Evergreen Home & Hearth - Ells

Not good, had stove serviced in April, was told it needed a new control board and one would be ordered, this never happened. Was told they would order one and repair guy would be here between 1 and 3 today, no show no call, went to store, man was rude and couldn't have cared less.

They are crooks and sell junk to their consumers and then refuse to resolve the issues that arise with said junk. They ignore your complaints and attempts of communication for a YEAR before getting back to you. And make the 90 day warranty nearly impossible to actually use. It doesn't matter if you go into the store, call, or email. They will pretend as if they never received these messages. We were told that it was loud but that was the only issue. For months we tried using different means of communication and went directly to the store and each and every time we were told that we needed to speak to the sales manager who was the same person that sold us this stove. We were told he would get the message and that he would contact us. Never happened. We had nights last winter where the pellet stove would simply not turn on or if it did it only stayed on for an hour or two. We woke up countless times, kids included, in the middle of the night being able to see our breath because it failed when we were sleeping. We have cleaned this thing more times then the typical pellet stove would need. We tried contacting the manager, endless times. We then, finally, speak with the co-owner who then proceeded to indirectly call us liars. He went as far as to criticize me, the customer, because I was understandably upset about the situation and the money that we really did not have to spend, having been wasted on a stove that isn't operational. He dismissed our complaints with 'there is a 90 day warranty and you are now past it.' As if we don't realize that. The only problem with that statement is that during that warranty window, we TRIED to have these issues resolved but we're refused the help that we were asking for! They were condescending and unprofessional. This pellet stove is our only source of heat. We have two small children who last year had to wear multiple layers to bed incase the stove decided to stop working. Today alone, the stove has shut off four times after running for about an hour at a time. They offered to send out a tech to diagnose the problem and give us a QUOTE on how much it will cost US to fix the problem 'if it can be fixed'! They sold us a faulty pellet stove and they were fully aware of that when they did it.

I'm very happy with my experience with EverGreen. Everyone I dealt with was helpful, knowledgeable and extremely courteous. Jeremiah in the Ellsworth showroom answered all my questions, listened to my concerns and researched my particular installation very carefully. In doing so, he was able to steer me away from my first choice, a wood stove installed in front of the parlor fireplace of my 1880 home. I was reluctant to change my mind, but he patiently explained how any stove would get too hot for the surrounding antique woodwork of the Victorian mantel. After a few days reconsidering, I went with his recommendation, a small insert which cost substantially less than the Jotul I'd set my heart on. On the big day, Tom and Mike drove 2 hours from Ellsworth to Eastport. They arrived around 10:30, calling from Machias to give me a heads-up. They did a great job solving the inevitable problems of working on an old house, cleaned the chimney, got up on the (very high, very steep) roof to install the liner, manhandled the heavy insert around in the uneven old fireplace until it pleased my critical eye, and unloaded and stacked a pallet (about a ton) of wood-product "bricks" on my porch. At the end of a very long day, they even moved my huge gas grill off the porch and down into the cellar for me! They were friendly, polite, informative (answering my endless questions and concerns), patient and incredibly obliging! Long after darkness had fallen, they cleaned up all the packaging material and debris, vacuumed my living room, cleaned up the yard, waved goodbye and drove the 2 hours back to Ellsworth. I honestly don't know what more any customer could expect in the way of service and satisfaction. Thank you so much, EverGreen, for my lovely new fireplace! I am using it with pleasure everyday and already planning to put a gas version of that Jotul in an upstairs bedroom!

The first time we attempted to use the firepalce after service, the control knob was missing but had been there prior to Evergreen's service.We have contacted Evergreen several times in an attempt to have this problem evaluated. The coowner, Mark Higgins, at first contact, was rude and unprofessional and stated that he "did not want to deal with this..." and then hung up the phone on us. We have contacted them several times and spoke to other employees but they have not returned our calls.We have not been able to use our fireplace at the coldest time os the year. We have been forced to contact another service provider but they have not been able to come to our home yet. This has been one of the worst experiences we have ever had with any business. We would never use Evergreen Home and Hearth's services again and we certainly would not ever consider buying anything from them.