Dean's Stove and Spa

terrible, deans manager and owners wont return calls or emails.

I am handicapped. so I sellected a supplier who, I thought, would handel the job.

I purchased a gas fireplace mantel, stone hearth and the complete installqation from Deans.They did not delliver as promised. I had additions costs of over two grand to fix their mistakes. I had fire damage, a bothched carpentry job and totally unacceptable mantel installation. Their installer, Paul,even gAVE UP AND told me he would plow my driveqwy if my cqarpenter could fix it, I threw him out at thaT point. I srtill have a problem with the building inspector as they did not haNDLE THE PERMIT process AS PROMISED.

I could go into a lot more detail, I do have a paperwork trail to support my accusations. During my carrer I dealt qwith many big venders. The problem with Deans is thaT THEY WILL LIE AND WHEN IT COMES TO LIEING, ITS NEVER A WIN SITUATION FOR THE CUSTOMER.

I just wanted a fireplace for my WIFE by xmas and was willing to pay for it.

I would not rcommend Dean's Stove and Spa.

The whole  process as explained when we ordered our door.

very helpful and friendly staff, Tracey was a great help in getting us a fireplace that worked within our constraints.  Never did we feel rushed or pressured into buying anything extra or what wouldn't meet our needs.  The startup crew did everything right.

After tha, the GC finished off so well, it looks like it always has been there.

Technician cleaned and tested the stove and told me it was working fine. Three dasys later stove would not stay on after ignition. My mistake was paying and accepting a maintenance agreement that the technician did not have a copy of with him. When the copy of the contract came from the company it is not a maintenance agreement it is a cleaning agreement. The stove would not stay lit after Lou L. said it worked fine, Lou said it worked fine so I signed saying repairs were done to my satisfaction but had the same issue after ignition as prior to them being here.There is a 45$ transportation charge for them to come out to our area on top of the fee paid for the contract. There is no language about three day cancellation because they have already been paid. We went with them because they were the only authorized Lenox/ New Country pellet stove repair. The company wanted to charge me $75.00 for a canceled appointment. They neglected to inform tech that appointment was canceled and we would not let him to reservice the equipment. We ate the cost of the 3 year contract as a lesson learned about paying without a copy of what we thought we were buying and company wanting to charge us again for the same problem we called them for.

It was reasonable. They did the work and were professional. I bought the stove there many years ago and I stayed with them.  I was a little upset because they did not give me a receipt.

System doesn't work due to incorrect install per one of their technicians (Chris). Logs were set improperly - too close to the front. This was corrected, and it still does not work. Poor service response. I had expected faster response time and better communication. Examples: It takes multiple phone calls from me to get a response, weeks to wait for an appointment. They had an internal communication problem resulting in a no show for one appointment on 10/1 that they set up. The installation contractor paperwork they provided me to give to the town for the permit was expired. Their installers do not seem to have the experience and skills with their product. It is now December,   nearly 3 months after the installation, and I have an appointment for their technician to come and determine why my system does not work. I am hopeful for this to be resolved; however, I have lost confidence in this company's dedication to quality service. I wish I had gone elsewhere. They seem fine until they have your money; then, you are no longer a priority.

install was supposed to be completed in approximately one month and two visits.
it took four months and many visits to correctly identify and fix the problem and get it working.

After many headaches, I now have a beautiful, functioning fireplace.

They cleaned it up really well. They were really professional and knowledgeable. They put drop cloths and wraps so it didn't get soot anywhere. It was the third time I had used them. One of the men unloaded the pellets and the other cleaned the pellet stove. They did a great job.

It took 2 visits and many phone calls to get the job done. We were never told when we bought the fireplace, that Dean's was not certified to do the actual hook up. We had to make separate arrangements to have the final hook up done by our the fuel company before we could enjoy our fireplace. The young men that came in to do the actual install were very professional and polite. It is the company itself that I fault. They were not easy to get a hold of either. If we had it to do all over again,we would have purchased the fireplace from our fuel company and had it all done at once,rather than piecemeal and with fewer headaches. Our fault in this was not doing enough research ahead of time. We have learned our lesson.

It is still not complete and I had it installed in March. There were some errors. I feel like I am getting the run around. It was clearly indicated that a thermostat would be included with the stove. When they came however I was told it was not included. I don't think they were upfront about the process and what you got with it.