Rustic by Design — Local services in Morgantown

We purchased a beautiful Jotul fireplace from Rustic by Design. We have had some issues with the service before, but nothing like this. Today, we had technicians sent in by Jotul who found several errors in RBD installation of a conversion kit. We had notified RBD immediately that their work was flawed and that it was turning our stove, house and vent a greasy black. They said that was normal with propane, but agreed to look at it, and, by the way, there would be another additional charge to fix their mistake. We declined. After a long conversation with the manufacturer’s customer service about the newest problem, they sent technicians to our home. Within 45 minutes they discovered four major errors in the installation of the converter kit and had to thoroughly clean the stove and make adjustments. The side of our new home and the vent are now covered with black soot that we must have professionally cleaned. The good news, our stove is now working great!

I have never left a negative review for any company in my life, but I felt that I should share the information this time. To Rustic by Design, I am sorry, and hope you will respond better to the...

Rustic by design is not an honest business.. And Janice is the biggest liar..although the workers seem to lie for her too. I bought a fireplace and came home to a worker wanting to work at 6 pm ...with No advance notice that he would just show up...when I complained, they said " well, he must have left a note" no....there were no notes...it was a lie. The next encounter was with a maintenance call.. I was told the repair man was to arrive at 11 am. At 12' I called the company..they said he was stuck in traffic and would arrive by 1 pm...when he arrived , he said " no one told me I was supposed to be here at 11am, so I didn't leave until the called me at noon" I called Rustic by Design and they said I was lying. The fan on my 2 year old gas fireplace needed replaced, no warranty, no compensation for the 2 hour wait. The fireplace is constantly beeping at me....needs batteries, needs reset, needs maintanence......it is a huge headache... Oh, and they said they would hook up the Internet box above the fireplace for the TV..ummm all they did was notch out an area in the wall .....I will NEVER recommend this...

Bought a fireplace blower for the wood burning stove in my Dan Ryan built home. $323.00 down the drain. A guy, don't remember his name, confirmed my waste of money when I walked in today. He then offered a discount if I bought a new fireplace unit from them.

Beware of this bait and switch. The installer should have looked at my fireplace and said, "Installing a blower is probably not going to make you happy" and I would have thanked him and paid him for his visit.

Also seems that the woman who helped me on my two visits to the store, I believe she is the wife of the owner (?), knows very little about the fireplaces they sell. On both trips she gave me wrong information. Luckily I was able to get the correct answers from regular store employees.

Hope this feedback (I apologize for how harsh it is) helps this...