Woodburners Two

This is the worst customer service ever. I will never ever do business with them. I am stuck because they have ½ installed my gas insert and been waiting over 3 weeks for a «custom» part. Never ever again. Expensive and unresponsive are just a few of their issues.

Just had a great experience repairing my in-​wall gas fireplace.
It hasn’t worked in two years, despite my occasional fussing with it.
They called me, arranged a visit based on my schedule, and sent out a technician named Anh.
Anh was great, very professional. Walked straight over to the fireplace and got to work (and put on little booties to protect my floor!!).
After figuring out the issue (user error, I hate to report) he checked on a couple other things, made adjustments to the fireplace, and showed me what I did wrong.
Would definitely use them again, despite my embarrassment at being inept!

Expensive. Unresponsive. I called them to service my 2 gas fireplaces because they’re close by my house. I won’t do that again. The service tech was unable to get a remote control working on a fireplace I purchased from Woodturners 4 years ago. He said he would order a new one and bring it over. He didn’t do it. I e-​mailed, and then they ordered the remote, promising it would be installed «before the holidays». Nothing happened till I called weeks after the promised date. «The remote came in today.» The service tech brought it over, and charged $ 450 (!!!). Finally, if you do purchase from Woodturners, your credit card statement will show «Offenbachers Lanham», while your receipt might show «Michael & Son». I thought my credit card had been scammed.

i agree with others regarding service… promises, promises, promises. i pay a guy $ 139 who shows up in a Michael’s truck, gives me a Michael’s invoice but is quick to insist that they don’t contract with Michael’s (also reinforced by others in the service department). He diagnoses broken remote, takes it with him so I can’t replace it on my own. Repeated calls with promises to call back, parts on order, etc. And now it’s a month later, and no call or remote. Geez. I wonder if I should call Michael’s (or if they know Woodburners is driving one of their trucks around)…

I haven’t even used their service to rate it but already their customer service has been awful. I’ve called multiple times to get some maintenance scheduled and each time they take all of my information down and say I will be getting a return call ASAP to schedule. Going on 2 weeks with no call. I’ve given up. Terrible first impression. Everyone else’s reviews help further my decision to not use this company.

I wish I could post zero stars. Fireplace ordered with incorrect parts. Installation date kept moving farther and farther away, causing major delays as I had other contractors trying to work around their ever-​changing schedule. Fireplace delivered with wrong parts for installation. Price went up and up as they explained that «Whoops! We forgot to mention you would need this, this, and this». On day 1 of installation, their Installers arrived with plans that looked NOTHING like what I had gone over with their sales person and their site manager; fortunately I stopped them before they installed it exactly how I did not want it done. A second team of installers arrived the next day but did not install safely in accordance with building code OR instruction manual. They spent days 3 and 4 here consistently making mistake after mistake. On day 3, I waited all day for the manager to show up when he said he’d be there at 10 am, but he never came or called. On the 4^th day of what should have been a 4 hour installation, they finally did they job according to code and it only took 4 hours. Basically, their installers are plumbers. They know gas lines. They do not know framing or installation, firewalls, installing according to instructions/​diagrams in instruction manuals, and they should not be in the business of installing fireplaces without this critical knowledge. In the meantime, I’ve spent a fortune in «extras» I should have been told about in advance, not to mention the wasted time, aggravation, and anxiety as I’ve watched them hack up the weight-​bearing exterior wall of my home when they didn’t know what they were doing. I’m still awaiting inspection since they neglected to get the proper permits from the county and we finally straightened that out ourselves. Now I find out the unit is missing part of the gas log insert. Throughout the entire process, I’m the one making all of the phone calls and trying to get someone to follow up. Everyone has been very polite in person and over the phone, but all I get is one delay/​problem after another followed by a frustrating recitation of their internal communication problems and blaming of others within their organization. I honestly don’t know how they stay in business.

If they allowed for no stars I would give it. Stay away from this company.
I did a market price survey and received a complete install price for a Travis wood burning stove at a better price from this company. Buyer beware… the price difference was only a few hundred and in the end I paid much much more in dollars and time.
I purchased the stove from Woodburners and things started going wrong from the get go. First, it took months before the stove even came in. Once the stove came in, they upped the install price over 1k stating my salesman made an error and omitted the required liner. After the stove was installed, I noticed the handle kept slipping out of the stove. Thinking it was a design flaw, I contacted Travis and they said to contact my dealer. I called the Woodburners and they said the stove was out of warranty. Travis said it was in warranty and I had to tell them this and let them know I was contacting the manufacturer before they even came out. Once they did come out to diagnose the issue, I discovered that the stove had a sheared off screw at the handle. The door had to be replaced.
I can’t even begin to relate the problems getting service: many calls, terminal holds, hang ups with no calls back. It took 9 months and finally many emails to the manufacturer before Woodburners replaced the door. Throughout the process they did not return calls, follow through with warranty claims, and at one point sent a maintenance worker out with a box labeled door and the box contained a different stove part. Woodburners did not even open the box to verify what was part was being sent out.
Once the door was replaced, I was told I would not be charged for the service. The maintenance worker showed up charging me over 300 dollars. I called the manager and he stated the price changed because Travis sent out a door without the glass installed. Note: they didn’t bother to tell me prior to the visit that I would be incurring a fee.
Well, in the end I paid ½ of the charge. Further, when the worker opened the box the door was present and the glass was already installed, so he did not actually have to do any additional work (other than lift the old door off the stove and lift the new door into place). So Woodburners once again did not open the box prior to the visit.

This place is a nightmare. Ordered fireplace doors in July, which never came and never got any update phone calls. Called multiple times through the fall for an update and never got a return call. Finally got someone on the phone who said they would issue a refund. But the refund never came, despite follow-​up contact. Eventually had to call credit card company and get them to reverse the fraudulent charges from Woodburners Two. This was a huge headache — definitely the worst company I’ve ever had to deal with. I have no idea how they are still in business but do yourself a favor and do not waste your money or time — you will very likely get ripped off and waste a lot of time trying to get your money back.

I had purchased a Town and Country gas fireplace from a different company several months ago and was having problems with the installation. I called wood burners to see if they could send a tech out to diagnos the problem and make sure the venting was correct just to get a second opinion. I called on a tuesday and they came out the next day and were very helpful and resolved the issue. However I highly recommend not buying any Town and Country gas fireplaces. My Town and Country ws38 was delivered missing several parts and with the wrong color rocks. The burner took another 3 months to arrive after the unit got delivered. The fan to the power vent had to be replaced three times and the tech from town and country (IAN) gave my original installers some bad advice that caused my whole unit to overheat, burn out the fan and blow the circuit. I spent $ 6,000 on my Town and Country WS38 gas fireplace and was terribly dissapointed in how the product was delivered, the fact that it missing parts and takes MONTHS for Town and Country to ship parts and their over the phone techs offer bad advice.

Wow, I read these reviews and thought, «oh, it’s just down the street… I’ll be able to work with them.» Ha! DON’T DO BUSINESS WITH THIS PLACE IF YOUR WANT TO BUY A GAS FIREPLACE INSERT! I waited 7 months for them to get their act together. Owner Michael and Sons isn’t helping whatever goodwill was left by the prior owners of Woodburners. They installed the gas line in the wrong place (yes, there are codes to follow – they didn’t follow them, or didn’t know them?) and they requested a permit for «gas cooking equipment» vice a «gas heater (decorative)». They also measured but ordered a backplate for the insert that didn’t fit. And of course, the consumer gets a pass through for the permitting expenses, too. So, they can make all the mistakes they want with no reprecussions (well, unless your house furns down anyway). So now I know why permitting here is so onerous – businesses like Michael and Sons! They did the electric, gas and install creating a great vertical business model for their own benefit BUT NOT YOURS. And by having it all in house, there are no other vendors or fellow electrical or plumbing professionals to trash their incompetence or incompetent services… that just leaves us, consumers trying to fairly rate the delivery of services. I’d give no stars if I could, but I can’t. CAVEAT EMPTOR!

If I could give zero stars I would. The staff is not interested in providing any service especially the Manager. Be prepared to spend all of your time calling them to find out where and when you will receive your items. Don’t bother talking to the Manager, his response to my complaint about the lack of service «uh huh, yeah». He even yelled from behind the cash register (as I was walking out the door) that «next time I need to pick up my items faster, or he would return them». They did not place the order until I called later to check on the status, then the order was supposedly on back-​order, and of course they didn’t call to tell when it arrived. It was also after the «keystone cops» staff apparently locked/​lost their ONE key to the storage room and could not get in.
Do not waste your money here.

They really are that bad. I only used this location (less than 1 mile from my home) to buy charcoal and other supplies for the Big Green Egg. First off, I wanted to order a cover for my Large BGE, and they wouldn’t even order it. All I could get was «I think they might come in in the next week». I even offered to pay for it in advance, but they couldn’t care less. On my last (and final — forever) visit, I wanted to buy an accessory (which was sitting there with my name on it because I called ahead) and a bag of charcoal, I stood in the showroom for 25 minutes before I could even get someone to acknowledge me (they all did the whole «I don’t see you» routine). Then, I had to wait another 10 minutes before I could pay, which was a fiasco. So, it took 30+ minutes to buy 2 items that were in my hands. I now drive to the Organic Butcher of Mclean (long drive, but AMAZING service) for all my BGE needs. Do yourself a favor, get your BGE supplies elsewhere — this place will do NOTHING but frustrate you and waste your time, while being ignored by rude sales people.

I will echo the sentiment from others. Terrible, terrible service. They are expensive and we thought that came with a quality product and customer service, but it doesn’t. We started an order with them in August and it still is not complete at the end of December. One fireplace came with a broken fan and motherboard and the other came with 2 missing parts. It took 6 weeks for those replacements to come and still not work. That was on Halloween — tomorrow will be New Year’s eve and we are still not done with them. You call and they «can’t take your call at the moment and will call you back» and then they don’t repeatedly.
The original Woodburners was an excellent company that has completely fallen apart. It’s a huge shame.

They CHARGE you to make an appointment to come out and consult for an install, then two weeks later they still haven’t sent an estimate. Crooks! And when I called to ask where my estimate was, the woman Mequrit told me they could choose whether to give me an estimate or not and when I told her they couldn’t charge you to give you an estimate and then not give you one, she told me she didn’t like my attitude and when I told her she wouldn’t like it when I protested the charge she hung up on me. Nothing but trash!

To the previous poster — asking why all the negative reviews — because their SERVICE is HORRIBLE. If you go pick it up — life is good I assume — because you really aren’t dealing with them.
Everything else — HORRIBLE. Here is my situation: Fireplace ordered in April, promised installed by July 4^th. Guess when we got it installed. OCTOBER!!! This doesn’t include the many many calls and communications to them — screw ups from their sales people, then the manufacturer, etc. The list goes on and on and on…
It’s been a COMPLETE NIGHTMARE.
Now I can calling my credit card company to dispute overcharging from us — after I have sent them 5 to 6 emails about my issue AND have called them twice about it. It shouldn’t have to be this way…
Even though their sales and support talk a good game — STAY AWAY. They are lying /​unable to fulfill basic requests and commitments that are required for a business. POOR POOR COMMUNICATIONS.
After this post, the BBB is my next task…
I should have checked here first…
I really wish I could express my frustration in this post …

Very professional group of people and it’s better than Bromwell’s in my opinion.

A late review but I bought a Saber grill from these guys a few months back. Great service and knowledge of product. My wife ended buying some fancy candles that they have there as well.
I picked up my grill but te also offer delivery and assembly if needed. Great job, not sure why the below reviews are so negative.

Horrible. Stay away. No stars deserved!
We purchased our second wood stove from them and had them install it too. It has NEVER worked properly and we contacted them from the very first day to let them know. What did they do instead? Overcharge our credit card.
A bazillion phone calls and letters later… and still, three years later– our wood stove installed by them-​still smokes us out. We are having another company re-​install it now $$$$… they say it was not only improperly installed (90 degree angle to the wall) but also the pipes used were totally WRONG and they are squeezing the smoke back into the house. HEALTH hazard!
PLUS, they are absolutely, horribly RUDE.

I’m revising my review now that service has actually been provided. The technician actually arrived early and diagnosed the problem promptly. However, this came after a miscommunication about scheduling the repair window and an inability to reach anyone on the phone and a constantly full mailbox that would not accept messages. The three stars represents the difficulty of reaching anyone, but the quality of repair service was good.

Wish I had read these reviews before shopping here.
Don’t believe this «under new management» garbage for a minute. We ordered a fireplace screen from them in October with the promise of «two weeks.» Thanksgiving has come and gone, and now we’re virtually in December with no sign of it.
The people there sound like they’re on drugs. Two weeks after «ordering» the screen, we get a phone call from one of their people asking us for our credit card number and dimensions again. What?! The guy says, «Oh, uh, there’s like a Post-​It stuck to your order with some CC number on it. Maybe it’s yours?» He assures us that the order was really placed. Yeah…
Then two weeks later, we call again. Response: «Oh, uh, that’s a custom order item. It never takes two weeks. But maybe I should start saying like, uh, four weeks, because then people won’t be disappointed.» Huh?
And you’ll always get a healthy dose of «Uh, my computer’s stuck. Huh. Hmm. Hello? What?»
Last week: «Oh, that’s supposed to ship Monday. Will be here Wednesday.»
Nope.
Charged credit card weeks ago, by the way. Hope they’re enjoying our money.
Save yourself a headache and order directly online or something. Don’t ever, ever waste your time with these idiots.