Hello all, purchased a Hearthstone stove from the fireplace centre and patio shop, the firsrt year was great, now in the second season, a little more than a month into it, our wood stove is not functional. We had to hound the fireplace centre for almost 2 weeks before they sent someone out to look at it. At the time we were told that all the gaskets were shot and needed replacing. Odd since the stove wasn't even 2 years old. Well again another week and a half went by and constantly trying to get someone out here. First they told me it could take over a month to get a gasket kit, I had to keep complaining and email the manufacturer before I finally got some action. Well now it is the coldest day of the year and my wood stove still is not radiating sufficient heat to use it, have to use my propane furnace. A month long and still cannot use a product we spent almost 7 thousand dollars for. I won't even mention that the hearth pad is falling apart as well!!! I have nothing but distain for this company and the stove manufacturer, my advice run like the wind from this place.
- Approximate cost of services:
- $7,000.00
- Company Response
Dear Mr M.,
Thank you for your feedback and for drawing attention to your issue. I am glad you were able to fit us into your busy schedule and that during our extensive service visit we were able to demonstrate the correct operation of your Hearthstone stove and that it is working to your satisfaction.
Your Hearthstone stove is an excellent example of a modern high efficiency EPA approved wood stove and, as you experienced, operates differently from the old wood stoves our parents had at the cottage. The HPBA (Hearth, Patio & BBQ Association) recognized there is a learning curve to using EPA stoves which prompted them to release a series of video’s about the proper way to select, buy, split and store wood, and how to light both catalytic and non-catalytic wood stoves and ensure optimum efficient operation. As a result of your experience we now feature these video’s on our website
http://fireplacecenter.com/About_Us/Blog/EntryId/12/How-to-Light-an-EPA-Wood-Stove-and-Operate-Your-Stove-Efficiently.aspx
and are training our installers to educate new customers on the optimum operation of their new stoves. Rest assured we are constantly evaluating and improving our training procedure to ensure our customers are satisfied with our service and our products.