ComplaintsforAarons Alternative Energy and Chimney Services Inc

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3, 2023 Aaron's Alternative Energy installed a Morso wood stove at our home in Washington, Missouri. Since then, we have had water damage to our ceiling, floor and wood stove. We called Aaron's to ask them for help in repairing the problem. On 10/20/23 they sent an employee out to try and fix the roof leak. We still had evidence of roof leakage during the next rain event. On October 31st, we were told to send photos of the damage and on November 1st, we sent an email with photos. We were told that they would make everything right, including hiring a roofer, performing ceiling repair, stove repair etc. as needed to correct the problems from the water damage. After their initial responses, we called them back to see when to expect definitive action. We were told that the owner of the company would come to our home to look at the problems personally - November 8th at 3PM. He no-showed. We called them starting on November 8th after the missed house call, again on November 9th and again on the 10th. They did not answer our calls and have not returned our multiple voicemail messages. I have now hired a roofer at my own expense and plan to hire a chimney service to look at the chimney installation to make sure it is safe. I have also contacted the Morso stove company to ask for help resolving this situation. We would like the cost of the installation refunded to us to help cover the cost of the repairs to our house and stove.

  

  Business response

  12/08/2023

  On May 3, 2023, Aarons installed a stove for the ****** family.  The installation went smoothly and there were no complaints at the time.  In mid-October, the ******' called and said that they had just returned from being gone for 4 months and that some water had been leaking on the outside and inside of the stove during their absence.  Aarons sent a technician out on October 20th to assess the situation.  During the inspection, we discovered a few issues with the silicone around the flashing that had been letting water seep in this is believed to have occurred because the stove was lit before the silicone was fully cured and expand the pipe lifting the flashing breaking part of the seal on the metal roof.  Everything was re-silicone to prevent further leaking.  
  
  
  
  
  Our office advised them to keep an eye on the ceiling and stove over the next week, as we were expecting more rain, and to let us know if they noticed any more leaking.  On October 30th Mrs. ****** called and stated that they were still hearing/seeing water drip down inside the stove.  She also said that she did not see the roof stain get any larger during the rains so she did not think it was leaking anymore. Aaron's reached out to ***** for help with the stove issues as the venting system is installed to mfg minimum codes and standards. The installation of the venting system is UL listed and changing things as simple as a raincap to another mfg raincap will void the UL listing of the entire system. An appointment was set for November 8th for another inspection.
  On the 8th we had an issue arise at an earlier appointment and Tyler was not able to make it to the ****** appointment until approximately 9:30pm. He did make a call to Mr.****** to let him know but there was no answer.  Aaron's understands that the ceiling damage allegedly happened from the flashing leaking regardless if the stove was burned prior to sealant properly setup and will cover repainting the ceiling costs associated with that and has been notified to the ****** family.
  
  
  Aaron’s will not void the UL listing of the pipe and the stove and break Nfpa211 codes and standards for any installation regardless of install. If the ****** family wants to install a new/ different raincap to help prevent the small amount of water from entering their stove they assume all liability, and should contact their Insurance company and provide them with the information their wood stove does not meet minimum codes and standards. 

  Customer response

  12/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Firstly, there has been no contact from Aaron’s to us since we called Aaron’s office on 11/3/23 and talked to the woman there, as we were following up on the email with photos that we sent to Aaron’s on 11/1/23.  She set up the visit by the owner to our home for 11/8/23.  The subsequent no-show by the owner was noted in our original complaint, as well as the fact that none of our phone messages were returned, ever, including the one left at 330 pm on 11/8/23 when it was 30 min past the arrival time scheduled for the appointment and we wanted to know what to expect.  There was not a phone call to Mr. ****** as owner stated – no missed call; no phone call. 
  
  Secondly, Aaron’s statement that the stove was lit before the silicone cured in May 2023 is absolutely false.  From where did they get that idea? We were never asked about this and we were not made aware of this statement until it now appears in a response to our complaint.
  
  Thirdly, the statement that the ****** family has been notified of any sort of ceiling painting is also false.  There has been zero contact from Aaron’s to us since we called Aaron’s on 11/3/23 and the woman in the office called us back to set up the 11/8/23 appointment.
  
  We have hired a roofer who works exclusively on metal buildings.  His inspection of the stovepipe and roof revealed that there is a boot around the stovepipe that has no clamp around it and is so large that the roofer was able to stick his entire forearm between the boot and the stovepipe.  Obviously, this is a way for water to pour down around the stovepipe and into the attic.  Also, the roofer found that the flashing was installed with cheap silicone that has and will fail.
  
  We request the refund of the money we spent for the installation of the Morso stove so that we can have the stovepipe/roof repaired as is planned by the roofer. 
  
  Sincerely,
  
  ***** ******

*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. ↩