ComplaintsforFireplace Choice

Fireplace Equipment

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Initial Complaint
06/11/2024
Complaint Type:
Product Issues
Status:
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.
I ordered a Napoleon GPV Blower (W062-0026) for $531 on 5/29/2024. I was supposed to receive the product in 3-7 days and I have yet to receive any communication, any tracking number, any responses to my multiple emails, phone calls, and even tried to chat with a rep on the website. After waiting for 3 hours for a live representative to get on the chat, it finally disconnected me. This is probably the most unprofessional purchase I have ever made on any website in the years I've been doing this. I can't tell if this is a scam or if this is an actual person who doesn't care about their business. I requested a full refund of my payment and haven't received a response to that either. I even contacted PayPal to try to recover the money and that is currently in progress. Hopefully this complaint reaches someone over there and I can finally get to talk with an actual person. It's sad it came down to this. Not sure how they expect to run a business with how they ignore all their customers. This is exactly what happens when you ignore people. All you had to do was put forth a little bit of communication and maybe this all could of been avoided.
Business response
06/11/2024
Good afternoon, I hope you are having a great day. Prior to receiving this BBB complaint, we had sent you a refund. Please review your email and also check your PayPal account. Thanks and have a great day.
Customer response
06/14/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
***
Initial Complaint
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Order #****** - Purchased a SIT 820 SeriesMillivolt fireplace value 30% Turndown natural gas SIT 0.820.652 around 8 months ago. It was never delivered to me and the Fireplace Choice company/business never returned my phone calls regarding delivery status and refund requests of my money.
Business response
06/03/2024
Good morning, I hope you are doing well. You are 100% correct, your order was sent to our third party fulfillment center and it was never shipped. We have provided a full refund and sincerely apologize for the inconvenience, have a great day!
Initial Complaint
04/09/2024
Complaint Type:
Delivery Issues
Status:
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.
Ordered ********** Decorative Front - Black (DF-8-BK) for $599.00 on 3-28-24. There has been no contact from the company after multiple calls and emails. I would like the product or my money returned.
Customer response
04/22/2024
I have not heard from the business in response to my complaint.
Business response
04/24/2024
Good morning, I hope you are doing well. We apologize for not sending out this item on time, there was an inventory discrepancy. The order was cancelled and fully refunded. Thanks and have a great day.
Initial Complaint
03/10/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Placed order 1/15/2024 for a fireplace remote control. Order #******.2 Received product 1/25/2024 Attempted to align remote control to fireplace. IT WOULD NOT COMMUNICATE Returned via **** on 1/31/2024 to address THEY provided **************************************************************************** **** tracking ********************** showed delivered 2/2/2024 to front desk, reception, mail room Have not received refund. Have tried calling listed #************..no answer. left message 3 TIMES Have filed complaint with Paypal and **** credit card I used.
Business response
03/28/2024
Good afternoon, I hope you are doing well, as of 3/22/24 we had processed the refund, prior to the BBB Complaint. The payment was made with PayPal, it takes a few days for the funds to return to the original payment method. Please contact them if you have any further questions. Have a great day.
Customer response
04/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***********************************
Initial Complaint
01/25/2024
Complaint Type:
Delivery Issues
Status:
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.
Ordered an item that is not shipping per the company website. I have called, emailed and tried to use the chat feature on their site. I got one random notification that the item will ship but it is still listed at *** as Label Created. This was ordered and paid for on 1/13/24 and was to ship within 24 to ******************************* stock. It is 1/25/24 and I still cannot speak with anyone or get any reply to my cancellation request. I believe this company may be fraudulent.
Business response
02/12/2024
Good morning, I hope you are doing well. It seems like the package might have been lost in the mail. The chargeback has been accepted and the money has been refunded. We apologize for any inconvenience this may have caused you. Have a great day!
Customer response
02/12/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I accept the refund because **************** refunded the money. *********** should not get a good BBB review because the item never shipped, never was a shiped notification and never could get to speak with customer service. I spent many attempts to speak customer service and all calls, voice mails and emails were not responded to. People should be aware of this practice.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
11/27/2023
Complaint Type:
Product Issues
Status:
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.
I ordered a ProFlame 2 Transmitter for my Fireplace on October 29, 2023. I received the incorrect Transmitter (ProFlame GTM) on November 1, 2023. I immediately contacted the company through their email about the issue. I was contacted by ******* Cone from the company on November 6, 2023. I sent him a picture of the incorrect item. I have emailed 3 times since then and called their voice mail only number, but have not heard from them since the November 6th email. They have charged my credit card even thought the item is incorrect.
Business response
11/30/2023
Good morning, I hope you are doing well, we apologized for the lack of communication on our part.
1. The correct item has been shipped to you earlier this week. The tracking number is USPS: 420532229305510944102667517793
2. A prepaid return label was emailed to you earlier this week: UPS 1ZV210770391318967
3. We have removed the listing from the website and replaced it with a proper one.
Thank you for your patience regarding this matter, have a great day.
Initial Complaint
10/26/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased this receiver/remote kit on 9/24/2023 for $227. I received it and connected it to our fireplace a few days later. The remote would not pair properly with the receiver. I did a lot of troubleshooting to confirm that the kit did not work; we have two identical fireplace units so I was able to try different combinations of wiring, receivers, and remotes. I contacted the company via website/email on 9/28, asking for an exchange/return. They said they needed to get a return label from their supplier. I checked in with them on 10/2 and 10/11 but they did not follow through with the label. I called them on 10/18. The automated menu suggested I start an exchange request through their website so I did that. I called them, again, on 10/23 to follow up. I was only able to leave a voicemail didnt reach an actual person so I left a very detailed message. Today is 10/26 and I havent received a return call or an email or anything from them. I just want to exchange this faulty receiver/remote kit for one that works! Help!
Business response
10/27/2023
Good morning, I hope you are doing well. I really apologize for the inconvenience this has caused you. Someone internally dropped the ball. We have sent a return label for the unit that is not working, and a replacement unit will be shipping out today via Priority Mail. The replacement order has already been processed and tracking information uploaded. Again I apologize and have a great weekend.
Customer response
11/06/2023
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
While there was an immediate response from this company in terms of generating shipping labels, I have not received the replacement item. I did my part of the transaction: I printed out the return shipping label provided to me and shipped the faulty fireplace receiver/remote kit back to this company via *** on 10/28. Meanwhile, the **** tracking number they provided to me for the replacement receiver/remote kit has made no progress. It is now 11/6 and, as far as I can tell, **** is still waiting to receive the item.

Regards,
****

Business response
11/09/2023
Good afternoon, I sincerely apologize for the delay. I reached out to our third party fulfillment service and this time I made sure they shipped it out. I tracked it and it looks like it will deliver tomorrow. Here is the **** Priority Mail Tracking Number: 420972399305510944102573845126
Initial Complaint
05/25/2023
Complaint Type:
Product Issues
Status:
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.
Purchased a Fireplace module from them. Never used have been trying since ***** to return this item. Multiple calls to customer service no one ever answers the phone no matter what time of the day it is tried all extension no answer left messages never get a call back. I emailed got a response that they are contacting the vender the had send the part to get a return address label and it never comes. I called back with all the same issues multiple times no response emailed multiple time finally got ******* Cone to answer, not sure if that is his real name sounded ***** told me he would refund 1/2 of my money until he could get me a return label. That was ***** 24,2023 never could get him to replay after multiple emails to ************* and the rest of my money back. Now it is the end of May and still no answer from this poor company. I would never do business with this company again and suggest other people avoid them at all cost. Very bad management and business practices. I just want my money back!!! They can send a return label and I will send them the part back.
Business response
06/28/2023
Customer Has been Refunded, he can keep the part or dispose.
Initial Complaint
04/04/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I order a fireplace remote from this website, they provided me a tracking number, but never actually shipped an item. I tried calling them several times, but it's answering machines every time. Finally, someone called me back and said they would get down to the bottom of it and call me back. I never hear from that person again. I tried contacting them several more times and all I got were machines. Eventually, 3 weeks later, after I left a message saying I needed answers or I was going to file a dispute with my bank, they finally called me back. They basically told me they would get to the bottom of it *AGAIN*. I said no thank you I would like to cancel the order instead. They canceled the order for me, but never returned my money. I have filed a claim with my bank and I will be reporting this company to the BBB. This company is nothing more than a dropshipping website. If you try to reach them by phone you won't. If you look at the address on ****** it's a run-down office building with broken windows everywhere. To blatantly steal people's money is ridiculous.
Initial Complaint
02/09/2023
Complaint Type:
Product Issues
Status:
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.
Order a replacement direct fit blower assembly and received a universal blower. Online returns portal is "page not found". Contacted ******* via email and sent a photo of unit per their request for a return label and have not heard back. I have sent numerous emails and tried their 800 number (which no one is ever around too answer) left a voice mail with no return call. I also tried their online chat feature and waited over eight hours for a response to again email *******. Before ordering call their 800 number and see if anyone picks up. Very very poor customer service if any. Buyer beware
Customer response
02/20/2023
I have not heard from the business in response to my complaint.
Business response
05/08/2023
The customer sated not to contact them. The customer received, the item, and they stated they sent it back, did not provide a return tracking number. He has received a full refund and we still have not received his return.
Customer response
05/08/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

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