Dean's Stove & Spa Llc

Terrible on Every level. Grade F on BBB and deserves it. Bought my stove not knowing this… BIG Mistake. Blind leading the Blind there. From the beginning they sold me the wrong parts to install, gave me the incorrect statistics on the stove and had poor customer service. After returning the incorrect parts TWICE one of the installers (the only people there who had a clue) finally got it right. Soon after install the Feeder safety button broke, the ceramic bricks cracked and blower started rattling. Except for the blower I had to replace, which meant more trips to the store (30miles away). Just today the circuit board blew $340...Here's a shocker it’s out of warranty, I've only used it 2 seasons. Lopi Leyden is the model so stare clear of that’s stove and this store. For close to $5000 investment you'll save yourself a lot of grief going elsewhere. BEWARE! more

Terrible company. They do not follow up on work they perform and caused damage at my house. Do not use them. they are scam artist. They have a F rating on BBB. I wish i knew this before i used them. The owner would not call me back and i have no choice but to sue them now to fix the issues they have caused. Save yourself and go somewhere else. more

Purchased and had installed a Fireplace Xtrordinair, model Elite 36, wood burning fireplace from Dean's Stove in Plantsville. Rob was the lead installer, and he did a great job along with his assistant installing the unit, the stove pipe and explaining details related to operation. We've recently been using the unit extensively, and all I can say is that it works "as advertised". The heat generated is impressive, and now that I'm use to operating it I find that the unit can maintain a fire and leave a bed of very hot, red coals through the entire night. Very impressive for a wood burning fireplace. Dean's staff were very helpful in reviewing our installation prior-to making the final decision to purchase since I was concerned about the details of the installation. I was removing an old fireplace unit, so I had concerns about "prepping" the area for the new unit, and I had to deal with a 27 ft high ceiling. In addition, Dean's had to deal with carrying the unit (approx 600 lbs weight) up to my backyard (our house is literally built into a hill), on to our raised back deck, and then into the living room area. Not an easy task. All I can say is they did a great job, and the unit works great. Before I made my final decision to purchase I asked Dean's for some references of installs from my home town, which they provided. After contacting two references, and learning they were both very satisfied with Dean's installation, and the operation of their units (one unit was the same as the product I was considering purchasing), I then contacted our local building inspector's office to check if they remembered any prior installs by Dean's, and found they did remember and thought they did a good job. After all this I went ahead with the purchase, and I just want to repeat, "the unit operates as advertised". I've had an excellent experience working with Dean's, and with this particular product. As with any major investment, I would just advise anyone to research the product, check with references, and get all your questions/concerns answered before making a final decision. more

In response to Dean's posting that these reviews are bogus, I am a real customer. My name is Kevin Deame. My phone number is 860.871.8665. I live in Ellington, CT. I bought a gas stove from Dean's and the entire process was a nightmare. It took months to get everything installed and months again to get it installed properly. When removing the existing fireplace insert they damaged a door and porch and left it in my back yard (rather than taking it away as promised). No response. I can't tell you how many calls/messages were not returned. When it was originally installed the fireplace kept 'exploding' (loud pop that would blow out the pilot) when it would light. Very dangerous in my opinion. I had it serviced by Andy on 10/5/2010. He said that the burner was 'cracked' (presumably from when it kept blowing up on startup) and should not be used . He would get one from inventory and install a new one. Have I heard from him or Dean's since? Of course not. Called them today 10/16/10 and after getting bounced around, I spoke to someone who was going to see if the part was in inventory and get back to me "in 5 minutes". That was 2 hours ago. They won't call back. They never do. Update: Came across two competent people (Ashley & Derik) that were very helpful, but the part I need will be at least three weeks from the time it was ordered with no option to hustle things along even though I am willing to pay additional shipping. more

I went to deans with a complete open mind my wife did not want me to install or do anything . Pay them to do it all. It started with the poor sales (tracy) and so uniformed and uncaring . my wife usually complains because i am a informed shopper usually! so i b payed what they asked and expected great service. what i got was inexperience. So it may be good to shop here and have someone else do install but please shop around ... more

I had done my homework and picked a stove from a different store in another part of CT because of a spring sale but my spouse, the engineering brain type, suggested one more research trip-- to Dean's Stove and Spa. Apparently several people at my spouse's workplace recommended Dean's for good prices, variety, and excellent service. I totally agree and have purchased a wood stove fireplace insert from Dean's Stove and Spa. Everything Ron told us about the stove has been correct. We purchased the stove and had it installed one week later and because of warmer weather we didn't fire it up until recently . The stove heated our house, 2000 sq ft, and allowed me to be warm in our kitchen, dining room, and family room for the first spring time in 6 years! I used to cook with a jacket on in the winter. I have to say the installers, J and B, were early (but called ahead and asked if it was okay to come then-you bet, I was eager)), tidy, business-like but friendly, and explained the working of the blower .Additionally, J helped us out by filling out the technical parts of an insurance form required by our homeowners insurance. The town building inspector okayed the installation of the stove and the chimney sleeve and was impressed by the mantle shield. Dean's prepared us for the whole package. The manager even filled out the building permit and gave us our tax credit certificate. No CONS here, only PRO's! I will be going back to Dean's to check out those bio-bricks and to schedule yearly maintenance checks.( Yes, Ron was thorough) I am very glad that I took one more research trip to check out a store with variety, good prices,knowledgeable sales staff , and a lot of Pro's! Pros: Great variety, Helpful salespeople, and Efficient installers Cons: Haven't found one yet more

Allow me to apologize for the typo error on claiming the stove was purchased in 2009, it was 2008 thus making the nightmare of owning this even longer.FYI we did purchase pellets from Dean, 12 bags at a time, that did not solve our problem.To say that your stoves work better with Deans pellets is just plain stupid. Its trial and error to find what pellets work with the stove that was purchased, you should know better. I contacted the Lennox rep the first time, not you.He came and the problem was not rectified.There were many of your service people who came here, the problem was not solved.You know nothing as far as how clean we kept this stove. It was cleaned every 2 or 3 days,we had no choice but to do so.Were we expected to now how to replace burnt out ignition sensors? , I think not. Without that sensor, there would be no heat Ron,as we found out yesterday,when the second rep from Lennox came here to look at the stove.Why is it that all the people you sent out never found that? and that was just one of many things wrong all inside the housing unit, so no, we are not servicemen who have the computers and gimmicks to test all these pieces.I see many many people here unhappy with Deans, glad to see it wasn't just me. You said Dean sells the stoves, he doesn't make them,well buddy, if he sells them, he should stand behind them. If you go out to dinner and get food poisoning from the chicken you ate, do you go after the owner of the place, or are you telling me it wouldn't be his fault and you would go look for the farmer who raised them? I find it funny that you started with my review and find it to be the worst, what I said was nothing compared to some others. Your a mere salesman who knows zip about these stoves, except the price. You and Deans taught us a great lesson about trust and honesty, neither of you know the meaning of the words. As I said, the second rep from Lennox came yesterday, he found many things wrong, including the installation, we were sold kits that we didn't even need.Is the problem fixed with this stove, who knows, he was smart enough not to say as the others did"your stove will be fine now", Its 60 and 70 degrees at the moment, kind of like finally getting your snow ski's adjusted right and having the store tell you to try them out,, in the middle of July. I'm done with this blog, with you Ron and Deans, I'll let the BBB continue to decide what to do with you, I see its not the first time they have heard of you. People, again stay clear of this place.. Update: 3-22-2010 We tried the stove today due to the cold and rain, as expected, started it around 2PM, went out by 5PM. Never much of a flame, and no heat. Problem still continues! Pros: None Cons: Too Many more

There are always two sides to a story and I'd like to make a few respectful rebuttals to the following posts which apparently makes Dean's Stove & Spa look like a criminal enterprise. My name is Ron - I've been a sales/service representative at Dean's for 2 years. Recently, I came upon this site, stunned by the criticism and venom spewed over the internet and if you click on the tab in the upper right-hand corner of this page, you'll find lots of other people who are equally appalled at the damage anyone can inflict upon unsuspecting businesses. Truly, it's not always easy to please everyone but we try our very best, don't we? Honesty and professional courtesy are important to me and I continue today to maintain a high level of integrity when dealing with people like you who are reading this. I'm not afraid to post my name, expose myself to your scrunity, or tell my side fo the story, so let me begin. Firstly, my customer, RWoike, who has listed her complaints below. I start off by debunking her claim that she purchased her stove in 2009. I have the original sales receipt dating to October 2008. OK, she may have stretched the truth there. From my recollection (and original paperwork which I have) I suggested, and sold her an awesome Lopi Pellet stove that is manufactured by Travis Industries. When our crew went out there to install it, the Woikes rejected it stating that this was NOT the stove they ordered. Yet, they had come to the store and we did all the paperwork . OK, our guys came back to the store + everything had to be re-negotiated by the manager. I don't think the Woikes' were happy at that time. So, they ended up getting a less expensive Lennox Winslow Pellet stove. Not a bad stove, but certainly not as good as a Travis unit. From the beginning, there were some air flow adjustment issues and our techs graciously went out to make those adjustments - free of charge. Keep in mind that Dean's does not make a Lennox stove, only sells and services it. Also, if someone's glass is getting sooty and black, it may be the pellet fuel that the customer is using - not the actual stove. RWoike says it give zero heat - I seriously doubt that, but if that is so, it is usually an air-flow issue (perhaps the stove needs cleaning. And, oh by the way, yes she did cancel her check and we let her slide because she was so upset that her "problem" came back right away. [maybe the New England pellets aren't quite doing the job]. To follow up, Dean's is waiting for the Lennox rep to call us back so that we can again address Mrs. Woike's problems and come to a positive resolution. As to Mark Smith who "had to wait". Sorry for that but sometimes we get a lot of people coming to our fantastic store. People travel here from all over New England and of course everyone wants to be first. So, we'll get to you as soon as possible...please be patient. Tying into that, the BBB thing had to do with many signed up customers who wanted to get out of their purchases when oil started to plummet. They had signed on the line, gave their deposits, ordered stoves, then wanted their money back. Company policy did not agree with them so they went to BBB. Result? Lots of complaining customers. Still, Dean's has way more SATISFIED CUSTOMERS [thousands!] than unhappy ones. Lastly, dear "DEANS SUCKS", who are you? A disgruntly ex-employee who got fired? Perhaps a competitor? Who know? Point is, your story does not jive. Stoves are NEVER delivered "without doors and mantel". What are you referring to? Doors are attached. Besides, when we deliver ANYTHING, we make sure someone is there to receive it. Company policy. Sincerely, Ron Goski Pros: Dean's has a competent and professional sales/service staff Cons: With over 20,000 customers, consistent service is needed more

We purchased our pellet stove last Winter, 2009. From day one this thing didn't work correctly. I can't tell you the number of service techs that came here, all with the same old story. I got so fed up with them, I finally phone Lennox, maker of the horrible thing. They sent out one of their tech's, who played with this and that, just as the rest had done and off he went. Now here we are almost a full year later and the "problems" continue. Not only does it throw next to zero heat ( for something that was to heat 1500 sq ft., we sit in the same room it is in with sweatshirts on), the glass is still as black as can be and now the latest, it decides to shut itself off...... I too have never met this Dean, if there is such a person, but I have been in the store and people are right, as long as your buying they are bending over backwards for you, after that, forgetaboutit.... Yesterday again another tech shows up, goes through the same routine only this time surprises us with a bill for 180.19..... for a problem that has gone one for a year now..... I paid this man as he claimed that he was certain the problem would be fixed...I looked at my husband and we both had a chuckle with that. Sure enough, we got up this morning and there was the black glass and lack of heat,,,again. I took some pictures and was going to stop in the store to show the owner just what a mess I once again had, but decided to phone first, make sure he was there,,lol, no the man was not around,, again. Finally after a year of garbage with this business, I went on line and stopped payment on that check I gave them, for doing nothing yesterday. Hey, you think I will finally hear from them????? I also read one of the comments here from Deans claiming that many of these complaints are made up, I am here to say I am a real customer and they know who I am.... They claim to be one of the best in America, this may be, but it sure isn't for the products they sell, or their customer service, instead maybe for the bs they toss around. We will also be contacting our Atty General and perhaps the local news media... If you want to save yourself money and headaches, stay away from this store, its a farce..... I even hated giving this place 1 star, but had to..... Pros: There Are No Pros Cons: Horrible Service & Products more

We went to Dean's with the intention of replacing our pellet stove with a wood stove insert. We did find two we liked and asked when a sales person would be available. We were told we'd be next as soon as one of them was free. Unfortunately two couples that came in after us were helped instead because we were told they had been to the store in the past and we were going to have to continue waiting. We decided that if previous potential buyers continued to arrive we'd be there for a few more days. Deans is obviously doing well enough that they didn't really need our money today or in the future. We decided to go to Meriden to shop at "Afterglow" and spend our $3100 there instead. We purchase the exact model we had been looking at in Dean's. I've been a sales manager most of my professional life and on a scale of 10 I'd rate them a 2 in customer service. First impressions are key to both personal and professional success, Deans showroom is great but drops off dramatically after that. Go elsewhere if your looking for alternative energy sources. Deans attitude suggests they have plenty of business. I'm sure your competition appreciates your ineptness. Pros: Large selection Cons: Dreadful customer service more

11/03/09Do not go there Review of Dean's Stove & Spa Llc by DeansSucks Ordered a stove for my home and when installation time came they would not return calls. After 3 weeks of dealing with them they deliver the main stove but not the doors or mantle. Another 3 weeks goes by and finally I have my attorney call and they tell him they dropped it off and someone must have stolen it before I got home. Make a long story short I drive up there and get the same idiot that sold me the stove (Mark "I'm a loser" Tiseo) and he doesn't recognize me so I proceed to ask this idiot how long it takes to get the doors and mantle if I ordered today and he says about a week. Then I tell him who I am and you haven't returned my calls in six weeks and the bs of my stuff being stolen. Since he doesn't want me to make a huge scene he tells me my stuff is in the back and they magically appear. Bottom line this place is a joke and I can't believe they are still in business. Pros:None Cons:Everything Pros: Surprised still in business Cons: They are con men more

We at Dean's want to make sure the public is weary of phony reviews. Dean's has made many progressive moves in the Hearth Industry to insure we take care of everyone. Wether it is expanding our Service Dept another 5,000 sq. ft, Install Dept 7,000 sq ft of added space, and a combined 15 new Service and Install techs. Deans Stove & Spa recommends reviews from sites where clients names and address are available to insure it is a REAL customer.We spend a lot of time researching our records if we see a unsatisfied client. If you the consumer, reads through some of these reviews, it is apparent that some of these hold no water, i.e. lack of information, lack of knowledge of state/federal laws and how they change through time ( which is not the fault of the consumer but blamed on our company ) with no REAL proof of purchase.There is a reason we have grown in our 30 year history to become one of Americas most respected Hearth Shop. We continue to grow to help our over 30,000 costomers and that will never change. We hope to see you at New England's Largest Hearth Shop! And hope you visit our Website. Thank you from Dean's! Pros: Extremely hellpfull Sales/Service/Install staff Cons: To many great products to choose more

Just bought my wood burning insert at Dean's. I had a great experience from start to finish. I worked with 2 different sales people who were knowledgeable and courtious. The 2 fellas that did my installation were TOP notch! I will tell all my friends about mt positive experience at Dean's. My only concern is it did take awhile because the place was packed. Oh yeah, my kids even had warm baked cookies hot out of one of their stoves. Pros: Great product, better people Cons: Very crowded on the weekends. more

I had a gas insert installed in my fireplace and it heats my whole house. 1500 sq. ft. From when I purchased it to the day when it was installed, It was a very pleasant experience. I have it for a year and they call me every six months to see if I have any problems. Cons: none more

i just visited my best friend who told me that she had one of these stoves installed... Being handy with my hands...I will tell you... It is a nightmare...they did not install it correctly The pellets are overpriced and I visited this place out of curiosity Obviously, they have made a lot of money from their customers I watched unanswered phones ringing-not even a smile with customers- just a feeling that they wanted to seal the deal Hopefully, some smaller pellet stove places will open and these folks...judging by the former comments- will get their heads together Pros: None Cons: Read below more

Dean's may be the biggest distributor of stoves but they have the worst customer service of ANY STORE ever!!! They ignore the phone like the plague, if you are ever in the showroom, watch how the phone rings and NO ONE ANSWERS! Its as if they don't hear it. The management is the worst I have seen. They may know about stoves but have zero customer follow up. They themselves won't answer the phone and do not return phone calls. If the managers and owner are bad at servicing how can the staff be blamed. I did find my installation pleasant and Chris and Brian were very knowledgeable and very polite. I have called for service a few times but never received a call back, at which time I went to the store. They were very busy but I noticed they did ignore the phones just like the showroom people. I think if the management was replaced or taught proper training and show respect to the customers that are keeping Dean living as well as he is, then maybe they will change the way we all look at his dismal attempt at a business. I only met Dean once but got the impression he was in the business to make money and that was it. He was told he had an irate customer on the phone, but refused to take the call and laughed! Not the kind of person you want to give business to without heeding all the red flags!! Pros: Installation department was great! Responsive, professional & very pleasant Cons: Extremely poor management more

Same as other reviewers I say GO ELSEWHERE!!! Tracy was very helpful, but there is poor to no service after the sale. My stove was a showroom demo and there were missing parts. I had to call 4 times and finally got a grate scraper and damper handle. But they could not and would not provide me with the leveling feet. The owner Dean is very aloof & practically void of customer service skills. When I had an issue, their service "manager" was friendly, but didn't recognize the model of my pellet stove and sounded like he flunked out of the 5th grade. My stove is under warranty and when I suggested that they come out and have a look they were not very receptive. Pros: Good price on showroom demo Cons: NO service after the sale more

Lots of variety in showroom. Staff seems educated but be prepared to wait an hour just to talk to someone. When you order the product that process takes an hour too. After you've waited another hour in line. Customer service gets 2 stars, product 4 stars. Pros: Good product Cons: Be prepared to wait, for EVERYTHING more

I have been reading all your reviews for Dean's Stove and Spa and I thought you should hear from one of his many happy customers. I bought my pellet stove there 9 years ago and to this day I have had nothing but the best service from them. I have had a time when I did not get a call back right away but it always cam and they always came through and fixed my stove and got me my pellets! I have had all of my family buy there and they all have gotten wonderful service. I hope you all are ashamed of yourselfs, think about how many customers they have and how can you expect everyone to be happy? I am sure there are many business owners out there that can say they don't have 100% happy customers. Pros: Sales, service and installation at the one stop Cons: NONE more

I never received my pellets. My stove never worked properly. After they "fixed" it my stove never worked at all. They refused to re-fix it. After playing the "on hold" game they just hung up on me; more than once. I was always polite. They were not. DO NOT DO BUSINESS WITH THESE PEOPLE. I have a 5k paperweight sitting in my fireplace. Pros: The stove repair man was informative and professional. Cons: literally. They are a family of conartists. more