Business ProfileforNorth Country Fire

AWFUL This whole experience has been awful. My fireplace arrived damaged and the company is dragging its feet on sending a replacement. It’s delaying my project by weeks now. Customer service has made mistakes and barely communicates. I now have to fight this with my credit card and the Better Business Bureau. UPDATED 1/8/24 The company's response to my original posting is a joke. They refused to replace the unit and the fixes that needed to be made were inaccessible. The company's solution was to have my installers "Zoom" with their tech support to make the fixes. HORRIBLE. In addition, my installers had to take apart the entire unit and were unable to access all of the parts they needed to access. I would never purchase from this company. I now have to dispute this with my credit card company.

Dear ***, Although our favorite reviews are positive, our bad reviews are the most important to us because it gives us a chance to address these statements in an open forum, and hopefully benefit our future customers. We sincerely appreciate you taking the time to update, and continue to write your reviews. In the realm of freight delivery, the unfortunate reality is that damages can occur during transit. We strive to minimize these instances, yet they are sometimes unavoidable. Prompt identification of these issues is essential for swift resolution. Following the review of your case and the images you provided by our technical team, it was determined that a complete unit replacement was not necessary, and in fact, was an installation issue made by your team. To facilitate the dispatch of the appropriate replacement parts, a thorough troubleshooting process was required by the manufacturer. Regarding the delay in processing your claim, we acknowledge that the incorrect order number you initially provided contributed to this setback. While we understand this was an inadvertent error, accuracy in such details is vital for expediting resolutions. Our team is committed to effective communication and resolving conflicts diligently. However, cooperation from our customers is fundamental to achieving satisfactory outcomes. The correspondence from our staff clearly demonstrates our dedication to your satisfaction and our efforts to gain your trust throughout this process. Multiple representatives have attempted to relay this information, including our technical specialists, but we still have not gotten the information we need to help with potential replacement parts, again, if that is even necessary. The last time we heard from you and your general contractor was 1/5/2024, which resulted in your contractor hanging up on us after threatening to file a chargeback. Since then, we have called you, and K****, 4 times last Friday, and twice today (when we reopened) with no response. The next thing we hear from you again, is an update to this review, and another threatening email. We’ve sold thousands of units to satisfied customers, and we’ve had our fair share of issues in the process, and we’re always working to improve our process, but we’ve been doing this for a long time, working with experienced installers, and service technicians is paramount. We’re typically able to work with these experienced installers, and quickly rectify issues when they come up. These units require installation. The whole reason why we have dedicated installers and service technicians, just like the furnace in your house, if something breaks you do not replace the entire furnace. These fireplaces are similar. If there is a faulty or damaged part, the technician simply replaces the part. We empathize with the frustration that delays can cause. It is imperative that we maintain a collaborative, calm, and professional approach to resolve this effectively and efficiently. We have consistently been willing to work through these challenges with you and remain available for resolution, but it does not help that the only communication we have received from you, and your contractor, is of a threatening nature, along with your unwillingness to help us identify the issue with the actual fireplace. However, it's important to note that once a chargeback is filed or reports are made to external bodies like the BBB, our ability to assist is significantly restricted. Our goal is to resolve this issue amicably and efficiently, but such actions can limit the support we can provide. We remain hopeful for an opportunity to rectify the situation in cooperation with you. Warm Regards, The Team at North Country Fire