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1.5 8 Reviews

Vermont Castings Complaints Summary

1 Resolved
7 Unresolved
Our verdict: With Vermont Castings's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Vermont Castings reviews & complaints 8

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Newest Vermont Castings reviews & complaints

ComplaintsBoard
R
2:16 pm EST

Vermont Castings Vented gas fireplaceheater wdv500ntsc

I bought a home in 2022 that was built in 2019. It came with a beautiful appearing Vermont Castings Vented Gas Fireplace/Heater converted for use with propane. I did not attempt to use the fireplace until the winter of 2022. It would not light. I called my propane company and they sent out a worker who could not get it to light. Charge: $100. They referred me to a plumber who came out and got it to work after removing the screen and glass. Removing these is very difficult and took the pros 15 or more minutes. Putting the glass and screen back in took 10 minutes. And that is just to access the controls! Very poorly designed from an access point of view. Charge: $100. After the plumber left, the fireplace stopped working. I called the company phone number and was directed to my local dealer. The workers came out, had the same access challenges that the others had had, and got the fireplace to work. After they put the glass and screen back on, the unit stopped functioning again. They had to remove the screen and glass, and called their resource person. After being talked through a series of tests, it was determined that the pilot assembly will need to be replaced because of a malfunctioning wire. Charge for today:$245. Probable charge for the replacement part and labor when they return:$400. I called Vermont Castings and was told that the unit was manufactured in 2015. I told them that the house was not built until 2019 and Kendra replied that she could not verify that the unit was installed then. In any case, the warranty does not transfer to a new owner and may only be for two years.

This fireplace retailed for around $4000. Access to work on it is inordinately difficult. Whoever designed it did not take servicing into account. It challenges the professionals, so how could the average homeowner hope to work on it himself/herself. Calling the company was entirely unhelpful. Bottom line: think hard and compare with other brands before committing a long term relationship with this company and its products.

Desired outcome: Company should reimburse some of the costs for repairing a unit that, although the claim was manufactured in 2015, was not put into service until 2019.

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Update by Rick Silver
Jan 17, 2023 4:52 pm EST

The local rep ordered the replacement pilot light controller and got it in less than a week. It took him almost three hours to install because of the poor design of the fireplace. Cost $660. Total cost from start to finish $1000+. The fireplace now works well, looks great, and does a good job of providing additional heating. Would I choose to buy this brand of fireplace is I were building a new home? NO. Why? Because of the incredibly difficult access for maintenance and repair. I will still have to remove the screen to replace the batteries every one or two years and that is a chore, even for the professionals. Also, I did not appreciate the poor manner in which customer service handled, or rather ignored my complaint. Why should a pilot controller suddenly fail after four years due to faulty wires?

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4:27 pm EDT

Vermont Castings Vermont Castings Stardance Gas Stove

I am a long time Vermont Casting customer from 1984 to present day and over 4 homes that I have purchased and lived with Vermont Castings wood stove’s. I purchased a New Vermont Castings gas stove in 2018 and have had nothing but problems with it electrical computer ignition right from the start. I have yet to go one season with out multiple visits from technical support and I am extremely frustrated with this product. We just had the complete smart computer overhauled and I have to make another appointment to find out what is wrong again.

My advice is to stay away from Vermont Castings products because you will regret your purchase.

I’m going to replace this $3,800.00 peace of crap that is equipped with the finest Chinese technology (sarcasm).

Desired outcome: To let everyone know that I advise staying away from this product.

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8:03 pm EST
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Vermont Castings Sundance propane gas stove.

I bought this stove less than 2 years ago. I have had problems from the beginning. The latest happened early September when it blew up and blew insulation all over the floor. The dealers (who I am not blaming) looked at the stove and said it was constructed wrong. He said shut of the gas and don't run it. The dealer has been dealing with the parent company of Vermont Casting and all they want to do is try different parts at the dealers expense. The dealers gas tech has been great and he has tried everything. This stove is dangerous and I am not willing to risk my family and home running it. I want a refund of $2800. I at this point, when I go looking for a new stove, if the dealer sells Vermont Casting, I won't buy from them.

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Is Vermont Castings legit?

Our verdict: Complaints Board rates Vermont Castings highly, signaling it as a legitimate option for users seeking reliable services. Despite this endorsement, the 12% resolution rate for complaints about Vermont Castings raises questions. Diligently reviewing Vermont Castings's client feedback and resolution practices is recommended for those considering Vermont Castings's services, ensuring a comprehensive understanding of its legitimacy and commitment to customer satisfaction.

Vermont Castings earns 86% level of Trustworthiness

Excellent Trust Notice: Vermont Castings near-perfect at 86% trust. Use with confidence, maintaining usual caution.

Vermont Castings has registered the domain name for vermontcastings.com for more than one year, which may indicate stability and longevity.

Vermontcastings.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Vermont Castings website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Vermont Castings as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Vermontcastings.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • Vermont Castings's complaint resolution process is inadequate and ineffective. The support team lacks customer service skills, training, and resources, resulting in only 12% of 0 complaints being resolved.
  • We found that the website for Vermont Castings is very young, indicating that it may be new or recently launched. It is important to exercise caution when engaging with new websites, as they may not have established a trustworthy reputation yet and could be more vulnerable to security risks.
ComplaintsBoard
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5:52 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Vermont Castings Order of fireplace logs

On Nov.3, 2015 I placed an order with my local fireplace store Englands Wood Stoves in Maryville Tn.I paid for the order and was told it would be in about7-14 days. I checked back with the clerk and was told the truck broke down but the product would be in the next week. Once again the order was not here. After 2 more so called delivery dates came and went, I requested the info that Englands ordered from.Total Hearth in Mt.Stering Ky. was the "Middle Man". Once again after speaking several times with both Cortney and Lee Ann, I requested the info as to where the logs were suppose to be coming from. I was then given the phone number to Vermont Casting, the company that makes ALL replacement logs. Several calls to Jordan Toll have now gone unanswered. None of the companies above have and answer except that the company has just changed software. I cannot cancel the order with Englands due to the fact he willnot order the parts without payment, Total Hearth told me to replace the fireplace (what good that would if I ever needed logs for another unit and Vermont Castings just keeps making up delivery dates that they never honor. DO NOT buy a Monessen Fire Place nor any out the ceramic log unit, you will be out your money and not have any product.

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1:23 pm EDT

Vermont Castings The stove still hasn't been delivered

The company Vermont Castings scammed us. We found the stove and paid for it. The rep told us that it was great choice, but time went and we didn’t get the stove. The seller only promised and explained that they have worked a lot and needed more time to deliver the item. Unfortunately, it was big scam and we got nothing from them. But they continue to promise.

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4:42 am EDT

Vermont Castings Fume belched and it was engineer fault

My husband offered me to buy stove or fireplace from Vermont Castings. We bought stove, but there was no fire and smoke belched from the stove. It was the manufacturing problem, but the rep told us to check the wood. But it wasn’t wet. We again contacted the rep, but he wasn’t happy to solve the problem and promised to contact us with the engineer, but still nothing was done. So, be careful and don’t buy stoves from this store.

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4:32 pm EDT

Vermont Castings Poor performance and dependability

I am writing about my Vermont Casting Winter Warm Small Insert, Model 2080, which I purchased on November 6, 2008, from Higgins Energy Company in Barre, MA. I am totally disappointed in the performance and dependability of this stove. In my view, this not the fault of the dealer, but is an issue with the manufacturer and clams surrounding the unit.

This stove has not performed according to your claims. Your website states that this stove will heat 1000 square feet and had long overnight burn times. This has not been my experience. I find that this stove will not hold a fire for more than 3 or 4 hours, no matter how I manage it. However, this is not my primary complaint with the stove.

Shortly after our stove was installed (by a professional mason), the glass broke. I thought this might be a defective piece of glass and reported the problem to Higgins Energy. They replaced the glass at no charge. However, within 2 months, the glass broke again, in exactly the same place. I believe the clip system that holds the glass is not properly engineered. I took great care in installing the replacement glass by following the instructions in the owners manual. This past fall we again replaced the glass panel. Higgins Energy charged $316.43, a hefty price for a replacement glass panel. Again, I took special care in replacing the glass. After only about six weeks of use, the glass has now broken a fourth time, in the exact same location, radiating vertically from the clips closet to the door latch. I have babied this stove since the first glass panel broke, taking extreme care in closing the door slowly and carefully.

Obviously I cannot afford to replace the glass annually (or even more often) on this stove, and I do not believe I should have to. I spent a total of $1757.70 on the stove, $196.30 on the cast iron surround, and then the $316.43 for the second replacement glass. For this over $2000 expense, not to mention the cost for having it installed, I have a stove with a broken glass pane that does not heat anywhere near the space you claim, nor does it hold a fire for any significant period of time.

I had our fireplace opening and hearth completely rebuilt to the specifications for this stove. I love how it looks, but it performs poorly and is subject to repeated glass breakage. Unless you can address the glass breakage problem in a way that will not result in my having to replace the glass annually or even more frequently, I request that you take the stove back and refund all of my costs; the stove, the surround and the replacement glass. Even if you do this, we will still have to hire a mason, again, to refit our fireplace opening to accommodate a different insert.
Please pay attention to my request. Your brand has a good reputation, but this product is not satisfactory.

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custer
, US
Aug 29, 2011 2:59 pm EDT

I have a Vermont Castings direct vent Propane gas stove and it was installed in the center of my new super insulated home. It doesn't put out very much heat, it takes it over an hour to raise the temperature 3 degrees in my 15'x18'living room (9' ceiling). John Abilene Texas

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ott81
, US
Aug 14, 2011 11:00 am EDT

Terrible BBQ was not not happy from day !, hot spots and the " stainless " started to rust. Now the burner tubes have rusted off after 4 years and the company has gone out of business. No warranty.

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TLeger52
, US
Sep 09, 2011 4:21 pm EDT

I am writing about my Vermont Casting Winter Warm Small Insert, Model 2080, which I purchased on November 6, 2008, from Higgins Energy Company in Barre, MA. I am totally disappointed in the performance and dependability of this stove. In my view, this not the fault of the dealer, but is an issue with the manufacturer and clams surrounding the unit.

This stove has not performed according to your claims. Your website states that this stove will heat 1000 square feet and had long overnight burn times. This has not been my experience. I find that this stove will not hold a fire for more than 3 or 4 hours, no matter how I manage it. However, this is not my primary complaint with the stove.

Shortly after our stove was installed (by a professional mason), the glass broke. I thought this might be a defective piece of glass and reported the problem to Higgins Energy. They replaced the glass at no charge. However, within 2 months, the glass broke again, in exactly the same place. I believe the clip system that holds the glass is not properly engineered. I took great care in installing the replacement glass by following the instructions in the owners manual. This past fall we again replaced the glass panel. Higgins Energy charged $316.43, a hefty price for a replacement glass panel. Again, I took special care in replacing the glass. After only about six weeks of use, the glass has now broken a fourth time, in the exact same location, radiating vertically from the clips closet to the door latch. I have babied this stove since the first glass panel broke, taking extreme care in closing the door slowly and carefully.

Obviously I cannot afford to replace the glass annually (or even more often) on this stove, and I do not believe I should have to. I spent a total of $1757.70 on the stove, $196.30 on the cast iron surround, and then the $316.43 for the second replacement glass. For this over $2000 expense, not to mention the cost for having it installed, I have a stove with a broken glass pane that does not heat anywhere near the space you claim, nor does it hold a fire for any significant period of time.

I had our fireplace opening and hearth completely rebuilt to the specifications for this stove. I love how it looks, but it performs poorly and is subject to repeated glass breakage. Unless you can address the glass breakage problem in a way that will not result in my having to replace the glass annually or even more frequently, I request that you take the stove back and refund all of my costs; the stove, the surround and the replacement glass. Even if you do this, we will still have to hire a mason, again, to refit our fireplace opening to accommodate a different insert.
Please pay attention to my request. Your brand has a good reputation, but this product is not satisfactory.

ComplaintsBoard
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4:46 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vermont Castings Beware consumers

My girlfriend purchased a $1, 600 stove med size woodstove. It didn't make it one winter and the flue assembly crumbled. When openning the stove properly to load wood there's a back blast of flames and heat that reach the ceiling. The service techs looked at the stove and said they would be to fix the problem.They haven't been since or called. I guess they don't back Vt Castings.We spent good money on what we thought was a good product. Now we realize that Vt Castings can't back up there own product. We were duped and have 500 lbs of useless cast iron in our house. NOT HAPPY WITH PRODUCT OR SEVICE! BEWARE CONSUMERS!

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Vermont Castings contacts

Phone number

+1 (802) 234-2300

Website

www.vermontcastings.com

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