Twin-Star International
Reviews and Complaints

This company has a broken process. I have been trying to get a call or written status on the part that I am requesting for a month and a half. I would love to use a different company but have no way of knowing who else can service this product as Twin-Stars info is printed On the label on the product. Inexcusable and disrespectful. I just escalated my inquiry for the third time and still can't get anyone to speak with me.

I would give less than 1 star if it would let me. I have a heater I purchased that components stopped working within the 1 year warranty period. I filed the warranty claim in October and still to this day 6 months later there has been no resolution. I have sent them photos of the unit, proof of purchase, told them repeatedly what the issue I am experiencing is and even troubleshooted over the phone. Now they have stopped answering me all together and will not return my calls or comments on the online form. Absolutely horrid customer service experience, I will not buy a single product again with a warranty serviced by Twin Star. Steer clear!

My experience with this company was very poor. The item arrived with damage parts, I contacted the manufacturer to see if they can replace the damage parts, I was told by *** (huh?!) that they cannot replace the parts and I would have to contact the seller for a full exchange. Went to the seller and they recommended I either contact the manufacturer or ship it back to them (at my own expense). First off the product weighs almost 200lbs, I have no ways to transport it to a shipping facility (because of size and weight). I already paid to have it ship to me and now I have to pay to have it ship back to them?! Total shipping cost would be over the price of the stand so it made no sense to take that route. I'm highly disappointed that they can't replace a damage part that weighs less than 5lbs and expect me to ship back the entire thing that weighs almost 200lbs. It hurts because I love their products and stood by them. I've recommended them to friends and family but after this experience, I don't think I can recommend them anymore. My ticket is still open and I hope they resolve the situation but I am beginning to lose hope because they haven't responded since.

On 11/14/22 I purchased a Tresanti Mayson TV Console with ClassicFlame CoolGlow 2-in-1 Electric Fireplace and Fan from Costco. Within a week the oscillation button stopped working and made a loud noise when applied. On 12/12 22 i reported this to a Twin Star rep and was advised that the Heater/Blower Assembly had to be replaced. Rep advised that an order had been placed. On 1/16/23 I received an email advising that the Heater/Blower Assembly was on backorder and I would receive it around March. On 3/3/23 a rep advised that the backorder was updated requesting that the order be expedited. On 4/10/23 rep advised that the order had been updated on 4/3/23 and a technician would be in contact with me as soon as possible. I am leaving this residence for 6 months in May and requested the part be delivered prior to my leaving.

Product received was missing hardware, have been unable to obtain the correct hardware from the company. Ordered a TV Stand from Twin Star through Walmart.com. The product shipped directly from Twin Star. I received the product on May 15. The product came with no instructions and no hardware to be able to assemble the product. I called Twin Star on 5/19 to request the missing items. I provided the model number for the product (18mm6036-pt85) and Twin Star put in an order for a hardware pack on 5/20. I received the hardware pack on 5/26. The hardware pack was for model number 18mm6037 so it did not include hardware for the cabinet doors on my unit and did not have a sufficient number of shelf hangers. I submitted an online request advising Twin Star that I had not received all of the hardware on 5/26. Twin Star advised that they would send another hardware pack and to expect in 7 to 10 business days. It should have arrived on 6/10 at the latest. I called to check the status since the online system said that it was still pending shipping on 6/11. I was advised that a *** technician would call me in 24-48 hours. I did not receive a call. I called back on 6/15 to follow up and was again advised that a technician would call me back in 24-48 hours. I have not received a call and my order has not been shipped. I've attached a summary of the action taken on ticket number XXXXXX through the TSI *** portal

I originally bought the Tv stand on November 19, 2022 and it was shipped on the 22nd. We received the item and when we were putting it together we were missing part C. We called Wayfair which gave us Twin Star number, saying we had to go through them for the missing part. They said any communication would go on their portal and they would answer. As you can see I always have to call back. They did not have the missing part so they said they would have to send me the whole unit. I have called several times and get the run around every time I call. On 12/7 I was told a technician would call me back about the update and never received a phone call. I received an email on 12/8 stating the order and it would be shipped in 3 days. Here it is the 15th and it has not been shipped I called back to day and was told it was still in pending status and a technician would call me back within *** hours. Which if I do I will be surprised they never return a phone call. I was told I would have this item by Christmas. The rep I talked to today said that it would be shipped on her before Christmas. I asked to speak to a manager because I keep getting the run around and he told me there was no managers around. No one there can give you a straight answer and they keep telling you they will follow up which they never do. Their customer service is terrible...they just want to get you off the phone. There has to be someone there that knows what is going on.

I purchased a patio set through target and tk classics is the vendor on 7/14/22. When I made this purchase they sent the wrong size cushions slip covers and it took 3+ months to get the vendor (tk classics) to send the correct cover size. On 8/6/22, I ordered the furniture covers for this set once again through target with TK classics as the vendor. It was advertised as 8 protective covers for the 8 cover furniture set but I only received 5 covers. I tried to contact both Target and TK classics (10+ time each) to send the missing protective covers. Target reached out to tk classics on my behalf but never got a response from them. I tried contacting TK classics directly but they either did not answer or in the rare case that they did answer they deflected me back to Target and refused to service me. This process took so long that eventually snow came and potentially damaged my chairs that were missing the covers I was trying to chase down. I therefore had to move them into my narrow garage for protection while I sort this out. My wife ended up hitting one of the chairs that is now damaged and wobbles. Target eventually refunded me store credit so I could make the purchase again to get my chair covers but the price has raised by $131.69. I now have all the chair covers I need but one furniture piece (corner piece) is damaged and I'm out the additional $131.69. Tk classics continues to not respond or service me.Twin star seems to be the servicer or vendor for these requests.

i purchased an electric fireplace product from home depot online using a green dot card.the blower never worked.never got any help from company i purchased the highland 40 in media console electric fireplace at the end of this march thru the home depot website by using a green dot card.picked it up at the home depot in piqua ohio,when i attempted to use the blower function it kept shutting off and giving me an e3,i called tech support and the had me try several things that did not work,contacted *** to send me a new unit after explaining the problem,they gave me a ticket # XXXXXX and escalated to another rep,i then received a call from hope depot with a rep from twin star on the other line,they said they could not send another unit and that they would have to pick up the unit i had and issue me a refund.on the credit card.i explained i no longer had that green dot card or the information from it,i was told then they would issue me a gift card to my email so i could use that to get another unit.they called to schedule a time to pick up the unit,which they did,i waited for the gift card to my email,never received it,when i called *** i was told they refunded the money to my green dot card,i explained i told the other rep not do that because i no longer had it,talked to 3 different reps and was told the same thing,that it was between me and green dot and i had to work it out thru them,which makes no sense,so now i am out the unit and my money,totally ripped off,the unit was $299.00 + tax

On Nov 16 2022 I contacted Twin-Star International (TSI) asking about a replacement remote control for a product purchased in 2017. *** the customer service rep was very helpful finding the part. I was instructed there would only be a shipping/handling fee required. As we were completing this transaction, there seemed to be a glitch in their system and I was asked for my payment method information twice.On Nov 18th I discovered I was charged the shipping/handling fee twice. I contacted TSI and *** the customer service rep seemed to be helpful, she indicated she saw in the system where this happened and would forward my request for a refund of the extra charge. I was told this should take *** hours.On Nov 22 I had not received the refund and again called TSI. The rep this time was less helpful so I asked to speak to a supervisor. None was available and I was told I would be contacted in *** hours. Again no call was received. I called again on Dec 2nd talked with a rep and got a similar promise without. On Dec 5th *** asked me if I had verified that the fee had in fact been taken twice by *** when I told him I had, he assured me that he would ensure a supervisor would be consulted and that he would follow up until this matter was resolved.On Dec 12th I called yet again (30 minutes after opening) and happened to reach the rep I talked with on Nov 18th. This time she again seemed to want to assist. I explained to her everything I had gone through. I was firm that I expected a call from a supervisor by close of business or I would engage the Complaintsboard.com. No call has been received.

Contacted Twin Star 10/09 regarding product issue; did not hear back regarding ticket #XXXXXX; contacted them again 10/15; no resolution. I purchased the Style Selections - Electric Fireplace, manufactured by Twin-Star International, Inc., and in a little over a year (with very light use during the winter months) the unit no longer works. I noticed that there are quite a few negative comments and reviews from other customers having a similar issue, however before I left a review I wanted to contact them directly in hopes of resolving this issue. I attached photos in my email to them on 10/09 for reference. Details and Specifications: Model Number: 18EF010GAA Style Color & Description: Mahogany Wall/Corner Electric Fireplace (1) As you can be seen in the photos both switches are turned 'on', and there is power to both switches as they do light up, however there is no 'log glow flame effects' light and no heat coming from the unit. Note: The light bulb has been checked and changed. (2) The unit makes noise as if the motor or 'log glow flame effects' light component is turning, however there is still no light or warm air blowing. (3) Both components for the 'log glow flame effects' and heater are inoperable. I had not heard back from Twin Star International regarding my ticket so I contacted them again on 10/15. I was told they only had one of the three parts that I needed to repair the unit, as the other two parts are discontinued, and that there was nothing they could do or offer me to resolve the issue. This is very disappointing and further solidifies the negative comments left by other customers on line in their reviews regarding products from this company.

On 10/29/2022 I ordered a Duraflame Infared Stove *** Flames, QVC Item # V39500, Order #*** for $173.19; the item was delivered to my residence on 11/07/2022 and I unpacked the item on 11/08/2022 and noticed it was missing the 4 assembly screws necessary to attach the legs to the base of the heater unit; I called QVC customer service on 11/08/2022 to inform them of the missing 4 screws and QVC informed me I had to call Twin-Star customer service at *** to obtain the screws; I contacted Twin-Star customer service on 11/08/2022 and articulated the problem in detail and was assigned a customer ticket # ***, and was told a customer service representative would contact me via phone to resolve the issue within 48 hours; I never received any call back; after 3 days I called back Twin-Star customer service and explained why I called because nobody followed up with me and they verified my information and stated my ticket number and case would be expedited to the highest priority and someone would call me back in 48 hours; nobody called me back; after 3 days I called back QVC customer service to rearticulate my concerns and the representative told me she would elevate my concern to their vendor team to reach out to Twin-Star and noted their were numerous customer reviews on their web page concerning the item stating a lack of mounting screws after they had purchased the item from QVC; I immediately called Twin-Star customer service and informed them this was the third time calling them on this issue and nobody had called me back the previous two times and they informed me the issue was being addressed to a supervisor and someone would call me back within 48 hours to resolve the matter; after 3 days nobody from Twin-Star called me back which leaves me no recourse but to file this Complaintsboard.com complaint against Twin-Star.

I purchased the product on October 3rd, 2022 on Amazon and paid $267.43. The product is a TV stand with an electric fireplace in the middle. After only one time using the heater it will not work as it is suppose to. There are two switches in the upper right hand corner and when I switch on the heater it comes on for a minute and kicks off and stays off. I have registered the product with the company and first reached out to them via email about the issue on October 14th, 2022. The email stated they would be in contact with me within 48 hrs. The 48hr period passed and did not receive any word from Twin Star so I called customer service on October 17th, 2022. They said they would refer my name and number to a technician and they would be in contact with me. After TWO WEEKS of not receiving a phone call or so much as an email I called customer service again on October 31st. I was told I would be put on a high priority list and someone would call me. A week later, no phone call. I called customer service for the final time on November 7th and was again told my name would be referred to a technician and they would be in contact with me within a 24 to 48 hour period. The 48 hours is spent and not one word. I was argued with about the manual when clearly from my end the manual the woman was reading did not reflect what my user manual entailed concerning the heating element. I have had more than enough patience with this company. I just need the heater replaced. I believe it may be a fire hazard and have not had it in use since the first phone call to customer service and I did not pay for a product that can not be used as it is intended right out of the box. As anyone can see I have made many attempts to get this resolved before coming to this point and I even told the company that I would file a complaint if it came down to it and they seem to still not care.

The company will nor honor their warranty, due to me not purchasing their product from their store of preference. On 10/25 I contacted Twin-Star International regarding a problem that I was having with the unit that I had purchased. I initiated a warranty replacement request. The first representative that I spoke with, stated that they do have a 1 year, from date of purchase, warranty. I sent in the information that they required, from the actual receipt, pictures of the unit, model and serial numbers, pictures of the box and everything. They stated that they would process the claim, and gave me a claim/ticket #. #XXXXXX. It appears that they were going to send me out a different model/comparable model. Then they came back and said that the request was not approved, because I did not purchase from a store of their choice. They stated that I had to buy a store like a Wal-Mart or a target. They stated that the warranty only works at certain stores. I stated to them that as a consumer, how am I supposed to know that. There's no where on their product, or boxes that states that if I buy this at certain store, I would be able to use the warranty, if something happens to the product. It was stated that they couldn't disclose that information, because no one would buy their product if they knew that. I stated to the representative that, that seems like deceptive practice to me. Because the store is not informing the consumer, that if this item is purchased at this store, the warranty wouldn't work. It then was stated that, well if they did that to, they wouldn't be able to sell product. So I stated to the representative at that time, but I'm buying your product, not theirs. So what I'm I supposed to do. She stated that she didn't know. I have the emails, time and dates and receipts, and photos. Hopefully this helps. Please contact me if you need further information.

Ive been getting the run around from the *** department in the Phillipines. Terrible corporate structure for customers I bought a Bell'O electric fireplace from Twin Star, it's an attractive unit and has kept my cabin warm for the last 2 winters. I came home to a cold house 10 days ago, with an error code showing. According to their manual, I needed a new blower fan. I called *** and they said they no longer carry the part. I took the unit apart and cleaned the fan blades, found a loose connection where the power feed connects to the main circuit board. It had been loose enough to cause the power wire to melt from overheating. I cut off the melted portion of wiring, installed new, tight fitting flat-blade connectors and plugged it in. The unit worked like new for 3 days, then no heat again on Tuesday, January 26. This time, part of the circuit board overheated and melted. I called the *** number (which is in the Phillipines) and got nowhere! They are only authorized to send out a remote control! I asked for the direct number to Tech Service. I was told there is no phone number for them. They send an e-mail to TS asking them to respond to ***. I was also told that I would hear from them within 24-48 hours. That did not happen. I called again on Friday, January 29 and got the same run around. I asked to speak to a Supervisor. I was told the Supervisor had the authority to send a circuit board to me. I never got to speak to a Supervisor after holding for 45 minutes. I called again Monday, February 1, spoke to a Supervisor but she claimed she had no authority to send anything to me. I asked again for Tech Service dept's phone number. She said they don't have their number. They can only email Tech Service. Their job is to filter calls so that Tech Services doesn't receive as many notifications. It's February in Missouri, I have a cold house, and I really need a heater in the living room of my cabin. The forecast is for 8 degrees this coming Saturday. Twin Star does not care! This is obviously a company that is structured to wear the consumer down, cause them to give up, and seek a different solution.

5 MONTH OLD HEATER IS BROKEN AFTER ONLY A FEW USES AND NO ONE FROM COMPANY WILL RESPOND TO COMPLAINT FILED AT COMPANY'S *** CENTER Purchased a Twin-Star International heater/tv stand LESS THAN FIVE (5) months ago and the heater is BROKEN already. Only started using the heater this past January. It started getting louder and louder over a few times of use and now it just clicks really loud and the heater no longer works. I contacted Twin-Star International Feb 10th at 12:40PM, got a ticket number 6XXXX3. I told the very rude agent, claimed his name was "ALVIN" who consistently cut me off and tried to end the call several times, that the fireplace I have had for LESS THAN 5 months is NOT WORKING PROPERLY. I explained that when you turn it on, it gets louder and louder within one minute and then starts clicking and clanging like an old car that is about to break down or hitting a pipe with a wrench. The BANGING gets so loud like it is about to EXPLODE. This is not acceptable. I paid way too much money for what is now just a TV stand. I just started to use the heater as it is now only getting cold in January but now cannot use for its intended purpose. "ALVIN" only wrote in the ticket that I was 'hearing a weird sound' and I ask for an 'instruction manual' which was not the case at all. The ticket was updated at 7PM at night Feb 10th with a missed call/no message. I called back to Twin-Star Feb 11th, s/w "Rachael" who said she would update the ticket, and someone would call me back. Feb 12th, I called the only missed call from Florida (where Twin-Star International is located) and left a voicemail. Feb 16th I called Twin-Star International again, s/w "***" who said the same thing "Rachel" did that he would update the ticket, he would email a supervisor, and someone would call me back or would email me back 24 to 48 hours later. Feb 18th I updated the ticket asking for someone to call me or email me because as of 5:15PM Feb 18th, STILL NO CALL or EMAIL from Twin-Star International and there is SNOW on the ground and the HEATER IS STILL BROKEN. How dare ComplaintsBoard.com give this company an A+ rating with 86 complaints/ 69 of them for Problem with a Product or Service. Purchased Sept. 13, 2020 Model #23EF026FGT-A001. IT IS STILL UNDER WARRANTY AND I SHOULD NOT HAVE TO PAY FOR A NEW ONE LIKE "ALVIN' SUGGESTED IN MY FIRST CALL TO THIS COMPANY. THEY ARE PROBABLY TRYING TO RUN THE WARRANTY OUT BY NOT CONTACTING ME BACK IN A TIMELY MANNER.

Multiple calls to *** about damaged item. no response except the runaround Purchased item from Home Depot. When I unpacked the box, which was very very excellently packaged, and there was no damage to the box what so ever, and pictures prove it, the item was damaged. pictures attached. I have contacted *** at Home Depot and they did not have a replacement for the damaged item, so they suggested I contact the maker, and gave me the contact information. I reached out on 10/26 by phone. A "ticket" was created and I was told as everyone else has been told that I would get a call in 48 hours. No call, and after several more complaints on my service ticket, I finally called on 11/12. Once again they told me that I would be called back in 48 hours. No call, and I made more notes 4 times between then and today. I finally created a NEW service ticket today to complain about not getting a call on the other ticket, and when I checked back today, they had CLOSED the 2nd ticket and left me a message on the original ticket saying they called me twice today and left voice mails. THEY DID NOT. Not only did they not call me today, they left a message telling me I should have called the vendor (I Did) and this is exactly what they said "Outbound Call: Hello this Meedlyne with Twinstar, sorry we missed you today. I left a VM regarding your open inquiry for a damage mantel received. We need a little more information on what exactly is damage ? is it the top part of your unit ? is it cracked?, is the bottom part of the unit lopsided, is the bricks missing from the mantel? We need the specifics of the issue. If this issue was caught from the first day you received the unit, your fast result wouldve been to contact the retailer. Us as the manufacturer honor the warranty which covers for parts needed. Nevertheless, im sure it it is pass *** 30 day policy you have with the retailer so we will try our hardest to assist you with this inquiry, If you can please reach out to us at XXX-XXX-XXXX, ticket # XXXXXX for further assistance. Our techs are here until 5:30 pm EST timezone" Now, to remind you, I SENT PICTURES of the damage. It is on the service ticket. In my outrage, I sent another message on the service ticket and added the pictures AGAIN! So in the above message, she is spanking ME for not contacting them sooner? The sad part of this is, I really like the product I bought, except for the fact that it has damage. Had I checked with the Complaintsboard.com before I spent my hard earned money on this product, I would have chosen something else. Everyone who has come in my house has commented on how much they like the item. But the damage to it is very obvious. It doesn't affect the operation of it, but it's just DAMAGED. After reading all the complaints about this company, I realize I will probably receive no responce or satisfaction. But I will never buy from them again.

Company uses non-response and delay tactics to keep from solving/fulfilling warranty requests. *** Integrity is non-existent. Purchased item on 9/17 Model: ODPXXXXX-XXD908-US3A Serial Number: AT-XXXXX-BXXXXXX Purchase cost $299.99 Problem date, 9/21 - First support case logged on 9/22, Case # XXXXXX. Additional Case numbers opened in an attempt to re-open dialog with service department. Additional Cases: XXXXXX created on 10/5, XXXXXX created on 10/27, XXXXXX created on 11/13 Issue: After purchase and initial assembly, this 'Sit/Stand' Motorized desk with Wireless Qi Phone Charger was working. Within one (1) hour of assembly there was an audible 'pop' and the smell of burning electronics. After this happened, the wireless charger and motorized desktop no longer functioned. I called and spoke to ***, and they sent a replacement supply. Replacing the power supply unit fixed the issue of the motorized desktop, but the wireless charger did not function. Additionally, the steps for removing and replacing the power supply were not accurate (screws vs welds) and the new power supply could not be placed into its bracket, resulting in the working power supply left hanging by its wires instead of being supported. The initial support contact was good. The agent was able to order a replacement power supply, and had it shipped out to me, Order #XXXXXX, shipped on 9/23. The replacement part fixed the motorized desktop, but did not fix the wireless charger, and created a new issue of the power supply hanging by its wires. I have contacted this company an easy dozen times, via calls and emails, including opening new cases in an attempt to get in contact with ***. I have spoken to at least two supervisors, 'Zach' and 'L J', as well as a number of *** agents. I've been told my case has been 'escalated' and I will receive a call back. I've been told they are searching for a solution. I've been told to email the claims department, twice. None of which has resulted in a solution. On 12/7, I was instructed to send pictures of the desk and receipt, and a Warranty Replacement desk would be shipped out. I should expect the replacement claim to take 2-3 business days and 7-10 business days for shipping. I sent the requested email and documentation on 12/16. I called on 12/29 as I had not received an email back, nor had the online case been updated. I was then told this desk would not be replaced under warranty, and that instead, I can remove the tempered glass top, remove the blown power supply, and replace it with the working power supply I've already been sent. The non-functional wireless charging unit is on backorder and they do not have an eta, but it 'should be available in a couple of weeks'. This is not Acceptable. Following three months of runaround after being told a warranty replacement would be honored, the company is back to not honoring their service agreements. See attached document for notes.

I bought an adjustable desk. It no longer became adjustable. I contacted the company...it's been almost 4 months without a solution. ticket XXXXXX 7/31 12:18:00 PM Twin-Star Agent Outbound: I called and left a voicemail with my contact information. The requested part is on back order and we will ship as soon as its received. 6/22 7:07:00 PM ***@gmail.com please respond to my inquiry on 6/16 - when can i expect the small tool that I need to change the motor on the desk? thanks. 6/16 9:19:00 PM ***@gmail.com i understand that there is a small tool i need to punch the screws that hold the rod on the desk. i understand that it was sent on june 10. i have not yet received it. can you please tell me when i'll receive it? thanks. 6/10 2:36:00 PM Twin-Star Agent *** request the tools that help to remove the motor rod.Email sent to my supervisor stated Hello, Please send the little tool that we use to punch the screws that hold the Rod on the desk. 6/10 2:30:00 PM Twin-Star Agent New Backorder No. 319492 (P) created. 6/9 4:29:00 PM Twin-Star Agent *** called in and still waiting for a phone call, mentioned that he talked to a manager and said that someone will call them by the end of the day but no one is calling. *** will return the unit, and requesting for a supervisor. 6/8 5:13:00 PM Twin-Star Agent *** called back making a follow up call because he haven't received an assistance for the installation of the motor he received until now. Need the tech to kindly assist as soon as possible. 6/5 10:46:00 AM Twin-Star Agent *** called in to make a follow up and upset and still waiting for a call. *** stated that if he did not receive any phone call today,he will return the unit and get the money back. 6/2 5:04:00 PM Twin-Star Agent call back in need to speak with tech team to assist for the motor he received. 6/2 4:09:00 PM Twin-Star Agent *** called back stated he recieved the new motor today but he need an assistance from our tech support because he didn't know how to install it, Kindly call him back as soon as possible so he can put it together. 5/28 4:04:00 PM Twin-Star Agent Outbound call LV: Thank you for your recent inquiry. My name is Samantha and I will be assisting you with your request. I left a message and as stated in the message,we will not be able to make the unit move without replacing the motor. Please give us a call back if you still need help. If you have any further questions, please respond via our portal or contact us back at XXX-XXX-XXXX and include your request number when calling back. 5/28 3:51:00 PM Twin-Star Agent *** open new ticket and stated i recently submitted a ticket (number XXXXXX) because my adjustable standing desk is stuck. i believe you ordered a motor for me and are shipping it to my house. in the meantime, the desk is stuck in the highest vertical position (but it reads "bot" when i try to move it down). it is extremely uncomfortable and i can't use it like this until the motor comes. how do we drop the desk to get it into the low position so i can at least sit down until the motor comes. 5/26 3:57:00 PM Twin-Star Agent *** already did the trouble shooting i provided 5/26 3:56:00 PM Twin-Star Agent *** said the desk is not working.plug the unit to a main/wall outlet, unplug the 3 wires below the desk, Advised *** that our technician will assist Him Her within the next 24-48 business hours. 5/26 12:59:00 PM Twin-Star Agent the *** called to confirm that his desk is not still working, we process the replacement motor, gather his cc info and he wants assistance after he receives the replacement 5/26 12:50:00 PM Twin-Star Agent New Order No. 318898 (P) created. 5/26 12:12:00 PM Twin-Star Agent New Order No. 318898 (P) created. Please click on the order number to complete the payment. 5/26 12:11:00 PM Twin-Star Agent Outbound Call; LM. Hello, this is Regis, I will be assisting you. Advised *** to make sure the unit is di

Countless attempts made to get a technician 2 call me re: issues w unit & have been promised a returned phone call >5 different times with no response Classic Flame 39 inch LED Builders Electric Firebox with swinging doors model number: 39EB500GRS Purchased July '20 for ~$850. Professionally installed in mid-August. 10/13: 1st problem noted. Door magnets are on the top of the fireplace doors and should be on the bottom. There is nothing on the top for the magnets to adhere to. There is a plate at the bottom where the magnets should hit, Pictures sent to claims email address and were verified rec'd. Was told they needed to check with the technician about this and would call me back. 10/27: No response. I called back and the representative said she would send me replacement doors. However, she could not verify if the magnet placement would be any different than the ones that wrongly came on the unit. I felt like no one could even verify if the doors were manufactured wrong, if my unit was improperly made, etc. But their solution was to send me replacement doors even though they couldn't verify if they were any different than the ones I had. 10/31: One door was sent (not two) and the magnets were still in the incorrect location, on the top of the door. This same day I sent detailed pictures with captions of my unit, the doors, and what exactly is wrong and where the magnets should be to the claims email address for the company, which is the email address I used to send my initial pictures on 10/13. I never received a response. 11/16: After still no response, I finally called again to followup about the incorrect magnets on the doors in addition to now a fan noise that is heard when the flames are on. It was completely quiet previously when only the flames were on, but there is now a fan noise. I was told a technician (tech) would call me within 24-48 hours to further troubleshoot. 11/19: Still no response. I called again, & the rep requested that I send additional pictures of my unit doors in addition to the door replacement that was sent to me. I did this, & was told a tech would call me within 24-48 hours. 11/23: Still no response. I called again. I was told that my case would be put under "priority" status & that I would receive a phone call within 24-48 hours. 11/25: Still no response. I requested to speak w/ a supervisor. The rep *** (ID: BXXXXX) told me that one wasn't available but that he would go speak with the supervisor himself "face to face" & have them call me before the end of the day. He said he would follow my ticket to ensure that it was being resolved. He also promised me I would receive a phone call by the end of Mon, Nov 30. 12/1: Still no response. A supervisor never called me on 1//25, as promised. I, again, was told my ticket would be put on "priority" status, and was promised, yet again, a phone call within 24-48 hours. I told the rep that I have been promised numerous times a returned phone call from a tech w/in 24-48 hrs but no one ever calls me, & that I have yet to receive a call back since I started dealing with them back in mid October, & therefore have absolutely no confidence that I will actually get a call back. The rep told me I just needed to "take her word for it" & "just trust her". By the end of the phone call, she promised a tech would call me by the end of tomorrow, 12/2. 12/3: Still no response. I don't know if this is normal practice for this company, but it has been absolutely terrible. They set the expectation w/ telling me a tech will call me w/in 24-48 hours, and it still has not happened. A supervisor is never available to speak with me. I am told by the reps: "I promise someone will call you." "Take my word for it." "I am going to follow this ticket to ensure it gets resolved." "I will escalate your ticket to high priority." These are great script talking points, but that's all they are- talking points. I'm at a loss because I can not get a call back from this company to help with 2 different issues that are going on with my expensive electric firebox unit that is still under warranty.