England’s Stove Works review: Poor quality, poor customer service! 133

We have a New Englander pellet stove purchased in 2007. We experienced problems in the first month. The stove had to be replaced as it did not operate at all when first installed. The replacement ran for about a month, then the upper auger motor had to be replaced. We are now experiencing a vibration in the combustion blower that created a lot of noise. All of the bolts have been tightned, etc. We actually had to put a shim between the outer access plate and the blower to stop the vibration and get the stove to run properly without an ear shattering noise. Unfortunately, the stove is not built with the highest quality products and their is no service available for them. If you wish to constantly replace major components (even after cleaning and following basic maintenance guidelines) this is the stove for you. If you expect major components on a major appliance to last more than a few months or a year, this is not the stove for you. Honestly, to those of you who wish to do the whole "do-it-yourselfer" mighty one act on this forum and belittle those with legitimate concerns, do you expect your refrigerator, stove, water heater, etc. to break-down once a month or to replace major components after a year or less? Do you expect your vehicle to have the same type of issues? The answer is no. It would be unacceptable to you. It is unacceptable that something so important to the functioning and comfort of a family as a home heating unit would malfunction and be so costly over time to repair.

I would have to agree completely. Quality control and reliability are my biggest complaints.
Customer service varies, one time I get knowledgeable assistance, the next time I feel like I am talking with a middle school dropout.
After installing my stove in September, I started the first fire and let it burn for maybe a half hour, the fire went out and would not relight using the auto igniter. After calling the Sutherlands Store and discussing the problem with the manager, I made the 35 mile trip to pick up a new igniter. Installation required disconnecting the vent pipe, moving the stove and pulling the stove far enough from the wall to remove the back cover and be able to reach the igniter. Chnaging it was easy then.
After reinstalling the stove, I started a new fire. Everything seemed perfect until it shut down again in about a half hour.
I called England Stove Works direct and was told "We are closed for the day, call back Monday". This was on a Friday about 1pm mountain time. After calling Sutherlands, telling them come get the POS, I almost immediately received a call from England Stoves. They UPSed another igniter, a vacuum module, and a circuit panel for the controls.
Out came the stove, off with back and I installed all the new parts. Another reinstall and started the fire again. SAME STORY AFTER ABOUT A HALF HOUR. Another call to England Stoves, no one available they would call me back.
Back to Sutherlands for more parts, only this time they had to remove them from a new stove. While watching them remove the parts from the new stove I saw some blue vacuum hoses that I didn't think my stove had. Making a trip home to check and another trip back to Sutherlands to get the blue hoses, igniter and vacuum module then installing everything the stove worked like it should.
Next time we fired the stove was 2 months later, It worked like a charm for three or four days then would shut down for no reason. More calls to England Stoves (no help at all), back to Sutherlands to get more parts, change the parts and reinstall the stove. It would work fine for a week maybe ten days then a repeat of the same.
Finally, I reached a technician at England that could diagnose the problem. Changing the port location on the blue vacuum lines cured the problem of the stove shutting for no reason.
There is still the problem of the igniters. After replacing one or two every winter, we gave up and use fire starter gel. It works every time.
I would never purchase another England Stove Works product! We have a Vermont Castings pellet stove at our cabin that was installed in 1992 that has never had any problems and my parents have a Breckwell that was installed in 2003 never being a problem, but then all parts were installed at the factory before shipping.
I had about 350 miles running back and forth picking parts at Sutherlands and numerous hours time removing and reinstalling my stove. I asked England Stoves for some compensation and was told to e-mail a claim. No response after a month so I mailed a letter, still no response.
TAKE IT FROM ME, DON'T BUY AND ENGLAND STOVE PRODUCT UNLESS YOU WANT/NEED AN ONGOING PROJECT.

I BOUGHT TWO ENGLANDER PELLET STOVED IN THE LATER PART OF 2008. I RECIEVED MY FIRST UNIT IN AUGUST. THE FIRST THING I DID WAS TO TAKE THE TIME TO READ THE ENCLOSED INSTRUCTIONS. NOT ONCE BUT TWICE. AND THAN FOLLOWED THE INSTRUCTIONS . I DID THE INSALLATION MYSELF, AND HAVE BEEN VERY PLEASED WITH STOVE.IT HAS PERFORMED AS ADVERTISED. I HAD ALSO ORDERED AN PELLET STOVE INSERT FOR MY FIREPLACE .I WAS TOLD THAT INSERT WOULD NOT BE AVAILABLE FOR SOME TIME, AS THE COMPANY WAS CONCENTRATINGON THE FREESTANDING STOVES TO KEEP UP WITH DEMAND. WHEN I DID RECIEVE MY INSERT UNIT IT WAS THE NEWER EVOLUTION MODEL. AS WITH MY FIRST UNIT I READ AND FOLLOWED THE INSTRUCTIONS, AS IN THE MANUEL. I FOLLOWED THE CLEANING AND MAINTANINCE DIRECTIVES. I HAVE NOT HAD ANY PROBLEMS WITH BOTH UNITS, I RAN THE TWO FULL TIME FOR THE2008 TO2009 HEATING SEASON.I INSTALLED TERMOSTATES ON BOTH UNITS. I USED SIX TONS OF PELLETS LAST SEASON, WITH NO PROBLEMS .I LOVE THE LOOKS AND FEEL, AND WORKMANSHIP OF THESE PRODCTS. ALL I CAN SAY TO THOSE WHO ARE WRITING ALL THESE COMPLAINTS IS. I FEEL BAD ABOUT YOUR EXPERIENCE WITH THESE STOVES .I SUGGEST YOU TAKE ANOTHER LOOK AT THE INSTRUCTIONS AND READ MORE THAN ONCE. MY E-MAIL boubibear@roadrunner.com

I have an Englander 24CJ wood stove inset for a fire place. It is not a pellet stove just a fire box with catilitc converter and blower. We got it new about 15 years ago. The catilictc converter is danaged after a few years because you can not close the damper all the way. The door gasket came off after about 5 years but i suppose that's to be expected. Right now I'm looking for a replacement converter and have not found the correct web site. Once in a while it will back draft into the house. The fan moter vibrates and makes a lot of noise. All in all it has been good.
Dave S Lincoln Nebraska

I'm thinking of buying one, anybody have any feed back (good or bad) on England's Stove Works 3, 000 sq. ft. Wood Add On Furnace?

I appreciate this forum because I was thinking of purchasing one of the stoves. NOT NOW. Those that are interested should use England's website that posted a TV station doing an article on them and express you problems to the station to get the word out.

We have the 25 PDV. Right out of the box the top motor was dead. They said this was happening often, and asked us to send it back (red flag number one). We had to install the new motor ourselves, even though the stove was under warranty. Every time we call, we get bust signals, or are put on hold for a half hour or more. Next problem, lack of heat. They blamed the pellets, until finally we convinced them that the settings were wrong. Englander finally told us how to change setting, and it produced more heat. Currently, the top motor isn't working at all, and I have gotten bust signals the past three days (I didn't realize the busy signal still existed). On top of all that, the pellets don't always feed correctly, and the stove goes out. All of this, and still in the first year of owning one. Englander stoves suck!

Here's an exact copy of an email chain I had going with England's stoveworks. It's probably easiest to start at the bottom and work up and you'll see what crappy support they offer. The last thing they wrote me was exactly, "I have answered". That was all they said. I tried to call the customer support number twice with no luck. I sat on the phone for well over a half hour each time and finally gave up. Definitely don't recommend this company to anyone!

Original Email below:
Ok, so at least I know not to recommend your company to my many friends who are asking about pellet stoves. Why, you ask? Because I don't think a three word reply like your, "I have answered" is very funny. I'll be reporting your customer service and tech support to the better business bureau.

Thanks for nothing!

Andy Stack

-----Original Message-----
From: Customer Service` [mailto:service@englanderstoves.com]
Sent: Wednesday, February 18, 2009 6:09 AM
To: Andy
Subject: Re: Solution for Pellet Stove issue...

Andy wrote:
> I just got home, it's 6:30 pm, mountain time. Is it so hard to type
> out an email? Look at how much I wrote you guys below. I really feel
> like we are getting jerked around with this stove. It's working now,
> but only because my dad and I took the time to do extra
> troubleshooting. If I were a customer service agent, I'd be answering a reasonable, but upset customer's email!
>
> Andy Stack
>
> -----Original Message-----
> From: Customer Service` [mailto:service@englanderstoves.com]
> Sent: Tuesday, February 17, 2009 7:02 AM
> To: Andy
> Subject: Re: Solution for Pellet Stove issue...
>
> Andy wrote:
>
>> I'm sorry, but I'm in school from 07:00am until 5:00pm every day, I
>> don't have time to call now. Would you please answer my email, via email?
>>
>> Andy Stack
>>
>> -----Original Message-----
>> From: Customer Service` [mailto:service@englanderstoves.com]
>> Sent: Friday, February 13, 2009 6:18 AM
>> To: Andy
>> Subject: Re: Solution for Pellet Stove issue...
>>
>> Andy wrote:
>>
>>
>>> Hello,
>>>
>>> Well, it's been about 3 weeks and I haven't heard from your company
>>> on this matter. I'm really beginning to get a bad image of your
>>> company in my head. The least you could do is write us back and
>>> answer my email below.
>>>
>>> Andy Stack
>>>
>>> *From:* Andy [mailto:stacker2005@earthlink.net]
>>> *Sent:* Friday, January 23, 2009 10:48 AM
>>> *To:* 'service@englanderstoves.com'
>>> *Subject:* Solution for Pellet Stove issue...
>>> *Importance:* High
>>>
>>> Hello,
>>>
>>> My dad bought one of your pellet stoves about a year ago and it sat
>>> downstairs until about 2 weeks ago, when we were able to put it in
>>> together. It was brand new up to that point. We had some problems
>>> with it, getting a constant 'E-1' error code. At first and after
>>> going through your diagnostics tests offered online, we discovered
>>> that the exhaust blower wasn't turning. We ran the diagnostics again
>>> and had to stick a pen in the exhaust port (with the stove pipe
>>> disconnected) to get the blades to spin. We aren't sure what it was,
>>> but it started spinning, but was spitting out small amounts of what felt like metal.
>>> It only spit out a small amount, so whatever bit of metal was in it
>>> has cleared and the exhaust blower has been good ever since.
>>>
>>> Well, it worked great for about the first 9-10 bags of premium
>>> pellets we ran through it (cleaning it out after ever bag). Then the
>>> other day we started getting an E-2 error code, usually prior to
>>> getting fire, at which time the unit would shut itself down. We
>>> completely cleaned it out, vacuumed everywhere we could, and took
>>> all the stove pipe apart and brushed them out. We took the back off
>>> the unit and looked for any problem areas. Finally today, my dad
>>> noticed a problem with the lower auger motor. The setscrew holding
>>> the motor to the auger had worked loose, if it was even tight in the first place.
>>>
>>> It took some work to get the setscrew tight, we had to turn the unit
>>> on and watch for the rotation to line up so we could get a 5/16"
>>> combination wrench on it to tighten it. I noticed this setscrew did
>>> not have lock tite on the threads, which I felt it should have. So
>>> the stove has been working great ever since. We feel that the auger
>>> was slipping, because when the 'E-2' error code came on, it sounded
>>> like there was a slight hesitation, then the machine would go into shutdown.
>>>
>>> The main issue I have with England's Stove Works is your customer
>>> service. For two days I tried to call to work through the problem
>>> and on both days I was on hold for more than 30 minutes, finally
>>> having to hang up. When I called the second day, it was earlier in
>>> the morning, because I figured it wouldn't be that busy. If you are
>>> going to offer technical help, then why not staff it sufficiently so
>>> that a customer doesn't have to sit on hold forever. It really
>>> leaves a bad impression with a customer to be on hold that long.
>>>
>>> You might want to add to check for that if someone is getting the
>>> E-2 error code and for god's sake, please add more tech support lines!
>>>
>>> Sincerely,
>>>
>>> Andy Stack
>>>
>>> Stove Model: 25-PDVC/55-SHP10
>>>
>>> Mfg Date: 01/2006
>>>
>>> Serial: WHI-044771
>>>
>>>
>>>
>> try calling today, our call volume has dropped.
>>
>>
>> .
>>
>>
>>
> we are here until 6
>
>
> .
>
>
i have answered.

We have a new England stove and the pellets drop straight in and the ones on the sides don't drop so the auger runs out of pellets. Then the stove shuts down. Any suggestions on repairs?

I purchased a Englander Pellet Stove in January, 1004.
It ran fine for about a month then, the lower auger motor siezed up.
I contacted Englander"s Customer Service and they sent a replacement motor. There was no long wait period on the phone.
This cycle repeated three (3) more times.
Finally, I put an external fan blowing air at the motor. The motors no longer sieze up.

It makes sense that the auger motor would run hot as it is in contact with the auger which feeds into the firebox.

I have model number 25-PDV 55-SHP22 55 TRP22, I bought this stove in the fall of 2008. I had one problem with the top auger not turning but i figured the problem out myself. The hopper door latches were not tight enough to activate the auger switch, easy fix just tighten the jam nuts so the door closes tighter. Other than that once and a while the auger makes a squeeking noise and the flame/air rummble noise is constant. I think my wood stove was a hotter flame though? maybe because of the pipe damper control? I feel that most of the heat from the pellet stove is going out the exhaust pipe, I could be wrong. I insalled it myslef and use and exsisting chimminy that I downsized the thimble from 6' to 3' to accommodate the pellet stove vent pipe. The stove could be hotter for 22oo sqft? Other than the convenience of the pellets, the wood stove is hotter by far! I'll give it a year then maybe switch back? It was convenient this year!

I had a problem right out of the box with my englander 25PDV. The fire would go out randomely. I noticed that the bottom auger was not rotating when it should be. Called tech support and got a fellow who was helpful. I pulled the back off the unit and checked the motor with a ohmmeter and noticed that the wire from the connection terminal to the armature was loose. I soldered it and now the stove works fine.

I have to disagree with the comments about customer service at Englander based on my experience. I placed an order for replacement gaskets and posed a question with the order regarding maintenance. I was not necessarily expecting a response but they called me within a day to answer my question. The tech also said he would pose my question to an engineer there and then he called back the next day with an answer. Not bad customer service in my book.
Also, I think the stove is pretty well set up for DIY maintanence - nothing too complicated and the manual is good.

A question for James (2 days ago reply). Has your blower on the 28-3500, when running, take away any surrounding air from the draft? I ask this again because in my air tight house the blower takes away the combustion air and actually starts "killing" the wood fire. I have since modified the blower by butting a 10 inch duct pipe up against the suction side of the blower (left side facing) and force the blower to take air from an upstairs grate. This seems to be the key as the burning has improved greatly. I actually had the pilot light on my gas water heater 'sucked" out by the operation of the 28-3500 blower.

i have an add-on furnace 28-3500. The unit has worked well for several years with two exceptions. cracks from the corner of the door needed to be plated (plate too thin?). second, the blower motor went bad. the owners handbook said the motor requires no lubrication. nothing could be farther from the truth. the warning on the motor(not visible unless you really look) states the motor requires 20 wt oil every six months. i hope england stove works reads these complaints and changes their book to the truth. all of the customer remarks on their page are positive. have they never had an unhappy customer? they should add a few comments to their page from the less than happy customers. if for no other reason than to seem honest.

I bought a stove from Englad 3 years ago. I cannot find a repair person in my area who repairs them. Lowes' sells tham but even they do not have people who will fix them. I called for a week and got an instant busy signal. I emailed them and they did not respond. It is the worst customer service i have had with any company. I would not recommend their product to anyone.

I bought a 25-PDVC3 from Lowes for $1299.00 a couple of weeks ago and installed it last weekend. Thankfully I paid for it with a credit card because I am going to dispute the charge and go buy a real pellet stove. My complaints are numerous...

#1 - By the time the pellets ignite, the burn pot is loaded with pellets so after they do catch, the burn pot is filled with ashes.

#2 - I realize that the upper auger is supposed to run intermittenly but I think it is running continuosly. If I sit and watch the lower auger it is always feeding pellets into the burn pot. No matter what the heat setting is on. It feeds so much that after igniting the pellets are catching fire while in the lower auger tube.

#3 - The hopper does not hold #40 of pellets. Even if it did that would just mean that there were more pellets in the hopper when the fire goes out... which it does everynight while I am at work.

#4 - Ashes build up and cover the airholes in the side of the burn pot so the fire gets no air.

#5 - My house is either 100 degrees or 50 degrees. There is no happy medium. On the lowest setting (1) the stove is putting out so much heat I can't sleep. (if I do fall asleep, the fire goes out and then the house is 50 degrees).

#6 - At 8:30 A.M. when I came home from work the stove was out (of course). I put almost a whole bag in the hopper and started it. By noon I was able to add the balance to the already depleted hopper. When I was leaving for work around 9 P.M. I added almost another full bag of pellets and removed a pound of ashes from the burn pot. I set the heat range temp at 1 (the lowest) and went to work. I figured when I got home all would be cool. Yeah right... I walk in the door, the blower is running, there is no fire, augers are turning and the burn pot is overflowing with pellets.

#7 - Thinking that I had solved all my heating problems when I bought this stove, I gave away 3 cords of wood to a family that needed it. The reason I bought the stove is because I have a disabled hand and its really hard for me to cut wood and deal with all the work involved now that my son is gone and on his own. Now I am thinking about meeting someone and breeding so I can have a new helper. How sick is that? All because of this pile of crap that I purchased at Lowes...

#8 - The way I figure it is like this. I am going to use 2 bags of pellets a day, again thats at the lowest setting... thats 50 bags or 1 ton in 25 days so both tons I purchased will be gone right when the really cold weather hits. Lets do the math... $250.00 a ton (multiply by 16, divide by 7, the square root of Upstate New York is ambient 9 degrees) Its going to cost me TONS of money to use this stove at this rate.

#9 - (this is starting to sound like Lettermans top 10 list) The number one reason I am going to use this stove as a boat anchor is because I have been calling Englands Stove Company since Tuesday morning and all I get is a busy signal. I am calling Lowes and then after that I am calling my credit card company and telling them what a piece of crapola I bought.

#10 - Screw it, I am moving to Hawaii where I will probably get ripped off on an air condtioner !

Mike D needs help with this thing, any ideas?

We installed our New Englander stove about 10 days ago, so far so good! It does require some maintanace and is a bit noisy, but compared to wood it is a breeze. We expect to save quite a bit when compared to what we would spend for fuel oil. We are still figuring out when to add pellets. We clean it every am and do the twice weekly maintanance. I can see that keeping it clean is very important. I will try to comment more after a couple months of use.

It sounds like a lot of us are having trouble with our 25 PDV stoves. This thing has been a total piece of junk ever since I bought it. I've had nothing but problems from day one with everything from E codes, shut downs for no reason and its failure to auger pellets into the hopper consistently. While the guys at Englander's support line seem to do their best with your problems and are pleasant, my issues have never been solved.

I especially liked the time when I e-mailed them for tech support and I got and e-mail three days later saying "give us a call". If I wanted to give them a call I would have done that in the first place, right?

I wish Englaner would simply have trained local techs that you could have come to your house and service/fix their products. This whole stance of them saying they designed the stoves so the consumer can service and fix them as needed seems like just a way to not take resonsibility for bad products.

I can honestly say that this stove has been the worst item I've ever bought in my entire life. I'm starting to shop for a Harman stove now, a few of my friends have them and love them.

I have the 25 pdv. Listen to me folks. You HAVE to clean the opening of the auger weekly. Carbon builds up and can and will stop your auger from rotating. I replaced my augers only 1 time. Now I clean the end of the auger tube and havent had a problem with it binding the auger bit. Vaccuming is not the only thing u should do to clean it. You have to chisel the carbon off of the tube. ALSO, once a year, grease the 2 bearing fittings for the augers from the back of the unit. I cant complain about my stove other than it's not as quite as the more expensive ones. It heats my house and in the last 3 years, i have gotten my money back in oil savings.

i have a englander from lowes, should i be a little nosie?

Has anyone else expierenced problems with the thermostat on the unit 28-3500 add on furnace. I have replaced the thermstat twice and still doesnt work. Also when operating the blower in the manual mode does it rob needed/surrounding air for the draft.Please let me know.

England makes a good product and the price can't be beat...With some peeps you could hand them a suitcase containing $1, 000, 000.00...They would moan, groan and complain all the way to the bank because it wasn't a $1, 000, 000.00 BILL... My favorite passtime is to log on and search a product, any product, then google complaints on that product...Every now and then I even find a valid complaint...The others only make for amusing reading, and some down right funny...LOL

Thanks England for producing the Englander 25-PDV

im buying a multi fuel englander # 49 and have not seen any complaints on this one yet. I can make and fix anything so im not scared but it gets cold here in nh and dont want to repair during a cold snap who knows about this stove

After a lot of research and the reality that I may not be able to get a pellet stove from those expensive Hearth stores I just purchased a 25 PDV from Lowes. I am a do-it-yourself 'r through and through...I have to be with a 140 year old house, 4 kids, tractors, dirtbikes, snowmobiles, boats, trucks, etc. I live in NH. My family and I are staring in the face of $4.50 gallon or more for heating oil this heating season. I burn 1000 gallons per year. I needed to suppliment my home heating and a pellet stove seemed the best way to go...this from a guy who grew up in northern NH burning 8 cord of wood per winter.

I was mortified to see some of these posts because I really had to dig deap to find anything negative about Englander stoves. I tend to agree with the general concensus that if you love your stove it will love you back. Kim definitely said it best...I will gladly take a stove I can work on, get parts for and fix myself rather than wait for overpriced parts and service from my local Hearth store.

Fortunately, I have plenty of time to get to know my stove, I actually like reading owners manuals (I know, twisted) and I look forward to taking it apart to check everything over. I realize I may face some adversity and inconvenience every now and then but I know I will be saving hundreds of dollars this heating season and with any luck and plenty of preventative maintenance, I won't be back to report a bunch of problems.

Burned five tons for under $1, 000 last winter 24-7. Electrical bill only went up $50.00 monthly. Ran like a gem through the end of May. Sole heat. Thank you. Just bought another 6 tons for under $1, 250.00 and ready to go Home Depot. We will have saved over $3, 250.00 by winter's end 2009. Buying all replacement parts ahead of time saves us worry about breakdowns. Tore off the vinyl siding on the house and replaced with cedar shakes for better insulation bundle by bundle.

i think im in love with kim

Listen people, would you drive your car hard and not rotate tires, change oil, or replace your brakes! I have owned my 25PDV since 2001, and run it constantly from November through April each year. I have not replace any parts on my system EVER. I bought mine from C&T for $900.00, and installed it myself. They issue you a manual for a reason, any piece of equipment you buy, read it, I checked all connections, bolts, augers, and fans prior to installing. The only problem I had was it was feeding to many pellets to burn, contacted support, and individual helped me right away. Yes I have some noise, and I even had some back draft smoke, but it only happened once, reconfigured exhaust, and it fixed problem. If this problem should continue, get the battery back-up, normally this problem happens because of power outage. This is not the first one I have owned, I have not purchased fuel oil since 1998.

I can not believe that I am reading grown men whining and complaining about working on a stove that was bought a DO IT YOURSELF STORE. come on get over yourself I am a woman that owns one and can fix mine myself the money it saves every year on oil and electricity is worth a 130. motor every now and then. Grow up and be real men not crybaby mommas boys all your life or go by a gas or oil stove or an electric heater.

My friend and I bought our stoves in Oct 06 and the only problem we have had with both stoves, is lower auger motor failure. England stove sent the new motors promtly with no problems. It seems by most of the post here that the England stove co needs to work on their quality control. Besides that one problem the stove is great, I've burned 3+ tons this year alone. An England Stove is like an English car, it needs you as much as you need it. If your not handy or mechanicly inclined buy gas or oil.

I bought a 25pdv 12/31/07.
From day one I kept getting smoke blow back. Manual says not
to worry? WHAT?
It filled my whole house up with smoke so bad couldn't breath until aired out. If this had happened while we were asleep, could have been asphyxiated!
Well next the pellets in hopper started smouldering.
They sent me new augur bearings and 1 motor.
This stove was ONE MONTH OLD! They wanted me to fix it myself or hire someone. The DAMN THING HAS A 5 YEAR WARRANTY. And I HAVE to do the repairs?
Well about 10 days later it blew back again, shut it down and unplugged it. Aired house out. G/F came home 4 hr later house was again filled with smoke. I came home about midnight from work. Again filled with smoke. Opened hopper and pellets were burning in the hopper!
Took Lots of pictures and then poured water on it.
They blamed installation of intake and exhaust on me.
They quoted me wrong info on phone (Chris Terrell-mgr ext 152 at the number listed in the manual).
I told him READ YOUR DAMN MANUAL. I installed it EXACTLY
per instructions.
Finally they sent me a new stove, refused to upgrade my model, I again had to install it myself . They decided I needed more exhaust pipe and a different vent.
Well the winds have died down and it's warmed up so don't know how it will perform.
Supposed to heat 1500 sq ft. This one can't even adequately heat 400 sq ft.
They refuse to respond to requests for assistance in offsetting the costs of smoke damage in the house. approximately $300 in cleaning supplies and etc.
Will I buy another NEVER. Will I recommend NEVER.
I carry my pictures with me and show them to prospective buyers at Home Depot, Sutherlands and Lowes in our city.
cost of lawyer is more than what I would get back.

I have had my stove for 5 years now and it has not ran the entire season yet. I have been through 4 lower auger motors already and it looks like I will be on my 5th. I have called and e-mailed and everything else to try to talk to someone about this, asking them is this normal, I feel it is something else and they don't want to tell me, I just can not believe the stove eats motors like that. Those little motors are not cheap ($130.98) it is getting to the point where I can not afford to run the stove and buy the pellets then have it break down 2 to 3 times a winter. I DON'T RECOMMEND ENGLAND STOVES AT ALL! Has anybody else had this problem and if you have how did you fix it.

I have to admit I find it almost laughable with the comments of Jay Kirk. Obviously these stoves are not to the cost of a car or any other large purchase, but wouldn't you first research an appliance that will be used in your home as a heating source with a fire?! How can one not know that any item purchased at your local Lowes/Home depot DIY big box would not come with tech support. The reason Lowes and HD can sell stoves for 1100 rather than 3000 is due to the self install and non tech that is inherint with any purchase! Sounds like the tech support worked at getting you parts as fast if not faster a local stove shop would have sent out a tech. Have you ever tried to get someone out on a Sat? Didn't think so! If you did not want, or felt uncomfortable working on this stove, you SHOULD NOT HAVE PURCHASED it! Get your hands dirty, fix it up and stay warm!

As for not pleased...you are complaining about a gasket that is 3 yrs old? Did you not read the manual that came with the stove stating replacing of gaskets is recommended every year? My father has a 4000 dollar harman accentra and even he has to do that!

I must agree with the complaint. I've owned my pellet stove now for 3+ years. It arrived with loose parts which luckily I noticed. The sales team sold me a vent kit, telling me it had everything I needed, but was very inadequate for the job. As a result, I had to spend a lot more money and shipping time to get the parts I actually needed and couldn't return the extra parts. When I spoke to another parts person there and told him about the installation issues, he spoke with anger about the other employee, saying he was lazy and would say just about anything to end the call quickly.

When I finally got it all installed, the stove didn't work well. More calls to tech support resulted in a more appropriate high altitude part sent to me.

An auger motor went out about 1 month after the warranty expired. When I asked if this was common, they said no, but said I probably got a bad unit. I am not so sure it isn't an on-going quality issue. The motor bearings on the new motor started screeching about a month later. I ordered a new motor and before I got the chance to install it , the noise quit. (I did attempt to oil the bearings). The motor still works, but screeches for about 20 minutes about once a month.

My window gasket needs replacing. I blame this on the rather shoddy installation, as it was not even close to centered around the glass.
I now have an igniter out. I would have though this item would have lasted longer, as I really haven't used the stove for that many hours.

As an engineer, it seems to me that this company could do much better, in terms of their quality of their parts and of their personnel. I don't like the design of the igniter. The hole is the same size as a pellet and can be block by chance during normal operations. The secret I've found is to start the fire every time is to place a pile of small 1/8" or so pellet pieces in front of the igniter hole. This prevents a larger pellet from blocking the hole and the smaller pieces ignite easier. (Of course, it may be that my original igniter was faulty and no reaching the correct high temperature.

I'm just starting to get involved in a complaint.
bought mine Dec 07.
Had numerous occaisions of back drafting (smoke out of hopper).
The last one was so bad the pellets in hopper caught fire.
called C.S. they wanted model number date etc. so where is the tag with this info? You guessed it in the hopper (melted).
Under warranty (month old) I have to tear it apart and replace the parts they're sending.
Tearing it apart I found the four bolts that hold the upper augur to the mount were less than finger tight (air gap here will cause a back draft) same for the lower augur.
The fire was hot enough to melt grease out of bearings.
They agreed to to send new parts second day air. That meant saturday delivery. UPS does not deliver on Saturday, Unless package is marked as such. well they didn't mark it.
I called them to get another one coming and I would return first.
They said no, they said they caught delivery driver and he would mark it. Well it is NOW SUNDAY and no parts.
so they WASTED their money on 2nd day air.
will be calling them tomorrow and try to talk with management. Will update this and let you know outcome.
But why am I doing the repairs under warranty and not them or their techs? I'm not certified by them or anyone in this type of repair!

My house came with the stove. It seemed to work ok but then the Motor went after a 1 1/2 years of pretty heavy use. Have tried to get tech support on phone for 3 days only busy signals, no one at the custermer service center will help, one dumped me in sales and another hung up on me while I was explaining my problem.

Product ehh ok, service terrible!11111

I have had all good experiences with englander and they do monitor hearth.com and have helped us tremendously with our decisions. More good than bad. Sometimes its not the car, but the "nut behind the wheel".

This is my third winter with my 25 PDV & I had a few minor problems . I read the manual inside & out when I installed the stove so I had a general knowledge about it's parts & inner workings. Every time I called with any questions or problems England customer service & tech support were terrific & THEY HELPED ME EVERY TIME. To those customers who complain about Home Depot & Lowes I'm wondering why the two largest home improvement retailers in the country would knowlingly sell a defective product. There are a few lemons in anything man made.

Here is a novel idea... CLEAN THE THING! any item with as many moving parts as a pellet stove has is going to require maintenance. For the money they go for and the support I have personally seen and heard about, how can anyone complain about these stoves? Many people, including myself have bought these for 1/2 off at lowes or HD. 800 dollars for a pellet stove? Are you kidding me? 1 yr parts warantee and 5 year burnpot is what you are going to get even from the 4000 dollar harmans... and guess Harman went under this year... I give England 100% and 5 stars!

I'm on my third season with an Englander pellet stove 25-PDV! The second season I had trouble with the feed auger! Englander was great they sent a new auger, bearings and hardware over night!

It's like anythng else, if you do not maintain it - it'll give you trouble. I have found the stove is very easy to maintain and repair! If you need someone to install this stove, it's not for you.

Not to mention it's the second most efficient stove on the market, for the $ I can't complain!

I don't know if it makes a differance but I did not buy from Home Depot...

I have friends who bought big $ stoves and have lots of big $ problems...