Bennett Handyman

"Mountain Home Stove & Fireplace is disappointed that we have not been able to address your concerns to your satisfaction and of course we will do our best to make this right. As I explained in our phone call, we do not have record of you contacting us since April to repair the heat distribution fan. We did repair the fan and did not invoice you as a courtesy. As I agreed, we contacted the manufacturer, and their regional representative contacted you. The rep reported to me you stated that the banging was fixed by the work we did after installation and that the only problem you are currently having is the woofing or poofing, which as we explained can be addressed by changing the setting on the remote to Continuous Pilot. Further, the manufacturer has found that continued banging after the work we did is due to issues with the framing, which we did not do. Our senior manager will be touch to do a courtesy cleaning and set the remote to the proper winter mode which will address any poofing."

"Thanks Sandy for the positive feedback! We think Josh is pretty great too!"

"Lisa, thanks for the kudos. Jeremy will be happy with the great feedback. Always a pleasure to help out you and Doug!"

"Thank you for taking the time to review Mountain Home Stove & Fireplace. We appreciate the feedback from our customers and look forward to serving you in the future."

"Thank you for sharing your feedback. We are discouraged to hear of your negative experience as our main goal is to provide excellent customer service and appreciate this opportunity to respond to your comments. We will continue to focus on improving our customers experience. (1) You originally contacted us about installing a pellet stove you purchased in January 2016. We emailed you an estimate for the work based on your description and dimensions. Winter is a very busy time of year for us, and we mutually agreed to revisit the project in the summer. We completed all but a decorative trim piece in September. (2) MHSF installed a pellet stove that you purchased from an unknown source and provided. The stove's vent outlet is too low to allow the cleanout on a standard cleanout tee to open properly. We are now checking for this clearance on stoves that we do not supply. Note that the cleanout collects non-combustible ash from the exhaust process; your family was and continues to not be in danger from this product at any time. The pellet stoves that we sell have a safety control feature that shuts the stove off should the exhaust vent become blocked by this collected ash; however, we cannot speak to how this stove was designed. (3) We acknowledge that the installation of the trim collar at the ceiling took longer than anticipated, and we apologize for this. The trim collar covers an opening between the pellet pipe and an old chimney, which we stuffed with insulation to prevent air leakage. There was no opening to the outside to allow rain or snow to enter the home at any time. (4) The final cost of the installation was greater than the original estimate due to us using more vent than anticipated. The original estimate was made based upon your description of the work and distance to the roof penetration. In response to situations like this, we have technical staff visit a site before issuing an estimate with considerable vent. Also, between the time of the original estimate (January 2016) and installation (September 2016), the pricing on pellet vent increased, and we had to incorporate this into our billing. (5) Management was not aware of the two remaining issues (trim collar and inoperable cleanout) until your invoice was flagged at over 70 days past due, at which point a phone call was placed to ask for payment (11/30/16). You explained your concerns and questioned a charge for the trim collar and storm collar, which we had fabricated locally to fit the situation. An owner spoke with you after this to fully understand the issues and to request that some payment be made to cover materials and labor that this small business had paid for. The fabrication charge was indeed erroneous and a credit memo and revised invoice were issued. (6) When a small business' invoice for materials and installation on a private property are unpaid, the only legal recourse for us is a mechanic's lien. MHSF maintains our lien right"

"Hi (consumer name withheld per their request) Thank you for taking the time to share your experience. The Mountain Home Stove & Fireplace Team appreciates you sharing your positive feedback. We look forward to taking care of your fireplace needs in the future!"