ComplaintsforElite Fireplace LLC

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached receipts with dates. We purchased a gas fireplace from ************** in ***********. ************** was supplied this stove by Elite Fireplaces in ********, **. Badger at the time was not an authorized Lopi Stove dealer and Elite Fireplace did not want to install the stove as the owner of Elite is friends with the owner of Badger and he did not want to compete with ******, even though they do not carry the same product. Badger installed the fireplace, we learned incorrectly. We had several service calls with ****** to address the issues, they eventually stopped calling us back. Elite Fireplace sent someone to address the issues however the issues continued. We gave up on calling for assistance and we felt we were not being taken seriously with our complaint of the stove. The stove throughout the time we have owned it had been intermittently stopping, causing the room it was installed to heat to drop in temperature typically into the low 50's but on a couple occasions into the high 30's. (We live in a 1930's farmhouse.) This winter we reached out to ******* in *******, *********. Their service technician re-installed the gas stove, according to the manufacturer instructions and replaced a module from within the stove. We have been in contact with ****************************** We provided them with receipts and a timeline as well as pictures of the installation with measurements. A representative from *********** was in contact and stated he would have Elite Fireplace follow up with us, this was on 01/10/2023. As of today, 01/24/2023, we have not heard back from the. We have several thousand dollars into the purchase of this stove, along with another $1,900 into fixes this winter. We are extremely disappointed with Elite Fireplace in ********, **; ************** in ***********, ** and ***************************** We are uncertain as to what our options are but believe one of these companies should be covering the cost of repair rendered by *******

  Business response

  02/08/2023

  The answer is rather clear from my perspective.  This complaint shouldn't be filed against my business which is pretty evident with the attachments.  There is nothing from Elite Fireplace LLC.  The product was purchased from Badger Fireplace and installed by them, not Elite Fireplace.  I also didn't replace any of the venting that was changed out by ******* Materials which they claimed was originally installed wrong.  Since her purchase was not from Elite Fireplace, I will NOT reimburse her for the work ******* did nor will I offer a return for something she didn't purchase from me.  That decision will have to be made by the company she purchased it from as to whether or not they will give her the money back or replace it or come to some sort of resolution.  I have already spent way too much time on this which has costed me money.  The bottom line is, she is a customer and wants this problem to be taken care of,but she isn't my customer.  Quite frankly, as far as I'm concerned, she should owe me money since I, at no cost to her, drove to her home which is over an hour away on two different occasions to look at the product.  I only did so because Badger Fireplace stopped returning or taking her phone calls and she began persistently calling me and I wanted it to stop.   Each time I was there, the stove operated as it should.   Until these two complaints were sent, one to the manufacturer and one to the BBB, I have had no interaction with this customer in 2 years and 5 months.  She admitted the stove worked fine for over 2 years since I was there.  At the end of the day, I have no obligation to this customer and have actually went above and beyond what I feel is responsible. This situation needs to be taken up with the business she purchased the product from.  

  Customer response

  02/09/2023

  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 

  The reason I am rejecting his response is due to an inaccurate statement made in the response to you.  I relayed to ********************** that the fireplace did have intermittent issues over the past two and a half years however due to there being no response from Badger Fireplace when we contacted them and the statement ********************* made indicating he could not help me because he did not install the unit we did not call him since the repairs he made in October 2020. ********************** stated he felt we own him money, however on February 3rd during a conversation with ********************** he offered and sent information on an completely different gas stove which he offered to install at no cost to us just to get out of this. As stated in my original complaint this involved the three companies, Elite Fireplace who sold the stove to Badge Fireplace who then sold and installed the stove to us, and the manufacture ****************************** All we are looking for is reimbursement for the cost of the stove to be re-installed properly. 

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

  Business response

  02/10/2023

  I'm done with this!  I didn't sell it to her.  I didn't install it.  End of story.  I have spoken to my attorney about this and I have no obligation to this sale whatsoever.  Simply becasue I think I'm a decent person, I went out of my way to help out which has been clearly unappreciated by them.  Don't contact me anymore going forward, it will all be ignored.  

*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. ↩