Ashleigh's Hearth & Home, Inc.

Review: Purchased pellet stove 3 years. Unit has required frequent service and replacement of parts. The company charges exorbitant service rates. Not until after we purchased the stove, did we discover that only the store where the product was purchased could service it. Presently the fan which was replaced last season at great cost, is now dead, the stove can not be used, and the store has not returned our calls after 3 days without heat. We just paid them over $350.00 for the annual service 2 weeks ago.Desired Settlement: Replace the part at no further cost.

Business

Response:

This is in reference to [redacted]’s complaint about our services. The unit was installed 11-**-10. The convection fan was replaced at no charge on 3-*-11. Cleanings were performed 9-**-11 and 9-**-12. On 3-**-13 the convection fan was replaced again and the customer was charged $333.02 for the fan and labor due to the 2 year warrantee being expired. The unit was cleaned again on 10-*-13. The customer again called and said the unit was doing the same thing. I looked at the customers history and called the manufacturer to discuss. The manufacturer said the would cover the fan this time and I covered the labor at no charge. The manufacturer said that this can be due to the fan running on low or a power surge. I explained this to [redacted] at the home.

All customers can have any qualified service technician do their work from any company. Parts can be bought on the internet or any other fireplace store that deals with [redacted] or [redacted] who is the distributor. Our service rates are $125.00 service calls which include the first 15 minutes then $85.00 per hour thereafter which are in line with my competitors.

President

Hudson Valley Chimney Service Inc.

Ashleigh’s Hearth & Home Inc.