Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The solution is currently in the works but I do not see it being completed in a timely manner. I purchased a pellet stove along with installation. They never completed the installation on the initial pellet stove. It was not mounted to the chimney, they never set up the temperature probe for the thermostat, they left a 1 inch gap between the stove and my fireplace due to using the wrong parts. The service manager Samantha refuses to speak with me to resolve the issue and pushes back my appointments without contacting me . The stove they partially installed is faulty and I am scheduled for a new stove to be installed on 2-28. She has canceled 3 previous appointments without notification and I have to call the salesman to get information on it. She lies and says she tries to call and that my phone beeps and disconnects. She is the only one from this business with the so called issue. The first stove was installed Saturday 1-18 and as I said it is faulty so I have been arguing with them for a month on getting a working product.

  

  Business Response

  Date: 03/06/2025

  Dear *******,

   

  We are writing in response to Complaint #******** filed by *** ***** *******. Our company has been working diligently with *** ******* to address and resolve his concerns to his full satisfaction.

  As of Saturday, March 1, 2025, all issues pertaining to this matter have been successfully resolved. Per *** *******’s request, we replaced the stove he originally purchased with a different model from a different manufacturer. After careful consideration, *** ******* determined that he would be happier with an alternative model and opted to pay the difference in purchase price. The swap was completed on Friday, February 28, 2025.

  Following the replacement, his salesperson contacted him the next morning to ensure he was satisfied with his new stove. *** ******* confirmed that he was extremely happy with the resolution. Given this, we now consider the matter closed. We have also invited *** ******* to reach out should he require any further assistance in the future.

  We appreciate the opportunity to address and resolve this matter and value both *** *******’s business and the BBB’s role in facilitating customer satisfaction.

   

  Please do not hesitate to contact us should you require any additional information regarding this case.

   

   

  Sincerely,

  Bruno F*******

  ***** ******** ****** ***** * *** ************************ ************ *** **** **** ** ******************** ********** *** ******** ** **** ***** *** *** *********** *** ************* **** *** ******** *** *** ***** ************ ***** ** *** **** ******** **** ***** ** ******** ****** ****** *** ****** *********** *** ** *** ******** *** ******** ** ****** ** **** ****** ********

  
  

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delivery caused damaged to brand new deck when delivery was not secured to hand cart and fell off. Damaging one board and deck now needs to be restained

  

  Business Response

  Date: 02/28/2025

  Dear ******* *********.

   

  We are responding to the complaint regarding alleged damage to the customer’s deck during the delivery of a stove for installation.

  Our review of the situation, supported by photo and video evidence, confirms that the accident occurred due to un-shoveled ice on the pathway, which created unsafe conditions for the delivery. As a result, the stove tumbled during delivery; however, there was no damage to the deck surface at the time of the incident. The photos taken immediately afterward confirm this.

  Additionally, the customer attempted to pressure Dean’s Stove & Spa representatives into installing the stove at no cost, stating that he would refrain from filing a complaint if we complied. We declined this request, standing firm in our position that no damage had occurred. Following our last conversation with the customer, we were left with no choice but to file a police report due to threats directed toward our employees and ownership.

   

  Given these facts, we do not find it appropriate to cover the requested costs.

   

  Please let us know if you require any additional details or supporting documentation, photos, or video.

   

  Best regards,

   

  Bruno F*******

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* pellet stove at Dean's Stove and Spa on 3/26/2023 for $3,800. On 12/19/2023 11:20AM my wife called me stating the pellet stove located in our outdoor room was on fire. I instructed my wife to unplug the stove, I immediately came home from work and removed the stove from the room and extinguished the fire and called the fire department. A fire marshal investigated. I left message for Chris at Dean's Stove and Spa the following day 12/20/2023, he finally called me back on 12/29/2023 at 4:10PM. Chris said that the stove caught on fire due to my lack of maintenance, without any investigation. I have owned pellet stoves previously and I faithfully clean them every 3 days. From March to December I burned 28bags of pellets. Chris wanted to take the stove and I cancelled that appt on 1/8/2024, because multiple employees told me it was my fault, and I felt I would not get an objective opinion on the true cause of the fire. 1/9/2024, employees came and took pictures of the unit. I called 1/10/2024, left a message for Chris who called me back at 4:30PM, and told me to file a claim with my insurance to get the money back. I did not because this was an auger malfunction and not because of lack of maintenance. Chris referred me to the service manager/technician Bruno, appointment 1/11/2024 to come out and look at unit. He never showed up. It was rescheduled to 1/17/2024 (another day off of work) by 1:45PM I called Deans where they told me they did not have an appointment scheduled. 1/18/24 received email from Bruno Ferreira that he assessed from pictures it was a hoper fire and not Deans fault (repair estimate $744 to $1050 + tax). We are filing with BBB because it kills us to see Dean's Stove & Spa commercials and wonder how many other people will be taken it by them. They lack in the area of customer service, and are selling less than adequate stoves which we found after doing our own investigation into ******* pellet stove model ****.

  

  Business Response

  Date: 05/21/2024

  ******** ** ** ******** **** *** ********

  Regarding your ******* ********* Pellet Stove (SN *********), which you purchased on March 29, 2023.
  We sincerely apologize for the fire incident you experienced on December 19, 2023. Our team takes safety very seriously, and we understand the concern this must have caused. However, overall operational responsibility of running any heating appliance ultimately falls on the homeowner. The manufacturer’s warranty does not cover such damage under their limited warranty guidelines.
  Upon purchase, our in-house technicians set-up your stove on April 18, 2023 prior to your pick up as you opted to self-install your appliance. The stove parameters were set according to the manufacturer's specific requirements for your installation requirements. Prior to pick up our technicians noted that your stove operated safely and efficiently.
  When you reported the burn back incident to Chris (our sales manager) promptly contacted you to discuss the situation. Based on his expertise, he explained that such fires typically result from inadequate maintenance rather than a malfunction of the stove itself. Chris offered to inspect the stove thoroughly to identify any potential issues. Our technician Jeff came out and documented the damage and found the it to be minimal. The unit could be repaired rather easily and put back into a full function in short order.
  Upon reviewing the photos you provided, our team observed characteristics consistent with a hopper fire, which can often occur due to user error. Maintaining a pellet stove involves more than just daily vacuuming and ash removal. That's why we emphasize the importance of regular and detailed maintenance in our free weekly classes, which cover operation and maintenance for all units we sell. Regrettably, you did not take advantage of this resource.
  While we regret that we cannot offer a refund as you have requested, we remain committed to assisting you with the safe operation of your stove. Please let us know how you would like to proceed, and we will do our utmost to help resolve this matter.

  
  Sincerely,
  

  Dena C*****
  Dean’s Stove & Spa/ Heat Zone Tech

• Initial Complaint

  Date:04/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/17/2022 Dean's Stove and Spa was suppose to pull a permit for installation of 2 pellet stoves and charged me $200.00 to do this. It was never done and I went to town hall today to verify this and she didn't have any record of this so if my house catches fire I am not covered because they were never inspected and signed off of. I would like this situation rectified and have the stoves inspected and have them pull the permit, I was also there today and I asked her if the permit was pulled and she assured me it was.

  

  Business Response

  Date: 04/19/2023

  Unfortunately, there was a delay in the pulling of the permit, because this is all done online sometimes things do not go thru as expected and the processing falls thru the cracks. The  permit has been pulled and permit is #******* and is scheduled to be inspected on Wed., April 19, 2023 after 4pm.   The unit is installed and the job is complete , awaiting inspection by the town.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Dean stove and spa to service and fix my pellet stove. They have been out over 12 times each time forgetting something and not troubleshooting properly rescheduling took another month each time this issue has been going on since December 2021 now they will not even answer my phone calls and have all of my stove parts so I can’t even find another company to work on it without the original stove parts that Dan the service technician had the last three scheduled appointments were no call no show and I am left with no information as to how to proceed now they won’t return any phone calls or messages just looking for some help. I just want my Parts back.

  

  Business Response

  Date: 01/24/2023

  To Whom It may Concern:
  
  In reference to Mr ******** statement.  This unit was not purchased through Dean’s Stove & Spa, the unit was acquired from a third party by the customer.  From the beginning, the customer request was to get the unit running, unfortunately the attempted fixes did not work, due to the fact that the unit is severely water logged.  The technician did not take any parts from the unit, he did however replace a wiring harness to see if that would fix the issue and the customer was not charged for it.  The customer has been advised several times that the unit is not fixable due to being severely water logged with extensive damage.  It was recommended on several occasions to trade it in towards another unit. 
  
  Kindest Regards,
  
  Dena C*****
  Dean’s Stove & Spa

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After 4 visits the stove is functional but front facial for the insert is not properly installed per manufacturer recommendation and sits loose on the stove. At this time Dean’s demands a $200 payment before the issue can be resolved. This is in addition to payment already made and above original quotation. On the first day of install, August 2022, I had several conversations with the sales person and owner regarding resolution of installation issues experienced with the stoven despite my providing complete and accurate measurements as requested by Dean’s Staff. During these discussions the sales agent admitted that this issue had occurred previously with the ********* stove purchased and that Dean’s should have requested additional measurements of the Lintel. Initially sales staff offered a “more expensive” stove as an alternate at the same price but this model did not qualify for federal tax credits so I rejected the solution as not being like grade and quality (see last paragraph for additional detail). Upon learning that the stove purchased was already partially installed the owner identified a solution he claimed would solve the fit issue. A second install visit was scheduled, new part installed but front fascia fit issues persist. On November 29, 2022 with no response from Dean’s I asked the Building Inspector to inspect the installation. The inspection failed for 2 issues, fit of the front fascia and lack of insulation at the damper. I contacted Dean’s and a third visit was scheduled. On this visit, instead of brining the modified fascia originally discussed Dean’s elected to address the fit issue with another adapter. But on examination they realized this adapter was already installed on the second visit and did not address the issue. They identified another adapter, a “shoe box”, that they thought would likely resolve the fit issue and left to retrieve it from stock at Dean’s Stove and Spa. Dean’s would not proceed without $200 payment.

  

  Business Response

  Date: 01/24/2023

  To Whom It May Concern:
  
                  In reference to complaint #********.  Customer was advised of options for the panel, they were advised to do a shoebox fit it would be an additional $ 200.00.  Customer was only charged on invoice #****** for the installation fee of $895.00 and $200.00 for a building permit.  The local building inspector was contacted and it was deemed that the installation failed due to "no rockwool installed" which our crews returned and installed on 12/10/22 at no additional charge to customer.  The installation is currently complete with an offset adapter and the unit is running.  If customer wants to go further there is a charge for a “shoe box" adapter if he would like one installed.  Unit is running and installed to code.
  
  
  Kindest Regards,
  
  Dena C*****
  Dean’s Stove & Spa

  Customer Answer

  Date: 01/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  The unit is installed and running but not properly fit per manufacturer design.  Latches that attach the cover to the stove do not engage and the cover rests on the stove with no firm attachment as intended.  This is the essence of the complaint.  Dean's Stove could have and should have known this and, as expressed by their sales rep and technicians on several occasions, did in fact know that the lentil may be a sizing issue.  Their failure to fully follow up on the lentil dimension at the time of purchase should not trigger incremental charges as the issue was fully foreseeable by Deans Stove and spa.  I stand by me belief that Deans stove and spa should correct the fitment issue in an appropriate way.  If in their opinion the shoe box is the correct answer then it should be installed at no extra charge.  Doing the job wrong twice does not excuse them from finishing the job correctly.

  Sincerely,
  
  ******* *** **********

• Initial Complaint

  Date:12/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a new gas fireplace in January of 2022 and gave them a deposit to hold the stove. In July we were asked to pay the final $10,000.00 before they would come install. We did that immediately. They then put off our initial install for a month. This was a 2 part install as our home was under construction. We then spent months trying to get them to come out and complete it. They have been non responsive. Our sales person Tracy typically wont take our calls and we got her once as she answered the phone when we called. Sam who is in charge of all installs has been useless and just doesnt care. She has had her past 2 installers quit, and once even said that the installer was outside but could not get in as they were digging across the driveway. They were not, they were digging somewhere else in the yard. This guy also quit. They then said they needed more parts, and most recently said we needed to connect the electric before they could come start it. The electric has been connected for months. They wont take our calls, they wont make a final appointment and we just want them to come get their stove and give us our money back. We cant trust that they will service this 10,000 dollar fireplace when they cant even return our calls or finish their install. This has been going on for over 4 months. They promised by Halloween, and then Thanksgiving, and then Christmas. They lied about all. We really need your help as we cant even get them to talk to us.

  

  Business Response

  Date: 01/24/2023

  To Whom it May Concern
  
                  In reference to the complaint. We, like many other companies have been challenged with staffing issues as well as product delays, but this is not an excuse.  Prior to receiving this letter , we have been in contact with **** *********.  We were last out to his residence on 12/20/22 to run the venting stack and attach pipes.  Customer did come into shop on 1/10/23 and purchased power vents to be installed.  A technician was dispatched on 1/18/23 to start up unit. The remote for the unit was faulty from the manufacturer so we will be returning to test unit and make sure everything is operating once we receive a replacement from the manufacturer under warranty.  We have been in contact with the customer and working with them, and addressing all issues.
  
  
  Kindest Regards,
  
  Dena C*****
  Dean’s Stove & Spa

  Customer Answer

  Date: 01/25/2023

  
  Complaint: ********
  

  
  I am rejecting this response because:
  

  The response is inaccurate and self-serving.  there have been no material delays, and they forgot to order the power vent, and then they forgot to order the wiring harness for it, and then they forgot the remote.  it has been a comedy of errors, and they just dont care.  i bought a complete power vented unit, and they cannot take the time to care about completing it.  I have been asking since last week again when they were bringing our remote so they could have all functions operational and test it.  they have not responded.  I need this working and operational or they can come take it out.  This has been going on for over 6 months.  there are no excuses.  if you need i have many unanswered emails from Sam who is in charge of service.  the email from you is the first i have heard about a defective remote, which again is a lie, they just dont know where the remote is.  they are a horrible company who just doesn't care, and customers should be warned about doing business with them. 

   

  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:06/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a hot tub from Dean's Stove and Spa. We have have had repeated issues with the ********** Hot Tub and Dean's inability to fix it. The tub was delivered in September 2021. The hottub had its first leak within the first 6 weeks. We have had 5 individual instances where the tub has leaked then fixed. Most recently the tub was fixed and leaked the next day. We have asked Dean's for a refund for the hottub. We have lost any confidence in the manufacturer and Dean's ability to repair it. Dean's will only extend the warranty or provide a new tub. We are requesting a refund.

  

  Business Response

  Date: 07/01/2022

  Hello Mr. *****,

  We appreciate your business and understand your frustration with the situation. As you have stated, ********** has indeed offered to exchange your spa for a brand new replacement. Please understand that this offer from the manufacture is far beyond the normal limited warranty they offer and is a direct result of the work the Dean's team has done on your behalf. The offer you have received was approved by the vice president of operations at ********** Spas. Unfortunately, Dean's Stove & Spa LLC is unable to refund you the purchase price of your spa at this time. Any and all warranties are issued by the manufacturer not the retailer. The work completed to date has been in accordance with guide lines that ********** Spas has provided and can not be circumvented by Dean's Stove & Spa LLC. As we have stated previously we suggest you accept the very generous offer from ********** Spas to receive a replacement unit free of charge. Dean's Stove and Spa LLC can not take back a used spa after it has been used, so a refund is not an option. Please feel free to give us a call if you would like to discuss the matter further.