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Business Profile

Fireplaces

Fashionable Fireplaces

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/04/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    New fireplace installed last spring. It would not start now. I did all they told me to. Got an appointment 4 weeks out but they came today. Called me a .... liar that I did not cause the issue along with a few other expletives. Charged $159 to supposedly turn a knob that they said I turned. They were here 5 minutes. Wouldn't provide service of cleaning like they were supposed to. The son of the owner got verbally abusive. I considered calling the police when he was standing in my garage after I asked him to leave my house. He really frightened me. People should be very careful about using these people. At the very least there should be a service call charge when they are only here 5 minutes when they did not clean the new fireplace. Or no charge at all since they were already in the area. No receipt was given. I had cash ready to tip them for coming so quickly. But not when they verbally abusive. BBB should put these people on the do not use list. I have never by fearful of a contractor before but I sure was today. They were rude when I called. Supposedly customers aren't allowed to combine about the money they spent and then not get good services.

    Business Response

    Date: 10/07/2022

    It's great how people can lie and it's great how people think because they bought something that they should get service for free.  We told her if it was a manufacturer defect she would not pay, and if it was operator error she would have to pay as it costs money to do business which she agreed to. We originally scheduled her a few weeks out but decided to take care of her immediately and squeezed her in even thought it was a few weeks wait but now we're sorry we did that.  Just because you bought a fireplace from us doesn't mean you own us.  Anyone who calls our office knows we are very respectful.  When she called she immediately started cursing about the fireplace and when I was trying to explain to her about the issues she wanted none of it and kept saying she wanted us there immediately.  She told the technician to get the **** out of her house and he did so with no disrespectful response to her like she said. Anyone who uses our services knows we are very respectful and anyone who knows her knows her demeanor and that she's the problem. I wish her luck in finding a company that will deal with her attitude.

    Customer Answer

    Date: 10/07/2022

    Better Business Bureau:
    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    At no time during the appointment  did i swear at the technician.  I asked the technician to leave when he started swearing at me.   the owner of the business is living about this.  The technician, his son, was the one who was threatening  and swearing words I will not repeat.     is son is telling lies.  

    I did tell them that having spent $7500, I expected customer service to be much better.  That is when the swearing started.   

    My complaint is the customer service .  But that is a huge Part of  any business. Potential customers  need to be aware that this business does not that customers respectful.  I was called a number of names that no one should have to be by any business.   This business' rating by BBB should be a F.  Customers should know that before choosing this business.

    Regards,
    ***** *****

  • Initial Complaint

    Date:09/23/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had an unhappy exchange today with your employee sent to make repairs to my fireplace and he left in rush after insisting I pay above what had been quoted to me on the phone. This was before he had done any work on the unit. The misunderstanding was very unfortunate for both of us I'm sure but I found his behavior quite unprofessional and his manner very rude. More importantly, I am unable to locate my remote control. If it left with the employee I would like it returned. If that is not what happeded ask him where he left it or replace the remote control. He also left a part of the unit outside my home, which again speaks to a complete lack of professionalism." This was the email I sent the day of the incident, 9/21/22. The owner called me the next morning and was very rude, shouted and yelled and denied everything while implying that if I did not pay the service charge I would not get the remote back (if they had it) Since I would not be heard I hung up on him. 

    Business Response

    Date: 10/13/2022

    Fashionable Fireplaces has done no work at this address, we have no idea what this person is talking about.   

    Business Response

    Date: 10/14/2022

    That response is so ridiculous, we did no work in her house and wouldn't because she called and said that the last person or party who worked on her fireplace cut wires and it didn't work and we told her there was nothing we could do for her and as far as her remote goes, judging from how angry and vindictive she seems to be she must've misplaced it, was angry that we wouldn't service it and decided to place blame on us therefore, we will not replace the remote when we had nothing to do with any of this. Maybe the person who previously did work on her fireplace has the remote. Fashionable Fireplaces has never serviced this fireplace nor did we install it.   

    Customer Answer

    Date: 10/17/2022

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ***** ********* 

Fashionable Fireplaces is NOT a BBB Accredited Business.

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