Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Originally, we purchased the Quadra-fire pellet stove from Hawkeye Hearth & Home; as we were very satisfied with the pellet stove, we decided to replace pellet unit with a gas insert. At the time of sale, we were led to believe that the thermostat operation would be in similar design and work under an acceptable manner. Immediately after purchase we contacted Hawkeye to fix a serious issue with the thermostat controls; we were told that remote was the only option. This did NOT fix the issues we are experiencing: with "new" batteries in the remote & remote positioned at various areas in the room (as per directions), the stove either continues to fire well above the set temperature OR will not turn on at the set temperature. We have to continually turn on and off manually. Note: thermostat operation is totally unacceptable and does not work as intended. We have contacted Hawkeye with out response. We have contacted the Quadra-fire ******** ******* stated to take issue back to Hawkeye for resolution. Again, no response from Dealer-Hawkeye.Note: we spend a lot of money for this new natural gas fire place insert. Basically, it is junk without thermostat controls.
Business response
04/29/2022
We are working with the customer to fix the issue. WE have been in contact with him.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.