Complaints

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:09/25/2022

  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.

  A tech came [t to trouble shoot my propane tank which was not lightin.Augusta ************ had been unable to start the stove following tank placement and delivery of propane.They summoned *****'s who sent a tech over.Follwing several hours he said the valve was causing a leak but he had no valve to replace it dye to a buy out situation.He said he would go back to the shop and research the problem and contact me.He charged me one hundred and ninety-five dollars.In the days that followed my husband died.La@ week I contacted the business to find out what valve needed replacing.They had nothing in writing referencing that visit on April 12th.They said someone would call me and they never did.At one point the owner became involved and offered to refund my money because he said they don't work on those stoves.I said I wish he had not charged me if they don't service these stoves.He said something like "Well he probably cleaned it" He made uninformed assumptions without any understanding of the situation.I would like my money back since I received nothing for it.

  

  Business Response

  Date: 09/26/2022

  The customer was made aware prior to the appointment that we do not have parts for her unit, and that the appointment was strictly troubleshooting the problem. She still wanted us to come to look at her stove.  The customer was also told during the appointment as well as during the follow up calls to the shop that a new valve was needed to repair her unit, which we do not have and cannot get.  The $195.00 was for the appointment that our service technician went to her home to diagnose her stove. The customer was made aware of charges and our inability to get parts, for her stove which we did not sell to her, prior to her appointment.

  Customer Answer

  Date: 09/26/2022

  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. 

  Complaint number ******** ******************** the company which arrived that day on April12th engaged *****'s in the middle of their visit when the stove did not light.The rendition of this visit from *****'s has been pulled out of thin air as they do not have any record of the visit that day for which I was charged one hundred and nintefive dollars.This matter has become far worse because this business is not the folksy family run business they would have you think but a sloppily run business who plays fast and loose with the truth.At no time was I given an opportunity to decide that I did not want them to show up because such a conversation  never happened.I was glad they showed up because I just wanted the stove to start.I will be providing documentation to back up these assertions of what actually happened.I am shocked and saddened that this business would choose to lie about the events as they happened rather than cop to their shabby business practices.I look forward to a fair resolution of this matter. 

  

  Business Response

  Date: 09/27/2022

  We do have details including pictures of your stove, the valve, the data plate, notes from the appointment and part needed, and how your stove is installed.  Your serial number is ******, the brand is Napoleon with model GDS25P, and the color of your stove is a cream/white enamel, the height of your pipe is about 5' from the floor. You need a new valve, as we have made you aware. 

  Customer Answer

  Date: 10/03/2022

  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. 

  Good morning,Complaint number 18726604.I forwarded a screenshot to you from ******* stove shop.It is a false rendition of the actual events.I was never informed of anything prior to the visit.The owner is making this up.Pictures?Notes?Great!When I called they said they had no record of the visit and the tech said he would get back to me and he never did.I actually am shocked by ************; response to this complaint.