Consumer says Sanford fireplace company won’t provide refund for services not performed
I hired North Carolina Fireplace Company of Sanford, N.C., to install a fireplace.
The owner took a long time to respond to me, but finally called and apologized for being so busy. He promised to have the fireplace installed within three weeks and required that I put down a 50 percent deposit, which was $2,964.
The owner said he would not be able to come out and meet with me, but said another gentleman would be able to do the meeting. This second gentleman came out twice and didn’t know any of the specific requirements necessary for the installation of the fireplace.
I tried to contact the owner, but still didn’t get a response until he called to yell at me regarding my contact with the BBB and accused me of threatening him.
He later called back to say that he would refund 75 percent of my money until he could sell the fireplace and would also deduct any credit card fees. The receipt for my down payment did not specify any of his claims regarding a cancellation policy. I have never received any documentation whatsoever stating that I would not get my refund back or be charged any additional fees for paying with a credit card.
I will not settle for anything less than the full refund, as I never received any goods or services from them.
Karen Lehman, Garner, N.C.
Have a complaint?
Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.