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:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I ordered a fireplace screen by phone on December 2. I gave the sales rep ***** the dimensions of our firebox; for whatever reason he added inches to both height and width and proceeded with the order. This type of screen has doors and fits within the firebox so it can be bolted to both the firebox floor and the lintel. It was delivered on January 21 and when we opened it and put it against our fireplace we realized it wasnt going to fit. It was too big and we notified the company right away. We cannot use it plus theres also a defect in the doors. The company says that the size is what we agreed to and will not give us a refund. I relied on the **** expertise when I ordered it and didnt question it but he should not have added extra inches. I even sent photographs, which I can also send to you if needed, showing that the screen will not fit into our firebox. I believe we should be offered a refund but was told they cannot give us one.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair 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.

  This is my last review my other two reviews are below. Since my last review I did more emails and more picture and nothing. My 35 years as a home builder I have never had to deal with a company as bad as these people are. I did received an voice mail that they would send a new remote control to me. Then 30 minutes later a got email said **** now we want you to call the manufacture and deal with them. Well that's not going to happen I bought these items AT WOODLAND DIRECT not the manufacture. This company does nothing then take your order and pass them to whomever this vendors are. I have been dealing with this for 4 weeks of wasting my time. I hope you check out all these other reviews before dealing with these people. They are all bad reviews. So now after 4 weeks I'm now stuck with there junk that wont work and for out more money to buy again so I have a fireplace that works. Im now done with this company, but I don't think it will be the last they will hear from me.

  

  Business Response

  Date: 12/12/2024

  Our technical team members who are working with Mr. ****** will reach out to arrange replacements and help.

• Initial Complaint

  Date:11/19/2024

  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.

  I purchased an outdoor fire pit from this company around October 20th, 2024. The website was not very clear regarding what the electronic start even meant - a video listing all types was in the product description but not clear anything else (this option was an additional $1,4000). When I purchased this product the site said Id receive an email confirmation and then a follow up email with my tracking number and all the details. I got a confirmation email but no other emails. First complaint is the unclear website and lack of communication. Second complaint was the after. The fire pit looked great and came within a decent amount of time. The type of starter is incompatible with pretty much anything someone would have at a residential home - which I was purchasing for. My landscapers attempted to call woodland direct twice and they said the order number I gave them was wrong? And werent helpful. I called and tried to explain the situation but got passed to someone who had been helping my guys earlier. That person didnt answer so I left a voicemail because I didnt want to return the fire pit- I just wanted a solution like a different starter kit. Never heard back. I then went online to try and see about CS options and I could only pick return/replace. I typed out my issue and desire for a solution (like just switching the starter kit).Never heard back. Finally got a prewritten response that my request was received and Id get return shipping info in 2-3 days and have 30 days for them to receive it back starting that day And they are charging $700 to ship back freight. I have to pack and move the 500lb pit to the curb. I actually emailed my agent that gave me the shipping info asking about returning the accessories the day I received the return email and havent heard back. Its the lack of response and I cannot review the product or the company anywhere. It has reviews that speak highly of customer service but I cant figure out how to review them.

  

  Business Response

  Date: 11/19/2024

  Our return policies are clear on our site and we've done everything we can to help.  *********** team is willing to help per our stated online policies which stipulates that should a customer need to return an item they can do so within 30 days but they are responsible for the return shipping costs.  We regret that the customer was disappointed in what they got and we are willing to accept the return.

• Initial Complaint

  Date:11/15/2024

  Type:Sales and Advertising 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.

  Sales ***resentative misled my wife based on measurements. The unit we purchased does not fit our fi***lace. We attempted to return after 34 days of receipt. The company has a 30 day return policy that is not prominently displayed, and the sales *** misled my wife based on information provided. We are ready and willing to purchase the next size up (Fremont Fi***lace Door), which would cost us an additional $400. If the company remedies by accepting our return, we will proceed.

  

  Business Response

  Date: 11/26/2024

  Per the customer's account, the order was outside of our 30 day return policy.  *********** agent notified the customer that a manger had looked at the customer's return request and the exception request was denied.  After reviewing the request and related information, we are unable to make an exception and allow for a return.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair 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.

  I purchased 4 heaters through the company. They sent the units with multiple broken heating elements and will not work with us to replace the heating elements. **************** was very rude and would not help us. They said tough luck and spend more money with them to replace the units.

  

  Business Response

  Date: 07/26/2024

  The request for replacement was made approximately one year after the purchase.  We can help our customers when they report damage and replace at no charge, but we have to be notified in a reasonable amount of time.  We regret not being able to help in this instance, but our service team handled this fairly and honestly.

  Customer Answer

  Date: 07/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I believe that the items sold to us were fraudulent and not listed correctly when we purchased.  There were 4 heating elements broken and each box was missing parts that our electrician had to go out and replace.  This was not disclosed in the listing and I believe the business was aware that they were selling incomplete and broken units.  I would like to have the 4 heating elements replaced as the listing was not accurate and based on the complaints previously noted to the BBB and the reviews that they have online this seems to be a recurring theme in their selling practice.

   
  Regards,
  
  *************************

  

  Business Response

  Date: 07/29/2024

  We consider this matter concluded.  We are not going to send him free replacement product.

• Initial Complaint

  Date:03/22/2024

  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.

  Several weeks ago, and after careful research and measurement, I ordered from woodlanddirect.com, the 25" Stronghold Ember Lifetime Fireplace Grate - $221.00 USD. In one of the website photos (a top view that gives dimensions), it clearly shows that the width across the upper grate in the front measures 25" as stated in the product description. Great, I thought, I generally burn 24" (and under) wide logs in my fireplace, so this should be sufficient. I received the grate in a corrugated box that must be the worst packaging that I have ever seen! The feet had broken through the bottom and there was no internal packing or reinforcement to keep the 36-pound piece of steel from shifting in shipment...inexcusable! Yes, the grate was scratched and dinged and a bit rusted, but not so much as to force me to immediately return it. But that's not why I am writing this complaint: So, I installed the unit in my firebox and immediately built a fire. As it burned, I noticed that my burning logs were falling off the left and right sides of the grate and not below; I knew that something was wrong. I extinguished the fire, let the grate cool, and put a tape measure across the front of the upper section of the log-holding area it measured 21-1/2 widereally? The unit was clearly too narrow for my needs, and I felt misled and cheated by the information contained on your website.I quickly called Woodland Direct and spoke to a salesperson to voice my concern over the size discrepancy and mis-labeling. They immediately agreed with my assessment, yes, we have to fix that, and said well set up a free return for you.I received my paperwork the next day along with a questionnaire that asked, (1) do I have the original packing materials (yes), (2) had I item been used (yes, once), (3) and my comments, which explained everything outlined and contained here. It also mentioned that Woodland would charge me $21.00 from my refund check for shipment back to themthis was hardly the free return shipping that the previous salesperson had described-!Regardless, my questionnaire was accepted, and I was sent a return shipping label for **** Great, I thought, Ill put it back in the box (that I repaired and reinforced using my own time and materials, I put a plywood floor on the bottom and braced the sides). I even washed the ash remnants dried it thoroughlyit looked nearly new, and none the worse for wear.Fast forward a week-plus and no acknowledgement from Woodland Direct on my refund. A call this morning to customer support prompted a quick email back to me which read:This grate has been used therefore we are unable to refund this item. Please let us know if you would like a cost for this item to be sent back to you.ARE YOU KIDDING ME? This is wrong on every level. Woodland Direct has:- misrepresented their product by publishing incorrect dimensional information - lied about providing free return of my item - accepted my return despite my admittance of using the itemif you cannot return a used item, why did you accept my return?- not accepted any responsibility for this occurrence, which is, in no way, a fault of me, the customer - completely wasted my time and my materials - held an item that I paid for to be held hostage unless I agreed to pay shipping to send my property back - stolen $221.00 from me Of course, unless we can settle this amicably, I will take the necessary legal steps to ensure my rightful full refund on this item.

  

  Business Response

  Date: 04/03/2024

  Within a day or two our service team will refund him in full.

• Initial Complaint

  Date:11/16/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On 20 October 2023 I ordered the 36 inch flame craft tondo fire pit with electronic ignition burner (order #*******). I did not desire this item but the other firepits were not in stock and had an 8 week wait. I was told this item was in stock and would ship the following week. This was not true. The following week ONLY the base shipped. This left me without the lava rocks, the top half, the burner, and the glass wind guards. I called to inquire and was told the order could be tracked on the web site which indicated the other components were shipping later; contrary to what I was told. After waiting three weeks I finally received the base and what I believed was everything needed to assemble this fire pit. I was wrong!Woodland Direct still had not shipped the most expensive and vital part, the burner!! I called to inquire about the burner as it was not listed in any of the shipments under their ship tracking option on their web site. I was transferred by sales to customer support and the lady I spoke with told me, the burners are manufactured and shipped by a third party vendor that we have no control over. She did not identify the third party vendor and could not give me any idea of when the burner would ship. To date, almost 4 weeks later, I still do not have all the components of the firepit.I do not trust woodland direct! If you order from them make sure ALL the components will ship at the same time and you will receive only one ship tracking number. Otherwise, they will take your payment and nickel-dime you on the shipment and give you the run around. I wont use them again.

  

  Business Response

  Date: 11/17/2023

  I'll have our service team contact the customer and set up the return and refund.  We will pay the return shipping.  Thank you for the chance to help.

  Customer Answer

  Date: 11/27/2023

  I received the burner 4 days ago and have all the components. This issue is resolved and I thank you for your assistance. 

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased a fireplace screen on October 7, 2023. I received someone else's item on October 30th, 2023. I called and spoke to multiple people at Woodland Direct. I wa hung up on twice. I sent pictures asking for either a refund or someone a the correct item to be shipped to me. It appears to be their MO to scam people.

  

  Business Response

  Date: 11/10/2023

  The customer's request was for a response from our team.  One of our service team reached out to help on 10/31.  We appreciate **************** and the chance to help.  The case is closed in our system, but we are at his service if he needs anything else or this was not resolved.  

  Customer Answer

  Date: 11/10/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***********************

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair 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.

  The ventless gas fireplace I received looked nothing like what was advertised. It had been sitting for a bit until my contractor could open it. I called and the salesperson was nice enough to offer a return since it hadnt been installed if I shipped it back. I shipped it back and received an email that I would get a refund to my card in 2-5 business days. I waited and never received it so called again and they said they hadnt actually refunded to my card yet just processed it as a refund. They said they would process it to my card then and I received the email again stating it would be 2-5 business days for the refund. I also received a P/N number which they said was a tracking for the refund transaction. Again I waited the 3-5 business days and still no refund. I called again and the lady said there was an error and that they only processed it as a credit memo and not a refund. I asked about the refund transaction number and she said she didnt know where it came from since it would only create one if they processed the refund. My bank said that number is useless. So again she said she processed it (for a 3rd time) and I asked for an email to prove it and she just emailed the same information from the last time it had been processed and said now it can take up to 30 days (even thought their email says 2-5 days). Its obvious they have not processed any sort of refund. It the email with the refund attached it shows $0 refund and she said that was just a system error. Obviously they have not processed my refund and are lying. Crazy a company can have their employees lie to customers.

  

  Business Response

  Date: 10/31/2023

  We don't take 30 days to refund customers, that must be a misunderstanding.  We can refund fairly quickly.  We've seen banks take 30 days to process, once we push the funds back. There is nothing we can do to expedite the release of the customers money once it is in the banks account. We refunded on October 11th.  I've resent a reference number to her for her to give to her bank.  This reference number will help them find both the day we pushed this back as well as give her an idea as to when the funds will be released if they haven't been already.

  Customer Answer

  Date: 10/31/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  My bank said they have not received the refund. They post them as soon as they receive them. The refund memo they provided clearly shows amount of $0 and is just a form from their company, not a credit card refund receipt.  My bank is requesting a transaction receipt showing the refund from the credit card processor. This is created for any credit card refund. Please provide that or actually issue the refund. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/06/2023

  Type:Sales and Advertising 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.

  I purchased a set of ********************* ************* Logs for $1,753.20 on October 20, 2022 for a new construction home I built. The gas logs were eventually installed on 01/30/2023 by a local propane company. The logs have never worked from the day they were installed. Multiple parts have been replaced to try to get the logs working, and nothing has been successful. I have had to pay labor charges to the local propane company for every trip they have had to make to try to get the logs working. Woodland Direct has only claimed it's my bad luck that the logs don't work and just keep sending part after part which never fixes the logs. I have demanded a replacement set of logs be sent to me under ************************* manufacturers warranty; however, Woodland Direct claims it's impossible and that my logs aren't under a warranty and they can't take them back now that they have been installed. I checked with the manufacturer and my logs are under warranty, Woodland Direct just refuses to honor it. I am demanding that Woodland Direct send me a replacement set of gas logs so that I can use the gas logs I paid for. It is unfair that I gave away almost $2,000 dollars to Woodland Direct for a defective set of logs I cannot use. And now I'm out $500+ additionally for the trip and labor charges of trying to fix these defective logs.

  

  Business Response

  Date: 03/07/2023

  When an appliance like this is sold, it is expected and recommended it be installed by a competent experienced professional.  This customers appliance appears to have been installed by in individual who lacked all the needed skills to properly install the product.  The evidence being, they didn't know why it didn't work.  That is not only unacceptable, it's dangerous.  A competent professional is able to first determine if it can work, then if it doesn't, there are some simple steps and checks using some specialized tools to see where the problem lies.  We have thousands of professional partners who install these from coast to coast, and they never come to us with their hands in the air wondering what is wrong.

   

  What fixes this customer's problem is what should have been done before he bought.  He needs to find a competent professional.  We've sent free parts, we've tried to help.  There's been nothing to work with on the other end.  We won't send any more parts, and we won't let him return it.  We will not send a replacement.

   

  We also understand that this will not be acceptable to the customer.  Despite that, we've dealt with him in a principled way but feel his demands are inappropriate.

  Customer Answer

  Date: 03/07/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I hired a licensed propane company to install my gas logs. This same company installed my 500 gallon propane tank underground, ran all the propane lines, installed my water heater, gas stove, and gas logs in another room with no problem. They are member's of the ********************************* ******************************** and the ****************************. There was nothing dangerous about hiring this same company to install these gas logs. The problem is that Woodland Direct sold me a defective unit and refuses to honor the 1 year Manufacturer's warranty. Selling customers defective gas appliances is what is dangerous, and the reviews on your company and numerous complaints indicate I am not the only customer with the recurring problems. The parts you sent have not fixed the defective unit - and the "free parts" are free for you too as they are covered under ************************* manufacturer warranty, so I am not sure why your company is acting like sending these parts is such a burden. Your help has been severely limited and you only claim that it was installed improperly - not that there could be anything wrong with the logs. If the company I hired is so dangerous and incapable of installing gas logs, even though they do it on a daily basis, who would you recommend that I have come out to document that these logs are defective? A representative from your company even spoke to the two installers on my phone and they told you these logs are defective. You can claim they don't know what they are doing all you want, but at the end of the day, the history of their company speaks for itself. So, by refusing to send any additional parts, replacing the unit, or letting me return this, you are essentially claiming you sold me a unit that has no warranty, but did not disclose this to me at the time of purchase? With your response I guess we have no choice but to see how Oakland County Small Claims Court will rule in this matter. 
  
  Regards,
  
  *****************************