Tough time with customer service?

[WetBehindtheEar]

So we bought this house two years ago and it's got a little wood stove in the bsmt. - What the chimney sweep folks say is a "Menard's Throwaway".

Ok.. fine. But it's still a wood burner and would definitely take the chill out of the basement and the floor above.

Anyway, last November ('07), I had a chimney service come and give our exhaust systems (fireplace and wood stove) a once-over before I lit these things up and was told not to use the flues until we had them re-lined because the clay flue tile joints had been cracked. ARGHHH!!!

So I couldn't get my act together this past winter & spring. I finally got a fireplace retailer/chimney sweep company to come out and look at my situation - the guy gave me a confusing story saying that I could be running the fireplace if I only used it once-in-a-while with those dura-flame logs(yeah right!) and that I should re-line the flue to the basement if I were to use the wood stove more than once per month.

I thought, "If I'm paying this guy to set up scaffolding to re-line one flue, I should have him do both."

He gave me a quote for re-lining both flues and putting in a insert into the main floor fireplace. I wasn't happy with the insert he quoted (too small, no fire viewing window, and no circulating blower) and went to their showroom to see about other options.

I measured the firebox EXACTLY and had all of the dimensions needed. Their sales rep and I found an AWESOME stove that was bigger, big window, and a circulating fan. (Hearthstone Clydesdale) The dimensions were such that it would fit very well into our existing fireplace. I thought that this was a slam dunk - it was more expensive than the originally quoted insert and therefore provide more revenue for the retailer.

So he spoke to my wife on the phone three days later and gave some bull:censored:t reason why the instert wouldn't work - something to the effect that he couldn't get insulation around the sides and back of the insert. WHAT?!?! I didn't think you insulated fireplace inserts...

I hadn't gotten that info and when I called the shop later that day, I spoke with his secretary asking about the revised quote. She asked me to hold the line...

*Insert Jeopardy music here*

She got back to me after a bit and said that the owner said the original quote is the work he will do.
HUH?

I said, "So you don't want my business, then?" and she replied, "We want your business for the original quote we gave you."

Now, I'm NOT that spoiled kid who's never heard Mom&Dad say no before. And I've heard no from plenty of non-parental types (I'm sorry, sir, but you can't just urinate wherever you want ).

So I did some more extensive research into the Clydesdale and found NOTHING about extra insulation in the install manual. The only thing I found that was significantly different than the original stove ----

Weight.

The original quote called for a Morso that weighs about 285 lbs and the Clydesdale (appropos of it's name) is 550.

So I found an independent installer who does work for the other fireplace retailers in the area. He recommended some different piping for our basement woodstove to be more compliant with clearances and he and I measured the firebox, looked over what I had in mind and said, "Order the insert and we'll get it all set up for you."

Holy crap... customer service.

 

[ultimate buzz]

location?

Wetbehindtheears, Where in Wisconsin are you located ?

 

[mga]

i'd get a second opinion on that flue.

mine has been in since 1958 and there is nothing wrong with my clay tiles or the mortar. unless those clay tiles have moved apart, i wouldn't worry about it.

 

[WetBehindtheEar]

I'm in Madison. I had three different firms out to look at the tiles. The first guy put a camera up both flues and showed me places where there were pretty big gaps in between the clay flue tiles.

The house was built in ~1918/1920. All plaster and lath... old wiring that's been upgraded by me (I rewired the entire upstairs when we re-did the cielings when we moved in) - so at least I know THAT part is up to date.

I suppose the whole system is relatively ok to run fires in but I want be able to heat my home without keepng one eye open at night worrying that there's smoke or sparks getting in behind the clay flue tiles and (potentially) behind the masonry stack inside the house. I'm a worry-wart that way.

The basement flue used to exhaust gases from an oil fired furnace - and who knows... maybe they had coal before that. Point is, the basement liner saw a lot more acidic exhaust than from a wood burner and the tiles show their age.

Also, both flues are 8x12 which is a little big for my needs.

The Clydesdale is ordered from Top-Hat. They were cool with letting me order an insert from them and install it myself. The independent installer is going to put everything in on the 20th of Nov.

I'd have done it myself but I just don't have a the time, or scaffolding - or time to put up scaffolding to install the liner. It's ~35-40 feet to the top of the chimney, too.

I need a different job - or need to quit my job and let the Mrs. go back to work and I'll be Mr. Mom.