We were very grateful to have found Bay Stoves for our Gas Fireplace Installation. Each stage of the process was carefully managed and well planned. Nick listened to our needs, was patient and helpful as we changed our minds a few times, and coordinated the process through prompt, frequent communication. The team managed to work between snowstorms, which threatened to delay the process, and we had our beautiful fireplace with minimal fuss and delay. The team was professional, explained every step of the way, and provided clear, detailed instructions and a clear demo on how to use the remote before leaving. We would highly recommend Bay Stoves. read more

Bay Stoves - Fireplace Services Near Me - Edgewater, Maryland

Avoid this company. Their service is incompetent and extremely expensive. Their attitude towards their customers is indifferent. Their charges are usually high for incomptent service. For their failure to repair and clean our gas fireplace it deteriorated over several years requiring a complete overhaul of our fireplace. read more

This is my second time using Bay Stoves in Edgewater, MD. The first time was for a chimney cleaning and much needed, safety-inspection~ this time, I needed a back panel in my wood burning fireplace, replaced. From start to finish, this project was an effortless dream come true. From the Bay Stoves Coordinator, Anna to the color selection by Owner Kathy Yff (with an eye for color detail) to the precision cutting and installation by Eric & Mark~ the entire process, went off without a hitch... not even a hiccup. I can not say enough about the customer service and the technician follow through. Well Done Bay Stoves ~ and a HUGE Thank You!! Let the burning season begin!! read more

Bay Stoves - Fireplace Services Near Me - Edgewater, Maryland

See all

We bought our Harman P43 pellet stove from a vendor who moved out of the area and contacted Bay Stoves for servicing. They (2 guys) arrived on time and did a great job of service and cleaning our P43 pellet stove and did a great job of cleaning up too. We decided to order a ton of pellets from them and because of a driveway issue we had to push back the date a couple of times. They arrived at the time they said and the 2 guys made quick work of putting a ton of wood pellets in our basement. These were the same guys who serviced our P43 pellet stove but also serviced my step-son's P43 in Crofton. read more

We called in Bay Stoves to service an older unit (2005 model), which they assured us they could do. However, less than a year after our service (which cost over $1000), the stove started malfunctioning again (the same grating sound that we later learned was the convection fan). We called them back and reluctantly paid for a second service. Days later, the problem had started *again.* This was the point at which things really went south. We called again, but the this time company's representatives were extremely unresponsive to repeated calls, voicemails, and emails. Two weeks later, with no response from Bay Stoves, we reluctantly reached out to our technician directly (who had kindly given us his number, even though he wasn't supposed to), who advised us as best he could via text. When Bay Stoves *finally* got back in touch with us to set up what should have been a followup appointment for a service visit that had failed to resolve the issue, they tried to bill it as a completely separate service visit (we're now at $1500 and counting for service that has failed to yield a functional unit). The representative (the owner) was very rude and dismissive, claiming that the problems with our stove must be a result of something we were doing wrong. In the end, rather than offering to make it right, the owner agreed to waive the fee for the follow up visit on the condition that that Bay Stoves would henceforth be refusing to do business with us, as we were evidently no longer worth their while. Having decided, ourselves, no longer to engage the services of Bay Stoves in the future, this parting of ways is about the only satisfactory experience I can say we have had with them. I want to be clear: our technician was helpful and friendly and did what he could, within the context of what is evidently a very poorly run and badly organized business, to resolve our issues. This seems like a classic case of management/owners getting in the way of their employees doing their job effectively. read more

Around the middle of July my wife and I went to bay stoves to find a gas fireplace for our new construction home. The first red flag should have been when we specifically told them we wanted a ventless propane fireplace. To which the staff responded over and over, we should not get a ventless, and we should purchase a vented (just so happens they're over 1k more). We were on a bit of a time crunch, we told them we needed a fireplace by the end of July. We decide on a ventless firebox with logs and are told that it should be a week and a half to get everything at our house. This is when they con you in with a deposit. They sent someone out to measure our rough opening (which took a couple days to schedule) just for them to tell me what I already knew. What we wanted would fit just fine. Now that they had our 90$ deposit, they decide to tell us that they can't get what we wanted in until the end of August. (About 5-6 weeks away at the time) which was completely unacceptable. So not only were we antagonized for not wanting their expensive vented models, but we're lied to for a 90$ deposit in hopes of keeping us as customers. I called and spoke to our sales rep to get my 90$ back, but I got the typical "I can't clear that, our manager has to, ill let her know you've called" Well a month and a half later with no follow up, here's my response. You're unprofessional, liars, and tried to coerce us to spend more money when we clearly told you want we wanted. If you need a fireplace, go to : www.woodlanddirect.com Got exactly what we picked from them, with all the bells and whistles, for 900$ less. AND, their customer service was great and actually talked me out of spending some extra money on something they recommended wasn't necessary. Hope that 90$ refund was worth your trouble. Thanks for the wonderful service bay stoves. I'll never let a single person I know, or build for, use you. read more

Excellent! The two gentlemen who came out were fabulous. They were courteous and respectful to my home, making sure any messes were cleaned (including my mess of an ashy fireplace!). They were very thorough and gave recommendations that I truly appreciate - especially the "you don't need it now but may need it in the future" recommendations. I didn't feel like they were pushy AT ALL and felt the job was done thoroughly and honestly. Props, guys! read more

I am not one to use this venue to ping anyone. As a matter of fact, this is my worst review. It stems not from one problem but a countless list of let downs. Bay Stoves I assume is one of the only fireplace, wood stove shops in town and from the service, they seem to know it. When I purchased my fireplace, the wait was endless, but it was Spring so I could wait. When it arrived the panels in the back were broken. They installed what they had and reordered. Four weeks later, the new panels came in and you guessed it, they were the wrong one. Another 4 weeks and the final parts came. It's Summer now. When they finished the install, I asked to have the pilot lit so I would be ready to fire up in the fall. A month ago, I tried to fire up the fireplace, only to find the pilot out. I tried for a week to re-light it. No luck. I called Bay Stoves and was told for $95 they could come out and make a call. Argh. OK. so I scheduled an appointment. First one available a month out! So I made the appointment, I reconfirmed it the day before. And today, now November 3, they no showed. $6,000, six months and left in the cold by Bay Stoves UPDATE: I called and they denied that I had confirmed the appointment, further that they would call me back to reschedule. After no returned call, I had to drive to the store to get another appointment. We will see if they show up for the next one. BUYER BEWARE UPDATE: After calling my builder, they committed to coming out without cost 3 days later. It took 4 calls to reconfirm the appointment. Will let you know. UPDATE: They finally arrived another 2 weeks later. They replaced a starter only to find the remote would not work. A new one was ordered. UPDATE: Turns out it was not the remote. They ordered a new transponder. 2/16/10. I might note that it was 65 degrees outside today. UDATE: Another MONTH later I was called to pick up the new remote. I did only to find when i got home that there were two remotes in the box, and that neither of them were the right one. It's now December 21, some 3 months since i called with the problem. They said they would get back to me. UPDATE: I called in January and they said the remote was in but I had a balance, I explained I did not. Finally, they told me to come and get the remote. Now January 11, remote is not compatible. UPDATE: I recalled the builder January 12, with his help they made a service call January 18th. It appears this second remote is not the correct remote. Travis said he would have the correct one ordered and did not know why they had ordered the wrong one TWICE. UPDATE: Third remote arrived last week I picked it up today 2/1/11. Brought it home and it would not work. I called the store and they emailed me the manual but it does not provide any "syncing" information. The manual references the receiver manual which I was never given. I left another message with the store. UPDATE: They came with the 4th remote this week only to say, it's not the remote, They reordered the transfer responder. After John came out and gave it a look, he called back to ask if I could send some pictures Date 2/16/11 UPDATE: The pilot went out, we cannot restart, 3 days later Bay Stoves called and asked for the 5th time if it was natural or canned gas. Daffodils are up 3" March 3 2011 UPDATE: March 13, 2011. Owner came to house to look at the fireplace. I must say he is a very nice guy, I would have a beer with him anytime, but never buy a fireplace from him. He worked on the unit for a hour or so and fixed the problem. Problem resolved. read more

If you're looking for locally owned pride in their business look elsewhere. Let me elaborate: - They are the only business of this sort in town- you would think that would motivate them to treat 1st time locals and potential repeat customers with special courtesy. Think again. - Their hours are horrendous. Sunday/Monday closed. 10 am open? Just to answer their phone. Give me a break. - I could have seen past the hours if it hadn't taken them 2 weeks to get a person out to even diagnose our situation. - They have a hundred dollar surcharge that you pay up front for coming to your home. I live 10 miles away. For my 100 dollars, instead of a week's groceries, I got a 5 minute walk through. No written estimate and the hassle of having to call them back a week later (YES! THEY DID NOT EVEN CONTACT ME!!!) to find out exactly what the prognosis was. I'm furious with this. THEY LOST MY BUSINESS RIGHT HERE. You can't write up a simple estimate? You send "experts" to my house who don't give me a clue as to what caused the issue and just suck their teeth and say it will be a hard repair??!! I do not have words. -They recommended I buy a new unit (think upwards of $2000). Again, no written estimate to fix the old one... laziness? Their "flat-rate" installation was $850 dollars. I already have the hearth, the clearance, the chimney access- literally a plop and swap and seal for $850???!! I'm not paying $200 an hour for what I assume will be 1 hour of work that 4 guys would do. DO NOT TRUST THIS BUSINESS. DO NOT BUY HIGH PRICED APPLIANCES FROM THEM. DO NOT BOTHER WITH AN ESTIMATE. THEY DESERVE EVERY WORD OF THIS AND I DESERVE A REFUND. read more

I am extremely impressed with Eric and his team at Bay Stoves!! We are transitioning from a wood burning fireplace to a gas one and from the moment I walked in the door of Bay Stoves, I knew I found the right place! Robin was very knowledgeable about the various brands available, and we worked together to find a great choice for my home. Eric, Steve and Nathan conducted a site evaluation and were equally knowledgeable and efficient as they inspected the chimney and future site for the insert/Gas FP. They even offered suggestions regarding the best location for the gas hookup based on the existing fireplace. I would highly recommend this business!!! read more

After contacting a few other companies in the area, I found that Bay Stoves was by far the best. They were very responsive, giving us an on-time estimate/appointment within two days of our phone call. Eric was experienced and knowledgeable. I was impressed with the professionalism. They were able to diagnose the problems with our wood stove pipes and chimney, provide us with a reasonably priced estimate, and the work was scheduled for two weeks after the estimate. They were on time and were very clean, covering the area and vacuuming. The workmanship is great (and the new chimney is guaranteed for 25 yrs) and the customer service was excellent. Thank you Eric and crew. We will be using this company for future cleanings and will easily recommend to our friends. read more

After standing me up no less than 5 times, yes, you read that correctly, they finally came and helped install a fireplace. Then when they needed to come back they, claimed I never paid them for the first service call so I was going to have to pay double. After I showed them my receipt they then claimed they needed to start punching holes in my walls as contractors and building inspectors don't know what they are doing so they need to redo completed work! AVOID THESE THIEVES! LET THEM GO OUT OF BUSINESS! read more

When the fireman asked who did the install, I told them bay stoves and they rolled their eyes. After bay stoves continued to claim nothing was wrong, I called in a chimney sweep, they knew exactly what was wrong as soon as I told them who did the install. The second chimney sweep I talked to knew who did the install as soon as I described the problem. Fire and smoke kill. Do not use Bay Stoves!! They have been in business for many years. Their installer (Eric Yff of Yff Inc.) has certifications and years of experience so they knew better. I guess they just decided skimming for more profit was more important than sfatey. It cost me another $1000+ to reinstall with the proper materials. no more fire and smoke incidents now though. If you had a stove installed by Bay Stoves, hire an independent chimney sweep to inspect the install and make sure they used the right materials. Life is too precious. read more

I could not be happier with the service, expertise and quality of work that we received with Bay Stoves. We bought a beautiful soapstone Hearthstone wood burning stove and had it installed yesterday. The guys were professional, very careful and took their time in installing the stove. It looks incredible!!! My boyfriend and I constructed the hearth and tiled it with slate which was certainly a tough project, but well worth it in the end. I am quite pleased with the purchase and the quality of work and service provided. I would recommend using their services to any friend or family member. read more

New owners worked with me to solve long standing problem.

I bought new gas fire logs from Bay Stoves five years ago. They have worked fine until now, but the pilot light won't start and I need a service call. I filled out the online service appointment form, yet heard nothing back. When I phoned Bay Stoves today, the receptionist told me they changed management four years ago and are not accepting new service customers until spring. That's no way to run a business that sold me an expensive product five years ago, even if they have changed management. I will not use Bay Stoves again and do not recommend them. read more

Bay Stoves, Annapolis! EEK! Is there a rating lower than one star? The lack of service my husband and I are experiencing would be a joke if it weren't driving us crazy. Last April we were purchasing a home and Bay Stoves was hired to check out the gas fireplace insert for a leak after I had a concern. They found no problem, the fireplace worked fine, but they broke a part after saying they would clean the insert since they were there. It took over an hour and a half to find the problem they caused. The part was supposed to be ordered and installed within 2 weeks. The service call was to be $95, but he broken part would be $235 plus installation. The part has a name like "thermal cap." The service man said I would have to talk to the manager about any adjustment. After 3 weeks I called spoke to a man who said someone would call me back. After 2 more weeks, I called again still no one returned a call. In June, July and August I called several times, twice speaking to the office manager. Each time they could find my record on the computer, but said they would have to call me back after checking into the problem. No one called back. By September i gave up in frustration. In October we went to the busy store and waited behind several cutomers to speak to the manager. (Amazing that they still have customers. It made me think mine was an isolated problem.) The manager told me that they would order the part!!! all of these months and they would order the part!!!! She then wanted payment because she said the part broke because it was brittle. We asked why no one mentioned this before. She agreed after some discussion to charge us for the service call we ordered and pick up the cost of the repair. In November I called and learn the part was in, "burried underneath some stuff on a table downstairs," according to a clerk. An appointment couldn't be scheduled becuase the scheduler was out for the next 5 days!!! I called back in mid December. Another message was taken, but no one called me back. I called back in January and a clerk made an appointment for February 1, today, between 8 and 12 noon. My husband took off work to meet the serviceman. At 8 am he called to confirm the appointment. The recording said they open at 10 am. At 10 the recording said they would open at 12 noon becuase of the weather conditions. (I got to work along with hundreds of people I work with from the same area.) From 12 to 3 pm my husband was told that they were on there way. At 3 pm he had to leave for another appointment for an hour. the clerk told him she was sorry, he could be home any longer, but the service people quit work at 4 pm and she "would be happy to reschedule." :-) Just disgusting. If they didn't owe me money, I would go elsewhere. read more

So far I'm not very happy with Bay Stoves. The ordering process was easy as is most things when they want your money. The owner is very helpful but the installers are not good. They cut through a pretty major beam, which we had to have fixed at our expense. Just got a call that we have a leak. Looks like they didn't flash around the flue pipe. Now we have to replace the insulation not to mention we just had the house sheet rocked. The installers need to find a new line of business. Let's see how they deal with this. read more

We bought a Mendota gas fireplace from Bay Stoves ten years ago and have been extremely happy. Because we live 90 minutes from the store, when we last had our unit cleaned we chose another company (West Pax). What a mistake! After a few months we noticed sooting on our siding above the fireplace vent and contacted our propane provider (SMO). Second mistake! The technician said we needed a new valve and orifice kit, totaling around $600 to repair. So we called Bay Stoves. The technicians arrived the next day and noted that the log arrangement and air shutter were the problems. This arrangement covered up parts of the burner and exposed other parts. The air shutter was pushed in, but should have been pulled out. (I had noticed the logs were not put back the way they were originally arranged after the West Pax guy was here.) The technicians from Bay Stove correctly diagnosed and corrected the problem, were polite and professional, and saved us nearly $400. From now on, we're calling Bay Stoves for all future cleanings and service. read more

I bought my Pellet Stove (forget the brand but it is a well know name and it is apparantlyty part of the long part number) 5 years ago from these people. A big one on the order of 40K BTU. 3 years ago, the thing you pull on to wipe the buid up on the heat exchanger got stuck half way out and it will not budge. So, I annually clean it with the wire brush for my Grill. Cauise it will never budge. A little over 3 weeks ago, the auger started making a loud noise and was not turning so no pelletts droppoing into the burn pot.. Coould not get anyone at Bay Stove to answer the Guy at ACE said it probably was the bearings on the Auger. So I callled Bay Stove and left a message that day to call me.. 2 Weeks later I finally got a call from them asking what I had wanted. Explained the deal and went ahead ordered the part(s) because there was no refundable service call visit (Spoilled from Best Buy, I guess) Called this morning - "Let me check if it is in and will get back to you in a bit" Never heard from them and since they have such short hours, I now have to wait until tomorrow just to fiond out if it is in. I gave them a ONE rating because their customer service (more episodes than this one) is lousy with a 'I could care less' attitude and a 5 year old pellet stove well maintained like this one should not have a major failure like this in only 5 seasons of use. I bought this stove for ONE reason - $250/ton for Pellets Today vs @2.50/Gallon (at that time) for OIL. My savings over NOT using oil to heat half my house during this unending 28-34 degree weather until this thing gets fixed is getting close to being totally blown away by the cost of the parts and repair. I do not recommend this place at all. Go to their competitor about 1 mile away. I think I will doing so next Fall. read more

I just purchased a pellet stove from Bay Stoves. I had their crew come out and install it. They were very professional and efficient, cleaned up before they left. When I tried to start the stove for the first time, it would not light. I called the owner, Phil. He offered to come out in about 45 minutes to take a look. When I went back downstairs to take another look, the pellets were rolling and eveything was fine. Turns out that the pellets must warm up for a few minutes before the stove will fire them up. Stove is beautiful and we have a toasty warm basement for the first time in 11 years!!! Thanks Bay Stoves. read more

This morning I had a service call from Bay Stoves in Edgewater, and I was very impressed with everything, from the care they took to protect my home to the quick and efficient way in which they completed the necessary repairs. They made no secret of what they were doing, explaining each process to me fully. I learned more about the workings of my stove than I ever knew before. They could have made they job more expensive by replacing parts that I thought were damaged but were not. They were fair and honest and pleasant to deal with and I will definitely use Bay Stoves for any future repairs done on my Harman Iron Pellet stove. read more

I have received exceptional service at Bay Stoves!! The replacement part I need for my gas fireplace is very difficult to find. Cathy has patiently and diligently spent months researching various avenues to find the part. Her willingness to go above and beyond to help me is appreciated. read more

We purchased a Harman Wood Pellet Stove and it was installed on November 14, 2017. It has been giving us problems with it running constantly and we are at our wits end. I have read the book and each and every time it stops running the light blinking 5 times which means we have an issue of some sort because it will stop working. I vacuum it almost daily, make sure there is nothing blocking that I can see and yet it continues. I have even purchased a surge suppressor because I thought that might be the problem. I even moved it to another outlet. Nothing seems to work. On February 9, 2018, I went online to set up a repair order. I haven't heard anything yet and it is 11:14 a.m. on February 10. On February 10, 2018, I called and to set up a repair call. I can't get an appointment until February 27 at 12:15 p.m. to see what the problem is. The person that I talked to said that you all were all backed up. I told her in no uncertain terms that I am not very happy about this. I spent over $5,000 on this and now I wish I had just gotten a new wood burning stove. It seems to me that if we have already purchased the item that we should be taken care of before people get new installations. And if this long waiting list is for just repairs than I am so sorry that I purchased a wood pellet stove. They need to have people that just do installations and then another set of people who just handle repairs or services. My husband has several heart issues after his heart transplant in 2000, and we can't go without heat. Right now I can honestly say that I don't think that I would recommend Bay Stoves to people who are looking for any type of stove. This is absolute insanity at its finest. read more

I concur that one start is too many and I am sad to say the other reviewers got off lucky. I dislike having to post such a serious warning on a small business but the consequences of a botched job on an insert are way too high. I wish I had heard the warnings before I purchased from Bay Stoves. Bay Stoves uses Eric Yff Inc. for installations. Yff's card indicates he is NFI certified, he has an MHIC number, and both he and Bay Stoves indicate that he has 20 years in this business. Which leads me to believe that the installation they do know how to install a wood stove insert and that you cannot use flammable materials. I cannot use my wood stove at present because they apparently used common household fiberglass insulation, which is flammable, instead of using the type required for a chimney liner. After the first time the fire department came, the installer came back, checked out his installation and said it was fine and there must have just been some creosote left in the chimney that they missed in the cleaning. He opened up the second flew to let any remaining creosote vent. I took a moment to remind the installer that people die from smoke inhalation and chimney fires and it was very important the installation be 100% good. He assured me he would have installed the same way in his own home. After the second incident I called an independent to come inspect, I no longer trusted the installer. The independent chimney sweep had no trouble quickly identifying that fiberglass insulation was the problem. My impression from speaking with a few chimney sweeps and local fireman is that Bay Stoves and their installer have a reputation. Wish I knew that before I gave them five grand. The quote to fix ($2400) was twice the original installation cost ($600 parts and $600 labor). Bay Stoves only offered to refund $600 for labor. That would result in an additional $1800 out of pocket from me to fix. The new installer has to buy new materials and remove whatever materials Bay Stoves and YFF put in. New installers refuse to reuse whatever materials Bay Stoves/YFF used, can't blame them, who knows what else is wrong. When you add in the cost of the independent inspection, time off from work, increased heating bills for the winter months without a stove, and various other expenses, this has been extremely costly and time consuming. Guess I need to shell out for a lawyer now too. Please be aware if you are in the market for a wood stove. I knew nothing of proper insulation or installation at the start of this. Make sure you monitor, check the installation instructions from the manufacturer of the liner, and ensure they wrap the correct liner all the way up the chimney, not shove some household household insulation at the top and bottom of the chimney. Watch the installation and make sure it's right. Don't use Bay Stoves or Yff. read more

We purchased a Mendota Fireplace from Bay Stoves back in early November 2010. We had to come back twice in order to be waited on. We found our perfect fireplace and made the $95.00 appointment in order to have the space measured to see if the fireplace would fit. We were told by their "experts" that the fireplace would fit our opening. In addition, we were told that the fireplace was in stock and would be installed before Thanksgiving. No it was not installed by Thanksgiving and guess what--when they did deliver the unit 2 weeks before Christmas, they had measured wrong and it did not fit. We then had to special order another fireplace. Here it is January 9th and we just found out that the special order is in but they can't arrange delivery and install until January 21st (too busy). We paid in full for the original unit $5,000.00 and now we are being told that the less expensive unit we ordered is only $200.00 difference when it sells for 650.00-800.00 less at multiple dealers on the east coast. When pricing units at Bay Stove, we were originally quoted a $700.00 price difference between the unit we wanted and this unit. Now they're trying to give us $200.00 difference. There have been multiple other problems with this dealer as well. Buyer beware do not go to this location as they have no idea what they are doing and their business practices are horrible. I am planning on contacting the Better Business Bureau and my attorney on Monday. read more

Bay Stoves does not have the knowledge or expertise to repair corn pellet stoves. They will take your $240 to vacuum and clean the stove. DO NOT call them if you think that your corn stove needs more than a vacuum! read more

Five years ago we bought a woodstove here (and all the chimney parts--total about $2400), during summer (not their busy season) and had lots of hassles--among other things they were supposed to call to arrange delivery and instead showed up and left it on my porch, with visible damage--no one home to sign for it, inspect it, or show them where to leave this several-hundred-pound thing (needless to say, not outside on my porch). But it's my experiences five years later that prompt me to write this review. We still have the stove and wanted an optional part for it--called the store, was told Janine, one of the owners, would call me back about it; when she didn't, I called again, was given her voicemail, and I specifically asked for a callback about the question I'd previously called about--never got it. Went to the store in person, and the salesman said, we don't carry that brand of stove anymore. But I guess a courtesy call to inform me of this isn't in their company culture. While there, we looked into ordering a ceramic tile hearth pad for under the stove--salesman was going to look into it, call us back Tuesday, never did. Numerous calls over several weeks, never returned--he or the other salesman always occupied when I call but they never call back. Once I did manage to reach him on the phone and he told me to go online to check to see if the available color would be satisfactory--I did this but when I called him back to place the order he was with a customer and didn't return my call that day or a second call the next day. In frustration, I called and asked the person who answered to have the salesman order it, giving her complete instructions including my full credit card info. Exactly two weeks later I called to check the status of my order--the salesman answered the phone himself--and he told me it hadn't been placed because it turned out that color would be a much higher price and that the regular pricing applies only to a limited array of colors that are on a list from the manufacturer that he hasn't seen yet. I asked, when can you tell me about that list? Tuesday, he said. Can you call me? I asked (at this point, I'm really just messing with him, because I know he won't). He declined this, and instructed me to call him. Right. At this point, I have to say, I am completely done with this company. I don't really place the blame with the salesman--it's the company culture, it's the leadership: the owners. They enable this culture of abominable customer service--remember that when I called about that part, it was one of the owners who was supposed to return my two calls but apparently she felt that since they no longer carried that brand of stoves I didn't deserve her attention. We were able to get the part from another stove store we found online in a distant state, who ordered it for us--Bay Stoves could have done the same, but they lost that sale, and lost our business for the hearth pad too (altogether about $550). As the other reviewer here said, they're the only stove store in the area, which seems to be why they operate the way they do. But you do have options--go online, go out of state, or try hardware stores or Home Depot if your needs are fairly basic. read more