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Enchanted Fireside Complaint - Pellet Stove & Installation - Pellet Stove & Installation
Complaint
WORCESTER, MASSACHUSETTS -- We purchased a pellet stove from this store on 9/16/06, and deposited $2,000. We were told that we'd be contacted by the installer that Enchanted uses, and the stove would be installed within 5 weeks. 3 weeks ago Enchanted called to advise us that the stove and all the parts were in, and we'd been placed on the "call to install" queue.To date, 10/26/06 we have NEVER received a call from the installer and it has now been 6 weeks from the date we deposited. I called numerous times, but my calls weren't returned - until I stated I was considering cancelling the sale and going somewhere else (Total of $3,800).
Finally, on 10/25/06 the owner called my husband and stated that the reason we've had to wait so long is because there was an issue with the permit application - the issue was that it took 2 weeks longer than expected to get the permit. My husband replied that it didn't take "US" 2 weeks to get the permit, he had brought the paperwork, per the advice of Enchanted, to Enchanted on Saturday 9/23/06 to have them fill out the applications. He stated at that time that I (his wife) would be in the next Saturday 9/30/06 to pick it up. When I got to the store the next Saturday (1 week later)I was advised that the paperwork was still being filled out and the store would mail it to the town directly. They could have called to let me know, seeing as they knew I was coming to pick it up - it would've saved me a one hour roundtrip drive. Basically, the paperwork sat at the store for almost 2 weeks before it was completely filled out and mailed to the town building inspector on 10/5/06! It was the store that didn't get the paperwork in timely. So, the owner advised us because of the 2 week lapse we had been pushed back 2 weeks in the installation queue, but that the installer would be calling us that night. As of now, the next day 10/26/06 -we have yet to hear from the installer. Funny thing is, the day before we put a deposit on the stove, I was advised that if we bought the stove from Enchanted Fireside, the installation would be done in 2 weeks. The next day when we came in to deposit the stove, it was suddenly now going to take 5 weeks to have it put in. We've never had this kind of service from any other place we've bought household items for. This stove was ordered to save us money on our gas bills. As of now it looks like IF the installer EVER calls, it will probably be at least 1 week before he can get here to put it in, and THEN we have to wait till the building inspector comes out to check it out before we can even light the stove! You'd think for as much money as we spent at the store, they'd be more upfront and willing to help - at this point I think they should refund some of the commission they're making on this sale.
Finally, on 10/25/06 the owner called my husband and stated that the reason we've had to wait so long is because there was an issue with the permit application - the issue was that it took 2 weeks longer than expected to get the permit. My husband replied that it didn't take "US" 2 weeks to get the permit, he had brought the paperwork, per the advice of Enchanted, to Enchanted on Saturday 9/23/06 to have them fill out the applications. He stated at that time that I (his wife) would be in the next Saturday 9/30/06 to pick it up. When I got to the store the next Saturday (1 week later)I was advised that the paperwork was still being filled out and the store would mail it to the town directly. They could have called to let me know, seeing as they knew I was coming to pick it up - it would've saved me a one hour roundtrip drive. Basically, the paperwork sat at the store for almost 2 weeks before it was completely filled out and mailed to the town building inspector on 10/5/06! It was the store that didn't get the paperwork in timely. So, the owner advised us because of the 2 week lapse we had been pushed back 2 weeks in the installation queue, but that the installer would be calling us that night. As of now, the next day 10/26/06 -we have yet to hear from the installer. Funny thing is, the day before we put a deposit on the stove, I was advised that if we bought the stove from Enchanted Fireside, the installation would be done in 2 weeks. The next day when we came in to deposit the stove, it was suddenly now going to take 5 weeks to have it put in. We've never had this kind of service from any other place we've bought household items for. This stove was ordered to save us money on our gas bills. As of now it looks like IF the installer EVER calls, it will probably be at least 1 week before he can get here to put it in, and THEN we have to wait till the building inspector comes out to check it out before we can even light the stove! You'd think for as much money as we spent at the store, they'd be more upfront and willing to help - at this point I think they should refund some of the commission they're making on this sale.
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