money back so I can go elsewhere and buy one that works.

Sincerely,

*******************************
Business Response
Date: 03/13/2024
We have offered assistance and gave correct advise.
Customer Answer
Date: 03/14/2024

Complaint: 21258303

I am rejecting this response because: they did not help in any way whatsoever. I still have to pay $200 to have the 2nd insert looked at. I might even just buy one where I'm having someone come from to look at it. I think I'm going to scrap the 2 junk inserts they sent me and buy from an honest company who will correct anything that might be wrong with the unit!!

Sincerely,

*******************************
Initial Complaint
Date:01/15/2024
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.
Here is a copy of the receipt of purchase from ******** I spoke with a representative on Friday 1/12/2024 who tried to troubleshoot the Pleasant Hearth VFL2-SO24DT 24" ************ ************* LOg Set ****** BTU's, which was purchased on 12/2/2022. She said that the repair part was obsolete and provided me a Return authorization number *******. I went to ******* on 1/13/2024 and spoke with the customer service representative who called ******* online.com representative ******* who stated that since it has passed the 90 day return policy, the manufacturer has to refund the money. You all were closed on Saturday so I had to wait until this Monday 1/15/2024 to call you all. I was on hold for 30 minutes before ****** answered the phone. I explained to her the situation and asked how we can get the refund since ******* could not do it because it was purchased in December 2022. She wanted troubleshoot again as I told her the item is packed up and on my truck because I drove an hour to ******* with the return authorization number ******* and was told that there is nothing to do as it is pass their 90 day return policy. When asked for a supervisor, ****** stated that she could not transfer me to a supervisor. She was rude and not customer friendly. I am totally disappointed in the service that I received and just want to know how this situation can be resolved. I sent an email to ******************************************* it came back as I was blocked
Business Response
Date: 03/07/2024
We are reaching out to assist.

Thank you.

MichaelMento
CustomerServiceManager
GHPGroup
6440WHowardSt.,NilesIL60714-3302
[P]************ | [D]************ | [F]************
Email:*************************************** | www.ghpgroupinc.com

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GHP Group Inc is NOT a BBB Accredited Business.