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Vermont Castings Support Ticket - Topeka, Indiana - Poor performance

Vermont Castings Support Ticket - Topeka, Indiana

Poor performance - Fireplace Insert

Created By: coldathome's Picture coldathome Last Reply: 's Picture
Priority Level: [High] Status: [Open]
Created: 5 years ago Last Updated: 2 years ago
Department: N/A Replies: 2
Product: Fireplace Insert

I bought a Vermont Castings Montpelier Medium Insert in July 2013. I had it professionally installed by the person referred to me by the retailer. The insert will not heat my living room let alone the claim of 1500 sq.ft it claims. The glass blackens up in a matter of hours to the point you can not see the fire. I am burning well seasoned oak and walnut that I cut and split myself. I have been heating with wood for 20 years and am not ignorant to what it takes as far as fuel and draft to get optimal performance. I have contacted the retailer who keeps giving me all the reasons it is my fault it will not perform. They went as far as suggesting I need to leave the door on the stove cracked for one hour to get the stove to work, which is absolutely crazy. I got a phone number to Vermont castings direct and have left several voice mails with absolutely no response. The original installer came back to troubleshoot the unit and can establish that the combustible air going to the fire box is not working. I paid $2400.00 for a quality(what I thought) product and as of this writing it is 38 degrees and my back up heat is doing all the work. I could not be more disappointed with the situation, let alone the customer support which is non existent. Please stand by your product.


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strikeee2001 says: (4 years ago)
DITTO!!!!!!! but i bought a VC merrimac for $5300.00!!!

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