Complaint Information: It was unfortunate that Mr. [redacted] had a bad experience with ordering of his tub due to the holiday season. We do apologize for any mis-communication. Mr. [redacted] had his spa delivered on 1/16/16. We want him to know that we will be available to help him now and in the future with any of his spa needs and we do apologize for any inconvenience. If Mr [redacted] needs to contact us for any reason he can contact me directly at###-###-####.
====================================== From: Bruno F[redacted] [mailto[redacted]] Sent: Wednesday, October 04, 2017 7:50 PM To: [redacted] Cc: Dena C[redacted] <[redacted]>; Tracey R[redacted] <[redacted] Subject: RE: [redacted] Hello...
[redacted], First off I’d like to apologize for all the back and forth with your custom order mantle. This situation is definitely out of the ordinary. I want to assure you we will do our very best to remedy this situation for you as quickly as we possibly can. We understand your frustration with this custom mantle order. We here Dean’s Stove & Spa appreciate your business and want to work with you to insure that you receive a product that satisfies your needs. Over the past several weeks I have spoken to your daughter when she has come into the shop. I gave her my business card in hopes that you and I could open a line of communication. Tracey has filled me in what has transpired thus far and we want to work towards a resolution that you’ll be satisfied with. If you could please, call me at ###-###-#### during business hours and ask for Bruno. Otherwise, please send me a phone number where I may reach you and best times to call and I can reach out to you directly if that works better for you. I see that you have requested our internal business to manufacturer bills of lading and custom purchase orders. Unfortunately, our company policy does not allow me to provide that information to our customers as they are confidential company sensitive documents. We can provide the series of events that have transpired since your order with dates if you’d like, but I would much rather concentrate on getting you the product you’ve requested as quickly as we can. Either way ‘d love an opportunity to speak with you directly as soon as possible. Thank you for continued patience. I look forward to hearing from you. All the best!
Complaint Information: I contacted Mr. [redacted] as soon as the Revdex.com letter came in . I apologized because I was unaware that this issue had gone on for so long. Bob S[redacted] has not worked her since the last week on January. I apologized and we set up another appointment for tech to go out....
Currrently we are working with Mr. [redacted] and will advise on progress within two weeks.
I did purchase the stove there and would like someone else to service it. The winter is in full swing now and I still have not had my issue resolved. This is completely unacceptable. When I spoke to 2 reps there they said that no one else would service the stove. I did find another location that will service it and if they do have a bill for any work performed it is only fair that Dean's should incur that cost. It's not my fault they are understaffed and it takes someone going to this length to get a response from them. It has now been 4 months since my initial contact and I'm sure that anyone else would feel the same way. Please let me know how to be reimbursed for any repair costs to my newly purchased stove.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint:[redacted]
I am rejecting this response because the company has yet to provide a satisfactory explanation. They are correct - I have picked up the product. My complaint is still valid and unanswered.Still falling on deaf ears. Unfortunate but not surprising.
Sincerely,
[redacted]
Complaint Information: Dear **. [redacted] I'm sorry you rejected the response. There is nothing wrong with your stove, all stoves are installed to all codes. We sent out the installation manager and he verified all pipes were sealed and stove was operational. It has been brought to my attention that the [redacted] have decided to bring in an attorney, so any additional communication will be between our attorney and theirs. Sincerely , [redacted]
Complaint Information:
We did go out on 10/21/14 and performed a service on [redacted] pellet stove, and the stove was operating when we left and therefore she was charged for service. She had another issue, 2 months later and we went out corrected it and did not charge her. We...
are sorry that she had a delay time in getting service and, are working on more staff and training. Unfortunately we will not reimburse her for the service we did perform and get her stove running. This is the final decision on this request. We hope that [redacted] will give us the opportunity in the future to assist her, if not we wish her the best. She can contact me at anytime directly for assistance [redacted] x [redacted] Sincerely, [redacted]
Complaint Information: ONCE AGAIN , WE APOLOGIZE FOR THE MIS-COMMUNICATION INVOLVED WITH THE ORDERING OF THE HOT TUB AND THE COVER LIFTER. DURING THE HOLIDAY SEASON DELIVERY TIMES ARE OFTEN MIS QUOTED DUE TO SHUT DOWNS. AS FAR AS THE WARRANTY , WE WILL SEND YOU A COPY OF THE WARRANTY IN THE MAIL. AS FAR AS THE REVIEWS , WE ARE WORKING ON HIRING, TRAINING AND CUSTOMER SERVICE. WE HOPE THAT YOU ARE ENJOYING YOUR HOT TUB.
Complaint Information: The customer has the part and has an appointment, due to a heavy work loads , time slots can not be given out until a few days before. When they do go out , I will make sure that there is a convection blower on the truck , in case he needs it. If he has any other concerns , he can continue to email , if he feels more comfortable doing that.
Complaint: [redacted]
I am rejecting this response because:I had already contacted the manufacturer when Dean's refused to fulfill the warranty. They say it is the dealers responsibility. Dean's is the dealer. I had a certified technician look at the stove and it's obvious there is a problem with original motor. In none of the paperwork does it say I have to use Deans technicians to service the stove. It's barely a year old.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint Information: On 10/29/15 tech Lou L. went to customers home, found pilot was dirty, which was causing popping , tested the pressure which was 11wc in. Also found that unit was starving for air on high, checked and found flue and intake connected to stove. Problem is in chimney or cap....
Client was advised to have a chimney sweep inspect and reconnect pipes if needed. Lou is certified in gas installation and has extensive training from [redacted] and several other manufacturers and has worked with Dean's for 15 years. On 11/3/15 client called to request an install crew come out and check his pipe and cap. On 11/5/15 customer was contacted and advised since, we did not install the liner and cap , we could not come dispatch an install team immediately. During busy season , customers who purchased from us take precedence. Customer stated that he would be rescinding his check. At this time there would be no refund for service performed. Customer did sign off on work performed
From: [redacted]] Sent: Thursday, May 11, 2017 12:46 PM To: [redacted] Subject: Dean's Stove & Spa Reviews Update Complaint [redacted]- [redacted]s-We did reach out to customer and assured them that we do install and service according to code. We also advised that safety is our primary issue. The customer was offered a complimentary future cleaning. The customer was advised that by using cheap pellets it was causing additional ash build up in the
Complaint: [redacted]
I am rejecting this response because: We had an issue previously with this company and getting our hot tub serviced so that it would be in usable conditions again. After our first complaint, the company had sent someone out to start up the servicing but never finished. The first time we filed a complaint, the company was ignoring our calls and claiming that the person that had begun our servicing had left. Once they found out about our complaint, the company had sent someone else who had started to repair the crack in our tub, so we were satisfied and the tub was in usable conditions. But afterward, the tub started leaking again and now there's a crack jet, rendering the tub unusable to us. Now the company is ignoring our calls to them again, claiming that they'll get back to us on a time for them to come back out, but they never did. Translate Desired Resolution / Outcome Desired Resolution: Finish the Job select Desired Outcome: The outcome we desire is that this company come out and fix our tub like they were supposed to more than a year ago and do it in a neat and timely fashion so that no more problems arise before the warranty expires and we'll have to pay out of pocket to get it fixed properly.
Sincerely,
[redacted]
Complaint Information:
Dear [redacted], 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 country. We are not saying you were negligent or accusing you of poor maintenance. I don't see how we are being unresponsive and uncaring. We 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 company. At your request we came out, uninstalled the stove and patched the hole in the wall. We realize you are upset because we wont buy the unused fuel. Once again, we apologize but, we do not buy back fuel as was explained in the previous response. We appreciate all your past business and wish you well. This will be our last response as this matter is closed. Dean's Stove & Spa
Complaint Information: It was unfortunate that Mr. [redacted] had a bad experience with ordering of his tub due to the holiday season. We do apologize for any mis-communication. Mr. [redacted] had his spa delivered on 1/16/16. We want him to know that we will be available to help him now and in the future with any of his spa needs and we do apologize for any inconvenience. If Mr [redacted] needs to contact us for any reason he can contact me directly at###-###-####.
====================================== From: Bruno F[redacted] [mailto[redacted]] Sent: Wednesday, October 04, 2017 7:50 PM To: [redacted] Cc: Dena C[redacted] <[redacted]>; Tracey R[redacted] <[redacted] Subject: RE: [redacted] Hello...
[redacted], First off I’d like to apologize for all the back and forth with your custom order mantle. This situation is definitely out of the ordinary. I want to assure you we will do our very best to remedy this situation for you as quickly as we possibly can. We understand your frustration with this custom mantle order. We here Dean’s Stove & Spa appreciate your business and want to work with you to insure that you receive a product that satisfies your needs. Over the past several weeks I have spoken to your daughter when she has come into the shop. I gave her my business card in hopes that you and I could open a line of communication. Tracey has filled me in what has transpired thus far and we want to work towards a resolution that you’ll be satisfied with. If you could please, call me at ###-###-#### during business hours and ask for Bruno. Otherwise, please send me a phone number where I may reach you and best times to call and I can reach out to you directly if that works better for you. I see that you have requested our internal business to manufacturer bills of lading and custom purchase orders. Unfortunately, our company policy does not allow me to provide that information to our customers as they are confidential company sensitive documents. We can provide the series of events that have transpired since your order with dates if you’d like, but I would much rather concentrate on getting you the product you’ve requested as quickly as we can. Either way ‘d love an opportunity to speak with you directly as soon as possible. Thank you for continued patience. I look forward to hearing from you. All the best!
Complaint Information: I contacted Mr. [redacted] as soon as the Revdex.com letter came in . I apologized because I was unaware that this issue had gone on for so long. Bob S[redacted] has not worked her since the last week on January. I apologized and we set up another appointment for tech to go out....
Currrently we are working with Mr. [redacted] and will advise on progress within two weeks.
I did purchase the stove there and would like someone else to service it. The winter is in full swing now and I still have not had my issue resolved. This is completely unacceptable. When I spoke to 2 reps there they said that no one else would service the stove. I did find another location that will service it and if they do have a bill for any work performed it is only fair that Dean's should incur that cost. It's not my fault they are understaffed and it takes someone going to this length to get a response from them. It has now been 4 months since my initial contact and I'm sure that anyone else would feel the same way. Please let me know how to be reimbursed for any repair costs to my newly purchased stove.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint:[redacted]
I am rejecting this response because the company has yet to provide a satisfactory explanation. They are correct - I have picked up the product. My complaint is still valid and unanswered.Still falling on deaf ears. Unfortunate but not surprising.
Sincerely,
[redacted]
Complaint Information: Dear **. [redacted] I'm sorry you rejected the response. There is nothing wrong with your stove, all stoves are installed to all codes. We sent out the installation manager and he verified all pipes were sealed and stove was operational. It has been brought to my attention that the [redacted] have decided to bring in an attorney, so any additional communication will be between our attorney and theirs. Sincerely , [redacted]
Complaint Information:
We did go out on 10/21/14 and performed a service on [redacted] pellet stove, and the stove was operating when we left and therefore she was charged for service. She had another issue, 2 months later and we went out corrected it and did not charge her. We...
are sorry that she had a delay time in getting service and, are working on more staff and training. Unfortunately we will not reimburse her for the service we did perform and get her stove running. This is the final decision on this request. We hope that [redacted] will give us the opportunity in the future to assist her, if not we wish her the best. She can contact me at anytime directly for assistance [redacted] x [redacted] Sincerely, [redacted]
Complaint Information: ONCE AGAIN , WE APOLOGIZE FOR THE MIS-COMMUNICATION INVOLVED WITH THE ORDERING OF THE HOT TUB AND THE COVER LIFTER. DURING THE HOLIDAY SEASON DELIVERY TIMES ARE OFTEN MIS QUOTED DUE TO SHUT DOWNS. AS FAR AS THE WARRANTY , WE WILL SEND YOU A COPY OF THE WARRANTY IN THE MAIL. AS FAR AS THE REVIEWS , WE ARE WORKING ON HIRING, TRAINING AND CUSTOMER SERVICE. WE HOPE THAT YOU ARE ENJOYING YOUR HOT TUB.
Complaint Information: The customer has the part and has an appointment, due to a heavy work loads , time slots can not be given out until a few days before. When they do go out , I will make sure that there is a convection blower on the truck , in case he needs it. If he has any other concerns , he can continue to email , if he feels more comfortable doing that.
Complaint: [redacted]
I am rejecting this response because:I had already contacted the manufacturer when Dean's refused to fulfill the warranty. They say it is the dealers responsibility. Dean's is the dealer. I had a certified technician look at the stove and it's obvious there is a problem with original motor. In none of the paperwork does it say I have to use Deans technicians to service the stove. It's barely a year old.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint Information: On 10/29/15 tech Lou L. went to customers home, found pilot was dirty, which was causing popping , tested the pressure which was 11wc in. Also found that unit was starving for air on high, checked and found flue and intake connected to stove. Problem is in chimney or cap....
Client was advised to have a chimney sweep inspect and reconnect pipes if needed. Lou is certified in gas installation and has extensive training from [redacted] and several other manufacturers and has worked with Dean's for 15 years. On 11/3/15 client called to request an install crew come out and check his pipe and cap. On 11/5/15 customer was contacted and advised since, we did not install the liner and cap , we could not come dispatch an install team immediately. During busy season , customers who purchased from us take precedence. Customer stated that he would be rescinding his check. At this time there would be no refund for service performed. Customer did sign off on work performed
From: [redacted]] Sent: Thursday, May 11, 2017 12:46 PM To: [redacted] Subject: Dean's Stove & Spa Reviews Update Complaint [redacted]- [redacted]s-We did reach out to customer and assured them that we do install and service according to code. We also advised that safety is our primary issue. The customer was offered a complimentary future cleaning. The customer was advised that by using cheap pellets it was causing additional ash build up in the
Complaint: [redacted]
I am rejecting this response because: We had an issue previously with this company and getting our hot tub serviced so that it would be in usable conditions again. After our first complaint, the company had sent someone out to start up the servicing but never finished. The first time we filed a complaint, the company was ignoring our calls and claiming that the person that had begun our servicing had left. Once they found out about our complaint, the company had sent someone else who had started to repair the crack in our tub, so we were satisfied and the tub was in usable conditions. But afterward, the tub started leaking again and now there's a crack jet, rendering the tub unusable to us. Now the company is ignoring our calls to them again, claiming that they'll get back to us on a time for them to come back out, but they never did. Translate Desired Resolution / Outcome Desired Resolution: Finish the Job select Desired Outcome: The outcome we desire is that this company come out and fix our tub like they were supposed to more than a year ago and do it in a neat and timely fashion so that no more problems arise before the warranty expires and we'll have to pay out of pocket to get it fixed properly.
Sincerely,
[redacted]
Complaint Information:
Dear [redacted], 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 country. We are not saying you were negligent or accusing you of poor maintenance. I don't see how we are being unresponsive and uncaring. We 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 company. At your request we came out, uninstalled the stove and patched the hole in the wall. We realize you are upset because we wont buy the unused fuel. Once again, we apologize but, we do not buy back fuel as was explained in the previous response. We appreciate all your past business and wish you well. This will be our last response as this matter is closed. Dean's Stove & Spa