New England Hearth & Patio

As for the customer that is dissatiisfied with our service, I am really sorry about that, but this is a very busy time of season. The parts that you ordered were in within 1 to 2 weeks, but your service tech couldn't get there for two months!! That had nothing to do with our company. The brick was broken by the customer not the service tech. This is a special cut brick ,which does take time to cut. We did anticipate for the brick to be done right away, but we have had an abundance of calls and customers come in. We do try to service all our customers as best as we can and in the order we receive each call. Although I do realize it does take time, we do get to each call as soon as we possiblycan.\r \r We have been in business for many years and do the very best that we can to accomodate our customers. Although on occassion we do get behind on helping customers, but when we get to them, they are totally satisfied. Call other dealers and see how fast their service is and the attention you receive from them and they always come back to us. \r \r Once again, we help our customers as best as we can, but we do understand that sometimes you just can't always please every customer, but we try. more

We needed a part for our wood stove, which was purchased from NE Hearth & Patio. 2 months and numerous phone calls later the serviceman finally arrived to install the part, which cost us $480, including labor. The next day a broken fireproof brick fell out of the stove. The service guy had noticed this, we learned later, but said nothing to us about it. Again, repeated calls to the store and service tech were not returned and when finally we got in touch with someone, they were not very concerned with our problem. We were told ""you should buy a brick and cut it"". They finally agreed to cut the brick for us but could not give even the slightest hint when that might happen. Why? Because they were ""busy with customers"". As if we were something other than a customer. I ordered my replacement brick from another dealer and will never do business with this company again. They're just too aggravating. more