Evergreen Home and Hearth

In regards to customer complaint # [redacted] Customer (husband) first visited the business on 9/11/asking for the “lowest price possible” for a pellet stove Customer was shown a floor model that was actively being used for demonstration and was told that the stove was a discontinued model and because it was actively burning for demonstration purposes the unit qualified for a substantial reduction in priceCustomer was provided with live demonstration of the stove operatingHe was advised that the stove had an audible vibration noise which would not be able to be corrected and the latch assembly was loose and would require a new latchHe was told we would provide the latch free of chargeThe latch was later provided to the customer at no chargeThe customer was informed that the stove would be covered by days of warranty by Evergreen Home & Hearth at no charge as it was not covered by any other warranty due to it being a burned display from a discontinued manufacturerThe customer placed an initial deposit of $towards the purchase price on 9/11/ An additional deposit of $was placed on 9/24/and the final payment took place on 10/19/when they took possession of the stoveCustomer declined delivery and professional installation of the unit and purchased some venting to conduct his own installationyear later October 2016, the customer (husband) called and asked to speak with the owner They were immediately connected to one of the owners whom collected information about their complaint They were also contacted the same day by the original sales person that sold them the stoveAlthough it was more than months after the 90-day warranty had expired we offered that one of our service technicians would go their home and provide a free diagnostic evaluation and free estimates of repair as an additional courtesy to the customerThe customer agreed and we scheduled the free service call for 11/07/The following day customer’s wife called to say she did not like what her husband agreed to She was immediately abusiveShe was swearing and demanding that we give them their “ [redacted] ” money back She demanded a complete refund on the basis that they tried to contact us, a year ago, within the 90-day warranty window by coming into the store, sending emails and calling to speak with the sales person that sold them the stoveWe have no record of them attempting to contact us during that 90-day windowWe also did not have any attempted contact from the customer during the following spring or summerIt was explained by both the salesperson and co-owner that none of their attempts were on record anywhere and we would not have ignored their requestsThe customer’s wife was reassured we would be happy to come out and diagnose the problem and provide an estimate of repairs It was at this point that the customer’s wife indicated they had taken the stove apart and pieces were lying on their floor while trying to conduct their own repairs Co-owner explained that we could not diagnose the problem if the stove had been dismantled nor could we offer free repair services to put it back together again We also expressed to the customer that some of the problems they describe could be due to how the stove was installed but we would need the stove assembled to determine the cause Customer’s wife passed phone to husband whom threatened physical violence and that he was going to “dump the stove into our parking lot.” Customer was informed at that point that we would not provide any service at all and the call was terminated Customer has gone on to illicit their family and friends, whom have never done any business with us, to go on social media to disparage our company making this situation unresolvable

At time of purchase this customer was told that we could connect her new gas fireplace insert to an existing gas line, which is a service other fireplace dealers in the area may not have the appropriate licensing to provide.  This customer was told that she would need to arrange to have the gas...

line installed to the area that she wanted the new fireplace to be located.  In addition, she was told the new gas connection line would need to be installed in the back of the existing masonry fireplace to achieve her desired results.  At no point in time was this customer told that we run natural gas lines from the street into the house and in fact was told this would need to done ahead of time by the natural gas company and its affiliates.  Customer arranged for gas line installation for Oct. 9th and we have scheduled to complete our end of the installation on Oct. 10.  Customer has informed us that the gas line contractor may not be able to install the connection for the new fireplace in the required location in order for us to complete our end of the installation to her satisfaction.  This will have a negative impact on achieving her desired results for a clean installation of the new fireplace insert.  We have contacted the gas line installation company to verify where the connection needs to be placed and also have told the customer that she should not move forward with the services of the gas line installation contractor if in fact the connection cannot be located as required.  We have told the customer we will remove the new fireplace and provide her with a refund of her purchase from us if the gas connection cannot be installed in the back of her masonry fireplace as required for a clean installation.

In regards to customer complaint #[redacted]. Customer (husband) first visited the business on 9/11/2015 asking for the “lowest price possible” for a pellet stove.  Customer was shown a floor model that was actively being used for demonstration and was told that the stove was a discontinued...

model and because it was actively burning for demonstration purposes the unit qualified for a substantial reduction in price. Customer was provided with live demonstration of the stove operating. He was advised that the stove had an audible vibration noise which would not be able to be corrected and the latch assembly was loose and would require a new latch. He was told we would provide the latch free of charge. The latch was later provided to the customer at no charge. The customer was informed that the stove would be covered by 90 days of warranty by Evergreen Home & Hearth at no charge as it was not covered by any other warranty due to it being a burned display from a discontinued manufacturer. The customer placed an initial deposit of $100 towards the purchase price on 9/11/2015.  An additional deposit of $150 was placed on 9/24/2015 and the final payment took place on 10/19/2015 when they took possession of the stove. Customer declined delivery and professional installation of the unit and purchased some venting to conduct his own installation. 1 year later October 19 2016, the customer (husband) called and asked to speak with the owner.  They were immediately connected to one of the owners whom collected information about their complaint.  They were also contacted the same day by the original sales person that sold them the stove. Although it was more than 9 months after the 90-day warranty had expired we offered that one of our service technicians would go their home and provide a free diagnostic evaluation and free estimates of repair as an additional courtesy to the customer. The customer agreed and we scheduled the free service call for 11/07/16. The following day customer’s wife called to say she did not like what her husband agreed to.  She was immediately abusive. She was swearing and demanding that we give them their “[redacted]” money back.  She demanded a complete refund on the basis that they tried to contact us, a year ago, within the 90-day warranty window by coming into the store, sending emails and calling to speak with the sales person that sold them the stove. We have no record of them attempting to contact us during that 90-day window. We also did not have any attempted contact from the customer during the following spring or summer. It was explained by both the salesperson and co-owner that none of their attempts were on record anywhere and we would not have ignored their requests. The customer’s wife was reassured we would be happy to come out and diagnose the problem and provide an estimate of repairs.  It was at this point that the customer’s wife indicated they had taken the stove apart and pieces were lying on their floor while trying to conduct their own repairs.  Co-owner explained that we could not diagnose the problem if the stove had been dismantled nor could we offer free repair services to put it back together again.  We also expressed to the customer that some of the problems they describe could be due to how the stove was installed but we would need the stove assembled to determine the cause.  Customer’s wife passed phone to husband whom threatened physical violence and that he was going to “dump the stove into our parking lot.”  Customer was informed at that point that we would not provide any service at all and the call was terminated.  Customer has gone on to illicit their family and friends, whom have never done any business with us, to go on social media to disparage our company making this situation unresolvable.