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Travis Industries, manufacturer of the Avalon AGP pellet stove, refuses to sell any replacement parts on line. While cleaning our stove as part of regular maintenance, my husband accidentally tore the fragile aluminum foil flex hose on the outside air intake. Travis Industries requires replacement parts to be purchased from their dealers, but the dealer who sold us the stove does not sell this part. 2-inch diameter flex hose is almost impossible to find, and an internet search revealed that other owners of our stove had to crimp larger hoses to fit. I wrote to Travis Industries, and they suggested we try an auto parts store for the part. My husband eventually found a source for the hose, but we are very disappointed in the customer service provided by Travis Industries. They only sell the flex hose as part of the entire outside air intake assembly, and cannot even tell you where to get one on your own.
The other problem is the loud fan, which is annoying.
The complaint has been investigated and resolved to the customer’s satisfaction.
Hi,
We don't sell directly to consumers for a couple of reasons. For starters, if a person is not familiar with fireplaces, inserts or stoves then if they open up a unit and attempt to replace something themselves there is a very strong likelihood that something else will be broken or installed incorrectly and create what is potentially a very dangerous situation for the home owner. Secondly, we as a manufacturer are set up to ship out entire truckloads of product, we are not set up to send out single orders.
We are not a vent manufacturer, we are a stove manufacturer so all of the kits with the flex lining that we receive come in all boxed together and we are unable to break up these kits. And finally, our technical department is set up to help assist dealerships and their techs. The vast majority of home owners do not own multi-meters, outlet analyzers, or manometers. Because of this, it makes it impossible for us to attempt to troubleshoot a unit over the phone because we are unable to get any of the necessary information and the best we are able to do is suggest they set up a service appointment with any one of our factory trained and certified dealers.