The Iron House

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Husband ordered part for existing gas fireplace they called to,say the part was in. We told them we were on our way to FL. gave them our debit # to hold it. When we got home they had NO idea about the order and the part had been sold to someone else. We ordered another part but it was not compatible with our fireplace. We were then charged $52.00 for shipping. I would recommend going anywhere but Iron House!!! A total ripoff!!

Horrible!!! I bought my Harmon Pellet Stove at the Iron House in Hyannis- the place had a good variety of stoves available…I bought a top of the line stove and spent about $4500 from a good guy named Welby. He was really professional and helpful…But that is where the good news ends…. I actually have NOTHING Positive left to say about this establishment and STRONGLY RECOMMEND You NEVER BUY ANYTHING FROM THEM. I then needed to work with a woman who was responsible for scheduling the installation (I think his sister?) and it all went downhill from there….FAST..as soon as the payment was made. She is the most abrasive, rude, unprofessional women I’ve had the misfortune of doing business with. She is horrible….from being inflexible about the installation to not wanting to help us when the stove had some trouble in lighting and didn’t want to do any service on the stove in spite of the warranty…..she scheduled it weeks out and then had to cancel multiple times due to scheduling conflicts and weather issues. The clincher was when I called them in an emergency and reported that the carbon monoxide detectors were going off in the house and the fire department came and shut the stove down due to significant levels of carbon monoxide that they strongly suspected was coming from the stove. I called her in a panic and she yelled at me….YELLED AT ME! and refused to send anyone out to even look at it. GASP!!! She said she had people that were without heat and she wasn’t going to send anyone over to look at my issue…I was astounded that I was standing in front of three firefighters who were deeply concerned that we could have been killed – So much so….that they shut down the stove leaving me without heat….and stood there to ensure I called the Pellet company who installed it and request they get there ASAP because they felt strongly this was the source issue and didn’t want to leave me without heat when it was 7 degrees outside knowing I had a baby in the house. When I reiterated my concern…she curtly and rudely said that ‘she didn’t know what to tell me’ she ‘might be able to get someone out next week but couldn’t guarantee anything’. She asked for my information, I told her when I bought the stove and where I lived…reminding her of our previous interactions where she cut me off and said she had no idea who I was and doesn’t remember me and ‘do I have any idea how many installs they do’……I gave her my info again and she said she would call me back…..I never heard from her again. I did call and wonderful pellet repair guy (different company) who told me the source of the problem was the installation of the stove and the stove pipe leading to the stove which was installed by Iron House was at fault and was not installed properly….which was causing the leaking Carbon Monoxide into the house. We could have been killed….and this woman didn’t even have the concern enough to call me back. This is beyond bad customer service….

During the sales process everyone is great. But if you have a problem after the sale, forget it. Our fireplace was delivered and installed damaged. Months later there has still been no satisfactory resolve.

Very helpful people. Showed me how to diagnose a problem with my gas fierplace, although I hadn't bought it there (I was only recently referred to them). These are the kind of people that seem all too rare today. I look forward to doing business with them in the future.