Pine Lake Stoves of Saratoga

I purchased a Regency EX90 fireplace from Pine Lake Stoves in February, 2010 for $6,207. It was installed in March 2010. I chose Pine Lake as they were the nearest authorized Regency dealer to my home in Malta, NY at that time. I had the fireplace serviced by Pine Lake in Sept 2011 and again in Sept 2013. During the September inspection and cleaning, the Pine Lake employee ?red tagged? the unit because the pipe had become separated. He said we were lucky our house had not burned down. I made him aware Pine Lake was the original installer. He at first denied this until I produced a receipt. He then took pictures and said they would get back to me. I contacted the owner, Ralph Ottuso, later the same day (9/23/13). He assured me they would get the situation rectified, and quickly. Over the next 3 weeks, I called and emailed Pine Lake numerous times (10/7/13, 10/9,13, 10/11/13, 10/12/13). They have never returned any calls or emails since I spoke to Ralph on 9/23/13. I have since had another Regency dealer inspect the fireplace and determined that the pipe was improperly installed. The straps that are part of each pipe segment to bear the weight of the pipe had not been secured to the chase, causing the elbow just above the Regency unit to separate and fail. First Flame?s owner informed me that the only way to resolve our issue was to deconstruct the entire 2 story chase on the outside of the house, remove it, and replace it. He estimated the work at $12,000, but indicated I would have to find the construction people to do the chase work. First Flame also said they have seen numerous failed installations done by Pine Lake. They said that they issues they have seen from Pine Lake?s work were shocking, and that they were surprised there had been no loss of life, to date, from their mistakes. Pine Lake Stoves is a terrible, dangerous company that no one should do business with. The Saratoga store is closed but the main Caroga Lake location is still there.

out of business

Their service is very good. I am always satisfied with the job that they do, which is why they have been maintaining my fireplace these past few years. Their responsiveness is excellent.