Complaints

• Initial Complaint

  12/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pellet stove from our local * * * which was manufactured by US Stove Company....it was to replace our 20+ year old pellet stove and is a primary heat source for our home in the foothills of the Sierra Nevada's in California. the specific stove was recommended by our pellet stove repair company...they made arrangements to come out December 23 as they new we needed the heat and was right before Christmas...they did the installation on that date...when they turned it on to show us how to use it, it immediately malfunctioned - had trouble feeding pellets and started intense smoking that seeped through the door filling our home with smoke...the stove then shut down and the E-1 error message came up - we had to unplug it for safety. I want a refund - not a repair/replacement...this stove is unsafe and obviously the company did not have "quality control" before they shipped out this stove. Am asking you to assist to get this refund as I have not trust in the company and believe this stove is a safety hazzard...

  Business response

  12/27/2024

  The customer called and spoke with our customer service team yesterday, Dec. 26, 2024.  The customer was having issues with the stove and our customer service team attempted to troubleshoot, but the customer was unable to perform the tasks that we had asked. The customer emailed me directly and I explained that we must troubleshoot the stove before we can make any determination as to what, if anything, is wrong. We cannot issue return authorizations without determining the legitimacy of the need for return. Our policy is to replace a unit, if defective, but not typically to issue a refund.  I also explained that we offer $30/hr up to $300 to have  a technician come and look at the stove and help troubleshoot and even repair the stove if necessary  I gave the customer my extension number and told her that she could have to store or the technician call me directly to explain what he thought the issue was to avoid him having to make another trip back out.  I also told the customer that the store was more than welcome to reach out to me and I would help to determine the best avenue to take for the customer.  Again, we do not issue refunds directly to the consumer, because we did not have an exchange with the customer.  We sold the stove to a retailer, who then sold the stove to the customer.  A refund would typically go back through the store.  I would  be happy to help facilitate something with the store if they determined it warranted a return.  However; we must go through our cannels and procedures to determine if there is an actual defect and issue with the stove before we would issue an RMA.  We require troubleshooting to determine what may be wrong, along with copy of purchase receipt, model #, serial #, and inside and outside installation pictures to verify that everything is installed in accordance to our owner's manual.

  I do understand the frustrations with having an issue with something that is new, however, these are not just plug and play appliances they require correct installations, operations, and maintenance.

  Customer response

  12/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I believe that the stove is defective and  a hazard.  Since I have fortunately never ended up with a defective product I am not familiar with what businesses do but it was always my assumption that they would want to make everything right to ensure the customer had a fully functioning, safe product.  I am loosing all trust with this company as they are making the "issue" a problem with me the consumer (shocked they wanted me to take the stove apart and mess with the mechanical components); my installer (who has installed this specific stove in other homes and recommended it to me); or who knows what...basically everything except  that it is  a defective product (which I believe) and  was shipped out to market without some kind of "quality control" review and unfortunately I was the unlucky recipient. As per their instructions I have contacted our local *** ******** store - (letter I gave them attached) they have advised they are shocked at the product not being functional and how I was being treated by the customer support staff..as such they are considering refunding me my money....SO I do not think it is appropriate for me to have to go through months of having to set up appointments for an assessment of why this stove is defective plus I will be in the position of putting out more money to a service person as who knows when the company would reimburse which I believe is truly mistreatment of me the consumer....Plus we are COLD....we live in the foothills of the Sierra Nevada's in California and my previous pellet stove ( which functioned for over 20 years) was our main source of heat....we are now looking at an unending amount of time to get a functional stove/heat in our home....
  
  Sincerely,
  
  ****** ****

  Business response

  12/30/2024

  We are happy to troubleshoot the stove to determine if it is indeed defective or not.  We must make a determination that the stove is defective before we issue any return authorization.  Customer, technician, and place of purchase are all welcome to call for us to help assist.  We are willing to reach out to all three as well, if the contact information for the store and the technician are provided.  We will, however, require determination of an issue with the stove to issue a return authorization.  Our warranty covers replacement parts or a replacement stove, if necessary.

  Customer response

  01/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  At this time the situation has been resolved by our local *** *** **** *** ****** ****** **** ****** **** *** ***** ******* **.  They have issued a full refund to us for the stove; are picking the stove up; and they are sending it back to the manufacturer.  I contacted them 12/26/24 and provided the information I have previously attached to this complaint as well as sending to Mr. *********; they did their research and on 12/30/24 advised they were concerned for our health and safety and never asked us to jump through countless/never-ending hoops to identify the issue with this defective stove.
  Our pellet stove is our primary heat source (only source of heat if power goes off as it does often in our area).  We have been doing our best to keep warm with our secondary source awaiting the new stove.  Today the temperature was 32 degrees.  My family is cold and uncomfortable plus this was through Christmas which had to be cancelled in our home to freezing temperatures and inadequate heat.  Mr. ********* laid out a variety of steps he wants us to take before he can determine if there is an actual problem with the product they sent us.  This is unreasonable and unacceptable; we live in a rural mountain area where we can’t just call a repair person and have them come over immediately.  Mr. ********* outlined multiple steps we, the consumer had to take, which would take weeks if not months to achieve before the company could determine if this brand new stove, which has never functioned, actually has a problem. It is my belief that they would never take responsibility regardless of what we did … I do not feel respected as a consumer as his communication style clearly makes the consumer the problem and NEVER was there any kind of consideration or compassion expressed from either of the customer service representatives. Instead of saying we are so sorry you are experiencing this extreme difficulty the first agent, when I said I could not take the machine apart and mess with the components, she said feel free to “vent” to me…Mr. ********* said on this thread “these are not just plug and play appliances” whatever that means-I can only guess it means that we cannot have unreasonable expectations that a brand new product could be plugged in and function.  Fortunately, we have a company locally that puts the customer first and went above and beyond to take care of us and ensure that we can get our basic need for warmth in our home achieved and be safe from a brand new malfunctioning product that twice spewed excessive toxic smoke into our home.
  
  We are out $800 for the installation of this “lemon” product and now have purchased a new pellet stove from a local company and have to pay again for installation.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a US Stove through a ****** **** retailer earlier this year. The stove has been nothing but problematic for us - not functioning properly. I could no longer return to the ****** **** location due to the time that had passed (changing of seasons and the stove was not in use), so I contacted US Stove directly. I have spoken to a ******, who sent me a new Thermostat Sensor. We installed that and it did not fix our issue. So I called back again, ****** tried to tell me that the stove is not malfunctioning and passed me to her supervisor - ****. I spoke to **** once who seemed sincere, and stated that he would discuss with the claims department to see what could be done. I am not at all happy with my stove and would like my money back for it. He promised to call me back with a solution. I have tried to call, and left numerous messages for a callback and have yet to receive a phone call from the company. It has been 2 months with no response - and keep in mind - it is late December in Northern Ontario, Canada, so I NEED a safe and reliable heat source for my home. This stove's overheating sensor is not functioning and it overheats very quickly - the display was reading 99 degrees Fahrenheit one afternoon! I had spent some time working outside and came in to an extremely hot house & stove - this is very Unsafe!! Thank goodness my baby daughter was not napping in the house - that is a dangerous temperature! I paid $1355.99 CAD at ****** **** in Ontario, and I would like a refund. When leaving a message on ****'s voicemail, it says that his last name is **** ********* (I am unsure if that is spelled correctly). I was told by another employee (*****) that he is the only manager, so he would be the only one that can help me. Like i said, I have not heard back from the company in over 2 months now.

  Business response

  12/27/2024

  I have spoken to Mrs. ****** regarding her pellet stove since the submission of this complaint.  I did drop the ball on calling her and I have personally apologized for that.  It was my fault, but there was a miscommunication between my team member and me. I have explained that the control board on these stoves are not an ON/OFF, but rather only go to the lowest setting if the room temperature is suffice.  This means that there is still a minimum amount of pellets that will fall regardless if the temperature is greater than desired or not.  I have since sent Mrs. ****** a new control board to see if that corrected her problems.  I have not heard back as of this date 12-27-24 to know the results of the new control board.  

  Customer response

  12/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I received the new control board for the stove and installed it right away. I am only responding now (the 30th of Dec) because we wanted to give it a fair trial. We are not having any success with improved function of this stove. It is continuously overheating - after approximately 45 minutes it was reading a stunning 31 Celsius or 87 Fahrenheit. Needless to say I shut the stove down. I have cleaned and scrubbed the burn pot, vacuumed out the entire hopper bin, vacuumed the auger and also cleaned out the 'clean out plates' as shown in the manual. We also decreased the pellet flow as shown in the manual as yet another attempt to get proper & safe function of this stove. It states in the manual that the T-Stat mode is designed to stay within a 3 degree range of the set temp, then reverts to the lowest heat setting. Even at the lowest heat setting and the set temperature at 19 Celsius, the stove still reached 31 Celsius in under an hour of operation. The issue that concerns me most is that when the stove is burning dangerously hot, with very large flames, it has never thrown an over heat code or tripped the high limit switch. I don't know what else to try at this point. We feel the stove is very unsafe for continued use in our home and are shopping for an alternative heat source. We have been using a supplemental electric heater overnight, as we do not feel safe leaving the stove running while we are asleep. This is affecting our electric bill, as you can well imagine. We have only now had a few short months of use on this stove and it has been nothing but problematic, as stated many times. We have now replaced 2 separate parts, with no improvement, resulting in us having zero faith in its longevity at this point. Again I am requesting a refund. I will gladly load up the stove and bring it to my nearest ****** **** location for a full refund. I did call **** today (Dec 30, 2024) but only reached voicemail yet again.

  
  Sincerely,
  
  ******* ******

  Business response

  01/07/2025

  We have been in contact with the place of purchase of this stove and they have agreed to take the stove back and issue a refund.

  Customer response

  01/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you for your help & cooperation on this issue. We will be returning the stove at our earliest convenience, which should be approximately around Jan 18th. This is only because the location where we purchased it is 7 hours away from where we live.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a ****** pellet stove from ****** **** *** **** . This is represented as a US Stove product when actually it is made and imported from China by US Stove. I purchased the stove approximately 9 months and have nothing but problems. I have contacted US stove repeated times. After repeatedly calling and complaining they sent a new control board..which was installed today...the same problems exist. I can not believe they continue to try and sell this problematic pile of crap from China.. The store I purchased it has dropped the price to half of US Stove says it costs. My guess is it a attempt for them to dump the inventory they have as it has become a known problem stove..

  Business response

  12/27/2024

  Mr. ****** has called and spoken with our customer service department, as well as me personally.  I did send Mr. ****** a replacement control board back at the beginning of summer of 2024.  I have not since heard back from Mr. ******, so we were unaware that he was still having issues.  If he is still having issues with his stove, we are happy to continue working with him to determine the cause and find a resolution.  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a ****** hearth product TWICE NOW ?? We purchased a ****** vented propane wall heater in May of 2021, installed in August of 2021. Used it for less then 2 winters. It broke in January of 2024. The shroud broke and fell on the burner ( Burning flame) so we purchased a new one installed in February of 2024.. we have used it less then 70 days and the exact same thing happened.. I think this item needs to be recalled and I would like a total refund of what I paid for the 2nd one just in February of 2024.. we called the company on 4-4-2024 and the lady basically told us to bad. I will never buy another product of any kind made by this company and I insist on a full refund. Between buy this item twice has cost me 1400.00 and alot of trouble. Not to mention the extreme danger of a house fire

  Business response

  04/22/2024

  We are sorry to hear of any issues or dissatisfactions that this customer may have experienced with one of our products.  Given the information provided in this claim, we have been unable to locate any records indicating contact to our company regarding this customer and the issues associated with this claim. We would be more than happy to look into this matter further, if the customer would like to reach out to us regarding the issues outlined in this claim.  Please contact us at *************************** ** ** ***** ** **************** **** *****

  Customer response

  04/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I will call them again, but I did call already and the lady told my husband there was nothing she could do.

  I want a refund.

  i will contact the company as indicated in this response today 4/22/24
  
  Sincerely,
  
  ****** ****

  Update:

  I tried to call the number on the company response letter.
  I called and ext **** just keeps taking you to a menu.
  When I pushed 2 for help it hung up on me.
  I can not get a hold of this company with the number they sent in the response,  so I can not call them back. 
  I just want a refund as this point.
  I'm out over 2000.00 and am requesting a refund of what I paid for the last heater, I guess I eat the cost of the first heater bought.
  Sincerely 
  ****** **** 

   

  Business response

  04/30/2024

  We, again, will be more than happy to try to resolve this issue with the customer, but our records still do not indicate any contact from this customer previously.  We are out of busy season now and essentially have had no hold times on our phone lines since mid-March.  If we need to reach out and contact the customer we will be happy to do so, but we still show no contact from the customer directly.  If the customer would prefer to send an email to *************************** and leave contact information, we will be happy to reach out. 

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I called company on may 1st 2024. 

  I have forwarded photos as the company requested,  i will reject until they follow through with issuing a credit and sending a replacement wall heater as claim representative stated in phone conversation.  I expect a replacement item from ******. 
  Sincerely,
  ****** ****  

  Customer response

  05/17/2024

  Settled  company sent a new heater.

  Not totally satisfied with outcome. But I will accept outcome as is.

  No further action required on either party. 

  Case of complaint may be closed and Settled as is.

  No further actions required 

  ****** **** 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought the ******* gravity fed pellet stove in 2022. We used it for part of the winter 2022/23 and had numerous times when our house would get smoked out. Then we noticed a crack in one of the welds. We had a replacement stove sent under warranty by us stove. We had it replaced for the 2023/24 winter. Again we had our house smoked out numerous times. Smoke alarms blaring. Kids screaming in fear and hiding in the bedroom to avoid smoke inhalation because they couldn’t go outside in minus 30 Celsius. Then we had the stove spew flames out of the burn basket into our house two times. We had to use the fire extinguisher on it and had our entire house full with smoke and then smell like a campfire for weeks afterwards. We have stopped using the stove as it is not safe or practical. You could never leave the house with it burning or sleep with it on or you would risk burning down your entire house. I want to warn others not to buy this stove and I believe it shouldn’t be sold anymore. I contacted us stove co and they refused to give me a refund. All they would do was send us a new replacement stove, which we do not want. We have already had two of the same stove and had the same problems. It is a flawed stove and is very dangerous. Not only did we pay the money for the stove but also for 2 installs and the very expensive stove pipes and the expensive house insurance to use it. All in the costs involved were a little over $7500 and we can’t even use the stove. Ridiculous!

  Business response

  04/09/2024

  We are sorry to hear of any issues or dissatisfaction that the customer may have experienced.  We have, however, replaced one unit previously.  Our policy is to replace a stove if deemed necessary.  We do not receive direct funds from the customer and, therefore, cannot issue a refund directly to the customer. We have offered to replace the unit again, but the customer indicated that was not a resolution that they desired and requested the refund of the original purchase price and the additional costs associated with it. We have followed and fulfilled what is stated in our warranty for the product.  We would be happy to help diagnose and troubleshoot any issues that the customer may have.  We can be contacted at 1-************ ** ** ***** ** ****************************
  
   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  From the first day the stove was delivered there have been problems documented by us stove. I have asked for a refund and they refuse. The first day it arrived there were wires not connected inside on circuit boards. They talked me through opening up the stove and connecting them. On a brand new stove. Then. Sensors stopped working , I asked the a refund they said no. They sent new sensors. That I had to take the stove apart again and install , that talked me through that. Then the blower motor stopped. I asked for them to take this back they refused , they sent new ones and I had to replace. , now there is smoke leeking from the firebox. I asked for a refund replace they told me no. This stove is an actual fire health hazard since the first day. I’m afraid it will burn down my house and their solution is to talk me through changing parts over and over. I am not a pellet stove mechanic.

  Business response

  01/25/2024

   

  We have talked to this customer that has been very belligerent to all our Female staff and refuses install unit according to Not only National code by the NFPA 211 code but even local codes and contrary to Manufacture instructions.  Yes,

  Pictures Attached 

  Our Case # ****

  ************* ************************
  
  He has his stove vented out under a porch. He had airflow issues as far as I could tell by the notes. (E2,E3, E4 poor flame, leaking smoke into home)
  
  There are multiple notes where he was extremely rude to CSR's. At one point he got on our ******** page just going down the posted commenting on all of them complaining about his stove. I did message him on fb and review his pictures. I let him know that his install was bad and needed to be corrected.  He only sent outside pics, so we don't know what the inside looks like. 

   

   

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a ******* ****** pellet stove last fall. Used it three times, it has excessive creosote build up, attempted to clean it and there is no way to clean it! This makes the stove a hazard and huge risk for fire! I contacted US Stove Company and was told to get it uninstalled, take it outside and burn the creosote off. The stove was professionally installed and I certainly don't know anyone or company that has a burning tool capable of getting inside the stove, the design of the stove wouldn't allow anything of the sort. Then I was told to break the stove for access to the first ( of four) chambers and after cleaning weld it back together! UNBELIEVABLE!!! I honestly expected there was a cleaning kit or something that was available, I was wrong! US Stove Company SHOULD disclose the FACT that the stove is unable to be properly cleaned. The FACT that proper cleaning is IMPOSSIBLE means this stove is nothing more than an ornament, a expensive ornament! The FACT that using this stove, without proper cleaning, means this stove is a fire hazard and using it could cause death to all in the dwelling!!! I believe there should be a recall on these stoves because they are NOT safe to use more than a few times before they are useless. I'd LOVE a pellet stove that I could use...

  Business response

  10/11/2023

  We literally have thousand of this model in the field and work flawless with NO complaint other than this 1 stating they have creosote build up and can not clean the unit. we would Never tell a customer to take stove apart and Weld it back that is absolutely absurd..... creosote is a product of a unit not drafting properly and causing the gasses and fly ash to condensate and create creosote. if a customer is seeing this means they are burning the stove around 280-300 degrees . this is telling me that the install is not pulling enough draft and the customer needs to check the installation. If the customer is not happy with the unit they can return to the place of purchase and request a credit or refund. we did not sell this unit to the customer and we do not have their money. The will have to go back to the place of purchase and we do not dictate the dealers policy.

  Customer response

  10/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I had the stove PROFESSIONALLY installed.

  I WAS told to "remove sections to get inside for cleaning, then have it welded back together"

  Perhaps the complaints aren't going directly to the US Stove Company, they are definitely being posted on line! I will collect some complaints to share with you.

   It is common knowledge that ALL wood burning stoves NEED cleaning, to prevent fires. Creosote builds up in ALL wood burning stoves! Because of the design on the stove, I see no way of cleaning it.

  Please provide directions on how to properly clean this stove, so I can hire someone to do it properly. 

  Thank You, ****

  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased wood stove from tractor supply, I have texted us stove with a broken baffle , made my account, in January 2022, no response. I called them, when in October 2022, forwarded the email that they say I don’t have an account of! They don’t have my part! I cannot operate this stove, without a baffle! I have all the emails! I asked for a replacement stove! I can’t heat my house!

  Business response

  11/28/2022

  This unit is still under warranty and a claim will be filed for this unit and i will forward your information to our claims department to be in contact ASAP.  

   

  Anthony 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a USStove 2500ln country hearth wood stove on 10-19-2018 from Tractor Supply. USStoves warranty states in the owner manual limited lifetime warranty on fire box. Noticed 11-10-2022 several large cracks around door opening,called US Stove company and wanted to file claim. I was told that the firebox was only warranted for 3years. Not limited lifetime. Stove has never been over heated.

  Business response

  11/14/2022

  We will replace this will a new model under our warranty and our claims department has been notified and they will be in touch with the below ASAP:

  ******* *******
  *** ******** ***
  *********** ** *****
  Daytime Phone: ***** ********
  E-mail: **************************

   

   

  Anthony W******
  
  
  

  Customer response

  11/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased pellet stove with remote control on Nov. 3rd 2021. I received stove nov.10 2021. Took 6 weeks to find contractor to hook it up. Remote didn't work. Called customer care they told me I had to hook up thermostat to make control work. Got stove hooked up and working. My wife noticed picture on owners manual showed sensor on front of stove. Called emailed texted customer care around 25 times. They finally admitted they sent me a model that was 7 years old and would finally exchange it for me. Asked me to send in pictures of stove. The next day called me said I hooked it up wrong and could not exchange it because I voided warranty. Licensed contractor says it was hooked up correctly.

  Customer response

  05/03/2022

  Update on complaint: BBB asking if I have heard from US Stove.  I have not heard from them at all.  Thank you for your help.

  Business response

  05/04/2022

  This customer failed to tell that this unit was installing Incorrectly and was not up to local code or up the the correct installation manual instruction. and due to Company liability we can not replace any product when we know for a fact it is installed wrong or a hazard to the Consumer. the customer was told to correct this installation before any replacement can be sent and as of this date 5/4/2022 we have not received any information showing this has been completed. Until we know this has been corrected we will not send out the replacement unit.  If the consumer will please do as we have asked and sent in pictures to claims@usstove.com show they have done this then we will gladly send this out to them ASAP. 

  Customer response

  05/05/2022

  
  I am rejecting this response because: I ordered paid for a model that has remote control capability. I received an older model 7 years old per their records.THAT is not a remote model. They said they would replace or refund. Then they said it was installed incorrectly. I had it installed by a contractor in ****** business name

  ****** *** **** ****** *** ****** ***
  IT REALLY COMES DOWN TO I DID NOT GET WHAT I PAID FOR NOT THAT IT WAS INSTALLED WRONG. THEY ARE JUST SAYING THAT TO KEEP FROM RIGHTING A WRONG

  Sincerely,
  ***** ******

  Business response

  03/15/2023

  We settled with ***** ****** for $***.

  ANTHONY W******
  ******** ******* *******

  Customer response

  03/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩