Thelin Hearth Products

I recently purchased a parlor wood stove from this company, and I have to say the product itself works great. I’m very happy with how the stove performs and the overall quality of it. However, when I visited the building in person, the atmosphere felt very different. The environment seemed tense and uncomfortable, and many of the employees appeared unhappy. I also noticed some unprofessional behavior, including rude language and a lack of basic courtesy, which was disappointing. That said, there was one young man working on a unit whose name started with a “K” (I’m sorry I can’t remember exactly how to spell or pronounce it). He answered my questions respectfully, had a positive attitude, and genuinely seemed happy to be there. He made a very good impression on me and stood out in a big way. Overall, I’m pleased with the product, but the workplace atmosphere made me hesitant about making another purchase in the future. I hope the company takes steps to improve the customer experience, because the quality of the stove shows they are capable of doing excellent work.

We have a Thelin Gnome pellet stove in our 1800s Antique Colonial home and the style of the Gnome pellet stove compliments our old home nicely. The pellet stove has done well for us over the years with very little maintenance besides cleaning it as needed. Recently the fan motor assembly needed to be replaced, it was starting to get noisy and run slower than normal which caused the stove to not run efficiently. I reached out to Thelin and talked to Jeff in customer service/support; he was extremely helpful with explaining what needed to be done based on the information I provided. He not only provided me with the information for the replacement part needed, he also explained what caused the problem and how it affected the operation of the stove. Knowing that I would be installing the replacement fan motor assembly, he provided a couple tips that helped with the removal of the old fan motor assembly and instillation the replacement. I never felt rushed and all my questions were answered in detail. Marie was very helpful as well; she was the person that I talked to initially and prior to placing the order to make sure I was getting the correct part which was in stock and thankfully it was shipped USPS priority on the same day. In today's world customer service unfortunately is not what it used to be but I can say that Thelin is one of the best when it comes to customer service and customer satisfaction.

We have had our Thelin Parlor stove for 17 years. It is the primary source of heat for our home. Last year we had issues with the auger feed going to fast even at the lowest speed in addition to the fire box was very melted after all those years. I contacted Marie Vazquez and she guided me through the process of shipping the stove back to Carson City where their technicians brought my stove back to brand new condition including repainting and polishing the trim pieces. The stove was shipped back in new condition and works like new! I will gladly do this again in another 17 years! If I'm still around! Thank you Thelin for the wonderful support.

We drove to the original HQ in Grass Valley to purchase our Thelin Parlor 3000 pellet stove. Our faith and confidence in the, obviously devoted, staff and their product made this purchase a no-brainer. Twenty years later, a grinding noise led to a phone consult with Jeff. This guy knows his business! Rather than reinvent the wheel with an unknown repair person, I elected to journey two hundred miles to Carson City. What a delightful adventure. Their modest showroom and work areas depict a sincere and dedicated staff with an excellent product….just like the “old days”. Thank you for the swift repair and grand tour !