England's Stove Works, Inc.

Can't say I am to happy with this stove, seems to nothing but problems, right from the start it needed a new exhaust fan (they did ship for free) solved that problem, then the fiberboad fell apart after only two fires. now the other fiberboard is just about done & needs replacement, also the door casket is worn, all this after only one winter & not using it every day, only on very cold days (0 below) Called the parts dept. was told a new door casket was $59 and change. NO free shipping. Called the local hardware store same gasket $15.00. Have a different pellet stove in the basement older never any problems! So, if I had to do it all over, I would not be so inclined to buy this one again.

Dear Emilee Stevens,I have spoken to Mr*** directly and explained that
England’s Stove Works cannot offer him a full refund on the productMr
*** did purchase an England’s Stove Works product through The *** ***
Apparently The *** *** was not willing to go outside their
guidelines to
refund Mr*** his money for the unitEngland’s Stove Works cannot dictate
to The *** *** how they follow their guidelines.England’s Stove Works did offer Mr*** a factory tested
replacement unit This offer was
extended to Mr*** several weeks agoMr*** refused the replacement unit
I contacted Mr*** just yesterday and explained that we could not refund
him the purchase price for the unit that he paid to The *** *** but we would
honor the offer we extended to him for a replacement unitMr*** was not
happy with that resolutionI feel that England’s Stove Works has made a reasonable offer
to Mr***, we have tried to make the customer happy and resolve the issue
that Mr*** has claimed he has been havingPlease do not hesitate to contact me if you need anything further
in this matter.Sincerely,*** ***Vice PresidentEngland’s Stove works, Inc

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.] Yesterday,10/26/VP of the company called me and this is what he said, "I am calling to tell you the same offer pretty much" RUDELYHe didn't mentioned the entire offer in his Email to Revdex.com and It was disappointing not telling the entire truth in his Email to Revdex.com. The OFFER Was:- They will send a tested unit to a YRC depot (Which is miles from my house) and I have to pick it up from thereThat unit is LB.- Have to pack up the old LB unit put it on the Pallet and bring it to the YRC Depot (Which is Miles from my house) to send it back to Englanders. This is what it will cost me to do what they are asking me to do:- I will need a Truck with Lift Gate and a Pallet Jack(Rental $350)- Hire guys to help me pick up, Pack and bring it to YRC Depot($300)- Getting a pallet jack and packing stuff ($50)- Uninstall the old and Reinstall the new one ($250) I am willing to pay for this. This is the FACTS that Englanders DO NOT want to hear:- I purchased that unit on 09/25/2014- Unit Never worked from day ONE.- Called *** *** on 11/10/*** *** connected me to Englanders Stove for troubleshoot- From 11/10/thru March, No solution to fix my issue were foundSpoke to multiple people at EnglandersTechs, managers- Summer started - Start of Winter Called again to Englanders and started the trouble shoot again.- They made me spend $on electrician because they wanted me to remove the thermostat- twice a week I've been talking to their technical department- I've been talking to Bianca (Manager) for past month now.- Finally VP of the company called and was pretty much rudeWhich explains company's way of doing business. I have been getting a run around for more than a yearI spent $1,Which is a lot of money for meWho lives pay check to pay check.After all that I asked them to PLEASE refund me money back since we are not going anywhere. I just Englanders to the right thing hard working people. Thank you*** ***
Regards,
*** ***

Dear Emilee Stevens,I have spoken to Mr*** directly and explained that
England’s Stove Works cannot offer him a full refund on the productMr
*** did purchase an England’s Stove Works product through The *** ***
Apparently The *** *** was not willing to go outside their
guidelines to
refund Mr*** his money for the unitEngland’s Stove Works cannot dictate
to The *** *** how they follow their guidelines.England’s Stove Works did offer Mr*** a factory tested
replacement unit This offer was
extended to Mr*** several weeks agoMr*** refused the replacement unit
I contacted Mr*** just yesterday and explained that we could not refund
him the purchase price for the unit that he paid to The *** *** but we would
honor the offer we extended to him for a replacement unitMr*** was not
happy with that resolutionI feel that England’s Stove Works has made a reasonable offer
to Mr***, we have tried to make the customer happy and resolve the issue
that Mr*** has claimed he has been havingPlease do not hesitate to contact me if you need anything further
in this matter.Sincerely,*** ***Vice PresidentEngland’s Stove works, Inc

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Yesterday,10/26/VP of the company called me and this is what he said, "I am calling to tell you the same offer pretty much" RUDELY
He didn't mentioned the entire offer in his Email to Revdex.com and It was disappointing not telling the entire truth in his Email to Revdex.com
The OFFER Was:
- They will send a tested unit to a YRC depot (Which is miles from my house) and I have to pick it up from thereThat unit is LB- Have to pack up the old LB unit put it on the Pallet and bring it to the YRC Depot (Which is Miles from my house) to send it back to Englanders
This is what it will cost me to do what they are asking me to do:
- I will need a Truck with Lift Gate and a Pallet Jack(Rental $350)
- Hire guys to help me pick up, Pack and bring it to YRC Depot($300)
- Getting a pallet jack and packing stuff ($50)
- Uninstall the old and Reinstall the new one ($250) I am willing to pay for this
This is the FACTS that Englanders DO NOT want to hear:
- I purchased that unit on 09/25/- Unit Never worked from day ONE- Called *** *** on 11/10/*** *** connected me to Englanders Stove for troubleshoot
- From 11/10/thru March, No solution to fix my issue were foundSpoke to multiple people at EnglandersTechs, managers
- Summer started
- Start of Winter Called again to Englanders and started the trouble shoot again- They made me spend $on electrician because they wanted me to remove the thermostat
- twice a week I've been talking to their technical department
- I've been talking to Bianca (Manager) for past month now- Finally VP of the company called and was pretty much rudeWhich explains company's way of doing business
I have been getting a run around for more than a yearI spent $1,Which is a lot of money for meWho lives pay check to pay checkAfter all that I asked them to PLEASE refund me money back since we are not going anywhere
I just Englanders to the right thing hard working people
Thank you
*** ***
Regards,
*** ***

To Whom It May Concern.I have spoken with he customer and England's Stove Works customer service has worked with the customer and he is satisfiedThe unit is up and runningThe customer was very pleasant and satisfied with the unit.If you need anything further, please do not hesitate to contact
me. Chris T***

Dear Emilee Stevens,I have spoken to Mr*** directly and explained that
England’s Stove Works cannot offer him a full refund on the productMr
*** did purchase an England’s Stove Works product through The *** ***
Apparently The *** *** was not willing to go outside
their guidelines to
refund Mr*** his money for the unitEngland’s Stove Works cannot dictate
to The *** *** how they follow their guidelines.England’s Stove Works did offer Mr*** a factory tested
replacement unit This offer was
extended to Mr*** several weeks agoMr*** refused the replacement unit
I contacted Mr*** just yesterday and explained that we could not refund
him the purchase price for the unit that he paid to The *** *** but we would
honor the offer we extended to him for a replacement unitMr*** was not
happy with that resolutionI feel that England’s Stove Works has made a reasonable offer
to Mr***, we have tried to make the customer happy and resolve the issue
that Mr*** has claimed he has been havingPlease do not hesitate to contact me if you need anything further
in this matter.Sincerely,*** ***Vice PresidentEngland’s Stove works, Inc

Dear *** ***,I have reviewed the information provided by the consumer and have reached out to our Customer Service Manager regarding the complaintOur records indicate that the customer contacted England's Stove Works and the warranty on the product was followed, the customer was sent a
replacement cartridge heater two day by ** *** The customer did ask that we compensate him for the time and laborIt was explained at that time that we do not compensate for labor to a customerHe was offered a gasket kit for future use, this is something that has to be checked and replaced every year, At the time the customer seemed to understand and was agreeableI personally did not speak to the customer but this information is according to the notes in his file and a discussion I had with the Customer Service Manager.It should be noted that even though the cartridge heater was not working, the unit was not inoperable, the customer could continue to use the unit to heat his homeThe cartridge heater is only for start up, not operation, the customer does have the option of lighting the unit manuallyEngland's Stove Works warranty clearly states that we warranty parts, we do not offer in home service or monetary compensationI do apologize for any inconvenience this has caused the customerPlease do not hesitate to contact me with any further questions. Chris T***

Dear *** ***,I have reviewed the information provided by the consumer and have reached out to our Customer Service Manager regarding the complaintOur records indicate that the customer contacted England's Stove Works and the warranty on the product was followed, the customer was sent a
replacement cartridge heater two day by ** *** The customer did ask that we compensate him for the time and laborIt was explained at that time that we do not compensate for labor to a customerHe was offered a gasket kit for future use, this is something that has to be checked and replaced every year, At the time the customer seemed to understand and was agreeableI personally did not speak to the customer but this information is according to the notes in his file and a discussion I had with the Customer Service Manager.It should be noted that even though the cartridge heater was not working, the unit was not inoperable, the customer could continue to use the unit to heat his homeThe cartridge heater is only for start up, not operation, the customer does have the option of lighting the unit manuallyEngland's Stove Works warranty clearly states that we warranty parts, we do not offer in home service or monetary compensationI do apologize for any inconvenience this has caused the customerPlease do not hesitate to contact me with any further questions. Chris T***

To Whom It May ConcernI have spoken with he customer and England's Stove Works customer service has worked with the customer and he is satisfiedThe unit is up and runningThe customer was very pleasant and satisfied with the unitIf you need anything further, please do not
hesitate to contact me. Chris T***
***

To Whom It May Concern.I have spoken with he customer and England's Stove Works customer service has worked with the customer and he is satisfiedThe unit is up and runningThe customer was very pleasant and satisfied with the unit.If you need anything further, please do not hesitate to contact
me.Chris T***

To Who it may concern,
The model of the unit that the customer stated that he owns has several different sized brick inside the unitThe customer is correct that the larger brick is 4" wideBrick size is determined by the configuration of the wood stove itselfWhen a wood stove is
firebox lined, the brick width and size may have to be adjusted to have complete coverageThis is determined by the engineers and testing agencies.I have *** an owners manual that would have been provided to the customer at the time of purchaseThe brick sizes are spelled out on the parts list on page The customer is encouraged to contact customer support at *** and they can order the brick they require and have it delivered directly to their homePlease do not hesitate to contact me with any other questions or concernsChris T***
***

Dear *** ***,
I have reviewed the information provided by the consumer and have reached out to our Customer Service Manager regarding the complaintOur records indicate that the customer contacted England's Stove Works and the warranty on the product was followed, the
customer was sent a replacement cartridge heater two day by ** *** The customer did ask that we compensate him for the time and laborIt was explained at that time that we do not compensate for labor to a customerHe was offered a gasket kit for future use, this is something that has to be checked and replaced every year, At the time the customer seemed to understand and was agreeableI personally did not speak to the customer but this information is according to the notes in his file and a discussion I had with the Customer Service Manager.It should be noted that even though the cartridge heater was not working, the unit was not inoperable, the customer could continue to use the unit to heat his homeThe cartridge heater is only for start up, not operation, the customer does have the option of lighting the unit manuallyEngland's Stove Works warranty clearly states that we warranty parts, we do not offer in home service or monetary compensationI do apologize for any inconvenience this has caused the customer
Please do not hesitate to contact me with any further questions
Chris T***

To Who it may concern,The model of the unit that the customer stated that he owns has several different sized brick inside the unitThe customer is correct that the larger brick is 4" wideBrick size is determined by the configuration of the wood stove itselfWhen a wood stove is firebox lined,
the brick width and size may have to be adjusted to have complete coverageThis is determined by the engineers and testing agencies.I have *** an owners manual that would have been provided to the customer at the time of purchaseThe brick sizes are spelled out on the parts list on page The customer is encouraged to contact customer support at *** and they can order the brick they require and have it delivered directly to their home.Please do not hesitate to contact me with any other questions or concerns.Chris T***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.] Yesterday,10/26/VP of the company called me and this is what he said, "I am calling to tell you the same offer pretty much" RUDELYHe didn't mentioned the entire offer in his Email to Revdex.com and It was disappointing not telling the entire truth in his Email to Revdex.com. The OFFER Was:- They will send a tested unit to a YRC depot (Which is miles from my house) and I have to pick it up from thereThat unit is LB.- Have to pack up the old LB unit put it on the Pallet and bring it to the YRC Depot (Which is Miles from my house) to send it back to Englanders. This is what it will cost me to do what they are asking me to do:- I will need a Truck with Lift Gate and a Pallet Jack(Rental $350)- Hire guys to help me pick up, Pack and bring it to YRC Depot($300)- Getting a pallet jack and packing stuff ($50)- Uninstall the old and Reinstall the new one ($250) I am willing to pay for this. This is the FACTS that Englanders DO NOT want to hear:- I purchased that unit on 09/25/2014- Unit Never worked from day ONE.- Called *** *** on 11/10/*** *** connected me to Englanders Stove for troubleshoot- From 11/10/thru March, No solution to fix my issue were foundSpoke to multiple people at EnglandersTechs, managers- Summer started - Start of Winter Called again to Englanders and started the trouble shoot again.- They made me spend $on electrician because they wanted me to remove the thermostat- twice a week I've been talking to their technical department- I've been talking to Bianca (Manager) for past month now.- Finally VP of the company called and was pretty much rudeWhich explains company's way of doing business. I have been getting a run around for more than a yearI spent $1,Which is a lot of money for meWho lives pay check to pay check.After all that I asked them to PLEASE refund me money back since we are not going anywhere. I just Englanders to the right thing hard working people. Thank you*** ***
Regards,
*** ***

Dear Emilee Stevens,I have spoken to Mr*** directly and explained that
England’s Stove Works cannot offer him a full refund on the productMr
*** did purchase an England’s Stove Works product through The *** ***
Apparently The *** *** was not willing to go outside their
guidelines to
refund Mr*** his money for the unitEngland’s Stove Works cannot dictate
to The *** *** how they follow their guidelines.England’s Stove Works did offer Mr*** a factory tested
replacement unit? This offer was
extended to Mr*** several weeks agoMr*** refused the replacement unit
I contacted Mr*** just yesterday and explained that we could not refund
him the purchase price for the unit that he paid to The *** *** but we would
honor the offer we extended to him for a replacement unitMr*** was not
happy with that resolutionI feel that England’s Stove Works has made a reasonable offer
to Mr***, we have tried to make the customer happy and resolve the issue
that Mr*** has claimed he has been havingPlease do not hesitate to contact me if you need anything further
in this matter.Sincerely,*** ***Vice PresidentEngland’s Stove works, Inc

To Whom It May Concern.I have spoken with he customer and England's Stove Works customer service has worked with the customer and he is satisfied. The unit is up and running. The customer was very pleasant and satisfied with the unit.If you need anything further, please do not hesitate to contact...

me.Chris T[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
 
 
Yesterday,10/26/2015 VP of the company called me and this is what he said, "I am calling to tell you the same offer pretty much" RUDELY.
He didn't mentioned the entire offer in his Email to Revdex.com and It was disappointing not telling the entire truth in his Email to Revdex.com.
 
The OFFER Was:
- They will send a tested unit to a YRC depot (Which is 26 miles from my house) and I have to pick it up from there. That unit is 400 LB.
- Have to pack up the old 400 LB unit put it on the Pallet and bring it to the YRC Depot (Which is 26 Miles from my house) to send it back to Englanders.
 
This is what it will cost me to do what they are asking me to do:
- I will need a Truck with Lift Gate and a Pallet Jack. (Rental $350)
- Hire 3 guys to help me pick up, Pack and bring it to YRC Depot. ($300)
- Getting a pallet jack and packing stuff ($50)
- Uninstall the old and Reinstall the new one ($250) I am willing to pay for this.
 
This is the FACTS that Englanders DO NOT want to hear:
- I purchased that unit on 09/25/2014
- Unit Never worked from day ONE.
- Called [redacted] on 11/10/2014. [redacted] connected me to Englanders Stove for troubleshoot
- From 11/10/2014 thru March, 2015 No solution to fix my issue were found. Spoke to multiple people at Englanders. Techs, managers.
- Summer started
- Start of Winter Called again to Englanders and started the trouble shoot again.
- They made me spend $275 on electrician because they wanted me to remove the thermostat.
- twice a week I've been talking to their technical department.
- I've been talking to Bianca (Manager) for past month now.
- Finally VP of the company called and was pretty much rude. Which explains company's way of doing business.
 
I have been getting a run around for more than a year. I spent $1,903.62. Which is a lot of money for me. Who lives pay check to pay check.
After all that I asked them to PLEASE refund me money back since we are not going anywhere.
 
I just Englanders to the right thing hard working people.
 
Thank you
[redacted]
 
 
 
 
Regards,
[redacted]

To Who it may concern,The model of the unit that the customer stated that he owns has several different sized brick inside the unit. The customer is correct that the larger brick is 4" wide. Brick size is determined by the configuration of the wood stove itself. When a wood stove is firebox lined,...

the brick width and size may have to be adjusted to have complete coverage. This is determined by the engineers and testing agencies.I have [redacted] an owners manual that would have been provided to the customer at the time of purchase. The brick sizes are spelled out on the parts list on page 23. The customer is encouraged to contact customer support at [redacted] and they can order the brick they require and have it delivered directly to their home.Please do not hesitate to contact me with any other questions or concerns.Chris T[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]  Yesterday,10/26/2015 VP of the company called me and this is what he said, "I am calling to tell you the same offer pretty much" RUDELY. He didn't mentioned the entire offer in his Email to Revdex.com and It was disappointing not telling the entire truth in his Email to Revdex.com. The OFFER Was:- They will send a tested unit to a YRC depot (Which is 26 miles from my house) and I have to pick it up from there. That unit is 400 LB.- Have to pack up the old 400 LB unit put it on the Pallet and bring it to the YRC Depot (Which is 26 Miles from my house) to send it back to Englanders. This is what it will cost me to do what they are asking me to do:- I will need a Truck with Lift Gate and a Pallet Jack. (Rental $350)- Hire 3 guys to help me pick up, Pack and bring it to YRC Depot. ($300)- Getting a pallet jack and packing stuff ($50)- Uninstall the old and Reinstall the new one ($250) I am willing to pay for this. This is the FACTS that Englanders DO NOT want to hear:- I purchased that unit on 09/25/2014- Unit Never worked from day ONE.- Called [redacted] on 11/10/2014. [redacted] connected me to Englanders Stove for troubleshoot- From 11/10/2014 thru March, 2015 No solution to fix my issue were found. Spoke to multiple people at Englanders. Techs, managers. - Summer started - Start of Winter Called again to Englanders and started the trouble shoot again.- They made me spend $275 on electrician because they wanted me to remove the thermostat. - twice a week I've been talking to their technical department. - I've been talking to Bianca (Manager) for past month now.- Finally VP of the company called and was pretty much rude. Which explains company's way of doing business. I have been getting a run around for more than a year. I spent $1,903.62. Which is a lot of money for me. Who lives pay check to pay check.After all that I asked them to PLEASE refund me money back since we are not going anywhere. I just Englanders to the right thing hard working people. Thank you[redacted]    
Regards,
[redacted]