ComplaintsforHomeliving Fireplace Fashions, LLC
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Complaint Details
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Initial Complaint
01/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 11, I paid $11,047 for the installation of two gas fireplaces. One fireplace has been installed and is fine. The second fireplace is incomplete. It does not have a surround and the fireplace is not secured in place. Initially it failed County inspection. I was told when they "finished" the installations that the surround would be in soon and they would call me to install it. I never heard from anyone. I contacted them in December and I was told again the surround would be in soon and they would call me to install it. Again, no one contacted me. Finally on January 6 I contacted them once again. This time I was assured the surround would be in within a week and they would call me to install it. Once again no one ever contacted me. It is clear to me Home Living Fireplaces has no intention of completing the job since the job was paid in full up front.This company is a scam.They have not completed the job, the fireplace looks terrible.Business response
03/02/2022
BBB Response for *********************************** Complaint
On 11 September 2021 *************************************** purchased 2 gas fireplaces from Homeliving Fireplaces. One was a set of gas logs, and the other was a Direct Vent Insert. Both fireplaces required that new gas lines be installed to the fireplaces. The electrical connection for the insert fireplace was installed on 20 September 2021. The chimney liners for the direct vent insert fireplace were installed on 20 September 2021. The gas lines were installed on 22 September 2021. The electrical inspection was performed by the county on 7 October 2021 and passed. ******* lines were inspected by the county on 28 September 2021, and they passed.
On 7 October 2021, the gas logs and the direct vent insert fireplace were both installed. At that time, our technicians noted that standard trim piece (called a surround) that attaches to the direct vent insert to cover the space between the edges of the insert and the brick of the fireplace was not going to be large enough. They took down the measurements for a custom surround. The custom surround was ordered from the manufacturer the week of 11 October 2021. We were told by the manufacturer that it would 4 to 6 weeks for the custom surround.
As a result of some scheduling issues between the county inspection department and **.******** personal schedule, we were not able to get a final inspection scheduled until 19 November 2021. The gas logs passed the final county inspection. The direct vent insert did not the county inspector would not pass it until the custom surround was installed on the fireplace. We spoke to the manufacturer that same week who explained that the surround was not even scheduled for production yet due to some issues at their manufacturing plant.
On January 6th,2022, ****************** contacted us regarding the surround. We contacted the manufacturer and were told that it would ship the following week. The surround did ship the week of 17 January 2022 and arrived to us during the week of 24 January 2022. Our scheduling folks got ****************** on the schedule for a Saturday install on 12 February 2022. That date was not good for the customer, so we changed it to 15 February 2022. The custom surround was installed on that date. This completed our installation of the 2 fireplaces. What remains is to have the final inspection from the county. We had that inspection scheduled for 25 February 2022 a date that was suggested by ******************. However, no one was home when the inspector arrived. We are continuing to work with our customer to get this final inspection completed.
Most of this project was completed in a timely manner within one month. The part of the project that took over 3 months to complete was a custom surround. This was an item that was not under the control of Homeliving. We had to accept what the manufacturer was able to do for us. The project is now complete except for getting the final county inspection done and receiving the balance of our payment. We are dependent on **. ******** schedule to get the final inspection done.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.