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:05/22/2025

  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.

  Date: 2025/03/16 paid amount: ****** Business provided me with a standing desk The standing desk malfunction and cause property and item damage.The business has attempted to resolve this issue with me after approximately two months of back-and-forth communication. From the beginning, I was not seeking compensation but simply requested that the damaged items be repaired. I was asked to provide details of the damages, receipts for the affected items, and to confirm whether the manufacturers could repair them.After discovering that some of the items were not repairable, I made it clear that I would accept replacements instead. I even stated that I was not asking for monetary compensation unless replacements were not possible. Despite this, the company offered only 10% of the total value of my claiman amount that would not even cover the cost of repairing the damage to the wall.I expressed my concern that the issue was not being taken seriously, especially since the damage was clearly caused by their product. I also informed them that I had obtained legal advice and was prepared to pursue the matter in court. In response, they questioned my ability to prove that their product was responsible for the damage, and offered a slightly increased settlement, which still falls short of what is fair.Just to add I am requesting repairs or replacements rather than monetary compensation. However, if repairs or replacements cannot be provided, the cost to cover them would amount to $1,824.83.

  

  Business Response

  Date: 05/22/2025

  Thank you for your information. After review, unfortunately, there is no conclusive evidence to confirm that the desk moved on its own. That said, we truly value you as a customer, and as a gesture of goodwill, were prepared to offer $300 in support of your claim. Please let us know if you would like to move forward with this resolution. We sincerely appreciate your understanding and look forward to hearing from you.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23360764
  
  I am rejecting this response because:
  
  

  As previously mentioned, I am not seeking a monetary payoutI simply want my damaged items repaired or replaced. I understand that repairs may not be feasible in some cases, and that compensation may be the alternative you are offering. However, the amount proposed does not adequately cover the cost of repairing the wall, nor does it address the damages to my monitor and Divoom device. I even chose to forgo the claim for the shelf, despite its value, in an effort to be reasonable.
  My personal belongings are important to me, and I take pride in maintaining them. I have contacted the Better Business Bureau to assist in resolving this matter, as I feel my concerns have not been taken seriously. My goal is to resolve this amicably and without escalation.
  That said, I find it troubling to be told that I "cannot prove" the damages, particularly in light of my intent to pursue legal action if necessary. This response comes across as dismissive and, frankly, feels like an attempt to intimidate mewhich I do not appreciate.
  I remain open to resolving this issue cooperatively, but I expect fair treatment and proper consideration of the damages sustained.

  
  Sincerely,
  
  Lucky Saito

  

  Business Response

  Date: 05/22/2025

  We sincerely apologize if our response came across as dismissive that was never our intention. Please know that we take your concerns seriously and have carefully reviewed the information provided.
  At this time, based on the details available and the assessment by our Claims Team, were able to offer a maximum resolution amount of $300.
  We truly appreciate your understanding and are here if you have any further questions or concerns.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23360764
  
  I am rejecting this response because:

  While I am not satisfied with the overall outcome, I would be willing to move forward if you are able to cover the full cost of the wall repair. This is the primary concern for my mother, and addressing it would help us reach a resolution.
  
  Sincerely,
  
  Lucky Saito

• Initial Complaint

  Date:03/19/2025

  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.

  I bought a 75" fireplace Item ******* from ****** on 8/31/24.This was a very large and heavy item. I had to hire two people two transport it and bring it into my home.Not a problem.Upon inspection everyting was fine. I am very particular and QC or build issues or damage I would have noticed. In time I have noticed that the top of the console is starting to sag in the middle. I can notice it looking at it straight on, but the true test of how straight someting is, as anyone in the furniture biz knows, is you look at it from the corner and you can see if it is a straight line or not. It is not.Currently the top bows sagging in the middle and going up on the ends. I have nothing of weight in the middle at all that would cause this. I've worked with wood in the past and when I have seen this happen is when wood is assembled (and this is probably not real **** **** engineered), if that wood has too much moisture in it, when it dries it will ******* may even get worse, but now it looks horrible to me.The 2nd problem is there are intermittent issues with the electric fireplace. It sometimes doesnt work and the light is extremely dim. I sent an email and spoke to someone names ******* initial email had the item # in it. He asked for some info and gave me some trouble shooting for the fireplace that did not work. Then many days later he said he didn't have the correct item# (meanwhile he gave me troubleshooting...how is that possible). I said it is correct and sent a photo of the manual.Then he followed up with, "Sorry neither the console or insert is in stock please exchange it at ******** This is not acceptable. 1) It is under warranty. Parts should be available. If not tell me when they will be i'll wait. 2)****** does not have this now 3)as I said this is huge and heavy. It is not like I can throw it in my bag and run to the store. I don't want my money but if they can't fix/replace under warranty as it is in warranty that should be an option.That is not my problem.

  Customer Answer

  Date: 03/25/2025

  I have spoken to someone names ***** ******* as I have mentioned. He has not been very helpful. I have asked to speak to his supervisor on multiple occasions and he refuses. His solution as he doe snot have the unit or parts in stock and may never get them again, is to follow up with the retailer. This is not the function of a warranty and that is not how it works. Again, this unit is fairly massive and heavy and I hired 2 people to pick it up and bring it into my home. Exchanging, as suggested, is not an option anyway as the store does not have it in stock. I was never looking to return it as I want and need it. ***** took it upon himself to close the case without discussion which is another example of sometihng that is unacceptable. ****** is selling items from manufacturers that simply do not stand behind their product. I thought ****** had higher standards. Next I will contact ****** Corporate to offer my feedback.  The fact that ***** responds to this is pathetic.

  

  Business Response

  Date: 03/25/2025

  Hello *************** is one of supervisor that handles escalations and she gave all of the options that we have possible. We do not have the same unit so she sent you around 6 cpmparable units to choose from. We can't refund due to the money was spent with ******. If you contact ****** they can help with the return. If we had the part or the same unit, we would gladly ship it but unfortunatly we can't ship something that we dont' have and will never get. We apologize for the incovenience but we are still willling to send any of the comparable units that we have offered. Thank you

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23085251
  
  I am rejecting this response because: you'll have to help me understand how you can have a 1 year warranty on an item and within that year you dont carry an amount of parts of units to be able to cover that warranty. That is your problem, not mine. There is actually legal precedent to having to do so. For example, ********-**** warranty act is a federal law that governs consumer product warranties. The act specifies that remidies gor breach of warranty include repair, replacement, and yes, of last resort a refund. A refund is your problem not where I bought it. I well for the last time remind you the massive size and weight of this item and I've already told you I had to hire two people to pick this up deliver it and put it in my home. You think I could just pick this up put it in my front seat and return it. No the retailer is not responsible here. You need to stop recommending what you think are resolutions that involved the retailer. That is not relevant here. As far as the options I was given I wouldn't call them comparable. There were smaller, they didn't have a fireplace insert that had the cooling feature and whereas my unit is a farmhouse style and white in color you were sending options that were blue and black and gray and even 20 inches smaller...how do you call any of that comparable. The bottom line is you failed and neglected to do you part and due diligence put aside any parts or extra units for warranty issues. That is your complete mismanagement and there needs to be accountability for that. I was in the hospital for surgery and I'm having health issues the stress and dealing with this I rather not be having. When I have a minute to research I will find out who upper management is and try to find phone numbers and emails through places like rocket reach...ceo, cfo, ...etc. I'll escalate this to those I need to if you won't escalate them for me or help. This is a you problem not aware I bought it from problem let's let them deal with it. No that's not how warranties work. Said it yourself you don't have it to replace. That brings us to the final remedy as per this legally binding Act.....which is the remedy of a refund. Please advise. 

  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/17/2025

  We have tried to uphold the warranty by offering other options since we do not have the same item. If we had the same item, we would gladly ship it but we do not. If you would like a refund, ****** is the one that would have to assist you with this as they are the ones you spent money with. We will still gladly send a comparable unit if that is what you would like. Thank you 

  Customer Answer

  Date: 04/28/2025

  To: TwinStart Cust. Service.
  Subject - Formal Refund Request Under Warranty 
  To Whom It May Concern:
  I am writing to formally assert my rights under the warranty period provided with the purchase of Model42MM8847 which remains under your 1 year warranty. 
  My product has been confirmed defective and I understand a replacement unit and parts are not available, and will not be. While I appreciate your attempt to offer a replacement product, the items offered were not comparable in function, design, value or quality to the original. As a result they do not fulfill the terms of your warranty or comply with the ********-**** Warranty Act (15 U.S.C. 2301 et seq.), which specifically requires that warranty obligations be honored with a comparable remedy or refund. Substituting an inferior or non-equivalent product does not satisfy this obligation. Also I believe your comapny mentions the option to fully discharge all obligations of a warranty by issuing a refund. 
  For the above two reasons and as such I am formally requesting a full , good faith, refund for the purchase price. 
  I will mention your continued suggestions to obtain a refund through the retailer are hostile and in contempt of your obligations. I did speak with the retailer and they will NOT refund this item unless it is returned (even then they did not seem to guarantee anything and were not welcoming to the idea of such). I have stated multiple times that 2 men were hired to transport and set up this item in my home as it is extremely large and heavy. That is two men for 2 hours with a vehicle at purchase. That would be another 2 hours (and two men and a vehicle) to return which equates to hundreds of dollars, and would be close to the purchase price to the item. That is not an acceptable option. To repeat, again, that is an attempt for you to dismiss your warranty obligations while making your problem a problem of the retailer which is not under obligation to assist with your warranty. 
  My next actions will be to reach out to the Federal Trade Commision, the New York and Florida Attorney General, and the Division of Consumer Protection. Entities I believe value the ********-**** Warranty Act and its enforcement. I will also contact upper corporate management of the retailer including it's buyers to express my dissatisfaction with the handling of this warranty. 
  This has gone on for too long and I appreciate your prompt attention to this matter. Please let me know how you plan to resolve this in regards to a refund. 
  Thank you,
  *. *******
  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23085251
  
  I am rejecting this response because:To: TwinStart Cust. Service.
  Subject - Formal Refund Request Under Warranty 
  To Whom It May Concern:
  I am writing to formally assert my rights under the warranty period provided with the purchase of Model42MM8847 which remains under your 1 year warranty. 
  My product has been confirmed defective and I understand a replacement unit and parts are not available, and will not be. While I appreciate your attempt to offer a replacement product, the items offered were not comparable in function, design, value or quality to the original. As a result they do not fulfill the terms of your warranty or comply with the ********-**** Warranty Act (15 U.S.C. 2301 et seq.), which specifically requires that warranty obligations be honored with a comparable remedy or refund. Substituting an inferior or non-equivalent product does not satisfy this obligation. Also I believe your comapny mentions the option to fully discharge all obligations of a warranty by issuing a refund. 
  For the above two reasons and as such I am formally requesting a full , good faith, refund for the purchase price. 
  I will mention your continued suggestions to obtain a refund through the retailer are hostile and in contempt of your obligations. I did speak with the retailer and they will NOT refund this item unless it is returned (even then they did not seem to guarantee anything and were not welcoming to the idea of such). I have stated multiple times that 2 men were hired to transport and set up this item in my home as it is extremely large and heavy. That is two men for 2 hours with a vehicle at purchase. That would be another 2 hours (and two men and a vehicle) to return which equates to hundreds of dollars, and would be close to the purchase price to the item. That is not an acceptable option. To repeat, again, that is an attempt for you to dismiss your warranty obligations while making your problem a problem of the retailer which is not under obligation to assist with your warranty. 
  My next actions will be to reach out to the Federal Trade Commision, the New York and Florida Attorney General, and the Division of Consumer Protection. Entities I believe value the ********-**** Warranty Act and its enforcement. I will also contact upper corporate management of the retailer including it's buyers to express my dissatisfaction with the handling of this warranty. 
  This has gone on for too long and I appreciate your prompt attention to this matter. Please let me know how you plan to resolve this in regards to a refund. 
  Thank you,
  *. *******
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/28/2025

  We are still willing to send comparable replacements but we are not able to provide a refund as the money was spent with ******. ****** will take the unit back and we can get assistance with the return. If you are requesting assistance with the return please advise and we can reach out to ****** for assistance. Thank you  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23085251
  
  I am rejecting this response because:Complaint: 23085251
  
  I am rejecting this response because: I am tired of repeating myself. You have the obligation to fulfill your warranty. You keep making your obligation that of the retailer and tell me to return the item which to my understanding  , as you're violating the ********* **** warranty act, is actually illegal. It is completely irrelevant where I spent my money and where I bought this from, and this is not their responsibility to deal with. Out of pure curiosity I did speak to management at ****** where I bought this from. He agreed with everything I am telling you. Though they would take it back they have absolutely no way to assist me in getting the item from the residence to the store, as you indicated they might. Again, for me to pay people people to bring this large and heavy item back to you by the time it's all said and done I would have spent almost as much money in help and transport as I did on the item itself. Obviously that is absurd and unacceptable. Actually the first thing the manager said to me is I should reach out to corporate, including buyers, so they know the experience that their customers are dealing with in regards to vendors. This manager looked in the system and saw items from TwinStar going back to 2008 so it seems like TwinStar is fortunate to have had a relationship with ****** for almost and at least 20 years. I know you think you're going above and beyond by offering non-comparable items, but you are not fullfilling your obligation as per your warranty, and I am fully confident those people in ****** will be interested in knowing the full details here. I will also reach out to the government and state agencies that I have mentioned. Clearly you have no understanding of what you full and total responsibilities are. I'll see where that gets me.
  
  Sincerely,
  
  ****** *******
  
  
  

  Customer Answer

  Date: 04/30/2025

  YOU KEEP STATING THAT ****** WILL ASSIST WITH THE RETURN. THEY WILL NOT !!!!! They will return the item BUT THEY WILL NOT COME TO MY HOUSE WITH A TRUCK TO PICK IT UP.

  YOU DO NOT SEEM TO UNDERSTAND HOW MASSIVE AND HEAVY THIS ITEM IS. AGAIN I REPEAT MYSELF, IT COST ME OVER $200 TO GET THIS TRANSPORTED AND PLACED IN MY HOME FOR TWO MEN. IT WOULD COST THE SAME TO BRING IT BACK. IT WOULD COST ME ALMOST $500 FOR THIS ROUND TRIP. WHY WOULD I SPEND THAT MUCH MONEY TO RETURN SOMETHING THAT YOU SHOULD BE TAKING CARE OF UNDER WARRANTY. THAT IS LITERALLY ALMOST THE COST OF THE **** WASTED ON TRANSPORT AND MANPOWER. 

  YOUR WARRANTY LITERALLY STATES REFUNDING AS AN OPTIONS AS DOES THE *** DICTATES IT. I HAVE SPOKEN TO ***************** ABOUT THIS. YOU DO NOT SEEM TO GET IT. THIS. IS. YOUR. PROBLEM. NOT. THEIRS. GET IT?????  THEY EVEN SAID THAT. I WILL REACH OUT TO ALL OF THE ENTITIES I HAVE MENTIONED. ANY STATE, FEDERAL ENTITY AS WELL AS ****** SENIOR MANAGEMENT AND BUYERS WILL BE CONTACTED. I'LL SURELY LET YOU KNOW WHAT THEY SAY THOUGH I WOULD EXPECT YOU WILL HEAR FROM THEM. 

  

  Business Response

  Date: 04/30/2025

  Hello We can reach out to ****** to get assistance for you and also there isn't anywhere in our warranty that states that we provide refunds. If this is something you are seeing, please send this as an attachment so we can review.  Thank you. Again we Twin star can work with ****** to see if they can pick up your unit but again ****** is the one that would have to provide the refund. Twin Star is not able to refund. Thank you 

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 January February 14th I submitted a claim for a replacement part refund on a Tresanti ****** 47 Adjustable Height Desk Ipurchased from ****** less than 1 year ago. I have'nt received a respose yet or update to my claim even after I have done multiple follow up comments though the last 13 days waiting for an update. I would like to get either the replacement part, a replacement desk fully functional or my money reimbursed so that I can replace this desk with a new one.

  

  Business Response

  Date: 02/27/2025

  We apologize for the delay. We have placed the order for the part. Please allow 7-10 business days for delivery. Thank you 

• Initial Complaint

  Date:02/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I ordered an electric fireplace from ********* in September 2022 for $1,162. In September of 2024, I started receiving an e5 error and the fireplace would not stay on. I completed the troubleshooting instructions twice before contacting Twin Star on January 1, 2025. I was told a specialist would follow up within 48 hours but I did not hear anything for 30 days. I called again and was told my ticket was being escalated and to expect a call back ASAP. It has now been 47 days since my original contact and I still have not heard *********** ticket number is ******

  

  Business Response

  Date: 02/21/2025

  We have reached out to the customer and ordered the part that is needed to resolve the issue. Thank you 

  Customer Answer

  Date: 03/03/2025

  TwinStar contacted me and sent a replacement part. However, the instructions provided are hard to follow and will require a call to their customer service when they are open tomorrow. I will provide an update once I have installed the part. 

  Customer Answer

  Date: 03/04/2025

   
  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,
  
  ******** *******

• Initial Complaint

  Date:02/18/2025

  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 December 25. 2024 the heating element on my electric fireplace stopped working. I reached out to the company and was assigned a ticket#. On January 6th, I contacted the company, because I haven't received any communication from the company. I again contacted the company today February 18, 2025 and again was told my account would be escalated to main office. I was told this before and still received no response. I followed the instructions with the company and I haven't received any response; perhaps you can get it for me.

  

  Business Response

  Date: 02/19/2025

  We have offered to ship a part due to out of warranty we do not charge for the part but we charge for shipping. Please submit payment vis our Cs portal if you want to order the part Thank you 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22957720
  
  I am rejecting this response because: I should not have to pay for anything. I had to behave in a manner that should not have happened. I had to contact BBB in order to get any type of resolution. I did receive a call from twin-star on February 19, 2025, no one apologized and the person I spoke with was very condescending. I was asked was the unit plugged into the wall and to vacuum the vent. I guess this was done to prove a test was conducted on their behalf and it proved the heating element or blower was out.  To add insult to injury, now I'm receiving emails to pay $27.50 for shipping of the part. I might have done that if I had received a response in January, having to wait this long and having to fight to get any customer service, I don't agree with any payment of any kind. 
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/21/2025

  As a one time courtesy we have offered to send the part at no charge. The order has been placed. Please allow 7-10 business days for delivery. Thank you 

  Customer Answer

  Date: 02/21/2025

  I don't want to accept or reject the response or close the complaint until I receive the part and ensure it works. Please guide me on what to do next? 

• Initial Complaint

  Date:02/13/2025

  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.

  Faulty Thermostat on Space Heater. Filed the warranty over ONE YEAR ago and still don't have the replacement part. They said one was sent out but it was not. The tracking number only shows that it was generated but item was not received. I've followed up every few months and get told the same thing over and over "someone will be in touch". Which is a lie. I have reached out repeatedly in their online portal and nobody gets back to me there either. Nothing is getting done. I'm attaching a screenshot so you can see the correspondence. I want the part or a replacement immediately. They are not honoring their warranty.

  

  Business Response

  Date: 02/14/2025

  We apologize for the delay. Someone will reach out to you today to assist. Thank you  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22938888
  
  I am rejecting this response because:
  

  A promise of a call is not a resolution. Ive been promised call backs for nearly a year. I will update this when I have a replacement in my possession. I paid for the shipping in Summer of 2024. Nothing should ever take this long. Its excessive and borderline abusive treatment of a customer. 

  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/18/2025

  Hello your part has shipped via *********;********************** Than you

• Initial Complaint

  Date:02/12/2025

  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.

  I bought an insert fireplace from value city, twin star is the manufacturer of the product. My product failed within a year and started giving an E3 error code. I called in within the one year warranty and it has been 4 months with the issue being unresolved. The issue cannot be resolved with the troubleshooting suggestions and needs to be replaced. I have uploaded photos showing it is still giving off the same error code and have called several times to be told they will forward it up to a supervisor so a replacement unit can be issued. I followed up again on 2/12/2025 and am still getting the same response and they are stating they dont have the pictures. I have proof that they have been sent now several times. Its one loop hole after another with no resolution

  

  Business Response

  Date: 02/12/2025

  We apologize for the delay. We will have someone reach out to you today to assist. To help move along your claim please send pictures and receipt to ********************************* with your ticket ****** in the subject line. Thank you  

  Customer Answer

  Date: 02/24/2025

  The company did reach out the same day requesting pictures and I did send them over. I have no update since then and no resolution has taken place 

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I ordered an electric fi***lace from Twinstar last September. After installing it I kept getting an e5 error. I preformed a reset and it didnt fix the problem. I called twinstar and they said they would open a ticket and someone would be calling me. They said I should register the product and send pictures, so I did that too. They never called, so I called again at least 5 more times over several months and they always said they would open a ticket and then no one called. Finally I called and asked to talk to a *** right then. She asked if I had preformed the reset and I told her I had many times. She then said I needed a new part that would take 2 weeks to arrive. I waited 3 weeks and I called again to check on the part. They are now saying in will be mid march before I can get the part which will be 3 and a half months past when they said they would send the part. Whenever I call I usually have to call back a couple of times because they hang up on me. Can you please help me.

  

  Business Response

  Date: 01/30/2025

  We apologize for the inconvenience if you do not want to wait for the part please provide a copy of your receipt and pictures of the front and back of the heater so we can submit for a warranty replacement. Thank you 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22874480
  
  I am rejecting this response because: I sent these files to them last Thursday and have not heard back. They have put me off for months. Please help.

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/04/2025

  Hello we apologize but we do not see an email with your ticket number ****** or your email address ************************************ in our claims inbox. Please make sure you are sending it to ********************************* with your ticket number ****** in the subject line so we can process your request. Thank you  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22874480
  
  I am rejecting this response because:

   

  Attached is a screenshot of the email I sent last Thursday showing the email address and order number in the subject line.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/04/2025

  Thank you for the information request. We have processed your warranty replacement request. Please allow 7-10 business days for delivery. Please cut the cord of your non-working heater before disposing. Thank you and have a great day.  

  Customer Answer

  Date: 02/10/2025

   
  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.

  Thank you for the replacement unit. I installed after it arrived today and it seems to be work great! I appreciate the heat in my house.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/28/2025

  Type:Product 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.

  I purchased a fireplace from Twin Star via my local Lowes store less than 1 yr ago. I called Twin Star to request a replacement part, fireplace, or refund under their 1 yr warranty. I have not been contacted back by the company- with any effort to resolve this issue..

  

  Business Response

  Date: 01/29/2025

  We apologize for the delay. We will have someone call and email you this week. Thank you for your patience and understanding

• Initial Complaint

  Date:01/27/2025

  Type:Customer Service 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.

  Model: DFI-****** SN: AP-992XX-C After approximately 8 total operating hours between 01/01/1025 thru 01/10/2025 an E3 error occurred with the unit. Followed the instructions to the letter to clear the issue, with no resolve. {additionally, during the time of operation, something came loose inside of the remote control unit. Calling Twin Star International for a replacement: Remote replacement is on backorder until late February or Early March - no definitive) Made a call to **************** on 01/13/2025. After logging a ticket with Twin-Star International (here-in-after referred to as TSI) was informed by *** **************** Agent that i would receive a C/B within 24 to 48 hours. Between 01/13/2025 numerous calls were made to *** for an update and no response from Technical Support. Continued response from **************** agents: C/B within 24 to 48 hours. Last call to them on this date parroted the original response: C/B 24 to 48 hours. Reached out to DuraFlame International (here-in-after referred to as DFI) today to discuss the possibility of financial concerns with or otherwise with *** under license agreement with DI. Requested explanation of relationship with *** and DI from DI Customer Relations agent. Requested conference call to from *** agent to ***: agent did not have a DIRECT number to *** agent - conf terminated to *** consumer Automated Attendant. Requested *** agent for Consumer Affairs and was informed that that (DM -Initials) was out today and would return call on 01/28/2025. to_XXX-X23-XX45.

  

  Business Response

  Date: 01/29/2025

  Hello we have placed for the part needed and as soon as inventory is available the part will ship to the customer. Thank you