England's Stove Works, Inc.

Dear [redacted],I have reviewed the information provided by the consumer and have reached out to our Customer Service Manager regarding the complaint. Our 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 [redacted] The customer did ask that we compensate him for the time and labor. It was explained at that time that we do not compensate for labor to a customer. He 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 agreeable. I 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 home. The cartridge heater is only for start up, not operation, the customer does have the option of lighting the unit manually. England's Stove Works warranty clearly states that we warranty parts, we do not offer in home service or monetary compensation. I do apologize for any inconvenience this has caused the customer. Please do not hesitate to contact me with any further questions. Chris T[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]

Dear Emilee Stevens,I have spoken to Mr. [redacted] directly and explained that
England’s Stove Works cannot offer him a full refund on the product. Mr.
[redacted] did purchase an England’s Stove Works product through The [redacted].
Apparently The [redacted] was not willing to go outside their...

guidelines to
refund Mr. [redacted] his money for the unit. England’s Stove Works cannot dictate
to The [redacted] how they follow their guidelines.England’s Stove Works did offer Mr. [redacted] a factory tested
replacement unit.  This offer was
extended to Mr. [redacted] several weeks ago. Mr. [redacted] refused the replacement unit.
I contacted Mr. [redacted] just yesterday and explained that we could not refund
him the purchase price for the unit that he paid to The [redacted] but we would
honor the offer we extended to him for a replacement unit. Mr. [redacted] was not
happy with that resolution. I feel that England’s Stove Works has made a reasonable offer
to Mr. [redacted], we have tried to make the customer happy and resolve the issue
that Mr. [redacted] has claimed he has been having. Please do not hesitate to contact me if you need anything further
in this matter.Sincerely,[redacted]Vice PresidentEngland’s Stove works, Inc.

Dear Emilee Stevens,I have spoken to Mr. [redacted] directly and explained that
England’s Stove Works cannot offer him a full refund on the product. Mr.
[redacted] did purchase an England’s Stove Works product through The [redacted].
Apparently The [redacted] was not willing to go outside...

their guidelines to
refund Mr. [redacted] his money for the unit. England’s Stove Works cannot dictate
to The [redacted] how they follow their guidelines.England’s Stove Works did offer Mr. [redacted] a factory tested
replacement unit.  This offer was
extended to Mr. [redacted] several weeks ago. Mr. [redacted] refused the replacement unit.
I contacted Mr. [redacted] just yesterday and explained that we could not refund
him the purchase price for the unit that he paid to The [redacted] but we would
honor the offer we extended to him for a replacement unit. Mr. [redacted] was not
happy with that resolution. I feel that England’s Stove Works has made a reasonable offer
to Mr. [redacted], we have tried to make the customer happy and resolve the issue
that Mr. [redacted] has claimed he has been having. Please do not hesitate to contact me if you need anything further
in this matter.Sincerely,[redacted]Vice PresidentEngland’s Stove works, Inc.

Review: I purchased a pellet stove in February 2013 from [redacted]. We used it for the remainder of the heating season. We did not use it over the summer of course. Since we first used it I have followed the manufacturors recomendations on how and when to clean it. I serviced it before using it again this heating season as they recomended. I checked all the gaskets, blowers etc. However, we have had a lot of problems with it shutting down. I have contacted support several times to try and resolve the issues. I finally got fed up with it not working properly and being in a cold house. I told them I just want my money back so I can get something that works correctly and will keep my house warm. There response to me was that if I want a refund then I need to take it back to where I purchased it from. I called [redacted] and was told that the return policy is 30 which we are well passed.

Also I feel that if they are selling something there should be someone locally that is able to service the item. Someone who is able to diagnose the problem and fix it. They do not have anyone to fix it. They just tell what the problem might be how you might be able to fix it.Desired Settlement: I would just like to get my money back.

Business

Response:

To whom it may concern;

England's Stove Works has contacted [redacted] numerous times. We did speak with her on 12/16/13 and at that time discussed the issues that she was having with her unit, [redacted] had the unit running so we could not complete the diagnostic on the unit. We made an appointment for the following day at a specific time. When we reached out to her at that time, she was not home and we made another appointment so she could be home. England's Stove Works has made no less than 3 appointments with [redacted] and have tried to contact her each time and she either does not answer or is not home. We have also made numerous calls at random times to follow up with [redacted].

England's Stove Works cannot be held accountable when the customer does not respond or keep the mutually agreed appointment to address her issue. We will be glad to help [redacted] when she can arrange a time and be available at that time.

Review: We purchased a pellet stove (Insert) manufactured by this company. It has had multiple issues, and is now currently useless. Any attempt at getting the stove repaired or replaced has been completely fruitless. The product is a mass of defects, including electronics, fans, motors and the auger system. Because of these issues, we cannot heat our home properly. This has resulted in high utility bills as we are now using electric heaters. This is a health issue as we live in a cold climate.Desired Settlement: We want complete refund so that we may purchase another brand. Or, barring that, we want a replacement wood stove, not pellet.

Business

Response:

To Whom It May Concern,

I have researched the customer's complaint. I have contacted the store that the customer purchased the unit, [redacted], **. It is my understanding that the store is removing the unit from the customers home and the customer has agreed to reinstall another unit into the home. At this time I am not sure if it is one of our units or another brand. This should satisfy the customer request and the complaint should be considered satisfactory resolved.

Please do not hesitate to contact me if you need additional information.

[redacted]

Review: I purchased a Pallet Stove from [redacted] (Englanders Stove Model # [redacted]) on 09/25/2015.

I called [redacted] back on 11/10/2015 stating that Stove doesn't work. No good flame, Thermostat, and Pallets are getting stuck.

[redacted] refer me to Englanders Stove Technical Department. I spoke Tech: Tyler. Tech: Eric. Tech: Travis.

Every time I do troubleshooting I have to run tests which takes a week or so. I have made multiple calls to Englanders and was given a run around. At the end I asked them to refund me back $ 1,861.05 (Price of the Stove) They said, They wont do that. After all the stress I woke with Manager Bianca Hill @ [redacted]. Per Bianca She will send me a tested one and I have to go pick it up and return the old one back. These units approx 350 lbs. I need man power and lift gate to do that. Which will coast me $750 with help, rental lift gate truck, bring the old back and pick up the new one.

I already spend $275 on electrician visits. which didn't even needed.

I also, Told Bianca That I will pick up the old one because I have no choice and I am stuck. But if they need the old one they going have to pick it up from my house.As of today nothing will happen per Bianca. They are keep saying warranty issues. But I have the problem with the unit in 2 weeks which I reported to [redacted] and Englanders Stove.

- I just want my refund and go to a different company.

Thank you.

[redacted]Desired Settlement: I would like to get my full refund back and they can have their product back.

Business

Response:

Dear Emilee Stevens,I have spoken to Mr. [redacted] directly and explained that

England’s Stove Works cannot offer him a full refund on the product. Mr.

[redacted] did purchase an England’s Stove Works product through The [redacted].

Apparently The [redacted] was not willing to go outside their guidelines to

refund Mr. [redacted] his money for the unit. England’s Stove Works cannot dictate

to The [redacted] how they follow their guidelines.England’s Stove Works did offer Mr. [redacted] a factory tested

replacement unit. This offer was

extended to Mr. [redacted] several weeks ago. Mr. [redacted] refused the replacement unit.

I contacted Mr. [redacted] just yesterday and explained that we could not refund

him the purchase price for the unit that he paid to The [redacted] but we would

honor the offer we extended to him for a replacement unit. Mr. [redacted] was not

happy with that resolution. I feel that England’s Stove Works has made a reasonable offer

to Mr. [redacted], we have tried to make the customer happy and resolve the issue

that Mr. [redacted] has claimed he has been having. Please do not hesitate to contact me if you need anything further

in this matter.Sincerely,[redacted]Vice PresidentEngland’s Stove works, Inc.

Consumer

Response:

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,

Review: I purchased a [redacted] in January of 2010 and have not had one season where this stove has worked consistently. In fact, the stove is always difficult to start and had left us with no heat on several occasions. I had to just recently order a part for our stove. a lower auger motor which was $148 and then they gouged me with a $81 next day shipping for an item that was less than 2 lbs. I understand how pellet stoves work as I've use them my whole life and This product is inferior to others on the market and the prices they charge for replacement parts is just criminal. I'm not a mean person and feel it necessary to speak with an executive to correct this problem. 3 year old stove---multiple replacement parts---gouging on shipping costs. unacceptable!!Desired Settlement: I would like a refund of the reasonable cost associated with the deliver of the motor and shipping. I would like to speak with an executive to discuss a replacement of the unit or possible shipping of the unit with replacement while they inspect my unit. something to show they are an actual company that cares about there customers and not bein left out in the cold, literally.

Business

Response:

To Whom It May Concern;

I have reviewed the complaint and our internal notes on this customer. I looked into the issue that the customer described. I called the customer and explained that we did not over charge him for the shipping as he felt we had. The customer contacted England's Stove Works customer service on 11/8/2013, this was on a Friday. the customer requested that the part that he was purchasing be shipped [redacted] shipping. I explained to the customer that standard shipping is $12.50, however by shipping [redacted] and the next day being a Saturday we received a quote from [redacted] and that is what he was charged. Also I made sure that the customer understood that [redacted] classifies this part as weighing 4 pounds, not the 2 pounds as described in the complaint.

I also addressed with the customer the issue that he says he has replaced numerous parts on the unit. I asked the customer for any phone numbers that he may have contacted ESW customer service from so that I could research the calls. Thru the phone system history I was able to find 3 calls from the number provided by the customer. 11/7/2013 and two on 11/8/2013. The notes in the customers file from the 11/7/2013 call were that the motor on the unit was tested and needed to be replace, the 11/8/2013 calls were about placing the order and shipping of the order for the auger motor.

I do not have any purchases from the customer in our internal system. the customer did say that he had received replacement parts from an outside source for his unit.

I feel that we have stood behind our product and assisted the customer when it was needed. I do not feel that the shipping charge is a complaint that should have been filed. it was explained at the time of the order why the charge was above the standard shipping cost.

Please feel free to contact me if you need anything further.

Review: Purchased from [redacted] (Distributor)-did not work. called Help Desk at England's Stove Works. Told me to take apart the back & side panels. Was asked if fan's intake & exhaust were working. Intake working but exhaust was not. Was told to take fan off; spun it, and got it to free up. This is when I noticed pellets like little tiny [redacted] in fan housing. I asked the 'help desk" if there should be anything in there and they replied "NO." England's Stove Works putting or leaving in a large amount of magnetized pellets that are used for sand blasting in exhaust fan/or when it is mounted too. In time, these pellets will get sucked up into fan/maybe auger. This will cause a malfunction. AS OF TODAY (1/1/2014) THE AUGER HAS GONE OUT.Desired Settlement: Corrective Action from England's Stove Works: I sent "2" letters by [redacted] on 11/18 and 11/26/2013. Delivery was received & signed for. A telephone call from [redacted] was received from the first letter sent- with a poor explanation that it could happen in "1 in every 1000 cases." I purchased a second one from [redacted] in Modesto and had the same problem. No response from the second letter sent on 11/26/2013. A VIDEO WAS RECORDED WHILE DISSASSEMBLING TO SHOW THE PELLETS WERE IN THE SECOND ONE ALSO.

Corrective Action from [redacted] in California and corporate. (a customer complaint form has been filled out also.) Spoke to [redacted] on 12/19/2013 at 4:30 pm at the Modesto, CA store. He had "no" knowledge or did not try to speak to anyone higher then he was for an answer. [redacted] was no help at all.--Bad customer service.

Business

Response:

To Whom It May Concern;

I have contacted the customer and the customer wanted to express his concern over our quality control inspections before the units are shipped to the customer. I have noted the concern and I am having a review of the procedures. I have met with the shift managers and they are stressing the importance to the ** inspectors the importance of following procedure. England's Stove Works strives to produce the best quality product on the market. Customer comments and observations are always appreciated, this keeps us mindful of the product that we are producing.

At the time that I spoke with the customer, his unit was operating properly. I have given him my contact information for future reference.

Consumer

Response:

I have reviewed the offer 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.

This complaint has not been taken care of by the England Stove Works due to lack of knowledge of the issue. [redacted] spoke to the Vice President [redacted] and was told he was going to look into the manufacturing of the stove. Never heard anything back so this is just an excuse to see if I will drop the complaint. NOT GOING TO. If this is not taken care of, I will make sure the paper, and television complaint department hears about this. All I am getting from this company is "nothing. This stove is working because I have fixed it when a problem arises (x3)-only working since Nov. of 2013. I have been trying through [redacted] Corporate Office and here locally to find out where the second one that I purchased and returned which had the same problem as the first one.

Regards,

Review: Ever since we purchesed our pellet stove , we have had nothing but problems with it ,At first the auger wasent working, come to find out they had a short auger in it without a set screw, so sent me anotherr auger, then the control panel was suppose to be preset for a thermastate install . the ingnighter went out had to pay some one to fix that , tech support said it was because the control board wasent set for low burn so it caused the ingnighter to go out, they sent me a new one, this whole time while it was under warrenty I was asking for a different stove because this one had too many problems ,they just said no and sent me parts.now on the phone again because yesterday it was shooting out to many pellets and causing a big burn and I had to shut it down and clean it out, now today on the phone with [redacted] because it wasent shooting down any pellets, they told me to reset the ai intake and that the auger was probly plugged up . the fake brick broke when he told me to stick a wire up inside to release the pellets, and I ask just for a different stove he said no cuz the warrenty is up, I explained that I have always had trouble with this stove from day 1 also I asked if they could send me a new fake brick due to this one breaking cuz of the over burn made it weak and when I poked the wire inside like he told me to it broke, he said due to the warent bieng expired I would have to pay for one ,, this is our only source of heat again I asked for a different stove and he said he would write it down but nothing would happen , I said maybe the Revdex.com could help me and he said you wouldnt help, so here I amDesired Settlement: I would like a diferent stove I paid [redacted] for this stove and have had to many problems with it , I looked up the complaints and there have been several I just one a different stove,, thank you for your help in this matter

Business

Response:

Dear [redacted],

I have have reviewed the complaint filed by [redacted], Revdex.com Case# [redacted]. The unit in question was purchased on or about 9/24/2010. I personally spoke with [redacted] on 10/4/2010, at that time she stated her desire to change units because she felt that she really wanted a double auger unit instead of the single auger unit that she purchased. We explained to her that this model has been sold for quite awhile and that customers were happy with the unit. [redacted] at the time was not convinced that she wanted a single auger, she still requested an exchange for a double auger unit. [redacted] did contact England's Stove Works customer service about her auger not operating. It was determined during the conversation that the auger was jammed with pellets, once the jam was cleared the unit operated. [redacted] contacted England's Stove Works about a cartridge heater issue, she had hooked the unit to a thermostat and the unit was continually cycling on and off, we explained to them how to change the setting for the thermostat and the issue would be resolved. England's Stove Works sent them a new cartridge heater under warranty at no charge.

Since the time that [redacted] purchased her unit, she has wanted to exchange it for another style of unit. We have explained that we do not do exchanges. It was explained to her very early on that any exchanges would have to be dealt with through the company that she purchased the unit from. It has to also be noted that [redacted] is required by the manual instructions to replace gaskets yearly to maintain the unit so that the unit will operate and perform properly. To date she has not followed manufacturers instructions.

I have reached out to [redacted] as of 10/1/13, the unit was operating properly. I will be glad to answer any questions you may have on this issue.

Regards,

[redacted]England's Stove Works