Mountain View Hearth Products
Columbia Falls, MT

Mountain View Hearth Products Reviews

4.1 stars based on 157 reviews

Featured Comments:

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  Jeffrey Passen

  1.0

  I ordered six parts for my woodstove. The description on their website stated all parts fit my model of woodstove. Two of the parts (left and right sealing plates) were too long. I compared the length to the existing part and they were physically 1/8 of inch longer. Since these are metal and need to fit into a metal inset on my stove, there was no way to cram them in. I sent pictures showing the descrepancy. Their response was for me to grind them down. Not, we will replace them or we will give you a refund. It was, it's your problem. I would not want to grind them down, even if I had a grinder, because it could ruin the integrity of the part. Plus, I paid for new parts, not some part that I had to juryrig. Very poor customer support. They are not concerned about retaining a customer...only making money off of them. Very disappointed!!!

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  Response from the owner

  Hello Jeffrey, Thank you for the time to share with us your experience and feedback. We appreciate the opportunity to hear your frustrations. Our manager will be reaching out to you to see how we can provide better customer service support to you in this specific situation. We truly regret that your experience was less than ideal, and hope that we can provide you with a resolution that meets your needs.

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  Jake O

  5.0

  I ordered a replacement exhaust motor and combustion motor for my VG5790. I am in Western New York and the small family owned company was able to send out the parts in a quick and timely fashion all the way from Montana. I still had an error code initially and after a few days realized I had still not cleaned out all of the creosote in order to clear the Error Code. I had left a review initially expressing my continued problems after replacing the parts and they called me on their own time to help diagnose my problem. I can't speak highly enough about that level of service and genuine concern for their customers. This company is what the competition should model themselves after. You guys are amazing.

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  Response from the owner

  Hello Jake, Thank you for taking the time to share your experience. We were so thrilled to speak with you today and discover that the error you were experiencing has been resolved. We value our customers and really do care about helping them get their units running well. We appreciate your business and hope that if any other issues arise, you will contact us. We're always happy to help!

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  Andy A

  1.0

  Ordered a speciality product that was listed on there website, was told two weeks it would be in. This day and age I was prepared to wait longer. 3 months go by and multiple phone calls to hear they have it and it will be hard to ship because it's glass and may be able to crate at an extra expense, which to me was understandable, but should have been thought out better on their end. Waiting another month to hear a quote for that, which I did not receive. Call back today to check and no update, sorry your busy, but so are your customers as well. 4 phone calls is 3 too many. Will see how fast your cancelling of the order will be.

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  Response from the owner

  Hello Andy, Thank you for taking the time to review us. We're sorry to hear that your experience has been frustrating. As the manager here at Mountain View Hearth Products, I would absolutely love to review this situation so I can provide you with a better resolution or better service. Unfortunately, since there are not identifying details listed with your review, I am unable to find your information. Would you be so kind as to email us at [email protected] and provide your full first/last name or order ID number, so that I can assist you with this concern? Please direct the subject line: Attention Management. Thank you for assisting us in looking into this. We do face challenging times with longer than normal lead times from manufacturers, delays in shipping and transit options, and other factors. While we do our best to communicate these situations, we recognize that sometimes the answers we can provide feel less than satisfactory. We do hope you'll provide us the chance to offer you better service and that you'll reach out directly to us using the method provided above. Thank you - and have a fantastic day!

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