I bought a Monessen 42-inch Serenade fireplace. I had to remove the burner to install it. The burner gasket tore. I ordered new one from Rich's Fireplace in Tacoma, WA, and parts from Lynnwood, WA. I have been told it was on backorder three times over a month. I called again. Now, they told me it was ordered half an hour ago. Monessen won't talk to me directly and Rich's won't get the part.
Consumer Complaints & Reviews
I cannot get a thermal coupler part to fix my majestic Vermont fireplace bought from their dealer at Fireplace City, in York, PA, about five years ago.
Fireplace City ordered the part over a month ago. I have no way to contact them to get the part quickly. I can't imagine any of their company officials putting up with this kind of treatment if it happened to them in the middle of winter. The gas fireplace was our primary heat source, so we have had to spend hundreds of dollars to activate an electric heat pump to use in place of propane.
I purchased a gas Monessen fireplace from Throughbred Fireplaces (an eBay store). It was new, in the box, with a warranty card. When the fireplace was installed, we found that it had a bad gas valve. When we contacted Monessen, we were told that they didn't honor warranties for products purchased over the internet, which is suppose to be stated on their website. That information was not stated on any printed material in the product box. Monessen has been very difficult to deal with, because they only want to work with their own dealers, even though I live in an area where the nearest dealer was almost 100 miles away, and even the dealers were very slow to return calls. I finally was able to purchase the part, which I'm still waiting for. I had to purchase a valve which was over $200.00 plus shipping, from Monessen to the dealer, and then the dealer to me.
