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Business Profile

Fireplaces

Superior Fireplaces

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/20/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I got this fireplace in my new construction homes and just after 9 months, I started having issues with it. It flames for 5 seconds and then it shuts off. I contacted multiple authorized dealers including North Atlanta Fireplace ************* in ***************** , ** but i was always told to reach out to warranty or there would be a service charge for their technician to come over. When I call warranty, I can't get hold of anyone. Please help me as I have recommended many of my friends to buy superior fireplaces . I hope you would fix this and have a technician to come over. The model # is VRE3236ZENWS and the serial number is **********

    Business Response

    Date: 12/20/2024

    Please contact us at ************** please choose option 5 for warranty.  We are available 7am-4pm M-F.  

    Customer Answer

    Date: 01/02/2025

     
    Complaint: 22711972

    I am rejecting this response because:

    I reached out to the warranty and I wasn't able to reach anyone initially at 9:30 am. This is how whenever I tried reaching out to them earlier, it always never get connected. So I called customer care and they connected me to warranty. I was told no parts will be covered since it is over 1 year ***** I told her I have reached out to the authorized dealer earlier as well (within 1 year mark)but they never honor the warranty. They mentioned I'll have to pay for everything but she mentioned that unfortunately no parts will be covered if they need to be replaced. This is just not done!! Firstly i have emailed/called the local dealers within 1 years warranty mark because I have been having issues with it. It use to get resolved on its own so I use to forget about it but since the issue is persistent now, I have been constantly trying you reach somebody. I hope and expect Supreme to honour the warranty. Because I made all efforts to reach warranty or the dealers within the first year mark

    Business Response

    Date: 01/02/2025

    Hello,

    If the unit was new construction, the builder should have given you the name of a dealership to contact during your walk through.  Who is the dealer for the fireplace?  The unit is from 2022 so if you can get the issue diagnosed, and a replacement part is required we will send the replacement part to you gratis, but the service call would not be covered. 

     

    Customer Answer

    Date: 01/02/2025

     
    Complaint: 22711972

    I am rejecting this response because:

    I contacted the builder and they mentioned they bought all fireplaces from Global Home Products in ****** GA. Builder will send somebody to check the unit. If it requires any part replacement I'll let you know.  Where do I reach out if I need any part? Can u share any direct contact?

    I can be reached at ************. Email ***************************** 


    Sincerely,

    ****** ******

    Business Response

    Date: 01/07/2025

    yes, please send any information to *************** so we can formally track it and won't miss any incoming information, thank you 

  • Initial Complaint

    Date:09/14/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased a Superior fireplace with our new home. Actually it came with our new home. The fireplace carries a 20-year warrantee. I have been attempting to reach Innovative Hearth Products for the past three years. Most recently today trying to obtain warrantee service and I would like to install a fireplace fan which our builder failed to install. I am asking IHP to provide service/repair of the crack in the fireplace. I would also like an authorized dealer to install the fan. I left muptiple messages over the past three years and was disconnected four times today; each time I was forwarded to the warrantee department. Given my experience with IHP, I would never purchase another product from them. I just want the one I own in proper working order and them to honor the warrantee. Id also like an authorized dealer to install the fan so as not to invalidate my warrantee. I need this done soon as Winter is coming!

    Business Response

    Date: 09/14/2023

    Hello, we are sorry to hear you are having issues with your fireplace.  We have contacted technical support and warranty and don't seem to have any information on this complaint.  What is the phone number that you have been calling into?  

    Customer Answer

    Date: 09/15/2023

     
    Complaint: 20597012

    I am rejecting this response because:  I called the ************** and spoke with two women at separate times. Both forwarded me to warranty service, and I was disconnected after a few moments. When I called and selected warranty service on multiple occasions from your telephone menu, I was also disconnected every time. I called multiple businesses representing your company as I was referred to the following: ************************* & Sons at ************. They do not service my area. They referred me to BEAC ************** at *********************. They could not help. BEAC referred me to ******* Store at ************, located at ******************************************************************************. I believe the Gas Store installed my fireplace in 2019. I left multiple messages for them with no reply. My fireplace is defective and could possibly result in a home fire if used due to the cracks in the attached picture. I would like a warranty service to correct the defect. I would also like a fan installed to circulate the air better and I will pay for this installation.I have refrained from installing the fan as I want a certified dealer to install it so as not to void my warranty. So, to answer your question: I called the following numbers and got zero results. Numbers called:
    **************
    ************
    *********************
    ************
    Please have someone call me at ************ to schedule the warranty repair and fan installation and I will change my rating to Outstanding upon successful completion of the work.

    Sincerely,

    *******************************

    Customer Answer

    Date: 09/15/2023

    Please see attached picture of damage to the fireplace which I have been trying to obtain service for the past three years.

    Business Response

    Date: 09/15/2023

    We have no record of incoming calls from the consumer.  We will contact him at the phone number provided.  The cracked refractory is out of warranty but we can provide names of dealers that will ship to *************.  TRM IHP is a manufacture and does not perform warranty service work.

    Business Response

    Date: 09/18/2023

    The *** Innovative Hearth Products **************************** called ******************** last Friday, 9/15/2023.  The cracked refractory is out of warranty so we provided names of dealers that will ship to *************.  *** IHP is a manufacture and does not perform warranty service work.

    Customer Answer

    Date: 09/30/2023

    The manufacturer did not provide names of businesses that can help us and failed to provide specifics from the warranty. I have made multiple attempts to contact them with no success. Every time I *************** the call drops within a few minutes without a human answering. I am still waiting on a response from the business. I requested they call me at ************ and have not heard from them. Please reopen this complaint until the company provides details of the warranty and the names and numbers of companies that can repair the fireplace. My documentation claims 20-year warranty. They are claiming I am out of warranty with a home built in ******************************* spring/summer 2019. I am confused as to how I am out of warranty. HELP! 

  • Initial Complaint

    Date:04/17/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    My Superior Gas fireplace began to malfunction (it would not light, and gas would emit) within one year of purchasing my new home. The fireplace comes with a one-year warranty for such defects. When attempting to get warranty support with Superior, their website directs you to an authorized dealer. Their website then referred me to an authorized dealer, but they said they would not fix the issue and to go through the builder. The builder directs you to Superior. It's a loop of no support. I'm asking Superior to please repair my fireplace under warranty and for them to fix their website so that customers can quickly gain the support they require under their warranty without spending considerable time in loops. Thank you,

    Business Response

    Date: 04/17/2023

    Our technical support department will contact **************.

    Customer Answer

    Date: 04/17/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *************************

    Business Response

    Date: 04/18/2023

    Technical Support contacted the customer yesterday, we are working with him.  thank you 

Superior Fireplaces is NOT a BBB Accredited Business.

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