We bought a Harman pellet stove from them about 10 years ago, and the guy was rude then even during the sales process. Continually have had rude customer service on the phone and in person. Somehow, they always seem an annoyed to have customers. Schedule stove cleanings that they don't show up for. Lost my check in the mail more than once and then told me I didn't send one. They're the only show in town and that's the only reason they have the business they do. People are starting to travel elsewhere and I see why. read more

I purchased a pellet grill from Upper Valley Stove Company during the COVID-19 lockdown. During both the sales & post sales experiences I was treated fairly and with respect. Contactless pickup was effortless. read more

UVSC salesperson made sale specifically based on Bio-Diversity ENVI wood heating blocks being "woodchips", unlike competitors "sawdust" composition. Purchase date 10/24/2019; for Bio-Diversity ENVI wood blocks; 1 pallet/large 3 pk.; Rep is Nicole; Check for $325.00. Salesperson made sale specifically based on Bio-Diversity ENVI wood heating blocks being "woodchips", unlike competitors composed of packed "sawdust". At length Nicole spoke of other brands not being as good due to this difference. I stress to you, this made the sale, I would not have bought them otherwise. Nicole said I could take 1/2 of the pallet now (50) and get the remaining (55) later. These 50 were uniform in woodchip composition, lite, and burnt well. Problem Date 11/14/2019 I picked up the remaining 55 at nightfall in their lot. Very limited visibility. The next day after they were already stacked in my home side by side with the first batch, I first noticed a difference in color, but on closer observation that they were actually 2 different compositions, woodchips v/ sawdust. I am very displeased over what I take as a bait/switch, even if done unintentionally, it is not what I was sold and paid for. Think of how you would feel if 1/2 of my check bounced when you took it to the bank and you instead received $20.00 bills with Mickey Mouse's portrait on them. I did/do not have any faith in UVSC since they were responsible for the bait/switch. Having personally worked in the field of quality control and production audits, I therefore took my concerns on November 19th, directly to the manufacturer "Bio-Diversity" as they were listed on the package. I patiently waited, and waited, and waited. I checked their website where the post was made per their contact instructions and it kept saying "awaiting moderation". I also made a few calls and heard back from Eric on December 4th. However, though I would have preferred not to, during this wait and due to the early cold weather, I was burning the blocks since I had to heat my home. I noticed a difference between the two types, the sawdust ones smolder more and heat less. I had taken several pictures of these Bio-Diversity ENVI Wood Blocks and provided them to Eric who concurred after review that they did undergo a production change during this period (note Shawn at UVSC denies this). Eric shot me over to Shawn at UVSC for resolution. Shawn was hostile and insulting to me on the phone, and contradicted the sales pitch and the information I had from Eric. Yes, he will refund me for the remainder of the blocks I return but not for what I was forced to burn since they took so long getting back to me. In addition, I have to also eat the cost for UVSC bait/switch sales policy and reload my truck to take them back. My time is money and fuel is money, not to mention the fact I have to go out and find other heating sources. 16069280 is the full Better Business Complaint record. WARNING: UVSC and Bio-Diversity are playing a bait and switch game with non-performing products. read more

More of a customer service review, I went to this company today to inquire about parts for a pellet stove that I'd purchased. I explained that my husband had asked me to come and ask about the parts, to which the older gentleman behind the counter replied "HAH, not the first time I've heard that one". Nevertheless, I persisted and continued to ask for guidance about parts. This man continued to belittle me for asking questions, and then threw an instruction manual on the counter that was written in French, and said "maybe this will help." He then proceeded to laugh at me when I explained what type of pellet stove we'd purchased, and said very sarcastically "good luck with that". He finally said that I should just google my questions. Obviously, I won't be back to this store for purchase any parts. Not only was I offended by the lack of customer service, I felt very clearly that I was belittled because I was a woman asking questions. read more

They are a first class company. I purchased two Harmons and was very happy with the purchase and service afterward.

This company provides terrible customer service - if you can even call it that. They do not support their products. From reading other people's comments, they are good at installing your heating system and after that you are on your own. Our pellet stove boiler worked great the first season after moving into our house, but now is having some issues. I spoke with the owner, Sean, and he was dismissive and laughed at me when I suggested using a different company for help. He wouldn't even send anyone out to help me to figure out what the issue is. I guess if you are some sort of stove expert and know that you will never need any help with maintenance then UVSC is great, but otherwise good luck using this company! read more

I've been using this company for a few years now because they're the only one in the area but I'm done! I've had to do so much work on my pellet stove on my own that I'm confident I can do a better job than these guys. They very rarely will return phone calls. Took me 3 years of being on waiting lists to finally get them out to do a cleaning and when they did they didn't secure the surround on one of the fans causing an air leak and I stupidly assumed they could do a basic cleaning and so after 2 different part replacements and nearly having someone else come from over an hour a way I finally found what they had done. I liked that I could get my pellets and service from the same place but there are plenty of places to get pellets and I'll just be doing my own service work from now on. Yeah you can by products from their showroom and I'm sure they'll be fine initially but I would recommend going a bit out of your way and purchasing from elsewhere. read more

Just had the most horrible experience with Upper Valley Stove Company and want to warn the masses...I dont typically complain online but it was such a threatening experience I want to warn as many people as I can. One of the worst businesses I've ever dealt with. Called to speak with a manager and got the owner shawn who I tried to talk to about the runaround they gave us, ordering the wrong parts, broken parts, and overcharging us for quoted prices.. he interrupted, screamed and hollered, horrific, terrifying customer service. When I asked him to stop or asked if we could just return anything he Threatened me and hung up on me while I was in tears just trying to have a professional conversation. This is after we spent almost $1000 over the last two weeks. Also stated he wouldn't let us return anything now. How such a rude, condescending, unprofessional man like Shawn can stay in business, I dont know. We will never go back there and I actively work to warn people about their deceptive and inappropriate behavior and business practices. Horrifying, still shaking from the conversation avoid at all costs!!! read more

I love this company, bought a Harmon Stove 18 years ago, Have had minimal trouble. All repairs have been quick and no problems. I buy my pellets from them as they have a quality product. Have know Shawn for 18 years, great guy and always looking out for the customer. read more

I recently purchased regency p36e. As to date still working on installation. I thought this company was of professional grade. Wrong. They forgot to order a required part, ordered another part incorrectly and to top this off you are supposed to be able to install the receiver within 10' of fireplace. Not so the wire is only 6'6" and no extension available. In order to get the 3' more I need splicing is required at my expense. Then no sorry for your troubles just attitude read more