2 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Kenneth K
1 star01/08/2024
AWFUL This whole experience has been awful. My fireplace arrived damaged and the company is dragging its feet on sending a replacement. It’s delaying my project by weeks now. Customer service has made mistakes and barely communicates. I now have to fight this with my credit card and the Better Business Bureau. UPDATED 1/8/24 The company's response to my original posting is a joke. They refused to replace the unit and the fixes that needed to be made were inaccessible. The company's solution was to have my installers "Zoom" with their tech support to make the fixes. HORRIBLE. In addition, my installers had to take apart the entire unit and were unable to access all of the parts they needed to access. I would never purchase from this company. I now have to dispute this with my credit card company.North Country Fire Response
01/12/2024
Dear ***, Although our favorite reviews are positive, our bad reviews are the most important to us because it gives us a chance to address these statements in an open forum, and hopefully benefit our future customers. We sincerely appreciate you taking the time to update, and continue to write your reviews. In the realm of freight delivery, the unfortunate reality is that damages can occur during transit. We strive to minimize these instances, yet they are sometimes unavoidable. Prompt identification of these issues is essential for swift resolution. Following the review of your case and the images you provided by our technical team, it was determined that a complete unit replacement was not necessary, and in fact, was an installation issue made by your team. To facilitate the dispatch of the appropriate replacement parts, a thorough troubleshooting process was required by the manufacturer. Regarding the delay in processing your claim, we acknowledge that the incorrect order number you initially provided contributed to this setback. While we understand this was an inadvertent error, accuracy in such details is vital for expediting resolutions. Our team is committed to effective communication and resolving conflicts diligently. However, cooperation from our customers is fundamental to achieving satisfactory outcomes. The correspondence from our staff clearly demonstrates our dedication to your satisfaction and our efforts to gain your trust throughout this process. Multiple representatives have attempted to relay this information, including our technical specialists, but we still have not gotten the information we need to help with potential replacement parts, again, if that is even necessary. The last time we heard from you and your general contractor was 1/5/2024, which resulted in your contractor hanging up on us after threatening to file a chargeback. Since then, we have called you, and K****, 4 times last Friday, and twice today (when we reopened) with no response. The next thing we hear from you again, is an update to this review, and another threatening email. We’ve sold thousands of units to satisfied customers, and we’ve had our fair share of issues in the process, and we’re always working to improve our process, but we’ve been doing this for a long time, working with experienced installers, and service technicians is paramount. We’re typically able to work with these experienced installers, and quickly rectify issues when they come up. These units require installation. The whole reason why we have dedicated installers and service technicians, just like the furnace in your house, if something breaks you do not replace the entire furnace. These fireplaces are similar. If there is a faulty or damaged part, the technician simply replaces the part. We empathize with the frustration that delays can cause. It is imperative that we maintain a collaborative, calm, and professional approach to resolve this effectively and efficiently. We have consistently been willing to work through these challenges with you and remain available for resolution, but it does not help that the only communication we have received from you, and your contractor, is of a threatening nature, along with your unwillingness to help us identify the issue with the actual fireplace. However, it's important to note that once a chargeback is filed or reports are made to external bodies like the BBB, our ability to assist is significantly restricted. Our goal is to resolve this issue amicably and efficiently, but such actions can limit the support we can provide. We remain hopeful for an opportunity to rectify the situation in cooperation with you. Warm Regards, The Team at North Country FireReview from Brian A
1 star01/06/2024
Northcountryfire.com advertises log set packages with burner, and everything you need to install the unit, and then only sends you the “log set” saying the rest is not included and is a mistake on our website My experience: Oct 25 –spoke with rep Steve J****** re. Majestic 6-piece Refractory Cement Log Set with Burner - SKU:VDY24/18D3R, Regular price $409.00 USD Website Description (still active today): https://www.northcountryfire.com/products/majestic-duzy-3-logs-vdy24-18d3r-6-piece-refractory-cement-log-set-for-vdy24-18-18-rear-log-for-narrow-back-fireplaces Oct 25th - Steve sent quote Oct 26th - asked Steve for a list of included items, he reached out to his manager and provided a list that matched the website description above: Hi Brian, I also dug a bit further into the manual and this is the full list of what is included: BURNER - GRATE ASSEMBLY 24/18, 30 •Burner and Grate Weldment Assembly •Lava Rocks (2) •Glowing Embers (Rock Wool) •Damper Clamp •Installation /Operating Instructions •Masonry Screws (2) •3/8" Aluminum tube with 3/8" 90° elbow, 1/2" to 3/8" tube fitting CERAMIC FIBER OR REFRACTORY CEMENT LOGS 24/18, 30 •Individual Logs •Installation Instructions I hope that helps! -Steve Steve J****** Customer Support Specialist Oct 26th - confirmed order thru link Order arrived with only log set Followed up 12/07 to ask where the rest of the materials listed were (burner, Pezio etc), and was assured by cust rep Dave T***** that they would look into this and get back to me Now 5 weeks later, I’m told the website was incorrect and only the log set, no other items were included with this order. I was offered a 5% discount for my inconvenience on the items that the website/rep said was included Clearly, this was not communicated to me from the beginning and the website (which David said was wrong and was changed) still lists the entire package for the price of $409 Northcountryfire.com is guilty of fraudulent business practices - beware.
Customer Review Rating
Average of 2 Customer Reviews
Contact Information
Business hours
Today,9:00 AM - 7:00 PM
MMonday | 9:00 AM - 7:00 PM |
---|---|
TTuesday | 9:00 AM - 7:00 PM |
WWednesday | 9:00 AM - 7:00 PM |
ThThursday | 9:00 AM - 7:00 PM |
FFriday | 9:00 AM - 7:00 PM |
SaSaturday | 10:00 AM - 6:00 PM |
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
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.