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October 2023 by c goodman
Great customer service and friendly staff
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August 2023 by Howard P
I don't write many google reviews - but I wanted to go out of my way to thank Kyle and recommend Gem. I'm customer and I just walked in purchase a wood burning stove last fall. With production backlogs, we were able to schedule for later winter. There was a manufacturing delay with the stove we ordered and Kyle gave me other options to keep my timeline. His guys came out to install and then came back to customize the install to my fireplace. All was easy and seamless - they're really communicative. This summer we had it cleaned and needed some help with leveling the stove after that. Since their installers are booked for months, Kyle personally came out to look and then had his uncle come make the fix a couple days later. With a small business, you can't expect everything to be fast or flawless - stuff happens. But the key is how the business owner responses, their willingness to resolve and their professionalism. I'd give them top marks on all three. There were a few things that other companies would have just bailed on, but Kyle holds himself to a high standard and it shows. I'm really glad I bought from Gem and would highly recommend them.
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March 2023 by JENNIFER ZICOT
Sadly, we have been customers of Gem Woodstove. We have never sued or wrote a bad review of any business until now. We bought a Vermont Castings wood stove from Gem who installed the stove along with a new stovepipe. We were skeptical of the stovepipe angles they formed, but they assured us it was safe. The angles they formed equaled 135 degrees, prior to entering the wall. Conventional wisdom is that these angles should equal no more than 90 degrees, which we discovered later. This is a fact Gem should have known. They’re lack of knowledge could have burned our house down as well as killed our children and pets. Approximately two months after Gem’s installation we had a chimney fire. Due to the fire damage of the clay flue we had a steel flue liner installed by a certified installer, not Gem. We then had another fire after six weeks of use. At that point, our chimney sweep company cleaned the chimney again. Our chimney had been and is always cleaned regularly. Then five weeks later we had another fire. We called Gem to let them know of the issue and asked them to inspect the stove and pipe and reconfigure the angles. They obliged, but we waited for many weeks. After their service, the location of the angles were changed but, the total number of angles still equaled 135 degrees. Tom, Gem’s installer assured us it would be safe, and that he installed stoves this way “all of the time” but maybe the warm winter was effecting the creosote buildup. A few points worth highlighting: we had a Jotul stove for 21 years and never had a fire (stovepipe angles equaled less than how Gem installed the Vermont Castings, less than 90 degrees total). The stovepipe angle was brought up by us from the beginning and we were always told there was nothing to worry about. Our installer of the previous woodstove (Jotul) took great care in angling the pipe just right for our configuration.Our firewood is dry, seasoned, even checked with a moisture meter.We know how to start and maintain a fire. When we finally asked for the stove to be removed and our money refunded, we were told by Tom we had many chimney fires prior to their installation, so he did nothing wrong. This is an absolute lie. Our major concern has always been that we’ve never had an issue prior to Gem’s work. Tom also feels that the company that installed the liner “tampered” with the stove and so he is not responsible. Please stay away from this company.In addition, they use family members to write bogus positive reviews.
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March 2023 by Thomas Russo
Kyle is an amazing owner. His pellets work the best. He helped me to repair my stove
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March 2023 by Jennifer Z.
Sadly, we have been customers of Gem Woodstove. We have never sued or wrote a bad review of any business until now. We bought a Vermont Castings wood stove from Gem who installed the stove along with a new stovepipe. We were skeptical of the stovepipe angles they formed, but they assured us it was safe. The angles they formed equaled 135 degrees, prior to entering the wall. Conventional wisdom is that these angles should equal no more than 90 degrees, which we discovered later. This is a fact Gem should have known. They're lack of knowledge could have burned our house down as well as killed our children and pets. Approximately two months after Gem's installation we had a chimney fire. Due to the fire damage of the clay flue we had a steel flue liner installed by a certified installer, not Gem. We then had another fire after six weeks of use. At that point, our chimney sweep company cleaned the chimney again. Our chimney had been and is always cleaned regularly. Then five weeks later we had another fire. We called Gem to let them know of the issue and asked them to inspect the stove and pipe and reconfigure the angles. They obliged, but we waited for many weeks. After their service, the location of the angles were changed but, the total number of angles still equaled 135 degrees. Tom, Gem's installer assured us it would be safe, and that he installed stoves this way "all of the time" but maybe the warm winter was effecting the creosote buildup. A few points worth highlighting: we had a Jotul stove for 21 years and never had a fire (stovepipe angles equaled less than how Gem installed the Vermont Castings, less than 90 degrees total). The stovepipe angle was brought up by us from the beginning and we were always told there was nothing to worry about. Our installer of the previous woodstove (Jotul) took great care in angling the pipe just right for our configuration. Our firewood is dry, seasoned, even checked with a moisture meter.We know how to start and maintain a fire. When we finally asked for the stove to be removed and our money refunded, we were told by Tom we had many chimney fires prior to their installation, so he did nothing wrong. This is an absolute lie. Our major concern has always been that we've never had an issue prior to Gem's work. Tom also feels that the company that installed the liner "tampered" with the stove and so he is not responsible. Please stay away from this company.
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February 2023 by Rachel Carmean
Gem installed a Harman wood pellet stove for us. They got it to us in January when everyone else said March. They had the most competitive pricing. Installation was top notch with knowledgeable, professional and friendly guys. Couldn't be happier.
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January 2023 by David Dennis
I had just recently had a repair on a 25+ yr old propane stove. I was told by other companies that the stove most likely needed replaced based on age and limited parts. ( Tom Sr) came out when he said he would told me no longer make that particular size part and would return next day. He was prompt & got the job done, he is a man of his word with a lot of knowledge and experience. I would certainly recommend them for your heating needs!!Sincerely, David from Oak Hill, NYService: Heating system repair
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January 2023 by Justin Williams
Originally told it would take 3 to 4 days to have new fireplace wall replacement. 8 weeks later , they tried to reinstall one of the original damage peace without even telling me. I was jerked around with every excuse for eight weeks. I finally got upset with such bad service. They got upset with me because I was so upset.I was patient with them through the whole process can’t remember the last time I had such a bad experience with a company.
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January 2023 by Lee Hirsch
Great pellet stove.Fast installation.Great pellet delivery.Nice to have heat in the basement.
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December 2022 by Lucia Von Lintel
Very knowledgeable and polite
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December 2022 by john slot
Excellent knowledge and great selection for a smaller business. Owner talked to me on their day off as I just passed the business. Normally closed on Mondays. His uncle was also friendly. We bought a pellet stove on the spit. We feel they will help us as the years go by on parts and repairs. Very comfortable with their easy going way of helping decide what you need. No up selling. Just nice ?
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October 2022 by Jason Appollonia
Gem Stove installed 2 pellet stoves for us and we couldn’t be happier. They were a pleasure to work with. They beat out their competitors prices by 2000 dollars and delivered with their quality install. There was an attention to to detail that is rarely seen by contractors anymore. Would highly recommend giving them a shout to see if they could help you!
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October 2022 by Elizabeth Burby
This was one of the most amazing companies I have ever had the pleasure of giving business too. The owner is so kind and understanding. I was so nervous buying my first woodstove but Tom and Kyle were so informative. I would HIGHLY recommend this place to anyone! It was worth the 1 hour drive
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October 2022 by Maynard S. Peloke
If you are seeking to purchase a stove from a company with good customer service, don't count on Gem Stoves for anything other than aggravation.I paid Gem Stoves approximately $6,000 for a wood stove and installation. The first time I attempted to use this stove the damper wouldn't work. When I called to schedule a service appointment I was told they would call me back. The next day, I called again and was informed that they were too busy to schedule an appointment.When I informed them of how "ridiculous" this was for a brand new stove that wouldn't operate, the dysfunctional manager told me they didn't need my business and hung up the phone. After I called again to correct this boy's manners, the installer Tom, without knowing the actual facts of what transpired, sent me a profanity-laced text.After several weeks of waiting for an apology that was never forthcoming, I decided to write this review. For obvious reasons, Gem Stoves is not a company I would recommend unless you are seeking aggravation.Maynard PelokePalenville, NY
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October 2022 by Touch of Class
Gem Wood Stove , is a one stop shop , they have the best wood pellets around I tried every wood pellet that another company in the area sold and to be honest they were all horrible with lots of ash and I constantly had to clean my pellet stove everyday , I decided to try Barefoot & Lauzon Pellets from Gem and they are hands down the best I ever used and I will continue to purchase from Gem, They also deliver pelletsWhich is great, I just recently purchase a new Harmon pellet stove them , Kyle is awesome to deal with very knowledgeable & professional their installer Tom is also awesome , very professional he used tarps to cover my rugs , when he came to install my pellet stove , I highly recommend Gem Wood Stove. Company to anyone looking for a pellet stove , wood stove and especially the brand of wood pellets that they sell which are Lauzon & Barefoot wood pellets..Services: Heating system installation