Complaints
This profile includes complaints for David White Services Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/31/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
BBB transcribed from hard copy complaint form: David White Ser. came out on 4 different occasions to work on stove. On the 4 time on 2-11-2024 at 3:00am it blew up, blowing insulation out of the stove and shutting off our furnace. They came out Finally on 3-5-2-24 to check it out, they disassembled it and took stove with them. I thought they would reimbursed me, but when I got a hold of the 3 weeks later said nothing they could do now I don't have anything.
Business Response
Date: 06/04/2024
This complaint is with Hearthstone Stoves. We have done all that we can and it is a manufacturer’s issue.Customer Answer
Date: 06/11/2024
I am rejecting this response because: they still have my stove. I purchased the stove 6.5.23 for $7000. In February it blew up, and insulation went everywhere. I called them. After two weeks they sent a tech out on 3.5.24. The tech said, he was taking it. I had to fix the hole in the house.
About two weeks later I called them, and they said it was a manufacturer's issue. Tim told me he wouldn't have it in his home.
I would like to know if they ahve contacted Hearthstone to determine if reapris are covered under teh warranty or if a replacement is due under the warranty.
If they haven't done that, then they should. Or at least provide me with hearthstone contact info, and if it cannot be repaired, they should at least return it.
Regards,
****** ******Business Response
Date: 06/12/2024
Customer has a Hearthstone Bristol 8763-0010DX which we installed in 2023. He called in February of 2024 and said “I want this out of here,” and expressed his fear of the unit. We replied by asking if he’d like to see if we could repair it with warranty parts. He said he was scared of the stove and preferred it to be removed.
We contacted Hearthstone to see what they would offer. Hearthstone gave us a list of things to check and document so we sent a technician and did the checklist Hearthstone asked us for. At the end of that service call Mr. ****** still wished for it to be removed. We then submitted all the photos and documentation that Hearthstone had requested to Hearthstone. They reviewed it and said they would replace parts they felt might be compromised but said it was safe to operate and had a full parts warranty but would not replace it. They would not give money back.
We called the customer and he said he would call his lawyer. We apologized for Hearthstone not meeting his expectations of replacement and we would give him any papers he needed to pursue further action or correspondence with the manufacturer, Hearthstone. We are no longer a hearthstone dealer.
We have stored his stove in our warehouse in the same condition as it was when we removed it in case he changed his mind. He can have the uninstalled stove back as it is if he would like. Hearthstone’s warranty information is: ###-###-#### ****** *****************************
Customer Answer
Date: 06/20/2024
Ok I reviewed it but they took it I did not tell them that day to take it I thought we were getting money back or stove .
Thanks ****** ******Initial Complaint
Date:05/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We brought a furnace off of David white and I told them when my furnace is paid for they would put a heat pump in and they don’t want to put a heat pump in because I still have my dogs that I had when they did the furnaceBusiness Response
Date: 05/27/2022
We installed an air handler and heater package in June of 2018 which worked and they paid for at that time. We have not been back as they have not called us with a trouble call or to schedule maintenance. Our installers in 2018 had reported that they had to wear respirators due to the negative air quality in the home due to multiple animals. Ms **** called in May of 2022 and asked for a salesman as they would like a new heat pump now. We sent Matthew S******* on 5/5/2022 with the knowledge of the animal situation but even being careful there were too many animals for him to handle on his own and he was bitten more than once. He counted 12 dogs and an innumerable amount of cats. There was feces and urine everywhere and he told them we could not sell them anything further. His injuries were not enough for us to call 911 but they were enough for us to not endanger our technicians further. I'm not sure how I could refund anything as we did not charge them anything. So I can only refund $0.00 which is what they paid for the 5/5/2022 visit.
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