Update I had a company come out and sweep the chimney and less than a baseball size amount of creosote was removed. No chemical cleaning needed. Deans was unable to tell the difference between a repair and buildup. I've also contacted Travis Industries the maker of the stove. To let them know about the experience I had with Dean's stove and spa. No customer should have to go through predatory selling tactics that deans uses. People are Travis Industries picked up the phone and at least took the time to listen. They asked for an e-mail and pictures and all of those have been sent off. Time will tell to see if anything happens. Lopi I did get back to me. So that's good. I've been not been waiting for over a week for my refund. I guess it's up to you whether or not you do business with them if you do good luck. read more

Dean's Stove & Spa - Company's info - Hot Tub & Pool Near Me - Plantsville, Connecticut

These guys are crooks. Worst customer service experience. We bought a wood stove through them and paid for them to install it. We found out a year later they never pulled the permit. We couldnt seem to control the burn rate in the stove and were going through wood very fast. Turns out they never attached the chimney pipe to the back of the stove. When we called them on it they just claimed it wasn't their fault. The stove ended up cracking due to being overfired because we couldnt control the air intake. They offered zero assistance and we are out thousands of dollars. Were honestly probably very fortunate our house didn't burn down. Stay away from this place. read more

I'd give Deans 0 stars if I could. They sold us a floor model gas heater for our LP gas application, were literally incapable of installing it after several attempts where they did not have the correct parts or stovepipe, and when we got another tech to install it we discovered that they had not swapped the natural gas jetting for LP gas. I'm amazed we didn't burn our house down. Go ANYWHERE except Dean's! read more

Very disappointed with the service department! Tech came out on Tuesday to try to put a new handle on the door but was unable to remove pin. He had to take the door and said he would be back in this area on Friday with the door. He lied. Service lady said im not on the schedule yet and the door is still at the shop. I WOULD NOT RECOMMEND THIS PLACE TO ANYONE!!!. read more

Let me begin by saying the service technicians from HeatZone are always courteous and respectful. HOWEVER, dealing with Dean, himself, or any supervisors of the maintenance or install departments are rude, not completely forthright with information, and somewhat incompetent. Always get everything in writing from them...and save it for the life of your product! You WILL definitely need it in the future. Save yourself much aggravation and shop around. Dean's House of Fire is overpriced and totally lacking in customer service. Susan B read more

I converted from a wood burning stove to a gas burning stove and bought a Travis industries unit through Dean's house of fire. The sales people were very nice. I will also state individual people there are very knowledgeable and professional. I am especially fond of the son's owner, Shawn, and the lady who works at the New Hartford location. And, the service people, overall, have been great. That being said, I caution EVERYONE to beware of who they send out to do modifications and installations especially with chimney work. I had no clue the techs (who I've been told, are no longer there) were incompetent . They not only did not cap properly, they should have done the work differently. I did not notice this for a few years because I cannot see my chimney from the ground. The monstrosity was discovered when I had roof work done. I subsequently called Deans and had a very unpleasant conversation with Susan Owens who stated, after seeing the picture of the work her staff did, "it's not leaking, so it's fine" when I complained about how it looked, she stated her people "didn't do masonry work". I stated removing bricks, removing bluestone was masonry work. I got absolutely nowhere with her and found her to be dismissive. I subsequently called and left a polite message requesting the owner call me back to discuss this. I never received a call. I have also learned from my furnace person, the install venting should have been done a different way for optimal performance since it causes a certain part in my furnace to blacken prematurely. So, I caution everyone to use them understanding you need to know up front what they need to do from start to finish and double check that things are done properly. Don't assume because you're paying them, and giving the installers a good tip the work is being done as it should. I am still steamed at this experience and RARELY write bad reviews, but this was unacceptable. The gas stove is beautiful and I am at least pleased with that aspect. read more

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Anyone in the market for a new fireplace or pellet stove or anything else like that - think twice before using Dean Stove & Spa. We bought our propane fireplace from them including installation last August (2024). About a month ago the fan started making a screeching sound. There's a two-year warranty on the stove so they scheduled a tech to come out. He was surprised that I was having issues after such a short time with the unit. He pulled out some kind of switch/button and told me it just need lube. I asked if we needed to relubricate often, and he said absolutely not, maybe every 10 years you need to worry about the fan. He said it oked like it had never had any lubrication when it was installed. Oops, their bad but mistakes happen, it's under warranty and nothing serious so yay! Well not so much. When he was done (he was super nice and helpful) he said, "Let me call and see if I can get the price reduced." I said, "Oh, that's ok it's under warranty." And he said, "Yeah but there's still a call out charge." Nobody at Dean told me that there would be a charge despite the warranty. I thought dang but really how much could it be? Well, a lot. They were going to charge me $300.00 to have their tech come out to fix a product still under warranty! Ultimately, they lowered it to $99, but really, the sliminess of charging me for their error is just ridiculous. We also had issues with snake-oil salesman Chris Scalia. All charm and smiles while selling us a unit, then dropped us like a hot potato once the money changed hands. Rude on the phone and answered my follow-up question with "I went over that with you when you bought the unit." And other things. I wish I had just cancelled the order when they told me two days before installation that they had to cancel my installation because suddenly the unit I ordered was on backorder. I was a sucker - don't be like me! While the installers and tech were all nice, I would NOT recommend doing business with this company. They are not nice overall and from what the installers told me their sales crew is no good and even they can't stand them. Look somewhere else! Save yourselves! read more

they refused to come clean my pellet stove that was purchased from them, claiming it didn't come from them. I have the receipt. guy refused. WORST PLACE EVER. nasty attitudes. Just kept saying no. Ive never been denied business, great business model hahah. read more

Wonderful experience from start to finish. Not sure what these poor reviews are about. Great knowledgeable staff, purchased a pellet stove insert, terrific installation with kind workers. We attended the classes and received the free vacuum and learned so much. Very happy customers!! read more

Dean's Stove & Spa - Ravelli Roma Pellet Insert - Hot Tub & Pool Near Me - Plantsville, Connecticut

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Stay away from this place! Do not believe the rating on their site. Check the BBB! They have zero starts there because of their zero customer service. It's been that way for 20 years. I bought a chimney there, they told me the straight sections were three feet long and I needed 12 feet so I bought four sections. When I got home I found they were four feet long so I went to return the extra section, but they refused to give me my money back. Told me "We can only give a store credit " 20 YEARS LATER I found the chimney has a rotted section, I called the company and they told me "the part is warranted for life " but Deans will not honor the warranty. They gave us the runaround for weeks. I sent pictures but they claim they needed to do an inspection. Nothing but attitude ! read more

We were in the market for a wood burning insert for our fireplace and had visited a few different retailers to look at options. We met with Chris Scalia at Dean's Stove and he provided us a great explanation of what is available. While we knew what our ultimate goal was, we weren't quite sure which product was right for us. Chris was very knowledgeable and helped us select the Lopi NexGen-Fyre model. While we opted to have our own rep handle installation, the delivery team was very friendly and accommodating. It's been wonderful and we have already saved so much, with less wood burn and oil savings for heat! Bring on the New England winter!! read more

I think giving this place 2 stars is giving it to much. My wife and I went in on Thursday this past week and had a salesperson named Damien. He wanted to know what we were looking for. Once I told him he was very nice. We were looking to buy a gas insert which was about $6,000 then we were going to buy custom doors for of other fire place. When we walked in today. We waited 25 minutes. He was with a customer. Then he was happy to see us at first then we told him today we wanted to buy the doors not the gas insert today. (Little did he know we were coming back next week for that we hadn't picked one yet) so he then sent us to someone else cause he didn't want to "deal" with us as customers since we were gonna spend $2,500 instead of almost $8,000. Awful customer service here. So we aren't buying anything from here and will Never recommend this place to anyone. read more

I bought a stove with Deans and wouldn't recommend anyone do the same. This company has zero customer service. While I was in the store I was sold over and over again with how great their service was, but after months of trying to schedule service I'm throwing in the towel. It's brutal. You can find the same stoves online and hire a local company to instal. You will save hundreds of dollars most likely. read more

Customer Service That Leaves You Feeling Like a Burden Every time I've had to call Deans Stove & Spa for service or assistance, I'm left with the impression that I've somehow inconvenienced them. The tone and attitude on the other end of the line make me feel as though they are doing me a huge favor by even taking my call. This is not the kind of customer service experience one expects when investing in a product or service. The person who answers the phone rarely provides immediate assistance. Instead, I get the sense that my request will be "evaluated" and that they may or may not get back to me based on their own convenience. As a customer, this leaves me feeling powerless and unsure if my issues will be addressed. I am writing this review in the hopes that Deans is able to figure out a better way of scheduling service request as the phone call method needs alot to be desired. With that said Deans is very good at what they do and are probably the best outfit in the area... read more

Purchased a Hargrove gas log set from Dean's Have had nothing but problems with it since we bought it. This will be our third season with it and once again it does not work. We have had two previous service calls (year one and year two) Called for service again, learned that we would now need to pay $287 for the service call, plus parts and labor if needed and of course tax. This is a substantial increase in service fee from our past two service fee charges. We are not willing to spend over $500 to continue to repair or service a log set that has been lit approximately 30 times since we purchased it. Each time we have called for service, the person answering the phone in the service department has been less than concerned about the trouble we have had with this log set. We did contact the person that installed the log set for us, he is an outside contractor recommended by Dean's with our most recent problem. We learned that he has received multiple calls from others that have purchased the same brand, that have also experienced nothing but trouble. Dean's does not stand behind the products that they sell. Will never purchase another item from Dean's read more

Dean's had the best price and had it in stock. Delivery was seamless as well. Recommend! read more

Dean's Stove & Spa - Hearthstone Clydesdale - Hot Tub & Pool Near Me - Plantsville, Connecticut

Purchased a Lopi propane stove 2 months in advance for a new build. At pick up, the prepaid add ons were the wrong size (two 2 foot exhaust vs one 4 footJ. Then 2 months after using stove the blower went. Was forced to incur a $130 service charge to prove the blower went at my expense. After doing so, trying to get a return call from Marilyn (their only warranty employee) was impossible. After a conversation and commitment she would order and replace the warrantied part, it never occurred. The only way to get the warrantied part was to insist on speaking to the owner. I had to go pick it up or pay UPS shipping fees if I wanted it. Pray you never need service or warranty work from this place... read more

Worst Customer Service I have ever experienced. I have been lied to over and over again. Please save yourself a trip here and get your Fireplace from another distributor! If I can save just one person from making this mistake..... Awful awful experience. I am a small business owner in CT and it is so important to be honest and up front with the customers. read more

They advertise as an authorized dealer for Caldera Spas but refuse to service a spa that was not purchased from them,....not good customer service. They would rather turn away a customer who is currently purchasing supplies from them and who has purchased a woodstove from them, just because we purchased a spa in 2013 before they became a Caldera dealer. Poor customer service and lost money for service calls and supplies. Good bye Dean's stove. I told Samantha I pressed #2 for service, not #1 for sales as they are trying to claim. All they have to do is check the schedule for 5/18/23 to see who was working in service, that's the person I spoke with. I was in a bind and needed help ASAP and didn't get it at Dean's. When I called Sunwright Spas in East Hartford they took the time to check their stock for the pump, called their service tech to let me know what else I might check for other problems, and called me back to provide all of the information I needed. That's customer service. read more

The woman who is or was the service coordinator answering the phone was rude - does the even know the meaning of customer service? - that said, this is a tough seasonal business and while it can take a month to get them out, the service tech was very good and experienced - they also have a great stock of pellets that are reasonably priced ; finally, the pellet stoves are very very expensive - i don't know it that is the way it is at all these places read more

Back in 2014, (and I realize that seems a bit outdated, because personnel and management and so forth, can change).... we visited deans and picked out a standalone woodstove. We set up a date for them to come out and install it and they came out on that date and did the install. They did a fine job. Fast forward to 2016 and I'm living in a new home and the decision was made to buy a woodstove from deans. This particular model although similar in some construction respects, doesn't stand in the middle of the room but rather is recessed partly inside the existing fireplace. Therefore because of that type of set up it has a blower on the bottom. The unit works well, although I miss a standalone stove, because the radiant heat is more efficient and aggressive and no blower is needed to assist the heat flow. Anyway, with regard to deans itself, the 2014 install was done on time and done well. The 2016 install was done on time and done well but I'm having a problem now with service. They don't seem to follow up as efficiently as I would've liked and here I am on the morning of the day that they're supposed to be coming out to do a cleaning and I still haven't heard from them confirming that they are in fact coming and approximately what time of day they're going to arrive. That means that I'm pretty much forced to blow off the day. It's a good thing that I'm retired and not losing money for the day that I'm taking, but I don't like the idea of having to blow off my whole day because I haven't heard from somebody. You can go to any one of their locations and see a lot of really neat stoves, and as long as you plan sufficiently far ahead, you'll probably get it done when you're supposed to, but watch out for a little things like those floor plates that are supposed to protect your house... The one that we initially bought in 2014 was warped and had to be replaced before it was ever final installed. Also be aware that later on you may discover that you cannot get service to respond to you as quickly and as efficiently as perhaps they should read more

Total lack of accurate communication from start to finish!! Minimal dates for scheduling available for installation of gas fireplace and start up visit! Miss information given about many scheduling details. Totally unhelpful!! Still waiting weeks later for appointment to finish this project!! No one seems to care when we call to discuss any issues ! We would never use them again !! read more

Just wanted to give credit where credit is due. Zack P the salesman at Dean's was an absolute delight to work with. He had an enthusiasm and attitude that is to be applauded today. He was knowledgeable and not pushy. All we can do as consumers is hear the recommendations and trust that they are going to align with our needs. He spent lots of time showing and sharing his passion for the wood burning consumer. After a lot of research and questions, I ended up buying a Lopi nexgen and couldn't be happier with the communication and service. I'm looking forward to firing this thing up in the winter and keeping our home nice and toasty. Their product is one of the best out there; however the service from Zack was equally as good. Definitely worth stopping in the showroom and you won't be disappointed! Thanks again buddy and blessings! -Anthony Donofrio read more

BEWARE....THEY WILL KEEP YOUR MONEY ...EVEN IF IT'S THEIR MISTAKE. TOO BAD FOR YOU . UNLIKE REPUTABLE BUSINESSES THAT WILL GIVE YOU YOUR MONEY BACK FOR THEIR MISTAKE. ALSOoooo..... The "manager" , we never really did find out who he was, is arrogant and belittling. They have a NO REFUNDS, STORE CREDIT ONLY sign, however when it's their mistake......that's just bad business. Makes me wonder if the same bad business practice applies to all the "service contracts" and attention promised to you after you spend thousands there. Too bad, they have your money. Oh well, thankfully we only lost $75 and will never be back with the $5000.00 we were contemplating spending there. Your loss Dean. read more

This was the absolute worst buying experience I have ever had. I've done business with Dean's Stove and Spa for several year and purchased two wood stoves and a pellet stove. I'm disgusted. First, they didn't call the numbers we gave them to let us know the stove was ready. They called a phone number from15 years ago and left a message saying the date of delivery. So, on the day they showed up with us having no notice and no way to cool down the stove, so they said they would come back in between 11 and 1. At 3:30 they showed up. They brought the new stove in , took out the old stove....and then told us that a part was missing and they didn't know when it would be in. (Heat shield so we could heat our long house of 70 feet.). I called the store furious that they brought a stove that wasn't complete. At that time she said the part was in, but they wouldn't be able to get it out to me, so I should come by and get it. (Mind you there was a 350$ delivery fee.). I asked them why they would deliver an incomplete product. They were like, oh it will still work, you just can't use the blower (my entire reason for getting the stove was because it had one.). I let them know how poor their service was, they just didn't care. They did offer 50$ off the delivery at this point, but driving more than an hour wasn't worth it. The So, I picked up the part (40 minutes away each way) then the next day my husband found out that the stove hasn't been put together correctly and had many incorrectly installed pieces. Although we didn't order installation we were told the product would be all put together, It's not. Not even close, I'm not even sure it works as the air control isn't working. It shouldn't be this bad. We shouldn't have to assemble this!!! (We do know how to connect the pipes, which was all we were told we would need to connect.) read more

Very knowledgeable staff with good service. We've been deans customers for over 20yrs.

Just because a company tells you up front that they are going to screw you doesn't make it any less painful. Dean's stove is that company. Buyer beware! I can understand $75 up front to confirm an appointment. Dean's stove charges $279 just to come out even if they don't do anything. Unfortunately that was the case for me. There was a small amount of corrosion On the battery contact of the remote control. The technician scraped It with his utility knife for 10 seconds problem solved. All Dean's cares about is making money. I went on YouTube first to try and solve the problem and there wasn't anything helpful. Dean's has been in the business for a long time. If the customer tells you, they put brand new batteries in the remote and it still won't turn on Deans should immediately ask the customer if they left the batteries in over the summer and if so, did you try scraping the battery terminals? That would save everyone a lot of money and time. Of course they don't want to do that. They just want to screw you. The Technician also told me that they don't even service the stoves anymore for maintenance. They are so busy. So when I bought my stove, they wanted to come out once a year for maintenance which turns out it was unnecessary. Now they only come out to fix the stoves when there is a problem, so wouldn't you want to fix as many of the easy problems as you could over the phone? Your stretched thin with technicians but like they say can't fix stupid. That goes for me as well as well because I was stupid to do business with them. I already knew from a previous encounter they don't really care about their customers they only care about making money. I almost was going to call them and give them an opportunity to make this right but they're pretty snooty on the phone and always in a hurry so I'll be finding someplace else to do business. read more

Fantastic staff and service. this is our 2nd time purchasing a woodstove from this company and they have always been knowledgeable and helpful. Large variety of stoves- Hearthstone are gorgeous! read more

We used Deans years ago and loved them (they made our used stove look brand new and run perfectly!). We brought a stove to them this morning and could not have had a more disappointing interaction with the lady. We are looking to PAY for a service and even be put on a wait list. She said they don't service stoves brought to them now did they ever (weird, they did five years ago for us for $300). She made my husband feel like he was not valued at all ("other customers come first, ones who actually purchased their stoves from us".). My husband agreed and asked to be put on a service list. She said call next week. What a disappointing interaction with a company we previously loved! Also added, we traveled 40 min each way to get to a place that used to do the service that the lady said they never did. Waste. Of. Time. Wouldn't have been as bad if the lady tried to be helpful, or even pleasant, at all. read more

Their Service is terrible! Here's how my Service Played out this week: - Setup appointment for service on my Wood Stove two months ago. I was told they would call the day before with a window of time. - Did not receive a call the day before - On day of service I called to ask what time to expect them and was told between 1 and 3pm. - At 5pm (after no call or communication), I called and ask if anyone was coming. They said they would find out and call me back - THEY DID NOT! - They must have asked me 5 times during the process what my phone # was even though I had called months earlier to setup an appointment. Something to think about if you are planning on buying a Stove or other item - Service is importan read more

We had a great experience with Dean's Stove & Spa for the purchase of our natural gas fireplace insert in the Fall of 2022. Chris was a helpful and knowledgeable salesman and the overall process from our initial ordering to installation was very smooth. We did research several area fireplace retailers and felt that Dean's prices were comparable if not better than the competition. read more

Dean's Stove & Spa is one stop shop for the highest quality wood and pellet stoves, fireplace surrounds, hot tubs and Pizza ovens too! My wife and I were looking for pellet stove for our three season room. We wound up selecting a Ravelli, which puts out an amazing amount of heat, super efficient and mesmerizing to watch. It transformed our three-season room into our winter sanctuary. We were also pleasantly surprised they carry Clearwater Spas...and went home with a replacement and a Clementi pizza oven. To note, if the store is busy, be patient or come back when your salesperson can work with you one on one. Keep in mind the products are of the highest quality and are not easy to come by if not in stock, like our Spa. We had a bit of a wait, (3 months), but we are so happy with our selection. It's been almost two years and we love our investments in our home and health! Chris even remembered me by name when I stopped in for an accessory for the Pizza oven this week. We'll be back...saving up for new fireplace doors! read more

Firstly I was charged for a second installation because they didn't have all the parts necessary to do the correct installation, which I provided the dimensions of my fireplace the day after we purchased the pellet stove, when I questioned the sales woman about why I'm being charged twice she said the parts weren't available at the time of installation which I asked how long do they take to come in, she told me a few weeks, well I purchased the stove November 17th 2022 and the installation was January 24th 2023, which I think is longer than a few weeks. So then I asked why hasn't the building inspector called me, she said it takes time and maybe he's busy and I asked her if they had pulled the permit and she assured me they did, well I went to town home and no permit was ever pulled for my stove and they had already charged me $200 read more

I have purchased 2 pellet stoves in the last 15 years from them. they installed both of them. they have "no record of your equipment" . Had to purchase parts for the flu pipe because they are the only user of that brand (non compatable to any other brand). Didn't work. no refunds allowed exept as store credit. Very rude and unconcerned part dept. 4 experiances with them. I will never do buisness with them again. STAY AWAY, THEY ARE HORRIBLE. SPENT OVER 9000.OO WITH THEM AND THEY COULD'NT GIVE A SH..T I WOULD GIVE A NEGATIVE 10 IF POSSIBLE . read more

We are very happy with our pellet stove. Installation was quick, they explained to us everything we needed to know, and they were knowledgeable. We also had the pellet serviced for cleaning and it was a great experience. We had pellet delivery for the 1st time this year, we didn't use the pellets yet, but the delivery was on time, and they put it in the garage for me where I wanted to. read more

Terrible, terrible experience. Bought wood stove in September with a stone hearth pad and pedestal. Was told it would be installed in October. It is now January and wood stove is sitting in my living room uninstalled with no installation date set. There have been so many mistakes since initial purchase 1) Found out right before 1st installation date that hearth pad was never ordered 2) Second installation date was scheduled for Dec and then rescheduled since hearth pad wasn't in yet 3) Came late December for 3rd installation, said didn't have proper equipment to install 4) Came mid January for 4th installation, only to say that still didn't have proper equipment and I had to point out that wrong hearth pad was assigned. After repeated calls, found out the hearth pad wasn't even shipped from the manufacturer yet. Each point along this journey, I had to constantly hound and call them to respond to questions and find answers. I have lost countless hours on the phone and waiting at home for an installation that has yet to happen. Do yourself a favor and find another supplier! read more

Just looking through the reviews it says a great deal about this company. There's a feeling of no really not giving a crap. We bought a pellet stove from them for over $5000 with installation. The installers came out and spent about 15 minutes after installation explaining a stove then left. Some horrific instructions were left on behalf of the company and for the last month we have had to try to work our way through. I cannot imagine there's any company out there that gets $5000 and does not even do a follow up customer service call. Again looking at the reviews it's my feeling that these people take their customer base very much for granted . They're obviously making good money there but taking it for granted that the money is going to keep flowing in read more

The install of our APG lopi pellet stove insert was great. The two installers were very professional,answered all of our questions and cleaned up after themselves. Unfortunately, we had a rough start when purchasing our stove. The saleswoman asked for certain measurements which we provided ,then requested additional measurements which we weren't able to provide as there was an existing stove making measurements impossible. She also called our home phone when we specifically asked for her to call our cell phone and additionally told us there was an immediate rebate once the stove was installed. Not true as its a tax credit. I felt the process had gone poorly within a half hour of leaving the store and sent an email to her. She did call and did a lot of backpedaling. We love our new pellet stove insert and again the installers were great . In the future if we need anything from Dean's I won't be dealing with this saleswoman. read more

Just let Dean's. Who trains there employees? I stood around looking at wood stoves and no one approached and asked me if I needed help. I approached a woman and asked for help. She was speaking to another employee. After a few minutes another woman, behind the counter ask if I needed help, I point to the other woman and stated she said she would help. They spoke back and forth for a minute and the new woman was going to help me. She asked how can I help you? I said I have some questions about wood stoves can you come from behind the counter so we can speak about them. She said, Can I get your info? I thought we are now where near getting info. She needs to answer my question and explain why I should but one of these stoves. I look at her dumbfounded. I then left. Dean had better customer service when he was across the street selling coal stoves. nuff said. Not going back. read more

WARNING to all interested in purchasing a fireplace from this company. Their customer service is horrible. We purchased a fireplace from them for over $10,000 in July of 2022 and still do not have the installation complete. It is now December. There have been 2 different installers that have come out but have not completed the job and then have quit the company. They are so unorganized and when I call for help, they put me on hold and never pick up. I am so frustrated and hope no one else ever has to go through this. read more