Pellets direct had an early buy program for Green gold hardwood pellets.I followed the instr.& ordered them,finally were del. but they are incorrect.
I ordered my Pellets early buy 5 tons of green gold hardwood pellets ordered may XX XXXX, I called in July to secure a delivery date. they said they were running late I called back in October, they set up a date. When I called in late fall.I was told by the owner, Sorry we had an inventory problem and I am sending you Lignetics wood pellet fuel.They are a different Pellet I was upset and concerned as I followed instructions for Early Buy guarentee and was now Not getting what I ordered in the spring. The pellets came and my contractor put pellets in storage for a $200.00 charge.I started to burn the pellets and my stoves, were getting smoke, and clogged. I called and said these are not working ***** "HUNG UP" on me and was not going to help me. I called ***** Well over 7 Times, He called back after several days and said he had my pellets in that I originally ordered, however in his contract it clearly stated in the condition it was sent. The pellets are all in storage in my home in the bags stacked neatly. He explained he wanted them put back in the driveway on the wooden pallets and I was to have them shrink wrapped again. I explained i paid someone $200.00 to store them , I am a single parent alone and the pellets are all saved in storage. He then said he did not have the manpower to swap the pellets for the original pellets I ordered. Upon reading the contract his terms are: "Pellets Direct LLC will replace or credit pellet purchases when authorized by the manufacturer. We strongly recommend and encourage all out customers to try all products before purchasing full tonnage." ***** did NOT give me the option to try the pellets.
Not only did I not order this pellet I feel it is a switch & bait for the pellets that were delivered to me. I want him to come get the pellets he sent and replace them with the pellets I ordered. My pellet stoves were smoking and had smoke odor. I called ******* Home & Garden they came out and inspected my stove, They explained that the lignetics wood pellet fuel clogged up my stove and was not a good match , I paid them over $200.00 to hammer out debris from the Lignetics wood pellet fuel pellets.
I want Pellets Direct to come pick up my pellets in storage and deliver the correct pellets that were ordered under Early Buy Green Gold Hardwood pellets .also I want pellets direct to reimburse me in pellets my out of pocket expenses
This order and pricing was placed during the Early Buy Season (opportunity to secure spring pricing for postponed delivery)for a delivery to be made later in the summer per request of *******. When ******* called looking for a delivery date she was informed that the product desired would not be available for a few more weeks but if she would like a specific date we could upgrade here product to a higher grade product with no additional cost to her. The recommended upgrade is burned by hundreds of our customers as well as myself in Breckwell stoves, like hers, with improved performance. Theresa agreed to the upgraded product and the delivery time frame. The product was delivered on shrink wrapped pallets during the agreed upon time frame and signed for by the customer. Weeks later we were contacted by ******* stating she was having issues burning the pellets and wanted the product returned. After playing phone tag thru several attempts to contact ******* we agreed to exchange her product for any other product we have available. When we tried to set up a swap out date ******* informed us that she had dismantled all the pallets and stored them in her basement. We informed her that we can swap out any product as long as it is in the condition we delivered it in(per our terms and conditions). Because ******* dismantled the product from the delivered pallets she is more than welcome to bring back any product she desires to our retail location for swap out. ******* refused this offer. ******* did not state the particular issue with her stove until this complaint. The statement from the customer, in this complaint, that the stove had smoking issues and build up in the burn pot lead me to believe an underlying stove safety issue needs to be addressed before any further use. It is recommended in the maintenance intervals by Breckwell (the stove manufacture) to stir the burn pot daily with the tool provided to prevent build up. Pellet Stoves generally do not emit smoke in a home unless an air flow (mechanical or sealant) issue is present. Air flow issues that may cause improper combustion in the burn pot will cause a build up in the pot. A pressure/vacuum test of the stove could help to reveal the underlying issue. We wish the customer would have given us all the information that was needed so that this issue would not have to come to this complaint. It looks like a maintenance issue may be to blame for the performance issue of this particular pellet. If the customer would like to return this product to our retail location for exchange anyway we would be more than happy to accommodate this.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
These are the facts and the issues surrounding Pellets Direct: ****** ordered Pellets in the Spring as in years before in good faith of a agreement. July 2013 was a month I remember ,I called to see when the pellets would be delivered, as we had 2 deaths in my family my sister Kathleen, I had taken care of her in hospice and also my nephew.With these 2 emergency's I needed to know when the truck was coming . Pellets Direct said they were behind in there delivery schedule,. I never heard from them until I called in the fall.Pellets direct explained that they had "an inventory problem" and the pellets I ordered were not available and could not predict when they could get more.I suspect they told me that because they DID NOT hold my order for me. This was a SECOND issue first running behind in the schedule now they gave my order away to another customer. I explained that I wanted to know when they would be arriving, they said they had not idea when, but they could upgrade my pellet and send me a pellet that was similar.At no time did I agree to accept the change. I told them I had at least 1/2 ton of green gold left from last year. They told me they had no idea when they could get me the pellets I ordered. They set up a date and delivered "5 Tons" of pellets , I was burning the green gold for weeks to use them up. When I began using the pellets they delivered my stoves smoked, and clogged the stoves were full of ash and the pellets did not burn well.My house was not as warm and then it became so bad I called ******* Stove and Garden from Oxford Ma.They had cleaned my stoves in the summer to keep up maintenance for the winter,. They concluded that when I began burning the new pellets it was not the best for my stoves and it was better to stick with the Green Gold pellets , they also explained they had a lot of problems with people using that pellet on some of the Brickwell Stoves. When I called Pellets Direct ******** and explained what has happened & ******** stated " THIS CALL IS OVER " and proceeded to HANG UP ON ME. This was so unprofessional and inappropriate. I called for several days and Pellets Direct would not return my calls,They called my office phone after hours * they were aware that the best time to reach me is on my cell phone in the evenings. When we spoke, they agreed to swap the pellets if I carried 5 tons of pellets to my driveway; and shrink wrap the pellets. I am a single mother, and over 60 and I paid $200.00 to have someone bring the pellets into the storage room. I said it was unreasonable that " Pellets Direct" gave me a product they picked out, I had NO choice. They delivered 5 Tons . Pellets Direct explained " I do not have the time or manpower to help you. Why would a company do the opposite of a policy that they put in every contract? Why would they deliver 5 Tons of Pellets to me without allowing my family to try the pellets, offer my the opportunity. I find this misleading on their part. If they followed the Policy they put into place, when I began burning the pellets this problem could have been avoided,. I paid for the Pellets & Rollins $200.00 the contractor $200.00. and I only wanted to have a warm home for the winter. We can resolve the problem by. 1. I want them to deliver to me pellets I ORDERED. Swap out the ones that were delivered. Reimburse me for the cost of the repair for my stoves damages. Here are the Facts: This is a " Switch & Bait". The product I ordered was not delivered. I was told 24 hrs in advance they were bringing a different product. I did not realize there were bringing all 5 Tons. In closing: I have all documentation from Robbing Home & garden on maintenance on my stoves. they were at my home to clean and perform maintenance earlier in the year and they also documented that they Pellets debris & ash needed to be hammered out.