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Consumer Complaints

BBB Accredited Business since 11/15/1991

Country Hearth

Phone: (419) 531-6622Fax: (419) 531-2602

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
02/29/2016Problems with Product / Service | Read Complaint Details
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Complaint
I have been waiting 15 weeks for a promised repair of a stove purchased on Aug. 25, 2015
I purchased a Pacific Energy Alderlea T4 stove on Aug.25,2015. It was delivered and installed on Sept.23,2015 with an obvious defect. After several emails back and forth Tim T***** of Country Hearth sent me an email on Oct.13,2015 that said "I just spoke to P.E. and they are going to send me a new hing bracket and a step by step procedure for us to replace and repair your stove to better than new."It is now 15 weeks and I don't even get a reply to my emails any more

Desired Settlement
Keep the promise made on Oct.13,2015

Business Response
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customer's dates are correct,however a trip was made to customer's home to evaluate "defect". Please keep in mind the customer lives an hour and 20 min away from our shop. At this time a repair was made to the stove that the manufacturer deemed as correct. I backed the customer, and informed the manufacturer that this repair was temporary and a new "hinge bracket" was needed. The manufacturer replied that because the repair was made properly, they would not send a part under warranty. In order to appease the customer I ordered the required part and purchased it out of pocket. All of this occurred Thursday November 5TH 2015. After this visit we were at the mercy of the stove manufacturer to supply us with the replacement part. We tried to maintain communication with the customer, this time of year is, however the peak of our busy season, and without the part there is no course of action to take. As of February 17th,2016 the new part has been installed in the stove.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
The lesson from this purchase was, never make a large purchase from manufactures not on United States soil. There is no recourse to their lies and failure to honor warranty's. Pacific Energy is a small scale VW diesel!

01/23/2014Problems with Product / Service

Industry Comparison| Chart

Fireplace Equipment - Retail, Stoves - Wood, Coal, Fireplaces, Barbecue Equipment & Supplies

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As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.