Hearth Products Mountain View

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On Oct 31, 2016 I placed order #****** for a Quadrafire Yosemite fiberboard baffle and insulation kit.

This past weekend as I was cleaning out the stove and ash tray, I happened to look up into the firebox and noticed that the new fiberboard baffle was cracked in half! This order was to replace the original fiberboard which lasted over 10 years of heavy seasonal use.

I was impeccably careful in both the handling and installation of the fiberboard - which was installed according to the enclosed instructions (basically, handle carefully and make sure it lays flat in the firebox).

I choose to purchase from Mountain View because they looked legit, are from Montana (so they must know stoves and are honest, hardworking Americans), and would provide a high-quality product with great customer service.

Boy, was I wrong on all counts.

I contacted Customer Service and asked how they could help me.

Within a day, I was contacted by K**** V****** letting me know there are no warranties on the baffles, and they don't manufacture the part - they are simply a dealer. She then provided me a link to another product I could purchase.

Seriously? I just paid $102 for an overpriced part and now you want me to purchase another part from your company that costs even more?

However, there's a discrepancy on their product page. The description tab states "6 Month Warranty" and their warranty tab states "no warranty on baffles." Which is it?

So, since they are only a dealer, I asked for the contact information of the manufacturer so I could contact them and help resolve my problem. She replied insisting that there are no warranties on the baffles and that she could not provide the contact information.

Again, there is no reason why this product would crack after 60-days (when the original lasted 10 years). So I asked her to contact the manufacturer on my behalf to resolve this issue. She replied again, "There is no warranty on baffles, so they will not refund you or send you a replacement part. I am sorry if you are dissatisfied but there is nothing I can do."

I have never been so insulted by a company before. As other reviewers have mentioned, they provide no allowance for a dispute, staunchly insist on their anti-customer policies, and ridiculous restocking fees. As stated by another reviewer, "why would any business not want to correct this?" It will cost them so much more with back-and-forth emails, frustrating customers in the process, and creating negative online reviews. I can't fathom that a company can still exist online in 2016 and get away with behaving in this manner. A bit of good will goes a long way.