ComplaintsforShiretown Stove & Outdoor Living

• Initial Complaint

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We ordered a pool from Shiretown Stove and Outdoor Living in January and put more than the required deposit. Th pool was set up the week of May 15. The pool was not placed on a level surface, there is buckling and indents on the sides of the pool, the liner is wrinkled and the end caps keep popping up. I have made numerous attempts to call and email this company. They have assured us they can fix everything but have yet to come through. I have asked for confirmation and explanation in we numerous times and no response. I still owe approximately $4800.00 that I am fully able to pay, but have not yet because I need answers. Is this pool going to buckle and hurt someone or damage my house? The owners are rude and argumentative.

  

  Business response

  06/24/2024

  I have been in contact with ***** and answered her questions, we are willing to work with her to come to a mutual agreement/understanding of what needs to be done to make everyone happy

  Customer response

  06/25/2024

  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 would appreciate a timeframe as to when these issues will be resolved.

   

  [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

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased one Eco Choice Pellet Stove on 4/11/22, trade in stove discount of $500 and a delivery charge of $880. Invoice number *****. I am questioning the delivery charge of $880 as my husband and I were told that the charge would be $150.00. My husband had called the company the next week after the delivery to question that excessive charge and to have the owner please call him call him back. A couple of weeks went by waiting for a call back that he never received, so I called and spoke to a female employee and told her that I wanted a breakdown of the delivery charge, she said she would relay the message to the owner and will call back with that info. Called again on May 6, 20th and the final call on the 27th. I spoke again to the employee, and I asked if the owner ever calls back on issues that customers have, and she could not give me an honest answer. She did know about my concern and started to give me the breakdown of the fees. She said that when he delivers, the charge to customer - sometimes he makes money and other times he doesn't. Charge Breakdown: Travel for two men from ******* to Caribou and back and the special tool he uses for the stove. My concern is that we were overcharged for this installation. My husband had pulled the old stove from the chimney and pulled it to the cellar door. All that the owner had to do was purchase a small 4-inch pipe Caribou since he did not have one on hand to hook up to the existing pipe set up. We did not have a new pipes installed, everything was really to go. My husband installed the thermostat as the owner went to Caribou to get the 4 inch pipe as he was familiar with the set up. These men were not at my home more than 15 to 20 mins total in the installation of the stove. We have been trying to resolve this issue with the company without any compromise. I feel since he has received his money that he doesn't want to deal with us. We are a older couple wanting a business to come good on there word.

  

  Business response

  06/20/2022

  Here is the response to the complaint ********. Please let us know when you receive this and if you need any more information.
  Thank you,
  
  Shiretown Stove & Outdoor Living
  81 *************
  P.O. *************************************************************************************************************************;

  Customer response

  08/08/2022

  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. 

  Regarding my complaint I still have not heard from the company my concern in resolving the over excessive charge in the delivery fee.   They didn,
   As you see the company does not reply or try to reach out to the customer who might have issues with the company!   I feel that I might not be the only customer that they might be avoiding!  Please review my request for this issue as this company can not be trusted in charging their customers a fair billing.   I appreciate your time and patience!   ************************** 

  

  Business response

  08/09/2022

  I the sales person was told by Mr. Haines he was going to install the stove when i asked if we were installing, sales figures telling him about the 880 was obsolete in mentioning  the charge .Mr. and Mrs. ****** was told ****** to drop off the stove in the drive way on their way to caribou, it as takes as ****** to deliver install take out old stove that they were give $500 for and he said he was tired if putting money in it to run it, we were under the impression that it could be fixed and resold the way it was presented to us, but the unit was in no condition to be restored as it was not safe. We had to pay to get rid of a the trade-in stove.

  Customer response

  08/13/2022

  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. 

  Fact:  When my husband and I spoke with his company (***********************) he knew about the issues we were having with the stove, that is why we were there to purchase a new one since ours was old and not running.  He knew the back ground on this stove as we were 100% honest with him!  He told us that he would purchase the stove and if he could not get it running most likely he would sell the working parts.  Now he is trying to change the story to make us look like we were the ones cheating him. 
  
   I had asked him again what the charge was to bring the stove to Caribou, as he stated $150 which we agreed was fair.  He also knew that the hook up for this stove was not a new set up and we would have the placement of the stove ready to go as we did not need this service.   We did what we had told him as the stove was clean, pulled away from the chimney and placed by the stairway in the cellar.  **** and his co-worked were at my home no more than 15 to 20 minutes as my husband did hook up the thermostat while they placed the stove and bring up the old one.  So, this is what you call a full set up for the $880?  Fact: His mother told me on one of our phone conversations that sometimes the customers he sets up - "He makes money and others he losing money".   How do you call this fair business!
  
  He had his invoice completed at the time of the delivery and was paid promptly at my home.  We did not cheat him and was taking him at his word (as we thought they were very nice people) until I reviewed the bill and saw that we had this charge.  I had tried calling the company several times the next week of purchase without connecting with a person to talk to about why the delivery charge had changed from $150 to $880.  Until I spoke with his mother and left several messages multiple times without a response from the owner *********  Never had the common curtesy to call and explain why he felt that the charge was fair. 
  
  If he feels that this charge to us is acceptable fine, he has to live with that in his conscience!  I am not trying to get full reimbursement but a reasonable price in delivery. Being unfair with customers to make a living in a small community will fine him out and how he runs his business in time.  
  
  I appreciate your time in hearing me out on my concerns as I feel that this will not be the last one you will hear on this company.  
  
  sincerely,
  
  
  *************************

   

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