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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/03/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
The company installed stairs and a deck. The stair project was left unfinished. I have video, images, and communication with the company talking about how the job is unfinished. Ive paid approximately $60,000 up to this point with an additional $6,500 due. Im not paying the balance due until the project is complete. Ive attached two photos. I have video that shows the issues in even more detail. -***Business response
10/04/2023
***************************Customer response
10/04/2023
Complaint: 20693427
I am rejecting this response because:The reply from the business only states the owners name and nothing else. This is no surprise given their lack of integrity in not finishing the project either. Another example of a poorly run business with poor customer service.
Sincerely,
*******************************Business response
10/04/2023
Hello, for some reason *******'s complete reply did not post, only her name posted. We would like to reply to this customer, please help. Thank you.Business response
10/13/2023
GM
The customer requested additional item be added as a change order to his project but did not want to pay for the additional work. Agreement was reached to this dispute and customer has paid his bill as agreed. Customer told us he has removed this complaint. Please call me at ************ if this is not so. Thank you.
**************************;************
Customer response
10/17/2023
Complaint: 20693427
I am rejecting this response because:there was never a requested change order for services provided. They left the job unfinished. Id like to keep it open to make others aware of this companies unethical business practices.
Sincerely,
*******************************Initial Complaint
11/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After six years of having issues with the Quadra-Fire Mt ****** E2 pellet stove, emails to the owner *** who installed it ignored, I have discovered that the unit was not installed correctly. The ************************ showed up after my neighborhood filled with smoke and advised me not to use my pellet stove. It is recommened that least 60" of vertical pipe be installed when appliance is vented directly through a wall. There is a 36" vertical pipe on mt unit. An outside air kit ( OAK-3) is recommended in all installations and was NOT INSTALLED. My historic home built ****, was in danger from careless install. CANNOT use stove which I paid $5,000.00 and should last 20 years.Business response
11/23/2022
The customer purchased a pellet stove in July of 2016 -- 6.5 years ago -- from a prior, closed company that was located at this address, New Earth Pellets. I do have access to those records and located the receipt, which shows that it was a materials only purchase with no installation or labor included. The customer would have had a third party installer deliver and install the fireplace and she would have paid them separately and directly.
I tried to help the customer and in discussion with the customer she revealed that the venting system has never been cleaned, which will result in smoke due to build up in the pipe. Proper scheduled maintenance is required.
An outside air kit is not required in all installations nor is a 60" pipe required. These are moot points as New Earth ****** did not install the stove, just sold it, and we are a separate business incorporated in 2018, but I did want to address them as the customer included that in her complaint.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.