In February of we purchased an Enviro Empress pellet stove from Fireplace Warehouse at 3827 Steele St.in Denver. The end cost of the project was over $4300 for the stove and installation. At the time of purchase, we were advised of the warranty and told that we would have access to service as needed for any repairs or parts if the unit were to malfunction.
Well, the stove managed to heat our home for one winter before ceasing to work.
My husband contacted the company and received the runaround in April.
After several attempts to get the unit fixed, little was accomplished. Several months passed with email correspondence and unreturned phone calls. Finally, this fall, we spoke to the Warranty Specialist and were advised at that time that the company had gone bankrupt and the new company was not the same. The previous company was Fireplace Warehouse LLC, while this company is Fireplace warehouse ETC. However, although told that the old company and new company were completely separate, they are still holding all of the accounts and easily accessed all of our information. She went ahead and completed a warranty request for one of the broken parts. When asked about service, we were told they would not support the pellet stove and told us to find a technician. Unable to do so, my husband was advised to fix it himself. When the stove was pulled out, the
wiring was burned, causing a potential fire hazard. The wiring was replaced, but we fear for the safety of our family if the stove ever does become operational again and causes the new wires to burn as well. Meanwhile, we are in the midst of winter and forced to run our very expensive electric heat, costing $400 per month and keeping the house at no warmer than 60 degrees. When I demanded to speak to someone in charge, I was given a number to a recorded message. Now we have a large piece of junk sitting in our living room with no apparent recourse. I have made numerous attempts to remedy this situation, but the company is unwilling to work further with us. I would never recommend anyone even consider doing business with them, regardless of the "new ownership." It is a ripoff!
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