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Wood Heat, LLC

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Reviews Wood Heat, LLC

Wood Heat, LLC Reviews (18)

[redacted] has been in touch with us There is the possibility that the appliance was misused or over-firedWe believe that this is the case with this appliance The damage to [redacted] ’s appliance documented and provided by the consumer develops over a period of time, rather than during a single occurrence, and constitutes misuse or negligence on the part of the consumer (regardless of whether it was willful or accidental) - voiding the appliance warrantyThis specific damage typically presents due to either a broken or incorrectly placed ceramic baffle board Since the warranty has already expired it cannot be voided We would recommend the consumer purchase the replacement baffle needed at an authorized [redacted] dealer

[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 as Answered] Complaint: [redacted] I am rejecting this response because:The information Wood Heat is providing is inaccurate and the verbal abuse being mentioned is simply not true In no way have my wife or I been verbally abusive to their team, in fact it is quite the opposite We have never felt more disrespected by a company before in our livesWhen we ask for more details (invoice, why our service visit keeps getting pushed back, etc) they either ignore the question all together, blame us or hang up the phone The complaint is this Their service manager, Sandra, the owner (and manager), Mark have been incredibly rude and disrespectful And yes, we have the comments on video that THEY sent to us when we were asking how to get a panel back on that they asked us to remove The technicians (who are amazing) have asked for parts to be brought to our home during a follservice call and when they arrived told us that both Sandra and Mark instructed them not to bring the parts necessaryIronically they told them to bring a part that was three times what was really needed They have said more than once that they are making no money on our account and have pushed us to the back of the service list When going on Yelp (a public forum) to express our frustration (as we had not had a working pellet stove from October - December), they called and said because of that review they would no longer service us We are asking for at least part of our other two payments back, as they failed to fix our pellet stoveThe payment Todd is referring to is NOT an invoice that they are dismissing, it is an invoice that was NEVER sent to usWe were told by the technician that came to our home on 12/that there would be no fee because they couldn't fix the problem Regards, [redacted] ***

Hello this is a unit that was built in CollvilleThe contact person out there is Richard K [redacted] His email address is [redacted] @hearthnhome.com Thank you, Jeff S [redacted] Hearth Expert Tech Support Specialist

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 at this timeHowever if I have any further problems I may need to file another complaint Regards, [redacted] ***

Upon our cleaning visit we noted that *** *** needed to replace his chimney cap to keep water out of chimney, not to damage unit electronics. *** *** or his contractor had removed the cap that existed at time of installation Sure enough, months later, water damaged the unit
electronics He chose not to listen to us then makes it our emergency with no appreciation with the effort we provided He still owes $for the work proved (which was discounted from our rate)

Our Quakertown Mgr, Mark, reviewed the account with *** ***, so she should know her statement is inaccurate As owner, I have chosen to write-off the unpaid balance and to quit the ***'s as a customer My manager has told *** *** to not call Wood Heat again as she and her husband have been verbally abusive to our members We serve thousands of customer's a year and the ***'s are fortunately a exception we hope to avoid

[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]
Complaint: ***
I am rejecting this response because: We were treated like dishonest people and this company is absolutely in their details of what transpired. The inconvenience on occurrences for them to come out to our house and inspect installation to find that we were being honest and to fight for a credit well due us is absolutely shameful on their part. I selected reject to make this point that the service is horrific and people should be made aware of it. They sent us our credit however an apology and further compensation is warranted for what they put us through for months
Regards,
*** ***

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
After additional discussion with customer who claimed again that there was no pipe in the wall behind the trim collar, I sent one of our employees to verify installation and the venting used Sure enough we verified there was pipe indeed into the chimneyIt turned out to be a shorter slip connector and not a 24" installer had thought We then issued a refund for a 24" length
Inaccurate claims and information had our salesman spinning in circles I am pleased to say we were able to resolve matter to customer's satisfaction

Matter has been handled with rapid response as promised, contacting customer within hours of receiving part The part and tiny scratch at issue is something that 99% of customers would considered acceptable yet our service manager had agreed to order and replace as soon as we received We even agreed to come out on a Saturday per customer's request

The product was installed in customer's home and signed for as accepted/complete. The product is covered by a manufacturer warranty.  Wood Heat offered to go above and beyond the manufacturer warranty replacing the door glass that broke during their first day of burning.  Glass is not...

covered by warranty but under the circumstances Wood Heat did not question.  Customer called us on a Sunday and we requested to come to the customer's home that Monday morning.  Customer refused to have us install a new door glass demanding we replace the entire now-used, 450-pound, installed product.  The glass in the door is able to be replaced by loosening four bolts.  After unsuccessful attempts by customer to force removal and installation of an entire new insert, customer eventually agreed to have us replace the glass which we did later that same day.

[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 as Answered] The business called and said part was in and they were available to come out on Saturday, I did not request they come out, but agreed to them coming out. I do not accept scratches on A $4,000.00 insert this is not acceptable and poor business practices as I have said all along. At this point I just want the part replaced and to be done with them talking themselves up. Should have never let them install the unit when they wheeled into to the house with damage to it. I did not notice the rest of the damage until it broke during the first fire do to poor installation. What good business brings damagd products to your home for installation? Should have never happened. I definitely learned my lesson. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We have been in frequent contact with

Slam us for being concerned over your safety if you will, but safety will remain our priority.  The claim was that no venting was used into the flue and wanted both the pipe and the insulation refunded.  This was found to be untrue but our concern was more that the installation was done correctly to our standards.  If there had been no pipe into the flue and insulation to seal as claimed, we wanted to correct by providing the material rather than refunding.  That is why we sent the installer to verify.  The installer reported the venting was into the flue and sealed with insulation.  We thought this resolved the matter.   Post visit the same claim was being made, saying there was no pipe into the flue.  That is when I sent our salesman to verify.  It as not as much about trust as it was about concern to make the sure installation was done properly.  It would have been much less costly to simply refund the material than to make two trips to verify the installation.  As the owner, I don't loose sleep over a small dollar amount but I do if there is a safety concern.  Sorry to trouble you by the two visits to verify the installation was done right, but I know I'll sleep better knowing it was done properly.

Hello this is a unit that was built in Collville. The contact person out there is Richard K[redacted]. His email address is [redacted]@hearthnhome.com
 
Calibri; mso-bidi-theme-font: minor-latin">Thank you,
Jeff S[redacted]
Hearth Expert
Tech Support Specialist
...................................................................................

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:The information Wood Heat is providing is inaccurate and the verbal abuse being mentioned is simply not true.  In no way have my wife or I been verbally abusive to their team, in fact it is quite the opposite.  We have never felt more disrespected by a company before in our lives. When we ask for more details (invoice, why our service visit keeps getting pushed back, etc) they either ignore the question all together, blame us or hang up the phone.  The complaint is this.  Their service manager, Sandra, the owner (and manager), Mark have been incredibly rude and disrespectful.  And yes, we have the comments on video that THEY sent to us when we were asking how to get a panel back on that they asked us to remove.  The technicians (who are amazing) have asked for parts to be brought to our home during a follow-up service call and when they arrived told us that both Sandra and Mark instructed them not to bring the parts necessary. Ironically they told them to bring a part that was three times what was really needed.  They have said more than once that they are making no money on our account and have pushed us to the back of the service list.  When going on Yelp (a public forum) to express our frustration (as we had not had a working pellet stove from October - December), they called and said because of that review they would no longer service us.  We are asking for at least part of our other two payments back, as they failed to fix our pellet stove. The payment Todd is referring to is NOT an invoice that they are dismissing, it is an invoice that was NEVER sent to us. We were told by the technician that came to our home on 12/8 that there would be no fee because they couldn't fix the problem.  
Regards,
[redacted]

[redacted] has been in touch with us.  There is the possibility that the appliance was misused or over-fired. We believe that this is the case with this appliance.  The damage to [redacted]’s appliance documented and provided by the consumer develops over a period of time, rather than during a single occurrence, and constitutes misuse or negligence on the part of the consumer (regardless of whether it was willful or accidental) - voiding the appliance warranty. This specific damage typically presents due to either a broken or incorrectly placed ceramic baffle board.  Since the warranty has already expired it cannot be voided.  We would recommend the consumer purchase the replacement baffle needed at an authorized [redacted] dealer.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 at this time. However if I have any further problems I may need to file another complaint.
Regards,
[redacted]

Hello this is a unit that was built in Collville. The contact person out there is Richard K[redacted]. His email address is [redacted]@hearthnhome.com
 
Thank you,
Jeff S[redacted]
Hearth Expert
Tech Support...

Specialist
...................................................................................

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Address: 322 N West End Blvd, Quakertown, Pennsylvania, United States, 18951-2310

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