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:02/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ***** *** ******** *** needs to be fixed
  
  Purchase Date December 1-2022 Cost $2,999.00
  Quadra-Fire Classic Bay 1200 Pellet Stove
  Model Number ** *****
  Purchase From Preston Trading Post
  651 Route 165
  Preston ,CT 06365
  
  February 3rd, I contacted Preston Trading Post and left a message with Kerry. I was calling to find out how to apply graphite to the f*** *** ******** ***. I followed up on both the 4th and 5th of February, both times leaving a message for Kerry with the person who answered the phone. I do not recall their name.
  
  February 6th, I contacted Preston Trading Post and was able to reach Kerry. I was told that she would be speaking to Robert H***** about the issue. I waited until the following week, and on the 13th I again contacted Preston Trading Post and left a message with who answered the phone. I do not recall their name.
  
  February 15th, I was able to reach Kerry, who asked if Bob (****** ******) had contacted me, which he did not. Kerry explained that she would email and call him.
  
  February 19th, I called and spoke with the person who answered the phone. They informed me that Kerry was busy, but wanted me to contact Bob. I agreed to text him. I contacted him via text at 12:17 pm I had received no response from Bob as of today 2/21/2023.
  Note
  Robert H***** (Bob) has had to come to my house to fix the first pellet stove (**** ********* * * and Bob would come on his day off which was on Sundays. I had to return the
  (**** ********* * cost $1,899.00) which I purchase 8/29/2022 I returned and apply the cost to *********** ******* *** **** Pellet Stove
  Desired Resolution Honor Warranty and fix my pellet stove

  Business Response

  Date: 03/03/2023

  At first glance, we were not sure what the customer was asking for.  It seemed that the request was for advice on how to graphite (lubricate) the mechanism that moves the floor (bottom) of the firepot for cleaning.  That would be a maintenance issue.  How or why a technician would be required or why it would be considered a warranty issue was a little baffling.  BTW, the phone number supplied in the complaint was wrong, but we looked up the customer record and reached out to him by telephone to get a better understanding of what the problem actually was.  I spoke with the customer today 3/3/23, to gather the information needed. We had an amicable conversation.  He indicated that the mechanism (linkage) worked when new, but had become stuck.  This is likely the result of pellet fuel having some impurities that fuse to the firepot floor because of the high temperature and that can prohibit movement.  I told him it is like glass that can adhere to the cast iron and be difficult to remove and it can stop the movement because the firepot floor slides like a knifeblade and the extra material deposited needs to be cleaned.  I also told him how to graphite the moving parts of the linkage.  I also suggested I would call the technician to have him stop by if he continued to have a problem. He agreed to try using a flat blade screwdriver to clean the firepot floor.  We agreed to speak over the next day or two.  I'll call the technician and have him communicate with the customer as well.

  Customer Answer

  Date: 03/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** * ******

   

  I talked to the owner of Preston  Trading Post  and he asked me about my stove and told  me what I could try  which I did. I couldn't  get the  fire cleaning  rod to work after using a screw driver to try and free anything that would be trapped .