BBB Business Review

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This business is not BBB accredited.

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BBB Accreditation

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

26 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 16
Guarantee/Warranty Issues 3
Problems with Product/Service 6
Total Closed Complaints 26

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
How to Spot a Fake Online Business Shopping Online, By Catalog, Mail, or Telephone

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.