Business ProfileforSavannah Heating Products Ltd.

I would not recommend anyone to purchase a Savannah fireplace. I have a Savannah fireplace that was installed in May 2020 in our vacation home which cost us several thousand dollars. In September of 2022 I had the fireplace on and heard a loud crash. The entire back panel of glass shattered. It took Savannah 4 months to ship the part and now they indicated that they would not cover the cost of the replacement glass and service as they said it was out of warranty. The glass panel should not have shattered ***** ***** *** **** ************ ** ***** *********** If I could I would have chosen a different supplier as they do not stand behind the quality of their product. ************* ** ** *** ****** ** ******* ** * ** ***** ****** *** ***** ** **** **** *** ********** 

Mr. *****, the warranty on the rear reflective glass panel is 1 year. Your fireplace is almost 3 years old. That glass panel is purely aesthetic and is included in the unit at no extra charge. The glass is ************ glass, which is fairly durable. However, if it gets damaged in any way it can create a weak spot that will cause the panel to shatter when the heat hits it. This would happen right away if it was shipped that way, not after 3 years. As far as craftmanship, we do not make the glass. We bring it in from a glass manufacturer and install it into our units. Besides, I don't think you can qualify something as a “piece of junk” simply b/c a piece of glass broke. More importantly, it seems as though your fireplace is burning great. We are happy to hear that.

I find your response degrading and insulting. The humour at the end does not take away the fact that the fireplace has been unusable for the past 5 months. The issue is not the warranty. I figured I had to pay for the repairs because the fireplace is just over two years old (not 3 years as you exaggerated to make a point). However, when I talked to the installation company they said they had never heard of this happening before. Also the real point that irritates me is the fact that someone at your organization told the installer that this was a known issue with this glass and that it would be covered because of the known issue. However, once the installation company received the replacement glass Savannah redacted their original response and said I now had to pay. I have two Savannah fireplaces in my home that I took possession in May 2020 that cost me over $10,000. I am afraid to use the lower level fireplace now as I I don't know what will go wrong with that one and afraid of fires happening. A few other comments related to your insulting response. 1) We don't live int he home full-time. We mostly spend summers there and only visit on occasion in the winter. Therefore I have only used the upstairs fireplace 5 to 10 times. I would expect the glass panel to last longer than that with limited usage. 2) If the reflective glass panel is "included in the unit at no extra charge", why am I paying for something that is "no extra charge" 3) Savannah indicates that they are not the manufacturer of the reflective glass panels and therefore does not take responsibility for their quality. I think that Savannah needs to review their quality control process if the reflective glass panel shatters with only 5 to 10 uses. No need to respond to this comment as I have already told the installer that I will pay for parts and service as I need to get this fixed as it is an eyesore at the moment with the entire glass panel collapsed on the burner. I hope it did not damage the burner and cause other issues. I will not recommend Savannah to anyone and will tell this to my builder. This should not happen after a handful of uses. In summary I am most upset that Savannah initially declared that this was a known issue and would be taken care of only to backtrack. That clearly demonstrates a lack of a customer centric company.