Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I paid $3365 to Dayton Fireplace on 2/18/21 for an indoor gas fireplace, including installation. In December I noticed a significant amount of cold air infiltration leaking into the house around the unit. On December 29th I left a message reporting the problem. After no return call, over the course of several weeks I repeatedly called for a resolution. Over the course of many phone calls and emails they finally sent out a technician to seal some of the air leaks on February 2nd. However, there was still significant air leaking after the sealing and I requested that the main vent also be sealed. I was assured that I would be contacted by the service manager for final resolution. After several more follow-up calls, I was assured the service manager would call me by the 13th. It's now been 7 weeks since I initially reported the problem. It's holding up my home addition project with no end in sight. Either they can correct the air leak problem within the next couple of weeks, or I want a full refund for the flawed unit. I have full records of the dozens of outgoing call attempts to contact the business. They rarely answer their phone and never return messages. I also have video evidence of the air leakage as well as a message from the manufacturer confirming the air leak isn't normal. I believe the unit wasn't installed properly as I had to seal vent connections per the installation manual.Business response
02/24/2022
We were informed of the customer complaint and at the time of the complaint, we went directly to the manufacturer to see how they wanted us to proceed. They unfortunately did not get back with us in a timely manner. We finally received feedback from manufacturer. We then went out on February 2nd to look at the unit. The technician solved some of the issue of the air leakage at the top. There was still some air leakage and we have had a date of 2/24/22 to go back and hopefully seal the rest of the small air leakage..Business response
03/24/2022
The customer wanted us to seal all seams of venting, this is what is did. The excess sealant will not have any affect on the fireplace and venting. This was done at the homeowner's request as this is not required by the manufacturer. The termination cap should not come off. There is no cleaning needed or required on gas fireplaces so there is no reason for him to have to take the termination cap off. The customer called and emailed his concerns and we had our service department call him to explain the above. This information above was relayed to him with a message trying to get a hold of him. We told him if for some reason if termination cap ever needed to come off, we would come and do this. He has not returned are phone call.
Sincerely,
Dayton Fireplace Systems
Customer response
03/25/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *******
*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. ↩
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. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.