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Complaint Details
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Initial Complaint
06/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Victorian Sales sold to us and installed a wood burning stove in 2013. It began to leak water during rain events in 2015. We didn't call right away thinking it was just during very heavy rains. Soon after the leaks were dripping even during light rains. We made an appointment for a service call. a tech from Victorian Sales came out and resealed around the stove pipe chimney. This was October 5 2022. The tech said that the repair was warrantied for the period of one year, and charged us $186.91. February 2 we noticed another leak in the same place. The same tech returned and tried to stop the leak again. June 11 and another rain, also another leak same location dripping from inside the top of the stove pipe. The same tech came out again, looked in the attic, and said he couldn't figure where the leak was coming from. He suggested the he come back with a helper and reinstall the chimney. He called his boss who put the stop to that. The tech then told us that he cant do that and advised us to hire a roofer to examine the roof around the chimney, at our expense. My wife called Victorian Sales, talked to the service manager who told her that they would do nothing without charging us for parts and labor.
Business response
06/16/2023
We installed the wood-burning stove for the Backs on 12-7-13, and gave them a 1-year warranty. We returned on 10-5-22 and re-siliconed, but due to being 9 years out of warranty, we charged a service call fee. When we went back yet again on 2-2-23, we did the same (re-sealed), yet did not charge. Our tech returned on 6-15-23 to once again re-silicone. Due to the age of the installation, and after conversing with the service manager, it was determined that the best solution would be for the homeowner to seek a roofing contractor (at their own expense) because no leaks from our flashing were observed by our tech, nor the homeowner. Anything else that may be needed was out of our scope of expertise, and by this time, the installation was 10 years old. We did not charge for this service call.Initial Complaint
02/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Had Victorian Sales come out and service my gas logs that were purchased from them. They came out and got the logs ready for winter weather. I paid 150.00 for the service. A few days later the logs stopped working. They came back out and said it needed a new valve but the part was not available. I called them to get the part number and after a little discussion they said they did not know what the part number was. I figured that possibly I could find the part on line for them. Then they went on to say I needed a new log set. This was cheap China made set. ( I purchased it from them) I called them back and no one was very helpful. I don't think I should be on the hook for a service call that did not fix or repair anything. Then not being totally honest that the part was not available but not having the part number then quickly trying to sell a new log set is not very honest.Business response
03/01/2022
We just received your email regarding a complaint and are sorry to hear this. Please note that this customer is just now contacting the BBB, months later?
Please also note that the customer SIGNED his service ticket (see attachment); gas logs were working when tech left the home.
When customer called us months later, the part it needed was no longer available; customer was told that, and got upset.
As a one-time courtesy, we refunded Mr. **** his $150; however, there is always a charge to send one of our techs out to a customer's home to check out and/or service any product. No company would send a technician out for free to a customer's home.
We refunded Mr. **** this time and emailed him his refund receipt , but also explained to him that we will not go back to his home to perform any future services, not involving a new unit purchased from us.
Customer response
03/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ****
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.