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Northeast California

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Custom Fireside Shops, Inc. 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 Custom Fireside Shops, Inc. 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.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Custom Fireside Shops, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: December 29, 1992 Business started: 08/08/1968 Business started locally: 08/08/1968 Business incorporated: 12/17/1974 in CA
Licensing, Bonding or Registration

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.

These agencies may include:

Contractor's State License Board
9821 Business Park Drive, Sacramento CA 95827
http://www.cslb.ca.gov/
Phone Number: (800) 321-2752

Type of Entity

Corporation

Business Management
Mr. Mitchell Heller, Owner
Contact Information
Principal: Mr. Mitchell Heller, Owner
Business Category

Fireplace Equipment - Retail Fireplace Equipment - Wholesale & Manufacturers Fireplaces Stoves - Wood, Coal Electric Heating Equipment - Wholesale & Manufacturers Contractors - General Mason Contractors

Service Area
Sacramento Valley
Products & Services

Hearth products sales and service.
Gas, Wood, Pellet, Electric.
After market and warranty service.
Hearth accessories: mantels, log sets, screens, etc.
Two locations (Sacramento and Elk Grove) to serve the residential and contractor markets.

Industry Tips
Hiring a Contractor in California: Essential Tips Knowing Your Refund & Cancellation Rights

Additional Locations

  • 5545 Auburn Blvd.

    Sacramento, CA 95841

  • 9097 Elk Grove Blvd.

    Elk Grove, CA 95624

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (916) 714-4423(Phone)
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Complaint Detail(s)

8/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a pellet stove over five (5) months ago, and it has yet to be installed correctly. 80mk /blhE3UOn I have had people out to "fix it" more than half a dozen times, and each time, they need to come back later. They have had to re-paint the stove 3 times since the $70 paint job I paid for entailed a can of spray paint and some novice craftsmanship. The owner of the company is the associate who originally measured my fireplace, and I was told by plenty of employees after, that therein lies the problem. I could have purchased a comparable stove from another retailer for half of the money I spent on this stove, but I had heard of a good reputation about this business. Maybe it is under new ownership, but I have had no success with getting what I paid for. It is as though, when I paid for the product/ service, they washed their hands of me. They now have their money and I'm out nearly $5000, with a stove that rattles when it is on, and looks like I installed it myself, being the amateur that I am.

Desired Settlement: I want them to come pick up my stove, and issue me a check for the money I am out, seeing as I have not been given what I paid for.

Business Response: Business' Initial Response
Service department is due out to the site tomorrow. Appointment has been rescheduled due to the customer not being available for first call. Company has re-installed the unit and made a new riser and touched up the painting. As far as the company knew the last several months the customer was happy with the unit.We hope to address all of the issues and apologize for any inconvenience.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Stove was used while customer was unaware that it was an illegal installation with improper alterations to the to the preexisting fireplace. Lennox technical support advised me that the structural integrity of the fireplace should be questioned and inspected before continuing with the installation of any other stove product, and that the unpermitted alterations will not allow the use of the fireplace as it previously was. The stove should not have been used during that time based on the condition of the altered fireplace.

Business' Final Response
Customer used stove for 4-5 months. They were not 100% satisfied although it did heat well. We have provided a 100% refund.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/12/2011 Problems with Product/Service