WOOD STOVE AND FIREPLACE CENTER

Very professional. Removed the existing woodstove with no problems or damage. Took exceptional prep to make sure the carpet and surrounding areas were protected. Were very precise with the new installation. Highly recommended !!!

They said my fireplace was fine; however, when I used it, smoke backed up into the room. The chimney was clogged and needed major cleaning - by someone else.

unknown

Installation people were very nice but need more training. Fireplace was too high( flame hitting the top of the unit even on low setting) when I asked installer he suggested I throttle the gas valve to lower the flame which is absurd. after inspecting the unit I found the installation error and corrected it on my own. Also there was another issue with them using the wrong insulation contacting the flue piping.

I communicated with them over email and phone regarding installing a chimney liner for a wood burning fireplace. It took nearly two months to get them out to the house. When they arrived they cleaned the chimney and then informed me that they don't install liners for open, wood burning fireplaces. Now I'm down $109, a day of waiting at home for them and a couple months of trying to get the fireplace operational.

unknown

The service experience was both good and bad. First the good. The technician was professional and friendly. Even though part of the issue with the logs was my own ineptitude, he did not push the point or show me up. The servicing of the unit was clean (drop clothes used) and he gave information on the unit's operation. When he left, the unit worked well. Now for issues. First, you cannot get an appointment for about a month during winter, even when the unit is broken. And working that appointment is not too pleasant. The person who answers the phone is pleasant and courteous, but she can't do anything but convey information to someone else. So you never talk to a scheduler. You give a preferred date and the scheduler will eventually get back to you with their acceptable date. If that date is not good, then round 2 ... If you own a Heatilator product, get used to it. There is not another authorized dealer for about 30 miles. Other companies don't like to work on them since it is difficult for them to get Heatilator parts. Monopolies are so nice ...

We had an appointment scheduled for October 13th - which we scheduled in early September, but the repairman cancelled the night before because apparently no one had told him what the job entailed and it required 2 people. We got a second appointment for Wednesday the 17th with a 2 man crew, but when the repairmen arrived, they didn't have the right ladder with them and weren't able to do the job. Yesterday I got a call from the wood stove company informing me that in order for them to do the job, I would have to buy the ladder myself at a cost of $600.... I've never heard of anything more ridiculous. They had already been to my house twice, it's absurd that it took this long to figure out that they couldn't do the job. I sent an email to the store yesterday requesting that the manager call me, but I didn't hear from anyone. What they should do is rent a ladder so that they can honor the agreement that we had. They should not tell the customer that it's up to me to buy them, or rent, the ladder that they need to do the job.

See above.

Not a hitch. Came when expected. We love the result.