Ben Franklin Fireplace

I am so far not impressed. The gentleman Randy who sold me my «supposedly awesome» pellet stove was very nice… The stove however, nothing but a pain in the butt since it came into my home in December 2015. That darn thing, it’s quiet, puts out nice heat, when it’s not busy chirping ²⁴⁄₇ because of some error code or other. This thing has nothing but issues and if it doesn’t fix I will be having it returned asap with a refund. The guys who installed it knew nothing about it and left my house feeling like I was living on the sun-​when asked how to operate our pellet stove, they didn’t know how, we actually had to figure it out ourselves after several calls and no real answers as to how to work it.
We also learned there is no real manual that goes with this unit to figure out how to operate it-​you kind of have to figure it out yourself. We have an appointment for service this week. I hope they fix it.
By the way the call center they have doesn’t know that Ben Franklin Fireplace is part of Nevada Home Energy Experts or Home Energy Experts-​the call center doesn’t even know that this is a sister company. I think they need to train their installers on everything they install, train their call center to realize who they are actually working for, and be more on the game of fixing their products when they aren’t working properly. My kids were cold over the weekend because this unit appears to be jammed in the pellet feeding area… I am NOT happy. I will NOT do business here again if it doesn’t resolve.

I walked into this showroom today (12/​28/​2015 around 1:30 PM), and no one was to be seen working there. I spent 15 minute or so playing around with the remotes for various gas logs. Found the one I liked — too bad no one at Ben Franklin Stoves was there to sell me anything., I’ll buy my selection online.

I went into the store in November… talked to a sales rep named Randy. He was pleasant, made eye contact, and seemed helpful. I tried to set an appointment to get someone to come look at our current fireplace, that we want to replace, but he wanted to do it all via picture and email. So after 3 emails with various pictures and zero response, I called to talk with Randy. He had an excuse as to why he never followed up, (busy, fireplace we wanted was out of stock) but now wanted to make a visit to come look at our fireplace. Weird. So. He scheduled to come look at it @ 6pm, saying it would only take a couple mins. He showed up almost 30 mins late and was there for an hour. He took multiple pictures, made drawings, etc. So we thought okay. maybe just a rough start and started to get excited about our new purchase… but now it has again been 2 weeks and we have heard nothing back. The best part is… I just called down there today, wanting to talk to the owner, who is on the video, and who is on the website talking about how great his customer service is. I explained to the lady on the phone (who also was very polite) that I was a potential customer who wanted to give feedback on the service I was getting. I too am a business owner, and always want to hear feedback from my business good or bad. She got my info, put me on hold, and when she came back told me that the owner, Eric Robnett, «wasn’t interested in talking to me.» I had to ask her again to make sure I understood. And yes… I heard right, the owner was not interested in talking to me about my concern. WOW!!! So. I guess after almost 2 months of trying to buy an $ 8k fireplace from them… We will not!!! I am still in shock! Fun kicker… about 20 mins after my phone call. the sales person Randy called and left a message saying he was still working on my order. Um… no thanks. if the owner isn’t interested in talking to me… then I don’t need to give him my $ 8k!