Complaints

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled them for annual service on 2 Aug and was rescheduled the day of for 31 Aug. On the 31st, the gentleman determined they needed 2 people and rescheduled me again for the 16th of Sep. Only one person arrived on the 16th and in the process of trying to clean our pellet stove, broke it. The stove was working the night before and during service, he caused a short that caused the stove to stop functioning. When we were told that our stove had a short and wasnt working, they said they would come the next day to change the fuse. Instead, they came 24 Sep to see if they could find a fuse in town, but when they couldnt we were told we wouldnt be put on the schedule until the parts arrived. I heard nothing for weeks and in the second week of Oct I followed up and was told the parts were scheduled to arrive 14 Oct. I heard nothing again until I reached out on 18th asking if they arrived. I was told yes, and they were trying to squeeze us into their schedule for the 19th and if we couldnt make the 19th work, we would have to wait another 10 days My husband and I both work full time and they gave me less than 24 hours to be home in a 2 hour block during the workday. I made the 19th work by taking time off work and they came to change the fuse and control panel. However, the stove is still broken and now they think there is a short somewhere else. Theyll have to call the manufacturer to trouble shoot and come out to again. What should have been a very simple service to clean the pellet stove has now turned into an ordeal where *** missed substantial time from work to be available and that has lasted nearly three months. The lack of communication on their end and failure of an effort to make this right in a timely fashion has been utterly unacceptable. With temperatures dropping everyday the decision to use this company to clean what used to be a completely functional stove, will be costing me hundreds in heating fuel while my pellet stove continues to sit broken.

  Business response

  10/20/2022

  We ate in the busiest season that we have ever been in. We only have one employee when we normally have 4. The stove has a malfunction in it before we arrived because abpelket stove should not be sparking when you try to take the cover off.

  We attempted to get parts but the manufacturer has closed their business. The parts we did get were from a 3rd party vendor after much research on our part. We installed the parts and they did not correct the problem. We were attempting to find tech support but none available.

   

  After this client has slandered us on social media will are making the decision to not assist her with anything further. I will be more than happy to refund her for the service and end this business relationship.

  Customer response

  10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, using the word slander indicates that we made false statements online in our review of the company. This is completely false as we simply stated factual occurrences that took place during our interactions with this company. There was no problem with our pellet stove before it was touched by the employee of Fire Safe. In fact, the stove was run perfectly for hours the night prior to the scheduled cleaning. Whatever method was used by the companys employee to clean our pellet stove, left said stove nonfunctional. We did not wish to make this complaint, but we have been backed into a corner and are currently being forced to face the onslaught of winter without a pellet stove, one of our critical sources of heat. Upon making the claim with the BBB the owner of Fire Safe has reached out in a completely unprofessional manner, treating us as though we are the ones who created the problem. We accept this refund but recommend that this occurrence impact the BBB rating of this company. Especially with consideration to the companys response when we sought resolution through the BBB. 
  
  Sincerely,
  
  *************************

  Customer response

  10/31/2022

   
  Complaint: 18249547
  
  I am rejecting this response because:
  
  Due to this companies lack of respect in previously sent text messages to me, I would like to communicate through BBB when responding to their email request (picture attached). My mailing address is 
  875 Ridge Loop Rd. 
  North Pole, AKK 99750 
  
  Additionally, in seeking other services to repair the issue I have been asked to confirm if the control panel was replaced. Please pass to FIRESAFE a question: was the control panel replaced as part of the efforts to resolve the issues with the stove? Thank you. 
  

  
  

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

  Business response

  11/07/2022

  This customer has no regards for professionalism. She texted us the same question and we texted her the answer back. I am not going to answer this again. This has already been communicated with a text which we have proof of. We will gladly show the text string.

  The text string shows part of the lengthy conversation and shows our responses.

  We are done communicating at this point.

  Customer response

  11/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the requested refund an wish to have no more contact with this company. Texts exchanged were after they had emailed me and texted me and after I had sent my message through BBB. This companies lack of professionalism while claiming the same against me is baffling. 
  
  Sincerely,
  
  *************************

*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. ↩