Enchanted Fireside Complaint - Pellet Stove installation disaster
WORCESTER, MASSACHUSETTS -- Well - I'd written earlier to complain about the lack of communication and unacceptable installation delays of our pellet stove. Finally, on 10/31/06 (7 days AFTER the owner advised us the installer would be calling), the installer showed up with the pellet stove for the installation. And that's where NEW problems arose. See, he stated where we wanted to put the stove couldn't be done without costing more money. I called, very upset, and asked for the owner (who we'd been dealing with from the start). He was with a customer, so I explained it was urgent as we had their installer here saying he couldn't put the stove in where it was supposed to go. Of course, just like their lack of communication in the past, they never called back. I had to call the owner again 40 minutes later. I argued with the owner about the new installation price being $1,000 vs the $500 he had quoted when we put our deposit down on the stove. He kept trying to blame it on the town bldg inspector and stated "well, if that what he wants then there's nothing I can do". I told him, "that's not the way the inspector wants the stove installed, that's the CODE!!! We argued and finally he said he'd refund our money. WHAT??? I've got $600 worth of wood pellets sitting in my basement, we didn't want a refund. So then he kind of yelled and said "I'm not going to argue with you, I mean WHAT TO DO YOU WANT??!!" I replied "What do I WANT??? How about a little customer service, and some good will. We don't buy pellet stoves everyday, but you sell them everyday and should be familiar with the code!". He said "We rely on what you tell us" and I said "Yeah- and I relied in good faith on what YOU told us. I only have 500 set aside for this installation, where am I supposed to come up with another 500 dollars? Should I just leave the stove sitting on my front lawn?!!" So he replied testily "WELL, I'M not going to absorb the total cost of the installation" And I said that I didn't expect him too, but I did expect some good will in the form of money towards the installation.
At that point the installer told my husband that a service rep from the store is supposed to go out to each house and check to make sure everything can be done the way the customer wants PRIOR to the installer going out. We never had anyone come out to our house to check and make sure, before they quoted us the installation cost, that we could put the stove where we wanted it to go. So, the owner spoke to the installer and got the pricing for all the additional piping that would be needed. Final total $500 for the installation plus an additional $460 for the added pipes that were needed to meet code regulations. Of course, we did have to pay for 1/2 of the $460 as he would only take 50% of the blame.
We will NEVER recommend this store too anyone, nor would we ever make another purchase from Enchanted Fireside. No one ever returned our phone calls - we always had to chase them down by calling again and again. The delays were unacceptable from the deposit date until the stove was installed - more than 6 weeks (and the stove and parts were in their store 2 1/2 wks after we deposited!!!). Then they held onto our permit application for almost 2 weeks, and told us we were the ones that had the issue with the permit (uh, no - you guys had the paperwork and didn't send it in until 2 weeks later).
This store and owner is strictly in business to take your money - they don't give 2 cents about customer service or honesty & integrity. What kind of owner tells a customer "there's nothing I can do!" - That's NOT good service!! And you know what? I shouldn't have HAD to ask for money off etc - it should have been offered upfront for all the hassles. BEWARE OF THIS STORE!!! There's more problems, but this is already long enough. Total Cost was supposed to be $3,800 and ended up costing $4,030. And this was to have saved us money this winter on our heating bills. It'll take 2 years to actually realize any savings. I should've listened to my husband and visited Franklin Fireplace (who were cheaper for the SAME stove), but based on Enchanted's negative comments about the other store (highly unprofessional), we unfortunately bought from Enchanted. But I've learned my lesson on this store and plan to tell others looking for woodstoves, pellet stoves etc to STAY AWAY, RUN AS FAR AWAY AS YOU CAN!!!