ComplaintsforSouthern Enterprises
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Complaint Details
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Initial Complaint
12/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Like the other customers who purchased a Southern ********** electric fireplace, Product #FA5123, we are having the same issue with the insert. Error Code #** when we turn on the heat for the insert. After placing 3 calls to customer service and no response, and if you choose any other options from their recording, no one answers their phone. I have also tried other numbers found online, and no answers. We are now filing a complaint with the BBB. Fireplace was puchased on 11/2023 from ****** online and delivered to our ******. I did speak with ****** and they said I could return the entire fireplace, and go thru the whole process of ordering another fireplace. I want a new insert only. Thank you,Business response
12/13/2023
I apologize that we have been unable to reach you via a phone call, we are in the process of installing a new phone system that has been nothing but a problem. Due to the shipment going directly to the ****** store you will need to provide a proof of purchase that includes the date of purchase. Please email it to ********************************* once we have received it, we will be happy to send a replacement firebox.Customer response
12/13/2023
Photos of the insert with Error Code #** and the manual that came with it, and the PO#******.
Thank you,
***************************
Customer response
12/13/2023
Photos of the insert with Error Code #** and the manual that came with it, and the PO#******.
Thank you,
***************************
Customer response
12/19/2023
Let me know if you received the photos and I will also email them to the address you gave me.
As of 12/19, still no response from Southern Enterprise on the faculty insert for the fireplace.
Thank you,
***************************
Please let me know what more I can provide for you.
Customer response
12/20/2023
Hello,
On 11/2023, I ordered an electric fireplace on line thru Lowes. I picked up the fireplace from Lowes ********** #****. The PO# ******, Product number: FA5123. The fireplace was purchased thru Synchrony credit $595.00. First payment due on 12/21 for $53.71.
When we turn on the fireplace without the heat, the fireplace works, as soon as we turn on the heat, the fireplace insert, starts beeping and Code #** comes up on the screen of the fireplace insert. We must unplug the fireplace to stop the beeping.
I called the first time on 12/8 to Southern Enterprise and left word with Customer Services. No response. I called again on 12/11 and 12/12. I tried the other options from their phone number: ************, but the other options do not work.
I went on line and found that many other customers have had the same problem with this fireplace/insert, and have had to file a BBB complaint. All I want is a new insert. Lowes said I could return the entire fireplace, but Id rather not start over on purchasing a new fireplace, but getting a replacement insert.
As with the other customers, can you get me a new insert, and find out why they are not returning calls and servicing their customers.
Let me know what else you need.
Thank you,
***************************
************
PO# ******
Product Number #FA5123Business response
12/20/2023
SEI has spoken with ***** and the correct information as been provided in order to locate the original order in our system. A replacement FA5123 will be shipped out to the customer by the end of the day.Customer response
12/20/2023
Hello,
Yes, I finally heard from **************** on 12/20 from Southern Enterprises. She informed me that their phone system has not been working. SE will be sending me a replacement insert next week after Christmas, ****** stated.
Thank you for your help and have a wonderful holiday!!
***************************
Customer response
12/26/2023
I have reviewed the business response and accept this resolution.
Hello,
Yes, I finally heard from **************** on 12/20 from Southern Enterprises. She informed me that their phone system has not been working. SE will be sending me a replacement insert next week after Christmas, ****** stated.
Thank you for your help and have a wonderful holiday!!
***************************
Initial Complaint
12/11/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
After putting together fireplace and containment system, the remote failed to work properly even after battery was replaced. Called and left multiple voicemails with no return calls. Fireplace starting showing issues of not working properly about 3 weeks after purchase and calls to customer service all go to voicemail with no one returning any calls.Business response
12/11/2023
Hi *****, I'm sorry we have not been able to connect via a phone call, we are in the process of a new phone system, and it certainly comes with new problems. A replacement firebox will be shipping to you on Tuesday 12/12. If there anything else, we can help you with please email ********************************Customer response
12/11/2023
I have reviewed the business response and accept this resolution. However, 3 weeks of having new phones installed and nothing posted to your website or another alternate method of contact should have been posted.Initial Complaint
12/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased this electric heater mantle and double bookcase combo in Dec 2020. I purchased from *********** Unfortunately I cannot find the proof of purchase to send the company Southern Enterprises. I have been in contact with customer service and emailing back-and-forth. Their resolve was to give me a few dollars off of a new unit because they could not send me a replacement part. When I took the discount off of the new unit I was still going to have to pay $200. I dont feel like this is fair. My unit turns on and begins to heat and then as soon as the fan turns on the unit shut off and begins a horrendous beeping sound. For the amount of money that I spent on this unit, I was expecting the company to stand up behind their product, more than just one year of Parts.Business response
12/04/2023
Hello, this item was purchased from ***'s Club in 2020, the time comes with a 1-year limited warranty. Please try using some can air to clean the vents in the front and back of the unit as there could be dust on the sensors. If that does not work, you will have to purchase a replacement.Customer response
12/04/2023
I am rejecting this response because: I have already paid an electrician to come out and look at the electrical firebox. It has already had air blown in it. We need a new thermostat part. That part should not require me to purchase a whole new firebox! A new firebox is $250 plus and a new thermostat should be way less than that! I would have been fine with a replacement part, a replacement heater, or better resolution. The unit in total cost me over $600 and 1 year warranty is unacceptable! I will be sure to go leave negative reviews anywhere I see this product sold. This is truly not fair to the consumer!Business response
12/05/2023
I do apologize but as previously stated, this item has a limited 1-year warranty.Initial Complaint
11/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a SEI FA5123 fireplace as part of a mantel set and it has been used 3-4 times and now it constantly beeps after one minute of use. This is unusable at this point and needs to be unplugged.Business response
11/28/2023
Hello, the original until was purchased in July 2019 with a 1-year limited warranty. The customer can try cleaning the unit with a can of air to see if the sensors are dirty. If that doesn't work the customer will have to purchase a replacement.Initial Complaint
11/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have a fireplace model FA5123, and I also get constant beeping with error code and smell like several other consumers. I purchased in *****, and also use infrequent but have the same issue.Business response
11/21/2023
Hello,
The item is still under warranty and a replacement will be shipped from our PA warehouse by the end of the day.
Thank you,
***************************
Customer response
11/21/2023
I have reviewed the business response and accept this resolution.Initial Complaint
06/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased the firebox as part of a fireplace mantle setup from Bed ************* (Order No. CBS9072097492). Im experiencing the same issue as other people on this page - constant beeping, error 88, no heat, as well as burning smell. The fireplace has been used very little, and the failure is surprising.Business response
06/02/2023
Hello,
We do not ship directly to ****** so we do not have a record of the original order, could you please send a copy of the proof of purchase? We also need to you try to clean the unit, please use a clean of compressed air and blow it into the vents the sensor could very well have dust on it which will cause the error and beeping on the unit.
If you are unable to attach the proof of purchase to this complaint, please email it to ******************************** ATTN: ******
Thank you,
******
Business response
06/02/2023
Hello,
We do not ship directly to ****** so we do not have a record of the original order, could you please send a copy of the proof of purchase? We also need to you try to clean the unit, please use a clean of compressed air and blow it into the vents the sensor could very well have dust on it which will cause the error and beeping on the unit.
If you are unable to attach the proof of purchase to this complaint, please email it to ******************************** ATTN: ******
Thank you,
******Initial Complaint
03/12/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased this unit in January 2019. This unit has been kept in the basement apartment attached to our main house, and used minimally as it is only used when out of town guests come to visit us, once or twice a year.This unit has started overheating and beeping incessantly within one minute of turning it on now, suddenly out of the blue. after ********, I confirmed this is a common issue with other people who have purchased the same unit.I called the manufacturer and they told me we were simply up the creek as far as the money we spent, there was no trouble shooting they could help us with, there was no replacement they could send us, and then suggested we purchase another one. Seeing as how this unit is faulty and multiple other people are experiencing the same issues with no resolution, I don't not believe the manufacturer should be allowed to keep this product on the market. (Or at least they could attach a disclaimer that states customer will spend hundreds of dollars on it, a few hours to assemble it, and after low to moderate use the product will completely fail and Customer will be left with a useless piece of junk. Ideally, I would like a refund or a non-faulty replacement.Business response
03/16/2023
Please note that our product comes with a 1-year limited warranty. We will make a 1-time exception and send you a replacement and the item will not be warrantied as the original item is 3 years past the original warranty date.Customer response
03/17/2023
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
03/04/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered an SEI fireplace via ******* a couple months ago for my new home. Had previously purchased exact same one about 2.5 years ago with no issues. Suddenly the heat has stopped working and the unit gives a continuous beeping sound so I am unable to use it. I see that this seems to be a common issue, yet the product continues to be sold with no recall or fix. I appear to have a defective unit and am hoping that I will be able to receive a replacement for the insert so that I am able to use the product fully. Thank you.Business response
03/06/2023
The order is in our system under *************************** and it under warranty. A replacement firebox will be shipped out on Tuesday 3/7, please cut the cord on the original item and dispose of it when you receive your replacement.Customer response
03/07/2023
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your help and your response. It is much appreciated.Initial Complaint
02/27/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased the fireplace from Lowes on December 3, 2020. It started giving code 88 in January, 2023 and would only stop by unplugging the unit. My husband called SEI and was told it was outside of warranty and we would have to buy a new one. After reading all of the same issues here, it seems the unit is defective and the manufacturer knows that.Business response
03/03/2023
A 1 time replacement will be shipped out on Friday March 3rd, the replacement will not come with any additional warranty.Customer response
03/07/2023
(The consumer indicated he/she ACCEPTED the response from the business.)
Replacement was received.Initial Complaint
02/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased my eclectic heater insert about 1.5 years ago and was using it every other time not too often but now the system is beeping after about 3-4 min of being on. It flashes 88 and start beeping with no heat coming out. This is very disappointing as this model was rated high and that is why I purchased it. My model# is FA5123Business response
03/23/2023
Business Response /* (1000, 5, 2023/02/21) */ There is no order in our system where we shipped a firebox to ***** Thames at zip code XXXXX, please provide a proof of purchase and if it was bought through one of our retailers, we will see what we can do to resolve the issue.
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Contact Information
Customer Complaints Summary
25 total complaints in the last 3 years.
5 complaints closed in the last 12 months.