ComplaintsforBlue Ridge Appliance & Hearth, Inc.
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Complaint Details
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Initial Complaint
01/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Gas logs installed in October after a long wait. Has never worked more than 14 minutes since installation. Have called many times let many messages with person answering the phone for owner ******* to at least call me back, he has failed todo that. He shows no desire to ***************** or getting a $3600.00 set of logs working. His original installers had no idea how to install the logs so they would work, he came by about 2 or 3 weeks later on a Saturday will his wife and Kids in the car on his way to Santa Land and worked on it for about 20 minutes. He left they quit working 14 minutes after he left. No contact since October! Since ******* wont talk to me tell him Im not going to give up. I called the Superior factory they have not been able to resolve problem either!Business response
01/20/2023
We checked your unit on October 23. Fireplace control needed to be synced with the Remote. Instructed customer on operations. Ran the unit and let the customer use the remote to clarify on how to use the fireplace. Instructed not to push the reset button or the burner would have to be re-synced. The customer called back saying the burner had little flames and could not get the burner to turn on. We called to set up an appointment at which point the customer stated that he had called the manufacturer and they would be sending a factory Representative. We were notified by the Rep when he would be going to check the unit. He stopped by our store the day he was going to visit ****************** residents and picked up a log that was needed. We discussed the issue with the Rep. before he left to head off. The Rep. called us and said he had simplified the remote function so the customer could use the remote and all operations were good with the fireplace.************** called later saying it was not working again. We instructed him to call the manufacturer to address the issue with them and see if they would offer any remedy. This is how we left the conversation with **************.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.