ComplaintsforFisher's Hearth & Home

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We took an Avalon Avante wood pellet stove in to find out what wasn't working correctly as a wire was compromised. I waited and called them after a month to get information, they gave me an estimate of repairs of about $269 and I said go ahead. I had a person that wanted to purchase the stove once it was repaired, they called ******** and was told the stove was only worth $400. She told me so I then called ******** and was told the stove wasn't worth repairing but was working except for the auto igniter, but could be lit manually. I told them not to fix it and I would pick it up. I called a week later to say I couldn't pick it up until Monday 11/20/23, he said no problem. I went in today 11/20/23 and had to wait quite some time for them to have the stove ready and was told he was having to remove the new parts. I told them that the man said it was working and he was not to replace any parts. I paid the bill of $75 for diagnostics while waiting. When we got the stove and were loading it up we saw that parts were missing and some parts were not our original parts. We went back in and told them parts were missing and they got very defensive. We then got two different stories about the stove from two different people. The repairman came out and when asked why the parts were missing he said he accidentally threw out the motor. I told them I wanted them to make it right and a refund and they said no. They were all very angry and defensive and not professional. When I told them I would do a review on them they offered me a used motor that I have no idea if it will work or not. The stove had just had a fresh coat of paint, they scratched it terribly. Other parts are missing, now the stove isn't sellable. I plan to stop the credit card payment if I can as they are unwilling to work things out and I feel they took parts that were working and now I have a stove that won't work. This was very dishonest and I do not want other people to be taken advantage of, they are terrible!

  Business response

  12/04/2023

  I spoke to the Service Technician regarding  this complaint. Please see attached the description of the work performed and why by the service tech.  This is not a formal work order, rather the events that took place in his words.  If the customer wants the $75 fee returned, I will be glad to do that. I don't want any of my customers unhappy. I believe this to be a miscommunication or misunderstanding of the events.  *********** tech did apologize for the accidental discarding of the non working auger motor and was willing to give them a used, working, auger motor to make up for his error. 

  Customer response

  12/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept the refund of charges. I still do not agree with them not putting a motor back into the stove after "accidentally" throwing my motor away as my stove had worked before taking it in to them. The refund is better than nothing, but this business was very unprofessional and I cannot recommend doing business with them. 
  
  Sincerely,
  
  ***********************

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