Westbury Stove & Fireplace, Ltd.

At this time, I have been contacted directly by Westbury Stove & Fireplace, Ltd. regarding complaint ID ***, however my complaint has NOT been resolved because:
On 12/**/Westbury Stove provided a refund check and took possession of the wood stove. Please close my complaint
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Information provided by *** ***, *** of Westbury Stove and Fireplace / ***., in response to my complaint is not factually accurate. I did not purchase my chimney pipe from *** ***, I was never informed by Westbury Stove until now that the chimney pipe I am utilizing was of lesser quality and I was never informed the reason my stove may not be functioning properly was a result of my chimney pipe. For clarification, my chimney pipe is UL Listed, was purchased brand new and conforms to the manufacturer's suggested installation. As an *** of a fireplace retail business and Counsel, I am confident *** *** is aware that as long as chimney pipe is UL Listed, the required quality standards are met and where someone procured their chimney pipe is irrelevant.Additionally, *** *** states in her response "The customer purchased pipe from *** *** and installed it himself. Our installers merely connected the stove to the customer's pipe". It appears Westbury Stove may be confused as to what services they actually provided, since connecting a pipe constitutes installation. For clarification, Westbury Stove did not connect my stove to a chimney pipe. In my email communications directly with *** ***, on November **, 2013, less than two months after the delivery of my stove and several unsuccessful attempts to have my stove repaired by Westbury Stove, *** *** informed via email "The stove does appear to be leaking which would cause the air to bypass the air wash which creates the dirty glass as well as causing it to burn in the manner you describe". How can Westbury Stove claim my stove functions properly, when the manufacturer identified a problem with the stove? The purchase of my stove included a warranty and how *** *** reimburses Westbury Stove for service repairs covered under warranty is their business. Unlike Westbury Stove, *** *** does not reimburse me for the time and expenses associated with resolving this matter. The stove was delivered defective and the defect was brought to Westbury Stoves attention immediately and prior to ever using the stove. Westbury Stove has not stood behind the product they sold. As stated on *** *** website, *** *** relies on its certified retailers to provide exceptional assistance and post installation service and support. Based upon the facts of this matter, it is clear I have not received the support and/or customer care which influenced my decision to purchase this stove. However, I too would like to resolve this matter and I am simply requesting Westbury Stove refund me the full purchase price of the stove and take back their defective product. Westbury Stove has been provided documentation supporting the aforementioned, pursuant to a credit card charge dispute previously filed with American Express. Upon request, documents can be provided again.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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                                        ...⇄ [redacted]       [redacted]
To Whom it May Concern,
 
This is in response to a customer complaint relating to ID#[redacted].  The customer purchased a [redacted] wood burning stove in October 2013.  The stove was delivered to customer’s home.  The customer purchased pipe from the [redacted] and installed the pipe himself.  Our installers merely connected the stove to the customer’s pipe.  This is not the usual or preferred installation we provide.  The pipe we provide is of a higher quality and gauge than pipe available through channels such as [redacted]. This was explained to the customer.
 
The customer soon after called us to report that the ‘ash pan door’ was allegedly not closing smoothly.  We sent one of our installers to inspect the ash pan door and assured the customer that the ash pan door was functioning properly. The customer remained unsatisfied.  We were unable to satisfy the customer after several no-charge visits to his home as well as visits from the [redacted] distributor that provides us with the products we carry and sell.
 
Our [redacted] distributor informed us that he could find nothing wrong with the stove.  The customer burned around 2 cords of wood over the 2013/2014 winter in the stove. The customer is now insisting on a full refund of his money, and the ability to select a new stove from our store with no extra cost should the new stove be of a higher price.
 
Even though neither us nor the distributor of the product find any defect with the stove, we have offered this customer a new, replacement stove. The customer is not satisfied with this solution.  We have been, and will continue to be, of assistance with this customer with contacting [redacted] and our distributor to reach a solution. 
 
                                        ...⇄ Sincerely,
                                        ...⇄
 
                                                                                    [redacted]
                                        ...⇄ [redacted]

[redacted] and the entire staff were so helpful for the gas fireplace we recently bough and which was installed today. Their installation team did a very nice job! I definitely recommend them for anyone looking for a fireplace.

Review: RE: [redacted] Wood Stove - Encore 2 in 1

10/*/13 - Scheduled Delivery Date of Stove

10/*/13 - Stove actually delivered (delivery was delayed by Westbury Stove). I paid Westbury Stove extra to deliver my stove and place it inside my house on the hearth pad.

Week of 10/*/13 – Visited Westbury Stove showroom store, informed them the ash pan door did not function properly on my stove upon delivery. I inspected other [redacted] in the Westbury Stove showroom, the ash pan doors on the [redacted] on display in the showroom closed smoothly, unlike my stove. I asked Westbury Stove to exchange my stove since it was new, never used/installed and it did not function properly upon delivery. Westbury Stove ensured me the stove was okay, that it was okay to start using the stove and Westbury Stove scheduled service to come repair my brand new stove **/*/13.

Between 10/*/13 and **/*/13 - I conducted the manufactures break in process and began to use the stove. I noticed the stove was burning to hot even on its lowest setting and the glass on the doors were always black with creosote after a minimum amount of use. I believed these issues to be at least partially caused by the ash pan door not functioning correctly and the stove not sealing properly. I informed Westbury Stove of the issues with my stove.

**/*/13 – Westbury Stove service arrived late, an hour and a half later than the four hour window they informed they would arrive within. Westbury Stove never called to inform they would be late. I had to call Westbury Stove to confirm they were still coming for service. I lost a day’s pay since I had to take the entire day, instead of a half of day to accommodate Westbury Stove’s tardiness. Westbury Stove service was in my house for about 5 minutes, made some adjustments to my ash pan door to include using sheer force and pulling up on the ash pan door in an attempt to realign it, but the service technicians ultimately stated there were no adjustments they could make to fix my stove. I was never provided a service receipt and when I asked the technicians what could be done to resolve these issues, they said they would have Westbury Stove contact me directly.

**/**/13 – My last communication with Westbury stove. After unsuccessful attempts to resolve the issues with my stove directly with Westbury Stove and never receiving follow ups to my requests for assistance from Westbury Stove, I was forced to contact [redacted] directly.

**/**/13 through 12/*/13 – I contacted [redacted] directly in an attempt to resolve the issues with my stove and informed [redacted] of the issues I encountered dealing with their retailer Westbury Stove. Attached are my email communications with [redacted], to include [redacted] acknowledging there is a problem with my stove. (Attachment 1)

12/**/13 (2pm/[redacted])- After numerous attempts to have the issues with my brand new stove addressed with both Westbury Stove (retailer) and [redacted] (manufacturer) I contacted [redacted] to dispute the charge. I requested to have the stove retuned and my money refunded. I am in possession of a stove which was purchased to keep my family warm in the winter, but I cannot use it because it does not work properly/safely. Most importantly I have been treated in an unprofessional manner, been ignored by Westbury Stove and [redacted]. I do not use this stove because as noted by [redacted] the stove leaks. A leaky stove can cause the stove to burn to hot and creates a potential FIRE HAZARD.

12/**/13 (3pm/[redacted]) – Contacted [redacted] and regarding documentation of the steps I have taken to resolve these issues with my stove. I was informed I could upload the documents on line through my [redacted] account to support my claim.

Subsquently Spoke with [redacted], Westbury Stove and informed him of the unsatisfactory service provided by his store (both the sales associate and repair men). I informed him I already made several attempts to allow Westbury Stove and [redacted] fix my stove. My stove was never repaired; I lost hours of my time chasing after Westbury Stove and [redacted] requesting they fix the defective stove they delivered and I lost a day’s pay waiting for Westbury Stove repair men who showed up late and rushed out of my house never repairing my stove. [redacted] stated his records indicate the stove was repaired and fixed. I informed [redacted] that was not accurate and what I did to correct the situation. Only after disputing the charge with [redacted] did I receive a call from Westbury Stove.

1/**/14 – Received message from [redacted], Westbury Stove, regarding scheduling a repair for the stove (1:30pm), Westbury stove called 3:48pm and 4:01pm no message.

1/**/14 - Contacted [redacted] for status update, spoke with [redacted](spelling ?). Was informed my dispute was being reviewed and that I should have an answer in the near future. I informed I already made attempts to allow the retailer and manufacturer to fix the stove and endured the inconvenience associated with asking them to fix a product they deliver defective. I explained I want the product returned and my money refunded. I requested the person investigating my claim give me a call.

1/**/14 – Contacted [redacted] (disconnected)/[redacted] then I asked to speak with [redacted] – I was informed not allowing Westbury Stove to repair my stove will have an effect on the outcome of my dispute. [redacted] informed there is now way to definitively speak with dispute department; [redacted] misspoke when I was previously informed I would receive a call from dispute department within 48hrs.

1/** & 1/**/14 – Received a call and Vvoice mail from Westbury Stove wanting to schedule the repair of my stove.

2/*/14 – Scheduled service with [redacted] from Westbury Stove for 2/**/14 between 1-3pm. [redacted] asked if everything was better since he was going to have my stove repaired, I said no, I am not comfortable with them trying to fix the stove, but what choice do I have. I requested their most knowledgeable service technician come to service the stove and [redacted] he intended intends to personally come.

2/*/14 - [redacted] called from Westbury Stove, they are unable to come the time they scheduled me for, rescheduled to come 3-6pm on 2/**/14.

2/**/14 – Westbury stove came to service my stove, changed hinges on ash pan door and made latch for ash pan door super tight. Door still did not close properly after repair was made. I agreed to try the stove to see if repair made any difference in the function of the stove. Impossible to open ash pan door when stove is in use since the latch was made so tight to compensate for the seal and function of the ash pan door.

2/15/14 – Received letter from [redacted] that my dispute was closed, stating that the Westbury Stove attempted to contact me to repair my stove, but was unable to reach me. I contacted [redacted], reopened the disputed and inform [redacted] their correspondence was inaccurate. I stated Westbury Stove came to my residence to repair the stove, after conducting the repair, the ash pan door still does not function properly and the stove still burns and an unsafe high temperature in it lowest setting.

3/*/14 – Received call from Westbury Stove, stated a VC rep [redacted] will be in the area March **, 2014 and [redacted] would like to come look at stove. I informed Westbury Stove that my stove still didn’t function properly after their second attempt to repair the stove. I was informed I should expect a call from [redacted] to schedule a visit March **, 2014.

3/**/14 – Received call from [redacted], Distributor of [redacted] for Westbury Stove, scheduled appointment for him to look at stove March **, 2014, at 9am. I informed [redacted] I have been trying to resolve the issue with my stove since October 2013, that I first attempted to deal with Westbury Stove and was forced to contact [redacted] directly for assistance. I informed Novarro, [redacted] stated in email communication that I have a leaky stove and that they would send a qualified repair man to come fix my stove, which never happened. As requested, I forwarded my email communications with [redacted] to [redacted].

3/**/14 – [redacted] and [redacted], from Westbury Stove repair came to look at stove. I explained the stove continues to burn at a high temperature in its lowest setting and now the main damper gets caught up and the ash pan door does not open when the stove is in use. [redacted] adjusted the damper. [redacted] offered to replace the stove with a new one, I informed [redacted] of all the issues I have encountered with both the function of the stove and customer service. I requested the stove be returned and my money refunded. I stated replacing the stove with a new one still concerns me because of the lack of customer service I have received. They informed the will speak to [redacted] the [redacted] of Westbury Stove and will get back to me.

3/**/14 - I received correspondence from [redacted] in the mail stating Westbury Stove came to my residence to repair the stove, the stove was fixed and the dispute was closed. I contacted [redacted] via telephone and informed them the stove was still not functioning properly and requested the dispute be re-opened. I was informed [redacted] could not re-open my dispute, stating the Westbury Stove informed [redacted] they are unwilling to cooperate with [redacted].

In May 2014, I retained an attorney to represent me regarding this matter. In July 2014, correspondence was sent certified mail / return receipt to [redacted] requesting [redacted] to resolve this matter. No response was ever received by my attorney pursuant to the letter and phone calls made to [redacted] requesting resolution.

I can provide copies emails, receipts etc. which support the facts above.Desired Settlement: I purchased more expensive 8” chimney pipe specifically for this stove as per the operation manual, lost hours of my time trying to resolve this matter with Westbury Stove / [redacted], lost 3 days of pay as a result of taking off to allow Westbury Stove to attempt to repair my stove which was delivered defective by Westbury Stove. I lost out on the use of the stove to keep my home warm for an entire winter. Additionally, I have had to pay Counsel’s fees associated with trying to resolve this matter.

My money should be refunded and I should be provided with a new and functioning wood stove of my choice at no cost to compensate for the related expenses I paid for trying to resolve this matter. Westbury Stove delivered a defective product and never stood behind the product they sold or the warranty as part of my purchase.

Business

Response:

[redacted]

To Whom it May Concern,

This is in response to a customer complaint relating to ID#[redacted]. The customer purchased a [redacted] wood burning stove in October 2013. The stove was delivered to customer’s home. The customer purchased pipe from the [redacted] and installed the pipe himself. Our installers merely connected the stove to the customer’s pipe. This is not the usual or preferred installation we provide. The pipe we provide is of a higher quality and gauge than pipe available through channels such as [redacted]. This was explained to the customer.

The customer soon after called us to report that the ‘ash pan door’ was allegedly not closing smoothly. We sent one of our installers to inspect the ash pan door and assured the customer that the ash pan door was functioning properly. The customer remained unsatisfied. We were unable to satisfy the customer after several no-charge visits to his home as well as visits from the [redacted] distributor that provides us with the products we carry and sell.

Our [redacted] distributor informed us that he could find nothing wrong with the stove. The customer burned around 2 cords of wood over the 2013/2014 winter in the stove. The customer is now insisting on a full refund of his money, and the ability to select a new stove from our store with no extra cost should the new stove be of a higher price.

Even though neither us nor the distributor of the product find any defect with the stove, we have offered this customer a new, replacement stove. The customer is not satisfied with this solution. We have been, and will continue to be, of assistance with this customer with contacting [redacted] and our distributor to reach a solution.

Sincerely,

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Information provided by [redacted] of Westbury Stove and Fireplace / [redacted]., in response to my complaint is not factually accurate. I did not purchase my chimney pipe from [redacted], I was never informed by Westbury Stove until now that the chimney pipe I am utilizing was of lesser quality and I was never informed the reason my stove may not be functioning properly was a result of my chimney pipe. For clarification, my chimney pipe is UL Listed, was purchased brand new and conforms to the manufacturer's suggested installation. As an [redacted] of a fireplace retail business and Counsel, I am confident [redacted] is aware that as long as chimney pipe is UL Listed, the required quality standards are met and where someone procured their chimney pipe is irrelevant.Additionally, [redacted] states in her response "The customer purchased pipe from [redacted] and installed it himself. Our installers merely connected the stove to the customer's pipe". It appears Westbury Stove may be confused as to what services they actually provided, since connecting a pipe constitutes installation. For clarification, Westbury Stove did not connect my stove to a chimney pipe. In my email communications directly with [redacted], on November **, 2013, less than two months after the delivery of my stove and several unsuccessful attempts to have my stove repaired by Westbury Stove, [redacted] informed via email "The stove does appear to be leaking which would cause the air to bypass the air wash which creates the dirty glass as well as causing it to burn in the manner you describe". How can Westbury Stove claim my stove functions properly, when the manufacturer identified a problem with the stove? The purchase of my stove included a warranty and how [redacted] reimburses Westbury Stove for service repairs covered under warranty is their business. Unlike Westbury Stove, [redacted] does not reimburse me for the time and expenses associated with resolving this matter. The stove was delivered defective and the defect was brought to Westbury Stoves attention immediately and prior to ever using the stove. Westbury Stove has not stood behind the product they sold. As stated on [redacted] website, [redacted] relies on its certified retailers to provide exceptional assistance and post installation service and support. Based upon the facts of this matter, it is clear I have not received the support and/or customer care which influenced my decision to purchase this stove. However, I too would like to resolve this matter and I am simply requesting Westbury Stove refund me the full purchase price of the stove and take back their defective product. Westbury Stove has been provided documentation supporting the aforementioned, pursuant to a credit card charge dispute previously filed with American Express. Upon request, documents can be provided again.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Westbury Stove & Fireplace, Ltd. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

On 12/**/2014 Westbury Stove provided a refund check and took possession of the wood stove. Please close my complaint.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,