Nex Stop Travel
VERY disappointed with the purchase of a $6,000 pellet stove from Sierra Hearth. From the sales rep that made promises, to the customer service department who does not return calls or emails and the installation team that did sloppy installation on my home. Even the owner Larry could care less about my concerns and his cocky response to my valid concerns. They do not care about the customers’ concerns or believe in customer service in any department to my surprise. I would NEVER do business with this dishonest and disrespectful of my personal property. Sold on Quadrafire Trekker cast iron pellet stover with Wi-Fi remote. The sales rep walked me through the product, and I suggested placement. Took measurements inside and outside. Inside vent would go high as possible to ceiling leaving enough space that venting outside would be secured under deck without heat rising to deck floor. Sales rep and invoice never attached a diagram of installation. During the sales rep pre installation visit I noted details of what to expect. To my surprise when installation was complete, I told the installation team that was not correct and a very sloppy job. The installer said you do not need to vent under deck which was not the response I expected. They tracked dirt all over my freshly cleaned carpet last month, made black marks on carpet, scratched floor and made dent in $6,000 wood floor refinished last month along with scratches on $3,000 imported front door. Downstairs black wall marks, pencil marks on wall where they planned to cut hole then used another spot, used gold screws versus black inside that stick out on black faceplate, no caulking outside around vent to keep water or snow from going inside, could see outside through vent inside, painted vent and left sticker which started peeling first day to reveal white background. They did not even have the audacity to tell me. Then I asked how I set up Wi-Fi and he said you do not get it. Then showed me how to set it up, laid the thermostat on ground, and left. As discussed with the sales rep, it was imperative to have Wi-Fi on how product was going to be used. Want the pellet stove to go on at 5 am until 8 am then again at 3 pm until 9 pm. Also wanted to have the ability to control on vacation so when I return, I can turn the pellet stove on in advance of arrival. Radiant floor heating takes two days to warm home. Called numerous times while the installation team was here and emailed. What upsets me about the service is they had time to call the installation team as they walked out of the home. BUT NOT TIME TO FOLLOW UP WITH CUSTOMER. Even emailed Larry the owner and he did not have time to follow up with me. I had to drive to Carson City from reno 3 days later to get Larry’s attention. The first thing out of his mouth after I mentioned my concerns was that I was a “LAIR” and could care less about my concerns or how sloppy installation was completed. NOT at all happy with the Sierra Hearth pellet stove product returned.
