Complaint Information: We understand that you did purchase the stove from us and we are more than willing to help you and service the stoveHere is the number and my phone ext###-###-####, if you wish to set up an appointmentOnce again if you have someone else work on it , you will incur the cost, Deans will not reimburse you for any cost
Complaint Information:
We did go out on 10/21/and performed a service on ** *** pellet stove, and the stove was operating when we left and therefore she was charged for serviceShe had another issue, months later and we went out corrected it and did not charge herWe
are sorry that she had a delay time in getting service and, are working on more staff and trainingUnfortunately we will not reimburse her for the service we did perform and get her stove runningThis is the final decision on this requestWe hope that *** *** will give us the opportunity in the future to assist her, if not we wish her the bestShe can contact me at anytime directly for assistance *** x *** Sincerely, *** ***
Complaint Information: Upon receipt of *** *** Revdex.com complaint, we had the sales person research it with accounting and did indeed find the discrepancy** *** will be refunded his $which was incorrectly posted on his invoiceWe do apologize for the delay in handling the matterOur
accounting department will be issuing him a refund check
Complaint Information: *** *** did purchase a log set , which was specially ordered for himIt did take some additional time to get in due to the unusual bad weather across the country , several of our shipments were delayed*** has left two messages advising them that the log set
is in, one via voice message, the other via their sonWhen he purchased it and signed for it, the receipt clearly state, no refund, store credit only, especially on special ordersCurrently, we have the log set in the shop available for pick up or installationIf they choose not to take delivery, they will be issued a store creditThey can contact *** *** at any time for assistance, *** x ***
Complaint: ***
I am rejecting this response because:I had already contacted the manufacturer when Dean's refused to fulfill the warrantyThey say it is the dealers responsibilityDean's is the dealerI had a certified technician look at the stove and it's obvious there is a problem with original motorIn none of the paperwork does it say I have to use Deans technicians to service the stoveIt's barely a year old.
Sincerely,
*** ***
Complaint: ***I am rejecting this response because: See belowSincerely,
*** ***
Firstly, the response is not signed, so I have no idea to whom I am respondingSecondly, interesting that you are trying to blame the victim I had just cleaned out the stove about minutes before the fire started, the pellets were dry and I had just opened a new bag.
I maintained my stove to the specifications and Dean's came out annually and did what I assumed to be a thorough cleaning and yearly maintenance jobI find Dean's to continue to be unresponsive and uncaringI would like to say that *** was always wonderful and helpfulThis is NOT about her in any way
Complaint Information: This is in response to customer ID #*** for a M*** ***, ** *** *** *** ** We do not have a customer under that name or address, however we do have a customer *** ***, * *** ***., *** ** who purchased a *** *** pellet stove
in April 2014, I believe this is the same personMr*** is correct it has been an extremely busy heating season and we do apologize that he is having difficulty getting thru to service and getting scheduledWe will be more than happy to send someone out immediately to help himI think the confusion is because of the misspelled last name and two different addresses, during busy season we service customers who have purchased stoves here firstUnfortunately we will not pay for any services or charges he incurs to have his stove repairedThe stove has a manufacturers warranty, which we at Deans Stove honor, and we work with the manufacturer to help the customer
Complaint Information:*** ***
has a *** *** ** pellet stove, and she did call and tell me about her fireI did tell her that I could send out a service tech to check it out and get it running again but, she informed me that she wanted it out of the house and had already
contacted her insurance companyIf a pellet stove malfunctions, an abfire can happen inside the body of the stoveAt its most serious, this can spread to the hopper that holds the pelletsLack of maintenance is usually the root cause of these types of pellet firesA pellet stove is designed for a small, fierce fire in a particular area of stove-the burn potOther areas of the stove are designed to be kept relatively cool by the flow of convection air over the heat exchangerObviously the hopper and electronics will not tolerate high temperaturesA burn pot can be come overloaded, which results in a larger than pile of pellets accumulatingTwo things can cause the situationFirstly, blocked air flow to the burn pot can be the result of build up of ash underneath, so remove the burn pot regularly and check that the air flow is clearSometimes the combustion air holes in the burn pot can become blocked - they need to be checked and cleared out periodicallyThe second situation is when damp pellets are slow to ignite causing a similar build upIf this happens the pile of slowly burning pellets can suddenly ignite causing a small explosion within the stoveAs far as being less, than responsive, I beg to differ *** *** and myself spoke with her several timesOn several of these occasions , we advised her that we would not buy back the pelletsThe reasons were that we can not resell them to customers cause we can not guarantee where they were stored and under what conditionsThe owner did forward ** *** calls to me, and I advised her that we could not buy back the pellets and that it was my job to contact her on his behalfWe did go out at ** *** request and uninstall her pellet stove, remove it and patch her wall, she was quoted and charged $for the work performed, she paid upon completionWe do apologize that *** *** had a difficult time getting thru to us, and we have been working with *** ***, to correct our phone issue since they took over our systemI'm sorry that our policy prohibits us from buying back fuel because, we can not qualify its quality to sell to another customerThere will not be a refund on the uninstalling of the stove, it was work performed at her request
Complaint Information: Once again Mr***, Dean's Stove would be happy to help you and service your stove if neededI can be reached at ###-###-####We will not pay for any services or charges you incur if you choose to have someone else service itThe stove has a manufacturers warranty, which we at Dean's Stove will honor provided we work on the stoveWe are more than willing to work with all our customers
Complaint Information: This pellet stove was not installed by ***'s Stove, this was a customer pick up and installThe customer did pay for a staon the pellet stove, which is a tech going out and programming the RDS he did seal the pipes and set the RDS, this was done on 12/10/
Another tech did return on 1/20/customer stated that he was going thru too much pellets and getting clinkers while running it on settings & Per *** *** instructions, all parameters were tested, RDS was set properly burn pot was vacuumed, air tubes cleaned, feed and combustion air power levels checkedStove was running fineThis stove is in an uninsulated basement with duct approxfeet run to a living room, the other appoxfeet to a bonus roomWhile tech was setting RDS he advised customer that it wont heat well unless very, very, well insulated ducting, which it is notThe customer has burned well over ton thru the stove and ***, the manufacturer considers that a used stoveThe customer has been advised of his option to trade out the stove towards the purchase of another model, and he is correct the additional cost would be approx$The stove does work , a refund is not an option and the customer has been advised of the trade in value
Complaint Information: Mr***, did buy the *** *** Pellet Stove from us and it is manufactured by *** Industries, LtdWe do offer service on all stoves we sell*** Industries Ltd, and its employees or reps will not assume any damages either directly or indirectly
caused by improper usage or maintenance on the applianceSince we did not service the stove, we can not send in the warranty itemMr*** can contact the manufacturer to try to obtain the warranty reimbursementPlease keep in mind this is a manufacturers warranty, their contact information is *** *** *** *** *** *** *** *** *** ***We will not be reimbursing him for any parts he had to purchase
Complaint:***
I am rejecting this response because the company has yet to provide a satisfactory explanationThey are correct - I have picked up the productMy complaint is still valid and unanswered.Still falling on deaf earsUnfortunate but not surprising.
Sincerely,
*** ***
Complaint:***
I am rejecting this response because:
There was no indication this was a special orderThe receipt you reference - where does it indicate a special order?No one ever mentioned bad weather or frankly any reason for the delayAt one point you indicated the product was in but was broken. You had a customer that wasn't satisfied and simply wanted a refundWhat's more basic than that?I have the product - wish I could have given someone else my moneyPoor poor experience.....interesting - no one ever apologized?Your responses have been as unprofessional as your service.
Sincerely,
*** ***
Complaint Information: First and foremost , service was never refused to Mr***, we refused to submit the warranty because we did not service the stoveOnce again this is a manufacturers warranty of the product and, the guidelines are as follows we can only submit warranties on work we performedSince Mr*** had a certified technician work on his stove, he should have them submit the warranty claimDean' s Stove will not be reimbursing for any partsOnce again he can contact *** *** *** *** *** *** *** *** * *** ***
Complaint Information:
Dear ** ***, We are not blaming you for the fire you experienced, we only advised you of some of the facts surrounding previous fires that pellet stove owners have experienced across the countryWe are not saying you were negligent or accusing you of poor maintenanceI don't see how we are being unresponsive and uncaringWe offered to send a tech out when you called about your fire, you declined and wanted the stove out of your home and that you called the insurance companyAt your request we came out, uninstalled the stove and patched the hole in the wallWe realize you are upset because we wont buy the unused fuelOnce again, we apologize but, we do not buy back fuel as was explained in the previous responseWe appreciate all your past business and wish you wellThis will be our last response as this matter is closedDean's Stove & Spa
Complaint: ***
I am rejecting this response because:I decided to install the pellet stove myself, after being told by the sales person it was easy to doI set the stove in place, attached the exhaust pipe, then ran into problemsThe screws for the exhaust pipe ( supplied by ***'s) were too short, and pieces of the stove weren't fittingI then placed a phone call to ***'s, explaining the issues and made an appointment to have the " experts" finish the installationThis cost $The tech told me the pipe was self sealing and no screws were neededI was never told I did anything wrong with my part of the installationBoth technicians told us this new model stove had such an advanced operating system, that is was not easy to configure the RDS computer systemThey mentioned difficult times getting in touch with the manufacture (in Italy) and issues with the language barrier, trying to gain insight on the stoves operationPer ***'s website, burn times for this stove range from to hoursThe most I got was hours, no matter what setting the stove was onAnd very little heat output, and low fan speedsTech acknowledge that low fan speeds were a problem with this stove.Yes, this stove is in an uninsulated basement, however the ducting is R-insulated ductwork, I believe to be the highest R value availableI'm not sure why *** states my ductwork is uninsulatedYes, I've burned and 1/tons of pellets through the stove, but only in an effort to get the stove running properly, which it never hasAt $a ton, I gave up on the stove not wanting to waste anymore moneyI was never advised of an actual travalue, only that they need another $to trade for a different model.I initially had a choice between stove A ( older model) or stove B ( new and improved model) for an extra $I chose the new more expensive stoveNow, I'm told the less expensive stove operates better, but will cost another $It doesn't add up.I went to ***s establishment last year because they're viewed as the "experts" in the pellet/wood stove industryI am not, that's why I sought helpI explained my situation: square ft of house, uninsulated basement, wanting to duct upstairs, ectI was told the stove I bought was going to workThe "experts" told me this stove would work for my specifications If I was told I'd need bags of pellets a day($12-$15), my sq ft bonus room would never go over degrees (which is insulated) I would have never bought any stoveOil is cheaperThis stove does not work, never did work, and according to comments at ***s about other customers with the same stove, it never will workI've spent a lot of money on this stove that doesn't work, spending an extra $2200, how am I to know this one will work any better
Sincerely,
*** ***
Complaint ID#: *** Company Name: Dean's Stove & Spa Company Contact Name: *** *** Company Contact Phone: ###-###-#### Company Contact Email: *** Consumer's Name: *** *** Revdex.com Staff Member (if you know): *** ***
Complaint Information: Mr*** did contact us for additional pipe and we did not have it in stock due to being in the height of the heating season*** *** the company we order pipe from had a machine down which put all orders on back orderTo date Mr*** has his stove installed and running, he was just in the other day to buy a ton of pelletsWe hope that Mr*** is happy with his stove and want him to know we are here to assist him if needed
Complaint Information: We understand that you did purchase the stove from us and we are more than willing to help you and service the stoveHere is the number and my phone ext###-###-####, if you wish to set up an appointmentOnce again if you have someone else work on it , you will incur the cost, Deans will not reimburse you for any cost
Complaint Information:
We did go out on 10/21/and performed a service on ** *** pellet stove, and the stove was operating when we left and therefore she was charged for serviceShe had another issue, months later and we went out corrected it and did not charge herWe
are sorry that she had a delay time in getting service and, are working on more staff and trainingUnfortunately we will not reimburse her for the service we did perform and get her stove runningThis is the final decision on this requestWe hope that *** *** will give us the opportunity in the future to assist her, if not we wish her the bestShe can contact me at anytime directly for assistance *** x *** Sincerely, *** ***
Complaint Information: Upon receipt of *** *** Revdex.com complaint, we had the sales person research it with accounting and did indeed find the discrepancy** *** will be refunded his $which was incorrectly posted on his invoiceWe do apologize for the delay in handling the matterOur
accounting department will be issuing him a refund check
Complaint Information: *** *** did purchase a log set , which was specially ordered for himIt did take some additional time to get in due to the unusual bad weather across the country , several of our shipments were delayed*** has left two messages advising them that the log set
is in, one via voice message, the other via their sonWhen he purchased it and signed for it, the receipt clearly state, no refund, store credit only, especially on special ordersCurrently, we have the log set in the shop available for pick up or installationIf they choose not to take delivery, they will be issued a store creditThey can contact *** *** at any time for assistance, *** x ***
Complaint: ***
I am rejecting this response because:I had already contacted the manufacturer when Dean's refused to fulfill the warrantyThey say it is the dealers responsibilityDean's is the dealerI had a certified technician look at the stove and it's obvious there is a problem with original motorIn none of the paperwork does it say I have to use Deans technicians to service the stoveIt's barely a year old.
Sincerely,
*** ***
Complaint: ***I am rejecting this response because: See belowSincerely,
*** ***
Firstly, the response is not signed, so I have no idea to whom I am respondingSecondly, interesting that you are trying to blame the victim I had just cleaned out the stove about minutes before the fire started, the pellets were dry and I had just opened a new bag.
I maintained my stove to the specifications and Dean's came out annually and did what I assumed to be a thorough cleaning and yearly maintenance jobI find Dean's to continue to be unresponsive and uncaringI would like to say that *** was always wonderful and helpfulThis is NOT about her in any way
Complaint Information: This is in response to customer ID #*** for a M*** ***, ** *** *** *** ** We do not have a customer under that name or address, however we do have a customer *** ***, * *** ***., *** ** who purchased a *** *** pellet stove
in April 2014, I believe this is the same personMr*** is correct it has been an extremely busy heating season and we do apologize that he is having difficulty getting thru to service and getting scheduledWe will be more than happy to send someone out immediately to help himI think the confusion is because of the misspelled last name and two different addresses, during busy season we service customers who have purchased stoves here firstUnfortunately we will not pay for any services or charges he incurs to have his stove repairedThe stove has a manufacturers warranty, which we at Deans Stove honor, and we work with the manufacturer to help the customer
Complaint Information:*** ***
has a *** *** ** pellet stove, and she did call and tell me about her fireI did tell her that I could send out a service tech to check it out and get it running again but, she informed me that she wanted it out of the house and had already
contacted her insurance companyIf a pellet stove malfunctions, an abfire can happen inside the body of the stoveAt its most serious, this can spread to the hopper that holds the pelletsLack of maintenance is usually the root cause of these types of pellet firesA pellet stove is designed for a small, fierce fire in a particular area of stove-the burn potOther areas of the stove are designed to be kept relatively cool by the flow of convection air over the heat exchangerObviously the hopper and electronics will not tolerate high temperaturesA burn pot can be come overloaded, which results in a larger than pile of pellets accumulatingTwo things can cause the situationFirstly, blocked air flow to the burn pot can be the result of build up of ash underneath, so remove the burn pot regularly and check that the air flow is clearSometimes the combustion air holes in the burn pot can become blocked - they need to be checked and cleared out periodicallyThe second situation is when damp pellets are slow to ignite causing a similar build upIf this happens the pile of slowly burning pellets can suddenly ignite causing a small explosion within the stoveAs far as being less, than responsive, I beg to differ *** *** and myself spoke with her several timesOn several of these occasions , we advised her that we would not buy back the pelletsThe reasons were that we can not resell them to customers cause we can not guarantee where they were stored and under what conditionsThe owner did forward ** *** calls to me, and I advised her that we could not buy back the pellets and that it was my job to contact her on his behalfWe did go out at ** *** request and uninstall her pellet stove, remove it and patch her wall, she was quoted and charged $for the work performed, she paid upon completionWe do apologize that *** *** had a difficult time getting thru to us, and we have been working with *** ***, to correct our phone issue since they took over our systemI'm sorry that our policy prohibits us from buying back fuel because, we can not qualify its quality to sell to another customerThere will not be a refund on the uninstalling of the stove, it was work performed at her request
Complaint Information: Once again Mr***, Dean's Stove would be happy to help you and service your stove if neededI can be reached at ###-###-####We will not pay for any services or charges you incur if you choose to have someone else service itThe stove has a manufacturers warranty, which we at Dean's Stove will honor provided we work on the stoveWe are more than willing to work with all our customers
Complaint Information: This pellet stove was not installed by ***'s Stove, this was a customer pick up and installThe customer did pay for a staon the pellet stove, which is a tech going out and programming the RDS he did seal the pipes and set the RDS, this was done on 12/10/
Another tech did return on 1/20/customer stated that he was going thru too much pellets and getting clinkers while running it on settings & Per *** *** instructions, all parameters were tested, RDS was set properly burn pot was vacuumed, air tubes cleaned, feed and combustion air power levels checkedStove was running fineThis stove is in an uninsulated basement with duct approxfeet run to a living room, the other appoxfeet to a bonus roomWhile tech was setting RDS he advised customer that it wont heat well unless very, very, well insulated ducting, which it is notThe customer has burned well over ton thru the stove and ***, the manufacturer considers that a used stoveThe customer has been advised of his option to trade out the stove towards the purchase of another model, and he is correct the additional cost would be approx$The stove does work , a refund is not an option and the customer has been advised of the trade in value
Complaint Information: Mr***, did buy the *** *** Pellet Stove from us and it is manufactured by *** Industries, LtdWe do offer service on all stoves we sell*** Industries Ltd, and its employees or reps will not assume any damages either directly or indirectly
caused by improper usage or maintenance on the applianceSince we did not service the stove, we can not send in the warranty itemMr*** can contact the manufacturer to try to obtain the warranty reimbursementPlease keep in mind this is a manufacturers warranty, their contact information is *** *** *** *** *** *** *** *** *** ***We will not be reimbursing him for any parts he had to purchase
Complaint:***
I am rejecting this response because the company has yet to provide a satisfactory explanationThey are correct - I have picked up the productMy complaint is still valid and unanswered.Still falling on deaf earsUnfortunate but not surprising.
Sincerely,
*** ***
====================================== From: Bruno F
* [mailto***] Sent: Wednesday, October 04, 7:PM To: *** *** *** Cc: Dena C*** ; Tracey R***
Complaint:***
I am rejecting this response because:
There was no indication this was a special orderThe receipt you reference - where does it indicate a special order?No one ever mentioned bad weather or frankly any reason for the delayAt one point you indicated the product was in but was broken. You had a customer that wasn't satisfied and simply wanted a refundWhat's more basic than that?I have the product - wish I could have given someone else my moneyPoor poor experience.....interesting - no one ever apologized?Your responses have been as unprofessional as your service.
Sincerely,
*** ***
Complaint Information: First and foremost , service was never refused to Mr***, we refused to submit the warranty because we did not service the stoveOnce again this is a manufacturers warranty of the product and, the guidelines are as follows we can only submit warranties on work we performedSince Mr*** had a certified technician work on his stove, he should have them submit the warranty claimDean' s Stove will not be reimbursing for any partsOnce again he can contact *** *** *** *** *** *** *** *** * *** ***
Complaint Information:
Dear ** ***, We are not blaming you for the fire you experienced, we only advised you of some of the facts surrounding previous fires that pellet stove owners have experienced across the countryWe are not saying you were negligent or accusing you of poor maintenanceI don't see how we are being unresponsive and uncaringWe offered to send a tech out when you called about your fire, you declined and wanted the stove out of your home and that you called the insurance companyAt your request we came out, uninstalled the stove and patched the hole in the wallWe realize you are upset because we wont buy the unused fuelOnce again, we apologize but, we do not buy back fuel as was explained in the previous responseWe appreciate all your past business and wish you wellThis will be our last response as this matter is closedDean's Stove & Spa
Complaint: ***
I am rejecting this response because:I decided to install the pellet stove myself, after being told by the sales person it was easy to doI set the stove in place, attached the exhaust pipe, then ran into problemsThe screws for the exhaust pipe ( supplied by ***'s) were too short, and pieces of the stove weren't fittingI then placed a phone call to ***'s, explaining the issues and made an appointment to have the " experts" finish the installationThis cost $The tech told me the pipe was self sealing and no screws were neededI was never told I did anything wrong with my part of the installationBoth technicians told us this new model stove had such an advanced operating system, that is was not easy to configure the RDS computer systemThey mentioned difficult times getting in touch with the manufacture (in Italy) and issues with the language barrier, trying to gain insight on the stoves operationPer ***'s website, burn times for this stove range from to hoursThe most I got was hours, no matter what setting the stove was onAnd very little heat output, and low fan speedsTech acknowledge that low fan speeds were a problem with this stove.Yes, this stove is in an uninsulated basement, however the ducting is R-insulated ductwork, I believe to be the highest R value availableI'm not sure why *** states my ductwork is uninsulatedYes, I've burned and 1/tons of pellets through the stove, but only in an effort to get the stove running properly, which it never hasAt $a ton, I gave up on the stove not wanting to waste anymore moneyI was never advised of an actual travalue, only that they need another $to trade for a different model.I initially had a choice between stove A ( older model) or stove B ( new and improved model) for an extra $I chose the new more expensive stoveNow, I'm told the less expensive stove operates better, but will cost another $It doesn't add up.I went to ***s establishment last year because they're viewed as the "experts" in the pellet/wood stove industryI am not, that's why I sought helpI explained my situation: square ft of house, uninsulated basement, wanting to duct upstairs, ectI was told the stove I bought was going to workThe "experts" told me this stove would work for my specifications If I was told I'd need bags of pellets a day($12-$15), my sq ft bonus room would never go over degrees (which is insulated) I would have never bought any stoveOil is cheaperThis stove does not work, never did work, and according to comments at ***s about other customers with the same stove, it never will workI've spent a lot of money on this stove that doesn't work, spending an extra $2200, how am I to know this one will work any better
Sincerely,
*** ***
Complaint ID#: *** Company Name: Dean's Stove & Spa Company Contact Name: *** *** Company Contact Phone: ###-###-#### Company Contact Email: *** Consumer's Name: *** *** Revdex.com Staff Member (if you know): *** ***
Complaint Information: Mr*** did contact us for additional pipe and we did not have it in stock due to being in the height of the heating season*** *** the company we order pipe from had a machine down which put all orders on back orderTo date Mr*** has his stove installed and running, he was just in the other day to buy a ton of pelletsWe hope that Mr*** is happy with his stove and want him to know we are here to assist him if needed