Sierra Products, Inc.

On December 21, 2015 I ordered a new fan motor assembly for my Thelin 3000 Parlour pellet stove. The part was shipped on December 23, 2015 and I received the part on December 31, 2015. I installed the new fan on Saturday January 2, 2016. The fan motor is unable to maintain adequate fan speed to maintain the correct combustion of the pellets, particularly at the low and medium settings. I have called the company repeatedly for several days and the customer service mail box is full and some of the e-mails I have sent have bounced back. I also submitted a customer service form on their technical service form on the www.thelinco.com website. In my attempts to contact the company I have ask they send a replacement fan or at the very least call me.I have received no response from the company.Product_Or_Service: Pellet Stove Fan Assembly w/Gasket, Comb. Blade,Desired SettlementEither refund ($339) or replacement partBusiness Response Contact Name and Title: [redacted], Admin SuppContact Phone: [redacted]Contact Email: [redacted]We have been in contact with customer and issue has been resolved.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)After the complaint was filed, Sierra Products Inc. contacted me and was very responsive in sending a replacement part. The part has arrived and appears to be working properly. The company has agreed to pay for return shipping of the faulty part.

On Jan. 8, 2016, we purchased a fan motor assembly for our Thelin Pellet Stove. Their parts do not work properly and we wish a full refund of $453.00The initial fan motor assembly was installed and failed after a couple of days. They stated it was a brush issue so we installed new brushes. Again the fan motor failed and a replacement was issued on Feb. 3rd. This unit vibrated severely and was again replaced on Feb. 8th. This third unit has also failed by losing its ability to consistently perform. While they have offered to again replace the unit, we have no faith in the reliability of these parts and wish a full refund of the initial purchase price of $453.00 After this company was purchased, the prices of their parts were doubled yet they are unable to manufacture parts that operate properly. They do not deal with their customers directly & the retail company has discontinued representing their products.Desired SettlementFull refund of the original purchase price of $453.00Business Response Thelin Hearth Products has no problem with dealing direct with a customer database. We post our phone number and emails to all searching for assistance as to contact us directly. You are more then welcome to do the same.We did have fan systems that were faulty and the manufacture company that we purchase the motors from is in the process of addressing those issues and sending us new updated motors per our specs. We also have a new supplier of motors that will be available mid-April. With regards to pricing, we have not increased pricing on the parts since we took ownership. They have remained the same since 2014.I do not know who the dealer that you are handling these issues with is, but it would seem that you are not getting the full story and have been misinformed.With regards to the credit, you may forward any information you have on your purchase over to our sales department for follow up.Again, you are more then welcome to contact us directly at (775) 241-2586.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I appreciate your prompt response and your acknowledgment of the lack of viable fan motor assemblies produced by your company.When we continue to contact your technical department, we are only offered yet another replacement which, at this point, is redundant since your only prediction is that, hopefully, you will have proper units available in mid-April.We have taken this stove apart so many times to remove and install these fans, that it has caused all of the soldering on the 10 pin connection for the control panel to come lose, rendering the $180.00 part inoperable. The retail store has been kind enough to give us another control panel, but it is a used part taken from another customers stove that at times needs to be turned off and on repeatedly to make work. Quite frankly, the retail store has been quite accommodating sending their technicians out at no cost to us.We have basically been unable to use our pellet stove since the very first week of January due to these defunct fan motors. We live on a very limited income due to my husband's disability and plan quite extensively on winter supplies. In not being able to use our pellet stove, we have been forced to rely on electrical room heaters which has created large electric bills. What research I have performed indicates that you have been fully aware of this issue prior to December of 2015 and are only now taking the necessary steps to remedy it. It does not appear to be a solid resolution to our problem in the hopes that you have a new manufacturer taking on the process of building these units.I can send you whatever documentation you need to resolve our complaint if you would provide an email address. I do not wish to continue any discussion verbally.Please provide us with your suggestions for resolving this.Final Business Response The original complaint here was requesting a refund. In order to close this case we have requested that you provide via email a copy of your sales receipt so that we may rectify that issue. If you are now requesting an exchange, please contact me directly at (775) 241-2586 and I will email you the forms and instruction for doing so.We do offer direct sales through our online ordering system, although the credit of this purchase since it was done through a dealer will still need to be directed to them. I know it can be a bit overwhelming and confusing, although it it really a simple process that is done daily. So again, I ask that you allow us to process the refund and get that off the books. If you decide to further proceed with the purchase of the new unit, then we will address your issues on a different format. Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I agree entirely with completing the full refund and closing this issue. I will email the receipt this morning to you along with the work order for installing the third unit that failed. Hopefully you are successful in producing new units and we can get one in the late summer or early fall to get our stove back to working condition.Thank you for your assistance & please advise as soon as the refund has been sent to the dealer.[redacted]