The Source for home comfort

Bill and Diane very professionnel very imformative

Bill graciously and patiently provided expert advice and very reasonable prices on the materials I needed for my project. The man is an encyclopedia of knowledge and 2nd to none in his trade. I'll never go anywhere else for my woodstove needs. Thanks for everything, Bill

I contacted The Source to fix and WETT certify a wood stove that was already installed in a new home I recently purchased. I spoke with Bill who was initially helpful and was able to send out a technician quickly to have a look at what they were dealing with. After speaking with the technician he informed me a lot of work was required to get the stove up to code and in good working order. The technician also gave me a run down of all parts required. After speaking with Bill again he provided me with a quote and I agreed to have the work done. I left a 50% deposit and was awaiting for parts to come in before work could begin. During the month it took to get parts in I repeatedly had to call to get an update on when work could start. The answer was always the same, "just give us a call back in a week or two if you don't hear from us". When I'm the customer it should not be my responsibility to be constantly checking in. The final time I called to check on an install ETA I was told all part would be in the following week. The following week I called to confirm all parts had arrived and our scheduled Saturday install date was still a go. No one, including Bill could tell me if the parts had actually arrived. When I insisted I needed to know to plan my weekend I was told Bill was coming regardless (I guess all those parts were not needed after all, I was charged for them though). During the install Bill thought it was a good idea to discuss his employee that was working with him that day, the fact that the employee had only been on the job for 2 days, had a substance abuse issue, and other personal details. I was floored to be hearing this. After all new piping was installed Bill thought it would be a good idea to spray paint the pipes while installed getting flat black spray paint all over my almost new wood stove (just left it like that). Bill also said I needed a probe which was essentially a thermometer. I agreed as I no nothing about wood stoves and Bill went ahead and drilled a 1/4" hole in the piping for the probe. When pressed where the probe was Bill said he didn't have any with him and that they were back ordered. Who drills a hole for a part they don't have? Bill told me I could easily pick one up on Amazon. Now I was left searching for a probe and I had to pay for it! I just paid him 4k for all the work. Bill and his employee finished the job and left. The next day I noticed the woodstove now sounded like a jet engine with huge amounts of air now flowing through or sucking up the pipes. The noise was so unbearable we had to keep turning up the tv to block out the sound. Not to mention it was hard to keep a fire going. I reached out to Bill to let him know about the issue, Bill immediately told me it was the stove, nothing to do with the work he performed. I was surprised as he hadn't even looked at it yet and it made no sound previously. When asked what could be done, Bill told me he had no idea as he didn't know how to fix my particular brand of wood stove. I was shocked as he had agreed to previously do the work on it and I paid handsomely. I told Bill there must be something he could do. Bill told me to reach out to the manufacturer and tell them about the problem and see what they say. Again I was shocked as to why I was being asked to do their work. I know nothing about wood stoves which is why I hired an expert. Bill told me to tell them I installed the liner and not a professional. Bill also told me the particular manufacturer didn't like him since he dropped their brand. Essentially I was being asked to lie. Regretfully I agreed to email the company as Bill told me that would be the fastest. After not hearing back I started to get mad about the whole situation. I reached back out to Bill and asked for a partial refund as the whole process with the Source was getting ridiculous, and unprofessional. I was offered nothing. After some back and forth, the Sources story changed at least 3 times (all documented in emails). I finally gave up and have reached out to another company to complete the job.