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We Don't Service What We Sell

I had purchased a gas fireplace from Adirondack Fireplace in 2010. In February 2013 the fireplace was experiencing issues and would not stay lit, and I called Adirondack since they stated they service what they sell and stand behind their work. I was informed that the unit was out of warranty and I would be charged for the labor and the parts. After multiple attempts to remedy the situation on 2/21/13, 3/6 2013, and 7/3/2013 and being charged for first 2 service calls, the unit did not work. A third service attempt was made to no avail and the unit would not work. We were even charged for a part that is not associated with the fireplace. Frustrated with the inability of the dealer to rectify the situation I contacted the manufacturer to try and solve the issue. I told the manufacturer about the issues and they thought it was installation related. They stated they did not have an authorized service person to send out to our home to verify that the installation was configured to their specifications. The manufacturer recommended I contact the distributor who sold the fireplace and try to get another dealer involved to solve the problem. I had to pay another fireplace dealer to come out and try to service the unit without success in the fall The ridiculous part about this is they have never identified the root cause and are just throwing parts at the problem having no clue what the issue is. Don't get burned and look elsewhere for a fireplace. Don't get fooled by the family business and their marketing " We pride ourselves on the uniqueness of our store and the quality of our service."
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ID
#485272 Review #485272 is a subjective opinion of poster.
Location
Burlington, Massachusetts
Loss
$500

Adirondack Fireplace/Mormile- Amsterdam, NY

don't purchase any products from them. they don't properly install their products, then don't want to honor the warrentees. and when they do, they don't know what they're doing! I purchased a pellet stove, which never worked properly. The excuse was "It's your pellets or you" I was almost convinced it was the pellets. Bought different pellets the following year, still didn't run well. Did yearly maintanance on it 2x/month. Black greasy ash in the stove and the stovepipe. This year it totaslly broke down- A FIRE IN THE HOPPER!! Thick black creosote stuck to everything in the stove and POURED OUT of the stove pipe. I was told by the company that pellets don't have creosote. This happened just before christmas, took weeks of cleaning (scrubbing, degreasing etc) with the help of the manufacturer its now running better than ever. Seems like the motto should be TAKE THE CONSUMERS MONEY AND RUN!! ANY KIND OF SERVICE CALL TOOK AT LEAST 6 WEEKS OR MORE
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ID
#215014 Review #215014 is a subjective opinion of poster.
Location
Albany, New York

About

Summary

Adirondack Fireplace is a family owned business. The company is located in the foothills of the Adirondack mountains. Adirondack Fireplace is a dealer that provides a great assortment of fireplaces, stoves, inserts, log sets and fireplace accessories. If you are longing to make your home be more comfortable and cozy, Adirondack Fireplace is one of the best choices to make. Adirondack Fireplace deals with such manufacturers as Avalon, Lopi, Kozi, SAEY and many more. Competitive prices and high quality products make Adirondack Fireplace one of the best companies to deal with. You are dreaming about a fireplace? Adirondack Fireplace is what you need!

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