BBB Business Review

This Business is not BBB accredited

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BBB Accreditation

On 8/26/2014 this business's accreditation in the BBB was revoked by the BBB's Board of Directors due to its failure to adhere to the BBB requirement that Accredited Businesses meet and abide by the following standards:

  • 1D. Be free of an unsatisfactory rating and maintain at least a B rating at the accrediting BBB and the BBB where it is headquartered, if different.
  • 2B. Abide by the BBB Code of Advertising, available online at: Supply, upon request, substantiation for advertising and selling claims. Correct advertising and selling practices, when recommended by BBB.
  • 2C. Adhere to applicable BBB industry codes of advertising.
  • 2D. Cooperate with BBB self-regulatory programs for the resolution of advertising disputes.
  • 6A. Promptly respond to all complaints forwarded by BBB by:
    1. Resolving the complaint directly with the complainant and notifying BBB, or
    2. Providing BBB with a response that BBB determines:
      • is professional,
      • addresses all of the issues raised by the complainant,
      • includes appropriate evidence and documents supporting the business' position, and
      • explains why any relief sought by the complainant cannot or should not be granted.
  • 6B. Make a good faith effort to resolve disputes, which includes mediation if requested by BBB. Other dispute resolution options, including arbitration, may be recommended by BBB when other efforts to resolve a dispute have failed. BBB may consider a business' willingness to participate in recommended dispute resolution options in determining compliance with these standards.
  • 8A. Avoid involvement, by the business or its principals, in activities that reflect unfavorably on, or otherwise adversely affect the public image of BBB or its accredited businesses.

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating because it is out of business.

Customer Complaints Summary Read complaint details

33 complaints closed with BBB in last 3 years | 11 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 0
Delivery Issues 21
Guarantee/Warranty Issues 3
Problems with Product/Service 7
Total Closed Complaints 33

Additional Complaint Information

Complainants generally allege unreasonable delays in product delivery and requested refunds. According to complaints, consumers wait 2 to 8 months for completion of transactions - whether by delivery, refund, or credit card dispute. Most complainants requested refunds or filed chargebacks with their credit card issuers.

The company typically responds to complaints by shipping products or issuing refunds.

On May 30, 2014 we requested that the company provide us with the steps that it is taking to eliminate the underlying cause of complaints. The company responded to our request on June 6, 2014, indicating that 100% of customers are notified in advance of product delays and offered a choice of compensation and agreeing to the new delivery date ("in the form of discounts or freebies") or a full refund. They further stated that their credit card company allows a 1% chargeback rate, which if exceeded, would cause them to lose their ability to process credit cards. The company also provided copies of emails to show that customers were given adequate notice of delays.

Upon review of the documentation submitted by the company, BBB determined it was unclear whether the notices provide to consumers were sent proactively or in response to complaints. Furthermore, none of the exchanges indicated the customers were offered a refund, or a definite ship date with the notice of delay. On June 19, 2014 BBB responded to the company requesting clarification. The company responded on July 9, 2014 indicating they always offer refunds, but agree that the wording needs to be added to their messages to consumers. They also stated that they always included definite ship dates.

Customer Reviews Summary Read customer reviews

2 Customer Reviews on
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: September 13, 2011 Business started: 09/04/2008 in CA Business started locally: 09/04/2008
Type of Entity

Sole Proprietorship

Business Management
Mr. Tony Barbarich, Owner Crystal Lee, Customer Service Manager
Contact Information
Principal: Mr. Tony Barbarich, Owner
Business Category

Fireplaces Spas & Hot Tubs - Dealers Stoves - Wood, Coal Online Retailer Fireplace Equipment - Retail

Products & Services offers the following product(s): Company offers fireplace sales.

Alternate Business Names
Products & Services specializes in fireplaces, wood and pellet stoves, fire place boxes, fireplace inserts and fireplace and stove accessories. specializes in hot tubs and portable spas. No installation; just sales and products.

Industry Tips
Shopping Online, By Catalog, Mail, or Telephone

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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:

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


BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


Industry Tips


What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.


What government actions does BBB report on?

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The Federal Trade Commission’s Mail or Telephone Order Merchandise Rule (Rule), which also applies to sales made via the internet, requires, in part, that “when you advertise merchandise, you must have a reasonable basis for stating or implying that you can ship within a certain time.” And “If, after taking the customer’s order, you learn that you cannot ship within the stated time or within 30 days, you must seek the customer’s consent to the delay.” If the customer does not consent to the delay, the Rule states that the refund must be mailed within seven working days after cancellation of the order for payments made by cash, check or money order, or within one billing cycle of the customer’s card if paid by credit card.

For more information regarding the Rule visit: the Federal Trade Commission’s website.

BBB files indicate this business has a pattern of complaints. See below for details.

According to information in BBB files, this business is no longer in business.