Policies

To Our Valued Customers

Installations are performed by trained technicans

This letter is to let you know what our new standard operating procedure is on pellet stoves.


We have noticed that when we do service calls on the pellet stoves around 8 times out of 10 the problem is that the stove needs a thorough professional cleaning. Many of our customers inform us that they do their own cleanings but a professional cleaning will access parts of the stove that many homeowners are not aware of. We feel bad to charge for a service call when the root problem is that it needs the cleaning.


Some of you have paid for two or more service calls. We would love to help save you money. Our Chimney Cleaning teams are now equipped to do service as well. They will let you know if a cleaning is not necessary and will only charge you for the service. However, if the cleaning is performed at this time, it could save you the cost of additional service calls and help extend the life of your pellet appliance.


Many of you know Bill our main service tech. He is equipped to take care of all service issues but he is not outfitted with all the equipment that our CSIA trained chimney sweeps have for cleanings. The Stove and Spa Store has invested over $10,000 in the equipment that each of our chimney cleaning teams carry with them. At this point Bill does not have this equipment with him.


For this reason we strongly urge you to have your pellet stoves cleaned professionally every year. Our new standard operating procedure will be that if you call for service work and have not had a professional cleaning in the last year we will send out one of our CSIA trained chimney cleaners to your home for a thorough cleaning we feel very confident that this will take care of many of your issues.


Many of our customers inform us that they do their own cleanings but a professional cleaning will access parts of the stove that many homeowners are not aware of.

  • Stove will not ignite
  • Stove feeds pellets but does not start
  • Low heat output
  • Stove starts but does not feed pellets
  • Lazy fire
  • Glass is dirtier than normal
  • Stove runs properly but distribution blower does not come on


Just a friendly reminder that in the months of June and July we have our chimney sweeps and pellet cleanings on sale for 10% off! You can call us today and book your cleanings now and make sure your pellet stove is good to go for the 2020/21 heating season. The Team at The Stove and Spa Store