GHP Group

I purchased a Pleasant Hearth pellet stove via The Home Depot and from day one there were issues. The packing box arrive soaking wet and after opening the stove it had rust spots on the main body.

Home Depot fix that issue but it was just the beginning of a whole string of problems. The stove would erratically shut off and after calls to GHP i eventually got them to send out a replacement controller. Because of inadequate packing it arrived smashed. Weeks later they sent out a second controller which after i fitted seems to solve the problem.

The window was constantly getting covered with soot and within a 12 month period the stove pellet pot would fill up within a few hours with part burnt pellets. The following autumn i sent out e-mail after e-mail to try once and for all to get the stove working correctly. After all it was supposed to have a 5 year warranty ? I never received a reply to my e-mails.

I live in a very remote part of Maine so cell phone reception is bad at best, so to call this company i have to drive 23 miles to Waterville where i can make calls without them dropping. I called the customer service number and held on for 1 hour 44 minutes without anyone picking up the phone. Next day i again drove to Waterville and called again. I was able to leave a call back # and about 4 hours later i received a call back.

I relayed my issues with the stove but the agent was clueless. He had no idea what was wrong and asked me to hold on after waiting a further 24 minutes he hung up and i was back to square one. It seems to me that this company has so many complaints they have farmed out their customer service to a foreign company who if you ask them something off script they cannot answer. So here we are its around 25F and again i have stove that does not work.

Adding to the previous issue a few days ago the fire door latch snapped off, the door open and filled the room with smoke.

Now everything smells of smoke and is covered with a grey dust. I registered a complaint with THE BBB but so far even they are not able to get GHP to reply !

We purchased our vent free fireplace in 2017 used it for three seasons, the last two seasons we had issues with keeping the piolet lit, replace thermal coupling, after troubleshooting in I realized it was the gas valve. So September of 2022 I called to get the parts, only to find out that the parts are discontinued.

So I ask if I could buy a complete new version fire box since I already have the mantel. I was told no they wont sell me that. So this left me with the option of buying a complete new unit. So ok I decide to buy it and ordered it.

After over a week it hadnt shipped, so I called to follow up. The women confirmed that everything I ordered was in stock but didnt know why it hadnt shipped, she said that shed check with the shipping department and call me back,,,WELL never heard back from anyone so I sent an email telling them that I was very happy and why and that I wanted to cancel my order. Why would I buy another unit from this place. I got an email back that really showed how little they care about a returning customer, returning even after I wasnt overly satisfied with the first product and the lack of available parts GHP Group, Pleasant Hearth and its many other brand names lost my business for sure..

Not just this sale but our vacation home were buying this week that and were putting a gas fireplace insert in. I wouldnt recommend this company product and customer service are horrible.

I received a part that is incompatible with my grill after using the part numbers recommended by GHP customer service. The representative helping me before I ordered asked me for my grill model number and then recommended the specific parts that I needed.

I ordered the exact parts recommended by GHP and the parts did not fit. I contacted customer service and provided them with the email from their representative showing what he recommended, but they refuse to refund my money or pay for a label to ship the items back because they are stating that the issue is my fault.

The company is clearly at fault, but apparently they have no ethics or integrity, and prefer to rip people off. I won't ever do business with GHP Group again and I urge you not to give them your business!