Superior Stone & Fireplace

Stove is fixed and was fixed very quickly after customers breakdown.We had to work around our busy schedules and customers schedules and it took a few weeks.we were in the throws of our busy season and did our best to get out there as quickly as possible.

Mr.[redacted] purchased a [redacted] pellet stove insert in Oct.Mr.[redacted] had issues with his stove in Jan and scheduled a service call.When we arrived to do the service our techs were shocked,Mr.[redacted] stove had caught on fire and had a hopper fire.The stove was completely...

clogged and had some serious problems.Superior stone and Fireplace quickly called the [redacted] and fowarded the pics and info from the service call.[redacted] told us the stove was neglected of service and not properly being cared for by Mr. [redacted].they also asked what type of pellets were being burned in the unit.Mr.[redacted] was asked what type of pellets he burned and said he got them from a big box store.[redacted] thought that between a possible bridge pellet and the clogged unit A hopper fire had developed.Superior Stone felt terrible for Mr.[redacted] and went to bat for him.Superior Contacted [redacted] and said we have had a few issues this year with multi fuel stoves being converted at the factory and would like to get the parts to rebuild Mr.[redacted] Stove.[redacted] moved their manufacturing plant last year during the busy season and parts were very hard to come by.[redacted] finally got it"s plant up and running in late Feb.early March and stove started being produced again,parts were still not all available.Please [redacted] and [redacted] issues and you will see a world of info on last years problems.Superior finally got parts and rebuilt Mr.[redacted] stove after the burn season was over.Superiors techs got the stove up and running but It still needed mor parts from the fire.[redacted] the manufactuer would not replace Mr.[redacted] stove due to the fact,they thought it was complete neglect.After dealing with this and going out of our pocket to rebuild Mr.[redacted] stove with no resolution from the manufactuer,Superior decided to give Mr.[redacted] A new Stove off the Showroom floor.Superior came out of It's pocket to keep A customer at A cost of $2500.00.[redacted] did not want to gve mr.[redacted] anything and placed the blame on the consumer.Had we just gone by what our manufactuer had wanted Mr.[redacted] would have been left with a burnt stove.Superior stone and Fireplace agrees with Mr.[redacted] that [redacted] customer service was terrible and we did all possible out of our pocket for him including giving him a new stove,for what was questionable owner operator error.

Review: In October 2013, I purchased a brand new [redacted] pellet stove insert from Superior Stone and Fireplace. I requested the highest quality pellet stove insert and was assured this was the model by their staff. When I asked about pellet stove inserts being prone to problems, potentially, this notion was denied. Therefore, I went ahead with purchase and had Superior Stone and Fireplace install the pellet stove insert. The pellet stove insert worked inconsistently for around two months and ultimately ceased working completely in January 2014. After much effort on my part to address the issue, the company had a technician come out to attempt to fix the stove. After the technician photographed the defective stove, he said he felt the pellet stove insert was defective and that I should tell his management to get a new one, and that this one was not repairable. Therefore, I brought this to Superior Stone and Fireplace's attention, and they refused to replace the stove, only agreeing to replace certain parts. I initially accepted this idea, although after a second of their technician's came to my home to retrieve the stove to repair in their facility, I was told the same thing about needing a replacement stove, not replacement parts, and that this one was not fixable.

Upon insisting on either a brand new replacement pellet stove insert of equal or better quality, or better yet, a full refund, I received no acceptable response or solution.

This company refuses to do right by their customer, and I vehemently advise against buying any of their products after spending $4000 of my money there and receiving a defective pellet stove insert and unacceptable customer service. Potentially the worst consumer experience I have ever had!Desired Settlement: After being exposed to Superior Stone and Fireplace's business tactics, I do not even desire a replacement pellet stove insert of equal or greater value, but rather a full cash refund. I cannot trust this company to do business honestly or provide me with a working product.

Business

Response:

Mr.[redacted] purchased a [redacted] pellet stove insert in Oct.Mr.[redacted] had issues with his stove in Jan and scheduled a service call.When we arrived to do the service our techs were shocked,Mr.[redacted] stove had caught on fire and had a hopper fire.The stove was completely clogged and had some serious problems.Superior stone and Fireplace quickly called the [redacted] and fowarded the pics and info from the service call.[redacted] told us the stove was neglected of service and not properly being cared for by Mr. [redacted].they also asked what type of pellets were being burned in the unit.Mr.[redacted] was asked what type of pellets he burned and said he got them from a big box store.[redacted] thought that between a possible bridge pellet and the clogged unit A hopper fire had developed.Superior Stone felt terrible for Mr.[redacted] and went to bat for him.Superior Contacted [redacted] and said we have had a few issues this year with multi fuel stoves being converted at the factory and would like to get the parts to rebuild Mr.[redacted] Stove.[redacted] moved their manufacturing plant last year during the busy season and parts were very hard to come by.[redacted] finally got it"s plant up and running in late Feb.early March and stove started being produced again,parts were still not all available.Please [redacted] and [redacted] issues and you will see a world of info on last years problems.Superior finally got parts and rebuilt Mr.[redacted] stove after the burn season was over.Superiors techs got the stove up and running but It still needed mor parts from the fire.[redacted] the manufactuer would not replace Mr.[redacted] stove due to the fact,they thought it was complete neglect.After dealing with this and going out of our pocket to rebuild Mr.[redacted] stove with no resolution from the manufactuer,Superior decided to give Mr.[redacted] A new Stove off the Showroom floor.Superior came out of It's pocket to keep A customer at A cost of $2500.00.[redacted] did not want to gve mr.[redacted] anything and placed the blame on the consumer.Had we just gone by what our manufactuer had wanted Mr.[redacted] would have been left with a burnt stove.Superior stone and Fireplace agrees with Mr.[redacted] that [redacted] customer service was terrible and we did all possible out of our pocket for him including giving him a new stove,for what was questionable owner operator error.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I purchased the stove from Superior Stone

and Fireplace, LLC in October 2013 and had problems with it functioning

properly from date of purchase. In

January 2014, the stove ceased to work completely. Multiple members of my household can attest

to the fact that I regularly maintained and cleaned the stove per manufacturer

recommendations; the stove was never neglected.

The hopper chute would begin to clog immediately after being filled; even

after thoroughly cleaning the stove.

Various forms of “ultra-premium” pellets were used in the stove,

including pellets purchased from Superior Stone and Fireplace, LLC; all

resulting in hopper problems.

Review: On November 26, 2014, I called Superior and talk to someone, I told him the nature of my problem which is a pellet stove I purchased in April of 2014 is not working. I was told that it would cost 95.00 I gave him my umber and was told that someone would call me that friday (no one called). I called back on friday afternoon and talk to [redacted] and told him that someone was suppose to call me and setup an appointment. He asked what the problem was and I told him that the stove I purchased in april is no longe working. because I was not at home when I called I told him I would call him on saturday to trouble shoot the stove. [redacted] and my husband did some troublesthooting but they could not get it working. my husband was to call [redacted] back on monday to see if[redacted] had found out if there was something else he could do but [redacted] answered and told my husband that he would place a service call for saturday (12.6.2014) bewteen 2 and 4 and in the mean time for him to continue reading the manual (that was e-mail to him) for help. saturday came and we called and[redacted] said that the appointment was for the 12.13.2014 which was not true because we were leaving town on the 12.9.2014 for a week. So we have just been getting the run around from[redacted] and the a stove that has been used maybe 20 time should not be breaking,Desired Settlement: come out and fix the stove.

Business

Response:

Stove is fixed and was fixed very quickly after customers breakdown.We had to work around our busy schedules and customers schedules and it took a few weeks.we were in the throws of our busy season and did our best to get out there as quickly as possible.

Review: In March 2012 I contracted with Superior Stone to build an out door kitchen area. In late June 2012 before the work had been completed I notice that one of the slate stone had a major defict I tooke pictures and brought it to the attention of the job formen . I was told that the repaires would be handled with in a few days. I took him for at his word and made my final payment ( my misstake) to this date I'm still waiting for the repaires to be made I have received nothing but empty promises from Superior.(they have told nme that GOD made the defict not Superior) . I have been calling them for the last 3 months they will not even return my calls. They have received 100% of my money in returned I only have received 70% completed work..

Product_Or_Service: out door kitchen

Desired Settlement: DesiredSettlementID: Replacement

all that I am looking for is for Superior to stand behind their workmenship and make the repaires .

Business

Response:

Business Response /* (1000, 8, 2013/06/27) */

Mr.[redacted],does have a legitimate complaint about the mineral deposit in his stone.Mr.[redacted] has zero complaints about the construction of his job.Our store manager told Mr.[redacted] he would replace te stone at the end of last year.Our manager never replaced.Mr.[redacted] contacted me this spring to replace stone.I started to research and track material down for Mr.[redacted].very difficult stone size to get.Mr.[redacted] gave me a date or deadline to replace 0f June 14th.His complaint was turned in before that date to the Revdex.com.Mr.[redacted] stone was replaced and fully taken care of by june 14th as I promised.If you contact him he will say the stone has been replaced and the matter is resolved as promised.Thank you for helping us.We take pride in running under proper business practices even when mother nature ruins stone.Regards [redacted],Owner Superior Stone Supply

Review: Contracted [redacted] and his firm for mulch blowing services.

He started the project and did not complete the project and left claiming he "lost his shirt"

We have suffered negative consequences as a result of his negligent decision making to walk off our job

Repetitive calls and emails never prompted any response from him.Desired Settlement: Desired outcome is to not be charged as this negligent act caused financial loss to our firm.

This a a clear lawsuit for breach of contract and treble damages

Business

Response:

Superior Stone was hired to blow mulch for Mr [redacted], a landscaper from [redacted].Mr.[redacted] worked with our office about the details of these mulch jobs.We were told by Mr.[redacted] job wer 15-20 min from his shop location,we were also told mulch was kept under cover and dry so it could go through our mulch blowing truck,and we were also told that the location would be accessible with our hose no more than 275 feet.We drove to Mr.[redacted]s shop and loaded mulch for first install of the day.We were told on the phone it was a fifteen minute drive to customers home,it was a 40 minute drive to customers home.When we got there all beds were not accesible to reach with our hose some over 300 feet.Finally the biggest problem was the mulch Mr.[redacted] purchased.The Mulch was soak and wet not covered and dry as he indicated to our office manager.The quality of the mulch was also questionable.This mulch clogged our machine up all day long,causing us excessive wear and tear on our bark blower.we also could not spray in the normal amount of yardage to mulch being wet and of bad quality.We normally spray in 75-100 yds per day and only could spray 20 yds of this product.We also could not reach certain areas and had to blow one big pile of mulch and have guy's wheel barrow to locations.We could not do our work correctly do to all of the incorrect information or fibs that were told by Mr.[redacted].Mr.[redacted] wanted us to come back the following day to finish,but I told him I could not work under these conditions.Our mulch blowing truck is a very expensive piece of equipment and the mulch conditions and being wet caused way to much wear on our blower truck.I told him we could not return do to these circumstances.My truck is our living and I can't afford to operate under these deceptive terms.Mr [redacted] was not charged for the service that day.We did 20 yards of work for free.There is no out of pocket loss to Mr.[redacted].If we had been told correct information and had dry quality mulch and we could reach all the beds,Mr.[redacted]s job could have been done with out any issues.Next time he should tell the truth when he subs a contractor out so the contractor can perform his duties properly,his deceptive information caused these issues.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:There was zero communication between our firm and his office on the blowing day

Review: In November my husband and I purchased a pellet stove insert from Superior Stone and Fireplace and received directions on installation and purchased the parts necessary for installation, on numerous occasions it was asked if this was all we needed and if it was simple to do, the answer was yes every time. So we went home and installed the product, and bought the most expensive and recommended pellets and the stove worked great for a week. Then it stopped working, it would not heat up as much as the first week, it would turn on and off by itself which is dangerous, and sometimes would not turn on at all. I called Superior numerous times, the owner avoids phone calls and had his young employee deal with us and our warranty claims, this has gone on for about a month or so now and we still have no answer as to what to do to fix the stove and the company refuses to return it. The company that makes this model pellet stove has told us that only the company we purchased it from has the ability to return, exchange, or fix the product which they have not done. I keep calling for answers and they keep telling me they will call me back and they are trying to reach out to the manufacturer but it has been over a month and we are out of $2300 for the pellet stove plus the cost of pellets and STILL have to pay for oil deliveries because this company will not fix, return or replace the faulty product they sold us. I have many e-mails saved to both Superior and the manufacturer as proof as to our complaints and lack of responses. I feel as the customer that I at least deserve some answers or help and in a much more timely manner.Desired Settlement: When I originally reached out to Superior and I just wanted help fixing the stove or I wanted to exchange it for a working model. But after trying to deal with a company that is clearly avoiding me and carrying this issue out for more then a month and the owner clearly avoiding us I want a refund. I want to take my business elsewhere to a company that has better customer service and cares about the quality of the products they sell.

Business

Response:

Mrs.Walker called Superior Stone and fireplace specifically looking for the [redacted] pellet stove.She was looking for the best price we could give her on a cash and carry unit.We are a [redacted] dealer and helped her get the stove she wanted at a better price than she was given elsewhere.Mrs.walker came picked up the stove from [redacted] and left. Mrs. Walker installed the stove herself and had issues with the performance of the stove.The [redacted] Is A $1700.00 pellet stove insert that is an entry level stove that she specifically asked for and wanted at a low price point.We have been working with [redacted] on this matter and this all was taking place during the holiday season.Fireplace manufactuers are on shutdown for two weeks from Dec.23-Jan2.When we could speak to a tech from our Distributor we gave her the info instantly.The tech said to make sure unit is getting proper voltage,and also check temp.in surrounding rooms since a pellet stove will draw cold air from the surrounding rooms.Another tech suggested to make sure unit was not in thermostatic mode.This would make unit turn on and off.The tech also suggested that since they installed themselves to make sure there was no cold air coming down the chimney.This was all sent to Mr. walker via email .Mr.walker disregarded this info and basically he went into how the stove is under warranty and he wanted an upgra ded stove.We informed Mr.Walker via email that [redacted] said they would honor warranty if an Authorized [redacted] tech from their area came out.Mr. walker did not want to pay for a tech to come out from N[redacted]We have done evertyhing we can including convincing [redacted] to warranty unit even though it was not installed by a Licensed dealer.My full belief is that the Walkers purchased a unit that is not up to the standards they were expecting.The walkers bought an entry level product and they are expecting way to much from this unit.If they want they could sell their unit and buy a higher end [redacted] and see the difference.The truth is they are mad at the pellet stove and Looking for us to take unit back.this is not an option on a cash and carry unit that we did not Install. [redacted] (owner)

Business

Response:

Superior Stone and fireplace has done nothing but try and help Mrs. Walker.Superior Stone has fowarded the response from [redacted] the manufactuer to Mrs.Walker.[redacted] will honor the warranty from any authorized [redacted] dealer,including Mrs walkers local dealer.The problem is with the Stove or the installation both of which have nothing to do with Superior Stone Fireplace.The first email we received from the Walkers was 12/26.We have to followed proper protocal when dealing with a manufacture such as N[redacted]I stated in a prior email the shut down period for the holiday's,so we could not respond any faster.We have been in contact with the Walkers and have tried to help them through their problem with the Timberwolfe pellet stove.I have turned this problem over to the manufature for them to handle since the problem is with the stove or the installation.The manufacture will handle any problems through the Walkers local dealer and honor any warranty issues.[redacted] is a reputable company and if the stove is defective for any reason they will do everything within their policies to warranty their product. Regards Bill

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Superior is only now claiming that they have tried to help us after we contacted the Revdex.com. I did receive the e-mail regarding a local dealer taking over the warranty but the problem with that is local dealers are skeptical of handling a product that they a. Made no profit from and b. Gain nothing from. We have been working with [redacted] directly for the past week trying to figure our issue out and how to handle this matter and we will continue to do so but that doesn't excuse the fact that Superior sold us what THEY call a bottom of the line product which we had no idea and then claimed they could not return an item that we owned for less then 3 weeks, they then said they would take it back and allow us to pay the difference for an upgraded stove which they never did and now they are putting of their responsibility on a major company that has very little time to deal with us or solve this matter. This is awful customer service, this is not honoring the warranty in the conditions it was stated at time of purchase and this is not good business etiquette to now try to pawn the problem off on a local dealer who may not even want to take over. It's very frustrating that a company would take advantage of a young married couple, first time home buyers with a young child. I feel like this matter is not solved although Superior seems to have washed their hands of the problem.

Sincerely,

Nicole Walker