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Hearthstone Customer Service

Post in 'The Hearth Room - Wood Stoves and Fireplaces' started by COSteve, Jun 12, 2014.

  1. COSteve

    COSteve New Member

    Joined:
    Jun 12, 2014
    Messages:
    3
    Loc:
    Colorado
    About 5 years ago I was building a new mountain home and purchased a Hearthstone Heritage from the local dealer in Colorado Springs. It was fall at the time and they were having a sale so to get the better price I bought the stove even though it wouldn't be installed until spring. It was about a year later before the house was finished and the heating season started. Right away it was obvious there was a problem with the door. The hinge pin holes were drilled wrong making the door sit crooked in the opening and not seal well. I went back to the dealer (2 hours away) and discussed the problem. I was met with a stone wall. Next trip I took the door off the stove and took it in to show them. A tech fiddled with it and agreed it was made wrong yet the manager refused to do anything about it as it was a year old now. There was another dealer in town. I took it to them and they agreed it was defective and would get me a replacement. Turns out both of these stores were owned by the same person and the second store never carried through on getting a replacement. I made an effort to contact Hearthstone directly but their website only states that all contact should be through a dealer. I even sent them a letter explaining the situation but never got any response.

    Anyone else had any dealings with Hearthstone? Is this typical.

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  2. Jags

    Jags Moderate Moderator Staff Member

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    Aug 2, 2006
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    Loc:
    Northern IL
    It is not unusual for the MFG to work through their dealer networks. Hearthstone, quad, and many others do it that way. It is kinda akin to you buying a F150 from your local ford dealer. If you have an issue, you go back to your dealer, you don't usually call up Ford.

    On the other hand, there are several MFGs that are noted for their hands on customer care.
  3. webby3650

    webby3650 Master of Fire

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    Messages:
    4,674
    Loc:
    southern Indiana
    I'd be calling and visiting that dealer every chance I got! Its very common for manufacturers to use dealers to take care of issues, unfortunately some dealers aren't doing their job. Your dealer should have taken care of that door even if Hearthstone wouldn't.
    Warm_in_NH likes this.
  4. Warm_in_NH

    Warm_in_NH Minister of Fire

    Joined:
    Dec 17, 2013
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    666
    Loc:
    central NH
    I did have a question with my Hearthstone Shelburne shortly after I got it. I emailed the company (Hearthstone) and got a reply in 2 days, not a very thorough one, but it just confirmed that the ash grate is pretty much useless, but it's not the only stove with that problem.

    I used the email address: warm@hearthstonestoves.com

    Sadly, yours is not the first post I've seen up here complaining about their customer service, or the quality of their hearthstone soapstone stove.
  5. BrotherBart

    BrotherBart Hearth.com LLC Mid-Atlantic Division Staff Member

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    29,064
    Loc:
    Northern Virginia
    Call their customer service number and see what they say.

    877-877-2113
  6. fire_man

    fire_man Minister of Fire

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    Loc:
    Eastern Ma
    Just curious -why is the ash grate useless and what did Hearthstone have say about it?
  7. Warm_in_NH

    Warm_in_NH Minister of Fire

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    central NH
    The ash grate is at the bottom of the fire box, recessed in. One grate is fixed the other slides sideways in the channel to open the slots and let the ash fall through into the pan. So, in order to clean out the ash through the grate, you have to clean out ALL the ash, clean out the channel the grate sits in with a broom or you finger to get it to sit flat again and "seal". Thus, if you're burning 24/7 you can't use the grate as you'll never get it closed again and they say not to burn with it open.
  8. COSteve

    COSteve New Member

    Joined:
    Jun 12, 2014
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    Loc:
    Colorado

    Thanks, when I was looking before they didn't even have a number.
  9. Highbeam

    Highbeam Minister of Fire

    Joined:
    Dec 28, 2006
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    9,410
    Loc:
    base of Mt. Rainier on the wet side, WA
    I had excellent customer service from Hearthstone directly. Jim was his name. Really, he was fantastic.

    The stove didn't work out for me but the customer service was top notch.
    stoveguy2esw and webby3650 like this.
  10. stovelark

    stovelark Minister of Fire

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    Oct 10, 2009
    Messages:
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    Loc:
    SE CT
    Hearthstone uses a sliding grate for their ashpans on several models. Their reasoning is two layers of cast for protection, they also don't want the ash grate open to the ash housing below in case of any air leaks down the road. Some even had a handle to open the upper slot, but would only open if ash door was open, so as to promote cleaning out ash only after fire was out. Not saying its the best system, just explaining how HS explained it. They are beautiful stoves, despite some of their unique traits...and rather high cost..
  11. STOVEGUY11

    STOVEGUY11 Feeling the Heat

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    Loc:
    SOUTHERN CT
    Hearthstone knew of this door issue on the Heritage. They had a bad batch of them go out a few years ago.They did fix the issue quickly, and as far as I know they would send out replacement door frames when requested.I did two or three of them. It was an easy fix. My guess would be the dealer was unaware of the issue at the time. If the dealer had followed through at the time, I have no doubt it would have been covered under warranty.
  12. COSteve

    COSteve New Member

    Joined:
    Jun 12, 2014
    Messages:
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    Loc:
    Colorado
    Good to know. I spoke to customer service yesterday. He's checking out what to do and will get back to me.

    I know when I tried to contact them a few years ago there was zero contact info on the website.

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