Customer Comments

Oregon Stoves and Spas prides itself on providing top customer support when you purchase a stove or spa from us. We don’t just want to MEET your expectations, we want to EXCEED them!

See what our customers are saying:

“Hi, Andy!

Linda Durrell in Vancouver, WA here.  You and I spoke on the phone last week regarding our Whitfield Optima 3 Insert.  I had thought at the time our control board was in need of replacement, but you instructed me to remove and clean the photo electric eye and check voltages on the board.  Since I am 71 years old, I think I should be excused from such adventures I called my grandson to come help.  Yesterday, we removed the eye and cleaned it as per your instructions.  You were right!  It was filthy and it was difficult to remove the soot and dirt from the filter lens.  The eye itself was in good condition, but cleaned it anyway.  The second part of your instructions, to unplug and components from the control board was done when we removed the flange from around the stove to access the eye, and when everything was put back together and the stove fired up, it seemed to run fine.  My grandson suggested that besides the eye being dirty and at fault, the thermostat was also in question….sending erroroneous messages to the stove.  As I told you, it is a Honeywell….very simple thing, not digital.  My grandson disconnected it and we are operating the stove manually,running it by pushing the power button on the control board ONand OFF.  We will purchase a new thermostat, digital, and install it in a few days.We have heat now and will run the electric heat only during the night to keep things from becoming too cold until we get a new thermostat.  I want to thank you for helping me and walking me through the procedures.  I have decided to never call another pellet stove guy, except for you…..because they just don’t know what they are doing.  It seems strange that people could be in the business of cleaning and servicing pellet stoves when they don’t even know enough to clean the photo electric eye or do other things listed in the manual as preventive maintenance.  We could have spent well over $1,000 trying to find out what our problem was (new combustion fan, new control board, etc), when it appears thata thermostat and dirty eye were the actual problems and none of the service people were knowledgeable enough to realize this.  This sort of thing has been going on for 8 years now.Again, thank you for your help!  Have a very Merry Christmas and if I talk to you again, I will know I am in the right hands

Linda Durrell
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“I ordered a part for my Lopi and when I talked to Andy he told me my issue may not be what I thought it was. He suggested that I try a more thourough cleaning, which I did and it took care of the problem! I called to cancel my $60 order as a result and talked to Bonnie who made some quick calls to their distributor and was able to cancel the shipment. This company made NO money as a result of the advice they gave me. Amazing!! This was the 2nd time I did business with Stoves and Spas and I’ll be back! They really do care about the customer. Highly recommended!”

Jeffrey Johnson
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“I was very happy to have dealt with your company. Fantastic customer service, price, and shipping. I wish we had WOW factor companies like yours, in Canada.”

Robert Kenig
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“I was having problems with my Whitfield pellet stove. I tried everything in the book to make it run again. So I went to Google and started to look for a web site that sold parts for my stove, I came upon Stoveandspas.com. I ordered a control panel for $289.00. Just for the heck of it I registered and went to forums on their page. I posted a question and thought, yeah as if I’m going to get an answer…. One minute later I get an email from Andy saying to call him. I called and told him what was going on. The next thing I hear is Andy telling me what could be the problem. He told me to check two things and to call him back. I did what he said and the stove works like a charm!! Called him back and he canceled my order which was unrefundable. Saving me $289.00. And no charge for the advice!!! If I need parts for my stoves I will definitely be ordering from Stoves and Spas. Again Thank You Very Much Andy.”

Herman Cyr
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“Just starting our second season here with a Vista Flame 100 insert we bought from Andy.  We installed in a 1400 square foot house and haven’t used our old electric heat once since we put the stove in.  Reliable, quiet, and warm… not to mention it’s about $150/month cheaper to heat with pellets.”

Scott Kinney
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“Andy, I just wanted to let you know that the pellet stove I bought from you is working awesome! it came in the time frame you said and with everything I needed to install it my self. I wish there were more company’s like yours around.I will highly recommend you to anybody that is looking for a stove”Thanks Again!!

John Murray
Massachusetts

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“Melissa, I want to thank you for the GREAT service I received when I purchased my Vista Flame Pellet Stove I know I had a lot of questions when I called and you took the time to help me. I shopped locally and on line and found you that you really know your stuff about stoves. I lit my stove last night night and it worked fantastic just as you promised. I had a friend over and when I told him what kind of service I received he was amazed. I am a HAPPY customer, Thank You.”

Jon Wright
New York

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“I want to thank you and the Ladies at Oregon Stoves and Spas for two things, first off you took the time to reply to my question (right away I might add) and second you took the time to give me a list of things to try to solve my issue. The first thing I looked at after browsing the manual was the photo eye, however I overlooked the filter, after basically going thru the entire stove cleaning and putting back together without success I sat down and reread your email, I took the filter out cleaned it and the stoves works as new.Thanks much!!We are thinking of adding an insert stove for next winter in the upper part of our home and we will definitely call you folks first.”

Dave Rausch
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“Once again we are so glad we chose your company to do business with. Your expertise, professionalism and dedication to your customer service is to be commended. Please feel free to post this card in a conspicuous location so that anyone trying to decide whether to buy from you will know–the Answer is ..YES!

Chuck and Carol Greenfield
Condon, Oregon
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“You guys have got to have the BEST customer service of any company I have ever dealt with. Thank You Soooo Much!

Carl & Jill Amstad
Boring, Or

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“Thank you Andy,

I have learned more in your two emails than I have in years of asking questions of the guy who serviced the stoves. I’ve run my computer store for ten years and I pass on my knowledge pretty freely believing at some point most will need me and parts eventually. There are a few I would like to pummel, but most are pretty good people just trying to save a few bucks and do it themselves. It is a hard choice sometimes as most do not understand the money invested in the shop, inventory and school to keep up with technology. Oh well, again thanks for the help as I do appreciate the time. I have never had problems with the Whitfield and both stoves get cleaned, vacuumed and the motors oiled twice a year by me. The Quadrafire is a bit harder to clean as it is hard to vacuum without pulling up the insulation. I wonder who engineered how that thing comes apart. Holy moly! :-) I hope I will get it running right again. Thanks again!”

Best regards,

Dennis

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“The service is awesome and thank you for going the extra mile to make sure I ordered the right parts. I just cannot say enough good things.  Andy took a lot of extra time in getting my stove up and going great.  The best customer service around.  Thank you again.”

Ty Schurman

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“Hi Andy, I just wanted to take this moment to say thank you. I received a response from Lennox and the rebate was already in the mail (I have since received it). I also wanted to comment on how pleased I am with my overall experience with my pellet stove purchase with Oregon Stoves & Spas. You and your staff are courteous, responsive and provide excellent customer service. That means a lot to me. Thank you.”

Kathleen O’Connor

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“I mentioned to my husband that when we’re in the market for stoves accessories or even a spa that we will definitely go to your web site first.  I always said that I would keep business locally if possible.  I’ve since changed my view.  I am very grateful that you have taken the time to be of so much help. It feels good to have answers for something that in the beginning was a very stressful situation.”

Sincerely,

Annie Keltner

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“Andy, I just wanted to let you know how helpful Melissa has been w/ us. She has came thru on all of our requests with a smile. :)

I also work in customer service and I know how us customers can be. Melissa has been friendly, kind and she did what she said. You do not find that too often in companies today. I will give your name to anybody for a pellet stove (or any other stove).

Thanks again to all of you. You deserve a pat on the back.

May all of your holiday dreams come true.”

Craig and Michelle Weinkoetz

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“I am a local and this is my second purchase from you. First a gas insert 5-6 yrs ago. Now a Vista-flame pellet insert. Very pleased with your product and your company. I highly recommend you to internet and local buyers.”

Gerald Trask

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“I would just like to comment that your customer service rates high with me. After much thinking on whether or not to buy a stove via the internet, I decided to take my chances on saving $$$ after comparing with other brands that are out there. We got the Vista Flame 100, the first stove was recieved damaged. Another was shipped right away and Melissa was wonderful about dealing with the problems we had. After waiting 4 weeks for an installer to install , we fired up the stove and it was buring very high and got black all over the glass. Our installer knew nothing on the operations of pellet stoves, we figured out the problem was with the damper and once we adjusted that, the stove works beautiful!y!! I highly recommend Stoves and Spas!!!”

Sue Heacox
Willington, CT

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“Hi Andy,

I’m sure you don’t get enough of these, but, I just want to tell you how helpful Melissa was when we ordered our stove at the end of September. We love our stove and Melissa just made the whole process, fun. Thank you”

Marianne Ulrich
Torrington, CT

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“Hi Andy,I just wanted to write and let you know that the pellet stove I bought from you is working great!  The staff at the store has been friendly and helpful whenever I have called. Mellisa has been great . She always returned my calls and helped with any questions I had. I just wanted to let you know that after buying the stove from you and installing it myself I saved around $800! I have two friends that I have told about this site and the great service and price .I hope they find the same great deals as I did from you.   Thanks Again!!”

Harry Shaffer

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“Hi Andy,I am a customer from Pittsburgh, PA. I wanted to put into writing my great appreciation of you and your establishment. From the helpful web site, phoning in my order, ease of shipping, to the great help from you and your staff about my peculiar installation situation, I couldn’t be more please with Stove and Spas’ exceptional customer service. Thank you Andy, for the great advice and PLEASE personally thank Melissa, and Judi for me. Both were a joy to deal with. It is refreshing to know that there are still people who want to help even after the sale is final.

Oh and my Vista Flame VF100FS is installed and works just as well as Melissa enthusiastically claimed it would!”

Sincerely,

Judith Campbell

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“Andy and Judi, You guys Rock! Received my stove in the time window that you promised. I can’t wait to install it.  I will highly recommend you guys to all. Thanks again!”

Jim Graham

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“Andy – I’m glad to see I went to the right place to purchase a stove.I called yesterday and ordered a T300P pellet stove Metallic Black through Judy, who by the way is a very lovely and kind lady. I enjoyed talking to her, she was a lot of help. Looking forward to hearing from you with those tips that I’m sure will be of great help!!!!”‘

Amedeo Sicari
Fitchburg, MA

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“Hi Andy and Crew:

I received my NEW stove yesterday.  Unpacked it and plugged it in and turned it on ……….Works really GREAT!!!!!   I would like to thank you and complement your Crew on a job well done.

While looking for a “save”, I e-mailed you on prices and such and appreciated your fast reply to me with ALL of my questions answered.

I called back on Tuesday to order the stove, Andy was out (having a Donut??)I talked to a lady by the name of Judi…..VERY good job here.  She was VERY efficient in handling my order, got my stove shipped as promised.Thanks Again.”

Wayne and Peggy King
Gardiner, Washington

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“Thanks for all of your help.  I’m a software engineer and I must say that this is the way that eBusiness should be conducted…backed up by great reliable customer service.  I wouldn’t have gotten this kind of service if I had bought it locally.”

Thanks again,

Roger Cottman
Fairfield, California

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“We took your advice and moved the damper in all the way and then pulled it out just over 1/2 an inch and started the stove on high instead of low. To get the stove going we had to start it with the door open, but after about 3-4 minutes we were able to close the door and not do another thing to it. It worked perfectly!

I so much appreciate your taking the time (and expense) to call me the other night.  We were ready to contact a service person which probably would have cost a small fortune just to get someone here as there isn’t a dealer for a hundred miles or so.  Thank you!  Thank you!  Thank you!

You can be sure I’ll tell anyone who asks that we bought the stove from Oregon Stoves & Spas and even though you’re on the other side of the country, the transaction went smoothly and your customer service is excellent!”

Thanks again!
Rita Roy Tamworth
New Hampshire

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“Sorry for being so late in thanking you for the advice. I did drill the hole and it works like a charm.

I returned to Ziggies, where I purchased the stove, and they had never heard of drilling a hole that you suggested. When I told them it worked so well, they asked for your e-mail address. You may be swamped with questions they cannot answer. Ha ha.”Thanks again.

Marvin

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“Just a little note to let you know the stove arrived today. It was smooth sailing all the way. I would really like to thank you and tell you what a super job you did from beginning to end. Just by looking at the box off the truck and seeing how well it was packed, shows that I purchased the product from the right person and that there are still a few people left that take pride in what they do.My hat goes off to you and I hope to do much more business with you in the future. I will highly recommend you to anybody that is looking for a stove. Once again thank you very much, it is really appreciated.”

John R. Folk

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“Just to let you know the gold decorative grill arrived yesterday for our Kingman Stove. Thank you for everything! It was such a pleasure doing business with you! We may not be through yet, however. I bet you anything, after this winter, my husband decides to get a blower! Stove will be installed this weekend after running new gas line!”

Take care and thank you again!

Dolores Varela-Phillips

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“The pellet stove we ordered, arrived Wednesday, September 26th. Everything looks like it is in good condition. We are very excited about it’s arrival, and hope installation goes well. We are planning to tell our friends how easy it was dealing with you. If it works like it should, I know others from our area will be calling.”

Thanks,
David and Shawna Drake

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“The stove has been working great since we talked. I vacuumed out the hopper and the chimney flue. It must have been clogged up causing the auger to shut down. Thank you so much for taking the time to help me, especially on the weekend and your time off. “

Take care,
Dan Zehnder

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“Floyd asked me to email you and ask just what is it that we can use to clean the glass on the front of the stove. It is working quite well and we are enjoying it a lot. Again thank you for all that you have done.”

Sincerely,
Leonette A Steele

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“I received the Whitfield universal auger motor that you sent and it looks like a perfect fit for my Austraflamm Integra. Thank you very much for your quick and excellent service. In the future I will definitely contact you first for my pellet stove parts needs.”

Thanks again,
Eric Zimmerman

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“Thanks so much for the advice on my pellet stove. The flue was definitely clogged and when it was cleaned the stove works like a charm!”You’re the best!

Nancy Santers

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“Thank you so very much for the information! I GREATLY appreciate it. You are a fountain of knowledge. We may be in to visit you sometime. If not, I truly appreciate your kindness in responding, and so quickly!”

Sincerely,

Annie Ward

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