England’s Stove Works review: Poor quality, poor customer service! 133

I have to disagree with the comments about customer service at Englander based on my experience. I placed an order for replacement gaskets and posed a question with the order regarding maintenance. I was not necessarily expecting a response but they called me within a day to answer my question. The tech also said he would pose my question to an engineer there and then he called back the next day with an answer. Not bad customer service in my book.
Also, I think the stove is pretty well set up for DIY maintanence - nothing too complicated and the manual is good.

I had a problem right out of the box with my englander 25PDV. The fire would go out randomely. I noticed that the bottom auger was not rotating when it should be. Called tech support and got a fellow who was helpful. I pulled the back off the unit and checked the motor with a ohmmeter and noticed that the wire from the connection terminal to the armature was loose. I soldered it and now the stove works fine.

I have model number 25-PDV 55-SHP22 55 TRP22, I bought this stove in the fall of 2008. I had one problem with the top auger not turning but i figured the problem out myself. The hopper door latches were not tight enough to activate the auger switch, easy fix just tighten the jam nuts so the door closes tighter. Other than that once and a while the auger makes a squeeking noise and the flame/air rummble noise is constant. I think my wood stove was a hotter flame though? maybe because of the pipe damper control? I feel that most of the heat from the pellet stove is going out the exhaust pipe, I could be wrong. I insalled it myslef and use and exsisting chimminy that I downsized the thimble from 6' to 3' to accommodate the pellet stove vent pipe. The stove could be hotter for 22oo sqft? Other than the convenience of the pellets, the wood stove is hotter by far! I'll give it a year then maybe switch back? It was convenient this year!

I purchased a Englander Pellet Stove in January, 1004.
It ran fine for about a month then, the lower auger motor siezed up.
I contacted Englander"s Customer Service and they sent a replacement motor. There was no long wait period on the phone.
This cycle repeated three (3) more times.
Finally, I put an external fan blowing air at the motor. The motors no longer sieze up.

It makes sense that the auger motor would run hot as it is in contact with the auger which feeds into the firebox.

We have a new England stove and the pellets drop straight in and the ones on the sides don't drop so the auger runs out of pellets. Then the stove shuts down. Any suggestions on repairs?

Here's an exact copy of an email chain I had going with England's stoveworks. It's probably easiest to start at the bottom and work up and you'll see what crappy support they offer. The last thing they wrote me was exactly, "I have answered". That was all they said. I tried to call the customer support number twice with no luck. I sat on the phone for well over a half hour each time and finally gave up. Definitely don't recommend this company to anyone!

Original Email below:
Ok, so at least I know not to recommend your company to my many friends who are asking about pellet stoves. Why, you ask? Because I don't think a three word reply like your, "I have answered" is very funny. I'll be reporting your customer service and tech support to the better business bureau.

Thanks for nothing!

Andy Stack

-----Original Message-----
From: Customer Service` [mailto:service@englanderstoves.com]
Sent: Wednesday, February 18, 2009 6:09 AM
To: Andy
Subject: Re: Solution for Pellet Stove issue...

Andy wrote:
> I just got home, it's 6:30 pm, mountain time. Is it so hard to type
> out an email? Look at how much I wrote you guys below. I really feel
> like we are getting jerked around with this stove. It's working now,
> but only because my dad and I took the time to do extra
> troubleshooting. If I were a customer service agent, I'd be answering a reasonable, but upset customer's email!
>
> Andy Stack
>
> -----Original Message-----
> From: Customer Service` [mailto:service@englanderstoves.com]
> Sent: Tuesday, February 17, 2009 7:02 AM
> To: Andy
> Subject: Re: Solution for Pellet Stove issue...
>
> Andy wrote:
>
>> I'm sorry, but I'm in school from 07:00am until 5:00pm every day, I
>> don't have time to call now. Would you please answer my email, via email?
>>
>> Andy Stack
>>
>> -----Original Message-----
>> From: Customer Service` [mailto:service@englanderstoves.com]
>> Sent: Friday, February 13, 2009 6:18 AM
>> To: Andy
>> Subject: Re: Solution for Pellet Stove issue...
>>
>> Andy wrote:
>>
>>
>>> Hello,
>>>
>>> Well, it's been about 3 weeks and I haven't heard from your company
>>> on this matter. I'm really beginning to get a bad image of your
>>> company in my head. The least you could do is write us back and
>>> answer my email below.
>>>
>>> Andy Stack
>>>
>>> *From:* Andy [mailto:stacker2005@earthlink.net]
>>> *Sent:* Friday, January 23, 2009 10:48 AM
>>> *To:* 'service@englanderstoves.com'
>>> *Subject:* Solution for Pellet Stove issue...
>>> *Importance:* High
>>>
>>> Hello,
>>>
>>> My dad bought one of your pellet stoves about a year ago and it sat
>>> downstairs until about 2 weeks ago, when we were able to put it in
>>> together. It was brand new up to that point. We had some problems
>>> with it, getting a constant 'E-1' error code. At first and after
>>> going through your diagnostics tests offered online, we discovered
>>> that the exhaust blower wasn't turning. We ran the diagnostics again
>>> and had to stick a pen in the exhaust port (with the stove pipe
>>> disconnected) to get the blades to spin. We aren't sure what it was,
>>> but it started spinning, but was spitting out small amounts of what felt like metal.
>>> It only spit out a small amount, so whatever bit of metal was in it
>>> has cleared and the exhaust blower has been good ever since.
>>>
>>> Well, it worked great for about the first 9-10 bags of premium
>>> pellets we ran through it (cleaning it out after ever bag). Then the
>>> other day we started getting an E-2 error code, usually prior to
>>> getting fire, at which time the unit would shut itself down. We
>>> completely cleaned it out, vacuumed everywhere we could, and took
>>> all the stove pipe apart and brushed them out. We took the back off
>>> the unit and looked for any problem areas. Finally today, my dad
>>> noticed a problem with the lower auger motor. The setscrew holding
>>> the motor to the auger had worked loose, if it was even tight in the first place.
>>>
>>> It took some work to get the setscrew tight, we had to turn the unit
>>> on and watch for the rotation to line up so we could get a 5/16"
>>> combination wrench on it to tighten it. I noticed this setscrew did
>>> not have lock tite on the threads, which I felt it should have. So
>>> the stove has been working great ever since. We feel that the auger
>>> was slipping, because when the 'E-2' error code came on, it sounded
>>> like there was a slight hesitation, then the machine would go into shutdown.
>>>
>>> The main issue I have with England's Stove Works is your customer
>>> service. For two days I tried to call to work through the problem
>>> and on both days I was on hold for more than 30 minutes, finally
>>> having to hang up. When I called the second day, it was earlier in
>>> the morning, because I figured it wouldn't be that busy. If you are
>>> going to offer technical help, then why not staff it sufficiently so
>>> that a customer doesn't have to sit on hold forever. It really
>>> leaves a bad impression with a customer to be on hold that long.
>>>
>>> You might want to add to check for that if someone is getting the
>>> E-2 error code and for god's sake, please add more tech support lines!
>>>
>>> Sincerely,
>>>
>>> Andy Stack
>>>
>>> Stove Model: 25-PDVC/55-SHP10
>>>
>>> Mfg Date: 01/2006
>>>
>>> Serial: WHI-044771
>>>
>>>
>>>
>> try calling today, our call volume has dropped.
>>
>>
>> .
>>
>>
>>
> we are here until 6
>
>
> .
>
>
i have answered.

We have the 25 PDV. Right out of the box the top motor was dead. They said this was happening often, and asked us to send it back (red flag number one). We had to install the new motor ourselves, even though the stove was under warranty. Every time we call, we get bust signals, or are put on hold for a half hour or more. Next problem, lack of heat. They blamed the pellets, until finally we convinced them that the settings were wrong. Englander finally told us how to change setting, and it produced more heat. Currently, the top motor isn't working at all, and I have gotten bust signals the past three days (I didn't realize the busy signal still existed). On top of all that, the pellets don't always feed correctly, and the stove goes out. All of this, and still in the first year of owning one. Englander stoves suck!

I appreciate this forum because I was thinking of purchasing one of the stoves. NOT NOW. Those that are interested should use England's website that posted a TV station doing an article on them and express you problems to the station to get the word out.

I'm thinking of buying one, anybody have any feed back (good or bad) on England's Stove Works 3, 000 sq. ft. Wood Add On Furnace?

I have an Englander 24CJ wood stove inset for a fire place. It is not a pellet stove just a fire box with catilitc converter and blower. We got it new about 15 years ago. The catilictc converter is danaged after a few years because you can not close the damper all the way. The door gasket came off after about 5 years but i suppose that's to be expected. Right now I'm looking for a replacement converter and have not found the correct web site. Once in a while it will back draft into the house. The fan moter vibrates and makes a lot of noise. All in all it has been good.
Dave S Lincoln Nebraska

I BOUGHT TWO ENGLANDER PELLET STOVED IN THE LATER PART OF 2008. I RECIEVED MY FIRST UNIT IN AUGUST. THE FIRST THING I DID WAS TO TAKE THE TIME TO READ THE ENCLOSED INSTRUCTIONS. NOT ONCE BUT TWICE. AND THAN FOLLOWED THE INSTRUCTIONS . I DID THE INSALLATION MYSELF, AND HAVE BEEN VERY PLEASED WITH STOVE.IT HAS PERFORMED AS ADVERTISED. I HAD ALSO ORDERED AN PELLET STOVE INSERT FOR MY FIREPLACE .I WAS TOLD THAT INSERT WOULD NOT BE AVAILABLE FOR SOME TIME, AS THE COMPANY WAS CONCENTRATINGON THE FREESTANDING STOVES TO KEEP UP WITH DEMAND. WHEN I DID RECIEVE MY INSERT UNIT IT WAS THE NEWER EVOLUTION MODEL. AS WITH MY FIRST UNIT I READ AND FOLLOWED THE INSTRUCTIONS, AS IN THE MANUEL. I FOLLOWED THE CLEANING AND MAINTANINCE DIRECTIVES. I HAVE NOT HAD ANY PROBLEMS WITH BOTH UNITS, I RAN THE TWO FULL TIME FOR THE2008 TO2009 HEATING SEASON.I INSTALLED TERMOSTATES ON BOTH UNITS. I USED SIX TONS OF PELLETS LAST SEASON, WITH NO PROBLEMS .I LOVE THE LOOKS AND FEEL, AND WORKMANSHIP OF THESE PRODCTS. ALL I CAN SAY TO THOSE WHO ARE WRITING ALL THESE COMPLAINTS IS. I FEEL BAD ABOUT YOUR EXPERIENCE WITH THESE STOVES .I SUGGEST YOU TAKE ANOTHER LOOK AT THE INSTRUCTIONS AND READ MORE THAN ONCE. MY E-MAIL boubibear@roadrunner.com

I would have to agree completely. Quality control and reliability are my biggest complaints.
Customer service varies, one time I get knowledgeable assistance, the next time I feel like I am talking with a middle school dropout.
After installing my stove in September, I started the first fire and let it burn for maybe a half hour, the fire went out and would not relight using the auto igniter. After calling the Sutherlands Store and discussing the problem with the manager, I made the 35 mile trip to pick up a new igniter. Installation required disconnecting the vent pipe, moving the stove and pulling the stove far enough from the wall to remove the back cover and be able to reach the igniter. Chnaging it was easy then.
After reinstalling the stove, I started a new fire. Everything seemed perfect until it shut down again in about a half hour.
I called England Stove Works direct and was told "We are closed for the day, call back Monday". This was on a Friday about 1pm mountain time. After calling Sutherlands, telling them come get the POS, I almost immediately received a call from England Stoves. They UPSed another igniter, a vacuum module, and a circuit panel for the controls.
Out came the stove, off with back and I installed all the new parts. Another reinstall and started the fire again. SAME STORY AFTER ABOUT A HALF HOUR. Another call to England Stoves, no one available they would call me back.
Back to Sutherlands for more parts, only this time they had to remove them from a new stove. While watching them remove the parts from the new stove I saw some blue vacuum hoses that I didn't think my stove had. Making a trip home to check and another trip back to Sutherlands to get the blue hoses, igniter and vacuum module then installing everything the stove worked like it should.
Next time we fired the stove was 2 months later, It worked like a charm for three or four days then would shut down for no reason. More calls to England Stoves (no help at all), back to Sutherlands to get more parts, change the parts and reinstall the stove. It would work fine for a week maybe ten days then a repeat of the same.
Finally, I reached a technician at England that could diagnose the problem. Changing the port location on the blue vacuum lines cured the problem of the stove shutting for no reason.
There is still the problem of the igniters. After replacing one or two every winter, we gave up and use fire starter gel. It works every time.
I would never purchase another England Stove Works product! We have a Vermont Castings pellet stove at our cabin that was installed in 1992 that has never had any problems and my parents have a Breckwell that was installed in 2003 never being a problem, but then all parts were installed at the factory before shipping.
I had about 350 miles running back and forth picking parts at Sutherlands and numerous hours time removing and reinstalling my stove. I asked England Stoves for some compensation and was told to e-mail a claim. No response after a month so I mailed a letter, still no response.
TAKE IT FROM ME, DON'T BUY AND ENGLAND STOVE PRODUCT UNLESS YOU WANT/NEED AN ONGOING PROJECT.

We have a New Englander pellet stove purchased in 2007. We experienced problems in the first month. The stove had to be replaced as it did not operate at all when first installed. The replacement ran for about a month, then the upper auger motor had to be replaced. We are now experiencing a vibration in the combustion blower that created a lot of noise. All of the bolts have been tightned, etc. We actually had to put a shim between the outer access plate and the blower to stop the vibration and get the stove to run properly without an ear shattering noise. Unfortunately, the stove is not built with the highest quality products and their is no service available for them. If you wish to constantly replace major components (even after cleaning and following basic maintenance guidelines) this is the stove for you. If you expect major components on a major appliance to last more than a few months or a year, this is not the stove for you. Honestly, to those of you who wish to do the whole "do-it-yourselfer" mighty one act on this forum and belittle those with legitimate concerns, do you expect your refrigerator, stove, water heater, etc. to break-down once a month or to replace major components after a year or less? Do you expect your vehicle to have the same type of issues? The answer is no. It would be unacceptable to you. It is unacceptable that something so important to the functioning and comfort of a family as a home heating unit would malfunction and be so costly over time to repair.

I'm planning to purchase a new pellet stove. I am considering one of the New Summers Heat Englander stoves sold at Lowes. For those of you with the complaints about your units, what stove would you have purchased instead of an Englander?

I've had an older pellet stove for over 10 years, parts are too spendy, and it's time to upgrade.

I purchased my second NE stove October 9th. I was tricked actually, thinking the SUMMER'S HEAT brand wasn't NE (what a fool I was!) After a terrible experience with my first NE stove I vowed never to buy another one, which I unkowingly did. Piece of junk! It doesn't feed properly and the flame hardly ever gets above the burn pot, regardless how high I set it. I have a relatively small room and it doesn't even warm it up. I've made close to a dozen calls to their so-called 'technical support' and every time I call they tell me something different. Last time I called they wanted me to replace the motor! I didn't spend 2, 100 bucks on this thing to have to rebuild it. I finally called Lowe's and they have tentatively agreed to a refund, but I still gotta hire someone to help me carry this pig from my living room to my truck. Never again!

I can't believe what I am reading...we purchased a Englander pellet stove in 2004...it worked fine so we decided to purchase another one the following year ( same model ) for the basement . The second stove has been nothing but problems from day one. We did get it to work for a short amount of time but has been unusable for the last 2 years . Again this year we have tried to get it working and still nothing . We have replaced 2 control panels ( not cheap ) and a heat sensor . It starts up but shortly afterwards a U5 code comes up and then a E2 code comes up and it shuts down .We have done everything that we can read up about on-line to help solve this problem since that is the only help you can get because Englander pretty much has no tech help. I've called and can't get thru to anyone, I've e-mailed them repeatly and I got a reply with a one word answer...whats that?I've e-mailed them telling them what I think of their tech department and how I would never buy another one of their products because of the way they had treated the problem..NO answer to that. But need a part and they ship it out at lighting speed. They can respond to them making money off a product which is useless . We have had this stove for 5 years and only have a small amount of burn hours on it . We spent a great deal of money on it and it is a piece of crap. You can't fix it because you can't get anyone at Englander to talk to you and if they do return a e-mail it only makes you mad with their one word answers...I think this company should be turned into consumer protection and let any company who carries this product know you will not purchase it and why...and maybe then they will choose not to sell it in their stores and Englander will get the hint. Anyone who is out there looking to buy a stove DO NOT purchase a ENGLANDER STOVE..they are nothing but problems...and you are stuck with it ...no way to get help...no way to get your money back...it's a total loss on your part. How are they getting away with this ?

Well, you bought a pellet stove. Don't you think it is a gimmick from the start. Buy pellets, three motors, it is electric! What ever happened to good ol'wood stoves. No pellets, no motors, no electricity. You buy a pellet stove you are just asking to be a consumer -- That is my two cents, Thanks!

My Englander 25-PDVE pellet stove is nothing but a boat anchor!
I bought it in Sept. 2006. I can't burn the stove at a 5 or higher because after a few minutes the stove will automatically show it's burning to hot and start running at a one. I've had to replaced the heat sensor like 5 times now and that doesn't fix the problem. I've even replaceed the control board once.
They won't tell me how to over ride the sensor so the thing will burn properly... They just keep telling me I need another new heat sensor!
I WILL NEVER BUY ANOTHER ENGLANDER PELLET STOVE AGAIN... and I stongly suggest to anyone that is thinking about buying one... NOT TOO! Save yourself the aggrivations!

and as far as I'm concerned the people on here writing good things about the englander pellet stove... well they probably work for the company and are trying to make company not look so bad!

I bought an englander 25 pdv in 03, worked great till 07 then auger motor went. I bought a motor for $130. problem solved til last night, now both motors stopped . What gives with these motors? I shut the thing down weekly and scrape it out and vac out ashes. Is there something I'm missing. I love my pellet stove, if I could just figure out the motor problems.

It has been my experience that England's Stove Works has always been responsive to questions I may have had. I contacted them before I purchased my unit and everything the sales manager told me has been correct. The sales manager was very friendly and informative. He walked me thru what I was trying to heat and suggested that I purchase the smaller 25-PDVC, because that was all I needed for my purposes. I hope you all are able to have your issues resolved.

I have an Englander and I have found the motors to very poorly made. Korean junk. Dayton makes a better motor but the rotation is CW instead of CCW. The stove would be great except for the motor quality.

I bought a 25-PDV from the company in 2006 and I've had a wonderful experience with it! It took four years before anything started to go wrong, and even then it was because the unit wasn't being run properly. (Some one stepped on the outside air intake and didn't tell me it needed fixing.)
I bought it because it was described to us as very DIY and user friendly, which it has been. I've been able to replace all the parts myself, being a woman with only a little mechanical knowledge and my husband over seas, I was very surprised by this. You need two different sockets to take the whole thing apart and there are step by step instructions for just about everything on the website.
It does take a while to get customer service, but I've found that's because I'm on the phone with them for about an hour doing different diagnostics and trying different fixes. It seems to me the long wait time is /because/ they have such good service. I've had nothing but good advice and patient help from them.

I am very disappointed with the quality of this product this stove ran at most 9 months (I don’t find a need to run it during the summer months) and for a motor to fail this quickly and not be covered under warranty is just very poor customer service.

Worse yet your service representatives deny any issue with this motor, below you will find just 2 links out of several I found where customers have experienced the same motor failure I have.

To stick your head in the sand and deny a problem exists either with the motor or a over am auger heating issue exists leading to premature failure is quite shortsighted because sir when you fail to stand behind your product your not loosing just that customer your loosing many, every person that the wronged customer knows will be made aware of your products shortcomings. And thanks to the internet your auger problem is impossible for you to deny. And your reputation hinges on how you handle these issues and in every case I have read about you have fallen short of the mark when it comes to honesty and reliability.

Rest assured sir when this product needs replaced I will be taking a serious look Lopi or Harmans product line they may be a few dollars more at initial date of purchase but it will be money well spent for a manufacturer that will stand behind their product with a far superior warranty

2/23/2010, I bought a factory second in Oct 09 and it is a real life saver. I have baseboard electric, bill where averaging $1000 a month, in winter. Now down to $400. As for the stove, it ran for about a month, the bottom auger quit and the unit back burned into the hopper, it was scary to say the least. Called englander to get parts, since it was a factory second, I didn't think it would have a warranty. Talked to the service guy for a while and he said it still has a 1 year wannanty. They sent two new auger motors and bearing overnight, $400 worth of stuff for free. They where super nice to deal with and I have had a problem since. I think the two auger system is a poor design, but they now have the one auger system to avoid back burn. All in all still very happy with my stove and company

I too bought one of their stoves from Home Depot (like a previous post author, I should have known better). The first year it worked pretty well, with few problems, although finding someone willing to install the stove was a problem. With all due respect to another post author, if buying such a stove requires that you be able to install and sevrice the stove yourself, they should say so upfront. Instead, both Home Depot & New Englander tout how easy it is to do yourself (even a caveman can do it? unfortunately, not every one can move these suckers around to install and maintain). Replace gaskets, yes, most everyone can do that; move the stove away from the wall to clean and or replace blowers, replace sensors or control panels - HA!

This year, year 2, despite finally finding someone to service the stove in the fall, the stove has been very troublesome: igniter failure, back drafts, etc. No technical support available on weekends and no one locally who knows the stove brand and will service it. They don't want to accept the liability. House fire anyone?

I should say that I clean out the stove religiously...daily, weekly, and so on as recommended by the stove company.

I would gladly accept occasional problems because I have saved money on oil (even figuring in the cost of electricity and good quality pellets), but the technical service is BAD. They need to certify local heating & electrical people to service the stoves or be honest about who should buy them.

3 or 4 thousand for a harman or bixby no way ill pass, its a machine and needs to be maintained, iv saved thousands over the last 3 years true it needs sum tinkering but i love my timberridge corn burner, i went form a heating cost for one winter 2500 to 3000 for oil to 900 in corn u do the math hook up with a local farmer for my corn and use 3 to 4 ton a year thats 2 grand in my pocket !

THOSE THAT ARE COMPLAINING ABOUT THEIR STOVES QUITE SIMPLE: MUST BE DEMOCRATS! [censor]S! IDIOTS! THIS STOVE IS A GOOD BUY AND IS MADE MORE DURABLE THAN MOST OUT THERE! WE HAVE ONE AND IT IS GOING ON THREE YEARS! NO REPLACEMENTS SO FAR! I BELIEVE IT IS ALL IN HOW YOU TAKE CARE OF YOUR THINGS, IF YOU'RE A SLOB AND CARELESS WITH THINGS, SURE YOU'RE GONNA HAVE PROBLEMS!

SO, IF YOUR ON THE EDGE TRYING TO DECIDE ON A GOOD PELLET STOVE, PICK THIS ONE AND IGNORE THE [censor] NEGATIVE COMMENTS HERE! IT'S A GREAT STOVE!

I just recently purchased a brand new England Stove model: 25-EPI and had it installed by a professional, certified installer who also happens to be a firefighter! After installation he could not get the fire to ignite. He suggested I call the manufacture and here is where the story begins. I am a young individual however the individual on the customer service side did not realize I suffered a stroke. I was instructed I needed to PULL the insert out from the fireplace. I said you have to be kidding me, and he insisted that I try to move the stove so he could assist me. I was finally able to do this and I was on the phone for a good 1 1/2 hrs with the customer service tech. It was on this call and this is very important to know, this company DOES NOT SUPPORT TECHNICAL ONSITE SUPPORT. These stoves are manufactured for the end user, yes that is right you to do all of the mechanical fixes via a telephone call with the customer service tech on the other phone. I was told if they need to mail me a part it would be my responsibility to install it, of course with their help. Had I know this I would have never EVER purchased this manufacturing brand. To me that is not a warranty. So now it has been 2 weeks and the stove will still not light and it is the first week in November in New England, yes it is down to the 30's at night now.

It was also on this call I was told I can simply just light the stove manually, of which I replied again you have to be kidding me this is a brand new stove of which is still covered under warranty. No reply to that one.

I should also mention that the small town supply store that I purchased this stove from tried to stand behind the product even if the manufacture would not, however after the store sent their service tech to the house for 2 hours of non billable labor, they have pretty much told me at this point I have to go through the manufacture technical support center for further assistance.

I tried calling again technical support to get a manager on the phone, where I was put on hold for 30 min without a tech picking up and therefore hung up. What triggered this call today was the manufacturers tech told the store I purchased the stove from now I need to have a fresh air intake installed in my chimney. Upon hearing this I called the professional installed where he commented he highly disagreed and would be completely surprised if this in fact resolves the fact that the igniter is not close enough to the collection pan for the pellets. I can't even see the red glow when the collection pot is installed and the unit is running. Installing this new air vent will run another 150.00 approximately in the chimney and the installer does not believe this will resolve the issue. Therefore I will call back England Stoves tech tom and request to speak to a manager to find out the next step after I have this vent installed and it STILL will not light. In the mean time I am continuing to spread the word that this company has EXTREMELY POOR CUSTOMER SERVICE and beware when you purchase one of their stoves. If you are not a handy do it yourself individual, this stove is NOT for you. I will post again after I get the managers reply to my comments. Wish me luck!

I have a 25 pah and it constantly has an issue. Cust service at Englander basically told me to not call again. Very rude to me. If anyone can help with this thing I would like some input. It does not have good air flow. The glass gets black quick and 2 times now the exhaust fan has gotten full of creosote and has melted the aluminum and dripped it on the electric wires and caught them on fire. I am very frustrated and at a loss with this one. I have only had this for 1 year and to the guy earlier I am not a democrat! LOL! In any case if anyone has any input I would like some help here. Thanks

I have had my englander stove for two years, it's model number 25pdv. I can honestly say it has operated perfectly since i have owned it. The one thing about these stoves that has been mentioned before, is that they have to be cleaned regularly and thoroughly.This is a small trade off when you consider how much money I am saving by not buying oil. The other thing to remember is that you must use quality hardwood pellets. I use energex hardwood and am very satisfied.

We just bought an Englander pellet stove used. It is 3 years old. We went to Englander to get pipe and etc to install it. It needed a new upper auger motor. The guys in Parts and Customer service were GREAT. The CS guy asked for the information on the stove so he could put it in our names, and found that we were entitled to a new, improved bottom auger, which he gave us right then. The stove works great, no problems. The only problems we have are with the pellets. The poorer quality, the more problems, one type of pellet we bought will not slide down the bin into the auger, it will feed straight down and what is on the sides won't slide down into the feed hole. We have to watch that as the stove will go out if the pellets don't go down. The stove thinks it is out of fuel. If anyone has any ideas for this problem, let us know. We clean the stove every other day. I think general maintemance is the best solution to any machine. Also, anything that I would order, would get a good going over, tightening nuts, bolts etc. Shipping and handling can loosen these things. The stoves are made in Virginia, and shipped all over.

well after reading this im not sure we bought are house in aug. of this year it has a englander pdv25 that they left it has been working well its date is 8/02 just resently it wont run on any # over six iv never had a pelleet stove allways had a woodstove i relealy like it dont have to mess with all the wood but i dont have a mannuall for it and not sure if im just not running it correctly looking for for a mannuall? it does give good heat and has saved me money on my oil bill where can i get a manuall? mike mfp1024@yahoo.com

We recently purchased a 25-PDV England Stove. It's awful. I am extremely detail oriented, so I read the entire manual prior to installation. After starting the stove, we monitored the room temperature and the temp never got above 52 degrees. This 25-PDV is built to heat a 2200 sq/ft room, the room we were trying to heat is only 500 sq/ft. Also, the entire basement was filled with smoke after four hours. The exhaust pipe is hotter than the air coming from the stove. The air outside coming from the exhaust is hotter than the air inside. I disagree with those that say if you love your stove it will love you back. A brand NEW product "off the shelf" should work without issue for a good deal of time before any service is needed. The NEW product should not require numerous phone calls to the manufacturer, nor threats of return to get a response from them. Their phone line is always busy, I actually had to fax in a threat of return to get any response from customer service. And when they finally called me, I was told I would be put on hold for fifteen minutes but the actual time was 40 minutes.

I was excited that my boyfriend bought a product made in Virginia since I am a native. HOWEVER, their customer service reputation and product reliability do a grave injustice to our state. Since I only live two hours from Monroe, I'm seriously considering loading this POS into the back of my truck and driving it to them to return it. I will NEVER purchase another product from this company! And, for those women out there who say "MAN UP", I'm a woman and extremely competent. I remodeled my entire house myself so the issue is NOT a matter of "love your stove and it will love you back so stop whining".

thanx for sending the mannual what i didnt say was i keep having problems with stove shutting down it doent seem to want to run on any heat rang over 5 it shuts down and just has an E in the heat rang window tried calling the 1800 numb. but its allways busy and cant seem to find any one in my area that works on it [ clinton ct.]? i do like the pellet stove over wood but if i cant keep it running its usless and on 5 when its 10 deg. out it doesnt do it mike. mfp1024@yahoo.com

This is to Kent101 (Ignorant Republican [censor]) If you took as much time to READ the complaints as you did to write your bashing comment, you would have realized that MOST of the problems started right after installation. That would have nothing (and I repeat NOTHING ) to do with people not taking care of their belongings. We too bought an Englander pellet stove, had it professionally installed, and have had problems with it since- which, by the way, has only been 6 days. Not really long enough to be abusive or destructive with it. Actually, it is the second one that we had in 6 days- the first one had issues, so Lowe's delivered a second one and this one is doing the same thing. It has a HORRIBLE vibration to it. It actually vibrates our whole house. I have not slept in days- I finally had to turn it off and turn the heat back on. And, we too had called the tech support and were left on hold. We were told that the auger needed to be aligned and we had to do it. If the unit were a few years old, I might agree to fix it myself ; but not after a few days. Not good cusstomer service in my opinion. We will be returning it and getting our money back. There must be a better brand out there!

P.S. Kent101- We do take very good care of our belongings- even if we are Democratic !

Hey, glad to hear I am not the only one having problems with these stoves. I look after eight homes with pellet stoves. Harman, Enviro, Whitfield, and Englander stoves. Funny thing is the only ones I am having problems with are the Englander stoves. I have emailed the company, with NO response? I have talked to them on the phone and of course it is all my problem, (wrong pellets, wrong setting, wet pellets, blah, blah, blah...) They do not want to warranty anything. I have told these home owners and everyone I know to never ever buy an Englander Pellet Stove.

We have a 25-ep pellet stove that we got in October 2009. It worked good for a few months but then come January of 2010 we had to pull it all apart. I wouldn't mind having to do this cleaning except that the metal edges are sharp, there's very little room to move, and hard to reach bolts. I disagree that pellet stoves are cleaner then wood stoves completely everyone's feet are always black with soot even the cats. This stove has been nothing but trouble. I'm upset I spent so much on it, only to be constantly buying parts to fix it.

I went on their site to complain and you can't even write a review, you'll only find testimonials that are hand picked to say only the best things by them. I will never buy from this company again.

We bought the Englander 25-PAH in October of 2009. We experienced problems IMMEDIATELY (E-2 CONSTANTLY and dirty burn). Englander told us to max out the low burn air, and we did. We had to replace the combustion blower, the exhaust blower and the board in less than 6 months! We cleaned this stove every single day and did monthly maintenance WEEKLY. NOTHING but trouble. In December 2010, the exhaust blower failed and we had a FIRE- the stove actually burned from the inside! Englander sent us another stove, but this one is just as bad as the first. We are getting rid of it and are buying an ENVIRO.
DO NOT BUY ENGLANDER STOVES! It is nothing but trouble and IF you can contact customer support, they are just not standing by their product!

Kent101 is a complete [censor], these stove SUCK!, period. I have spent so much time fixing them I know more about them than there own tech support. If you see an Englander stove, run far far away...

Pellet stoves are only as complicated, as we choose to let them to be.When I was looking around for the different type of stoves that were out there, I was surprised at the number of models and price ranges for these units. I knew that I wanted a "DO IT YOURSELF OR DIY " stove.In looking at different stoves. I bought two Englander stoves. One was a Summers Heat 55-SHP-22 in 2008 and the 55-SHPEP-25EP model two months later. I have had the best results ever with these two stoves. Yes I do have to spend some time every week maintaining these stoves.But have enjoyed the one hour per week that it takes to do so.My home is a three bedroon cape, with a 14x14 breezway. My main heat and hot water source, is oil.But in the three years that I have had these two stoves in service.I've used about three (3) tons of pellets per stove, and have cut my dependency on oil to one tank per year.Thats a 250 gals tank. I've have the best response from Englander tech reps. So as I read the post here about this company and its stoves and employees. I have to say that not all people have the sames ideas, about heating their homes. I you are looking for a cheap and easy way out. There is no such thing in this world. You get out what you put in. There are no free rides.You are either going to have to spend some time and effort, and save money on the stoves, or spend much more money on the higher end stoves and someone service them for a large fee. I do not think that all the negative post on this sight, are helping anybody. Englander makes a product for certain groups. As we all see around us, people are different so are the way we want to heat our homes.I would never speak poorly about any other stoves that are being sold out there today. I think they all have their good and bad points, as per diffrent persons.So I think it would be grand if we would do our looking and reading about different models and makes, and do we want cheaper price, with a little work on our end, or spend lots of cash and be able to expect minimal work.P.S> I live in central Maine and it get cold here, and also when looking for a stove. My advise to people is as was told to me many years ago, when working in the paper mills"I was told the best way to keep things running was to use the 'KISS METHOD OR KEEP IT SIMPLE STUPID " WORKS FOR ME.