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Phone: (503) 378-1125 Fax: (503) 378-7407 View Additional Phone Numbers 3800 River Rd N Ste 180, Keizer, OR 97303
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This company offers installation, sales, and repair services for stoves and spas.
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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Jerry Long, Member Mrs. Chong Long, Member
Stoves - Wood, Coal Contractors - General Contractor - Remodel & Repair Construction & Remodeling Services Remodeling Services
THIS LOCATION IS NOT BBB ACCREDITED
3800 River Rd N Ste 180
Keizer, OR 97303 (503) 378-0162 (503) 378-1125 Directions
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Additional Phone Numbers
- (503) 378-0162(Phone)
Complaint Trends - Last 3 Years
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Problems with Product/Service
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Complaint: They where hired to do a preseason cleaning on our pellet stove the first time they came out the broke a fan and did not clean units to industry standers the second time they came out they replaced the fan they broke first time and re cleaned still not to standers when they left neither stove worked did not find out till that night when I went to light stove called them the next Morning and owner said he would call that afternoon between 3-4 no phone call back
Desired Settlement: Stove fixed at there coast
Business Response: Initial Business Response /* (1000, 6, 2013/11/12) */ November 8, 2013 Customer called on October 2, 2013 to schedule an appointment to clean 2 pellet stoves, one free-standing and one insert. We scheduled him for October 16, 2013 at 1:00 pm. Customer called back on October 28, 2013 to say that the tech had come out and was in and out in only 2 hours (he believed that each stove took 2 hrs to complete, when in reality we allot 1 hour per stove cleaning, which I told him). He said that he was awakened during the night by smoke in the house from one of the stoves. He turned it off and looked at it and believed that the combustion fan seized up due to the cleaning (the next day, Iâ€™m assuming) and said that it didnâ€™t appear that the stove had been cleaned -(dust bunnies and webs). He also stated that he didnâ€™t think they cleaned out the hoppers and asked if they should have. I told him that I had never been on a cleaning job so I wasnâ€™t sure, but I had never heard any of the technicians say anything about having to have the hopper empty so they could clean them, so I didnâ€™t believe they did. Scheduled **** to go and check things out. **** came back and said that the way the stove was, it was a safety hazard and that he told the customer that. After ****â€™s visit, the customer called again and asked to speak to the manager and I told him that ***** would call him around 3:00 pm (he was going to be out of the office due to appointments). A little later, customer called back and said never mind, he was going to go on Facebook to complain (which he did, 3 times) call the Better Business Bureau and was going to put a stop-payment on his check and that he was going to call another company to come and â€œfixâ€ the stove and if there was any money left over, he would send it to us. Sincerely, *********** Customer Service November 8, 2013 TO WHOM IT MAY CONCERN: Upon arriving at the customerâ€™s house, I received a detailed complaint about ABB Stoveâ€™s last techâ€™s poor cleaning job and about a fan no longer working properly as it was the day prior to his service. I then explained to the customer that I would be performing a thorough cleaning and investigating the cause of the fan working improperly. The customer was very upset that I needed to investigate the problem before replacing or warranting any items. When he lead me to the Austroflamm Pellet Stove downstairs, the stove was disassembled. The customer had already been going through the unit. He pointed out that the fan was catching the interior blades on some object. I then continued my inspection to determine the cause of the bent fan blade. My inspection revealed that our tech had bent the rusty fan blade with his vacuum hose when cleaning out the ash catch on the back right of the unit. I then attempted to contact ABB Stoves to get authorization to replace the fan motor from the owner. After failed attempts, I made the call to proceed with a fan replacement. When I was going through the wiring to disconnect old fan wires, I came across a control panel lying across the unit with no mounting brackets. I also found a series of wires connected to a molex and then dead-ending, not connected to anything. Instead of messing with the wiring, I cut and spliced the wires off the old fan to avoid messing with the stoves current mess of wires. After installing the new fan, I continued my inspection of the unit only to find that the main fuse controlling power to the whole unit had been bypassed. This fuse is a safety feature for the stove, controlling power and surges to the unit. There was also a rheostate added to the unit for controlling the convection fan speed. This additional feature bypasses the heat sensitive switch that controls this fan and prevents overheating of the unit. I wasnâ€™t able to locate a mounting plate for the control panel found lying inside the unit surrounded by metal. After a proper cleaning was performed, I returned all controls and wires to their original location prior to my arrival. The customer was upset because he did not see me empty the hopper and vacuum the pellet fines from the hopper. I let the customer know that was not something our company performs because soon as the 60 pounds of pellets go back the same amount of pellet dust would accumulate. The customer had advised me that he had called around to check standard cleaning procedures and policies of other companies and I simply stated that their policies and ours arenâ€™t identical. I then proceeded to perform a cleaning on the upstairs unit. I had noticed that the only thing not performed on the previous service was dusting behind the unit. The customer stated that this stove still ran fine and he had already burned it since the original service; this was clear due to the ash in the fire box. I then performed chimney inspections on both stoves. The upstairs unit revealed no pellet exhaust liner going to the point of termination. This would cause soot to fall back behind the stove insert, which was apparent when cleaning out behind the unit. When filling out my paperwork at the end, I went over all the issues with the customer, advising him that the Austroflamm downstairs in the current condition was an operating hazard would fail to shut down due to a misoperating component or power surge, causing damage to control circuits. This is common in rural homes where power outages are likely. The customer acknowledged the stoveâ€™s condition and was more interested in getting out the door to go deer hunting. The stove downstairs would not pass a safety inspection I advised him, because of the adult care being run out of the home and current State of Oregon requirements with situations like this. I then left a copy of the invoice and concluded the service. Sincerely, **** ****** Lead Technician November 7, 2013 To whom it may concern, On the day of October 16, 2013 I arrived at the customers ************ Residence, ***** ****************** Sheridan, OR 97378 at approximately 1:00pm in the afternoon. I was at the residants house for cleanings of two pellet stoves. A Lennox insert pellet stove and an Austroflamm free standing pellet stove. When I first arrived I took a look at both of the stoves to see where the stoves were located and where the chimney was. I then went outside and swept both chimneys with the proper cleaning rods and brushes. When inside the upstairs stove was the first one that I cleaned. I proceeded to thoroughly vacuumed and brushed the inside. I then took off the side panels and wiped and brushed off the motors. To finish the stove I cleaned the glass. When I am done with all stoves I always run the stove to make sure that the stove is sound and that nothing went wrong with it during the cleaning. After running the stove for about fifteen minutes I then shut it down to go start the cleaning on the downstairs stove. I then pulled out the inside panels of the stove to vacuum where I noticed that there was a good amount of buildup of ash. I then pulled the motor of the combustion fan to vacuum the cleanout. After putting the motor back on I pulled the cleanout cap off the bottom of the T that connects to the back of the stove and vacuumed out the pipe and cap. When done I then ran the stove, while doing that I noticed that the power knob was lose, but did not have an affect on the stove running. When I left the residence both stoves were turned on and running properly. Sincerely, ************, Technician