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Complaint Details
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Initial Complaint
11/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pellet stove from the company on Labor Day Weekend, they installed it and it did not work properly. The control panel was shorted out so they replaced it with the control panel on their floor model. The stove then stopped lighting due to an ignitor issue. We requested a replacement for the stove and they said NO its under warrantee. Tom the owner came to my home on 10/25 and looked at the stove got it to work and the next day it stopped. Tom advised my husband that it was loose screws that made the stove not work. We have invested over $5,000 in a pellet stove that doesn't work and they were suppose to order a part to fix it back on 10/25. Tom hasn't called us with an update and I called today and was told that he is out and they don't know if the piece was ordered? This is really poor customer service I want a new stove either the brand I got or another one and they will not respond. I would like help in getting a new stove that works properly. This could be a fire hazard and when I called the City of Fitchburg they said it was inspected for installation and they cant help me. If someone can help me I would appreciate it.
Business response
12/16/2021
Business Response /* (1000, 8, 2021/11/30) */ We have been in contact with Mr. and Mrs. ****************** frequently since their purchase of a pellet insert. A deposit was received on 9/7/21. A site check was done; installation was scheduled for 10/1/21, but our installers found the chimney to be in poor condition. A repair was made to top of chimney with no additional charge to customer for proper support for stainless chimney liner. After installation, our service manager, Tom, went to their house to explain how to run the unit. A new control board was installed even though there was no indication of any problem based in information presented prior to starting the first fire process. The unit ran perfectly. Several days later customer reported issues, so Tom went the same day to review which was difficult as we have a long waiting list for service. Found no problems; the unit was running perfectly. They reported some issues several days later so Tom cancelled other service calls to visit the same day problem reported. Went thru entire stove & found no problems. George was home. Received a call later that day to say unit wasn't running; we went to home to find the ignitor turned on but wasn't lighting. Unknown to us, an electric space heater had been running at the same time they were trying to run the pellet insert which caused the ignitor to not function properly due to temperature response. Heater turned off, burn pot emptied, unit ran fine. We did submit a warranty for a new ignitor. Not certain if there was an actual problem or not. In spite of our prompt responses, Mrs. ****** submitted a complaint to BBB as well as to the building inspector. We offered to remove the stove and issue a refund, or install a new ignitor, although we're doubtful the original is faulty. We also suggested they check the load on the circuit on which the insert is installed. Per customer request a new ignitor was put in. Ignitor was in a sealed package from the manufacturer, but we were accused of putting in a used ignitor. The insert ran perfectly the last time we were in the home on 11/18/21. The unit was running properly at the completion of the appointment and Feens has not received any correspondence from the homeowner since that date. The homeowner seemed pleased with the results. The homeowner was also going to have a licensed electrician review their electrical service to make certain the proper electrical was available for the product just to be certain there is no problem within the house. We haven't heard anything further since we were in their home on 11/18.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.