CT Family Home & Hearth

Review: I gave Home and Hearth a $3000 deposit 1/05/2015for a gas fireplace. After a delay because of insulation work was unable to be completed. Once the insulation was complete I have been unable to get an acceptable answer for completion. I asked foe a refund of my deposit and was refused. After some discussion I was told I would receive a check. I called a number of times during all of this to unanswered and unreturned.The money held for that period of time would incur interest of $332.Desired Settlement: immediate refund od the deposit.

Review: We bought a wood fireplace insert from CT Family Home and Hearth in the fall 2013 but it burn through the wood too quickly and it did not heat up the living space as advertised. We contacted CT Family Home and Hearth for over 1.5 yrs to fix the issue but the unit is still not working as promised. We have been trying to get Robert (one of the owners) to refund us the money for over 6 months and he never once returned our calls. It seems like they are having financial issues and are closing one of the stores so don't buy anything from them.Desired Settlement: We want CT family home & hearth to come and remove the unit and refund our money since the manufacturer agreed to refund us through them.

Review: I purchased a fireplace insert from CT Family in September 2014. While the salesman was very eager to get my business, it was clear on the day of installation that the company was unfamiliar with [redacted] building codes. The woodstove was installed incorrectly and in violation of state and local codes. I contacted the company numerous times. At first, I was told they would "be out this week to fix it". That was in October. After that they just ignored all calls and emails to the company. The installation issues were not only unsightly (a large gap was left between the woodstove and the fireplace opening), but dangerous (connections between the liner and stove are 1/2" off leaving a gap for air to get into the liner and smoke and ash to come into the house). They also did not know that the surface in front of the stove needs to be 18" of non-combustible material. They told me all I needed was a rug. Having to install 18" of non-combustible material will be very expensive and would not have been necessary had they installed the stove I originally selected.Desired Settlement: I want the insert removed and a full refund. I will then hire a reputable company to install a fireplace insert correctly which is suitable for my home.

Review: ct home and hearth installed a wood burning stove insert in Oct 2013The damper got stuckI called them they sent a repair guy, he took the unit out said it was all rusted and that the damper was bent because of the rustHe hammered the damper to work over the xmas, but told me to call them as it would get stuck againit did, and the blower stopped working .I called ct home and hearth and they will not return my calls[redacted] is the manager.I was told this is how he acts unless I pester them .I paid $for the unit and it doesn't work, it is also a fire hazard as they did not have the town fire chief inspect it.Desired Settlement: Refund and I will purchase from a more reputable company in future.They are creating fire hazards all over CT installing faulty units that are not checked as when the damper is stuck on high it can cause a chimney fire
Business
Response:
2/26/
RE: Complaint [redacted]
To Whom It May Concern;
As a family owned and operated business we would we speak with genuine sincerity that the safety of our customers and their families is always our number one priority and concernAll matters that can or may be potentially hazardous to our customers are always addressed with the utmost concern and urgency
Sequence of event as we have them noted:
· Ms[redacted] purchased her stove from us on Sept 12,
· Ms[redacted] called and had concerns about moving her air rod in her stove, a technician was scheduled to service the unitAt the time of the service call it was noted that the air adjustment rod was bentThe technician repaired the air adjustment rodAt the time of this service call our technician did note that there was a little surface rust on the interior part of the unitThe technician cleaned off the rustWhen service call was complete the stove was running properly and the customer was encouraged to call if she had any additional questions or concerns
· On January 17, 2014, Ms[redacted] called and expressed some concerns with her air adjustment rod “sticking”She stated she could not slide the air adjustment rod in and out properly
· On January 18, 2014, our technician was sent out and the issue was resolved along with additional servicesOur technician built a custom extension to cover a gap in fireplace opening which she was not charged forWhen the technician left the customers house the stove was working properly
· Both service calls that were of no charge to the customer
· Customer states in this complaint that she did not hear back from us about her blower not working properlyWe were not notified and unaware that the blower of her stove not working properlyThe blower of the stove is still under manufacturer warranty; we welcome her to call us to get that matter dealt with
With new stoves there are sometimes learning curves for customers as they get acquainted with their new product and we welcome all of our customers concerns as they learn their new unitSometimes these technical hiccups can be frustrating to a customer however, the concerns Ms[redacted] has expressed are not in any way hazardous or cause a safety concern for the customer and her familyWith that said we did respond to her service calls in a timely professional manner
It was stated by the customer in this complaint that we are creating fire hazards by not checking our units and pulling permitsWe are an NFI certified facility, licensed and insuredWe are not the responsible party for pulling a permitIt is the customer’s responsibility to apply for a permitThe customer can apply for a permit with her town building inspector at any point in timeWe do have packets available to provide in both of our locations as well as via emailThe packets contain our contractor’s license and a copy of our insurance for the customer to take with them to obtain a permit and/or send it into their homeowner insurance companyWe encourage our customer’s to contact their town building department as well as home insurance company upon purchase of their unitIf the customer needs help locating that information we can help her do that as wellWe would happy to assist Ms[redacted] further with any of the matters she has concerns with at this time
Please contact us with any question or concerns at ###-###-####
Thank You,
CT Family Home & Hearth, LLC
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
Sincerely,

Review: We purchased a Regency wood stove fireplace insert in December 2014 from CT Family Home and Hearth in [redacted], CT. Since the day we purchased the unit it did not work properly and we had to have the service men come out to repair the install within the week of installation. The store branch in [redacted], CT was fielding my phone calls since the [redacted] store provided the service until they closed down in the Spring. I was told by many different employees that the issue would be handled and they would be in touch with a solution or even a replacement. The last man I spoke with at the [redacted] store before they closed down said that he was arranging for a rep from Regency in [redacted] to come to my home. I have called the Regency headquarters in [redacted] who felt that the insert might have been installed wrong. At this point, I would like my questions answered. I have left messages at the [redacted] store with my name, number, and problem but do not get a return phone call. I spent over $5,000 on a unit that does not work and may have been installed improperly which concerns me in regards to a fire hazard/ safety concern. I would like this problem resolved.Desired Settlement: I would like my money refunded for the product and installation of the product.