Complaints

The 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:03/10/2023

  Type:Billing Issues
  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.

  September 29, 2023 I had a technician come in for a service call to fix my Electric fireplace. He told me its 14 years old and I need to buy a new one. Electric Fireplaces last 10 years he told me. He didn't do any work to it, didn't even try to take anything apart to look closer. Three weeks prior I booked the apt and told the service desk girl how old it was, and what company made it. It would have been nice to be told on the phone that Electric fireplaces only last 10 years. I would not have wasted the 189$ for no reason. I reached out to them after I had paid for the call to see if they could adjust the price for me because I felt it was unfair. One of the things they said to me is, they have to make every call count.Thats not what you want to hear from a business.

  

  Business Response

  Date: 03/10/2023

  Thank you for taking the time to let us know about your concern. However, as explained when you booked the call with the office, and when the technician was there,and afterwards when you complained to the service department, the service call is payable for ************** to come out- for up to 30 minutes on site.
  We do not hide our rates, and they are posted on our website. We have nothing to gain by hiding our rates, and are transparent in every way we can be.  
  
  Our service calls are booked whereby a qualified, experienced technician comes to your home and works on your equipment, and we charge for that. We dont know of any companies that would do this for free. The office staff book calls and they do not diagnose on the phone, they are not technicians.
  Our company look at all makes and models of fireplace. Your fireplace was not installed by us; it was installed by another company 15 years ago. Without any history on the unit,we can only diagnose by coming to your home and doing a proper service call.
  
  Our tech was there for 52 minutes, but did not charge you for anything more than the basic 30 minutes. He did have to test the unit, remove panels to check parts and get the make/model and serial in order to research parts. He also checked your breaker box. To say he did nothing is inaccurate. Our office staff then researched your model and determined that the parts are obsolete, and that we cannot quote you a repair option.
  The technician took some measurements and talked to one of our salespeople on the phone while he was there to give you some ideas about replacement should you wish to explore that.
  
  We are sorry that you did not value the technicians time or our service. 

  Customer Answer

  Date: 04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The technician did not do any work on my electric fireplace, did not take anything apart or even try to fix anything. He was there for a while cause he was talking to me about my job the film industry and my condo. A lot of time not talking about my electric fireplace. I thought it was a bit weird but I understand now he was stalling to make it seem like he was there longer. Its a trick like not telling me on the phone when I called to ask about fixing my electric fireplace that electric fireplaces only last 10 years and parts are almost impossible to get for old electric fireplaces. I would not have asked for a technician to come out if I knew he would not try or be able to fix it. I am not asking for anything for free but 189$ is to much money to have nothing done. Half that price would be more fair for this situation or simply to have been told ahead of time that Electric fireplaces usually only last about 10 years then they often need to be replaced. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/10/2023

  Electric fireplaces can have a lifespan of ***** years, depending on useage, upkeep and maintenance. We explain our charges up front at point of booking. If you didnt want to pay for diagnosis, then its as your option not to book. If it had been a fireplace we could repair we would have quoted that- unfortunately that was not an option. If it had been a simple fix we would have done that while we were on site. 
  We stand by our technicians experience and diagnosis of the fireplace, and the amount we charge to do that. Whether it is within 5 minutes or 30 minutes, the charge is the same. We do not charge for chit chat, but we do charge for service. 

• Initial Complaint

  Date:27/10/2022

  Type:Service or Repair Issues
  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.

  On September 20, 2022 we had 2 men from BC Fireplace install a new fireplace in our home. The younger man grabbed the brass trim from the edge of the fireplace and tore it off causing damage to the board bead and the gyp rock, cracking the wall side of the fireplace down to the base board which was also damaged. This needs to be repaired and repainted before we can have it tiled. The older man eased the brass trim from the other side with no damage at all. When he got up from the floor he held onto the mantel and loosened it from the wall. It needs to be screwed back in place. When I spoke with BC Fireplace they said they could not be responsible for any damages. It will probably cost $800. to $1000. to have this damage repaired on top of the cost of the fireplace which cost $5412.75. Plus the cost of tiling from another company, which cannot be even started until this situation is resolved.
  
  *** * ******** ******

  

  Business Response

  Date: 28/10/2022

  *** *** *********
  
  We are sorry that you felt the need to have reach out
  through the BBB, as we were trying to resolve this for you, and had been
  waiting for a response to our email of October 19th. However, the
  good thing about the BBB, is that it can assist both sides come to a
  resolution. It is our intent to have happy satisfied customers that enjoy their
  fireplace for years to come, so we look forward to a resolution to this
  complaint
  
  As previously  relayed, when we are removing an old
  fireplace from its cavity, we cannot guarantee perfection. The drywall is old
  and baked form the inside- as is everything in contact with the fireplace. We
  never know what to expect, and do our best to mitigate any damage. The corner
  bead on the left side was loosened in the process of your demo, and as
  explained, this is out of our control. We do rough drywall on the front of the
  fireplace, so that you may hire a contractor to do new tile or finishing. We do
  not do any finishing, as you are aware. One of our first suggestions was to
  carry the new tile on the front around the sides to cover the imperfection in
  the seam of the cornerbead. In another email we suggested doing a corner bead
  edge and provided a photo example. These are two options that would not cost
  much and finish the fireplace.
  
  It is our understanding from this complaint that  you
  prefer to have the drywall finished to restore it to original. If you can
  provide two written quotes to repair the drywall, we would certainly be open to
  coming to a compromise and assisting you to resolve the fireplace finishing
  issue.