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:07/09/2025

  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 am building a home in **************** and am coming up for final inspection soon. the pellet stove was delivered on 6/26, and my contractor opened the package, and the pellet stove was damaged. I emailed the company and filled out a claim that day. The claims department responded promptly; I sent pictures of the damage and I called the trucking company, ******************, as I was instructed by Comfortbilt, and that (trucking co) person told me I should call Comfortbilt. After much discussion with claims, I was told that I should not have accepted the delivery and that information was on Comfortbilt website. However, I had called the salesperson #*** and ordered the products I needed because I was relying on their expertise concerning the pellet stove because I am not familiar with all the parts I need for installation and that meets Washington's efficiency codes. The owner **** ****** was out on vacation, so I could not discuss the issue with him, so I waited for him because the employees did not have authority to offer me anything else. They did offer me replacement parts and a second year warranty or the original warranty of 1 year and $199 refund. I wanted a new stove; however, due to time restraints, I was willing to accept replacement; however, I still wanted 2 year warranty and a better reduction of price. I waited a week to speak to **** ****** the owner. However, he refused to talk to me or discuss the issue, on July 7th, and as of July 8, I have been out $2300 for a damaged product. I called again this morning and ****** still refused to talk to me when I have waiting over a week now, and my final inspection is coming soon.. Through email to his employee, he offered $200 refund and the extended warranty. Still, he refused to phone me. This is disturbing when he has an "A" rating with BBB. Disgusting and heartbroken. He is violating BBB standards for trust. He needs to refund me a reasonable amount ($700) since I will have to pay to install.

  Business Response

  Date: 07/09/2025

  Hi we are truly sorry that the product arrived with damage. It was not shipped that way. We want nothing more than the products to arrive safely and in great condition as shipped.  We place stickers on every unit shipped to inspect upon delivery by the receiver. ***** was on vacation as the summer is the slow season and returned to work July 8th. The claims processor tried her best to resolve the issue.  If the consumer accepts the item and signs for the product the responsibility comes back to the customer and shipper and not the trucking company. The shipments range in cost around $400-$500 and without the Bill of lading signed for as damaged then that freight claim cannot be processed. If the unit is picked up and replaced this whole cost is then upon the shipper for the $1200 in shipping alone.  The person that signed for the product stated that it was not damaged and we cannot file a freight claim. in lieu of the $700 that you are stating,  it is the same as we have sent all panels $380 and a refund of $200 plus an extra year of warranty for $329.  If you would rather have the $329 refund in place of the extra year warranty please let us know by calling our claims processor.

• Initial Complaint

  Date:06/16/2025

  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 purchased a comfort bolt hp22 pellet stove from Lowes 9/10/24. We hadnt started using it for about a month maybe more from delivery as it wasnt cold enough. Using it for about 2 months it backed up and over heated and shut down. When I called the company the told me I needed to change these gaskets every 50 bags of fuel. Ok but is the machine that sensitive to break? Well this became a ***eating offense for this product. I reached out to the manufacturer who basically told me I didnt know what I was doing. I have ***aired this so many times I am an expert on this. In all my attempts to reach out to them through chat they had requested photos and asked what I wanted. I told them I didnt trust this 2000$ paperweight as it caught fire and could have caused serious damage to my home. I wanted to return it and in my conversation yesterday the *** proceeded to say about the 30 day warranty. I understand that. But I explained I didnt start using it until more than 30 days past purchase. Now no one can tell inflection but his last comment was to contact the store, they didnt take my money. They made the product, sold it to the retailer to resell. But they refused to even entertain the product may be defective. No I have this all but useless fire hazard that has fire damage that somehow is my fault. I clean as recommended I installed new venting ducts when I installed it. And my chimney was professionally cleaned. But they insist its on my end. Regardless I need help if you can.

  Business Response

  Date: 06/16/2025

  Hi we are sorry that you had a bad burn in the pellet stove.  There are numerous reasons these occur and can be found on many blogs and everywhere on the internet to prevent these occurrences. Typically they are a result of improper airflow/ bad pellets/ improper installation/ burn pot not seated in cradle/ As a manufacturer we provide the necessary steps in every manual with QR codes and do everything to mitigate any issues. To resolve the issue. please send all pictures of the installation/piping/ type of pellets/ cleaning procedures/ and any other information to the email address of ******************************* or also we can have a pellet stove field technician to pay a visit to your home to discover what might be the issue. Since there were no transactions taken from us directly our business partners ask that you deal directly with the entity from which you purchased an item like all other manufacturers. We provide the 1 year parts and labor only throughout the warranty. We are here to help if you send us the pictures we can get started.  Thank you.

• Initial Complaint

  Date:05/16/2025

  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.

  Comfortbilt has known full well about the issues regarding model HB42, it's been well documented. They best answer they can come up with is that it's user error, rather than the known fact that they have made changes to the parts they use for their operating system. Going the cheaper route. Their ticket system and customer service is a complete sham. They offer no real guidance and have no clue how to fix the issues they created and have decided to saddle their customers with. Anyone can easily check on the issues regarding this and some of their other models. We have documented our issues through the company that installed this unit. This company has said that Comfortbilt has told them it's an user issue which is absurd since the company that installed the original unit and a replacement set the settings which we never modified. There's also an additional of the sound of car backfiring when the unit cools down. Comfortbilt needs to step up and own the issues they created and not try to pass it off on their customers. Terrible company that lack integrity.

  Business Response

  Date: 05/16/2025

  Comfortbilt has been making quality pellet stoves for nearly 15 years with a great track record.  The same parts are in many models and have great 4 and 5 star reviews.   unfortunately we cannot look at every unit that is installed and have to rely on the installer to do the job correctly and by the manual. Over the years we have seen many installations that would leave you second guessing for sure. So lets start with some basic pictures of the installation.  Front/back/piping/ type of pellets/ etc.  We can help determine why it is not running properly.  If a unit backfires that means something is wrong with the installation and airflow. We are here to help figure it out. If you are close to ** we can drop it off and go through it to find if there is something wrong.  If you are close to one of our dealers we can have one look at the unit and installation. If you want over the phone ask for ******** or ******* at ************ or email **********************************************************.  If there was an issue with the units we manufacture and sell it would be widespread but it isnt. So if you would like help please send the pictures of the installation and we can help. If you are within 30 days of purchase then it can still be returned to pace of purchase.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23337784
  
  I am rejecting this response because: There are known widespread issues with the HB42 unit, which you are aware of! To say otherwise is disingenuous.  Even your installers admitted such and were working with others on these issues which they say you are unwilling to resolve, passing responsibility to your customers. They also advised customers that you are "inundated" with complaints. 

  The issues with HB42 unit are as follows low temperature warning where unit shuts off in temperature and thermostat mode and will not go back on. In thermostat mode unit does not shut off once temperature is reached and will keep running well over the set temperature. Again all known issues, which you are aware, all you have to do is look at the complaints at this site for starters. Your installers have been out many times "changing the settings" to no avail, this is on two separate stoves. Not a unit issue? The installers say you are blaming the customers even though customers have not been the ones to set the settings and the installers have supposedly been on the phone with you multiple times and have gone through with you step by step to get the "settings" right. Clearly this is not a settings issue and is an issue with the unit. As for the installation the first unit did not backfire, the second one does, nothing different was done in the second installation. Pictures attached. 
  
  Sincerely,
  ***** ****

  Business Response

  Date: 05/19/2025

  The HP42 is the most efficient pellet stove on the market.  The unit if installed properly with a straight horizontal exhaust is a better way to ensure that a pellet stove is not holding back any pressure on the exhaust.  When a Tee or vertical piping is used it will then make the unit use more pressure to alleviate the exhaust fumes out. The HP42 settings are precise tested settings that work great i MOST applications but not all when a different exhaust setup is used. If you supply the pictures of your install we can further help. You can email the pictures and the settings in the unit currently to our main email inbox ******************************* where our experts can help with a resolution.

• Initial Complaint

  Date:01/08/2025

  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.

  Purchased a comfortbilt hp42 November *******. The first one arrived with a broken door. We personally had to take the stove back to the store and purchase another stove. We installed it ourselves. We have had multiple stoves. We have had nothing but problems with the stove since start up. Trying to contact customer service is impossible. They will email with things to try but it takes days to respond. The stove overfills the burnpot then shuts itself off. It will shut down with a low temperature fault. It needs warranty service but I can not get anyone to call or respond. It is 5 degrees outside and I can not rely on my main source of heat to work correctly. I am over this stove not working. I just want my main heat source to be reliable. If they cant fix it then give me a refund and I will get something that will work and be reliable.

  Business Response

  Date: 01/08/2025

  Hi. We are sorry you are having trouble with the unit.  Most likely it is something very simple to resolve.  The owner's manual displays many steps for troubleshooting the unit but in the event you cannot get the unit to work properly after viewing the manual or watching the You tube video links then the technicians at Comfortbilt can help you. With any new item there is a learning curve. The best ways to reach the technicians is On-Line at ************************** or ******************************* or even ********************************* The units feed rates and air settings work for most every install but may differ with type of pellets or install procedures.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22782108
  
  I am rejecting this response because:

  we have watched the videos and we have contacted through email. It takes 3-4 days for any answers and in the meantime the stove shuts down everyday. It is 5 degrees today and this stove is our primary source of heat. We are just asking for a phone call to assist with the stove. 
  
  Sincerely,
  
  **** ***********

  Business Response

  Date: 01/09/2025

  Trying to call now but phone number isn't available.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22782108
  
  I am rejecting this response because:
    I am currently at work and the number listed is my cellphone number . This phone sits directly on my desk at all times. The phone has not rang once today. Unless you called someone else, they did NOT call me. Also, I am not home so I cant fix it if I am not there to be near the stove. They are supposed to to call my husband, not me. He will be available after 2 pm ************. He works nights. Currently sleeping. 
  Sincerely,
  
  **** ***********

  Business Response

  Date: 01/16/2025

  Hi Mrs. ******************   Usually if a burn pot is clogging is a sign of an airflow issue.   We will call your husband today after 2pm but we may need to get pictures of the installation to determine if the unit isn't getting good airflow. But we will have our 2 top technicians on the call.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22782108
  
  I am rejecting this response because:
  This stove has been retuned to where it was purchased. I order to have an airflow problem the stove has to stay running. This case can be closed as we longer own this stove. Unfortunately we can not go without heat and your desire to not want to help us for 3-4 weeks was not acceptable. So thanks but no thanks. 
  Sincerely,
  
  **** ***********

  Business Response

  Date: 01/17/2025

  accept your response as we never know how the units are installed in the field but we are sorry it did'nt work out for you and glad that you have the resolution.

• Initial Complaint

  Date:01/06/2025

  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.

  My wife and I bought a Comfortbilt HP22 pellet stove from ********** in the fall of 2022. We have had problems since early 2023 and had help from the support staff of Comfortbilt. One of the main problems was the the igniter, which we replaced three times, the last one after only a month from the previous one, and were advised to install a longer-lasting ceramic version which cost $89 but we did it anyway, in February 2024. In early December 2024 the problems started up again and the support staff were helpful again, but just before Christmas the stove died and has not worked since. We were advised to replace the main switch (for the second time) and noticed melting of the covering of one of the wires. I was told this was from a dying igniter and when I questioned the one year replacement warranty all communications ceased. Email, chat on line and phone calls all went unanswered. This is our main heat source for the house and a polar vortex is bringing single digit temperatures day and night. I have bought the new main switch, and bought but not yet received the new igniter, but have questions that Comfortbilt alone can answer, before I install them. We do not know what has caused the problems so we are not willing to just keep replacing parts without an explanation from Comfortbilt. Obviously we need them to support their product by getting back to us. We feel like either we purchased a lemon or these stoves are not worth the $2,000 they cost.

  Business Response

  Date: 01/06/2025

  Hi *** and Mrs.  *****.  With any machine there may be breakdowns due to the nature of the workings of the units or the installations at times.  What causes a premature ignition failure is the likelihood of using in the *** program turning the igniter off and on numerous times throughout the day using 450 ***** each time. The new ceramic igniter is out for delivery today, and once that is installed and the new main switch is installed the unit will be operational again. To reach the tecnicians you can choose either On-Line Chat/ Phone calling ************ for tech option 3 for a call back or even an email to ******************************* or **********************************************************.  The new ceramic igniter uses half of the power consumption as the steel igniters. When installing the main switch check the end spade terminals for a secure connection. We will credit your purchase on the igniter since you had difficulty with the steel.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22769803
  
  I am rejecting this response because: they obviously did not familiarize themselves with our problem. I had already installed a ceramic igniter in the middle of February and it has already failed, though more months were spent not using the stove, ie summer. I had previous to that used a metal igniter and replaced it three times. As I stated in the original complaint, I had tried to reach someone using chat, email and phone, as the responder recommends, leaving messages in all areas, but never received a response, until I lodged the formal complaint with the BBB.

  I think they did not read the complaint thoroughly, so they missed the key points.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/23/2025

  Hi we are sorry the unit has had igniter related troubles.  Sometimes this can be caused by the neighborhood power grid fluctuations, the constant starts in the *** program mainly, or even the electrode in the igniter itself.  No way to really tell what caused the failure but rest assured the ceramic and the quartz igniters have been proven to last much longer than the steel igniters. This issue happens to all brands on the market as to why every manufacturer has replacement parts. Steps to take, are ensure the unit is plugged into a quality surge protector and being used on a dedicated outlet.  Air purifiers and dehumidifiers can cause power disruptions. Power hiccups are more common in the springtime with thunderstorms and in winter with snow or ice gathering on power lines. Also check to ensure that your electrical panel is grounded.  We will gladly refund the cost associated with any igniters that you have purchased. 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22769803
  
  I am rejecting this response because:

  I had already installed a ceramic igniter, which failed with only a couple of months use. 

  The igniter is only one of many problems,  the most recent of which is the smoldering firebrick behind the burn pot causing an air leak resulting in backing-up of pellets into the chute, which could lead to a fire in the ******. Comfortbilt did not respond to a request for help about this problem.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/24/2025

  Firebrick cannot smolder, that is a sign the stove is clogged with ash inside and needs a thorough cvleaning.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22769803
  
  I am rejecting this response because:

  
  They can say the firebrick cannot smoldering, but we both saw it happening and if it happens again we will submit a photograph. 

  From Firefighter:

  Yes, bricks can catch on fire, but it is not very common. Bricks are made from ceramic material, which is generally resistant to high temperatures. However, if exposed to high enough temperatures for a long enough period of time, the bricks can become weak and may eventually catch fire. Additionally, if the bricks are in contact with an ignition source, such as an open flame, they can ignite and cause a fire.
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/19/2024

  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.

  This came with a parts/labor warranty. A part known to be bad failed(as per *********). He did send a new part but there is no one that will put it in and we can't. I now have a $1200 boat anchor. It is getting cold fast and we can't be worrying about our heat. I am 66 and not able to get down to work on these. Purchased 2 of these a 22 and this 40. We had not used the 22 when we purchased the 40. Both were unused until winter and then only a short time. The 22 failed at start and never did get fixed it is now junked. The 40 worked for about 2 to 2 1/2 months. These have a KNOWN problem with the ignitors in these(as per ******). They sold them anyway without changing the part to a newer "second generation" one first. Must hope it will last a year before failing after all they are only used 4 to six months a year. We were forced to burn a ******* worth of fuel in 2 months trying to deal with these junk products. I would love the chance to explain the whole thing. Waiting to see if we file suit here as this is where it was purchased from. This company is using a "warranty" has bait to sell junk. Comfortbilt should never be allowed to sell products that offer a fake, fraud warranty. Our daughter (an attorney) is checking to see if this act is illegal. Now we are stuck. Still paying for this junk plus interest so we can't buy a good better built heater that works. The stress is very hard on us both being older and somewhat disabled. Looks like a long cold winter.

  Customer Answer

  Date: 08/20/2024

  This is a seperate purchase. The first was an HP22. That one was junk and could not be repaired so the refund. This one was purchased a short time after the 22 for a smaller room in our home. We did not use either one until late in Oct to somewhere in December. This one was adjusted by myself with the guide of a CB tech ********* I would need to explain better not enough space here but we ended up with another Alpine 40. We were conned into thinking the 22 was a 1 in a ****** thing. We ordered another 40 to replace the 22. The day after that the 40 failed and is still non op. Again I am told ** knew these ignitors were bad but didn't change them before selling and shipping out. Seems most of these will fail and they hope to send parts and leave to buyer to provide the "labor warranty". ***** to cancel the purchase but it would have cost use $500.00 to do so. We excepted the crate with another ** ******. So we now have 2 Alpine 40's. I know for sure the new 40 will also fail within 2 to 6 months. Their own techs told me that without thinking about what they said. They admitted they knew these were built with junk parts. Just sell them and hope they last more than a year. Scammers. We will be without out in a large part of the home. Still paying for these junkers and can't charge replacements with good heaters 

  Business Response

  Date: 09/10/2024

  Response to customer.  The customer purchased a model HP22 on June ********* that was totally refunded by Comfortbilt after using for the winter season.  Usual refund is within 30 days of purchase. Records show . The smaller unit HP40 was then purchased as the customer needed a small stove.  The units have been on the market since 2014 with rave reviews nationwide on numerous online channels as well as select dealerships. The units are shipped since 2014 with the same igniters that are in the unit HP40 for the customer. They are not junk as the customer has stated. The igniters are put through rigorous demands of 450 ***** of power then become cold afterwards so the intense extremes will make the igniters fail sometimes. The newer stoves after 10 years are now manufactured with generation 2 igniters making for a faster startup time. Customers can still use the units without the igniters by using starter gel and a match to make the fire. Comfortbilt is proud of the 4.8 star ratings provided by the hundreds of thousands of homeowners and we strive for providing the very best products and service. I am sorry that your igniter failed on the unit and will seek a professional chimney sweep or pellet stove technician in your area. Your unit is still under the 1 year warranty that expires on September 20th 2024. So the repair and igniter are at no cost to you. Pellet stoves require cleanings and basic maintenance periodically. Should you need to have the unit cleaned or repaired after the warranty period expires please find a local chimney sweep or pellet stove technician in your area that can serve you well. As you mentioned you are 66 years old and not able to get down and work on the machine. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22163474
  
  I am rejecting this response because:
  The 40 stopped working in Feb. of 24. A part was shipped to us and we were told a repairman would be provided if we could not do the repair ourselves. One year labor warranty is clear in the owners manual and the ads for these. It has been since July and still no repairperson or even one scheduled. There are none. The "greatest reviews ever" are hype. The true ones that show these are junk disappear somehow after a few hours to a day. That makes no difference here. The 1 year labor warranty is bogus and nothing but hype to help sells. I am sure there are many more of us out there. Class action is looking better and better. Daughter is an attorney. We are old and don't need this lying from any company say much more one making sells here for *****. Cold here now and this about lighting with a starter goo and lighter?? Do you want flammable goo sitting around your home? I am 66 and if the ads said "light with lighter on your knees I would never buy a ****** like this. Read the ads online for these. This heating help as been a curse for us and has only cost more. All that will be in detail when the intent to file is done. Fix it. Pay so we can get it fixed. Honor the warranty and stop giving one has part of selling these. Your own **** "heard by all of us on speaker" , told me CB knew the parts were junk but shipped them out anyway. Replacing the Part on these with a "second generation" ignitor. Change the junk BEFORE you ship it to folks. You hope they will last the year since they are only used a few months a year. Then the buyer gets to pay. Scam. Is this fixed yet?? When?? sincerely,
  
  ****** *******

  Business Response

  Date: 10/16/2024

  We are arranging a repair technician to come to your location to replace the igniter. We realize that it is starting to cool down in your State. We ahve also refunded your purchase for your inconvenience of not having the auto start feature.

• Initial Complaint

  Date:02/13/2024

  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.

  Purchased 2 stoves.Both have issues from first use.HP22 delivered on 6/19/23 & Alpine 40 delivered 9/21/23.Did not use either until mid December.The 22 would never turn off the alpine turned itself off and sent a code.After several calls and a few hours a tech guided me through adjustments to get the 40 working at an acceptable level though not perfect.Rep said I had to purchase extra parts to take care of the 22.After several calls A rep admitted there were problems with control boards on many.He sent a board that turned out to be used junk.He sent another that I also had to install.Made the problem worse.Even after explaining that my wife and I are both disabled he wanted me to continue to work on this 1 year warranty for parts/labor unit.He then sent an external thermostat that I had to install.Wiped out my back getting down that low to work on this thing but no one else wants to touch it.It may viod the warranty.The thing still runs nonstop until manually turned off.Can't be used left unattended or in the manner it is advertised as working.It eats fuel and is dangerous to leave at night or while away.Rep last said boss was going to conventions as were himself and other employees.I would have to wait for them to say what could be done.Still waiting a week later.As per the 1 year parts/labor warranty they should replace it with one that works,send a repair person or give back our money.Purchased in my wife's name(*************************)but she can't deal with c*** like this due to the stress.We are both limited on what we can do and are getting old.Do not need this from any company.Seems there is no labor for these except the person who buys them and at no cost to comfortBilt.I am not their free labor and repair tech.Fix it or replace it.Give back the money since your warranty is bogus & a scam.Why should the buyer need to wait while the boss enjoys a vacation on our money?I hope our attorney can find time to deal with the back/shoulder pains left by working on this junk.

  Business Response

  Date: 04/02/2024

  Yes we responded last month.  We did a full refund for the customer.

• Initial Complaint

  Date:03/21/2023

  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.

  This device has been inoperable less than it has worked in the first six months that I have owned it. I have had several parts replaced, pellets got jammed and backfired the ****** which caused a backfire and complete mess in the oven. Ive taken countless hours out of my time to clean and learn how to fix every part of it. They do not sent technicians out to you unless you spend hours on the phone with their customer service. The technician that did eventually come gave false information back to their team and blamed the failures on me. He also left screws out of the stove and did not secure the chimney liner when placing it back and caused smoke to go throughout my home. It is currently inoperable, I have notified them and they keep blowing me off.

  Business Response

  Date: 03/21/2023

  The unit appears to have had a ****** fire. We are sorry to hear and see this. This is caused by limited airflow.  The stove isn't the fault as it only pulls in air and pushes it out.  Sometimes the installation is not correctly done and having too many elbows or length of piping causes this. Are any pictures taken of the installation. Pellet stoves are Forced Air meaning the air coming in must also have the same amount exiting without clogging. When the burn pots are clogged the air cannot exit. Two solutions, one is to clean the unit and reinstall the auger to test operations. But lets start with pictures of the installation to help determine what actually caused this.  Please  Email any pictures that have been taken.  Depending date of purchase and retailer if under 30 days is fully returned. If the unit is past the 30 days it is covered by the parts and labor warranty for one year. Attached are blogs and proper installation metrics. ****** fires are common amongst pellet stoves and pellet grills but they can be avoided with proper installation and maintenance.

  The installation of the exhasut piping plays a key roll in performance. The below EVL charts are guides for proper airflow. 

  90 Elbows or Tee: (Each) 5 EVL Units
  45 elbow: (Each) 3 EVL Units
  Horizontal Pipe or liner: (Per Ft) 1 EVL Units
  Vertical Pipe or Liner: (Per Ft.) EVL Units
  17 EVL for 3 pellet vent pipe or liner
  27 EVL for 4 pellet vent pipe or liner

  A lack of maintenance is often the root cause of pellet stove fires. Fly ash can accumulate in the ash traps and the flue, resulting in blockage. Additionally, the burn pot's air intake holes can become clogged when ash is heated to its melting point, then re-solidifies.

  Lack of maintenance is usually the root cause of these types of pellet stove fires. A pellet stove is designed for a small, fierce fire in a particular area of the stove (the burn pot).
  
  Other areas of the stove are designed to be kept relatively cool by the flow of convection air over the heat exchanger. Obviously the ****** and the electronics will not tolerate high temperatures.
  
  A burn pot can become overloaded, which results in a larger than normal pile of pellets accumulating. If this happens, a pellet stove can try to turn itself into a wood stove.
  
  Two things can cause this situation. Firstly, blocked air flow to the burn pot can be the result of a build-up of ash underneath, so remove the burn pot regularly and check the air flow is clear. Sometimes, the combustion air holes in the burn pot can become blocked - they need to be checked and cleared out periodically.
  
  The second situation is when poor quality or damp pellets are slow to ignite, causing a similar build up.
  
  If this happens, the pile of slowly burning pellets can suddenly ignite causing a small explosion within the stove.

   

• Initial Complaint

  Date:03/03/2023

  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 will have to reach out to our rep for ***** never had this come up for us to do a claim for someones stairs... They look like they need a sand and restain not full replacement of the treads... I do apologize that this may be frustrating but knowing that this was a possibility with being that you needed to get a stove down these stairs that this could of happened.. The stoves are not light and by the looks of the stairs not much room to work with getting it down them...""<********************************>This is what you will get working with Comfortbilt.

  Business Response

  Date: 03/03/2023

  We are sorry that ***** has caused you distress. I do see some minor scuffs on the tread. I do knowthat  ***** does a great job at delivering the units.  The narrow hallway and stairs to maneuver plus the fact the unit weighs 320 lbs made it even harder. The issue is with ***** as the delivery agent. ***** is looking into your claim. A  trim ********* should be able to resand and stain the stairs to make them look great again. The ***** representaives are involved and are awaiting a final conclusion to the matter.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19503133
  
  I am rejecting this response because:

  Wood is missing from the tread, can not be sanded and restain. Need to be replaced. I sent you the response from ***** and was told the shipper had to file the claim. 
  Sincerely,
  
  *****************

  Business Response

  Date: 03/03/2023

  ***** is taking control of the claim. They are the responsible party. ***** representative is reaching out to their department that covers claims.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19503133
  
  The I am rejecting this response because:

  The idea that I should expect damage is unacceptable, you customer service reps quote below. SEE BELOW  
  I still have an issue with the low temp error. The error happens 2 to 3 times a week- ****** is always full when the error is active.
   I had to wait for an email containing the password and feed setting -this should have been done before the stove shipped!
  
  I spent too much time adjusting the feed setting, I assumed the stove would work out of the box!!

  
   I do apologize that this may be frustrating but knowing that this was a possibility with being that you needed to get a stove down these stairs that this could of happened.. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/12/2022

  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.

  On 12/11/22 the pellet stove they sold the previous owner of our house caught fire. We contacted them and explained the situation and they pretty much told us that the warranty does not transfer and they won’t do anything about fixing it. It is the sole source of heat in the middle of winter and instead of trying to work with us to fix it they won’t do anything about the fact their machine almost set my home on fire with us in it.

  Business Response

  Date: 07/03/2023

  We were deeply saddened to learn about the fire incident involving your pellet stove at your home. We understand the distress and frustration you must be feeling, and we want to express our sincere sympathy for the inconvenience and potential damage caused.
  
  Regarding the warranty, we regret to inform you that it is not transferable in situations where a pellet stove is sold with a house or through a third-party transaction. This policy is in place because it is challenging for both you and Comfortbilt to ascertain the maintenance and cleaning history of the stove under such circumstances. It is comparable to purchasing a used car without knowing if the previous owner consistently changed the oil, and then blaming the car manufacturer for any subsequent engine failure resulting from improper maintenance.
  
  While we acknowledge your concern about the fire occurring within the fuel ******, we want to assure you that we take this matter seriously. It is important to note that ****** fires typically transpire under very specific circumstances that often involve an airflow restriction of some kind, usually due to an accumulation of ash in the system resulting from inadequate maintenance. To provide you with further insights into how and why this can occur, we recommend referring to the following resources: 
  **************************************************************************************************************************
  and
  *********************************************
  
  Although we are unable to cover the cost of a replacement stove or labor for repairs due to warranty restrictions, we are wholeheartedly committed to assisting you in diagnosing and troubleshooting the issue. We are more than willing to work together with you or your preferred service professional to restore your stove to perfect working order. Our lead technician and Technical Ops Manager, ********, is available to provide comprehensive technical support and guidance. You can reach him at the following contact details:
  
  Email: *******************************************
  Phone: *********************
  
  Once again, we extend our deepest sympathies for the distress caused by the fire incident. We genuinely value your satisfaction as our customer, and we are confident that by working together, we can rectify the situation and ensure your stove operates flawlessly. Please do not hesitate to reach out to us if you have any further concerns or require additional assistance.
  
  Thank you for your understanding.