I bought a propane fireplace/stove here a couple years ago and the sale and installation were pretty good. Recently I called to schedule a service appointment because the stove won't stay lit. I think it is a thermopile or thermocouple? In any case I figured I'd have these guys check it out and do a "service" on it since it hasn't been serviced since I bought it. I called and pressed 2 for service. The person who answered for the service department gave me the phone number of "a guy they use". Well the guy is on vacation until the end of the month?! So I call back and they give me another number. I call that number and get voicemail. A week later I get a voicemail back saying sorry it took so long to get back and that he will be in my area in a couple of weeks if I want to call back. I called back and surprise, surprise, no answer. Still waiting on a call back. If you are going to advertise "Sales and Service" you have to provide service, not leave your customers out in the cold! (or in this case inside in the cold). read more

Honest, polite, and best of all they were on time!! Sadly one of my stoves from 1830 is too old to save lol read more

So these guys don't want to know your name after the sell Love the stove Great guys at the install No customer service after the sell read more

I have to start off by saying, I love my wood stove & I don't normally write reviews but in the 18 months I have had three incidents with terrible customer service when dealing with Tim the owner of White Mountain Stove Shop. The most recent is due to serious damage done to my roof because of an improper installation of snow splitters. I worked in customer service for almost 20 years managing multiple teams and let me tell you... It is super easy when everything goes as planned and customers are happy. It is when things go wrong ,and the way you handle the situation is what makes a business reputable and makes clients happy. As you can see this store DOES get good reviews... But it is the negative reviews that are responded to with simple language that pushes the blame back to the customer & washes their hands of the situation that is very telling. Even with minor issues, each time Tim did not want to hear me out- only push all the blame back on me, or tell me that simply don't know what I am talking about or say it is due to my house. On September 1st 2021 we had a new Hearth Stone Manchester wood stove installed along with a new stove pipe, chimney and two new snow splitters or diverters at a total cost of $7,020.00. This setup was going to replace the old wood stove, chimney and single snow diverter that came with the home the we purchased it. Issue 1. The night after the install we had a rain storm and it sounded like water was pouring into the roof, REALLY LOUD. When I called Tim said that it was my house and that is just how it sounds with metal roofs. When I explained that the old stove was completely silent he said it was installed wrong and the new one was really solid and would be louder. After emailing the salesman that helped us we when we purchased the setup he did send someone out to look that the situation. He added a piece of flashing and a little more insulation and it is a little quieter, but still louder than the old stove. I currently have bricks on the pan that they installed to dampen the sound. Issue 2. Towards the end of October started having small amounts of water drip down from the hole in the ceiling where the stove pipe goes through when it rained. My wife called and unfortunately got Tim on the phone again. Tim kindly mansplained to her that it was again .... Because we have a metal roof and that it is condensation in our crawl space when we burn the wood- NOT A LEAK. My wife tried to push back and say it only happens when it rains... Tim mansplained harder that these things happen with our kind of unconventional home. It was only after I climbed into our crawlspace while it was raining and took video of it coming through the roof and dripping down through the hole and sent them in, was a technician sent out. He found that the holes from the old snow splitter were not sealed properly. He sealed them and the problem was fixed. Issue 3. The last time I reached out was March 10th because there was serious damage done to my roof because the two snow splitters that they installed ripped off and tore holes in my sheet metal roof. The splitters were only attached with THREE screws each even though there are EIGHT tabs on each of the the splitters. Furthermore the THREE screws were attached to the ridges of the sheet metal and not directly to the sheetmetal where it lays flush to the sheathing. This causes there to be a 1 inch gap between the sheathing and where the splitter and the sheet metal were attached. Under the weight of the snow the screws bent at the sheathing level tearing holes in the ridges and then snapped off the screw heads. The single snow splitter that they removed lasted the entire life of the home and had EIGHT Screws in it that were attached directly to the sheet metal and sheathing. Tim's response: -Your roof isn't built right and has not sheathing. He literally claimed that I have a sheetmetal roof with nothing under to hold the splitters down. **In Reality- It absolutely has sheathing/substrate or it wouldn't support ANY snow or his crew when they installed it **. -That I was not managing my snow properly and I should have been removing the snow in front of the splitters. Which makes them kinda useless... "Splitters can't handle "6 ft of snow!" **In Reality We had nowhere near 6 ft of snow on the roof** -That the splitters were installed to manufactures specifications. ***In Reality I reached out to Duravent, the specs say to use all eight tabs read more

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The guys at White Mountain Stove Shop went above and beyond on an installation of a stove today. It was definitely not your standard install, and they roughed it out and met the challenge. The house is off grid and off the beaten path so getting a stove in before winter was important. I was not optimistic that the installation would happen, but they pulled it off. Thanks so much Silas and team! Tim and the rest of the staff at the company that I talked to were also great. I recommend White Mountain Stove Shop for a wood stove install. read more

I couldn't recommend this business more highly. They installed a gas fireplace for us a did a great job. They helped us choose the right unit, showed up right on schedule, and were quick and clean. They have been super responsive to questions and for service since. If I don't outlive this insert, I'll call them again. read more

Just had a new wood burning stove installed today. Tim was AWESOME to work with. He gave great advice to find the best stove for us and also how to adjust the hearth for safety. Silas and Owen did an AMAZING job with install. It looks great and they took care carrying it (500+ pounds) up a flight of stairs and installing it over a new hearth. I highly recommend the White Mountain Stove Shop to anyone looking to update or install a wood burning stove. read more

BE VERY CAREFUL ABOUT PURCHASING ANYTHING FROM THIS STORE ESPECIALLY IF YOU ARE A FEMALE. I had purchased a gas insert for my fireplace and it was paid in full. I was told by a sales rep several months before that there was a "lock" on the insert. I stopped by white mnt. stove to give them my address requesting an appt. to have them"unlock" the insert so the gas co. could finish their part of the project. I held off having the gas co.come explaining the insert had to be "unlocked" prior to their arrival. The person that was installing the gas line told me he had never heard of this having to be done before. I was told by the white mnt. stove sales rep there was never a "lock" on the insert and they just wanted to get paid in full which I had done months before this. I was so embarrassed that I had been lied to. I've lived in the valley for many years and took them at their word. I never doubted them for a minute, I had no reason.The only thing I can think of is it must be because I'm a female. Can you just imagine an elderly grandmother, wife, sister or daughter having this happen to them? read more

I can't begin to say how pleased I am with Tim and his staff. When I first placed my order I explained that I'm new to the area and didn't have an electrician. No problem said Tim, I'll take care of it..and he did. Aaron & Silas showed up on time and meticulously cleaned the fireplace including the unburnt wood from the night before. They were careful not to make any mess placing drop cloths down and moving the TV so it wouldn't get damaged. The install was quick and they took the time to explain how to use the product (Quadra Fire Mt. Vernon Pellet Insert). It works incredibly..I have a 1000 sq. poorly insulated cottage and we hit 80 degrees inside while it was 17 degrees outside. But most important was when I got home from dinner and the flame was out ( I ran out of pellets) I could not get it started again. It was 8:30 pm on Friday night and I called the cell # on the business card...It was Tim's (the owner). He was so helpful and patient as he spent the next 24 minutes on the phone (after hours on a weekend) he walked me thru the start up process and got us up and running again. Tim and his staff at White Mountain Stove are the reason why shopping the local family owned business is always better than saving a buck or two at the big box store. Thanks again...you guys were great! read more