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Buy The Fire is a family owned business specializing in selling, installing and servicing pellet, wood, gas, coal and electric heating appliances, chimney sweeping and inspections, relining chimney systems. There is a retail showroom
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A BBB Accredited Business since
BBB has determined that Buy the Fire meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Buy the Fire include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||4|
Type of Entity
Business ManagementMs. Diane M Ferry, Owner Mr. Donald Ferry, Co-Owner
Number of Employees
FIREPLACES CHIMNEY RELINING GAS-PROPANE CHIMNEY CLEANING STOVES-WOOD, COAL, ETC. FIREPLACE EQUIPMENT-WHOLESALE & MANUFACTURERS All Other Specialty Trade Contractors (NAICS: 238990)
Products & Services
Buy the Fire sells the following brand(s): Dutchwest, Empire, Heat&Glo, Heatilator, Quadra-fire, St. Croix, Vermont Castings
Buy the Fire offers the following product(s): Accessories, Fireplaces, Greenfire, Hampton, Hitzer, Inserts, Liners, Piazetta, Regency, Stoves
Method(s) of PaymentCash
Refund and Exchange PolicyThe business states they have a re-stock fee of 25% on all non-stock products within 30 days of purchase or order. No refunds on parts or fuel.
Alternate Business NamesChimney Sweep Installations, LLC
Industry TipsHiring a Chimney Cleaner
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: On 3/12/12 I ordered part #******** for $66.00 plus $12.00 for S&H. Gave the lady I talked to a Discover #. I was told I should expect in 3 days by Fed. Gave them a usual 10-12 business days since I thought 3 days was out of line. On 4-5-12 Thursday - part had not arrived yet. Called 11 am our time left message on their answer machine with phone #'s. At 2pm I called again and talked to a male - was told he would check into and call back yet that day - He did not call - I called again on Friday 4/6 approx 9 am - talked to a lady - she apologize again - told me she should have called and let me know - told me part was out of stock but part was shipped on day before - April 5th and I could expect mid week next week - around 11th -12th. Part had not arrived. Gave them the usual 10-12 business days to ship - called again on Friday 4/27 and talked to a male named ****. Apologized for problem and told me he would
Desired Settlement: I would like the part delivered and not be told a false story. If you say you will call - call - I have voice mail on both the house phone and the cell - leave a message please
I misplaced the customer information. I tried to call her back but the telephone number I had was not in service. She gave me an 800 number. I would like to take care of ****** and feel badly. We do not typically do internet sales, but I was trying to help her out. I will send the part out at no charge for shipping or for the part if she would like. But I do need her shipping information and part number again. I did not charge her credit card.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.
BBB's Final Determination: Consumer accepted resolution offered by the business.
|2/10/2012||Problems with Product/Service | Complaint Details Unavailable|