ComplaintsforDean's Stove & Spa, LLC

• Initial Complaint

  04/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  11/17/2022 Dean's Stove and Spa was suppose to pull a permit for installation of 2 pellet stoves and charged me $200.00 to do this. It was never done and I went to town hall today to verify this and she didn't have any record of this so if my house catches fire I am not covered because they were never inspected and signed off of. I would like this situation rectified and have the stoves inspected and have them pull the permit, I was also there today and I asked her if the permit was pulled and she assured me it was.

  

  Business response

  04/19/2023

  Unfortunately, there was a delay in the pulling of the permit, because this is all done online sometimes things do not go thru as expected and the processing falls thru the cracks. The  permit has been pulled and permit is #******* and is scheduled to be inspected on Wed., April 19, 2023 after 4pm.   The unit is installed and the job is complete , awaiting inspection by the town.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Dean stove and spa to service and fix my pellet stove. They have been out over 12 times each time forgetting something and not troubleshooting properly rescheduling took another month each time this issue has been going on since December 2021 now they will not even answer my phone calls and have all of my stove parts so I can’t even find another company to work on it without the original stove parts that Dan the service technician had the last three scheduled appointments were no call no show and I am left with no information as to how to proceed now they won’t return any phone calls or messages just looking for some help. I just want my Parts back.

  

  Business response

  01/24/2023

  To Whom It may Concern:
  
  In reference to Mr ******** statement.  This unit was not purchased through Dean’s Stove & Spa, the unit was acquired from a third party by the customer.  From the beginning, the customer request was to get the unit running, unfortunately the attempted fixes did not work, due to the fact that the unit is severely water logged.  The technician did not take any parts from the unit, he did however replace a wiring harness to see if that would fix the issue and the customer was not charged for it.  The customer has been advised several times that the unit is not fixable due to being severely water logged with extensive damage.  It was recommended on several occasions to trade it in towards another unit. 
  
  Kindest Regards,
  
  Dena C*****
  Dean’s Stove & Spa

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After 4 visits the stove is functional but front facial for the insert is not properly installed per manufacturer recommendation and sits loose on the stove. At this time Dean’s demands a $200 payment before the issue can be resolved. This is in addition to payment already made and above original quotation. On the first day of install, August 2022, I had several conversations with the sales person and owner regarding resolution of installation issues experienced with the stoven despite my providing complete and accurate measurements as requested by Dean’s Staff. During these discussions the sales agent admitted that this issue had occurred previously with the ********* stove purchased and that Dean’s should have requested additional measurements of the Lintel. Initially sales staff offered a “more expensive” stove as an alternate at the same price but this model did not qualify for federal tax credits so I rejected the solution as not being like grade and quality (see last paragraph for additional detail). Upon learning that the stove purchased was already partially installed the owner identified a solution he claimed would solve the fit issue. A second install visit was scheduled, new part installed but front fascia fit issues persist. On November 29, 2022 with no response from Dean’s I asked the Building Inspector to inspect the installation. The inspection failed for 2 issues, fit of the front fascia and lack of insulation at the damper. I contacted Dean’s and a third visit was scheduled. On this visit, instead of brining the modified fascia originally discussed Dean’s elected to address the fit issue with another adapter. But on examination they realized this adapter was already installed on the second visit and did not address the issue. They identified another adapter, a “shoe box”, that they thought would likely resolve the fit issue and left to retrieve it from stock at Dean’s Stove and Spa. Dean’s would not proceed without $200 payment.

  

  Business response

  01/24/2023

  To Whom It May Concern:
  
                  In reference to complaint #********.  Customer was advised of options for the panel, they were advised to do a shoebox fit it would be an additional $ 200.00.  Customer was only charged on invoice #****** for the installation fee of $895.00 and $200.00 for a building permit.  The local building inspector was contacted and it was deemed that the installation failed due to "no rockwool installed" which our crews returned and installed on 12/10/22 at no additional charge to customer.  The installation is currently complete with an offset adapter and the unit is running.  If customer wants to go further there is a charge for a “shoe box" adapter if he would like one installed.  Unit is running and installed to code.
  
  
  Kindest Regards,
  
  Dena C*****
  Dean’s Stove & Spa

  Customer response

  01/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  The unit is installed and running but not properly fit per manufacturer design.  Latches that attach the cover to the stove do not engage and the cover rests on the stove with no firm attachment as intended.  This is the essence of the complaint.  Dean's Stove could have and should have known this and, as expressed by their sales rep and technicians on several occasions, did in fact know that the lentil may be a sizing issue.  Their failure to fully follow up on the lentil dimension at the time of purchase should not trigger incremental charges as the issue was fully foreseeable by Deans Stove and spa.  I stand by me belief that Deans stove and spa should correct the fitment issue in an appropriate way.  If in their opinion the shoe box is the correct answer then it should be installed at no extra charge.  Doing the job wrong twice does not excuse them from finishing the job correctly.

  Sincerely,
  
  ******* *** **********

• Initial Complaint

  12/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We ordered a new gas fireplace in January of 2022 and gave them a deposit to hold the stove. In July we were asked to pay the final $10,000.00 before they would come install. We did that immediately. They then put off our initial install for a month. This was a 2 part install as our home was under construction. We then spent months trying to get them to come out and complete it. They have been non responsive. Our sales person Tracy typically wont take our calls and we got her once as she answered the phone when we called. Sam who is in charge of all installs has been useless and just doesnt care. She has had her past 2 installers quit, and once even said that the installer was outside but could not get in as they were digging across the driveway. They were not, they were digging somewhere else in the yard. This guy also quit. They then said they needed more parts, and most recently said we needed to connect the electric before they could come start it. The electric has been connected for months. They wont take our calls, they wont make a final appointment and we just want them to come get their stove and give us our money back. We cant trust that they will service this 10,000 dollar fireplace when they cant even return our calls or finish their install. This has been going on for over 4 months. They promised by Halloween, and then Thanksgiving, and then Christmas. They lied about all. We really need your help as we cant even get them to talk to us.

  

  Business response

  01/24/2023

  To Whom it May Concern
  
                  In reference to the complaint. We, like many other companies have been challenged with staffing issues as well as product delays, but this is not an excuse.  Prior to receiving this letter , we have been in contact with **** *********.  We were last out to his residence on 12/20/22 to run the venting stack and attach pipes.  Customer did come into shop on 1/10/23 and purchased power vents to be installed.  A technician was dispatched on 1/18/23 to start up unit. The remote for the unit was faulty from the manufacturer so we will be returning to test unit and make sure everything is operating once we receive a replacement from the manufacturer under warranty.  We have been in contact with the customer and working with them, and addressing all issues.
  
  
  Kindest Regards,
  
  Dena C*****
  Dean’s Stove & Spa

  Customer response

  01/25/2023

  
  Complaint: ********
  

  
  I am rejecting this response because:
  

  The response is inaccurate and self-serving.  there have been no material delays, and they forgot to order the power vent, and then they forgot to order the wiring harness for it, and then they forgot the remote.  it has been a comedy of errors, and they just dont care.  i bought a complete power vented unit, and they cannot take the time to care about completing it.  I have been asking since last week again when they were bringing our remote so they could have all functions operational and test it.  they have not responded.  I need this working and operational or they can come take it out.  This has been going on for over 6 months.  there are no excuses.  if you need i have many unanswered emails from Sam who is in charge of service.  the email from you is the first i have heard about a defective remote, which again is a lie, they just dont know where the remote is.  they are a horrible company who just doesn't care, and customers should be warned about doing business with them. 

   

  
  Sincerely,
  
  **** *********

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a hot tub from Dean's Stove and Spa. We have have had repeated issues with the ********** Hot Tub and Dean's inability to fix it. The tub was delivered in September 2021. The hottub had its first leak within the first 6 weeks. We have had 5 individual instances where the tub has leaked then fixed. Most recently the tub was fixed and leaked the next day. We have asked Dean's for a refund for the hottub. We have lost any confidence in the manufacturer and Dean's ability to repair it. Dean's will only extend the warranty or provide a new tub. We are requesting a refund.

  

  Business response

  07/01/2022

  Hello Mr. *****,

  We appreciate your business and understand your frustration with the situation. As you have stated, ********** has indeed offered to exchange your spa for a brand new replacement. Please understand that this offer from the manufacture is far beyond the normal limited warranty they offer and is a direct result of the work the Dean's team has done on your behalf. The offer you have received was approved by the vice president of operations at ********** Spas. Unfortunately, Dean's Stove & Spa LLC is unable to refund you the purchase price of your spa at this time. Any and all warranties are issued by the manufacturer not the retailer. The work completed to date has been in accordance with guide lines that ********** Spas has provided and can not be circumvented by Dean's Stove & Spa LLC. As we have stated previously we suggest you accept the very generous offer from ********** Spas to receive a replacement unit free of charge. Dean's Stove and Spa LLC can not take back a used spa after it has been used, so a refund is not an option. Please feel free to give us a call if you would like to discuss the matter further.
  

• Initial Complaint

  02/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased for Dean's Stove & Spa, LLC in *** ******** **, a **** ******** cast iron wood stove on November 6, 2021. The representative was Sean M*********. Today is February 23, 2022; disappointingly, this stove has been sitting in my living room since January 19, 2022 because still has not been in stalled by Dean's Stove & Spa, LLC contractors. The contractors have been to my house twice, telling me that the stove cannot be installed with the ordered chimney liner pipe or not at all; and that I should exchange the stove. I have called Dean's Stove and Spa (what must be the *********** ** telephone number (************) at least six times, and have gotten the brush-off from their representatives every time saying that a different liner must be ordered, or someone else will contact me. They have never called back. On Feb 19, 2022 I spoke directly with Zack, the new representative at the *** ******** Store. I requested to cancel the order. He stated that there was a 20% restocking fee for the stove. I expressed this was fraudulent since they could not complete the order. Today I called again the Plantsville Store to request a refund of $934.99 for the missing chimney liner pipe and to cancel the installation by the contractors. Once again, I was brushed off, saying someone (Dena, I had to request her name) would contact me. I asked for improved customer service to be called back within the hour and was told they didn't know when my call would be returned. This has been a very disappointing experience of nearly 16 weeks! I have since identified another company to not only install, but able to sell me a better stove for less and have it installed within one week. Please help.

  

  Business response

  03/19/2022

  *** ******** ********* ** ***** *** ************* ** ***** *** ******** 

  To Whom it may concern;

    In reference to the above ID, we can confirm the customer (******** *********) did indeed call into our main phone number on February 19th, 2022. As described the customer purchased a **** ******** wood burning stove and liner. Our technicians were dispatched to install the unit at the customer's home. Upon arrival and inspection the original 6" liner that would typically be installed for this unit was found to not fit in the chimney in the customer's home. It was ascertained that a smaller diameter 5.5" diameter liner would be needed. Unfortunately upon return to our warehouse our technicians found that were temporarily of of stock on the special order 5.5" liner kits. The customer was made aware of this the same day and advised that the liner was already on order and was expected soon. We also placed additional calls to suppliers to attempt to expedite the receipt of the kit needed. The wood burning stove (Rockport) was left on-site at the customer's home to ensure the easiest  quickest installation possible once the liner was received. The salesperson Zack also followed-up with the customer the same day. The customer advised Zack that given the circumstances they wanted to cancel the installation. Zack advised the customer that our accounting department would in touch as soon as possible. On February 23rd, 2022 at 3:30PM a call was made to the customer with no response. A voicemail was left for the customer to call us back at their earliest convenience. The customer was advised that we would need their credit card information to refund the monies. The following day (2/24/2022) at 9:50am called in and the cost of the liner was refunded. The customer was advised prior to refund that the liner in question was expected later on that day. A refund was given of the total cost of the liner in the amount of $861.42. Customer stated she would have another company install the unit. The customer received a full refund for the liner kit, and the wood burning stove was delivered at no charge and left at the installation address. There is no additional refund due at this time. If there are any additional questions please contact us at ************. Thank you.

   

   

  Customer response

  03/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

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