ComplaintsforWarming Trends

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Warming Trends to install a Wood stove. Their install is very poor work. They damaged our foundation. If they would have measured property, they wouldnt have had to come out of the house so low. They ended up bringing the woodstove pipe out below grade. The stove is not drafting correctly. They have not completed the job. They left it incomplete for weeks, they come out here and there, and do a very poor job. Our insurance company and their competitor are basically saying that the woodstove is unsafe to use. For reasons stated about and because the chimney is not supported as it should be. Our foundation damage is still very visible, even though they tried to patch it with mortar over the top of the hole. They ruined our siding. yesterday they came out and installed a window well without our permission. instead of putting a window well in that would be appropriate size for the hole. They put two small window ***** together. It is as if they are being careless on purpose we have requested a refund multiple times, but they will not give us any money back. The cost to repair the damage that they have caused is over $8000 from one company and $3000 from another company. They still need to deliver a new hearth pad as the one that they delivered was cracked. They also need to put flashing around the outside of the pipe, but have yet to answer our question regarding if it was sealed properly and if there is still insulation around the pipe. I have contacted the company several times trying to get them to complete the project. I have a series of emails between myself and the owner of the company that I am happy to share. I also have about 20 videos from our ring camera to prove when they were out and what has been said. On the videos, they admit basically to not knowing what they were doing, or making careless mistakes. I also have a video of them laughing hysterically. Once they realize they destroyed the foundation. I also have call logs.

  Business response

  03/06/2024

  You can have a contractor do the window well, we did not include it in our bid, we only did it after getting the ok from your husband and to satisfy your urgency (demand) to get it installed.  After you made a scene at our counter, accusing us of not ordering your product, wrong, I showed you the anticipated ship date from the manufacturer proving it was ordered. Then you demanded, because of your large deposit, that ************* the day after we receive it. You said if we don't install it that day that you wanted your deposit refunded. That day the discussion was had about the "window well" with your husband.  This is not an egress window well, it is a 12"-18" trench to properly access the chimney. The building inspector confirmed no permit is required for it. The piece of siding can be covered with a fabricated metal piece which was discussed, and planned to do when the hearth pad was replaced. Also, when you chose to have a woodstove installed in the basement it was assumed you understood a hole would have to be made in the side of the wall, of your concrete block foundation. This hole through concrete block wall did not damage your property. 

  Below is my previous reply to your competitors concerns. You evidently didn't read it. So, here it is again.

  Highlights - 

  We used an Adjustable Extended Wall Support - 6DT-XWS that replaces the need for the bottom tee support, ****** it. And is the proper piece for this application.

  Also we used stainless exterior chimney, while your competitor is quoting galvanized exterior to be enclosed in a chase, without quoting the chase enclosure cost.

  We delivered and installed the Woodstove, chimney and pad on the day you demanded. If your competitor wants to change the pipe configuration, all that's needed are a few chimney components, he doesn't have to replace the whole chimney - which is the same manufactured chimney (only in gal.) we installed.  

  So, you have the stove you ordered, 25' of the PROPER chimney and a floor pad with some cracked grout we agreed to exchange. There is no reason to refund on the proper products ordered, delivered and installed on the date demanded. 

   

   

  
  On Fri, Mar 1, 2024 at 3:47?PM ************************* <***********************************************************> wrote:
  
  #1 -  Adjustable Extended Wall Support - 6DT-XWS- Use above the tee to provide support when bypassing obstructions or overhangs. Supports up to 20 of chimney. Tee Support is not necessary when using this support.  For 6 diameter, it adjusts from 8 to 15.(UNLESS ENCLOSED IN CHASE SS MUST BE USED) Also available in Stainless Steel (SS). SIZE 5 & 7" 5 & 7" (SS) 6" & 8" 6" & 8" (SS)
  #2 - This was discussed with the owner (husband) before window well was dug.
  
  #3 - I also haven't seen this so I can't comment, other than a wall thimble is not required when going through concrete as long as all clearances are met. The thimble was definitely used inside.
  #4 - This is a trade-off, the extra length clears the overhang, or an additional elbow is required which also reduces draft and interferes with chimney cleaning, and added cost. Once the chimney is hot the draft will be fine, and the straight length is easier to clean, avoiding a creosote build up of an elbow.
  #5 The chimney is closer to 3' than 2' above the peak. Plenty.
  #6 ***** didn't have to call to get us to put a cap on, The cap was put on the next day when the 3' length was added. The initial length was a miscalculation on our part, because of the final location of the stove.
  #7 The floor pad is a new pad, but yes, grout cracked in shipment. We get these from the distributor in NY. and can repair on site with tube grout, but in this case we will replace. 
  
  
  This quote is quoting galvanized, which is cheaper than the stainless we used. Galvanized is only to be used if it is enclosed in a chase.(or attic) If no chase than stainless is required. I didn't see that his quote included the chase enclosure.
  Ask them why not stainless. 
  

  
  

  Customer response

  03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am happy to provide evidence I have to back everything up. ***** is claiming a made a scene, I recorded that interaction. ****** claims are all false. I have also retained an attorney. 
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11-24-2023 I went to Warming Trends to purchase an ignitor for my pellet stove and I paid $139.00 in cash for the part. After getting home, I realized I already had a spare one and didn't need the one I just bought. The part was never used or installed. On 11-25-23 I went back to Warming Trends to return the part I did not need. The owner said he usually does not take back any electrical items. I advised that it was not used. The owner indicated he would get a check sent out in the mail to me. On 1-4-2024, I still did not receive my refund and I called and left a voice-mail message to send check. On 1-27-24, I called and left another voice-mail message stating I still hadn't received the refund and to please send it right away. As of this date, I still have not received my money and I am very upset.

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