Customer service is NON-EXISTENT. Nobody answers the phone, tried several extensions. When you get through their voicemail hell to tech support another recording tells you to go to your dealer.
In other words, buy our product and don't bother us.
I purchased a Monessen system last year from a local dealer in Charleston, SC. We went to use it this year for the first time and it stopped working. I sent pictures to them of what I saw and they said that I needed to pay them $120 just to come and look at it. I am sure that the know exactly what has happened as I myself have a pretty good idea. It was professionally installed and inspected so why should I have to pay for them to tell me that I made a bad decision last year by buying this unit. Why should I throw good money away on a lost investment? They said that your company offered only a one year warranty so I guess I have thrown several hundred dollars down the drain to use your product maybe a half a dozen times at most. Being that we live in the south this was purchased mainly for the ambiance and to take the chill out of the morning air from time to time.
I can't believe that this is how you want your customers treated and would love to hear from you directly about our issue. I have owned other systems in our previous homes and never had an issue during my 25 years of home ownership. I tried to attach a photo but this site does not allow me to do so. It looks like where the wires connect that it has burnt up and melted.
Feel free to contact me directly and I will provide you with my sales receipt, installation invoice and photos of my unit.
A VERY UNSATISFIED Customer,
Jeff
The company is out of business. The original owners actually sold prior to the 2008 market issues. The new owners tried to keep things going by adding first Vermont castings then merging others. Ultimately the dealers were to service the fireplaces. There were also individual fireplace repair people, ....i'm not sure if they are still in business. I worked in the technical service group.
Monessen provides absolutely no help from technical support; this is all farmed out to their suppliers. They manufacture Lexington Direct Vent Gas Fireplaces but will not help their customers with any service issue, even when the local supplier will not provide support. Good luck with that!
Do not buy from this company. Their dealers are thieves, and they do not care as long as they get their money. 3 seperate complaints with no contact back or resolutions. Not the brand i want or used to be. Greedy corporate
monessenhearth.com