ComplaintsforNorth Country Hearth and Home LLC

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March of 2023 Shane from Hearth and Home came to my house and looked at my propane fireplace. He said it needed new parts. He ordered the parts for me. On 04-10-2023 Brennon the technician from Hearth and Home came and installed the new parts. There was a really bad smell and he said it needed to burn off and then it would go away. The smell continued even when we had the pilot light on. I had to shut the pilot light off. I started the fire place up again in September and at that time I found screws in the fireplace that were never put back into the pilot assembly. The smell was so bad again I called Hearth and Home and said I needed it looked at again. On 10-26-2023 Brennon came back out to look at the fireplace and said I had a gas leak. It was due to the tube he pinched by mistake and the screws not being in correctly. He fixed the fireplace again and I was charged $202.50 cents for his mistake. I called Hearth and Home and said that wasn’t right as it was his mistake. I received a sticky note in the mail from Wendy the owner and my check that had been voided. The note stated I hope you get better service elsewhere. After the fire place was fixed for the second time in October we still continued to have a really bad smell. I had to get another opinion as I didn’t trust that the fireplace was fixed correctly so ******** ******* came out on 01-08-2024 and the technician started going through the fireplace and immediately noticed a gas leak. ******** fixed the gas leak. Then he said they put the wrong pilot assembly in our fire place and that was also causing a gas leak. All together this went on for 10 months and I have never been through so much stress or frustration as I did with this situation. I had to have all the correct parts put in again. I am asking for a refund in the amount of $594.91. The total bill I'm attaching was for $774.90. I am keeping the remote control that was for $180.00. I can return the wrong pilot assembly if needed. Thank You.

  

  Business response

  01/16/2024

  In April of 2023, my technician Brennon, (NYS certified).  Brennon did an annual cleaning of the unit and did a service on the unit.  We did charge the customer but once she voiced her unhappiness with the service, I fully refunded her and expressed my apologies and which her better luck with another company that could better suit her needs, since we did not meet her expectations. The fact that the customer is stating that our competitor ******** ******* is stating that we did something incorrectly and installed the wrong part, I would request the report from ******** ******* Owner stating such. Not just the invoice of what they did, an actual letter stating what was done wrong or incorrect from us. 

  Customer response

  01/23/2024

  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. I have attached one more letter from the owner of ******** *******. I see this is going to go no where. I do want to state that after my fire place was serviced in April I was told there would be burn off smell. I was not familiar with burn off and a gas leak that I was left with. I would not need to run the fireplace in the summer so then when I turned it back on in September I called your business right away but had to wait for an appointment in October.  I was not only left with 1 gas leak but the second time around I was left with a gas leak again.  Maybe it doesn’t matter to your business leaving customers with gas leaks but this is a big deal to me.  I am also not asking for a full refund I'm asking for a return with the incorrect part that was installed and the labor charges.  I’m asking for 594 dollars and if all of this work was done correctly I wouldn’t be going through all of this.  At this point if you aren’t going to refund me just tell me.  This has consumed me more than I can deal with and need it over with.  9 months this has gone on for and you do not take care about taking care of your customers. Regards, ******* ******

  

  Business response

  01/25/2024

  If we installed the wrong part, I would totally have no problem refunding that part. But, as you can see in the documents I have sent over previously, including your owner's manual and the replacement parts list for that unit, we did NOT install the incorrect part.  So that is the discrepancy, you are getting incorrect information from ***** ******* who is not a trained or certified technician with ****** Industries.  If you chose to not believe us, then I would recommend calling the actual manufacturer ****** Industries, yourself and get the answer directly. in which they will tell you the same thing that I am telling you.  I understand you are upset because you are paying for a part, that ******** took out, but they should not have, there was nothing wrong with that part, it was the correct part according to the manufacturer.  ****** Industries is the Manufacturer of your unit.  The best number to reach them is ###-###-####.  If you can't get ahold of anyone, I can email them and see if they can send a letter to you, stating that the correct part was installed as well. Let me know what they say?  

  Customer response

  01/31/2024

  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 I have mailed you back the retro pilot Assembly sit part that did not work in my fireplace. I have asked for a refund for at least the part of $235 plus tax. If this part was correct then the tech should have been able to connect the valve end tight so there wasn’t a gas leak. I couldn’t call you back for the 3rd time to try to fix it correctly as I was told you hoped I have better service elsewhere . After 2 service calls it still wasn’t fixed. If you want to call me after you receive the part I would be happy to hear from you. ###-###-####. I can’t attach the video of the gas leak as it is too large to download.  Regards, ******* ******

*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. ↩