Complaints

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had an issue with the products we purchased at the ********* branch. We were treated extremely poorly at the ********* branch and came to the ********** branch to speak with the owner. I was told the owner would be there from ****, but when we got there he was gone. This was never told to me when I asked when hed be in. The sales clerk was extremely rude and hostile from the start. He snatched a basket of candy from my kids. He belittled us and spoke inappropriately in front of my kids. I had to exchange my first round of pipe that was damaged and now have been given another set of damaged pipe. I wanted to return damaged of stove pipe that was sold to me and i was initially told no returns. I am now being charged a 20% restocking fee on product that was given to me damaged. I am under the impression that the pipe is a stock product as they showed me the pipe in the back room. The pipe will also not work with the adapter we have and we feel as though we were misled at the time of purchase with false information. I also cant express enough how rude and hurtful the employees were even to the point of yelling at me across the store when I was leaving. We also paid cash for 1/2 of the purchase because we were promised a discount but the discount was not honored. When asked to remedy the situation they denied and didnt have any empathy.

  Business response

  12/11/2023

  The customer did in fact bring in a dented piece of pipe that we replaced and apologized for her inconvenience. She requested reimbursement for having to drive back and forth to exchange the pipe? **** then told us she found other products elsewhere and wanted a refund. We told her there was a 20% restocking fee to return to **** and she went crazy? Return costs us we have to charge them

  Customer response

  12/11/2023

   
  Complaint: 20983572
  
  I am rejecting this response because:

  The information the business provides is false. I picked up pipe on 12/7 and returned home to see it was damaged. We also had missing pieces. We also found out that we cannot use the duravent pipe they sold us about wont connect to our preexisting Selkirk pipe. Its also very dangerous to combine pipe brands. I drove back on 12/8 to get resolve the issues. I was told NO returns and was given more pipe and the missing piece and sent on my way. Once home, I saw The new pipe I received was even more damaged than the original pieces. I went to a different location to speak with the owner on 12/9. The owner offered to replace the pipe again or refund with a 20% restocking fee, yes. However the pipe doesnt work for us and was sold to us under fraud as we were told by the experts that it would be safe and appropriate to mix brands. I shouldnt pay for a mistake the company made. It also seems as though the pipe we ordered is in fact a stock item as they were offering and able to replace the pipe multiple times implying it is a stock item. I was also shown by the salesperson the shelf on which they store the pipe. Why am I paying 20% for the company to walk 10ft and put pipe on a shelf?
  

  There was no apology made and all the salespeople and owner were extremely rude. 
  

  The driving refund the owner is referring to is when I expressed my displeasure of having to drive 45 minutes 6 times to fix the companies error of selling us the wrong products. In this economy, ever tank of gas counts and we were frustrated with the extra expense. Once again, no apology was made.
  

  The owner also conveniently left out the part where I paid cash, was promised a discount for cash, and no discount was given.
  

  Duravents manual says not to mix pipe. There are multiple forums and seller websites that explicitly advise against ******* and ******** mixing. Our consumer rights were violated in his transaction.

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

  Business response

  12/21/2023

  So here is what actually happened. You found similar product for a cheaper price elsewhere. You called and complained about a piece that had a minor flaw in it and we offered to replace it. You came in and had a mental breakdown because **** told you "NO" you cannot simply have your money back. We gave you a perfect replacement piece. You then went home and started all this on line complaining. The vent kit we gave you is absolutely compatible with the other pipe you bought elsewhere. Then you decided to take your complaint to one of our other stores to see me. You actually yelled at my employee for letting your kid have a piece of candy and then yelled at him for moving the basket that had candy in it? Then you got really upset when I told you the merchandise was in fact returnable if you paid the 20% restocking fee it would cost us to send it back to the Mfgr. Then on your way out the door you and your husband both decided to start swearing at me and my employees? I told you that I did not appreciate that kind of language in my store let alone in front of your own children?

  Bottom line here is 2 days later you got a full refund and an apology about the 1st piece having a dent in it and you still weren't happy because you wanted more money that a full refund? 

  Sorry but that's not happening. Have a nice life! And Merry Christmas

  Customer response

  12/21/2023

   
  Better Business Bureau:
  
  The owners response is exactly the type of issues we had with this business in person. The recollection of events the owner describes are not true. While it upsets me the owner has chosen to argue instead of trying to resolve, Id like to move on from this as its not worth my time. The owner has issued a refund after MUCH action taken by us in order to get it. We returned all the damaged pipe back in exchange. Please note we are still very unhappy with this business and the situation they put us in. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that it is clearly not going to be solved with this owner and Id like to move on. Please make sure my complaint/experience is made public/known so other consumers know to stay away from this business.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  At the end of May 2022, we purchased a Broilmaster grill from A Cozy Fireplace (the ********** location). It was the floor model. At the beginning, we noticed that the grill was running extremely hot. ***** came out to take a look and supplied us with an attachment to prop the lid. It still continued to run very hot. We also experience a large burst of flame when starting the grill. ***** has been out a few times to rectify the problem, but it continues to flare up. We do not feel safe using the grill. The automatic starter that was replaced did not work the first time we tried to use it. When I explained my concerns to the owner, ****, he was condescending and told me I needed to contact Broilmaster directly. I spoke to their tech, ******, last week. He suggested I have a technician come out to measure the pressure of the gas and he would be able to walk through a solution over the phone. I emailed ***** and received no response. I also left a message on Friday morning and received no response. We want a grill that we feel safe using.

*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. ↩