A & A Pools and Supplies, Inc.

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Complaint: ***
I am rejecting this response because: A&A was supposed to replace the pellet stove two years ago and has never done it. Before we purchased the pellet stove, ***, from A&A came to our house. We told him that we wanted a stove that would be able to put off enough heat to heat the first floor of our home without using the existing gas heat. He assured us that the stove he recommend would "run us out of the house." That pellet stove runs on the highest setting and still we have to supplement with our gas heat. We asked shortly after the stove was installed for a new stove and there was no mention of the surrounds for the new stove to be modified for our fireplace. We spoke to *** several times due to the exhaust being improperly installed and he did finally come to "fix" the exhaust. However, it has blackened the back of our house and I don't know if it can be fixed. Still, I called several times that winter about the bigger stove and was finally told in February that they did not have any stoves to replace mine with and for us to call them again in August. I called them several times and stopped in the store to get this resolved. I was only ever allowed to leave messages for the owners, who never returned my calls. I was finally able to get in touch with *** and he told me that they would have to get a black pellet stove, which is what I wanted, from a facility in ***, MD. That never happened. I also told me that the rock around my fireplace would have to be redone. I said I would take care of it. *** never got back with me. He told me that I would only have to pay the difference between what I paid for the first and what the second would cost. I still tried on several occasions to reach him, with no luck. So I stopped in the store and spoke with another gentleman working. He started emailing me and then *** started emailing me and that is when his story changed to make it my fault for waiting two years, when in actuality I had been trying to resolve it the whole time.
In the mean time, because my stove has to run on the highest setting at all times, I wanted it cleaned. I asked A&A who never responded. I finally called another pellet stove store in my area and had them service my stove. The service technician who came out informed me that the exhaust was still not up to code and that the some of the things priced by A&A were not necessary for a stove replacement. So because it has taken A&A so long and they have done shotty work and are now trying to gouge prices, I just want my money backPlease see attached emails and pictures
Regards,
*** (***) ***

March 21, 2014
To Whom It May Concern:First of all a pellet stove is not to replace your main heat source. It is a UL listed appliance that subsidizes as a secondary heat source to your home. The [redacted] pellet stove that was installed in our customer s home was one that could be...

made to fit inside of the customers existing rock faced fireplace. This stove will heat up to 1,800 sq. ft. to 2,000 sqr ft, which more then covers the first floor of the customers home. Our customer did approach A & A Pools about purchasing a larger fireplace insert after the first season of burning their current stove. The customer was informed that her rock face of the fireplace would have to modified to accommodate the new stove size. We advised in email dated 1/27/14 the new fireplace inserts have a cast iron surround. which cannot be modified. We modified her original metal surround on her existing pellet stove to fit ail the opening of their rock faced fireplace, which at the time the customer was happy with. Since all houses are built differently by all contractors and pellet stoves arc not connected to the existing heating system in the house you cannot control how the heat flows through tlic house. The customer has had their stove for 2 years and burned the stove for 2 years. A & A Pools did give the customer a price for a trade-in on their existing pellet stove after burning it far 2 years and informed the customer that they would need to have masonry modifications done to their rock faced fireplace before a new stove could be installed. Since that conversation we have not heard anything back from the customer. We have copies of the email conversations if you would like those as well. If you have any questions regarding this issue please feel free to contact me.Sincerely

Review: Two years ago I purchased a pellet stove from A&A Pools. The owner came to my house and I explained that I wanted a stove that could heat the square footage of my house including [redacted] floor. [redacted] suggested a pellet stove and we took his advice. After a couple months using it I contacted him to let him know that there are problems with the stove. It was not heating the house, it was not vented outside properly, and it was loose. Since then I have called, stopped in the store, and emailed them several times to resolve this matter. They give one excuse after another, do not respond to phone calls and emails, and will not work out an agreement with me or my wife.Desired Settlement: They sold me a stove that can not do what I need and since they can't and won't return any type of correspondence then I would like a full refund at purchase price

Business

Response:

March 21, 2014To Whom It May Concern:First of all a pellet stove is not to replace your main heat source. It is a UL listed appliance that subsidizes as a secondary heat source to your home. The [redacted] pellet stove that was installed in our customer s home was one that could be made to fit inside of the customers existing rock faced fireplace. This stove will heat up to 1,800 sq. ft. to 2,000 sqr ft, which more then covers the first floor of the customers home. Our customer did approach A & A Pools about purchasing a larger fireplace insert after the first season of burning their current stove. The customer was informed that her rock face of the fireplace would have to modified to accommodate the new stove size. We advised in email dated 1/27/14 the new fireplace inserts have a cast iron surround. which cannot be modified. We modified her original metal surround on her existing pellet stove to fit ail the opening of their rock faced fireplace, which at the time the customer was happy with. Since all houses are built differently by all contractors and pellet stoves arc not connected to the existing heating system in the house you cannot control how the heat flows through tlic house. The customer has had their stove for 2 years and burned the stove for 2 years. A & A Pools did give the customer a price for a trade-in on their existing pellet stove after burning it far 2 years and informed the customer that they would need to have masonry modifications done to their rock faced fireplace before a new stove could be installed. Since that conversation we have not heard anything back from the customer. We have copies of the email conversations if you would like those as well. If you have any questions regarding this issue please feel free to contact me.Sincerely

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: A&A was supposed to replace the pellet stove two years ago and has never done it. Before we purchased the pellet stove, [redacted], from A&A came to our house. We told him that we wanted a stove that would be able to put off enough heat to heat the first floor of our home without using the existing gas heat. He assured us that the stove he recommend would "run us out of the house." That pellet stove runs on the highest setting and still we have to supplement with our gas heat. We asked shortly after the stove was installed for a new stove and there was no mention of the surrounds for the new stove to be modified for our fireplace. We spoke to [redacted] several times due to the exhaust being improperly installed and he did finally come to "fix" the exhaust. However, it has blackened the back of our house and I don't know if it can be fixed. Still, I called several times that winter about the bigger stove and was finally told in February that they did not have any stoves to replace mine with and for us to call them again in August. I called them several times and stopped in the store to get this resolved. I was only ever allowed to leave messages for the owners, who never returned my calls. I was finally able to get in touch with [redacted] and he told me that they would have to get a black pellet stove, which is what I wanted, from a facility in [redacted], MD. That never happened. I also told me that the rock around my fireplace would have to be redone. I said I would take care of it. [redacted] never got back with me. He told me that I would only have to pay the difference between what I paid for the first and what the second would cost. I still tried on several occasions to reach him, with no luck. So I stopped in the store and spoke with another gentleman working. He started emailing me and then [redacted] started emailing me and that is when his story changed to make it my fault for waiting two years, when in actuality I had been trying to resolve it the whole time. In the mean time, because my stove has to run on the highest setting at all times, I wanted it cleaned. I asked A&A who never responded. I finally called another pellet stove store in my area and had them service my stove. The service technician who came out informed me that the exhaust was still not up to code and that the some of the things priced by A&A were not necessary for a stove replacement. So because it has taken A&A so long and they have done shotty work and are now trying to gouge prices, I just want my money back.Please see attached emails and pictures.

Regards,

[redacted] ([redacted]) [redacted]