ComplaintsforHeating World Inc

• Initial Complaint

  12/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Good afternoon, I purchased a Hearthstone Green Mountain 60 woodstove along with a Hearthstone Green Mountain blower/57400 from Heating World in Loretto, PA on 9/19/22. The woodstove (value of $3,199.00) was delivered to my residence on 10/27/22. However, the blower (value of $395.00) has not been delivered to my residence. I've made several calls to Heating World over the last few months, and Heating World tells me the blower has not arrived from the manufacturer, Hearthstone. Also, when Heating World delivered the woodstove on 10/27/22, damage to my house resulted from the delivery. I sent images to Heating World, and they informed me that they turned in a claim to their insurance company, but I have not been contacted or reimbursed for the damage to my house from Heating World or their insurance. In addition, one of the stones in the woodstove has a crack, and I called Heating World and sent them images of the cracked stone on 11/11/22. Accordingly, Heating World submitted a warranty claim to Hearthstone, and they told me the new stone would arrive within two weeks. It's been over four weeks, and I haven't received the replacement for the stone. Please note that I have not burned or used the woodstove other than lighting a piece of paper within the woodstove to test it out. I'm requesting delivery for the blower which is paid in full three months ago, reimbursement for damage to my house, and replacement of the cracked stone in my woodstove.

  Customer response

  12/23/2022

  I wanted to provide an update on complaint ********. I received the blower via email delivery from Heating World this evening. I'm still awaiting on the other items listed in my initial complaint. 

  Business response

  01/04/2023

  Mr. ********'s complaints have been addressed with the appropriate parties, as I have repeatedly told him. The blower and broken brick had to be ordered from the factory. The blower was just received by us today and it is being shipped out to him TODAY. The replacement brick has NOT been shipped to us yet. When it is, we will ship to him. His damage claim was immediately turned over to our insurance provider. I have given him the name and phone number of our provider so he can contact them for any updates. I have no additional information to offer him. 

  
  Jeanne K*** 
  Corp.officer 
  

  
  

  Customer response

  01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I was informed by Heating World the cracked brick would be “prob a week or 2 to arrive” from the manufacturer, Hearthstone, on 11/14/22 when it was submitted for warranty. It's been nearly two months, and the new brick has not been replaced. I have the text messages stating the above language from an employee from Heating World, if needed. The manufacturer's policy requires me to work directly with the dealer, Heating World, and Heating World needs to resolve this matter with Hearthstone. In addition, I have not received an update regarding the reimbursement for damages to my property during the delivery on 10/27/22. Again, Heating World needs to follow-up with their insurance company.

  Heating World’s response fails to address the above matters with no foreseeable remedy, and their timeframe to replace the brick stone has been exceeded. However, I did receive the blower on 12/23/22, and I notified you of this update via email on 12/23/22. 

  Regards,
  ****** ********

  Customer response

  02/15/2023

  Good morning, 
  
  Can the ticket be reopened until this is resolved?If they have another woodstove that is the same model, couldn't they replace my woodstove with that model? 
  
  Thank you,
  ******

  Business response

  02/23/2023

  In response to your letter dated 2/15,  the part that he has been waiting for
  has finally been received by us yesterday and we are shipping it out today.   It will be sent out by Fedex.
  
   
  --
  Heating World Inc. 
  ###-###-####

  Customer response

  02/23/2023

  
  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. 
  

  Yes, I feel my complaint has been resolved. 
  
  Thank you.

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

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