ComplaintsforHillside Hearth Shop, Inc.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a gas fireplace for a new construction home on 7/27/2022 which included the fireplace, logs, vent kit, and installation. Total cost was $5,223.00 and we made a $3,000.00 downpayment. Invoice #2675. The box was installed during framing and the logs were to be installed and tested toward the completion of the home. At the time the box was installed, Hillside Hearth insisted on full payment of the balance despite still having to install and test the logs. We contacted Hillside Hearth on 3/10/2023 to have them complete the job that we had already paid for. Since then then there have been numerous times an appointment was set to complete the job only to have them not show up. Excuse after excuse...short of help, sick employee, don't have the parts. The last scheduled appointment was Friday 6/9/2023. Again a no show. Hillside has my logs and my money and I have a useless fireplace. We have been over THREE MONTHS now trying to get this job completed. We feel we have been more than patient. There really is no acceptable excuse anymore other than they have my money and that's all that matters to them.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for a fireplace repair about 6 months ago to have the fireplace and drywall repair. They still haven’t finished. They cussed us out on the phone and won’t return our phone calls

  Business response

  06/29/2022

  Hi,
  We received a letter in the mail stating your complaint. First, we do want to apologize for the wait you all have had to experience with our company. A deposit for half of the total invoice was collected on 2/25/22 and we will not have you pay the other half until the job is finished completely. It has definitely taken us longer than expected to complete this job but that is for reasons we are not able to control. Our manufacturer's are constantly changing their ETA's on all products. Unfortunately, all items are ordered per customer request because all fireplace needs are unique. We cannot control manufacturer lead times. We did however, communicate with you the availability of the items you ordered. This is happening to all of our customers.
  
  Second, we don't work with drywall ourselves and go through a subcontractor when that is needed; therefore, we cannot control their schedule. We have contacted them multiple times and they have informed us that they have contacted you all as well. I apologize that this hasn't been completed in a timely manner and understand your frustration.
  
  Third, our employee did not cuss anyone out on the phone. Our employee wasn't given the opportunity to speak on the phone because she was being yelled at and belittled. Therefore, she got frustrated and said that she was "just trying to f****** help you" She then continued to get yelled at and cussed at therefore she hung up the phone. We do not condone our employees to yell, cuss, or hang up on customers, but we also do not want them to be treated the way they were on the phone that day.
  
  If further issues occur, you should know that our receptionists are the "middle man" of Hillside and are at no fault when it comes to anything that goes on with installing. The owner and manager of Hillside both access this email, so we suggest that you email us with any questions or issues.
  
  Thanks,
  Hillside Hearth Shop
  
  Hillside Hearth Shop, Inc.
  
  
  

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