Fireworks Hearth and Home

I recently bought and had installed an [redacted], Tree of Life gas heating stove by Fireworks Hearth & Home. It is a wonderful stove that can be purchased by several dealers in CT. The prices may be a bit different, and this certainly is a consideration when buying stove. However, the quality of the installation and customer service is just as important. Fireworks did an excellent job. They paid attention to every detail to get it right. From carefully measuring and cutting a clean hole in my new ceiling to install the piping, to using drop cloths to protect my living room wood floor, everything went well. All questions and concerns were fully explained or answered. They guided me through the Builing Permit process, the need to contract to have a gas line installed, and to choose/ scheudle for LP gas delivery ... all without a hitch. This company is top notch and I fully recommend them.

We are enjoying our 3rd season heating with the [redacted] flush insert. We went with Fireworks Hearth and Home because of their good reputation as apposed to the poor reviews of closer companies. We know we made the right decision going with this company as both fans had manufacture defects and were replaced upon request. We have since truly enjoyed this insert. Thank you Fireworks for the warmth in our home, great service and taking care of the defect. We went with you because of your reputation and it paid off.

Review: purchased a control number [redacted] for a [redacted] pellet insert 1200i , the 200 dollar unit failed after approx. 2 weeks of part time use . called fireworks , lady was pleasant but did not offer any help - I stated we have tested all motors , wiring and controls which are according to specs , also I did not subject the control contacts to any static electric and did not touch or rub in any way the numerous contacts . most sellers of this exact part offer at least a 30 day warranty - even on [redacted] , so I cannot understand the lack of any warrant or help from this merchant , even if the lady had offered a discount on another unit it might had me feel better about spending more mone to replace the control that was already new at 2 weeks of part time use ! thank you !Desired Settlement: return of defective control and full refund .

Business

Response:

Hello. Unfortunately this customer has had this electronic piece for almost three months, which is past the 30 day return period. This was also a special order part. I explained that because this is an electronic special order part that even if it had been within the 30 day time period, that as stated on our Sales Slips and as posted in our store there is a 20% restocking sur-charge on any returned merchandise, no refund on special orders, no cash refunds, authorized store credit only. We also explained that had this been a part to a stove manufactured by one of the companies we represent we would be in a better position to help him. I explained that instead of me reordering the part for him he would be better served if he could contact the manufacturer directly.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: of the statement of the stove company store . the part in question was sent to us , I never set foot in the store to read any store policy on returns or any restocking policy nor any information concerning such is stated on the invoice which sets in front on me at this moment ( invoice number [redacted] ) further the label on the part says warrant void if seal is broken which would require taking control in question ( unit stopped working after a very short ( see 1st complaint ) time and yes it was not installed we received because we were away and not home . The statement to contact the stove manufacture is wrong as the part does not in any way seem to be a [redacted] factory product and was sold by the stove store in question , as for special order by them I was told they had one or two in stock at the store , nothing was spoken as to special order. I really feel this is a 200 dollar defective part which the store will not stand behind , I feel they did not explain the warranty when ordering or any information on or in the invoice we received and should be not selling products they cannot or will not back up . thank you !

Sincerely,

Business

Response:

Good morning,I respectfully disagree with the customer and frankly am quite upset with their request. When this customer called initially in August, they told us they couldn't find this part anywhere. We explained that we are not a [redacted] dealer and that it would be better for them to contact a respective dealer. Customer said they tried everywhere and would appreciate any help we could give them. We spent quite a lot of time trying to locate this part for the customer. We located it and was a special order. Now, after using the part for more than two months they are asking us for a full refund. We do stand behind our products and take great pride in our business. We respectfully decline their request. Lori M[redacted], ownerFireworks Hearth and Home LLC

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] thank you for answering the complaint , first the date on your invoice reads 8/26/15 , the part arrived while we were away from home and the time ( 1st week of oct ) I installed the control o/side air temps were in the mid 80's and 90's which would never require running a pellet stove for heat in fact the a/c was in use , when starting the pellet stove the control unit lasted less than 2 weeks in actual part time use which leads me to be unhappy with the control . as for finding a control there are plenty listed from [redacted] and various stove parts vendors . we purchased from you mainly on the fact we are from Ct. still there is nothing on the invoice concerning warranty or restocking charge and I was told you had 1 or 2 controls in stock nothing was mentioned about finding one , special order and so on by you the dealer , also I was not told to find a [redacted] dealer first . I am seeking adjustment from you for a defective part. hate to but legal action may be required ! thank you , [redacted]