Complaints

This profile includes complaints for Captain Soot Chimney's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Captain Soot Chimney

  1349 Montauk Hwy Copiague, NY 11726-4909

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  Captain Soot Chimney

  60 Baylawn Ave. Copiague, NY 11726

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:12/23/2022

  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 wood stove from this online retailer in 2020. The stove was professionally installed in a new cabin and put into use fall 2022. The glass door of the unit cracked and I applied - under the 3 year warranty - for the glass door replacement part. The warranty reads as follows:"**** ***** warrants to the original consumer of the product the following: 3 years parts (1 year labour) Firebox, Castings, Glass (glass for thermal breakage only, not impact)"The retailer has refused to honor this warranty, claiming it was our negligence which caused the break. On further inquiry, the retailer said the ONLY time they replace glass is when a break occurs during the "first burn," which makes no sense given that the glass is warranted for 3 years and that the warranty does NOT state the glass must break during first use.

  Customer Answer

  Date: 01/17/2023

  At this time, I have been contacted directly by Captain Soot Chimney regarding complaint ID ********, however my complaint has NOT been resolved because:

  The retailer (Captain Soot and Fireplaces-**Us) and the manufacturer (**** *****) have both denied my wood stove claim.

  The glass warranty for this unit is 3 years, but they now insist that the glass must break on the FIRST FIRE - thereby negating the 3 year warranty.

  The glass in my wood stove did not break during the initial tempering process last summer. But it did break upon the first hot fire in December 2022.

  Nevertheless, no one will stand behind the 3 year glass warranty.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***********************

  Business Response

  Date: 01/17/2023

  The manufacturer denied their warranty claim as their glass warranty only covers glass breakage upon initial useage of the wood stove which would cause any imperfections in the glass to cause a failure upon 1st use. The stove is over a year old and it was not the initial firing. We are not the manufacturer of this product , it is warrantied through the manufacturer . This is a common policy in the wood stove industry not isolated to this one particular company. 

  Customer Answer

  Date: 01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Both the retailer and manufacturer are responsible for honoring the 3 YEAR glass warranty on this wood stove.

  Their position - that the glass must break on FIRST usage - is NOT stated in the written warranty.

  Moreover, their position TOTALLY negates the warranty. In other words, who waits 3 years to fire up a new wood stove?

  Lastly, the glass DID break upon the first FULL-HEAT fire. After the initial tempering of the glass, the stove was not used again until December 2022, when if cracked.

  Bottom Line: This warranty is fraudulently issued, since neither the retailer nor the manufacturer will honor it. CONSUMERS SHOULD BE WARNED.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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