Business ProfileforSuperior Stone & Fireplace, LLC

Essentially non-existent customer service and unprofessional business. We bought a new pellet stove from this company to replace our old non-working one. One year later a part was already broken. We called for service and was told that they would order the part. After multiple phone calls over multiple days of trying to get an update on the timeline of the replacement (and told we would receive a phone call back), come to find out, they never ordered the part. It took daily phone calls over the course of three weeks requesting updates in order to get part ordered and schedule the replacement service. I was told that if the part was covered under warranty that I would not have to pay for the part or service. The part was covered under warranty, but I had an unknown charge on my credit card statement. I received no invoice from the tech after service was completed. I received no phone call, emailed or mailed invoice. The company had my credit card on file from the purchase of the pellet stove and just charged my card without my knowledge and without my permission. I do not recommend this company for sales or for servicing your pellet stove.

This customer called us late last month to have us check her pellet stove she purchased in 2021 because it was not working. We scheduled a service call and sent the technician out on December 28. He diagnosed that the convection fan, which is a non-stock part but under warranty, was not working. On January 4, 2023, she paid $165 with a credit card over the phone for the service call and was told that the same card was to be used for the technician's $65 fee to come and install the $500 warranty part. We submitted the warranty claim for the part on January 3 because ******** the manufacturer of the unit, was closed the last week of December 2022 until January 3, 2023. Regency, after reviewing the claim and asking us a lot of questions, approved the warranty claim for the $500 part and we received the part on Thursday, January 12. Right after receiving the part, we called the customer and scheduled the installation for Wednesday, January 18, 4 business days later we received the part under warranty. The technician went on the 18th, replaced the part under warranty and fixed the unit. After that we collected the $65 technician fee. We have proof that the card was provided and entered into our system on January 4 at 9:58 am. She knew from the beginning that the service call and installation of the part was going to be charged, and the part was under warranty.