ComplaintsforBow & Arrow Stove & Fireplace
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Complaint Details
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Initial Complaint
05/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In the spring of 2021 I purchased a Jotul GF 370 ******* *************** Stove.The stove was installed on Nov 1, 2021.The next day our propane ** **nnected the line and started the stove.From the very beginning there was a vibrational noise that progressively worsened.I first **ntacted B&A on Nov 19, 2021, **ncerning this.Ive emailed,visited,called the store multiple times and Ive been promised someone **ming out to fix it and it is still making a loud noise.I am unable to use the stove with the fan to circulate the hot air the way its supposed to.This **mpany is causing me to regret buying it from them.Below is a bulleted list of my attempts to solve this problem.My last email was on Apri 20, 2022,Today is May 2, 2022,and I still haven't heard back from them. I want my stove fixed or replaced. Ive been more then tolerant and understanding with them.Chronological list of **mmunications ****** B&A due to no one showing up for site inspection ****** B&A questioning next steps ****** Response from B&A ****** Paid down payment ****** questioning any updates on installation ****** stove arrived,paid balance,scheduled delivery ****** STOVE INSTALLED ****** **mplained of loud noise ****** No response,called and spoke w/****.Emailed video of noise ****** Emailed again for follow-up ****** **** responds,sending information to ***********************,installer ****** Emailed again for follow-up ****** **** Response,**** out of **mmission short on staff ****** Drove 1 hour to office but closed early that day.Came home sent 2nd video ****** Drove to office again,spoke with **** and ******, showed video,****** showed how to remove metallic cards from inside to alleviate noise. Drove home, removed cards however vibration is still there ****** Called B&A,the vibration is still there.**** said she was going to order a new fan to have on hand and **ntact **** about **ming out ****** NO response yet .Last email demanding to know when someone was **ming outBusiness response
05/27/2022
This was not a typical installation handled by out company. Usually,our installer will initially start the system prior to leaving after an installation to ensure proper working order. The initial start up of this unit was done by their propane company. We tried to troubleshoot the problems with the customer via email and a showroom visit. We are doing our best to stay on top of service,installations, and inventory during these difficult times. The company we use for installations is down to one person due to a lack of personnel and does not travel to the outer Cape until he has a full days work. We were told by the customer that the fan was the problem. We ordered the correct fan for the unit and that was on backorder. During the time the part was on back order we received an email on 4/20/22 asking for a status. This email concluded with ****************** stating he did not wish to hear from us until we had the part and a date for the repair. We received the part and contacted ****************** for a service call. He was away on vacation, but we scheduled the service appointment for 5/25/22.During that visit the installer corrected the problem of the vibrating trim piece and replaced the fan while out there to ensure there would be no further issues.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.