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:10/19/2022

  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.

  I paid them to clean my pellet stove insert, and to troubleshoot a problem. I hired them because it weighs hundreds of pounds and I can't get it out of the fireplace alone. When they re-assembled it, they left the room temperature probe laying on the ground unplugged in front of it. This needs to be connected to the back of the stove when it's removed for cleaning. When I called them about it, they said they won't fix it without an additional $300 fee, on top of the $300 I already paid them. They also won't come fix it for over a month even if I pay. They might have broken or disconnected a second part inside it, the exhaust sensor probe, which the control board is no longer recognizing. My winter heat is now unusable.

  Business Response

  Date: 11/15/2022

  Thank you for reaching out to hear our side of the story.  We are a small shop that tries to help a lot of people and many various types of stoves.  We have been servicing this gentleman for 2 years now.  This years appointment was more then a regular sweep of the unit.  we arrived to a unit that was not operational  Here is a timeline of phone calls, messages and more.  it even includes us trying to move his appointment up to accommodate faster service on his supplemental heating source.  His main source of heat is oil system not the pellet stove, we have not nor ever would leave someone with out heat! 10/19/2022, 4:13pm Customer called in very rude and over yelling both me and over talking missy. He stated we are scamming him and that we left his stove unassembled. Advised photos taken show we did complete the reinstallation as it was but it was not working due to the control board. Customer states he changed out the co...Show more BG  10/14/2022, 10:33am  LM for customer regarding ordering ****** ******* ***** ********* cost is $535 before tax and s/h. Must be paid for in full prior to ordering as well as current outstanding balance before setting new appointment. MM 10/07/2022, 11:13am E-mail invoice, no service to process CC payment. 10/6/22 MM 10/05/2022, 4:25pm Customer okay with moving from 10/31/22 to 10/6/22 (T2) - mm  MM 09/28/2022, 1:52pm 607-382-6131
  Pellet Insert C/S & SVS
  ****** ** ***** ******** - SN#**********
  Stopped working, lights come on but no codes coming up
  Last C/S - 2/22/21
  Scheduled on 9/28/22 - mm   Here is the initial response to the complainant on the initial google review : Mr. ********,
   
  Thank you for contacting us and letting us know how unhappy you are. I can only imagine, after sourcing the part and repairing the pellet stove yourself, how discouraging it was that the unit continued not to work. If you remember, the stove wasn't working when we arrived for your annual sweep and inspection. We tested all the parts so we could make a proper diagnosis. We also called the manufacturer to confirm the diagnosis since this particular unit is not one we sell or specialize in. Because we understand the chance one takes when purchasing parts, we sourced the manufacturer-specific part for this unit and offered our price and services to install it. You declined that offer and made the decision to purchase the part and install it yourself.
   
  We totally understand that times are what they are and saving money is important to you. At the same time, while we run a business that has expenses and overhead, we work very hard to keep our prices in line with our level of service. We provided you with good service with the work that was done including moving up your appointment by a significant amount of time when we discovered there were operational issues. And I want to be very clear as we are transparent with our pricing. I don’t know where you got the $300 service call number because it starts at $175. We state this not only at the door before service but also on each phone call before appointments are made. All our customers are also told upfront that a sweep and inspection is $289.95.
   
  We performed the diagnosis for you as stated above. Now, after thirteen days since the appointment, you have decided, after purchasing the part and installing it on your own, that we are the problem. I’m having a hard time wrapping my head around this because none of us knows if the part you purchased and installed was installed correctly or is manufacturer specific. (What I do know is calling our office and taking your frustration out on the women that answer our phone is both unproductive and inappropriate. They are here to serve our community and help schedule the right service for each individual appointment.)
   
  With this said, and as frustrating as this situation is for you, I would like to help resolve this issue so you have a working unit before winter hits. Please call me on my cell phone at ************. My name is ***** (and I own the business with my wife.) (You will find this to be a much better avenue to a resolution than you will get with disgruntled phone calls and inaccurate reviews.) I look forward to hearing from you soon.Tell us why here...