We felt misguided and did not feel we receive reasonable care. The owner is based in a different location and hires out uninformed staff who struggle to problem solve. Though I do think we probably would have had better care with Patrick, the owner, we didn't feel like they did their best to try to make amends with our situation. We felt taken advantage of.
When their maskless installers came, the log was broken, the high altitude kit was missing (we are located in Idyllwild, which they knew), trim for the interior wall to line the vent didn't fit right, the flex pipe to connect the stove to mainline was not long enough, and the remote was missing. Additionally, the roofer mentioned that the helmet installers had cut way too big a hole and would need a custom flashing, which wouldn't even guarantee that the roof wouldn't leak in the next two years.
Around Nov 15th, the temperature got low enough for us to finally use the stove. We noticed it was not firing up properly. Therefore we called the local authorized heating company nearby since we knew, based on past experience, that Hemet would be slow to respond given our prior experience with the . They let us know that the adjustments were not made properly. We had to pay $150 for this person to come out.
We continued to use the stove and learned that the stove was not heating up the home sufficiently. Our cabin is 500 sq ft. Based on our conversation with their staff, they validated that the stove would adequately heat our space.
After calls and emails, it took them a month to reply. They said because the stove had been worked on by another party, they were unable to accept the return and tried to upsell us on a blower instead. Ultimately, we had to replace the stove purchased from Hemet with a bigger stove which we bought from Idyllwild Heat. My suggestion is, if you live on the hill, go to Idyllwild Heat instead; they are very knowledge, reasonable and personable people. Stay away from this place. read more