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Businiess name:
Anderson Fireplace & Spas
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Review by:
citysearch c.
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Review content:
Bought a new Quadra-fire pellet stove from the Burlington store a year ago. The staff was very helpful during the sales process. Then I needed some service after the sale. That is where the problems started. When they came to install the stove they did not have all the parts for the air intake. They temporarily made it work and said I needed to set up an appointment to get it fixed right when the parts came in. I set up an appointment explaining exactly what they needed to fix. When the service guy came out he took one look at the stove and said, “It takes two people to fix the intake. You’ll have to call and set up another appointment.” Apparently they don’t tell their service people what job they are supposed to do when they send them to a house. They also don’t seem to know if you should call the local store or the Smokey Point service center. I ordered a part that took weeks to arrive and then no one knew who had the part. I had to keep calling between the two stores to run it down myself. If you call the service center in Smokey Point you will never get a real person, just an answering machine. Recently, I had the igniter go bad. I called the Burlington store which transferred me to the Smokey Point answering machine. They called back about 3 hours later. They said they could get the igniter replaced in about 10 days. I explained that the pellet stove was my only source of heat and I needed it quickly since we are still in the middle of winter. She said it would be 10 days to get someone out to spend 5 minutes replacing the igniter. Maybe they’ll send two guys and I can finally get that air intake fixed, too. \r
They are good salesman but if you need any service after the sale you will not be happy. Personally, I would gladly pay extra for a product if they have good after sale service and support. Anderson Fireplace does not have good service and support. I would highly suggest going elsewhere for your stove needs.\r
Pros: Good salesman
Cons: Everything else
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