ComplaintsforInglenook Energy, LLC
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Complaint Details
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Initial Complaint
04/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a **** Step Top wood stove 2 years ago. Unit still under Warranty. After seeking advise from a different company and finding the broken pieces this business has failed to honor the warranty. We have made several attempts with the business to resolve the failed hardware with no resolution. Opened a case with the manufacturer as well.Business response
04/04/2023
This has been an on going issue where the consumers (two sisters) refuses to believe what we are telling. My service technician who is Manufacturer Trained and Chimney Sweep Professional certified has been explaining to them that the wood stove venting has been clogged with creosote by the wet wood and fence post they are burning. We have been out multiple times at no charge. This started with their venting and now they have moved onto the "broken unit". My technician inspected the unit and there is no broken parts, there fore, no warranty issues. The air control was clogged with creosote at the last inspection and he cleared it. It is most likely filled with creosote again. For the safety of my staff, I will not put another employee on their property.Customer response
06/01/2023
Hello BBB
Thank you for your assistance in the matter. We had a professional team come out after Inglenook refused to completed the cleaning of the chimney and once they were completed they cleaned the chimney cap this allowed the fireplace to breath and smoke without issues. The issue at had has nothing to do with the wood we are burning. Out of 6 cords of wood there may have been a few not much but a few pieces of green wood. The broken hardware on the other hand has NOTHING to do with the wood burned. This is a hardware defect of the manufacture and the only reply from the company is the same that they sent to the BBB. This is NOT a wood issue. This is a broken Air Flow control Valve and a broken Rear vent. If you have any further questions please let me know.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.