BBB Business Review

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This business is not BBB accredited.

Dean's Stove & Spas, Inc.

Phone: (860) 621-5311 Fax: (860) 276-1998 View Additional Phone Numbers 120 W Main St, Plantsville, CT 06479 http://www.deansstove.com


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Description

Dean's Stoves & Spas, Inc. offers stoves, fireplaces, appliances and spas. It also offers coal/pellet fuel sales and delivery.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Dean's Stove & Spas, Inc. include:

  • Failure to respond to 6 complaint(s) filed against business
  • 4 complaint(s) filed against business that were not resolved

Factors that raised the rating for Dean's Stove & Spas, Inc. include:

  • Length of time business has been operating


Customer Complaints Summary Read complaint details

35 complaints closed with BBB in last 3 years | 11 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 3
Delivery Issues 1
Guarantee/Warranty Issues 2
Problems with Product/Service 29
Total Closed Complaints 35

Additional Complaint Information

On January 9th, 2015, BBB Serving Connecticut wrote to Dean’s Stove and Spas, Inc regarding a pattern of complaints that had emerged. The patterns, based on the previous two years’ worth of reportable complaints, included faulty purchased items that were unable to be satisfactorily repaired, improperly performed service calls, and an inability to get through to company customer service.

In a letter dated January 13th, 2015, the business responded to BBB regarding the complaint pattern concerns. They indicated that all customer service complaints are taken seriously and that, over the past year, new policies have been put in place in an effort to improve customer service. Additional phone lines and staff have been added to accommodate the volume of customer service inquires.

Also indicated by the business was that roughly 75% of all issues encountered by them are due to operator error and improper maintenance. In response, they have set up classes for their consumers to train them on maintenance and operation of the products that they purchase. Further indicated is that all products come with a manufacturer’s warranty and that  Dean’s Stove and Spas, Inc follows all manufacturer guidelines when it comes to the repair of products.

The business has instituted these new policies and procedures with the goal of bettering their customer service department.

Customer Reviews Summary Read customer reviews

8 Customer Reviews on Dean's Stove & Spas, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 8

Additional Information

BBB file opened: October 25, 1991 Business started: 10/01/1978 in CT Business incorporated 05/17/1999 in CT
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Department of Consumer Protection
165 Capitol Ave, Hartford CT 06106
http://www.dcp.state.ct.us
Phone Number: (860) 713-6300
trade.practices@po.state.ct.us

Type of Entity

Corporation

Business Management
Mr. Dean Michanczyk, Owner Dena Colter Ms. Lisa Fahey, Customer Service Representative
Contact Information
Customer Contact: Ms. Lisa Fahey, Customer Service Representative
Principal: Mr. Dean Michanczyk, Owner
Business Category

Stoves - Wood, Coal Appliances - Major - Dealers Fireplace Equipment - Retail Fireplaces Spas & Hot Tubs - Dealers

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.