THE STOVE SHOPPE

Was happy with them years ago when I had my fireplace gas insert installed. However, just replaced my remote and first of all, the sales person gave me incorrect information on programming it to my old unit. My son-in-law did it and when I let the sales person know, he wasn't even vaguely interested. Now the remote will not change the flame level even tho it shows a change on the remote screen --- this function works fine on my old remote. They have promised for 2 weeks to have a tech person call me and I have heard nothing. I have contacted Travis Industries to try to get an answer.

The sales process was very easy. I was able to do most of it via phone and email at my convenience and without a lot of back and forth. The sales person was knowledgeable and asked good questions which helped us make the right product choice. It’s a good idea to visit the showroom before making your final selection, but the store is well laid out and has a variety of products and installations. It is also important to understand the requirements the timing and scheduling of the three installations (plumbing, electrical, 2 trips for fireplace installation). The installers were on time, professional and knowledgeable. They took the time to make sure I understood the functioning and servicing of the product. I would definitely hire them again.

1.  Ordered stove August 2014 deposit $1000 (NOW THEY GOT OUR $$)

2.  Purchased installation from Stove Shoppe and they recommended their installer

3.  Install scheduled for early Nov 2014 (2-3 months!)

3.  Wrong part delivered by Stove Shop, had to reorder and reschedule install. (paid in full, now they got all our money!)

4.  Install rescheduled Nov 15.

5.  Poor installation. Gas leak, stove crooked and vent pipe not aligned correctly.

6.  Installer returned 2 days later and corrected.  (Finally a working stove)

7   Stove worked for 2 weeks, stove then would not operate. (unhappy Thanksgiving)

8.  Reported problem to Stove Shoppe Friday, passed on to voicemail. Called again following Monday got voicemail, no return call.

9.  Called Tue got voicemail - no return call.

10.Call Wed Contacted Service Manager (yea!) was told that Installer would need to do a support call, Installer never called after Stove Shoppe said they would be in touch. 

11.Now Dec 5th, and still no word from Installer, call to Stove Shoppe insisting on support, they scheduled for Dec 30!



This company sells you the product, takes your money and then washes their hands of you, from an installation perspective and from a support perspective.  TERRIBLE TERRIBLE experience both from the Stove Shoppe  and the installer. Imagine ordering a stove in August and having it not work until the end of December. That's assuming they're able to fix it.....

Salesman quoted a price on official invoice and then tried not to honor it .  Claimed price did not include installation when it did on the invoice.  We paid deposit and the salesman Jim Tardiff said he made an error but his supervisor Ken Naylor accepted it.
Made good faith effort to contact them for resolution but after repeated attempts, they did not reciprocate.
They tried not to honor their legally binding contract.
Their installers also purposely drilled holes in our hardwood floors on purpose in retribution after we threatened legal action

With the exception of setting up the wood stove, not a thing was done right the first time around, requiring repeated phone calls from me and visits of their workmen over a nine month period. For example, the crown was so slopply done that the chimney cap did not seal around the top of the chimney leaving, nearly a 3" gap for animals to enter. The cap was placed too low over the exit of the flue, causing the chimney not to draw properly and making the house smokey. The liner was installed without a T at the stove pipe, preventing use of the cleanout in the basement. I was told that it was against code (which it is not). After many complaining phone calls eventually all these problems were fixed. I should add that during some appointments the workmen came unprepared and I had to provide items for them to do their work (tools, covers to protect the new roof while the crown was done, spray bottle of water needed for redoing the crown); at times they threw trash off the roof onto the lawn and just left. I had to pick it up. When an appointment had to be cancelled due to inclement weather, I was always bumped to the end of the line, which typically meant having to wait another 4 to 6 weeks for another appointment. Collectively, this was the most unprofessional group of workmen I have ever encountered. They almost always seemed in a hurry and the quality of the work suffered. I hated to deal with the office as the scheduler often seemed annoyed at my calls and attempts to have the problems remedied. As mentioned earlier, eventually all of the problems were corrected. I was given a free chimney cleaning for all my trouble. That didn't quite cut it.

Our salesperson, Sue Milone, was very knowledgeable and was able to answer all our questions. The Stove Shoppe had an abundant supply of aesthetically pleasing, quality stoves. All persons involved, including the delivery and installation people, were Stove Shoppe employees. We bought the stove in July, it was delivered about a month later in August, and installed after a chimney cleaning the next day. They sell wood, gas, pellet and electric stoves and fireplaces, as well as accessories. They offered zero interest financing for one year through Wells Fargo on balances above a certain amount (not sure of the money amount).