Dean's Stove & Spas, Inc.

We recently had Dean's Stove & Spa install pellet stove inserts in our home. One stove insert started emitting black smoke in the house and has not been able to be used for over two weeks. When I first called to explain the issue and request someone to come out, I was advised to read my user manual or attend one of their classes. I have made numerous calls to Dean's and finally had someone come out to service, who could not resolve the problem and thinks there is a tear in he chimney liner. A problem that obviously would not be "in my user manual". So now after investing in our pellet stoves we are forced to supplement other sources of heat. In the last two days I have tried contacting their "scheduler" three times with no call back. Would not recommend this business to anyone.

Review: I purchased a wood stove that did not meet my expectations given the information I was provided by staff at Dean Stove and Spa. I wanted to return the stove and purchase another stove and was informed through an employee of the business (the owner would not speak with me) that he would not allow an exchange. The return policy states no cash refunds, in store credit only, which is what we were looking to do. The store manager initially told us to come in for the exchange; however, a few minutes later, I received a return call stating that the owner, Dean was not willing to accept the stove for an exchange, which goes against his return policy. We only had the stove for two weeks. Upon speaking with the store manager over the phone and requesting to speak with the owner several times, I was hung up on. Throughout the entire process of trying to rectify this situation, the customer service has been horrible, virtually non-existent. The owner [redacted] fields all calls to his employees and refuses to come to the phone to speak about this situation.Desired Settlement: Although I understand the return policy in not providing any cash refunds, I believe this is what I deserve. After being hung up on by the store manager when demanding to speak with the owner and being sold a stove that did not meet our needs, this is not a store I would ever want to do business with again. When initially explaining my situation to the store manager, he reported that he would have never sold us the stove we were sold at the recommendation of another employee.

Went to deans stove spa last Friday 6/12/15 to buy pellet stove flue piping and got everything I needed the receipt said they sold me bdm(bio vent ) piping and when I decited to pipe the pellet stove a different way and went back for more piping I asked for bio vent pipe because that's what my receipt said but come to find out they sold me security flue piping but charged me for bio vent then was told it was only a few dollars difference. I will be telling people not to go there

Review: In October of 2013 we went to Dean's to look into purchasing a wood burning fireplace insert. We were shown a few different models and decided to purchase a unit based on the salesman's recommendation (taking into consideration the size of our house and the area we wanted to heat). The stove does not preform nearly as well as the salesman claimed; so I went online to do some research. I found that the model that we were sold was discontinued in 2012 - yet we were not informed that we were being sold a discontinued model, nor we were give a price reduction (total cost was around $2,500.00). I called Dean's om Friday January 17 to ask about trading in this model for current model and something that will perform better. I explained that I was not happy about being sold a discontinued model. The person I spoke to on the phone said that he would "see what he could do" about a trade-in value or replacement. It was over a week and have not heard back, so I called again. Nobody there knew what I was talking about so I explained the situation again. They said that they were certain this is not a discontinued model - even though I have proof from the MANUFACTURER that it has been out of their line since 2012. I am disappointed that we were deceptively sold an item that has been discontinued for almost a year and also ignored when trying to resolve this matter. In addition, the item that we bought does not meet our expectations as represented by the salesman.Desired Settlement: We would like this item to be replaced with a current model that will, hopefully, perform as advertised. At the least, we would accept a full refund and apply the balance towards a better (and current)model.

Consumer

Response:

From: [redacted]

Sent: Friday, January 31, 2014 9:39 PM

To: [redacted]

Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

Re: complaint [redacted]

How can I cancel a complaint? The problem was resolved.

Review: On 09-11-2015, I purchased a gas fireplace insert. When I got home and opened the plain brown boxes, I found that I had been given the wrong face piece for my fireplace. I made several attempts to correct the issues with the merchant, but received no call back. After contesting the charge with the credit company, the accounts receivable department finally called me to straighten out the missing funds. At that time, I asked to speak with the owner of the business and was told that "He doesn't speak with customers. That's why he has a staff." I then asked to speak with a manager. I told the manager that I wanted to sever my relationship with his company and that I just wanted a refund and to return the product that I purchased. The manager told me he was brought into the company because of the repeated customer service issues and that owner got tired of hearing customer complaints. He explained that he wanted to try to work out a solution. I offered a solution and he responded with an insulting counter-offer. When I explained that I would not accept the counter-offer and asked for a refund, he refused to refund my purchase because I had contested the charge.Desired Settlement: I would like a full and unconditional refund and have someone come and pick up the merchandise.

Review: I purchases a pellet stove from Dean's and was promised delivery of a brand new stove of 11/19/13. The day prior to delivery and installation I received a call stating that my stove (paid for in full) was not available but that I could have the floor model. I reluctantly agreed under the specific direction that the stove was 100% working and in like new condition. The stove was delivered and installed on 11/19/13 and stopped working all together on 11/26/13. The first time I called and was told the problem would be resolved the following weak with a replacement part I never heard back. After two weeks of waiting upon calling again I was told that I never called the first time and that the replacement part would be ordered and the problem would be solved. Two weeks later - 4 weeks total- 12/19/13 I have not received a single return phone call and every time I call (three times in the past 4 days) I am told that the issue will be resolved and that I will receive a return phone call the same day I called with a time scheduled for the issue to be fixed. After 4 weeks of waiting and being lied to about a stove under warranty I strongly believe that I am entitled to a refund so that I can take my business to someone who will sell me a working stove to heat my home with.Desired Settlement: I would like a new stove installed in a reasonable amount of time considering it is winter and this is a heat source for my home.

Review: I purchased a [redacted] pellet stove with the zero clearance design. I also purchased a granite hearth and mantle on 10/2/2013 that was ordered as a "rush". The stove was installed by [redacted] of [redacted], upon your recommendation, on 10/10.10/15, the Town of [redacted] Building Inspector and the Chief of Fire came to do the inspection. At that time, the entire install was questioned. It was specifically stated that they had no evidence that it was installed to the manufacturers code. It was also noted that the pipe through the garage roof was not high enough nor was it far enough away from a non-fireproof wall as evidenced by the smoke damage that was on my siding. They stated that they were not approving any part of the installation and would not come back to inspect any further work until the entire hearth and mantle were installed and the pipes moved.10/15, I called Deans and was referred to [redacted] who stated she would get in touch with [redacted] and I would get a phone call that evening.On 10/16, after waiting until 12:30pm, I called Deans again and spoke to [redacted] who stated she would have [redacted] call me right away.On 10/16, I spoke to [redacted] who said he would come and "fix it". He stated that he would call me at 9am on 10/17 on his way to my house. I received a phone call from him at 1:30 stating he was on his way. I stated I was unable to meet him at the house as I was at work. Around 4:30 on the 17th I received another phone call asking to call him. I was unsuccessful at contacting him on the 17th.I finally spoke with [redacted] on 10/18. He stated that he moved the pipe over and there was no issue to use the stove. He stated he looked up the manufacturers code and it was "all set". [redacted] went onto state that the City Inspectors "always have a problem with Deans Stove and that it was hostility with the company rather than the installation itself.This in itself is exceptionally concerning!On 10/18, I called Deans and spoke to [redacted] to to express my concerns. She stated she would inquire about the delivery for the mantle and speak to [redacted] another installer. She stated she would call me back.Since the weather is now 35 degrees, I opted to try to run the stove on October 26 and 27. Once again my siding is smoke damaged.On October 28, I called [redacted] as I had not received any information in over a week. She stated that she never heard back from the mantle company or [redacted]. She then asked me to send a picture as it it too hard to explain what is happening with the smoke.On November 1, [redacted] called and spoke with [redacted], she said she would call back as she had no information. She left a message at 5:03pm. I returned her call immediately and was told she was not available. I left her a voice mail on both November 1 and November 5 with no response. November 8, I call and asked to speak to the highest supervisor in the building. I was transferred to [redacted]. He said that he would get in touch with [redacted] and he could easily send him out to fix the issue without my being there since it was on the outside of the house. He did not stay on the phone long enough for me to express my concern about [redacted]s work. [redacted] then put me on hold that eventually went into an unidentified voice mail. I left a message. No response.November 19, I called and spoke to [redacted], she stated that she could not find any information about my order. She said she would put me into the voice mail of the owner. I was transferred to an unidentified voice mail. I called back and was told that the owner does not have a message to identify himself. I left a message explaining my frustration and asked for a call back within 24 hours. I have yet to receive a call back.Desired Settlement: 1.A response from someone at this company.2.A date for installation of my mantel and hearth.3.The installation to meet fire code and not damage my home.4.Replacement of the damaged siding.5.Replacement of the roof , which was newly replaced, when the pipes are moved to a fire safe distance from the house.

Was blown away by the beautiful showroom. Great products very warm and inviting. Staff was helpfully, the girls behind counter even entertained my kids with coloring and playing with the dog, Nala- resident black lab. Staff really tries to help you and never a hard pressure sell. Great products, read some reviews but, made the decision to come in and have not regretted it. I believe too much faith is placed in Social Media- be a trend setter make up your own mind . Thanks girls for keeping my kids occupied so I could ask questions and make an educated decision. Glad I stopped in. Well worth the trip.

Review: In November of 2013 I purchased 2 wood burning stoves from Deans Stoves, a [redacted] ($2,999) and a [redacted] ($4,399) to be professionally installed. Total cost of the stoves, installation and accessories after some rebates came to $8,720.64. Shortly after the installation of both stoves, I noticed the [redacted] stove had a very pronounced rattling coming from the lower portion of the stove. The rattle was quite loud and annoying. The stove was installed just before Thanksgiving so I waited to notify Deans Stoves about the issue until after the holiday. The Stove was only used the one time which is when I noticed the rattle. To my surprise, prior to making the call, I received a call from the staff at Deans Stoves asking about the stoves. I was pleased with the [redacted], it was working flawlessly, but explained the issue with the rattle from the [redacted]. I was told someone would get back to me in a week of so to set up a time for a tech to look at the stove. I never received a call back so while researching the problem, I found others with the same issue and found out what adjustment to make to rectify the rattle which I did myself. In January of 2014 I noticed the baffle separating the catalytic combuster and the secondary burn tubes on the [redacted] stove to be warped, specifically the right side of this baffle was bent up approximately 1". I contacted Deans Stoves about this and was told I would receive a call back which I never received. I searched about the topic on the internet and found several other owners complaining of the right side of the baffle being warped upward. By this time I had received poor support from Deans Stoves so I sent an email to [redacted] (the manufacturer) and again did not receive a reply. By this time the heating season was complete and the issue escaped my memory. This month (September), I had the chimney swept and remembered the bent baffle. I completed a checklist from the manufacturer in preparation for the heating season and armed with a few questions regarding maintenance of the combuster, I called Deans Stoves, this time I was directed to leave a voicemail. The following day I received a call back from a woman name [redacted]. She answered my questions regarding the combuster but informed me that I would need to pay for a tech to respond to my house to inspect the baffle at a cost of $30-$210 which would not include parts nor additional labor. This seemed quite odd and upon questioning [redacted] as to the reason for paying for warranty service, I was told that the tech would come out to determine if I abused my stove. [redacted] explained to me that if it was determined that the bent baffle was caused by my negligence, I would have to pay a minimum of $210 for the diagnosis plus addition parts and labor, but if the determination was that of a warranty issue, I would pay $30 for the visit. I told [redacted] of my past issue with my [redacted] stove which I had to fix myself in addition to explaining that I could email her pictures to expedite this process. [redacted] said she needed to check to see if the baffle was in stock and she would "call me right back". This was mid day on Sept 23rd. Again I reached out to [redacted] (the manufacturer of both stoves) via the sole email address listed on their site in addition to posting for help regarding the bent baffle on the [redacted] page. Both stoves are covered by a comprehensive warranty guaranteeing them from manufacturers defect. A simple internet search for the phrase "[redacted] bent baffle" results in a great many reports of similar issues with the [redacted].Desired Settlement: Repair or replacement of the bent baffle in accordance with the 5 year warranty. As outlined under Conditions and Exclusions I have met the conditions under 1 and 2 and do not meet the exclusions under 4 and 5. As a condition of this warranty, I understand Deans Stoves can charge a small mileage fee or surcharge for the warranty work. I would like this fee to be spelled out and agreed upon before any warranty service is completed with the option for self removal and return of the deffective baffle to Deans Stoves for replacement/repair so long as this is agreeable to Deans Stoves.

Review: The respondent sold me inappropriate merchandise as follows:The Lopi stove, surround kit and smoke stack insulation kit were sold to me with the assurance that they would:1) Fit into my fireplace enclosure even though I had a heat- olator in my fireplace and a brass frame on top and bottom which protrude up from the brick floor of the fireplace by 2 inches.2) The smoke stack installation kit would fit into my chim- ney flue & reach down to the Lopi stove even though my chimney had a 4 ft. offset in the upper part of the chim- ney & rose 6 ft from the roof peak n

Product_Or_Service: 1 Lopi Stove, surround & chmny kit

Desired Settlement: Complete refund of $2,056.00

Business

Response:

Business Response /* (1000, 5, 2013/05/07) */

Mr [redacted] purchased a woodstove and liner kit on 7/19/12 and he picked up and signed for all materials on 7/21/13. Mr.[redacted] was offered installation services from Dean's Stove installation company([redacted]), he refused and said he would take care of it himself. On 7/25/12 he returned to store and made an outburst. When asked what we could help with he demanded a full refund for the full purchase price of stove and liner. Attempts to engage Mr. [redacted] in meaningful dialogue were met with hostility and shouted demands of a full refund. Mr. [redacted] never stated to any of Dean's staff exactly what the difficulty or defect is regarding the stove other than difficulty with the installation. Dean's Stove & Spa staff stated several times that paid professional installation services were available to him, which he declined. Those services are still available. There is nothing wrong with the unit, and refund is not an option.

Consumer Response /* (3000, 8, 2013/05/23) */

From: [redacted]

Sent: Monday, May 20, 2013 2:19 PM

To: cgoodwin

Subject: Response to Dean's Stove & Spas, Inc., dated May 7,2013

Complaint #: XXXXXXXX

Business Name: Dean's Stove & Spas Inc.

On 7/25/12, I returned to the store and I told them exactly what was wrong with the stove, the chimney kit and

the surround kit:

A) The chimney sleeve was about 6 feet too short. I advised them exactly about my chimney-it has an offset. Also the

chimney kit contained 3 stainless steel parts. One was for a house with no chimney, a flue adapter and a cap

that I already had . The bulk of the expense was for the stainless steel parts.

B) The stock man tried to deliver to me a surround kit which would not fit.

I already returned the chimney kit and the surround kit. They refused to give me a receipt.

Sincerely,

[redacted], Esq.

Business Response /* (4000, 10, 2013/05/28) */

Mr. [redacted] did come into the store demanding a refund, once again we tried to engage him in a meaningful dialogue and were met with hostility, he never stated to any staff member exactly what the difficulty he was experiencing was, he was very hostile. We have several installers on staff, who could answer questions but, none were posed to them by Mr. [redacted]. He was NEVER refused a receipt because NOTHING was returned. Once again there is nothing wrong with the unit and a refund is not an option.

I have called 3 times regarding a special chimney cap that was suppose to be ordered back in November. I was told it would take 2 or 3 weeks and that they would call me when it was done.. It is now Feb and nobody even returns my calls. I cannot get a permit until this cap is installed. I am so sorry I spent over $6000 for a fireplace insert that was suppose to heat my house but only heats one room. I was completely misled and if I could return it, I would. They are as nice as can be when you are shopping but once you pay, they ignore you.

Dealing with Dean's has been genuinely unsatisfying. I realize, after reading about the experiences of others, that I am extremely lucky to have obtained a functioning stove from this establishment, though the installation process was a nightmare and the costs were much higher than anticipated. Further, trying to schedule a service appointment with Dean's is about as frustrating as it could be. I will absolutely never do business with Dean's again. They truly deserve their F rating. This is one small business that has no business being in business.

We were treated dishonestly and disrespectfully. Phone calls were not returned often and when you did get them on the phone the representatives were poor listeners and even confrontational. Dean's attempted to overcharge us on our installation by more than $2400. When we contacted them about this and proved our point mathematically, they tried other tactics including using confusing billing terminology which even they were unable to explain. They blamed it on the installer, they lied about extra product being brought to our house, they claimed there were typos on the invoice that caused us to be undercharged, they attempted to collect an excess of tax. We were able to successfully advocate our position and reach a fair settlement but this review is a intended as a warning notice to others who would consider buying from this business.

Review: Dean's stove and spa cleaned my stove pellet stove midsummer 2013. Unfortunately the young service man did not start my pellet stove after cleaning the pellet stove. The young service person told me I needed a new stove and sealing around my flashing on my chimney because of extensive rust. So, I had them come out and seal the flashing a month later. After nearly 400.00 dollars in alleged repairs I attempted to start my stove early November and it did not work. I contacted Dean's stove and spa and made an appointment for November 6. Unfortunately, the company changed the service call for Nov 1 without informing me. I was not home at the time and attempted to rescheduled. This type of rescheduling has happened to me twice in two years while attempting to work with this company! So after several attempts to make an appointment the female that schedules the appointment stated she will call me back. It never happened. I finally had another company clean the stove and another 187.00. The other company removed large chunks of ash from the flu and stated the stove was not cleaned properly in by Dean's stove and spa and my stove doesn't need to replace. My stove is up in running at this time due to the another company completing the same job that Dean's stove and spa did mid summer 2013Desired Settlement: I would like a full refund from Dean's stove and spa refund the cleaning that I was charged mid summer2013