Mountain View Hearth Products

Hello,
 
Please find attached our Terms of Use, as well as a save of our Checkout page.  You can't see the full checkout page, so please visit https://www.stove-parts-unlimited.com/one-page-checkout.asp to view them your self. You may need to add something to your shopping cart and then click on checkout to view the checkout page.  However, everything is also in our Terms of Use which customers must agree to before placing an order on our website.   If you have additional questions, please let me know.

Complaint: [redacted]I am rejecting this response because: MOUNTAIN VIEW PRODUCTS DID NOT FULLY REFUND THE ENTIRE AMOUNT OF $279.60 AS PER EMAIL AND OVER THE PHONE CONVERSATIONS. I HAVE ALSO NOTIFIED THE CREDIT CARD COMPANY OF THIS PROBLEM.
THIS COMPANY IS GIVING OUT WRONG INFORMATION REGARDING ENVIRO EF5 JUST TO RETAIN THE RESTOCKING FEE OF $55.92. I COPIED AND PASTED ONE OF THE EMAILS SENT TO ME:
DEC 27, 2016  |  03:32PM MSTAaron H[redacted] replied:
 
Hello Ma’am,
I was informed that Enviro has updated the stove and the blower inside the stove, the wires in the stove are now male and the wires on the blower are female. This is reversed in your older model, in which the wires in the stove are female and the connectors on the blower motor are male. There are no blowers with male connectors being made any longer at this time, Enviro only sells the kind with female connectors, as confirmed when you called Angela earlier today. You will have to switch the wires in the stove, by clipping the female connectors off and crimping male connectors on instead. There is no other option for a blower replacement since the part is no longer manufactured with male connectors.
Thank you for your time.
 
ON 12/27/16, I EMAILED STATING THE FOLLOWING:
 
1. This company should notify consumers of these changes if this is the case on their website. THERE IS NO PICTURE OF THE CONNECTOR ENDINGS ON THEIR WEBSITE !
2. This company should follow through with sending adapters to consumers as promised over the cell phone conversation *Supervisor involved 
3. If company is unable to send adaptive cables as promised, consumer should be allowed to return defective convection blower for a complete 100% refund
 
SO I AM STILL WAITING FOR THE REFUND OF $55.92
[redacted]

Hello,
 
We are very sorry that you had a problem with the blower that you purchased.  However, as you are aware, Enviro confirmed that motor is only shipped with female spade connectors, and there is not another version available.  We are happy to accept a return on the product,...

however since Enviro confirmed the product was correctly manufactured, the restocking fee will apply.  
Due to the fact that the motor for the EF-5 is only available with female spade connectors, we recommend changing the spade connectors in your appliance from female to male to ensure compatibly with future parts.    Replacement parts are designed to be installed by a factory trained technician, and it is common to change the wiring connections.  We regret that this has caused you an inconvenience. 
Your first photo showed male connections on the motor and we thought that the product was incorrectly manufactured, which is why we offered to send the adapter.  You then indicated that was actually a photo of the wiring for the previous blower, which is why we are not sending an adapter.  The photos that you sent confirm you did receive the correct part as they show the female spade connectors on the motor.  If you have any other questions, or need direction on how to switch the connections in the stove, we would be happy to assist.

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: full refund and return shipping.
I want to note that I am returning the part undamaged and not tampered with in the original box with packing peanuts.   The box is in the original padded envelope because the local postoffice does not stock the padded envelopes.   The package is well taped.   If there is any damage from shipping, I would expect the Priority insurance would cover it once presented with the damage.  I would appreciate a confirmation of receipt of the rheostat in its original condition.
Sincerely,
[redacted]

Mr. [redacted] placed an order on our website for part number [redacted] (see attached invoice).  He used our chat program to report that he received the wrong item.  We apologized and asked him to send a photo showing the part he received.  Mr. [redacted] sent a photo showing part number...

[redacted], which is what he ordered.  (see attached photo) 
We have offered to let Mr. [redacted] return the part, however we do have a 20% restocking fee per our Terms & Conditions which he agreed to.  (see attachment) 
 
 
PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING THIS WEBSITE.
All usersof this site agree that access to and use of this site are subject to the following terms and conditions and other applicable law. If you
do not agree to these terms and conditions, please do not use this site.
Returns & CancellationsAll orders are subject to a 10% cancellation fee. We can not cancel your order if it has been processed. Due to our automated orderprocessing system we are unable to change or add to an order after it has been placed. We apologize for the inconvenience. Mostproducts have a 30 day return period. Items that are not returnable are circuit boards, special order parts, all custom cut gaskets andother select electronics. If you find that you need to return something, please call or e­mail us for return instructions. You will berefunded the original purchase price minus a 20% restocking fee. Your original shipping cost will not be refunded. All returns must besent back pre­paid, with a tracking number, in the original packaging and unused. We do not reimburse for any fees that you incur tosend the product back to us. You will not receive a refund unless you first contact us for authorization to return the product, andprovide us with a return tracking number. All products will be tested before a refund will be issued, if the product is not in properworking order you will not receive a refund. Returns with out an RMA or returns sent to the incorrect address will be charged a 30%restocking fee. Any order that is refused will be charged a 30% restocking fee.
Product WarrantyMost products carry a warranty, for details on the product warranty please see the product page. Due to their sensitive nature,electronics carry a 30 day warranty. If you find a product to be defective in this time period please contact us for return instructions.You are responsible for the cost of returning the defective product to us for testing. We will cover the cost of sending you areplacement product via ground shipping. Under warranty replacement you will not receive a cash refund, we will replace the productif it is proven defective. If a product is determined "good" with no defect there will be a flat $20 fee for return shipping of the item anddiagnosing the part. OEM parts are covered under the manufactures warranty. If a part is installed in a brand or model other thanwhat is listed in the part description the warranty will be null and void. Any tampering or modifications to a part or product also voidsthe warranty.
ShippingDifferent products ship via different carriers. Most of our products ship via FedEx or UPS. A few snap discs and gaskets ship via USMail. Not all of our warehouses automatically provide us with tracking information. If tracking information is automatically provided itwill be available online. If there is no information available online feel free to call to check the status of your order. Most productsship in the time frame given underneath the product price. Some products with long lead times are special order products that haveto be brought in from the manufacturer before they can ship. Some Osburn parts will ship directly from the factory in Canada. Pleaseallow extra time for products to clear customs. Any damage during shipment has to be reported within 5 business days of receivingthe item. Failure to report damage within this time will result in the claim being denied.
Free ShippingFree shipping applies to parts orders over $49 and over. Your whole order must total $49 or more to receive free shipping. Freeshipping is not available to Hawaii, Alaska, or Canada.
Restocking FeesA 20% restocking fee will be charged on all returns.Returns received with out proper paperwork or an RMA number, or returns sent tothe incorrect address will be charged a 30% restocking fee.
BackordersIn the event that a product is on back order the customer will be notified and given the option of canceling their order or waiting forthe product to arrive. We make every effort to keep our site updated with back order information, however we may occasionally misssomething.
CopyrightThe entire content included in this site, including but not limited to text, graphics or code is copyrighted as a collective work underthe United States and other copyright laws, and is the property of Mountain View Hearth Products Inc.. The collective work includesworks that are licensed to Mountain View Hearth Products Inc.. Copyright 2016, Mountain View Hearth Products Inc. ALL RIGHTSRESERVED. Permission is granted to electronically copy and print hard copy portions of this site for the sole purpose of placing anorder with Mountain View Hearth Products Inc. or purchasing Mountain View Hearth Products Inc. products. You may display and,subject to any expressly stated restrictions or limitations relating to specific material, download or print portions of the material fromthe different areas of the site solely for your own non­commercial use, or to place an order with Mountain View Hearth Products Inc.or to purchase Mountain View Hearth Products Inc. products. Any other use, including but not limited to the reproduction, distribution,display or transmission of the content of this site is strictly prohibited, unless authorized by Mountain View Hearth Products Inc.. Youfurther agree not to change or delete any proprietary notices from materials downloaded from the site.
TrademarksAll trademarks, service marks and trade names of Mountain View Hearth Products Inc. used in the site are trademarks or registeredtrademarks of Mountain View Hearth Products Inc.
Warranty DisclaimerThis site and the information on this site are provided "as is" and without warranties of any kind, whether express or implied. To thefullest extent permissible pursuant to applicable law, Mountain View Hearth Products Inc. disclaims all warranties, express orimplied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose and non­infringement.Mountain View Hearth Products Inc. does not represent or warrant that the functions contained in the site will be uninterrupted orerror­free, that the defects will be corrected, or that this site or the server that makes the site available are free of viruses or otherharmful components. Mountain View Hearth Products Inc. does not make any warrantees or representations regarding the use of thematerials in this site in terms of their correctness, accuracy, adequacy, usefulness, timeliness, reliability or otherwise. Some statesdo not permit limitations or exclusions on warranties, so the above limitations may not apply to you.
Limitation of LiabilityMountain View Hearth Products Inc. shall not be liable for any special or consequential damages that result from the use of, or theinability to use, the materials on this site or the performance of the products, even if Mountain View Hearth Products Inc. has beenadvised of the possibility of such damages. Applicable law may not allow the limitation of exclusion of liability or incidental orconsequential damages, so the above limitation or exclusion may not apply to you.
Typographical ErrorsIn the event that a Mountain View Hearth Products Inc. product is mistakenly listed at an incorrect price, Mountain View HearthProducts Inc. reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. Mountain View HearthProducts Inc. reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit cardcharged. If your credit card has already been charged for the purchase and your order is cancelled, Mountain View Hearth ProductsInc. shall issue a credit to your credit card account in the amount of the incorrect price.
Term; TerminationThese terms and conditions are applicable to you upon your accessing the site and/or completing the registration or shoppingprocess. These terms and conditions, or any part of them, may be terminated by Mountain View Hearth Products Inc. without noticeat any time, for any reason. The provisions relating to Copyrights, Trademark, Disclaimer, Limitation of Liability, Indemnification andMiscellaneous, shall survive any termination.
NoticeMountain View Hearth Products Inc. may deliver notice to you by means of e­mail, a general notice on the site, or by other reliablemethod to the address you have provided to Mountain View Hearth Products Inc..
MiscellaneousYour use of this site shall be governed in all respects by the laws of the state of Montana, U.S.A., without regard to choice of lawprovisions, and not by the 1980 U.N. Convention on contracts for the international sale of goods. You agree that jurisdiction over andvenue in any legal proceeding directly or indirectly arising out of or relating to this site (including but not limited to the purchase ofMountain View Hearth Products Inc. products) shall be in the state or federal courts located in Montana. Any cause of action or claimyou may have with respect to the site (including but not limited to the purchase of Mountain View Hearth Products Inc. products)must be commenced within one (1) year after the claim or cause of action arises. Mountain View Hearth Products Inc.'s failure toinsist upon or enforce strict performance of any provision of these terms and conditions shall not be construed as a waiver of anyprovision or right. Neither the course of conduct between the parties nor trade practice shall act to modify any of these terms andconditions. Mountain View Hearth Products Inc. may assign its rights and duties under this Agreement to any party at any timewithout notice to you.
Use of SiteHarassment in any manner or form on the site, including via e­mail, chat, or by use of obscene or abusive language, is strictlyforbidden. Impersonation of others, including a Mountain View Hearth Products Inc. or other licensed employee, host, orrepresentative, as well as other members or visitors on the site is prohibited. You may not upload to, distribute, or otherwise publishthrough the site any content which is libelous, defamatory, obscene, threatening, invasive of privacy or publicity rights, abusive,
illegal, or otherwise objectionable which may constitute or encourage a criminal offense, violate the rights of any party or which mayotherwise give rise to liability or violate any law. You may not upload commercial content on the site or use the site to solicit othersto join or become members of any other commercial online service or other organization.
Participation DisclaimerMountain View Hearth Products Inc. does not and cannot review all communications and materials posted to or created by usersaccessing the site, and is not in any manner responsible for the content of these communications and materials. You acknowledgethat by providing you with the ability to view and distribute user­generated content on the site, Mountain View Hearth Products Inc. ismerely acting as a passive conduit for such distribution and is not undertaking any obligation or liability relating to any contents oractivities on the site. However, Mountain View Hearth Products Inc. reserves the right to block or remove communications ormaterials that it determines to be (a) abusive, defamatory, or obscene, (b) fraudulent, deceptive, or misleading, (c) in violation of acopyright, trademark or; other intellectual property right of another or (d) offensive or otherwise unacceptable to Mountain View HearthProducts Inc. in its sole discretion.
IndemnificationYou agree to indemnify, defend, and hold harmless Mountain View Hearth Products Inc., its officers, directors, employees, agents,licensors and suppliers (collectively the "Service Providers") from and against all losses, expenses, damages and costs, includingreasonable attorneys' fees, resulting from any violation of these terms and conditions or any activity related to your account(including negligent or wrongful conduct) by you or any other person accessing the site using your Internet account.
Third­Party LinksIn an attempt to provide increased value to our visitors, Mountain View Hearth Products Inc. may link to sites operated by thirdparties. However, even if the third party is affiliated with Mountain View Hearth Products Inc., Mountain View Hearth Products Inc.has no control over these linked sites, all of which have separate privacy and data collection practices, independent of MountainView Hearth Products Inc.. These linked sites are only for your convenience and therefore you access them at your own risk.Nonetheless, Mountain View Hearth Products Inc. seeks to protect the integrity of its web site and the links placed upon it andtherefore requests any feedback on not only its own site, but for sites it links to as well (including if a specific link does not work)

This customer requested a refund to be processed before their items had been returned.  Unfortunately, we are not able to process a refund until we are physically in possession of the items.  The items have been returned, and the customer has been refunded in full.

Hello,
 
A new part has been shipped.  You can track the replacement part here: https://tools.usps.com/go/TrackConfirmAction.action?tLabels=[redacted]

To Whom It May Concern,Unfortunately we are unable to waive our policy in this case.  Mr. [redacted] agreed to the 10% cancellation fee at the time of his order and it is our policy to charge a 10% cancellation fee regardless of when the order was cancelled.  Mr. [redacted] entered into a legal agreement when he agreed to the Terms & Conditions on our website.  Cancellation fees are legal if a customer agrees to them, thus the fee will apply.   Our full Terms & Conditions can be found here:  [redacted]

Review: we ordered a brain for our pellet stove, which we received. upon putting new brain in the internal fuse blew. so we plugged the old brain in and at least got power to pellet stove. The fuse did not blow in old brain. So we got more fuses and attempted to plug new brain in, and fuse blew instantly again. upon speaking with Mountain View Hearth Products they said we could return it to them and if they test it and it works than they will ship it back to us. We feel since they are not an authorized Quadrafire Dealer that the brain they sent us is not compatible with the quadrafire pellet stove.Desired Settlement: I would like to return the brain I purchased from Mountain View Hearth Products and have my bank acct. credited the $230.00 dollars I paid for this product.

Business

Response:

To Whom It May Concern,

It's the first week of August, normally I'd wait until January. Ordered the parts before 8 AM CST Monday, they arrived Wednesday about 1:30 PM in Illinois with std shipping!

I Needed a Pilot-Thermocouple Assembly for my 16 year old Heatilator LP Fireplace. Mountainview had the part and shipped it to Pennsylvania. I did pay extra shipping but received the part in two days. The part was exactly the same as the old one wires were color coaded the same. Threaded line connectors correct size threads. I kept waiting for a hassle or something to be different about the four piece assemblyI but nothing did. It fit perfectly and best of all fixed the problem and works great. Thank you Mountain View I'll use you again if needed and recommend you.

Review: I order a replacement glass for my fireplace through this company online. I look up the part model number and it says I need a size 9 x 15 so I order a 9 x 15 and leave in the comment section that I think I need a 9 x 17 is what I measured as requested to do if you have a different size. The next day a lady calls me and says that I have a different size written now than that I ordered. I told her what model I had and she proceeds to tell me that yes the sizes 9 x 15. I got home I must've measured differently than you're supposed to since that is the right model number. She tells me that yes there will be a restocking fee if it was the wrong one but I said since it is the right model number that you have it must be the right size. OK. It comes in the mail I will open up and start to put it in the fireplace and it is too small as I thought it would be. I call the company up and told him that it is wrong and they want to charge me a restocking fee and tell me but besides that I need is $130 which is not quoted on their webpage. I told the lady that my model number on your website says it is a 9 x 15 what it is and I correc but besides that I need is $130 which is not quoted on their webpage. I tell the lady that my model number on your website says it is a 9 x 15 what it is and is not correct. Relating it's rude with me and says it is like ordering tires you measure the wheel and you tell me a mess what size you want. I told her I do not know how to measure wheels so I would take the salesman. My complaint is since they gave me the wro relating it's rude with me and says it is like ordering tires you measure the wheel and you tell me a mess what size you want. I told her I do not know how to measure wheels so I would take the salesman. My complaint is since they have the model number under the wrong size I should be able to just return it and I would buy the other piece of glass for $130 even know it was their mistake. A lady got all rude with me and kept talking about tires I said forget it I'm going with another company I will never order this company and I will leave my bad comment everywhere she said fine go ahead so I hung up.

Business

Response:

To Whom It May Concern,

Review: My husband ordered a replacement gas valve for our gas fireplace online on 12/1/15. We received the part and he installed it that week. It didn't fix our problem since the gas fireplace still wasn't working. He proceeded to order three more replacement parts from this company and replaced all of these over the next month or so. Fireplace still wasn't working so we called a professional to come and check everything to see if he could determine what the issue was. After spending about 30 minutes checking it himself, and then another 30 minutes on the phone with technical support of the fireplace manufacturer they determined we had a bad or faulty gas valve. I contacted Mountain View to see about returning the defective part they sent us. I was told there is only a 30 day manufacturer warranty and return policy. Well it took us more than 30 days to replace all the parts, that we also ordered through Mountain View, and to hire someone to come look at the fireplace and I was told they would not give us a refund at all, no matter what. I cannot believe in this day and age this just happened. What happened to standing behind your products? You sent me a faulty/broken part and you won't replace it?! I'm absolutely disgusted with this company and will never order anything from them again. I would like a refund for this product but was told that was not going to happen. Shame on this company for being like that.Desired Settlement: Let me return my product and refund me the cost of the product plus the return shipping I will incur sending back your broken part.

Business

Response:

Customer is returning part for credit.

Have not received a shipping confirmation or tracking # and the out landish cancellation and restocking charges are a one of a kind. And the shipping charges are almost half of a small part the size of my small finger. 1st and last time. Get with the rest of the real world.

I found this web site "Mountain View Hearth Products" as I was searching for a wood stove parts store (I needed the glass replacement and the seal that goes around it). I live in the state of NY. I was a little hesitant in ordering from a company I have never heard of before, but so glad I found them. Very fast shipment....great customer service, the correct part arrived, and the glass even came with the seal! I will for sure order from this company again when I need to! Thanks Mountain View for your trustworthy business. I recommend this place 100%.

Review: 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. I had not even been charged yet. Seems to me this is criminal...Desired Settlement: I want my $11.93 back.

Business

Response:

To Whom it May Concern: