Fireplace Showcase

I purchased my pellet stove from Fireplace Showcase about a couple of years ago and Inez the Sales Manager was great and installation went great and no complaints at all. My stove stopped working so I called to scheduled service and a young girl answers the phone and asked a bunch of detailed questions over the phone to troubleshoot. Ultimately had to wait for a service technician to come to check out which took about a month which in my opinion is too long where if it was my primary heat source I would have been pretty cold for the month. However, we have oil heat and I understand most businesses today have staff shortages so this is not my complaint. The technician gets here and immediately checks out the module in the stove which received a signal from the hand held thermostat where the batteries were dead. Short story is that I spent $165 to have batteries changed (which I actually supplied) and I question why they have some dimwit girl answering the service line who is not a technician and has no clue where if there was someone who had actual knowledge they could have easily walked me through changing the batteries.

The problem arises with the servicing of the stove. This stove requires servicing after burning 2 tons of pellets which I was told when I purchased it from them they do for a fee. Anyway I have called them 11 times since June 1st. Nobody ever answers the phone so you are left to the mercy of their answering machine. Every message I leave my name and number and what I am wanting for service. After the 3 time leaving a message I started saying on their answering machine that this was my 4th, 5th, and so on message it is now August 26 and I have never received a call back. I traveled there last Monday with my wife and small child I could see people inside but the sign said Mondays are by appointment only. I begin knocking on the window and a man comes to the door and ask if I have an appointment. I state no I just want to know why my calls aren't returned he states sorry but Mondays are by appointment only and that I should try calling back tomorrow and closes the door. Now this is a 30-40 minute drive from my house and doesn't have the decency to take my name and find out why no one will return my calls. Now this company was good in selling me the stove returned all my calls when I was interested in buying but when it comes to customer service they are dismal. If I had known I would be treated this way I would have purchased from another company that was 500.00 dollars more for a comparable stove. I don't recommend this company to anyone due to their complete lack of customer service. I now have to call the stove manufacturers 800 number to get another service company that services this brand. Today I will call one more time and will also call the Better Business Bureau to see if they can help.