ComplaintsforNorth Country Fire

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good morning, my husband and I remodeled our master bedroom and bath almost 2 years ago and went online looking for a indoor VENT FREE double siding fireplace. We came across North County Fire and purchased the Boulevard 60- inch linear VENT FREE Fireplace . We found a fireplace that we liked and ordered it. The fireplace and supplies were alost $7,000. This winter the fireplace wouldn't turn on so I called So *************** to check the unit.We were immediately RED TAGGED. The tech stated that this was not an approved unit for the state of CA. The tech also tested the unit and stated that we are poisoning ourselves when the unit is on due to all the gas being released into the indoor space. I immediately went back to the website to see if we had made a mistake or if there was anything stating this unit couldn't be used indoor or sold in CA and found nothing. I screen recorded the site before calling in to be sure I had evidence to prove there was nothing stated on this site. I immediately contacted NCF on 1/8/24, the gentlemen I spoke to said this unit is NOT approved for indoor use in CA and normally when any unit is being sold in CA that is not approved for indoor use in that state, the customer will get a call before shipping to be warned (which we did not).I was then transferred to *** and explained my situation. *** said they would help with the removal and replacement of the unit and was very apologetic. He asked me to have a local fireplace company come out to inspect and give me a price. After having a fireplace company out and sending *** the quote, he told me he wouldn't help and blamed us for having the unit installed. We had a New Brick wall designed to fit the exact dimensions of this unit and was told not only did the unit need to be replaced but the wall would need to come down and rebuilt.

  

  Business response

  03/20/2024

  Thank you for bringing your concerns to our attention. We understand and regret the confusion and frustration that *** have arisen due to the varied communications from our team regarding support and potential discounts. It's clear that there were misunderstandings about our commitments and the nature of our post-purchase support.
  
  In reviewing your case, we've found that the guidance offered by some of our team members did not fully align with our established Terms of Service. We recognize that our employees often go above and beyond our standard policies to assist customers. However, these additional efforts are not guaranteed services. In this instance, it appears the distinction between standard policy and additional efforts was not made clear.
  
  An important aspect of our policy, which is crucial in this context, concerns product installation and compliance with local building codes. Our Terms of Service, complemented by additional policies, clearly state that while North Country Fire strives to offer accurate product descriptions and specifications, "the responsibility to ensure that any product is suitable and complies with local building codes and regulations ultimately rests with the purchaser."
  
  This policy underscores that, although we endeavor to provide helpful information, the verification of product suitability for specific installations and adherence to local regulations is beyond our scope. It's vital to highlight that vent-free fireplaces are designed to be safe and efficient when used as directed and in accordance with relevant regulations and guidelines. Their installation and use are subject to specific safety standards and local codes, which must be diligently followed by the purchaser.

  Building codes can vary widely across the country and are determined at multiple levels, including municipal (city or town), county, and state levels. Each of these levels can have its own building codes and amendments to national codes, such as the ************************************ (NFPA) and International Building Code (IBC).
  
  ***************** is made up of over ****** cities and towns, more than ***** counties, and *********, each potentially having its own building code jurisdiction. This means there could be thousands of different building code jurisdictions across the country. Additionally, some jurisdictions *** adopt state-level codes without modifications, while others *** have extensive amendments or entirely separate codes, reflecting local needs, climates, and hazards.
  
  We recognize there might have been instances where our agents, out of courtesy, have reached out to customers to notify them about potential issues with their selections, especially regarding vent-free units in **********. However, this practice is an additional service, not a guaranteed check. We sell our products with the expectation that they will be used responsibly and in compliance with all applicable laws and guidelines. Our ability to inform or restrict purchases based on presumed installation locations is limited. The sale of a unit does not imply knowledge of or responsibility for the intended use or installation site.
  
  As previously discussed, we are prepared to offer a significant discount on a compliant, direct-vent replacement unit. We have finalized a 30% discount on this replacement to assist in alleviating some of the inconvenience caused. Please understand that this offer represents the full extent of assistance we can provide under the circumstances.
  
  Our commitment to customer satisfaction remains strong, and we continue to strive for clarity and support to the best of our abilities. We hope this solution is a step towards resolving the situation and apologize for any misunderstanding our previous communications *** have caused.
  

  
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a gas fireplace that was supposed to come with a remote control on December 29, 2023. It is ORDER #NCF******. There was no damage to the box when we inspected it on arrival. As we unpacked the contents in the fireplace with the contractor the inner package was ripped open and contained batteries but no remote. --I contacted the company through chat on their website and Ana tried to help me. --Ana and I texted several times after the call. She told me a missing items claim had been filed with their warehouse. --When I asked for an update a week later I was told the warehouse was looking into the case. --After several days of no additional update I called on 1/31/24 at 4:40 pm eastern) and spoke to Ana again. I was told they would have a resolution by end of business that day. I also asked if there was a way the gas fireplace could be turned on without the remote so our contractor could test and sign off on the installation. Ana told me she would check with the tech and get back to me. --After hearing nothing I called at 11:55 am the following day and was told they were still looking into the matter. I asked what the next step needed to be and was told they would contact a supervisor and get back with me before the end of business on 2/1/24. --After hearing nothing I called back on 2/1/24 at 4:48 pm to get an update. Ana said she was getting the same answer from the warehouse that they are looking into it and there was nothing that could be done except to wait. I feel that I have done my due diligence and waited long enough. I received the fireplace in 3 days, but can't get the remote that it should have come with in a timely manner. We cannot finish up our construction until we are able to test the system and need the remote to do this. Please help me resolve this issue.

  

  Business response

  02/06/2024

  ******* *****
  BBB COMPLAINT RESPONSE
  
  Dear BBB and ***** ******,
  
  I hope this message finds you well. We would like to extend our sincerest apologies for any inconvenience ***** has experienced during this process. We take her concerns seriously and appreciate her patience while we resolved the missing remote control for her Empire Tahoe 36 Direct-Vent Gas Fireplace.
  
  Firstly, it's important to clarify that the Empire Tahoe 36 Direct-Vent Gas Fireplace is indeed designed to include a remote control. However, on rare occasions, discrepancies occur during the delivery process, leading to missing items. When such situations arise, a comprehensive process involving our warehouse and the Manufacturer is initiated to resolve the issue efficiently. We acknowledge that this process took longer than expected, and we understand *****'s frustration during this time.
  
  We have used *****'s case as a valuable learning experience for our customer support agents. Going forward, we will ensure that homeowners are well-informed about operating the fireplace without the remote, as outlined in the installation manual.
  Regarding *****'s dispute of $4,108.50, we would like to clarify that she has received the fireplace and had it professionally installed. The missing remote control is covered under warranty, and we have taken all necessary steps to expedite its replacement at no additional cost to *****.
  
  We genuinely regret that the resolution process took longer than usual due to the high volume of warranty claims during this busy season. However, we want to emphasize that we maintained responsive communication with *****, assuring her that we were diligently working on her case. This can be proven in the “Timeline of Communications and Screenshots” PDF herein.
  
  In the meantime, we also want to highlight that there is a way to operate the fireplace without the remote control, as detailed on Page 47 of the installation manual. *****'s licensed installer would have been aware of this feature and could have used it to complete the installation and testing of the fireplace.
  
  We are pleased to inform you that *****'s claim has now been successfully processed, and a replacement remote control has been shipped via UPS, with tracking number ****************75. It is estimated to be delivered today, February 6th, by 7:00 PM.
  
  Our commitment to customer satisfaction remains unwavering, and we are dedicated to ensuring the flawless delivery and performance of all our products. After the remote's delivery, our team will reach out to ***** to ensure its proper setup and usage.
  
  We trust that this comprehensive response provides clarity on the steps taken to address *****'s concerns and that the replacement remote's imminent delivery signifies the resolution of this issue.
  
  Thank you for your understanding and continued support. We consider this matter resolved from our end and look forward to confirming *****'s satisfaction with the remote's functionality.
  
  Warm regards,
  The Team at North Country Fire 
  
  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered Empire Carol Rose fireplace on line order number NCF #14011. It was delivered damaged and North country fire will not replace or refund. They have offered to replace fire bricks, but fireplace expert Tim G******* of Arizona fireplaces advises against installing damaged unit as it poses a risk to fire and leakage. I will gladly accept a new in-tack unit or a refund if they cannot provide. Thank you, ******** ******* *** ********

  

  Business response

  05/25/2022

  North Country Fire's damage and replacement policy is that all freight shipments must be inspected fully before signing of on the delivery. If any concealed damamge exists, North Country Fire must be notified within 48 hours as that is the timeframe that we have to open any claims. ******** ******* notified that the unit was damamged well after this timeframe and also told us that she did receive the email instuctions that we sent to her with this policy. At that time, we told her that North Country Fire would do everything that we could to get her a replacement sent out, but that we also could not promise this as the 48 hour window was well past. After much effort, North Country Fire was able to get a replacement sent out to her (at no charge). As seen in the first attached image, ******** was very thankful for our efforts. We have also attached confrimation that her replacement fireplace was delivered on 5/19/2022. 

   

  At this point, North Country Fire considers this issue resolved, as does ******** *******. We have also told her that if any further issues arise with her fireplace, to please let us know so that we can take care of it.

*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. ↩