Jayne S.
Stove was condemned by HETAS
Stokes Stoves, Wimborne We contacted Stokes Stoves to install a log burner. First impressions were good. However, having contacted them in September to ensure our installation would be completed in good time for Christmas, we have been catastrophically let down. From day one of the installation we stated we were not happy with the condition of the slate on the hearth and then we were given 3 differing versions of how to clean this slate throughout the installation process over the next few days. On the final day we again stated we were not happy with the hearth. Only on contacting an independent log burner company did they look at the photographs and state "they would have been more concerned about the amount of wood use in this construction of the false chimney". They recommended contacting HETAS an independent body which, on sight of the photographs, agreed the installation was not compliant and that an inspection would be required. We then had to wait more weeks for the inspection all the while receiving further emails of invoices, with the threat of Interest charges if we do not immediately pay up. You will note from the photo that the work, at this stage, still hadn't been completed On the independent inspection day, the installer of Stokes Stoves did not attend and the Inspector found a number of fundamental errors and the installation was not compliant. It would have to be completely removed and started again. This log burner was something we had wanted for the winter months and particularly in time for Christmas. If we had used this log burner as instructed by Stokes Stoves, the consequences could have been devastating both in terms of danger to human life and the destruction of our home. We are now sat staring at an unusable log burner with a red DANGER sign attached. Beyond words at the total lack of empathy and understanding by Stokes Stoves who appears to have no comprehension of the impact this has had on our family. He was merely interested in getting out as quickly as possible and it is now clearly evident he knew nothing about building a "chimney breast" and the safety tests and ventilation involved. We have simply asked for our money back. They have gone quiet.....