Mountain View Hearth Products

Hello ***, Thank you for contacting us. I'm sorry that the spade connectors are different on the rheostat. StCroix no longer makes the rheostat with the spade connectors that you need, they only offer this one. Regrettably, since this is an OEM component we do not
have an alternative for you. We would be happy to waive the restocking fee for you if you would like to return the rheostat. Optionally, since there is no other replacement, I will include instructions on how to modify this one to work. Please keep in mind that all parts are designed to be installed by a qualified service person, and modifications are sometimes necessary on any given part Changing spade connectors, option 1, Clip off the spade connector end from the rheostat that needs to be changed (one, or both)You can use scissors or needle nose pliers to do thisBe sure to leave a bit of loose end for wire nuts2, Clip off the spade connector end from the old rheostat3, Use a wire nut (available at any hardware store) to secure the two ends of wires togetherPlease note, both legs of the rheostat are "hot" and it does not matter which wire you snip and change4, Install rheostat Option 2.1, Clip off incorrect spade connector end w/ pliers2, Insert new spade connector end (available at any hardware store) over bare wire3, Use pliers to crimp end of spade connector on to wire4, Install rheostat I hope these instructions will allow you to modify the part and get your stove up and running. If you have other questions, or need further assistance please let us know

To Whom it May Concern:Mr*** placed an order online over the weekend, we have a 10% cancellation fee which is clearly listed in red letters on the checkout page Mr*** agreed to the 10% cancellation fee as well as the Terms & Conditions on our website by clicking the "I agree to
the terms and conditions" button on our website before ordering He was refunded promptly minus the 10% cancellation fee He credit card was charged as soon as he placed the order, however our bank requires business hours before a charge can be refunded which is why the credit was processed the next day Here is a link to our terms and conditions which clearly outline the 10% cancellation fee. *** Sincerely,*** ***Mountain View Hearth Products***

Complaint: ***I am rejecting this response because:
I kept e-mailing the seller about the issue with the brand new part and it took them weeks to want the part back Not once did the seller advise me to bench test the part out of the stove The bench test is no good The part needs to be in a working stove, to show that the wheel is not symmetrical and is hitting the stove wall
The serviceman cleaned up my old blower and put it back in the stove on January 16th Even though the old part is starting to fade, the stove stopped screeching Higgins Energy is a reputable pellet stove and service industry They even do business with the seller
I am attaching the initial test video done after installation on December 29th which clearly shows the wheel is not symmetrical
Sincerely,*** ***

Customer is returning part for credit

To Whom It May Concern,
We had asked for measurements on the parts numerous times, but the customer was unwilling to provide them The customer left a negative review on Facebook in which he stated he has an EFII insert The part he ordered is not compatible with his model
In an effort to resolve the issue we have waived the restocking fee on a return The customer has yet to send the parts back We are unable to offer a refund until the parts are returned

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I accept this letterI just wanted a record of thisI only said ok to ordering it because the sales person said it was my model and it fitI looked at there Facebook page and they did the same thing to me as someone else so who knows how many others they did it too The 2nd lady I talked to when I was trying to return it was the rude oneShe was saying I shouldn't of bought it if I knew it wouldn't fitI didn't know it wouldn't fitI took there sales person advice telling me it was for my modelThen she was telling me it was like buying tires you measure them then go to the store and buy themI told her I don't know how to order tires so if take it there and have the salesman tell me what I need and go by his wordThen she repeated it to me again telling me this Analogy was the same as buying glass from herI kept telling her I don't know how to order tires and they refund you full priceNo one charges 20% to take same thing backShe kept giving me attitude like I was stupid the whole time when there sales person told me it'd fitAnd I don't smoke drink or cuss thank you very much

Hello ***,
We are very sorry that you had a problem with the part that you ordered Per our Terms Of Use, we do require all parts to come back for testing Parts are tested per the manufacture's requirements Napoleon requires the motor to be hooked up directly to power, and
allowed to run Which is what we have done This is why we advised you to bench test the motor outside of the stove, as we have doneThe video that we sent you confirms that the impeller wheel is in balance If it were not in balance the impeller wheel would wobble when tested out side of the stove We are going to let the motor run for an hour today If we are unable to replicate your problem, the motor will be returned to you and the $diagnostic fee will be waived.
I have checked, and unfortunately Higgins Energy is NOT a Napoleon dealer If they were, they would be familiar with Napoleon's policy If the motor is not installed correctly with all four bolts evenly tightened, the motor will become torqued and the off balance impeller wheel and noise problem will happen.
Unfortunately, we do not cover any fees or labor costs associated with installation.
You can view the motor being tested here: https://photos.google.com/share/AF1QipMPxosLN1WhXBBiWnT_tH1qlSQNcvY5EHK3eOJm5oTU...⇄

Complaint: ***I am rejecting this response because: the convection blower that was sent to me has male connectors AND NOT FEMALE CONNECTORS SO I AM UNABLE TO USE ITI sent a picture of my old convection blower with female connectors (open & uncrimped) to show you want I need
When you receive the product you will see that the endings are crimped (male) and can not connect with the stove's male connectors
I have to reorder this part with Angela in Enviro mass supplier of pellet stove parts who has verified that the crimped connectors are errors in manufacturing and needs to be returnedAngela checked her entire inventory of 50-and they all have uncrimped female connectors
I have returned the convection blower by UPS on Wednesday and would like to be refunded the entire $immediately so I can purchase the correct part ASAP
this company reneged sending the adapters and just called to say that I am suppose to rewire my pellet stove just to avoid releasing that the part they sold was defective
there is no need to have a tech rewire my pellet stoveI just need a company to supply the correct connections that are uncrimped and female so I can connect & run my Enviro EFmachineSincerely,*** ***

Complaint: ***I am rejecting this response because:
I don't care what your "terms, etc." are because that has nothing to do with YOUR mistake in listing the shipping fee incorrectly which is what caused this whole mess in the first place! I insist you refund me the $I paid for overnight shipping when I ended up receiving the part the same day I would have gotten it had I opted for free shipping, and again, BECAUSE OF YOUR MISTAKE!! I refuse to back down or give in to your so-called policies.
Sincerely,*** ***

To Whom It May Concern,
We have attempted to resolve this matter directly with the customer, per our company policy Terms & Conditions Ms*** claims we are unwilling to stand behind the product, which is untrue Per our Terms & Conditions, Ms*** must return the
defective part to us, at her own cost for warranty replacement She has refused to send the part back despite us extending her day warranty another days to give her ample time to return the product Ms*** then proceeded to do a credit card charge back, which her credit card company approved On 8/12/$was credited to her Discover card ending in *** Ms*** still has not returned the "defective" part
Please see attachment showing proof of refund, e-mail correspondence with warranty return information, company Terms & Conditions, as well as Ms***s original invoice with payment type
Sincerely,
Nicolette C***

Complaint: ***I am rejecting this response because:
The dollar amount for UPS over night delivery was on YOUR website, therefore was YOUR mistake, not the mistake of UPSIt was YOUR responsibility to make sure the information on YOUR website is updated and correct! I was not informed of YOUR mistake until late Monday evening when you contacted me by phoneBecause of YOUR mistake I did not receive the part I ordered ANY SOONER than I would have had I chosen the FREE 1-day delivery you state on your websiteI'm out over $for a service I could have gotten for free, with the exact same ending result! What's wrong with this picture?! I want my money credited back!! YOU should be out this money, not me because it's your mistake that caused all this in the first place!Sincerely,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear The web sight was misleading, I typed in enviro maxx and it came up with the wrong part number, I realized only minutes after I placed the order that it was wrongI called instantly with in a few minutes to explain there search produced the wrong part numberThey were closed so I left a detailed message explaining the situationI then called them the next business day to which I was told I would be refunded all except 10% in a very cocky toneIn which I still have not been refunded? I have also been informed this 10% cancel fee may be illegal and I am still working on thatI guess I would simply ask how would you feel if you placed an or00der based on the description of a particular web sights search only to realize literally minutes later that the part number was incorrect then call find there closed leave a detailed message explaining what happened then call again the next business day only to be treated in a very disrespectful way over $11.00 10% fee to cancel an order in which there web sight produced a different part number with the same description for what you were trying to orderI'm sorry but I work with customers all day and if they were mislead for the way I described something and in good faith they felt they shouldn't be charged, I promise you if it was over $for something I did literally nothing to ear,n I can assure you I would not charge themI still have not been refunded for what they originally agreed to refund meI will file a fraud charge with my bank if I here nothing from them today
Regards,
*** ***

We ordered a replacement part for our Vermont Castings woodstove from Mountain View Hearth. It was to replace the part we had used for over four years. After using the new part for just SIX WEEKS, it warped so badly that it won't stay in place.
Mountain View Hearth refused to give us a replacement or refund, and said that it was our fault for the way we had been firing the stove (the same as for the four years previous.)
This company has lower prices than others in the same business; however, it is obvious why. Their customer service is horrible! I don't recommend dealing with this company.

Ms. [redacted],
 
Thank you for sharing your thoughts and concerns with us.  The product that you ordered has a 1-2 business day processing time, unfortunately, due to the time of day you ordered the product we were not able to ship it out the same day (Friday) that you ordered.  We...

contacted you on Monday, the next business day to let you know there had a been a UPS pricing discrepancy.   Even though UPS had made a pricing mistake, we still honored the quoted price and shipped your product Next Day Air.  
We do not offer weekend delivery, this and the 1-2 day processing time are clearly noted on our checkout page.  We regret if you didn't see that information when you placed your order.  
Sincerely,Mountain View Hearth Products.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I received the box containing the part (which I hope is a replacement).  This part is waiting for installation scheduled for Friday, February 17th.
 
Sincerely, [redacted]

Hello, We do not cover return postage, however we understand your frustration with the product and would be happy to make a one time exception for you.   The label will be e-mailed to you and is good for a pre-paid flat rate envelope at the post office.  Please be sure to place the rheostat into a protective box before placing it in the envelope.  If the rheostat is damaged we will be unable to refund you, and the part will be returned to you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matterI purchased a part based on there website search, I noticed right away after the
purchase it was the incorrect part number all though it looks almost exactly the
same. With in 5 minutes of the purchase I called and they were closed. I left a
detailed message asking them to cancel the order because It was the incorrect
part number. I also called the next business day to confirm the cancelation and
I was told It has not even been processed yet so I will have to wait 24 hours
for the charge to go through and then they will refund me. I was then informed
there is a 10% cancelation fee. I explained to her I called 5 minutes after to
cancel based on the picture supplied on there website it looks almost exactly
the same but it is the wrong part number. She in a very sarcastic way said there
is still a 10% cancelation fee. From what I have been informed by an online lawyer- regulations give consumers an unconditional right to cancel an order. This is to allow the consumer the opportunity to examine the goods or consider the nature of a service. If a consumer cancels an order, written notice must be given to a seller by:goods ? seven working days from the day after that on which the goods are received by the consumer;
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I have confirmed the credit with my credit card company. No further action is necessary.
Thank you. [redacted]

To Whom It May Concern:   I personally attempted to contact  this patient  on 10/11/16 to take care of the complaint. There was no method of leaving a message and there was no answer. The balance was written of on 1/25/2017.  I believe this concludes this complaint.

I got this receipt in my email showing a part number that was sent but I had no idea that was not the part I ordered until I received it.
This is a once in a lifetime purchase for a part that I had no familiarity with prior to ordering.
I just went into their website and ordered the part they had pictured which was exactly like mine but they sent me a different part.
Getting a receipt with that part number on it did not mean anything to me since I was not familiar with their parts number.
I had no reason to double check my receipt to make sure this was correct. I just saw the part I needed on their website and ordered it.
Why would any business not want to correct this. It will cost them so much more with a credit card payment dispute as well as good will from the customer than it would have to simply send the correct part that I ordered.