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Fireside Hearth & Home complaints

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7435 Cross County Road, Unit A
North Charleston, SC 29418 | Get Directions

(843) 552-3737

https://www.fireside-pro.com/c...

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Fireside Hearth & Home closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Fireside Hearth & Home

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3/2/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/1/2022

Last October i called them for a service call because the pilot light on my gas fireplace would not stay on. after calling numerous times, i visited the company in person and they said i was scheduled for 11/27. the tech showed up and tried to light the pilot to no avail. he said he would have to order the part. upon visiting them again they had the wrong part and they decided to switch out the unit with another one. that didn't work because they had a propane unit instead of a natural gas unit. they removed my whole remote control unit and replaced it with a smaller unit that is not remote controlled and said they would order the parts i needed. they ordered 30" logs only to put on the smaller unit they installed in my fireplace and i told the tech not to put those on. I want my fire place to work with a remote control unit they took out of my house which i paid for when they installed it a couple of years ago. Resolution Sought Get my fireplace working with a remote control 37" log set that they took out and replaced with a 24" log set that is not remote. repair it the way i had it originally installed with 30' log carrier and 37" logs and remote control. over three months and it is not fixed yet. that's ridiculous.

Company Response

3/2/2022

Consumer states: fireside hearth & home yesterday replaced my fireplace with a new one similar to what they took out of my home. so far happy with the results

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