ComplaintsforMountain View Hearth Products
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Complaint Details
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Initial Complaint
03/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered parts for my wood stove waited over a year and when arrived one of the parts was the wrong size and color I called and emailed several times and they said they would get back to me and never did any of the tinesBusiness response
04/08/2024
Dear ******************,
We apologize for the invonvience with your order, and the fact that we didn't respond to you. After checking, it looks like the correct trim piece was shipped to you on April 2nd. It is scheduled for delivery tomorow. Please let us know if you have any problems with the new piece, we will work with you to ensure it is correct.
Customer response
04/08/2024
Complaint: 21499766
I am rejecting this response because:Someone did call and say they were sending the part Nothing arrived as of yet please provide tracking when and if the correct parts arrive I will accept resolution
Sincerely,
*****************************Business response
04/16/2024
Hello,
The replacement was delivered on 4/9/24. *** tracking number 1Z81W4F80338428620
See attached delivery confirmation.
Customer response
04/16/2024
Better Business Bureau:
I did receive the part delivered on 4/13i am dismayed it took reaching out to the bbb to resolve this however
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
03/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Placed an order on November 8, 2023 for products related to wood stove maintenance for the upcoming winter season. My credit card was charges on November 9th, 2023 for the products.When I received the order confirmation, it indicated that some of the products would take 2 weeks to arrive (in lieu of the 2-5 days that are "typical" for delivery). I was "OK" with the 2 week delivery since that would allow for the products to be installed prior to the heating season.I made several inquires in to the status and was told there was a delay in one (1) of the products.The customer service representative suggested they ship the products that they currently had available, then ship the last long lead item when it arrived, which I agreed to...until he then told me I would be responsible to additional shipping charges for "both" shipments! Unbelievable!!!The products FINALLY arrived at my house on March 14, 2024...127 days from the date of order (well beyond the 14 days promised on the order confirmation as well as the end of the 2023/2024 heating season)...and only 5 days for Spring 2024 arrived!I can't believe this company can treat customers like this.I'm hoping there is something the BBB can do to advert these situations from happening in the future.While I don't intend to ever to business with this company ever again, I'm hoping the BBB can help my situation from happening in the future.Thank you for your help!MarkInitial Complaint
02/12/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Manager promised to send package next day. Package has sat in wherehouse for over a week.No resolution from them. Package still there!Business response
02/13/2024
Dear ************************,
We apologize for the delay with your order. We upgraded you to Next Day Air at no cost and your order is out for delivery today.
Please let us know if you need anything else.
Initial Complaint
12/28/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On December 5, 2023 I purchased three items from Mountain View. I contacted Mountain View several times to confirm the shipping location. After about a week and a half and several calls to Mountain View, I was advised that they were experiencing delays in shipping times and they offered expedited shipping at half price. After paying an additional $82.39 in shipping I was only able to use one of the three items I ordered. One of the items (fireplace screen) was completely destroyed due to poor packaging. The other item was not what I ordered. I was told to send additional pictures and information and that they would look into this. One week later, I had not received any of the replacement parts. I called several times to get an updated status. I was finally made aware that the replacement items would not be shipped overnight, even though that is what I had paid for. I was advised that I would receive the screen nearly one month after I placed the initial order. In addition, I was told that they had yet to confirm what had gone wrong with the lower grille assembly and why I received the incorrect part. I was advised that they were still waiting on a manager to look into this. I am extremely disappointed as I communicated with this business that I needed these products for home that I had recently sold. This was also the same reason that I paid additional money to have the products overnighted. They have been unable to help with correcting my issues and have only offered to refund the cost for the items that were damaged or incorrect. I requested that they refund what I paid for the expedited shipping because this was an issue on their end. I am requesting a refund for the lower grille assembly, the screen, and what I paid for expedited shipping.Customer response
01/04/2024
The business has been in contact with me and have refunded my shipping and damaged items. This complaint can be closed.Business response
01/14/2024
This customer has been refunded.Initial Complaint
11/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This company sells pre fabricated fireplace panels and absolutely refuses to tell you the measurements of them. This makes you have to literally guess which one will fit based on the size of the opening of the fireplace. The also refuse to issue a refund if you happen to order the wrong sized refractory panel because you cannot obtain the information you need to order the correct one. My order number was ******.Business response
11/29/2023
This customer was refunde in full on 11/28/23.Initial Complaint
11/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My boyfriend went to place an order for my stove so I used my credit card for payment. When submit order was done, I received a message that "something went wrong. Your payment was denied". I verified the information was correct and submit again and got the same message. We thought maybe it was because he was placing the order but we were using my credit card. I checked my account online and they had actually charged me 4 times for the same amount. I called my credit card and had them cancel the charges. My boyfriend then proceeded to use his credit card and he got the same message. He called his credit card and he was charged 2 times for the exact same amount. He then called Mountainview and was told they do not have an order for him. So who charged his card and got the money? And we have no parts. Going to find another company to deal with. This was too shady for me to give another chance.Business response
11/29/2023
Hello,
A credit card may be declined for any number of reasons. Typically, the card will be authorized but will not settle due to the decline. We do not have an order for *************************** with the provided address. Without knowing the date of the atempted transaction, nor the boy friends name, we are unable to provide a reason for the decline or any addtional information.
Should the customer choose to respond with the boyfriend's name and address as well as the date of the attempt I would be happy to provide more information regarding the reason for the decline and proof that the card was not charged.
Initial Complaint
02/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an ******* impingement plate on February 9 received it it was made incorrectly and would not fit my stove. They will not replace it and or send me a shipping label to return their item. They want me to send pictures measurements of the original one. I am not the one that needs to tell them how to make a pellet stove part. ******** care would not help me in returning this item as it is no use to me because it was made wrong.Business response
02/27/2023
Customer reached out to us for assistance with solving this problem; however, customer will not respond to requests for more information so that we can resolve issue. See attached email thread.
Initial Complaint
10/24/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On 10/23/22 I placed an order with wood furnaces.net for 10, 2 Valterra slide valves for $18.81/each(advertised price) for a total of $181.00. Payment was sent via PayPal to Mountain View hearth products (sister company to wood furnace.net). Later in the day I received an email stating the valve price has increased to $31.40/each and that I owe $133.00 more but they would take $33.00 off so they would need payment of $100 more proceed with the order. I contacted Mountain View hearth products on 10/24/22 and ultimately spoke to office manager *** in regards to the situation and she stated i had two choices, pay the extra $100 to proceed with the order OR cancel the order entirely. As a consumer, I ordered, sent payment for valves at the companys advertised price. Changing prices after something is bought and paid for is unreasonable business practices. As I stated to ***, I feel the price advertised and the the price I paid should be honored. She said that wasnt possible but did tell me its a s***** way to treat a consumer .Initial Complaint
02/11/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We purchased a stove glass and stove cement and added on 2-day shipping.We never received the order and contacted the business. The business opened an investigation to see what was going on. The investigation revealed that ***** never delivered our order, but instead returned it directly to the business. We never received the order, put simply.The business offered to ship the order back to us for roughly $27. Then after a little debate, the business wanted to charge us roughly half that amount to ship the order out again. We declined to pay another ***** since the order was placed roughly one month ago!!! When we reviewed the refund (then changed to "partial refund") it was less than what we paid. The business charged us a "re-stocking fee" for an order that was never received by us. Where a re-stocking fee tends to take place is when a customer RECEIVES an order and decides to RETURN it, this is completely understandable and a reasonable business practice. BUT where the business FAILS to deliver the order/services as paid for, it's not a fair nor reasonable business practice to charge a "re-stock fee" as the order/services were never completed!We demand a complete refund from this business, and if the BBB cannot resolve this issue we will seek all equitable remedies in small claims court. Paid: $234.29 Refunded: $186.30Business response
02/23/2022
Hello,
We apologize for the inconvience with this shipment. Your shipping charges have been refuned in full. Please let us know if we can assist with anything else.
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Customer Complaints Summary
11 total complaints in the last 3 years.
6 complaints closed in the last 12 months.