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
11/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The fireplace installed has been acknowledged to be a lemon by the owner ***** and ***. It took a few years and number its attempts of replacing parts at our cost and paying for service calls every year to come to this conclusion. The last service call resulted in leaving pieces of the fireplace in the floor and being given a supposedly temporary solution to unscrew the glass to get the unit to work each time we use it. This was last January. Since that time I have followed up every 2 weeks with ***. He did come out the beginning of the summer and stated he would be asking the manufacture to replace the unit and provide copies of the correspondence. We have received one email to show the manufacture was contacted. *** stated ***** has an excellent relationship with the manufacture. I have texted *** every 2 weeks all summer. He reads the text and either doesnt respond or occasionally responds with an apology of how busy he is. Here we are facing another winter. We unfortunately have to file this complaint and take documentation to small claims court in order to have working heat in our home since we first bought it.Business response
11/10/2021
do to COVID it has *** hard to get parts and to get a service tech in from the manufacturer. we are scheduled to come out and look at the venting before the factory tech shows up next month. we are working with the homeowner to get her fireplace working.
*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
Contact Information
300 NE 34th St
Oklahoma City, OK 73105-4020
Business hours
Today,Closed
MMonday | 9:00 AM - 5:00 PM |
---|---|
TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 9:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 5:00 PM |
FFriday | 9:00 AM - 5:00 PM |
SaSaturday | 10:00 AM - 2:00 PM |
SuSunday | Closed |
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.