In a NUTSHELL: We will most likely have to come out twice. Once to troubleshoot and again to install the parts (we have to order them...IF they exist). That means 2 service call charges. This may end up costing you more than you paid for the unit itself. And after we repair that problem, another one is likely to follow soon after. These units are absolute junk. The best advice we can give is to stay away from Menard's, TSC, Blain's, Family Farm & Home and whoever is NOT an authorized dealer for these units. You get what you pay for in this industry and that is no understatement. Please continue reading the reasoning below.
In an effort to deliver quality products, service, and safety, we receive our family of products exclusively through authorized and trained distributors. Menard's, TSC, Blain's, Family Farm & Home and other big box stores do not have access to these quality products as they are specifically for dealers only. That is why they sell junk. Don't buy it! Also, occasionally, individuals will attempt to sell products online without the consent of the manufacturer. Most manufacturers do not authorize the sale of products online. Here are a few things to consider if you are contemplating a Big Box Store purchase of a junk hearth product:
Use a Trusted Dealer
First things first, unless you are super knowledgeable when it comes to wood stoves, a good dealer can be a great resource. I’m not talking an “expert” at a big box store, unless they have been in the business for a number of years, heats their own home with wood, and can show you a showroom full of lit models. Unless they burn regularly, it’s very hard for them to learn the ins and outs from a manual! Only your trusted dealer will help you identify trusted brands. We only recommend brands that routinely honor warranties, have been around for years and have replacement parts on the ready. It’s hard to trust a brand that has only been around a few years and is foreign made because you have no idea how their stoves will hold up long-term. A trusted dealer is an absolute must!
Warranty
Most manufacturers do not warranty products sold outside of an authorized dealer network, nor will they warranty service work on the product that is performed by anyone other than an authorized dealer.
Maintenance & Service are Non-Existent
Our professionals are trained to evaluate your specific needs and suggest to you the products that will best meet those needs. When buying products at these Big Box Stores, you are more than likely purchasing products that are not ideal for your situation, not quality made, and have no tech or service department if something goes wrong and, as a result, will be much more costly than you anticipated. You can purchase a stove at a Big Box Store, but when you call or stop in because you need it cleaned or serviced you will be left unsatisfied. They do not service or maintain the units they sell. They also do not make replacement parts for these units. So most of the time they are impossible to repair. Nor do they have ANY education about them whatsoever. It is actually quite dangerous in our opinion. These products require specific venting components with restrictions as to their installation which will not be evident in the purchase without a trained professional to assess the installation application and recommend the appropriate venting. Your local TSC worker is not properly educated or trained in this field. Most of the time permits are also required for installation depending on your building codes in your area.
Quality
The quality of the units we sell is incomparable to those purchased at a big box store. We have had customers call and say that their stove from TSC/Blain's/Family Farm & Home etc has failed and they would like us to come out for repairs. We attempt to look up replacement parts for the units and they just don't exist. There are no universal parts that can be used. When a unit that we sell is produced the replacement parts are made specifically for those units. So we are able to fix them IF they need repairs. This does not happen often with quality units. But if it does, we are able to repair if that unit is not 20+years old. When you buy from the big box stores they do not have those replacement parts so the entire unit is just a throw away at that point. And customers are extremely upset that they spent a chunk of money on something they have to now throw in the landfill as it is useless. You get what you pay for when it comes to heating units. We know our units are significantly more expensive that those at the big box stores. But there is good reason. Also, you would be surprised at the units we have to fit anyones budget. You don't have to buy junk. Come see us anytime! We're happy to help!
Shipping Damage
Our products are designed to ship to our customers using approved carriers and processes. The risk for damage increases if you attempt to ship product outside of a dealer network. This means if you buy online or have the store deliver. The seller will not be responsible for any costs related to shipping damage.
Installation and Service - Our professionals are trained to install and service the products that we sell. We strongly recommend our products be installed and serviced by us. Your warranty will be void if the product is not installed, operated and maintained in compliance with local building codes and with the instructions in the installer’s guide, owner’s guide and listing agent identification label furnished with the product. Your warranty will also be void if any service work is performed on the product by anyone other than an authorized representative. Furthermore, many local professionals like us will not service a fireplace they did not sell, making the authorized service of your product much more expensive and most of the time non-existent. Lastly, the installation and set up of a product requires very specific installation and operational accessories. These accessories are often times not included in online or big box sales, and can be very difficult and expensive to find after the fact. For proper sales and service, please contact us today.