Hearth & Home Technologies

Review: Purchased pellet stove from Wood Heat and it was installed on 2/4/14. The installer, [redacted], informed me I would receive a credit for a 24" pipe that was not used on the install. Received the bill and there was no credit. I called [redacted], the salesperson, and he had no paperwork for a credit. He told me he would have to check with the installer. A week or so went by and we heard and received nothing. I took pictures of the stove and my wife brought them to [redacted] to show him the parts. [redacted] noted the receipt that the [redacted] store was to mail out check to customer and dated it 3/13/14. Weeks went by and again we heard and received nothing. Finally on 4/12/14 they sent [redacted], the installer, back to confirm the parts used. [redacted] called Todd, the owner, and told him a part was not used and we were due a credit. Again, weeks went by and we heard and received nothing. My wife called [redacted] and was told by him there was no paperwork for a credit. The installer told me if I had any problems to call Todd directly. I did so on 5/22/14 and left a message. I received no return call. I need assistance resolving this issue as I have not been able to do so working with this business on my own.Desired Settlement: Requesting credit due to be sent immediately or request stove is removed and full credit is given

Business

Response:

This issue was resolved with customer. Issue related to a claim that installer did not use horizontal pipe to vent into flue. Upon completion of job, subcontractor/installer had customer sign job completion form that has a large section labeled returns that was blank indicating no returns. Customer having signed that there were no returns combined with installer claiming he did indeed use a section of pipe into the chimney made it appear that there were no returns and therefore no refund warranted. We sent the installer back to the job to show the homeowner that there was indeed pipe into the wall behind the trim collar. The installer returned to the home and showed them there was indeed pipe into the wall where customer claimed there was not. At time of visit installer called and said that he never got a 12" length and a 12" length was not used. The customer followed up asking for a refund for a 12" length. Problem was customer was never charged for a 12" length so there was nothing to refund.