Yesterday the company did deliver the hot tub but since I was never notified of a time frame to as when they'd be showing up yesterday I couldn't get my electrician to be on site to wire up the hot tub. I had emailed Deans last week asking if they would be able to give me info on what needs to...
be done electrical wise but never received a response from them. If they would have responded to my email I would have not had my electrician wire up a temporary wire to connect to the hot tub. I was under the assumption that Deans would be able to connect the wire to the hot tub so I could at least rub the tub until my electrician could come back out to make it a permanent solution. But now I wasted more money on my electrician to have him come out for no reason to setup a temp wire. Also, when they arrived yesterday and unloaded the hot tub they forgot to order me the lifter for the hot tub cover which I paid extra for. They did order the Orr yesterday but could take a couple weeks to receive. When I spoke to the service tech from Deans on site he said it normally takes 2-3 weeks to receive a hot tub from [redacted] after ordering which means Dean lied to me when he said it was ordered a month after me purchasing. If it only takes 2-3 weeks to receive I should have had the hot tub installed by Nov 27th as I was told by Dean in the first place. I was also told by Dean that the hot tub could be shimmed on my patio since it's not entirely level. However the tech "Richard" tells me that you cannot shim a hot tub. If I would have known this I may have waited to by the hot tub but Dean just wanted the sale... Luckily my patio is only 1/4" unlevel so it should affect the water level too bad. I no longer would like a full refund as I did receive the hot tub but I do expect something from them. Either a partial refund or hot tub chemicals that will last me a couple years. Something to make up for the lack of customer care. I no longer want Sent from my iPhone
[redacted]
Complaint Information: We understand that you did purchase the stove from us and we are more than willing to help you and service the stove. Here is the number and my phone ext. ###-###-####, if you wish to set up an appointment. Once again if you have someone else work on it , you will incur the cost, Deans will not reimburse you for any cost.
Complaint Information: This pellet stove was not installed by [redacted]'s Stove, this was a customer pick up and install. The customer did pay for a start-up on 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 12/10/15....
Another tech did return on 1/20/15 customer stated that he was going thru too much pellets and getting clinkers while running it on settings 1 & 2. Per [redacted] instructions, all parameters were tested, RDS was set properly burn pot was vacuumed, air tubes cleaned, feed and combustion air power levels checked. Stove was running fine. This stove is in an uninsulated basement with 1 duct approx. 25 feet run to a living room, the other appox. 15 feet to a bonus room. While tech was setting RDS he advised customer that it wont heat well unless very, very, well insulated ducting, which it is not. The customer has burned well over 1 ton thru the stove and [redacted], the manufacturer considers that a used stove. The 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. $2200.00. The stove does work , a refund is not an option and the customer has been advised of the trade in value.
Complaint ID#: [redacted] Company Name: Dean's Stove & Spa Company Contact Name: [redacted] Company Contact Phone: ###-###-#### Company Contact Email: [redacted] Consumer's Name: [redacted] Revdex.com Staff Member (if you know): [redacted] ...
Complaint Information: Mr. [redacted] did contact us for additional pipe and we did not have it in stock due to being in the height of the heating season. [redacted] the company we order pipe from had a machine down which put all orders on back order. To date Mr. [redacted] has his stove installed and running, he was just in the other day to buy a ton of pellets. We hope that Mr. [redacted] is happy with his stove and want him to know we are here to assist him if needed.
Complaint: [redacted]
I am rejecting this response because:
Paper composite wheels can easily get little pebbles embedded
in them as the machine they used was used outside on gravel and brought inside
my houseThe proper procedure would have been to protect the floors with Masonite,
before rolling industrial equipment over new floorsThe old stove was removed
prior to the hardwood floors going in, as they cannot install the hardwood
floors with the old stove on top of the floorsThese were newly installed hardwood floorsWe
were aware the old stove was heavy and left dents in the driveway (which we did
not have any concern over)As stated above the floors are brand new and the
stove was removed prior to the new floors being installed, as it is hard to
install hardwood with a stove on top.
Some scratches may have been caused by Matt Cwhen he laid the
new stove on its side with only a tarp over my hardwood floorsSurely a stove
of this weight would require more than a tarp for adequate protection. Also, all of the damage to the floors are in
the areas that Matt Cand his crew worked and there were no damages prior to
the installation. The damages were
reported in a timely manner the same day and there is no report of any per-existing damage to the floors.
Regarding the original hearth pad, we were never informed that
it could not be ordered anymore and they just decided to give us what they had
in stock instead. They told us the manufacturer
replaced it with the one they installed, but as mentioned in our original complaint,
the correct hearth pad is available from the manufacturer as I contacted them myself
and they confirmed it could be ordered. Moreover,
when we spoke with [redacted], she said it could be ordered as a special order part,
however, if it arrived broken they would deliver it to us broken. This is an unacceptable way of doing business
and we do not appreciate being blatantly lied to
Regarding the touch up paint, we would still like to know
why the stove was touchto begin with when it was supposed to be brand new. If it did need touch-up, why were we not
informed of this in advance?
We tried many times to resolve the complaint, but they
always had the same answer, that no one could help
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Thank you anyway...we will find another business to clean the stove. Starting the stove up was not the problem, I at least wanted maybe a piece of paper lit to make sure the smoke was going out the chimney. Like I said when my husband went on the roof 3 weeks later (the stove had not been used) and put the brush in a bunch of crystal-like soot came flying down the chimney. So apparently Lou was not as thorough as you hoped. Thanks for your response and offer.
Sincerely,
[redacted]
Complaint Information: Mr. [redacted], did buy the [redacted] Pellet Stove from us and it is manufactured by [redacted] Industries, Ltd. We do offer service on all stoves we sell. [redacted] Industries Ltd, and its employees or reps will not assume any damages either directly or indirectly...
caused by improper usage or maintenance on the appliance. Since we did not service the stove, we can not send in the warranty item. Mr. [redacted] can contact the manufacturer to try to obtain the warranty reimbursement. Please keep in mind this is a manufacturers warranty, their contact information is [redacted]. We will not be reimbursing him for any parts he had to purchase.
Complaint Information: Upon receipt of [redacted] Revdex.com complaint, we had the sales person research it with accounting and did indeed find the discrepancy. [redacted] will be refunded his $150.00 which was incorrectly posted on his invoice. We do apologize for the delay in handling the matter. Our...
accounting department will be issuing him a refund check.
Complaint: [redacted]
I am rejecting this response because: As you can see from the response the respondent did not discuss what I was told by not just one person but three, namely that it would not be a problem for me to bring my stove in for repair, that they were prepared to offer me the stove as a trade-in on a new stove, and just to call in advance. The so called policy of repair that the respondent talks about was never mentioned by any of the three people that waited on me. Nor was it ever presented to me in writing. It only appeared on the telephone when the respondent needed an excuse for not repairing the stove they sold me. If this was a legitimate business they would have had a written repair policy and would have read that to me when I came into the store instead of leading me to believe that they would repair my stove when they had no intention of doing so. The respondent offers no explanation for the behavior of the salespersons. The fact that I spent 4 hours loading a 450 pound stove onto my truck only then to be told by the respondent that they would not honor their commitment speaks the truth about this stores practices. They don't want to repair what they sell. Why would anyone load a heavy stove onto their truck with all the effort involved to take it to a store that didn't want to repair it? I only did so because I was told they would repair the stove. This company lies to its customers.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Now your blaming the hot tub delivery on the "Holiday Season". The hot tub was supposed to be delivered a month before the holiday season. What are going to do for me since I had to wait 2 extra months for the hut tub, not to mention the hot tub had a blown motor upon arrival so now I am not sure if its under warranty since you had to replace it already and if it is under warranty I would like something in writing that says so. Also, what about having to wait an extra week because you "forgot" to order the cover lifter for the hot tub when you had 3 months to do so. I can assure you that your company is crumbling, no one wants to do business with you. Every friend/relative/stranger I talk to says to avoid your store. Check [redacted] and [redacted] reviews, there is nothing but terrible reviews, maybe you guys will get your act together. I am done calling you guys, you can call ME, you have my number. I have tried calling since the hot tub was installed and I STILL haven't gotten a response. Sorry but, "sorry" is not good enough and I will not close this case until you make it right for me as the customer.
Sincerely,
[redacted]
Complaint Information: Once again Mr. [redacted], Dean's Stove would be happy to help you and service your stove if needed. I can be reached at ###-###-####. We will not pay for any services or charges you incur if you choose to have someone else service it. The stove has a manufacturers warranty, which we at Dean's Stove will honor provided we work on the stove. We are more than willing to work with all our customers.
Complaint: [redacted]I am rejecting this response because: See belowSincerely,
[redacted]
Firstly, the response is not signed, so I have no idea to whom I am responding.
Secondly, interesting that you are trying to blame the victim. I had just cleaned out the stove about 30 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 job.
I find Dean's to continue to be unresponsive and uncaring.
I would like to say that [redacted] was always wonderful and helpful. This is NOT about her in any way.
Complaint: [redacted]I am rejecting this response because:The facts are that I received service on 10/21/14 that consisted of blowing dust off a switch, which was ineffective. I notified the technician. He returned on 10/29/14, NOT 2 months later. He then removed a switch, because he said we didn't need it because the stoves were cleaned every year. The stove continued to run poorly. I continually called Deans to report the stove was smoking and filling with pellets too fast. I either could not get through or was told someone would call back. this went on for weeks. On one call, I was told the symptoms were probably because the stove was dirty. As I have mentioned, the stove was cleaned by Dean's service April 1st. When Dean's service did not show up on 12/10/14, I contacted another service. When they assessed the problem, it was determined the chimney pipe was packed with ash. This should have been cleaned by Dean's service on April 1st. I really should be requesting a refund for that service as well. The bypassing of the switch, which is described by Dean's as service, which by the way was not documented on any service invoice, is both illegal and a fire hazard. I am really disappointed and concerned that Dean's response is both factually incorrect, and in a way pathetic. If the standard is that the stove was running when the tech left, the standard needs to be changed. I am glad that you are doing more training. But that does not address my situation. If I do not receive a response from Dean's that honestly acknowledges the facts, and takes responsibility for their actions, I will have to report this matter to the [redacted] and the press. I fear for other customers who may unknowingly receive service that could potentially put them in danger. Please note that I sent Dean's a certified letter in December explaining the events and never received a response. Sincerely,[redacted]
The convection blower never worked, which has nothing to do with the installation of the stove. The tech came to my house completely unprepared and without the part after I had the stove installed. Then finally the part came in August 2015. I an unable to install the part and should not have to.I now have an appointment scheduled in a few weeks, which I am waiting for a response on a time.At first I called and would never get a call back, then I started using email. Here are all the messages I sent to Dean's
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint Information: First and foremost , service was never refused to Mr. [redacted], we refused to submit the warranty because we did not service the stove. Once again this is a manufacturers warranty of the product and, the guidelines are as follows we can only submit warranties on work we performed. Since Mr. [redacted] had a certified technician work on his stove, he should have them submit the warranty claim. Dean' s Stove will not be reimbursing for any parts. Once again he can contact [redacted].
Complaint Information: Mr. [redacted] came into the store on Thursday, November 5, 2015 and spoke with the owner Dean. Mr. [redacted] had taken down his entire external chimney and there was a hole in the wall from the previous flue. There was no negligence on Dean's Stove part. There was only some...
confusion between the work that was to be done. As of Monday, November 9, 2015 the stove has been installed. If Mr. [redacted] needs any further assistance he can contact Dena C[redacted] at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will call deans and order the blower.
Sincerely,
[redacted].
Complaint Information:[redacted]
has a [redacted] pellet stove, and she did call and tell me about her fire. I 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 company. If a pellet stove malfunctions, an abnormal fire can happen inside the body of the stove. At its most serious, this can spread to the hopper that holds the pellets. Lack of maintenance is usually the root cause of these types of pellet fires. A pellet stove is designed for a small, fierce fire in a particular area of stove-the burn pot. Other areas of the stove are designed to be kept relatively cool by the flow of convection air over the heat exchanger. Obviously the hopper and electronics will not tolerate high temperatures. A burn pot can be come overloaded, which results in a larger than normal pile of pellets accumulating. Two things can cause the situation. Firstly, 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 clear. Sometimes the combustion air holes in the burn pot can become blocked - they need to be checked and cleared out periodically. The second situation is when damp pellets are slow to ignite causing a similar build up. If this happens the pile of slowly burning pellets can suddenly ignite causing a small explosion within the stove. As far as being less, than responsive, I beg to differ [redacted] and myself spoke with her several times. On several of these occasions , we advised her that we would not buy back the pellets. The reasons were that we can not resell them to customers cause we can not guarantee where they were stored and under what conditions. The owner did forward [redacted] 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 behalf. We did go out at [redacted] request and uninstall her pellet stove, remove it and patch her wall, she was quoted and charged $575.00 for the work performed, she paid upon completion. We do apologize that [redacted] had a difficult time getting thru to us, and we have been working with [redacted], to correct our phone issue since they took over our system. I'm sorry that our policy prohibits us from buying back fuel because, we can not qualify its quality to sell to another customer. There will not be a refund on the uninstalling of the stove, it was work performed at her request.
Yesterday the company did deliver the hot tub but since I was never notified of a time frame to as when they'd be showing up yesterday I couldn't get my electrician to be on site to wire up the hot tub. I had emailed Deans last week asking if they would be able to give me info on what needs to...
be done electrical wise but never received a response from them. If they would have responded to my email I would have not had my electrician wire up a temporary wire to connect to the hot tub. I was under the assumption that Deans would be able to connect the wire to the hot tub so I could at least rub the tub until my electrician could come back out to make it a permanent solution. But now I wasted more money on my electrician to have him come out for no reason to setup a temp wire. Also, when they arrived yesterday and unloaded the hot tub they forgot to order me the lifter for the hot tub cover which I paid extra for. They did order the Orr yesterday but could take a couple weeks to receive. When I spoke to the service tech from Deans on site he said it normally takes 2-3 weeks to receive a hot tub from [redacted] after ordering which means Dean lied to me when he said it was ordered a month after me purchasing. If it only takes 2-3 weeks to receive I should have had the hot tub installed by Nov 27th as I was told by Dean in the first place. I was also told by Dean that the hot tub could be shimmed on my patio since it's not entirely level. However the tech "Richard" tells me that you cannot shim a hot tub. If I would have known this I may have waited to by the hot tub but Dean just wanted the sale... Luckily my patio is only 1/4" unlevel so it should affect the water level too bad. I no longer would like a full refund as I did receive the hot tub but I do expect something from them. Either a partial refund or hot tub chemicals that will last me a couple years. Something to make up for the lack of customer care. I no longer want Sent from my iPhone
[redacted]
Complaint Information: We understand that you did purchase the stove from us and we are more than willing to help you and service the stove. Here is the number and my phone ext. ###-###-####, if you wish to set up an appointment. Once again if you have someone else work on it , you will incur the cost, Deans will not reimburse you for any cost.
Complaint Information: This pellet stove was not installed by [redacted]'s Stove, this was a customer pick up and install. The customer did pay for a start-up on 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 12/10/15....
Another tech did return on 1/20/15 customer stated that he was going thru too much pellets and getting clinkers while running it on settings 1 & 2. Per [redacted] instructions, all parameters were tested, RDS was set properly burn pot was vacuumed, air tubes cleaned, feed and combustion air power levels checked. Stove was running fine. This stove is in an uninsulated basement with 1 duct approx. 25 feet run to a living room, the other appox. 15 feet to a bonus room. While tech was setting RDS he advised customer that it wont heat well unless very, very, well insulated ducting, which it is not. The customer has burned well over 1 ton thru the stove and [redacted], the manufacturer considers that a used stove. The 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. $2200.00. The stove does work , a refund is not an option and the customer has been advised of the trade in value.
Complaint ID#: [redacted] Company Name: Dean's Stove & Spa Company Contact Name: [redacted] Company Contact Phone: ###-###-#### Company Contact Email: [redacted] Consumer's Name: [redacted] Revdex.com Staff Member (if you know): [redacted] ...
Complaint Information: Mr. [redacted] did contact us for additional pipe and we did not have it in stock due to being in the height of the heating season. [redacted] the company we order pipe from had a machine down which put all orders on back order. To date Mr. [redacted] has his stove installed and running, he was just in the other day to buy a ton of pellets. We hope that Mr. [redacted] is happy with his stove and want him to know we are here to assist him if needed.
Complaint: [redacted]
I am rejecting this response because:
Paper composite wheels can easily get little pebbles embedded
in them as the machine they used was used outside on gravel and brought inside
my houseThe proper procedure would have been to protect the floors with Masonite,
before rolling industrial equipment over new floorsThe old stove was removed
prior to the hardwood floors going in, as they cannot install the hardwood
floors with the old stove on top of the floorsThese were newly installed hardwood floorsWe
were aware the old stove was heavy and left dents in the driveway (which we did
not have any concern over)As stated above the floors are brand new and the
stove was removed prior to the new floors being installed, as it is hard to
install hardwood with a stove on top.
Some scratches may have been caused by Matt Cwhen he laid the
new stove on its side with only a tarp over my hardwood floorsSurely a stove
of this weight would require more than a tarp for adequate protection. Also, all of the damage to the floors are in
the areas that Matt Cand his crew worked and there were no damages prior to
the installation. The damages were
reported in a timely manner the same day and there is no report of any per-existing damage to the floors.
Regarding the original hearth pad, we were never informed that
it could not be ordered anymore and they just decided to give us what they had
in stock instead. They told us the manufacturer
replaced it with the one they installed, but as mentioned in our original complaint,
the correct hearth pad is available from the manufacturer as I contacted them myself
and they confirmed it could be ordered. Moreover,
when we spoke with [redacted], she said it could be ordered as a special order part,
however, if it arrived broken they would deliver it to us broken. This is an unacceptable way of doing business
and we do not appreciate being blatantly lied to
Regarding the touch up paint, we would still like to know
why the stove was touchto begin with when it was supposed to be brand new. If it did need touch-up, why were we not
informed of this in advance?
We tried many times to resolve the complaint, but they
always had the same answer, that no one could help
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Thank you anyway...we will find another business to clean the stove. Starting the stove up was not the problem, I at least wanted maybe a piece of paper lit to make sure the smoke was going out the chimney. Like I said when my husband went on the roof 3 weeks later (the stove had not been used) and put the brush in a bunch of crystal-like soot came flying down the chimney. So apparently Lou was not as thorough as you hoped. Thanks for your response and offer.
Sincerely,
[redacted]
Complaint Information: Mr. [redacted], did buy the [redacted] Pellet Stove from us and it is manufactured by [redacted] Industries, Ltd. We do offer service on all stoves we sell. [redacted] Industries Ltd, and its employees or reps will not assume any damages either directly or indirectly...
caused by improper usage or maintenance on the appliance. Since we did not service the stove, we can not send in the warranty item. Mr. [redacted] can contact the manufacturer to try to obtain the warranty reimbursement. Please keep in mind this is a manufacturers warranty, their contact information is [redacted]. We will not be reimbursing him for any parts he had to purchase.
Complaint Information: Upon receipt of [redacted] Revdex.com complaint, we had the sales person research it with accounting and did indeed find the discrepancy. [redacted] will be refunded his $150.00 which was incorrectly posted on his invoice. We do apologize for the delay in handling the matter. Our...
accounting department will be issuing him a refund check.
Complaint: [redacted]
I am rejecting this response because: As you can see from the response the respondent did not discuss what I was told by not just one person but three, namely that it would not be a problem for me to bring my stove in for repair, that they were prepared to offer me the stove as a trade-in on a new stove, and just to call in advance. The so called policy of repair that the respondent talks about was never mentioned by any of the three people that waited on me. Nor was it ever presented to me in writing. It only appeared on the telephone when the respondent needed an excuse for not repairing the stove they sold me. If this was a legitimate business they would have had a written repair policy and would have read that to me when I came into the store instead of leading me to believe that they would repair my stove when they had no intention of doing so. The respondent offers no explanation for the behavior of the salespersons. The fact that I spent 4 hours loading a 450 pound stove onto my truck only then to be told by the respondent that they would not honor their commitment speaks the truth about this stores practices. They don't want to repair what they sell. Why would anyone load a heavy stove onto their truck with all the effort involved to take it to a store that didn't want to repair it? I only did so because I was told they would repair the stove. This company lies to its customers.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Now your blaming the hot tub delivery on the "Holiday Season". The hot tub was supposed to be delivered a month before the holiday season. What are going to do for me since I had to wait 2 extra months for the hut tub, not to mention the hot tub had a blown motor upon arrival so now I am not sure if its under warranty since you had to replace it already and if it is under warranty I would like something in writing that says so. Also, what about having to wait an extra week because you "forgot" to order the cover lifter for the hot tub when you had 3 months to do so. I can assure you that your company is crumbling, no one wants to do business with you. Every friend/relative/stranger I talk to says to avoid your store. Check [redacted] and [redacted] reviews, there is nothing but terrible reviews, maybe you guys will get your act together. I am done calling you guys, you can call ME, you have my number. I have tried calling since the hot tub was installed and I STILL haven't gotten a response. Sorry but, "sorry" is not good enough and I will not close this case until you make it right for me as the customer.
Sincerely,
[redacted]
Complaint Information: Once again Mr. [redacted], Dean's Stove would be happy to help you and service your stove if needed. I can be reached at ###-###-####. We will not pay for any services or charges you incur if you choose to have someone else service it. The stove has a manufacturers warranty, which we at Dean's Stove will honor provided we work on the stove. We are more than willing to work with all our customers.
Complaint: [redacted]I am rejecting this response because: See belowSincerely,
[redacted]
Firstly, the response is not signed, so I have no idea to whom I am responding.
Secondly, interesting that you are trying to blame the victim. I had just cleaned out the stove about 30 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 job.
I find Dean's to continue to be unresponsive and uncaring.
I would like to say that [redacted] was always wonderful and helpful. This is NOT about her in any way.
Complaint: [redacted]I am rejecting this response because:The facts are that I received service on 10/21/14 that consisted of blowing dust off a switch, which was ineffective. I notified the technician. He returned on 10/29/14, NOT 2 months later. He then removed a switch, because he said we didn't need it because the stoves were cleaned every year. The stove continued to run poorly. I continually called Deans to report the stove was smoking and filling with pellets too fast. I either could not get through or was told someone would call back. this went on for weeks. On one call, I was told the symptoms were probably because the stove was dirty. As I have mentioned, the stove was cleaned by Dean's service April 1st. When Dean's service did not show up on 12/10/14, I contacted another service. When they assessed the problem, it was determined the chimney pipe was packed with ash. This should have been cleaned by Dean's service on April 1st. I really should be requesting a refund for that service as well. The bypassing of the switch, which is described by Dean's as service, which by the way was not documented on any service invoice, is both illegal and a fire hazard. I am really disappointed and concerned that Dean's response is both factually incorrect, and in a way pathetic. If the standard is that the stove was running when the tech left, the standard needs to be changed. I am glad that you are doing more training. But that does not address my situation. If I do not receive a response from Dean's that honestly acknowledges the facts, and takes responsibility for their actions, I will have to report this matter to the [redacted] and the press. I fear for other customers who may unknowingly receive service that could potentially put them in danger. Please note that I sent Dean's a certified letter in December explaining the events and never received a response. Sincerely,[redacted]
The convection blower never worked, which has nothing to do with the installation of the stove. The tech came to my house completely unprepared and without the part after I had the stove installed. Then finally the part came in August 2015. I an unable to install the part and should not have to.I now have an appointment scheduled in a few weeks, which I am waiting for a response on a time.At first I called and would never get a call back, then I started using email. Here are all the messages I sent to Dean's
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint Information: First and foremost , service was never refused to Mr. [redacted], we refused to submit the warranty because we did not service the stove. Once again this is a manufacturers warranty of the product and, the guidelines are as follows we can only submit warranties on work we performed. Since Mr. [redacted] had a certified technician work on his stove, he should have them submit the warranty claim. Dean' s Stove will not be reimbursing for any parts. Once again he can contact [redacted].
Complaint Information: Mr. [redacted] came into the store on Thursday, November 5, 2015 and spoke with the owner Dean. Mr. [redacted] had taken down his entire external chimney and there was a hole in the wall from the previous flue. There was no negligence on Dean's Stove part. There was only some...
confusion between the work that was to be done. As of Monday, November 9, 2015 the stove has been installed. If Mr. [redacted] needs any further assistance he can contact Dena C[redacted] at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will call deans and order the blower.
Sincerely,
[redacted].
Complaint Information:[redacted]
has a [redacted] pellet stove, and she did call and tell me about her fire. I 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 company. If a pellet stove malfunctions, an abnormal fire can happen inside the body of the stove. At its most serious, this can spread to the hopper that holds the pellets. Lack of maintenance is usually the root cause of these types of pellet fires. A pellet stove is designed for a small, fierce fire in a particular area of stove-the burn pot. Other areas of the stove are designed to be kept relatively cool by the flow of convection air over the heat exchanger. Obviously the hopper and electronics will not tolerate high temperatures. A burn pot can be come overloaded, which results in a larger than normal pile of pellets accumulating. Two things can cause the situation. Firstly, 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 clear. Sometimes the combustion air holes in the burn pot can become blocked - they need to be checked and cleared out periodically. The second situation is when damp pellets are slow to ignite causing a similar build up. If this happens the pile of slowly burning pellets can suddenly ignite causing a small explosion within the stove. As far as being less, than responsive, I beg to differ [redacted] and myself spoke with her several times. On several of these occasions , we advised her that we would not buy back the pellets. The reasons were that we can not resell them to customers cause we can not guarantee where they were stored and under what conditions. The owner did forward [redacted] 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 behalf. We did go out at [redacted] request and uninstall her pellet stove, remove it and patch her wall, she was quoted and charged $575.00 for the work performed, she paid upon completion. We do apologize that [redacted] had a difficult time getting thru to us, and we have been working with [redacted], to correct our phone issue since they took over our system. I'm sorry that our policy prohibits us from buying back fuel because, we can not qualify its quality to sell to another customer. There will not be a refund on the uninstalling of the stove, it was work performed at her request.
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* Complain[redacted] – I researched this complaint, we did reach out to this customer and swap out the face. ...
We have satisfactory serviced the customers unit on 2/19/16 and most recently on 4/28/17.