BUCK STOVE

unknown

Everything went OK

Worker seemed very lonely - needed to talk. Stove not put back together straight, which I didn't notice until later. My daughter & I fixed it. He arrived on time.

great

I called a different company to do the chimney sweep and was told that I really should have had a liner installed with the insert.  There was never any mention of a liner by Buck Stove at original purchase time, but I kind of let it slide thinking that maybe it wasn't necessary on all installs, possibly just an oversight.  So I called Buck Stove and got a bid for a liner which included a made-to-order offset adapter to get the liner fairly straight through the flue and into the chimney.  Installation went well again, but it was a couple months before I needed a fire.
First couple fires were no where near what they were the year before.  Not as hot, lots of smoke generated and suddenly the insert firebox was filling with creosote.  I called Buck Stove and was told "You're using bad wood".  Odd, it's leftover wood from the previous burning season and it caused no problems then?  I dealt with it for a few more weeks with no change.  Called again, same answer.  This went on all season, with 4-6 calls made, always the same response. 
I guess I didn't learn anything, I called Buck Stove out to clean the liner.  Installer was raving how clean the liner was at the top.  Again, odd since the insert was caked with creosote inside.  He took the door to clean it and replace the rope liner which is supposed to last about 10 years.  Clean bill of health was given although it was suggested I buy a blower for about $1000 to sit on top of the chimney to ensure air was making it down to the the insert.
Before starting a fire this year, I decided to call someone else out to inspect the insert and liner to see if they could determine what the problem was.  Well, guess what, when Buck Stove installed the liner they RIPPED IT IN HALF.  The lower piece attached to the insert was pushed flush against the back wall of the chimney, no way ANY smoke could really get out or any air could get in.  The lower portion of the chimney was caked in creosote and was a fire hazard.  Looking at the pictures of the install it's next to impossible to feel the installer didn't know he ripped it.  And why wasn't this noticed at the time of cleaning when everything was supposed to be inspected?  At best, it's incompetence, at worst it's negligence and trying to hide a BAD mistake.
No longer trusting Buck Stove.  I allowed the new company to do removal and install of a new insert, taking pictures to document everything along the way.  Armed with this information I contacted Buck Stove and after 10-15 minutes of somewhat heated discussion was informed that they would do whatever it takes to make it right.  Wanna bet?
I attempted to visit them a couple days later, the owner wasn't in so I left my name and number.  No call back.  So today I stopped by and that's when the accusations started.  "Why didn't you call us?"  Hmm, I called 5 times and you said it was my fault, you were out there for a cleaning and didn't notice all the black?  "People can do anything they want with pictures!!"  Ok, they came straight from the camera card to my PC to email you within 20 minutes.  You received pictures showing the liner pushed into the back of the chimney wall and the section section sitting on top.  You saw all the creosote in the pictures.  There wasn't much way for the other company to "doctor up" the pictures.
Then he tells me that -I- have to deal with his insurance because their the ones that are going to be paying.
My original intent was just to get out of having to pay for shoddy workmanship.  But now that it appears they don't stand behind their work and cannot calmly discuss a way to take care of things, I've decided to post the review here.
Is some of this my fault?  I trusted their knowledge and professionalism and concern for the customer and that is where my fault lies.  But I would HIGHLY recommend you avoid this company over and above anything simple.

Update 11/24/12.  OK, it's a LITTLE better.  I contacted his insurance agent and found they have opened a claim.  I'm still the one dealing with them but at least it wasn't a total blow-off.  It doesn't fix the issues and attitude that created this mess in the first place.

Update 12/19/12.  Spoke too soon, it seems they are trying to drag this out.  Claim has been opened but apparently Buck Stove isn't doing anything on their end to move it forward.  I've heard nothing from the insurance company/claim adjuster and the agent will not provide company name or claim number to try to progress things from my end.  Better Business Bureau has now been contacted.

My recommendation is to avoid using this company.  They don't stand behind their work.

He did a thorough job and cleaned up after himself. He was kind and patient with my 3 year old son who, of course, kept asking: what is this? What does this do? Can I turn this on? What are you doing? etc.... He was also very good with our curious dogs.  We will have them out again next year and would recommend them to anyone! Their price was reasonable, too.

Overall it went very well and it was a pleasant experiece.

I CALLED THEM AND MADE APPOINTMENT FOR THE SAME DAY!! HE DID A NICE JOB, BUT HE DUMPED HIS VACUUM CLEANER IN MY BAG OF LEAVES AND MADE A MESS ON DRIVEWAY. I WOULD HAVE PREFERRED HE ASK FOR A TRASH BAG TO USE.

GOOD VALUE AND PLEASANT PEOPLE FOR THE PRICE I PAY FOR THE SERVICE PERFORMED. THEY ARE NOT RUDE AND THEY ARE INFORMATIVE WITH INFORMATION WHEN I NEED IT.

THEY ARE ALWAYS PROMPT AND RELIABLE.