Hello everyone,

Well, we have been having some issues with our two year old Breckwell P23 pellet stove and I was wondering if anyone else has had any issues? Here is the history:

Our stove developed a three inch crack on the back wall of the fire chamber. We emailed Breckwell (there are no other forms of contact other than email or slug mail) and at first, we received fast replies and concern from Breckwell. Then we found out we had to pay for the shipping of the stove back to Eugene Oregon. So $300 (now it's a $2100 stove) later it was on its way to Eugene. Then we lost all contact with Breckwell; at first we were emailed by Breckwell but that stopped when the stove left our house. Six weeks later (yes, we froze for six weeks) we received our stove but that was all. No shipping paperwork, no repair documentation and a very very poor patch job was done. Instead of breaking down the unit and the removing and replacing the defective metal firewall, they simply welded a two-times as thick piece of metal over the crack. They even said this, as quoted by Breckwell, was the first ever of this defect type they hard seen. I am very hesitant to use this stove without a document from Breckwell stating it was repaired and is still guaranteed safe to operate. We emailed them and emailed them and they ignore us now.

Has anyone else ever had this much trouble with Breckwell. I wish I would have bought a Quadra fire instead of this poorly built stove from a company with poor customer service.

I can't help you with your specific problem, but I might suggest the following:

at www.google.com search on the term "breckwell complaints"

check out www.hearth.com web site, more specifically, their forum here:
http://www.hearth.com/econtent/index.php/forums/

I checked out Breckwell's web site, and they don't have one phone number listed. I assume they have their dealers handle all the complaints. Stupid question, but have you contacted the dealer you bought the appliance from?

Looks like Breckwell is located in Texas.

Breckwell Hearth Products
Sales Office
1018 Avenue M
Grand Prairie, TX 75050

Good luck.

Thanks a bunch. Yeah, they seem to not want to deal with customers. Whata shame. I did post there and its called "Breckwell customer service problems". And the dealer is gone now also so I now can not even bang on his head for help (joking). We will send a registered letter demanding documentation of repair and safety or take then to small clains court and try to recoup. We dicided to by a Quadra-fire next btu need to get some cash first. I am not somfortable buring this stove without documentation it is safe.

Mr. Suggins

We recently replaced our pellet stove and did a lot of research. Harman is by far the best manufacture of pellet stoves. We bought a top of the line Harman and are very pleased. Whitfield comes in second. Just make sure that whatevery brand you buy, you can get is serviced locally. This was our problem with our old stove, no one locally sold or serviced the brand (Austroflamm) anymore. It was old, but was a very expensive model when new.

Well, since Breckwell will not respond to our emails or letters we are taking them to small claims court for the cost of the stove and the shipping.

We bought a Quadra-Fire two weeks ago instead of risking using the not so well repaired Breckwell and the Quadra-fire is way better and works very well. Much cleaner by far than the Breckwell and more hearty.

I could not find a Harman dealer around here that had a pellett stove, just wood stoves. I would use the Breckwell if I had proof it was repaired by Breckwell and Breckwell said it was ok (via documentation).

Thanks for your input and help,
Mr Suggins

If you look at the Breckwell website at www.breckwell.com you will notice on the left hand side a link titled "CONTACT US". You will find contact information there. In addition, in the FAQ section you will find phone numbers listed frequently. Also, if you click on the link in the upper right hand corner titled "FIND A DEALER NEAR YOU" you will see a map of the US and Canada. Click on your state and you will see a list of dealers, and at the top of the page the distributor.

Ideally your dealer will be able to resolve any issues. If not, then the Distributor would be the next contact. Customers are always welcome to call Breckwell Direct, but warranty service must go through the dealers and distributors. Breckwell is always willing to help someone diagnose an issue and intercede if a customer is not getting satisfaction from a dealer or distributor. However, the dealers and distributors should be the first contacts if there is a problem.

Sincerely,
William Wilson
Technical Services Manager
Breckwell Hearth Products

Stovedoc- I think you are about 2.5 years late with your post