Dean's Stove & Spa
Reviews and Complaints

Truly awful! They wanted to do a site review and charged me $159.00. I called to see where my quote was, but they said they would get back to me. They didn't. I called and asked for my money back, but no check either.

Deans sold me a stove that leaked hot embers after they tried to weld it back together without sayin anything. Spoke to them, worst customer service ever. They didn't deny lying and fixing stove, they just said our bad, you can trade it in. Lol... they almost caused my home to burn down. They claim they lost paperwork when server was changed. Owner won't respond and hides when I come to store. They sell dangerous stoves that they hack fixed... lost a lot of money on a stove I cant use... Deans you need to make this right...

Stay away from Dean's Stove & Spa, LLC. I started dealing with them in August , and the situation still hasn't been resolved. I had to do a chargeback on my credit card and file a complaint with the ComplaintsBoard.com, but even they couldn't get in touch with Dean's. Be careful with the installers and keep a close eye on them. The one I had didn't know what he was doing and ended up damaging the $3500 unit I purchased. He scratched it up and damaged every piece. When new installers came to fix it, they found numerous mistakes, things installed upside down, or not installed at all. Trying to talk to someone at Dean's is a dead end. In the end, the manager Chris tried to negotiate with me to resolve the issue, which is ridiculous considering their installer damaged my unit. Now they're sending me a bill and demanding payment, even though things still haven't been fixed. They never call you back unless they want money. I'm thinking about taking legal action at this point because they want to be paid for the worst job ever, and I'm still waiting for a part to arrive. It's already March , and I really wish I had read these reviews before going there.

11/20- RUN, RUN RUN away. Like the other reviews, absolutely horrible customer service. It's like they got so much business, they don't care. They're nice to your face and tell you what you wanna hear via email, but after spending a ton of money, the job still ain't done. They said they can have a picture of the stone I picked in a week. A month later, nothing. I had to follow up 4-5 times just to get an ETA on it. I sent an email to the main email address and no reply. It took 2 months for them to just install the FP Insert. When the FP Insert was install, they didn't bother telling their Electrical contact he gotta hook up the fan. I had to set that up myself. The stone work ain't done either 'cause their empty promises ain't shown me the stone in a picture like they said they can/will do. I got a FP with plywood as the hearth. I'm cancelling my stone work and I'll do it myself. I guess they don't need that extra 3k either? I had to call the stone guy myself to see when he's available, they didn't do that either. I went into the office to talk to their sales contact, and he said he'll have new pictures and info on the stonework. I had to follow up on that too, and 2-3 weeks later, nothing. It's amazing they been in business 40 yrs. HOW? When I first went there, I talked to Dean and he seemed like I was boring him when he talked. Not very excited and he looked like he couldn't care less if I was there. One guy I talked to there was alright, so when I left I saw Dean and mentioned the person that was helpful. He didn't say Thank You, come back, I appreciate your business, nothing. Even my Girl Friend made a comment how rude he was. When we came back, two of us saw Dean in front, and said Hello. He just walked by and didn't say a word. Amazing and rude. RUN RUN RUN. Please share this too. From the other comments, I wish I looked on the ComplaintsBoard.com site before.

This company put in a new gas stove in my crib in 8, and now, just 4 months later, it ain't working. I gave 'em a ring for some assistance and they had the nerve to say, "Your heat thingy ain't a big deal, but we can send someone over in 6 days." in my crib, this gas stove is a big deal and it needs fixing pronto. And the fact that it's only 4 months old makes it even worse!

We bought a gas fireplace from them in November. We had all kinds of scheduling problems trying to get it installed. They were supposed to install it on December 14th. I called and complained several times. They finally installed it on January 5th, which delayed our project by two weeks. We had to wait for the project to be completed so they could do the finish installation. On the finish, they didn't install the finish trim piece on the bathroom side. They claimed it didn't ship and had to reorder it. I have been calling since mid-January trying to get the project done. When I call, they are very snotty and tell me they will call back when they have an answer. They never call back.

In December , I got a pellet stove from Dean's Stove & Spa. The guys who installed it brought the wrong color panels. They brought white ones instead of the parchment ones. They said they would order and install the right panels. I talked to Dean's Stove & Spa in February and they said the panels still hadn't arrived. It's now November and I haven't heard from them since February. I left a bunch of messages but got no call or response. My Sales Order ID is *** and my Customer ID is ***. It says on my written sales order that I wanted the parchment panels.

I bought a $6,000 pellet stove from Deans in 2019. It worked fine all season. In August I asked them to clean the stove for the upcoming season. 'Cause of a power outage, they came in early September. They cleaned the stove and did some service on it. The technician didn't check if the stove was working before leaving. We tried to start it a few weeks later on a cold morning and it didn't work. It said "error-loss I'd pressure". This is the first time I've seen this error. I emailed and called but got no response. Finally, I got them to come back out in Early October. The technician couldn't fix the problem. I had to schedule another appointment for 10/7 and the technician started the stove and said it was working. They left and I tried to start it again, but got the "loss of pressure" message. This is now the 5th time I've asked them to come out and I still don't have a working stove (again, it's less than a year old). This is our main heat source for our family room and it's getting cold. I'll call them again, but I bet it'll take weeks for them to come out. If I never asked them to clean the stove, I'd still have heat. I just want my pellet stove to work.

We ordered a new gas fireplace in January 2022 and gave them a deposit to hold the stove. In July, they asked us to pay the final $10,000.00 before they would come install. We did that right away. But then they delayed our initial install for a whole month. Our home was still under construction, so it was a two-part install. We spent months trying to get them to come out and finish the job, but they haven't been responsive. Tracy, our salesperson, hardly ever answers our calls. We managed to reach her once when we called. Sam, who's in charge of all the installs, has been useless and doesn't seem to care. Her past two installers quit, and she even claimed that one of them was outside but couldn't get in because they were digging across the driveway. Turns out, they were actually digging somewhere else in the yard. That guy quit too. Then they said they needed more parts, and now they're saying we need to connect the electric before they can start the fireplace. But the electric has been connected for months. They won't answer our calls, won't schedule a final appointment, and all we want is for them to come and take their stove back and give us our money back. We can't trust them to service this $10,000 fireplace when they can't even return our calls or finish the installation. This has been going on for over four months. They promised it would be done by Halloween, then Thanksgiving, then Christmas. They lied about everything. We really need your help because we can't even get them to talk to us.

I purchased a wood stove from Dean's Stove & Spa, LLC on November 6. Sean M. assisted me. As of February 23, 2022, I'm disappointed because the stove has been in my living room since January 19, 2022, without installation. Dean's contractors visited twice, indicating they couldn't install it with the provided chimney liner pipe, or possibly at all, and suggested an exchange. I've contacted Dean's Stove & Spa multiple times, receiving only evasive responses. They advise a different liner or delay for further contact, yet never follow up. On February 19, 2022, I spoke with Zack at the store, requesting order cancellation, but was informed of a 20% restocking fee, which I contested due to their inability to complete the order. Today, I again sought a refund of $934.99 for the unprovided chimney liner pipe and to cancel the installation service, but was deferred to a Dena for follow-up. I demanded improved customer service and a prompt callback, but they were noncommittal. This ordeal has lasted nearly 16 weeks. Fortunately, I found another company ready to install the stove and offer a superior model at a lower price within a week. I am seeking assistance with this matter.

I bought a gas fireplace on 9/27 and it was installed, but the back face that covers the fireplace frame hasn't been installed. My wife and I have tried to find out the status of the product, but the employees keep giving different answers and saying they'll contact the manufacturer and get back to us, which never happens. The customer manager says we were given the option to pick another face without extra cost, but that option was never given. Actually, my wife asked the service person about our options and the lady said she would get back to her, but that never happened. I've called the customer service manager three times. The first time, I left a message saying that no one had given us an option and her statement was false. The second call was for her to contact me so we could discuss our options, and on the third call, a man answered and put me on hold, but then hung up on me when I asked for the customer manager. My wife called this week and spoke with a young lady who said she would check with the warehouse about the options they had in stock, but we haven't received any call or contact. The cold air coming from around the fireplace frame defeats the purpose of using the fireplace as a heating source for the lower part of my house, so we had to block the fireplace with a panel to stop the draft. Deans is a poorly run operation with no customer service skills. Once they take your money, you're at their mercy to complete the installation. The salesperson promises to get back to you and compensate you for the inconvenience, but they never do. We have a more detailed breakdown with dates that we can provide.

On September 25, I went to *** store and spent $5k on a wood stove and stone hearth pad with a coordinating stone pedestal. They told me that the installation would be in mid-October. However, when I called them in mid-October after days of repeatedly calling, they informed me that the stone pad and pedestal were never ordered because they were not available. I had to call them repeatedly again, and they finally said that it could be ordered as a special order with a 6-week lead time.

On October 21, the order was finally corrected, and they gave me the first week of December as the new install date. However, on December 8, they were unable to complete the installation because they didn't have the proper tools to make vents in the walls or ceilings. They said they would come back on December 18 to finish the job.

Unfortunately, on December 18, there was a major snowstorm, and they were unable to access my house because the driveway wasn't plowed. I called their office, but they said there was nothing they could do. The next available date they gave me was January 9, which was three weeks later.

On January 9, they came to install the wood stove, but they still couldn't complete the job because they didn't have the proper equipment. Additionally, I noticed that the hearth pad they placed was not the much more expensive stone one that I had ordered. They told me that's what they were given and said they would come back on January 11, to finish the job.

I called them on January 11, to inquire about the hearth pad I had ordered, but they didn't call me back. No one showed up on January 12, either. I spent two hours repeatedly calling and harassing them for an answer. Finally, they told me that the stone hearth pad and pedestal had never been shipped by the manufacturer. They had guaranteed me that it was in stock and set the installation for January 22.

On January 21, I called them to ensure that the stone hearth pad was in stock. They tried to brush me off and said that since the installation was scheduled, it must be in stock. However, they called me back later and said that it was actually not in stock and they had no idea when it would be available. They couldn't give me any answers.

Currently, I have an uninstalled wood stove just sitting in my living room with no idea when it will be installed. I am extremely frustrated by the incompetence and the consistently changing story based on whoever answers the phone.

After 4 visits, the stove works, but the front part of the insert ain't properly installed like the manufacturer said, and it's all wobbly on the stove. Now, Dean's wants an extra $200 before they fix it. Can you believe that? I already paid and it's more than what they originally quoted me. On the first day they put it in, back in August 2022, I talked to the salesperson and the owner about the installation problems I was having with the stove, even though I gave them all the right measurements like they asked. The salesperson even admitted that this same problem happened before with another stove they sold. They should've asked for more measurements of the Lintel. At first, they offered me a "fancier" stove for the same price, but it didn't qualify for any tax credits, so I said no. It wasn't the same quality. Then, when they found out the stove I bought was already kinda installed, the owner said he had a solution that would fix the fit problem. They scheduled another visit, put in a new part, but the front part still didn't fit right. I waited and waited for a response from Dean's, but nothing. So, on November 29, 2022, I called the Building Inspector to come check it out. Turns out, there were 2 problems: the front part didn't fit and there wasn't enough insulation at the damper. I called Dean's again and they scheduled a third visit. This time, instead of bringing the modified front part they talked about, they decided to try a different adapter to fix the fit. But guess what? They realized that adapter was already put in during the second visit and it didn't fix anything. So, they found another adapter, called it a "shoe box," and thought it might work. They went back to Dean's Stove and Spa to get it from their stock. But here's the kicker: Dean's wouldn't do anything without getting that $200 payment first. Can you believe the nerve?

We write to complain about Dean's Stove & Spa, LLC. On 8/21, we put a deposit on a 36 Elite with installation starting at $1995. We had lots of back and forth emails with measurements and pictures of our old fireplace. Chris from Dean's Stove and Spa, LLC said the installation would be $1195 because my husband did the demolition. We got pictures from Chris showing the unit in our space with cement board. On 8/22, installation and delivery was scheduled for 10/1. On 9/30, my husband removed the fireplace, cement board, and tile. We told Chris we didn't remove the frame and the installer, Matt, knew and had to reframe for the new fireplace. On 10/1, installation was from 9am - 7:30 pm. My husband was there the whole time and they said the single door we ordered wasn't in stock but might come that day. They didn't want to delay the install. Matt said the work done deserved the original price of $1995, so we paid with a check. They said they could come back for the cement board. We were supposed to get a call on 10/2 about the door. On 10/3, we called twice and left messages but no one called back. On 10/4, we left another message and sent an email to Chris and Matt saying we stopped payment on the check. On 10/5, Chris emailed saying the door was on the way and we'd get an update this week. On 10/6, they called to schedule insulation of the chimney on 10/8. On 10/7, we emailed Chris asking about the door, ember strip, pipe clearance, and cement board. We got a call from installer Tony about the next day's install and asked him to talk to Chris. Chris emailed back explaining the door, clearance, and price difference. He said the cement board wasn't included in the quote. On 10/8, Tony came to install the wrapping but the chimney was crooked. He said it couldn't be fixed without taking off shingles and reboxing the ceiling joist. On 10/9, McKenzie offered a double door that was in stock and could be installed on 10/15. We agreed. Then Samantha said we had to pay before install and pay a $30 fee for the returned check. We asked to speak to a supervisor but Samantha said she was the supervisor. She wouldn't give us the names of the finance manager or the owner. She said she went above and beyond. She said the door we ordered would come on 11/11, which we thought was unacceptable. She couldn't give us dates for when the fireplace and parts arrived or when the mistake was found. She got argumentative and said they did everything possible. We thought about getting a lawyer because of the lack of transparency. We got business cards from Chris and Matt with the same phone numbers. We called multiple times but no one told us who to talk to. On 10/10, we called to schedule the install of the double door. Samantha said they found the original door in stock and we had to pay the fee with a bank check or cash. On 10/15, the single door was installed by Al and Devon. They didn't know they had to test the unit and didn't bring wood. They didn't remove the Airwash Cover Plate like the instructions said. We paid $2025. There needs to be clearer instructions and more transparent quotes. We gave pics and measurements but Samantha said Matt did a similar install for $2900. We expected more attention to detail and following the instructions. We spent over $8000 and thought we'd get the best but we were disappointed. The sales tactics, misleading drawings, lack of communication, high labor fees, and argumentative supervisor ruined the experience. They shouldn't have an A+ ComplaintsBoard.com rating. Our story isn't unique. We have to install the cement board and deal with a crooked chimney.