Dean's Stove & Spa, LLC
120 W Main St, Plantsville, CT 06479
Parking: Lot, Private
Specialties: Electrical Equipment, Pool & Spa
I purchased a $5,000 Fireplace Xtrordinair wood insert from Dean's Stove in January 2015. I also purchased a service contract to reduce our fears of something going wrong with such an expensive item. In November 2015, the rheostat (controller for the fan) burned out. I called Dean's to setup a warranty repair for the rheostat. It took about 2 weeks to get someone to come to my house and they charged me $150 ($80 trip charge + $60 labor + tax) to fix this warranty item that I had for less than a year. They NEVER mentioned in several phone calls that I would be charged anything for them to come out and replace the rheostat. This is a $40 part and about 10 minutes of labor. If I knew they would charge me $150, I would have purchased the part for $40 and replaced it myself. I called Dean's everyday for a week to resolve this matter and all I got was "we are not going to refund your money." I also left 3 messages on Dean's personal voicemail and he never called me back. I even asked some of the store employees (Deana, Marilyn, Jim & Samantha) when they see him to have him call me and I still never received a call. I would expect better service from a large company especially when spending so much money there.
We had a gas stove installed three months ago, and it still does not work. Dean's came out several times, each time with no "forgotten" parts or "this is the wrong size", so they just leave and say they "don't know" when we can expect this to be finished. They do not return calls or follow up as they say. Customer service is awful. I don't ever bash businesses, but I would not recommend anyone purchase anything here.
THEIVES! Don't take the risk of being given one star service. I see many of the 5 star reviews are from Deans staff, by the way. They told me installation would be in a month, then called with a date that was over two months away. Then, gave me the run around when I tried to cancel, due to their breaking the agreement. Very shady and unprofessional. They'll assure you they can do anything, until they get your money. Good luck after that. I had to call my credit card company to resolve. Very bad business.
Very bad experience with Dean's Stove. Bought a gas stove in 2012 and Deans installed it but it stopped working in 4 months. a repairmen came and got it working and said to have it cleaned. Called again took the day off from work but the repairmen never showed. I called to reschedule but was hung up on. I finally sold the stove privately. The sales staff make all types of promises but the service is beyond horrible. They really need to go out of business.
Good selection but service is not! Call for service and they say they'll get back to you in 72 hours... if you're lucky. My wood burning insert has had two service calls for a blower that stops working. It's still under warranty but that doesn't matter if I can't get a service call for weeks. I would not purchase from Dean's again.
About a year ago we ordered a Lopi Northwood stove from Dean's. Nice looking store and very upbeat salesperson. We needed to install propane prior to the stove installation. When I asked about the installation permit I was told "We can piggyback off the gas permit"
A few days later I mentioned the "piggyback" comment to our local building official and was informed that a separate permit was required. I called Dean's and was told I would have to pull the permit. I suggested I had not been told I would have to pull the permit and that they should pull it and was told "We do not pull permits."
I cancelled my order. My $100.00 deposit was not returned, but was listed as a store credit. I asked to speak to someone higher in the organization and was put into the bookkeeper's voicemail. I asked for a return call which never came.
This week I once again attempted to get my deposit back and eventually talked to the installation manager. He told me that I was mistaken - that the sales person had not told me they could "piggyback off the gas permit. He said If they had had to pull the permit I would have been charged an additional fee. (That option was not offered a year earlier.) There could be no deviation from store policy and my money would not be returned.
I asked to speak to the owned and was told he wouldn't speak to me.
With a business partner I opened and operated Friends & Company Restaurant in Madison for many years. We would have done a better job than Dean's.
In the star rating system above giving no stars is not an option so this review regretfully carries one star. Deans is a very neat store and I would recommend you go see it, but that you not buy anything there. If you do go there, kindly ask them to return my money.
I have seen so many negative reviews about Dean’s Stove and Spa I simply cannot believe them. Let me tell you my story. I visited Dean’s in November 2013 and that is when I met our salesperson Steve. Steve had the knowledge about every pellet stove in the showroom. He was extremely helpful in guiding us in making our choice. We had a new Ravelli RV80 installed on December 12th 2013. The installer Matt was extremely knowledgeable, thorough and clean. After only a day of running we experienced a problem with the new pellet stove and Dean’s was extremely responsive to what was happening. They were out the next day and tried a bunch of things to rectify the problem. I myself did a lot of research on the stove and within a short time Dean’s had determined that the problem was a manufacturers issue. A lot of other business would have stopped there, but Dean’s really stepped up and actually replaced the stove with a new one. This was unheard of to me that a company would actually assume the responsibility of the manufacturer. They also allowed me to visit the showroom and “experiment” with the settings of the stove so I could gain the knowledge to operate my stove properly. The treatment that I received from all the people at Dean’s has been exceptional including from Dean himself. I have never felt unwelcome there. It is true that trying to get someone on the phone immediately is a bit of a concern but I found that if you are a little patient they will call you back. I have been in the showroom a number of times and cannot believe how busy it can be. During our selection of our stove Steve spent the entire time with us and made sure we were comfortable with our selection. Not once did he leave us unattended. We really found out how much he cares about each and every customer he deals with. We noticed this on other occasions when we visited there and he treated every customer with the same courteous manner. We now have a pellet stove that keeps our home warm and comfortable and a team of people that we feel will always be there to help when we need them. My hat is off to Dean’s. I would especially like to thank Steve, Matt, Tyler, Jeff and all the others that have been so helpful to us. We couldn’t be happier.
Sales staff and support will tell you anything and all your decisions are final. Do not put trust in them, verify the facts on your own. If you decide to purchase from them be sure everything you think you're getting is in writing or you won't get it. The prices on the stone and mantles are nearly 30% higher than you can find other places. Their labor is also about 25% higher than you can find elsewhere. Beware their "and up" clauses in their quotes. The stoves they carry are their only strong suit as Travis industries makes quality stoves.
I would have to give Dean's a rating of B
One, the sales of the wood insert we would rate them with a B ,reason for this is a communication issue between the store personnel and the installer.
Two, the installer for Dean's we would rate them with a B as well. We did have some issues with the installation but as an honorable company they did make things right in the end.
Bottom line, the stove is beautiful and we are very happy with it. We would recommend this company for both sales and service.
Dean, Dean, Dean. I like the people here, I really do. They are nice and they care about our business. They just aren't the best and most efficient in communicating between each other and us. We had a pellet stove and an wood burning insert installed last year. The pellet stove was going in a new addition so we had to have the venting run prior to the stove install. Dean subs out this work to a guy who used to work for Dean. Nice guy and seemed to do the install just how we wanted it. However, the communication between him and the guys that came to install the pellet stove was not so good.
Day 1: They arrived with both stoves, they couldn't install the pellet because they didn't have a 90 degree pipe and they couldn't install the insert because they found they would have to cut the heatilator out. (Partly my fault because I measured, however they didn't tell me that I need to measure 21 inches deep starting 19inches high. I measured from the bottom). So no install the first day. They also didn't bring a dolley large enough to wheel in the insert. They used a square roller pad that left indentations in our hardwood floors all the way to the fireplace (they paid us to fix this as well with no questions asked). they gave me a quote for also for cutting out the heatilator
Day 2: They completed the pellet stove install, very thorough instructions on how to use (which a monkey could figure out but nonetheless). Then they started cutting the heatilator out. They cut for about 3 hours, went through about 30 blades on the sawzall. Finished about half and left around 9 pm.
Day 3: cut the rest of the heatilator out and finished the install.
These 3 days were not consecutive. Overall install took about 3 weeks.
They are nice people and made us whole in all areas where there were problems. They just need to work out some logistics. Some stove places travel to measure and make sure the stove fits. This piece of info would have saved time and aggravation. Relying on the customer to measure correctly and always be consistent.
Read the reviews on this place and chose to ignore them and make a decision on my own. Obviously only the disgruntled take the time to sit down and write every detail about how unhappy they are to try to "breed the hate". When you are happy about something you are content to go on with life and don't usually make the time to write down how great it went. My trip to Deans was great -met a sweet boy named Danny he was so genuine and sincere, did not pressure me at all, told him what I was interested in a gas log set -he advised me on all they had and then talked to me about a gas insert - gave me the pros and cons on both and left me to make an informed decision- he was awesome - I was not pressured into signing anything and he was not pushy at all- that was important- went back and made my purchase -went with a log set and very happy with it- thanks Danny for being a great help -no pressure - you rock
So happy I went down to Dean's, they were so helpful in getting my moms inlaw apartment , they came installed , cleaned up everything and even took the time to answer hequestions and show her how to operate it. They even called to check on her to see how it was running. You guys exceeded my expectations.... Thank you Matthew , Jennifer and Deana. keep up the good work!!!!