HEARTH & HOME TECHNOLOGIES

Relevant Facts: In December 2007 I purchased a Quadra Fire wood stove from Darboy Stone and Brick, Kimberly, WI. The Chimney Guy LLC, Menasha, WI installed the stove and cleaned and has inspected it every year since 2007. In November 2014 the glass in the door cracked the first time after I made a small fire. I contacted The Chimney Guy and Darboy Stone and Brick. As thermal breakage was determined to be the cause, the glass was replaced under the limited lifetime manufacturer?s warranty through Darboy Stone and Brick. In October 2015, the stove was cleaned and inspected by The Chimney Guy LLC. In November 2015, the glass in the same door cracked in the same place after I made a small fire. I immediately contacted the owner of The Chimney Guy, about the issue. The owner spoke with a representative of Hearth and Home Technologies who indicated that the stove door was defective and recommended replacement. He also spoke with a customer service rep (and responsible for warranty inquiries) of Darboy Stone and Brick, about the issue, and sent them photos of the damage from 2014 and 2015. After further discussions with representatives of Hearth and Home Technologies and Darboy Stone and Brick, the owner of The Chimney Guy was told that the glass damage was due to something hitting the glass and would not be covered under the warranty. The Chimney Guy disagreed, explaining to both parties that the stove has been well maintained and gently used since it was purchased and that the type of breakage was evidence of a defective door and not consistent with something hitting the glass. On December 23, 2015, I faxed and sent a certified letter to Jeff Hanel, Customer Service Manager at Hearth and Home Technologies explaining the situation and presenting the above facts, along with photos and a copy of their warranty. To date, I have not received any response from Hearth and Home Technologies.

THE INSTALLER WAS GREAT AND THE FIREPLACE KEEPS MY HOUSE WARM AS A WOOD BURNING FIREPLACE IF NOT WARMER. ALL I DO IS HIT A BUTTON AND IT TURNS ON, NO MESS.