Jotul USA Inc. — Fireplace Store in Gorham, Maine

• john smith★☆☆☆☆
  2 years ago

  Contacted customer support twice and never heard back. Then I posted a bad comment on Facebook and they deleted and blocked me almost instantly. So they would rather ignore a paying customer and not help them feel like they bought a quality product. DO NOT BUY A JOTUL. This is basically what I wrote to them and never heard back. We recently purchased new Jotul F500 wood stove, but we had a few concerns. 1. There is rust underneath the front ledge of stove. 2. Within two weeks the paint on the front handle is coming off. 3. The bricks in the back of the stove were very roughed up. They looked unused but were scraped up. 4. The white stripping located on the inside of the stove at the top is loose and falling off. 5. Some of the hinges do not look correctly installed. 6. Having a annoying whistling sound every time we light the wood stove until it gets warmer. I contacted the dealer and they state this is all normal for a Jotul Stove. I can not believe that a high quality stove would have such defects and inferior design. Our last wood stove was half the price and looked in much better shape than this after three years use.

• Robert Beardsley★★★★★
  9 months ago

  We’ve been working with Jøtul for years, and their products never disappoint. The craftsmanship, performance, and timeless design of their stoves are second to none. Customers love the quality and reliability, and as a dealer, their support and commitment to excellence make them a standout in the industry. Whether it's wood or gas, Jøtul delivers the kind of lasting value you can truly count on. Highly recommend!

• Darren Koeppen★☆☆☆☆
  a year ago

  Jotul North America What's it take to get a return call/email from a rep? Since it's been 3 weeks with neither after repeated attempts on my end. I'll just put this out there for all to see the issues with your product.... and never mind the customer service. The specific issues include: 1. Warped Baffles: The baffles have warped and been replaced one time, and are currently warped again awaiting professional inspection. 2. Blower Motor Failures: The blower motors have failed four or five times. Some were warranty replacements others I've purchased. 3. Repeated Rheostat Failures: The rheostat has required replacement five times, again some were warranty replacements and others I purchased. It's currently bypassed as it's failed again. 4. Cracked Ash Pan: The ash pan developed cracks in the front near the glass and required replacement. 5. Secondary Combustion Tubes: The secondary combustion tubes fail to ignite, reducing the stove’s efficiency and performance. It was determined there were multiple cracks in the corners that required welding to repair. Even after the repair the the front and rear tube fail to ignite with a seldom burn on some of the middle tube. Welding was the"fix" suggested by Mark Lewis to my tech at a trade show. I've followed a series of instructions given about firing the stove hot and closing the air and watching the tubes. Upon trying this I obtained a temperature of 792°, recorded across multiple spots on the baffles. Unfortunately there was no secondary burn. These problems persist despite careful usage and adherence to the manufacturer’s guidelines. I have also ensured that only properly seasoned wood is burned in the stove, approximately 5 cords annually. Given the repeated failures of critical components, I am concerned about both the stove’s quality and long-term durability. I kindly request your guidance on how to proceed with addressing these ongoing issues. Additionally, I would appreciate any recommendations for permanent solutions OR possible replacement options under warranty or support programs. So yeah about 5k invested in a stove and install and the stove literally is falling apart in 6 short years. There is zero customer service as it appears you company's chosen to just take our money and leave us hanging. Never again will I buy a jotul product

• Margaret H★★★★★
  a year ago

  We had an issue with the glass panels shifting. We were concerned that it was a safety issue and wanted to hear directly from Jotul. I phoned and within about 15 minutes I received a callback from an expert technician who listened to our experience and reassured us regarding the safety. Very helpful and responsive.

• Jane Doe★☆☆☆☆
  9 years ago

  Upon purchase of a wood stove we were told we would get a $100 rebate which was mailed around Oct 10. After waiting 8 weeks our dealer called Jotul & was told the rebates wouldn't be sent out until after the 1st of the year. Most rebates are mailed by 8 weeks not 3 months. But then again, what does "after the first of the year" mean? Seems pretty open-ended to me!

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