Innovative Hearth Products

INNOVATIVE HEARTH PRODUCTS..terrible customer service for a known issue, after you buy their product
I purchased a fireplace "the Envy 40" from a local retailer the end of March They buy from a Distributor located in Whippany NJ, who in turns buys from the manufacturer Innovative Hearth ProductsAfter having the fireplace installed it was recommended by the installer to wait to start up the fireplace so the logs and rocks do not shift ..until ALL construction is complete(Stone, mantle, etc.) Otherwise I would be charged a service call to reposition the itemsAfter the work was complete, my installer returned to do a "start up" The fireplace had a delayed start when lighting ..gas built up and when it finally lit it was a rather scary ignition....because of the temperature build up the installer said to try it over night to see if the delay continued...It did and I called them the next morningThe installer called their distributor about the problemOver the course of a week or two, of phone calls back and forth , I was told to call the manufacturer too,,,Squeaky wheel gets the grease kind of thing...The manufacturer tells me that there is no warranty claim on my serial number I call my installer who calls the distributor who calls the manufacturer..etc etc etcIt comes out that this is a known issue with the unitBut it doesn't happen to everyone according to the manufacturer's tech people, OSHA was aware of this problem and told them because it did not happen to everyone's fireplace, there was NO need for a recall and they could handle it in houseTHEIR WORDS!! I'm not really comfortable with any type of explosion in my house, contained, controlled or otherwiseI NEVER RECEIVED word by mail, email or phone, that there might be a problem with the unit from any of the involved partiesAfter going back and forth , I find out that the manufacturer has upgraded the burner assembly in the new fireplaces being builtI asked to have one sent to me or the installer, so I can have it by the holidays and enjoy my new fireplaceThe manufacturer tells me that they don't have these parts....they are a LEAN manufacturer who does not keep stockI asked how you could not keep this part in stock KNOWING that this is an issue with some unitsA customer service rep told me , "well its lunch time here now and I will take your number and get back to you or we can discuss how this business is run and get all warm and fuzzy talking about Christmas for the next two hours." But this is a known problem ....cant you take one from a new unit off the assembly line ..they tell me that they don't do that and maybe there tech people got my fireplace confused with another one of their units...THESE are your tech people who had the serial number off of my fireplace and I told them the model too
So now here it is days before Christmas(I bought this in the end of March and installed it in the beginning of July during construction) and the manufacturer tells me that this part NOW must be built, .fabricated parts, some items must be bought and then assembled and MAYBE we can ship it out tomorrowThey are in the middle of a year end inventory and are closed for Christmas Eve and Christmas DayOtherwise after the holidaysNow even if I get this part, my installer is closed until January 8thI told the manufacturer that at this point, I wouldn't mind if you just came and took out your fireplace and I will purchase one from another manufacturer and they could cover the cost of repairs and materials Their response was," that this was my prerogative to pursue that course of actionHopefully we can get the part out to you tomorrow, if not after the holidays."
TERRIBLE CUSTOMER SERVICE