Complaints

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• Initial Complaint

  Date:10/27/2025

  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.

  We hired this company to come out and clean our pellet stove and the chimney that is attached. He didnt do anything and actually gave out information that could have lead to fire or death. We had basically already cleaned the inside of the pellet stove, replaced gaskets and did a system check. He takes our exhaust pipes apart and then sends a text explaining you cant get it off after its applied. Its written on the exhaust pipes high heat sealant is needed. We called the company and the owner backed the worker up. The guy didnt do anything even as gaskets were replaced, the inside of the stove and ash were clean, we just needed the part we couldnt reach done. He didnt want to hear anything I had to say until I said the BBB will be informed. Another company came out, did the job in less than 40 minutes and guess what our heat is working perfectly which would have happened on Saturday had ***** complete the job he was paid for.

  Business Response

  Date: 11/06/2025

  Reference attached response letter and backup documentation regarding the unfortunate chain of events that occurred Saturday, October 25th and Monday, October 27.  Check # ***** in the amount of $180.00 is being mailed to ******* ***** on 11/7/25. 

  Business Response

  Date: 11/12/2025

  The customer contacted our office on a Friday evening requesting service. Our technician, who has previously serviced their stove in 2020 and 2022, responded to the call on Saturday morning. As with prior visits, the technician cleaned the stove and flue back to the elbow - this procedure has typically resolved performance issues in the past. 

  During the visit, when the technician attempted to start the stove to verify proper operation, he was informed by the customer they ordered a replacement pressure switch that had not yet arrived. Without this part installed, the technician was unable to complete the start-up or confirm system functionality. The customer paid cash for the service call cost to our service tech before his departure. Please note, the Saturday appointment should have been billed at Premium weekend rates.

  Later that evening, around 9:30 pm, the customer contacted the technician to report that the stove was not operating properly. Our service tech attempted to assist the customer over the phone however, the issue could not be resolved remotely. 

  On Monday morning, the customer called our office to discuss the matter further. Unfortunately, the conversation escalated, and profanities were directed toward our staff, including our Secretary, Operation Manager, and the Technician who had been on-site, before the call was abruptly disconnected by the customer. 

  Our company values professionalism and respectful communication at all times. We are committed to providing quality service and addressing concerns fairly, but we also expect the same courtesy extended to our employees. 

  We have chosen to reimburse the customer for the service with which they were dissatisfied, and we are pleased that they were ultimately able to resolve the issue with their stove.