Mainline Heating & Supply

This place has Greenwich prices out here in the quiet corner. The service tech was very la-​di-​dah, but we’ve found a real, down to earth person who does our work at ¼ of the price. My advice: keep looking!

We bought a pellet stove from Mainline back in August before the big rush. The sales staff was amazing and informative. We had done research before hand, however the staff enhanced that experience. We were in love and sold. We purchased a Harmon Accentra 52i.
Installation took 3 – 5 weeks from purchase which was to be expected. The customer service for installation was… well…how do I say this. Sucked. Yep. plain, old sucked. When they installed our pellet stove, they left a HUGE gap open into the fireplace. Their excuse was that some fireplaces are not flush to the stove. My question was that why they did not have foam to insert between the stove and the fireplace if that was the case since it seemed so common. To get a sales manager to even acknowledge us took 1 – 2 weeks, and finally 4 weeks to get someone out here to put foam around the stove.
We pulled a permit with our town and when they inspected, the stove was not installed correctly. It was missing a plate that was to be installed in the fireplace. No go or pass $ 200.00 for our passed permit. We called back Mainline & again. took days to get a call back from service. Finally when we heard back, the excuses started again on why it does not need the plate, however the manual states it needs that plate. Its a safety feature… town inspectors argument. Apparently Mainline is not installing these plates on all their pellet stoves according to the service manager… however will follow our town inspectors request. They said the plate will be installed next week. My husband takes time off of work for them to come since there is a 2 hour window of arrival. The guy shows up on appointment day and says that the plate is backordered. He came to the house to tell him this! No call, nothing. A wasted day off from work. Said it will be ready in 1 – 2 weeks. My husband heard nothing from Mainline so he calls after 2 weeks. Service folks get back to him and say they have it and will be ready tomorrow. Again, my husband takes the day off for this install. 1 hour before the appointment he gets a call to say they are backordered (can you believe this? I now can) My husband then told them if someone was not out to install it today, he was going to complain to a higher chain of command. An hour later a install guy shows up at the house with this plate. Ugh.
This experience was such a turn off from our initial impression. Night and day. Its too bad. The service can use some adjustments. Some big communication problems from our perspective.
We do LOVE the pellet stove. Highly recommend if you buy one, go with this model.