Complaint Review: Outwest Stoves And Spas

On November 27, 2004 I purchased a Country CA-160 Insert Wood Stove from Outwest. On December 9, 2004 the stove was installed.

At the end of the installation, the installer mentioned several problems that he stated should be addressed:

1. The unit was a used unit. It had been previously installed in another home. When it would not fit there, it was then installed in my home. I support the use of used products; however, I do not believe I should pay new retail price for a used item. The condition of the stove was not mentioned to me at the time of the purchase.

2. Smoke exits from the top of the stove while the unit is heating. The installer stated that this is not normal and if it continues it should be repaired. He hoped that after a day or two of operation the problem may resolve itself. As of the date of this letter, the problem continues.

3. The faceplate of the unit leaves a 2-3 gap above the unit and the fireplace. According to Dennis Dubois, East Mountain Bernalillo County Building Inspector (505-XXX-XXXX) this installation does not meet building codes as a person could insert their arm between the stove and fireplace. When I asked the County about the installation, they stated that a building permit was required and that no record of such a permit existed.

I have contacted the company on numerous occasions via phone, fax, and visiting the store (12/13/2004,12/18/2004,1/20/2005). At no point has the company returned my calls/faxes/visits to remedy the problems.

Below please find my recent inquiry to the Better Business Bureau which seems to suggest I am not alone in having difficulty with this particular company.

Based on BBB files, this company has an unsatisfactory record with the Bureau due to unanswered complaints.

The Company 's size, volume of business and number of transactions may have a bearing on the number of complaints received by the BBB. The number of complaints filed against a company may not be as important as the type of complaints, and how the company handled them. The BBB generally does not pass judgement on the validity of complaints filed.

The following data concerns complaints processed by the BBB since the firm's BBB file was opened in November, 1982, or over the last 36 months, whichever is less.

Number of Complaints Processed by the BBB in the Last 36 Months, or date file opened if less than 36 months: 5
Number of Complaints Processed by the BBB in the Last 12 Months: 3

Complaints Concerning
Repair: 5
Number in Last 12 Months: 3
Outcome of all complaints
Unresolved: 1
Company Did Not Respond: 4

Company Management
Floyd Williams
President
Date report issued: 3/12/2005

Dr. john
Cedar crest, New Mexico
U.S.A.

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