1. Welcome Hearth.com Guests and Visitors - Please enjoy our forums!
    Hearth.com GOLD Sponsors who help bring the site content to you:
    Hearthstone Soapstone and Cast-Iron stoves( Wood, Gas or Pellet Stoves and Inserts)
    Caluwe - Passion for Fire and Water ( Pellet and Wood Hydronic and Space Heating)

New England Pellet LLC. Enfield/Suffield Ct.

Post in 'The Pellet Mill - Pellet and Multifuel Stoves' started by paulslush, Oct 18, 2008.

Thread Status:
Not open for further replies.
  1. DiggerJim

    DiggerJim Feeling the Heat

    Joined:
    Jul 29, 2008
    Messages:
    497
    Loc:
    Northcentral Connecticut
    The LLC is a state defined legal entity. It is a form of partnership that enjoys certain corporate liability protections. The New England Wood Pellet Inc (NH corporation) is a separate and distinct entity from New England Pellets LLC (a CT limited liability company). What NEP does to the bags, like stamp their name on it, does not imply a relationship to NEWP. Lots of products are distributed like that - the local distributor overlabels the stuff with their own info as they're the ones who are selling/servicing/supplying the end customer. Manufacturers also often separately custom package for distributors with the distributor's info on the packaging from the factory - but that's a marketing thing, not a legal relationship thing. Whenever you buy a "store brand" of anything, chances are it was made by the "name brand" but simply packaged for the distribution channel. But it doesn suggest that they have a legal relationship or authority over the distributor. As with a store brand, the customer's recourse is thru the sales agent/distributor.

    Helpful Sponsor Ads!





  2. JustWood

    JustWood Minister of Fire

    Joined:
    Aug 14, 2007
    Messages:
    3,450
    Loc:
    Arrow Bridge,NY
    I have said this before and I'll say it again.
    Those of you who have paid for pellets and have not got them yet need to do so NOW!
    Mills who supply raw product are going on hunting season/holiday shut down in the next 10 days. Mills I contract haul for are shuting down for 2-3 weeks starting Nov 14 then again for 1-2 weeks at the end of Dec.This is common every year in the lumber industry although this year shut downs will last longer due to the economy.This WILL make the pellet supply situation even worse. Get 'em while the gettin' is good!
  3. Wet1

    Wet1 Minister of Fire

    Joined:
    Apr 27, 2008
    Messages:
    2,528
    Loc:
    USA
    I just heard from two more news stations, all would like to do an interview and a spot on the evening news. I can't say I'm thrilled about doing this, but I've had it with the unanswered calls, lies, deceit from NEP LLC!
  4. Wet1

    Wet1 Minister of Fire

    Joined:
    Apr 27, 2008
    Messages:
    2,528
    Loc:
    USA
    I think you'd be pissed as well after paying for something so long ago and then having to jump through a million hoops trying to contact these people, only to get fed empty promises.

    Even if I do/did have a truck to pick up my 5 tons of pellets, I paid for delivery and was told they would be delivered to me. They said they would not reimburse me if I picked them up myself. Furthermore, based on calling them, there's never anyone there for me to get them. How am I suppose to pick them up if there's nobody there and they won't return my calls? Even the news crew mentioned there's nobody at their location...
  5. shorti21

    shorti21 New Member

    Joined:
    Nov 4, 2008
    Messages:
    12
    Loc:
    Western MA
    I'm having the same problems with this company. I ordered 4 tons in mid May and they've given me the run around since then. I've sent an email to area news channels and the BBB. Two weeks ago his "assistant" told me there would be a delivery "next weekend". When I tried to get her to give me a day or time, Mr. Zaczynski was in the background yelling and cursing about how it doesn't matter when he'll be there because he's just gonna plop them down in the middle of my driveway. When I tried pushing her to get him on the phone, he refused (SHOCKER). Well, after two weekends went by with no delivery, and NO PHONE CALL, I went to the warehouse yesterday and confronted him in person. Needless to say, he's is BEYOND anything I've ever had to deal with when it comes to customer service and such. He's an A$$ to put it mildly. When pushed about what was the delay THIS time, he stated there was supposedly a fire again last week at one of the factories (I haven't found anything yet) and that he couldn't give me a day of delivery. We went round and round for 45 minutes - and he's feeding us all bull. He had pallets and pallets of pellets sitting outside his warehouse as well. When I asked him about that, he said something about he could have a million tons out there and he can't deliver them because those aren't his to deliver!?!?! Then who do they belong to????? I "instructed" him that either way, come Friday by 5pm - HE would be giving me a phone call as to whether or not he would be delivering my pellets. He tried to force me to take a refund, which I flat out refused - you can't find pellets as cheap as we paid back then. I live on a budget. Now, if he didn't have pallets sitting outside of his building, I would maybe consider, but since he's full of it - he won't get out that easy with me.

    Fast forward to today - guess who calls me this morning and says (very very pleasantly I might add) that he will have my pellets delivered on Saturday morning. I don't believe him and told him as much. I'll believe it when I see it. No matter, even if he does deliver, I will DEFINATELY do my part in making sure others gets theirs as well.

    He's UNBELIEVABLE!!!!!!!!!!
  6. Wet1

    Wet1 Minister of Fire

    Joined:
    Apr 27, 2008
    Messages:
    2,528
    Loc:
    USA
    Well I just called Steve's cell phone about 30 minutes ago and much to my surprise, he answered! Coincidence??? Want to guess when I'll have my pellets? You guessed it, "Main(e) Line has them and you'll have them by the end of the week"! Ha, ha, like I haven't heard that one before. Although, this is the first I've heard of this Main(e) Line. Anyway, I made it pretty clear how I feel at this point and I outlined the steps I have taken today. I also made it clear the news stations have returned my emails/calls and that I will be going through with three news interviews on Thursday if the pellets aren't in my driveway before then.

    To his credit, he did remain cordial, but he more or less went on to blame everyone on the plant (from the pellet manufacturer NEWP, to the girls that work for him) to explain why I don't have my pellets, or even get a call back after 100+ emails/calls. I'm not going to bother getting into the details, but I have a strong feeling I'll be on the evening news this week... several times at that!


    BTW, another dept to contact is the State of CT Dept. of Consumer Protection:
    http://www.ct.gov/dcp/cwp/view.asp?a=1629&Q=274424&PM=1

    I'll be sending them a nice letter as well and hope you guys will be doing the same...
  7. webbie

    webbie Seasoned Moderator Staff Member

    Joined:
    Nov 17, 2005
    Messages:
    12,255
    Loc:
    Western Mass.
    I'm confused here. Folks complain about New England Pellets of CT, and then abbreviate it as NEWP, which is the manufacturer in NH...and who has not been involved in this scam at all.

    Please either spell out of the name and address or be more clear if you are going to slander a company!
  8. shorti21

    shorti21 New Member

    Joined:
    Nov 4, 2008
    Messages:
    12
    Loc:
    Western MA
    New England Pellet, LLC
    1654 King Street
    Enfield, CT 06082

    The owner is a Mr. Zaczynski - he has, as far as I can tell, 2 female office staff working that has to handle all the irate customers, because he often refuses to talk to them himself, even when he's standing right behind them. I just feel sorry for them because they're only telling us what he says. I assure you, when I spoke to him in person, one of his staff members sitting directly behind him was nodding her head in agreement with what I was saying to him. I bet they're fed up too.

    Does that help any?? They're still "associated" with the New England Pellets Company that actually manufactures the pellets, which gives them a bad rap as well.
  9. Wet1

    Wet1 Minister of Fire

    Joined:
    Apr 27, 2008
    Messages:
    2,528
    Loc:
    USA
    For his sake, it's for the best that I haven't met him in person (yet). He also used the recent factory fire as an excuse with me today, although I haven't heard a word about this NEWP (NH or NY) fire until now. Regardless, it doesn't explain why my calls are never returned, and why my pellets were never delivered as promised before last week.
  10. rap69ri

    rap69ri New Member

    Joined:
    Feb 23, 2008
    Messages:
    734
    Loc:
    Middle of RI
    Associated with or guilty by association? I haven't seen any information here that ties NEWP to NEP in any way. Just because I sell my product to you, and then you resell it doesn't mean I'm associated with you. You're just a customer of mine, just like NEP is just a customer of NEWP. I think you're in the wrong pointing the finger at NEWP here.
  11. Obie25

    Obie25 New Member

    Joined:
    Sep 1, 2008
    Messages:
    33
    Loc:
    Central CT
    Well..with all this concern regarding this company. My wife and I just requested a refund on our money. We did end up speaking to someone in the office and she did state that we were scheduled to receive pellets at the beginning of December. Anyway we requested a refund and she stated they would refund our money this afternoon. My wife asked how we would get pellets when there were people still waiting who were supposed to get pellets in June and July...that's when they offered the refund.

    So I cant blame them for that. I do hope we are able to find somoeone who is willing to deliver us pellets. Otherwise we will just be going to Walmart and buying 10 bags a week to keep us warm this winter.
  12. Wet1

    Wet1 Minister of Fire

    Joined:
    Apr 27, 2008
    Messages:
    2,528
    Loc:
    USA
    They are an authorized dealer for this pellet manufacturer. I think it's pretty clear at this point the pellet manufacturer is having issues meeting demand. So yes, they are strongly associated and at least partly responsible why pellets are not in NEP LLC's customer's possession. How responsible? I don't know, but this in no way excuses NEP LLC's (CT) behavior up to this point!
  13. webbie

    webbie Seasoned Moderator Staff Member

    Joined:
    Nov 17, 2005
    Messages:
    12,255
    Loc:
    Western Mass.
    Associated in what way?
    If they are simply a company that has bought from them, that is no reflection on the maker...any more than a customer who has bought from them!

    Pellet are a commodity, not like a car dealer, etc.

    Sounds like you are tarring with a broad brush. Maybe Visa and Mastercard and the trucking companies and the sawdust suppliers are bad too??
  14. TboneMan

    TboneMan Member

    Joined:
    Mar 20, 2008
    Messages:
    252
    Loc:
    Central NY
    With all of this "boycott" talk, I guess, I won't want to worry about getting my supply of NE WOOD pellets from my reputable dealer next year. (Delivered with a smile on the very day and time scheduled a month prior to the delivery).

    I do feel sorry for those who have been taken by this guy, but like Craig says, you can't fault the manufacture for poor service by a dealer. Like the building contractor who gets over extended and doesn't have enough crews to cover all the work he has, you can't blame the roofing manufacture or the gypsum mine or the lumber mill for a contractor who can't run his/her own business.

    I would suspect that NEWP refused to sell to this guy next year. Its not like there aren't other dealers out there willing to buy their product.
  15. Wet1

    Wet1 Minister of Fire

    Joined:
    Apr 27, 2008
    Messages:
    2,528
    Loc:
    USA
    I would have to agree based on my conversations with them and the anger this guy is creating with his poor customer service. I know I certainly wouldn't want him representing my product! :mad:
  16. NEWP-Alyson

    NEWP-Alyson New Member

    Joined:
    Apr 30, 2008
    Messages:
    10
    Loc:
    New Hampshire
    I thought this thread was closed earlier, but since it is still open please see my response below.


  17. Wet1

    Wet1 Minister of Fire

    Joined:
    Apr 27, 2008
    Messages:
    2,528
    Loc:
    USA
    Alyson,
    I just noticed your other thread and quoted your post here to keep things consolidated. And while I'm at it, I somewhat owe you an apology. I said some things earlier that you obviously (and possibly rightly so) are upset about. My "useless" comment was fairly accurate in this case because there's little you can do to help our situation (no fault of yours). The "cookie-cutter emails" comment was accurate as other members here have received the same emails from you that I have received. Again, no big deal since you obviously have little control over this situation and need to get back to many people, just explaining to others what to expect. So I apologize for wording my post the way I did. I was very hot when I wrote it, still am to a certain degree, but that should be no excuse as I know you would like to help if there was something you could possibly do. So again, I'm sorry.

    On that note, I can assure you that all residential orders have most certainly NOT been filled. I was told today you had a fire at your plant last week, obviously a lie as well. I can also tell you I have not received a refund to the best of my knowledge. Then again, even getting a refund would still put me somewhat behind the 8 ball since prices have risen sharply since I paid for these pellets back in May. In a nutshell, our friend Steve seems to be blowing a fair share of smoke up your behind as well...


    EDIT: I see you beat me to the punch. : )
  18. johnnywarm

    johnnywarm Minister of Fire

    Joined:
    Sep 12, 2007
    Messages:
    1,244
    Loc:
    Connecticut

    Dont count on a refund till you get it.till the check clears also.let us know what happes please.
  19. techsol

    techsol New Member

    Joined:
    Apr 8, 2008
    Messages:
    36
    Loc:
    NW Connecticut
    Ayson, apprciate your reply to this concern.

    I have corresponded with you previously a couple time and do sincerely appreciate what timely responses and customer service should be for a reputable company.
  20. shorti21

    shorti21 New Member

    Joined:
    Nov 4, 2008
    Messages:
    12
    Loc:
    Western MA
    They are an AUTHORIZED dealer, so it is a reflection on them as well. I'm pretty sure after this year, he definately won't be an "authorized" dealer with them any longer. One can only hope... :)

    This is the email I received earlier today which further points out that this guy is full of it.

    Dear Jami Kolosewicz,

    Thank you for contacting New England Wood Pellet, LLC. Yes, I have received complaints about New England Pellet LLC and its owner. I track all customer correspondence, positive or negative, and our company is aware of the situation at hand. Given that your transaction was conducted with New England Pellet LLC, our dealer, I am limited in what I can do to get you your pellets; I can however, give you the facts.

    We entered into a small contract with NEP at the beginning of the year that gave him a certain amount (in tons) of Warm Front pellets to distribute without territory restriction. He has received all allocated Warm Front pellets. He continues to receive up to three trucks a day of our New England Premium Wood Pellets that we manufacture at our Schuyler, NY facility. The contract states that he is only authorized to sell that product in certain areas, not MA/CT. We are not withholding pellets from him. And we always caution and never recommend that any of our dealers sell product that they do not have on hand.

    We do not condone his customer service practices (or lack thereof) and our company understands the consumer criticisms of New England Pellet LLC. I will pass along your contact information to Steve Z. at NEP and also add it to my tracking list.

    Sincerely,

    Alyson



    Alyson Hotaling

    Customer Service Representative

    New England Wood Pellet, LLC.

    P.O. Box 532

    Jaffrey, NH 03452

    (603) 532-9400 ext. 111

    www.pelletheat.com
  21. Souzafone

    Souzafone Feeling the Heat

    Joined:
    Oct 12, 2007
    Messages:
    305
    Loc:
    Freetown, Massachusetts

    Snipped from another thread about the same supplier---
    "Hi,

    I wrote to the New England Pellet manufacturer to see if this company was on the up and up. Below was the response I received:

    Dear Kim,

    Thank you for contacting New England Wood Pellet, LLC. With regard to your inquiry, New England Pellet, LLC is one of our current dealers. The company is based in Suffield , Connecticut and if you use the zip code 06078, it will be listed on our dealer search.

    I hope you find this information helpful. Please don’t hesitate to contact us again if you have additional questions or concerns.

    Sincerely,

    Alyson

    Alyson Hotaling

    Customer Service

    New England Wood Pellet, LLC.

    PO Box 532

    Jaffrey, NH 03452

    (603) 532-9400 ext. 211 "


    Seems to me when you acknowledge someone as "one of our dealers" you assume some responsibility for someone acting as your agent. In fact the car dealer anology is very appropriate--"I'm sorry sir, but the Cadillac you purchased at Geo pricing is not an issue for us here at Generous Motors, the dealer operates completely independently of the parent corporation. Wicked sorry." I know the damage to NEWP's reputation will probably exceed
    that of any individual, but it doesn't leave them blameless either.
  22. Obie25

    Obie25 New Member

    Joined:
    Sep 1, 2008
    Messages:
    33
    Loc:
    Central CT
    I am already thinking that, but am hoping for the best. I am also thinking for all of the orders he hasn't delivered yet, if they all ask for a refund does he have that much cash on hand? I will let you know how it turns out.
  23. kbd627

    kbd627 Member

    Joined:
    Oct 25, 2008
    Messages:
    61
    Loc:
    Southern CT
    Channel 8 news just had update on yesterday's story (www.wtnh.com not on website yet). Group in Colchester received 10 tons today (yesterdays story said they ordered and paid for 15). Story went on to say that they received more emails from others today. Goes to show squeaky wheel gets the oil first!!!
  24. POTO

    POTO New Member

    Joined:
    Jan 10, 2008
    Messages:
    8
    Loc:
    New England
    Does anyone have a copy of New England Pellet LLC's ORIGINAL Service area ( which they changed around May/June) and the Origianl prices? or maybe a link to one of the sites that cache old webpages?
  25. DiggerJim

    DiggerJim Feeling the Heat

    Joined:
    Jul 29, 2008
    Messages:
    497
    Loc:
    Northcentral Connecticut
    Just make sure when you do the interviews that you refer to the right company. Steve Z's company is NEP LLC (New England Pellet, LLC) and NEWP happens to be one of his suppliers. It's interesting that while he denies any ability to deliver pellets, he's getting 66 tons/week in (per NEWP) and he's got pallets full in his warehouse. I'm a big believer in the "cost more than he sold them for so he's holding out for customers at his new higher price" theory. I'd also be amazed if he has a "commercial" market. Pellets aren't a big heating source in businesses/schools/etc here in CT yet.
Thread Status:
Not open for further replies.

Share This Page