ComplaintsforYankee Gas, Fireplace & Grill City
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The business sells and installs gas fireplaces. We purchased a fireplace on May 30, 2024 for $7,499.09 which included installation. As part of the installation they conduct a site survey to see what is needed to properly vent the fireplace to the outdoors and to make sure it adhere to safety codes. They completed the site survey and installed the fireplace on July 22. Prior to their installation or general contractor told the installers when they arrived at the site that the vent location has to be at least 7 feet above ground to comply with the building code. The installers ignored that direction and said they were told to install it six feet above ground. They cut into our stucco home and installed the vent. On the 23rd we learned that this is too low per our building and safety codes. The vent is in an alley way and in an alert way someone can easily hit their head on the vent. So the vent has to be 7 feet off the ground. I alerted the company that the fireplace was incorrectly installed that day via two emails. I Alasco called the next two days and filled in a form on their website requesting help. I did connect with two sales people but they said they had other customers to help and that someone else was responsible. Its been two weeks and no one has yet to contact us back to fix the problem. They have taken full payment for the system and for the installation. I am trying to get the payment returned since we have a non-compliant fireplace installed. They have been completely unresponsive to out the emails, website request for help and for plus phone calls. I believe the issue is that the site surveyor didnt understand the codes and wrote the wrong instructions to the installer and then the installers ignored our contractor. Now they wont respond to us at all. I need them to come back and install the bent in a location that satisfies the codes of safety. We should not pay more since the installation fee was a flat fee.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.