Anonymous
map-marker Marysville, Washington

Burn pot on harman burnt thru

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Dealer in brookings oregon hearth and home not return calls on warranty part. They recommend clean burn pellets then told me that they ruin stove.
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User's recommendation: Don't buy from them.

Anonymous
map-marker Selbyville, Delaware

Parts

I need touch up black paint for 10 year old heatilator 3 way fireplace. The black metal frames around the 3 screens have areas that are chipped exposing metal. Let me know how I can get paint. Thank you. Anne Merical 724-454-****
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User's recommendation: Fine

Lynn K Vwn
map-marker Ukiah, California

Absolute dissatisfaction with customer care team and lack of response from corporate office.

Updated by user Feb 23, 2022

2/22/22 still not repaired. Am unable to speak to anyone other than a low level customer service center.

Refused to transfers me to a supervisor or have a supervisor call me. I have done a lot of research on this particular Harman stove and with the help of our...

Original review Jan 23, 2022
My husband and I bought a Harman pellet stove that was installed on January 10,2022. The control panel is bad, so the stove does not work.

Trying to get a replacement control panel has been a nightmare. The only response my local dealer got was they didnt have any and could not ship until mid-February or March. There is a stove sitting in the warehouse in Sacramento but would not overnight the control panel-which is not installed in the stove, that is done one install. This was not acceptable as there is no heat in the part of the house this stove is intended to heat and my 92 yo mother lives with us.

So I made a call to the Customer Care Team and was told they had no control panels, they were sitting in the bay on cargo ships and she couldnt pull one out of thin air. I asked about the stove in Sacramento and was told could not pull that control panel because that stove would not be sellable. My dealer called me back a few days later and they had contacted the Harman factory and threatened to pull their dealership of Harman. They were told that the issue had nothing to do with ships but the fact that they were behind in manufacturing the control panels but were going to ramp up production.

So I called Customer Care Team again and wanted to speak to a Supervisor. Got a person named Devona who said she didnt have the ability to connect me to her supervisor nor could she give me a name or phone number to call. She asked why I was upset and I replied because I had be lied to and simply placated and not told the truth or helped to find a solution. She hung up on me.

I then called Hearth and Home Technology Headquarters and just picked a random person in their directory and left a message as to the reason for my call and if she wasnt the proper contact to please pass my name and number on so I could tell them of my experience and perhaps offer additional trading to their Customer Care Team. No response has been forth coming.

So, I still have a non working 3500.00 stove. Will never deal with Hearth and Home Technologies again.
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Preferred solution: Deliver product or service ordered

User's recommendation: Do not expect any help from Hearth and Home Technologues on their products.

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Stephen S Lcy

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Verified Reviewer

I bought a Vermont Casting Sundance propane gas stove from a dealer on NH and it blew up and they won't replace it

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Hearth and Home Technologies - I bought a Vermont Casting Sundance propane gas stove from a...
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Updated by user Nov 25, 2020

No change

Original review Nov 24, 2020
I bought the Vermont Castings Sundance propane gas stove from a dealer in NH. Hearth and Home Technologies makes Vermont Castings stoves. I have had problems with this stove since day one. The stove is less than 2 years old and the final straw was when the stove blew up and blew insulation in the stove over all the floor. The dealers license gas tech looked at it and said it could not be fixed, and he shut off the gas. He said that there was something wrong with the basic construction. The dealer has been trying to get the stove replaced but all Hearth and Home Technologies wants to send parts that the dealer has to pay for. This stove is a danger to life and limb. I am facing a $2800.00 lost if they don't replace it. I am not willing to risk my life or my family's life. I have even written to the NH attorney, and they have sent a letter to Hearth and Home to get this resolved. To me, they are willing to risk my life, so they will not have to replace my stove.
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Loss:
$2800
Cons:
  • No customer support

Preferred solution: Full refund

1 comment
Stephen S Lcy

The gas tech from the distributer came yesterday and replaced the burner which was defective. It did not have enough distribution ports for the gas.

It ran perfect yesterday. Today it started fine nd after the controller reached room temp it turned off but when the room temp reached 3 deg below set point, it not turn back on.

I told them to send a new receiver for the stove. To date this Vermont Casting stove is not properly fixed.

Anonymous
map-marker Rochester, New Hampshire

Update on my Vermont casting stove

I complained about my Vermont casting propane stove back in November and you posted it on iTunes. The dealer came and installed a new burner on my stove and it seems to be working fine for now. The problem was the old burner was in properly constructed and that is the main reason I had trouble. The gas tech had been great and he told them from the beginning that was the problem. The company has been slow to respond and I missed having a stove for 4 months in the winter. We will wait and see if this fixes all the problems
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Neal R Fzd

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Verified Reviewer

Purchased Pellet stove new and it never worked

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Purchased Pellet stove new and it never worked once. Customer service kept sending me parts but the thing never worked. I spoke to tons of people there and the company just doesn't care. Customer relations person named Lee told me its not there problem. I spent 1500.00 on this stove and I have reached out to the company via phone, email, and its the same story. They send me a part that doesn't fix the stove. Horrible company do not buy anything from them
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Loss:
$1500

Preferred solution: Full refund

Ronald H Kgs

Dissatisfied

have a voyager grand wood insert and after one season the firebrick is crumbling and the snap disc needs to be replaced !
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Preferred solution: Let the company propose a solution

Mike N Dht

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Verified Reviewer

Looks nice, just don't try to use it. Poor design

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I'm in my second winter with this stove and still as disappointed as at first. I first thought maybe I need to give myself some time to learn how to operate it. (Not that a woodstove should be hard to operate...) All smoke/heat must exit at top front, through a narrow space right inside door. Heavier ash falls against inside of door. Open the door and ash spills out the bottom while heat escapes out the top carrying fine ash over the woodstove and everything nearby. Dirtiest wood stove I've ever used. Poor air inlet makes it difficult to get a fire started- -paper smolders and will smoke up the room if you open the door at all to add more or insert another match. One time the smoke poured out the air inlet, filling our room with smoke, with the stove door shut! The newspaper couldn't get enough air to keep burning to get a draft started! Air inlets are at the bottom front of the firebox, so they are soon covered with ash which also falls through the inlet holes, into the inlet tube and hindering airflow. Door glass does not stay anywhere close to clean on the inside. The bottom ash pan is useless. You can't open the hatch in the floor of the woodbox to push the ashes down unless your fire is out. What good does that do on a cold day? They advertise it as producing heat for 8-12 hours. If you stack it full, that's about the only honest selling point. But there won't be much heat left at 8 hours already. The burn rate control lever doesn't ever seem to make a difference. This stove is designed for little more than a few sticks to make a pretty flame on an occasional evening. Costs way too much for that and way too much for me to replace it months after buying it.... We heat our house with wood. The dealer came to our house pre-purchase and said the Explorer ll would do fine without the optional blower. Wrong!!! It hasn't done well even WITH a blower.
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Loss:
$3294
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Rafael C Rwh

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Coeur D Alene, Idaho

Warranty

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Updated by user May 25, 2019

They are the worse Company to deal with now they want me to remove the stove and take it to the north store in Spokane, Wa. ! This is one outfit I would never ever tell someone to buy from and that includes Heatilator EcoChoice since don't have their own people to do the Warranty work and you are at the mercy of the place you bought it from do not buy from.

Original review Apr 22, 2019
Bought one Pellet Stove in November 2018 in Spokane Valley, Wa. from Country Homes Power and now in April 2019 the stove would not start and I called where I bought it and the manufacturer Hearth and Home Tech and they more or less said I will end up paying for the repairs even though it's only 22 miles from where I bought it !! Don't their Pellets stove made this outfit.
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Loss:
$1452
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

Anonymous
map-marker Coeur D Alene, Idaho

Warranty

I wrote about this problem 2 days ago bought the PS35 model in Spokane, Wa and I live in Post Falls, Id about 22 miles away and it seems that all the warranty work is done by the dealer that sold the unit and in real life the company seems to not have anything to do with the actual warranty work it's self. The dealer doesn't have anybody to work on the unit in Idaho and the dealers here will not touch the unit since it was bought from an out of state dealer across the state line 22 miles away!! So I have to pay for this 5 month old unit myself and I am not very happy about it and have started to look for another stove and checking into this with a lawyer on the reasons for even having a factory warranty when nobody will cover it.
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