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
08/07/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
On July 15, 2023 my husband and I came to order custom outdoor stove furnishings. We were quoted a price and told I will collect payment on the items that we were purchasing in store and that our items to be ordered would be paid upon delivery. We specifically asked, do we need to have it delivered or do we have it picked up and how do we pay for this outstanding order. We were told we will contact you in two weeks when the material gets in. It’s been now three weeks and we call for an update and the rudest salesman we’ve ever experienced stated that there was no record of any of our transactions or quotes. We have his numbers hand written on the document for the final price. Not only did they not order the material but now they are trying to charge us more because they “would’ve never agreed to something like this.“ We would’ve paid in full at the store, but we were told multiple times we will pay once the material gets in. Now they are making us wait missing our deadlines with our contractors and now they are stating they can’t agree to the price because there’s no way they would ever agree to that arrangement. The salesman is now playing like he has no idea what’s going on and is acting like he never met with us. This feels like the biggest bait and switch there is. Let me call you on a price today and when we call back in for an update, you’re going to quote me a higher price with no material order placed because you want more money. We want them to honor the price the salesman told us as we have budgeted everything per the contractor and the supplier. It is ridiculous to make a customer wait 3 weeks, one week past deadline, then want to charge more money then quoted and NO orders placed. This company needs to be investigated for its practices here.
Business response
09/13/2023
The customer has been taken care of. The customer received her grill. The customer is happy with the gas Appliance store and the manager ******.Initial Complaint
01/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 1/29/2022 I placed an order for a natural gas grill with Gas Appliance Service. The grill cost $1800. The grill was installed on 3/18/2022 and the grill was slanted to one side. I called 3 weeks later and they returned to straighten the grill. I recently had a gas leak in my furnace that required ***** to come out and fix. During their inspection, they found a leak in the gas line to the grill, capped it and red flagged it. I have been unable to use the grill since. I called Gas Appliance Service right before Thanksgiving 3/24/2022 to report the red flagged grill issue and was told the grill was put in the same place it had been installed originally but it was moved over 10 inches. The woman told me to have ***** email them a copy of the report. To date, I have not heard anything back from Gas Appliance Service and the grill is still unusable. I realize that it is winter but there have been days when the temperature has been in the 50's and 60's especially this month. ***** has since returned to see if the grill is still red flagged and stated it was dangerous. I would either like the problem resolved with the gas line being fixed or for Gas Appliance Service to come and get the grill and refund my money.Business response
02/10/2023
We did send the technicians out there and we fixed the lose fitting. We test fired it and the customer is very happy.
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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.