I purchased a $6000 pellet stove from the store and had the best experience. From there on out I was all set to be loyal to the store.
However, when I received a bad batch of pellets that first year every thing went south. I was inexperienced with the pellet stove and was looking for answers as to why it was not working (fires where going up into the tube that feeds the pellets -dangerous; not to mention the stove was filthy with in minutes of cleaning).
I contacted Billy to seek his opinion on what could be wrong with a brand new stove and he was very curt with me and offered no solutions. Billy and I had several conversations and I just couldn't figure out why he would not help me at all. In fact, he kept saying that I wasn't correctly relaying the information on what the stove was doing and didn't believe me!
The house was cold and it was too dangerous to use the brand new $6000 stove.
I discovered in an online chat that it was probably my pellets causing the issues. Now why couldn't Billy suggest that?
The pellet manufacture confirmed that it was due to a bad batch of pellets. The pellet manufacture was amazing and refunded my money for the pellets already used (that's how bad they were).
The owner of Ace was great too, he traded the batch of bad pellets I still had for a different brand.
The stove worked perfect with different pellets!
I no longer buy my 5 tons of pellets from them every year due to Billy being so unprofessional. Sometimes on the phone I also get a person or two who is not the nicest when transferring a call back to the right department.
I do have Tom come out and clean the stove every year. Tom is extremely kind and glad to share his knowledge on the stoves.
I will keep giving them my cleaning business until I have another run in with Billy. ;)