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Better Homes, Hearth & Patio, Incorporated

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Better Homes, Hearth & Patio, Incorporated Reviews (2)

Review: We purchased a gas fireplace for the amount of $4292.00. We originally wanted an electric fireplace, but their salesman had told us they did not carry electric fireplaces. So we had to go with a gas fireplace. The gas fireplace has exploded in my home in our family room 4 times since the installation on 12/28/12 due to the negligence of the installation, as well as the product itself. It is unreliable and very unsafe. The explosion could have seriously injured or killed me and my four year old daughter as well as caused damage to our home. Upon speaking to the owner, I was informed that he is indeed able to get us an electric fireplace he said not to worry he would do the right thing and make everything right. The electric fireplace only cost $2,200.00. This includes the fireplace of $1152.00, the Arched Panel $181.00, the French country panel $282.00, the electric labor connection $300.00 and Labor $300. We are owed a $2,080.00 check returned to us. The salesman and original installer has since been fired. The owner has refused to return our money and only offered a $600.00. Everything that has occurred has been due to the negligence of his company & employees. I have verbally spoken to the owner [redacted] Sr, requested our money to be returned. I have also sent three official letters to him requesting the money be returned to us, as well as an original invoice for the purchase of the electric fireplace. As of today, we have not received either. I have detailed dates, receipts and everything that has occurred from the time the salesman from Better homes entered our home. Please contact me and let me know how I can get the additional paperwork to you so you can clearly understand the series of events that has been occurring with this merchant.Desired Settlement: I am requesting the difference between the gas fireplace and the electric fireplace in the amount of $2080.00.

Business

Response:

November 21, 2013

Dear [redacted],

In response to our customers complaint and can agree with the purchase price. I will agree the original gas fireplace had a delayed ignition which happens when gas is released before the igniter sparks; this can cause a loud noise which a consumer would think was an explosion. We agreed that this gas unit may be defective and removed it from the customer's home. Our installer was not negligent; he connected the gas line to existing gas lines which in most cases is normal procedure. [redacted]. [redacted] wisely called the fire company after the delayed ignition, the fire marshal examined the pre-existing gas lines and red tagged all the gas appliances in the home.

All the gas lines in the home had to be replaced which we did at a cost of $1200, [redacted]. [redacted] paid $500 of the cost so that her gas heater and grill would be included.

After new gas lines were installed we replaced the first gas insert with a pre-burned in our showroom as we knew this unit operated properly. Earlier this year [redacted]. [redacted] attempted to light her fireplace, it is common for the gas to make a louder whooshing noise similar to a gas stove when you first light a burner. Understandably [redacted]. [redacted] is sensitive to any noise the gas lighting would make and became fearful of using the gas insert. As [redacted]. [redacted] repeatedly expressed her fear of using a gas insert we agreed to her request to replace the gas insert with an electric insert.

Before we ordered the new electric unit [redacted]. [redacted] received a detail cost breakdown showing what she would be refunded for the returned items and what the cost of the new electric with installation would be. [redacted]. [redacted] agreed to the terms and monetary aspect. Once we were in agreement on the pricing the new electric insert was ordered.

The original agreement cost was $2001.00 with a refund for returned items of $1960, leaving a balance of $41. Upon installation installers could not use all existing parts; additional parts were ordered increasing the cost to $2414. and the refund increased to $2571. The attached sheet is a recap of the original costs, the refunds issued and the cost of the Electric unit.

Certain items on the original order cannot be returned or refunded, it is work that was performed and or items that are not reusable.

From our review we find we or [redacted]. [redacted] $257.00 refund, please find our check to settle this matter. No other refunds can be made.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: this response is an outright lie by the Owner [redacted] Sr. He is still trying to get away with not refunding our $2,100. 00, that we are owed. Both gas fireplaces were defective and installed incorrectly more than once. The second time we apparently received a used unit. There were wrong connections put on my unit, as well as cardboard placed inside my fireplace. It has dangerously exploded in my home 4 times, nearly injuring my daughter severely. Pieces of the front metal plate blew off the unit with severe force and flew across the room missing my four years old head by inches. That's not a whooshing sound, like when you light a gas stove! That's a gas explosion. Its sounds like an M80 going off in our family room and a very strong smell of gas. [redacted] is well aware of what has been occurring. I am not at all shocked that he would say something like that, even though there is a report on file at the fire department regarding the dangerous explosions and negligent installs and what actually happened more than once in my home. There is also a recorded 911 call. Gas explosions are nothing to make light of. This owner is just an outright liar. This company also did not obtain a permit before my install, which I was made aware of by the fire chief and that it was the responsibility of the company. [redacted] and his installers could not guarantee it would not explode again, which is why it had to be removed before someone in my family is severely injured or possibly killed or our home leveled. If you can't guarantee a safe and effective unit, which is expected and which is what we paid for, you should not be selling or installing them. Everything that came into my home on that gas unit was all returned to the company. Defective units and its parts should not be reused. Although, as I can see the integrity of this company, they probably will be reusing every part of the units they remove. It is probably what happened to us. Hopefully, no one is seriously injured or killed when they reuse it again. It is not at all our responsibility to pay for negligent installs, defective gas starters or used units that needed to be removed. This is the responsibility of the company, not the customer. Since our occurrences with this company, the salesman and installer has since been fired for handling our sale with lies and our installs negligently, as well as the sales and installs of other customers. This I found out from Peter [redacted] Sr. as well as other employees.

I never agreed to anything other than [redacted] having the unreliable gas unit fully removed and replacing it with a safe electric unit and refunding us the cash difference of $2,100.00. He stated more than once, that he would take care of it and do the right thing. I still have not received the difference of $2,100.00 or an original invoice for the cost of my electric unit only. This is also the first time, I am seeing a copy of a check that I have not received as of yet, as well as the check being short of $1,843.00.

Regards,

Business

Response:

November 29th, 2013

Dear [redacted],

This will be my last response in regards to this matter as I will not tolerate being called a liar, having been in business for 31 years I have no reason to make up stories.

Fact - we never had any intention of refunding $2100 to [redacted]. [redacted].

Fact -I sent [redacted]. [redacted] a cost breakdown before exchanging the gas unit for the electric. After much telephone discussion I agreed to give [redacted]. [redacted] a $600 store credit for future use.

Fact - [redacted]. [redacted] agreed to the terms of the above fact and we ordered the replacement.

Fact - Upon installation of the electric unit it was discovered I did not order all the correct items which cause a delay in the final installation. The correct items were ordered and the installation completed.

Fact - Only after all work was completed did [redacted]. [redacted] come up with the $2100 refund idea, this was never previously discussed and certainly not agreed to by us.

Fact - After asking the Revdex.com for help in resolving the matter, [redacted]. [redacted] did not wait for any resolution, instead she contacted her credit card company to refund $2100 which was charged to our account. The credit card processor should not have made a partial refund of a charge based solely on the cardmember statement.

Fact - At this time [redacted]. [redacted] owes us $2100.00, if her credit card company does not replace the money in our account we may find it necessary to file suit to recover our money.

Fact - We have properly refunded money for items returned, items that cannot be returned such as electrical work, gas work and associated labor cannot be returned and therefore not refundable.

Our company has had very little dealing with the Revdex.com in our 31 years, on the few occasions you called upon us we have done whatever necessary to resolve the matter amicably. Unfortunately is does not appear this will happen. As we are now the injured party we must ask that you withdraw. Thank you for your fine attempt to resolve this.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Bottom line, again I reiterate Better homes owes us $2100.00 which is the difference in price from the defective gas fireplaces that was returned to the purchase of the electric fireplace. If we do not receive our money back by Monday, December 9, 2013, [redacted] Sr. And Better Homes will be receiving court papers next.

Regards,

Business

Response:

December 11, 2013

Dear [redacted],

Unfortunately [redacted]. [redacted]'s letter was just received today. Her deadline for a response was Dec 9th, 2013 which was two days ago.

Our second issue is that [redacted]. [redacted] is asking for something she is not entitled too. When we agreed to install the Electric insert she agreed to the price and the terms. After the fact she wants a refund. I am sorry we could not resolve this matter.

Yours truly,

Review: went to better homes hearth &pa([redacted]) to rent a [redacted] truck to move my brother. this was 10/25/13. the rep who's name was [redacted] told me that $288.28 would be held on my debit card( not to be chargede) . I asked what the "hold" was ,when the rental was 29.95/day and the insurance was 19.95. it was also 1.00 per mile. when I signed the contract my bill was $288.28. $150.00 security deposit, $75.00 estitimated milage, and the 2995,etc. this wa supposed to be hold on my debit card.it was a charge. when I returned the truck, the charges should have been $94.95 (i have documentation). they screwed the whole bill up . they never refunded me the diffrence of $193.83. I am living pay check to pay check since my wife is on disability.

she went to better homes..etc and made them aware of what they did. they told her it woukd take approx. 30 days for a refund. if any of my bills bounce ,I will seek legal help to make sure they pay for there wrong doing.

in addition, this location used to be a pvc furnature place (and it still is) in my opinion , it is thr same owners who filed bankruptsy months ago. they are pieces of crapDesired Settlement: my 288.28 back, plus the rental of the truck. this would be 94.45. I will paq for gas since I used it. if better homes did what they siad(held my balance) instead of charging me (oh by the way this should be considered a breech of contract) I wouldnt be writring this letter

Business

Response:

November 4, 2013

Dear [redacted],

We are in receipt of your letter regarding the above complaint from [redacted]. Please be advised of the following information;

Better Homes does not rent the trucks, [redacted] rents the trucks, Better Homes is simply an agent of [redacted] Truck Rentals Inc.

Our agents work off of a [redacted] computer linked directly to [redacted] Corporate who has complete control of every rental and all charges and credits, Better homes does not have any control.

A review of the payment history shows that **. [redacted] received the refund of $193.83 on the day of return and was only charged $94.45 for the rental. [redacted] issued the refund immediately; if **. [redacted] did not receive it he should contact his bank or credit card company. We do know that sometimes it may take up to 30 days for a refund to appear on a credit card statement. I have supplied a printout of the transaction from [redacted] for your convenience. I am closing my file in this matter.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

I was reassured 3x's by you associate this WOULD NOT!!!!!be charged to my debit card. I asked this time and time again to the associate because I am on a limited income and also doing a favor to my brother who has no credit card or debit card.

YOUR associate told me I would not be charged, it was a hold. When I returned the truck the folling day , "it was all taken care of". I was only supposed to be charged $90 something dollars. I was charged $288.+ dollars (I don't have allthe the figures in front of me). My wife who is a cashier for a local Honda dealer went in to question the charge. She was told "you cannot reverse the process.You will get your refund in 7-30days . That's the way it is.

So in other words... we overchargerd you, ..but you will get your refund when....ever?

If I would have known that I was going to be charged, I would have put it on my credit card.

Here is one question....is this the same store and owners that filed bankruptsy years ago and screwed so many people out of products? It's ironic. This store used to be a "[redacted] store that went bankrupt,then opened up as a "[redacted]. and fireplace store

Business

Response:

November 8th, 2013

Dear [redacted],

As I previously stated **. [redacted] was not overcharged by [redacted] (Better Homes did not charge him anything) we are an agent for [redacted]. If anyone owes **. [redacted] any money it would be his bank. I wonder why he is not bugging his bank for his money; they are the ones who are using his money not Better Homes and not [redacted]!

Since I was not present when these discussions took place I cannot comment on them however, when using a debit card there is no way to put a hold on money as you would a credit card. It is most banks policy to refund in 7 to 30 days. **. [redacted] should talk to his bank if he does not like their policy.

Finally I am the original owner of [redacted] and I sold the business in 2004 to [redacted] who skipped town leaving a lot of people stuck for money, as far as I know he never filed bankruptcy. In 2009 I took the business back (since the notes were not being paid) and closed it for a period. I re-opened Under Better Homes Hearth & Patio and for **. [redacted]’s information we helped every customer to get their purchase or the money back as best we could at a cost in excess of $35,000 to us. We should be careful before we make accusations.

Once again I am closing my file on this matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I accept, but it's funny....I got my money back from the bank after filing a complaint...day's before I got it from [redacted]/Better Homes. In addition the "refund " from [redacted] was according to them the same say I rented the truck.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

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Description: Furniture - Retail

Address: 386 Lincoln Highway, Fairless Hills, Pennsylvania, United States, 19030

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