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Find a Location

Superior Stone & Fireplace, LLC has 1 locations, listed below.

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    Business ProfileforSuperior Stone & Fireplace, LLC

    Fireplaces

    Current Alerts For This Business

    Alert:
    Information involving Superior Stone & Fireplace's advertising is included in this BBB Business Profile.

    Additional business information

    Advertising Review:
    In November 2021, BBB contacted Superior Stone & Fireplace concerning its advertising. 

    Connecticut state law requires that every contractor include his/her Home Improvement Contractor (HIC) Registration number on its advertising in all media and business documents. BBB suggested that the business add its HIC number to its website, future ads, and all its advertising to become compliant with Connecticut State Law. The business did not reply and, to date, has not added its HIC number to its advertising.

    Its website states "We Are Connecticut's number one fireplace store." Because statements such as this can be proved or disproved, consumers may try to verify this status by looking for data to confirm how the number one ranking was determined. Such statements require substantiation.  BBB requested the business substantiate or modify the claim but did not receive a reply.

    See all additional business information

    At-a-glance

    Customer Reviews

    1/5stars

    Average of 1 Customer Reviews

    Customer Complaints

    1 complaints closed in last 3 years

    0 complaints closed in last 12 months

    Customer Reviews are not used in the calculation of BBB Rating

    Reasons for BBB Rating

    Overview

    Superior Stone & Fireplace, LLC offers the sales, installation, and service of fireplaces, wood and gas stoves, pellet stoves, and gas inserts.

    Business Details

    Location of This Business
    3876 Whitney Ave, Hamden, CT 06518-1518
    BBB File Opened:
    6/14/2011
    Years in Business:
    17
    Business Started:
    11/20/2006
    Business Incorporated:
    11/20/2006
    Licensing Information:
    This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
    Type of Entity:
    Limited Liability Company (LLC)
    Alternate Business Name
    • Superior Stone & Fireplace Company
    Business Management
    • Mr. William J Mastrangelo, Manager
    Contact Information

    Principal

    • Mr. William J Mastrangelo, Manager

    Customer Contact

    • Mr. William J Mastrangelo, Manager
    Additional Contact Information

    Fax Numbers

    • (203) 848-6009
      Primary Fax

    Email Addresses

    Customer Complaints

    1 Customer Complaints

    Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

    File a Complaint

    Customer Reviews

    1 Customer Reviews

    What do you think? Share your review.

    How BBB Processes Complaints and Reviews

    Start a Review

    Most Recent Customer Review

    Kaitlynn J

    1 star

    01/23/2023

    Essentially non-existent customer service and unprofessional business. We bought a new pellet stove from this company to replace our old non-working one. One year later a part was already broken. We called for service and was told that they would order the part. After multiple phone calls over multiple days of trying to get an update on the timeline of the replacement (and told we would receive a phone call back), come to find out, they never ordered the part. It took daily phone calls over the course of three weeks requesting updates in order to get part ordered and schedule the replacement service. I was told that if the part was covered under warranty that I would not have to pay for the part or service. The part was covered under warranty, but I had an unknown charge on my credit card statement. I received no invoice from the tech after service was completed. I received no phone call, emailed or mailed invoice. The company had my credit card on file from the purchase of the pellet stove and just charged my card without my knowledge and without my permission. I do not recommend this company for sales or for servicing your pellet stove.

    Superior Stone & Fireplace, LLC Response

    01/24/2023

    This customer called us late last month to have us check her pellet stove she purchased in 2021 because it was not working. We scheduled a service call and sent the technician out on December 28. He diagnosed that the convection fan, which is a non-stock part but under warranty, was not working. On January 4, 2023, she paid $165 with a credit card over the phone for the service call and was told that the same card was to be used for the technician's $65 fee to come and install the $500 warranty part. We submitted the warranty claim for the part on January 3 because ******** the manufacturer of the unit, was closed the last week of December 2022 until January 3, 2023. Regency, after reviewing the claim and asking us a lot of questions, approved the warranty claim for the $500 part and we received the part on Thursday, January 12. Right after receiving the part, we called the customer and scheduled the installation for Wednesday, January 18, 4 business days later we received the part under warranty. The technician went on the 18th, replaced the part under warranty and fixed the unit. After that we collected the $65 technician fee. We have proof that the card was provided and entered into our system on January 4 at 9:58 am. She knew from the beginning that the service call and installation of the part was going to be charged, and the part was under warranty.

    Local BBB

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