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Reviewer Photos & Videos
Cosy CottageNeerim South
Excellent service from Pivot
Greg travelled up from Geelong yesterday (quite a journey) to sort out the hinges on our Esse 990. From point of contact with Pivot Stoves and Heating it was a 48 hour turnaround to have the problem resolved.
Whilst here Greg checked over our stove and showed us how to clean and operate her.more effectively. We just love our Esse as she heats the house, heats our water and cooks our food and creates a beautiful ambience in our home.
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Neo woodheater
Had our Neo woodheater nstalled one year ago now with Pivot Geelong. Very happy with our product. Service was good and price was reasonable.
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williebsydney
- 4 reviews
- 2 likes
air conditioning
After over 20 years of use we needed an air conditioner. Engaged Frost air conditioning who we found very reasonable and informative when asked many questions that were answered to our satisfaction. Very happy with the Fujitsu unit which was installed and is working above our expectations. Would fully recommend Frost air conditioning as a very reliable company to do business with. Congratulations to Frost.
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Missing flue kits
Short changed two flues and accessories . Poor customer service . Blamed us for 'throwing 'the items out . Be very careful when ordering online . Request a goods inventory list on delivery .
6 comments
00056920 . Keenan Adonis was the person of contact within your organisation . You also have the phone number of the registered wood fire installer we used . He can reconfirm what was missing with regard to the flues .
Regards Bill
Pivot S.Pivot Stove & Heating
Dear Bill
Keenan has not worked for us for over 2 years : why have you waited this long to raise this issue?
Rather than putting a Review on line, a simple phone call to us and this would have been re... Read more
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jd_1969Melbourne
- Verified customer
Terrible experience with Pivot Dandenong
Posted this on Pivots Facebook review page a few days back:
"Don't know about the Geelong branch, but Dandenong South is easily the most unprofessional, disorganised and dishonest supplier I've ever dealt with. Can't believe they're still in business."
Their response was this:
"Dear Jason Sorry you feel this way. But as discussed, we are unable to dispatch your heater with no payment. You may feel this is dishonest, but it's not uncommon to pay for any goods before delivery"
They have deleted the same comments on other posts and blocked me. No surprises, but they've coloured that response.
...Read more
2 comments
Pivot S.Pivot Stove & Heating
Dear Jason
As mentioned, we are glad you have received your deposit back and we have, at no time, ripped you off... Read more
As per our comment in relation to your abusive nature and aggression to our staff: we stand by this Its fine for you to go to all social media forms to defame us : but there is two sides to this story, and we believe that we have the right to defend ourselves after the abuse and aggression you showed us We are not attacking you, but just also stating the truth Jason, please move on - with all the attacks you are giving us on all social media, its obvious you are upset - we have not intentionally gone out of our way to trigger your aggression, but hope you can move on nowThe truth is claiming abuse and aggression to try to deflect your conduct is just sad. If calmly insisting you either keep your word or refund me is abusive, then you're far too sensitive to be in a c... Read more
ustomer facing business. Perhaps if you spent as much time learning your lessons from these types of failures, rectifying the processes and actually booking in and performing customers installs as you do manufacturing justifications for your behavior and unprofessional approach to customer service, you would get better reviews.Similar opinion? Write a review on ieatwords.com.au!
kurjanandUrbanoSouth East Queensland, QLD
- 2 reviews
Excellent Working Relationship
I have been working with Greg and Pivot Stoves for a little over two years now. In this time I have come to know Greg and the team at Pivot Stoves extremely well and I can confidently say that their professionalism, their passion, their level of service is nothing short of excellent and something I can rely on. Greg has been nothing but supportive to me as a newbie in not only the heating industry but also in the retail industry. He has become someone I can rely on to provide the very best in knowledge and support. For this I sincerely thank hi...Read more
m from the bottom of my heart. Naturally this translates to the customer who can always expect the very best in customer service, expertise and professionalism. Pivot Stoves offer an exceptional range of products which represent some of the very best available in Australia.1 comment
Thank you for your very kind words.
The passion Greg has for supporting our industry is something natural to him : and his passion is passed onto all around him...
Again, thank you for your review, we will ensure this is shown to Greg
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MattyAdelong
Esse Greenswitch
I wanted to share our experience with Pivot Stoves and Heating and the staff their I have dealt with. We bought an Esse Greenswitch fire with 4 radiators initially and had it installed. We found that we had some problems with boiling and contacted the guys at Pivot to troubleshoot the options. Suzanne went above and beyond in helping us and while it took some different methods we still were not solving the problem. Far from shirking away from the issue Suzanne went a far as offering call in to see us but as Greg is out and about and has decades...Read more
of experience in hydronics we had him call in and look over the system and offer some alternatives which we did and I can now say we have the system I had hope for. I have only good things to say about the service we had and am very grateful for Suzannes commitment to helping us get our system working properly and we are thrilled with how our system is working. Looking very much forward to the winter this year!!! Thanks so much to Suzanne and Greg.1 comment
Pivot S.Pivot Stove & Heating
HI Matt
Thank you for your review : we will pass on your thanks to both Suzanne and Greg
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Love our fire
Thank you Pivot team for your advice and wonderful service we love our Antique White T4 everyone that sees it falls in love.
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Quality Products
Newmans Heating Shops in Burnie and Devonport are proud suppliers of Pivot Stove & Heating products in North West Tasmania.
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Customer Service & Product Knowledge
I find pivot customer service to be excellent, friendly, they listen to what I want and assist as quickly as possible...
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- Verified customer
Very disappointing
I wish I had been able to read product reviews before I purchased a wood stove here. Friendly at first but everything went downhill after installation.
3 comments
Pivot S.Pivot Stove & Heating
Hi Rural Girl,
We would love to assist you troubleshoot the issues you are having with your stove, can you please email us at [email protected] with some more information?
Hi Pivot Stove,
My issues since purchase were similar to those of others here.
Like Mick, we had an incorrect radiator installed, after it was swapped for the correct one, I had to patch the holes in my baltic pine floorboards myself.... Read more
Pivot S.Pivot Stove & Heating
Dear Rural Girl
Disappointing that you have not put your name here to identify who you are, or replied to our request for you to contact us directly to assist you here - its challenging to be able to offer you a correct response... Read more
One major issue ALL wood fired hydronic systems have, is these are individually designed to suit each customers needs Esse alone have between 700 >900 cookers supplied into Australia every year, in the last 10 years there are now over 10,000 esse cookers in Australia - we do our absolute best to give every one of these cookers customers the best service and advise we can Our web site has extensive video's, down loads and help sheets : but as mentioned every customers home is different and its challenging to have "one manual to suit all" On top of this, we run FREE programs right across Australia. These programs cover everything from Hydronics 101, to servicing your esse, and even courses on how to cook and get the best from your esse AND on top of this, you are correct, our CEO ( plus our tech's) do our best to visit any customer that has any issues the local dealers are unable to resolve The last number of visits our CEO has done, the issues were more to do with customers needing assisting on how to use, training on how to clean the stove correctly - and wood, the issues with customers struggling to have dry wood ( using wet wood in any fire is never good.. especially in a cooker that has high efficiency) . The cost to offer these call outs were not charged to the customers : but Pivot Stove covered these service calls You are 100% correct, these cookers are special, they are not something you rush in to buy and there is a lot of stress in building new homes - so when there are changes in house plans, or radiator positions - there is always a lot of emotion here As all review sites, you very rarely get all good reviews (unless you are paying for them) - but with over 10,000 esse cookers in Australia, all negative reviews we do get, we address to the best we canSimilar opinion? Write a review on ieatwords.com.au!
NatashaStrathbogie Area
'Greg'- The Stove Whisperer
It’s interesting to read other people’s reviews of Pivot. From our interactions with Pivot, the negative reviews are quite surprising and in complete contrast from ours. Our experiences have always been positive when dealing with the staff at Pivot, especially Greg Parker-Hill.
After building a new house, we know very well that there are many companies who mess you around; hand-ball responsibilities when something goes pear-shaped, or simply do not respond to phone or email enquiries. The staff at Pivot have always responded promptly to any o...Read more
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Pacific Energy Neo 1.5
Pivot Stove and Heating have been wonderful to deal with. They were so helpful in picking the right product for us. We love our Neo 1.5 and it heats up the space better than we expected.
We are looking at purchasing another wood fire and will go straight back to Pivot to make this purchase.
Thanks again for such wonderful assistance.
1 comment
Pivot S.Pivot Stove & Heating
HI Nicole
Thank you for your comments : we also love the Neo heaters..
And we LOVE getting photos - can you send us a photo?
email to [email protected]
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Ashlee fReservoir
- 2 reviews
Worst customer service I’ve ever had.
I tried to order parts on internet and it wouldn’t let me pay.asked me to ring the company.i left a message 1 month ago and no one got back to me.the other day I ordered parts again to have the same problem.i finally get I in contact with someone to be told that I need to wait 1 and half months for the side bricks.a company like this heading towards winter not having spare parts what a joke. Quick to take my $8000 thou.
1 comment
Pivot S.Pivot Stove & Heating
Hi Ashlee,
We have been investigating your complaint further internally. Firstly we are glad you seem to be enjoying using your Ironheart!
Our sales staff have returned your calls and left messages fo... Read more
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Great looking unit
Probably the most disappointing big purchase we ever made. The installer we were forced to use pretty much didn’t know what he was doing and It has been a major disappointment overall In terms of reliable hot water or heat in winter.
1 comment
Pivot S.Pivot Stove & Heating
Hi Tahnee, we are extremely disappointed that you have had this experience, and these are certainly not issues you should be having. There are a couple of things you have said that are a concern for u... Read more
s. Can you please email us at [email protected] with your invoice number so that we can help resolve this for youSimilar opinion? Write a review on ieatwords.com.au!
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Pivot are fantastic to deal with! I wish there was more companies like them around.
I dealt with Felicity and she was faultless. She always followed up on emails and any questions our client or l had. Works were completed when scheduled and to a high standard. Excellent customer service can be difficult to find in this day and age. Thank you Felicity. We will most definitely be using Pivot Stoves in the future.
Shaun
Ethos Building
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JoDumergueNorth-East, TAS
- 2 reviews
Esse wood stove (990WD) issues & service
I cannot fault the fantastic customer service provided by Greg today! A visit from Greg all the way from Geelong, Melbourne to us on the east coast of Tassie where his expert knowledge and experience solved any issues I've had with my Esse 990WD stove (each issue easy to solve). The solutions to the oven not reaching a hot temperature (solved within minutes when Greg pointed out that the top fire brick in the firebox had moved backwards - probably knocked when I loaded up the wood), blocking some hot air from circulating around to the ovens);...Read more
a flue that was not cleaned properly (easy fix when Greg demonstrated how to vacuum the flue downwards using a vacuum); Greg spent a few hours with us sharing his tips so that we could get the best out of the stove; sharing some great recipe ideas; adjusting the glass and outside doors so they close more easily; and most importantly, how to remove the debris from Esse. It turns out there was a smallish handful of solid spent fuel blocking the flue. After Greg relit the fire, we waited for Esse to come up to temperature so that I could start baking. As Greg predicted, it took 2hrs from lighting a stone cold (500kg cast iron) stove to reaching a hot enough oven for bread-baking. I am impressed with Greg and his knowledge, and extremely happy to learn these simple techniques to get the most our of Esse. Thanks Greg!!Similar opinion? Write a review on ieatwords.com.au!
Esse IronHeart
I had one of these stoves installed via our local dealer and had 5 months of stress with the stove due to excessive smoking.
It turned out the small instruction manual supplied with the stove was for an "old model" and that the operating instructions were not applicable.
I find it bizarre that any manufacturer or supplier doesn't update instruction manuals when they change their product - a $10K stove, a new instruction manual ... ? $5 ??
I feel that if a more comprehensive and model appropriate instruction manual had been provided, I could...Read more
2 comments
Pivot S.Pivot Stove & Heating
Hi Andrew,
We are disappointed that you haven't had a great experience to resolve the smoking issues with your stove - we do try to keep all the manuals up to date on our website, along with all of th... Read more
Pivot S.Pivot Stove & Heating
Hi Andrew
How is your Esse Ironheart now you have had a one on one training at your home with our MD, Greg Parker-Hill?... Read more
(Greg drove all the way to your home to give you personal one on one training on your stove, lit your esse to ensure there was no smoking issues and spend some time with you to run you through how to use your stove and get the best out of it) We would LOVE to offer this personal service to every one of our customers - but as you know, you do live a 2,500km round trip from our offices... As mentioned before, please feel free to attend any of our FREE esse nights we run right across Australia, where we show you how to get the best form your esse ( all with a free meal and drinks )Similar opinion? Write a review on ieatwords.com.au!
AidoGeelong
- Verified customer
Invicta Ove - Wood Heater
We have just installed an Invicta Ove freestanding Heater in our new home through Pivot. It looks fantastic and it works an absolute treat. We wanted something that not only created warmth and ambience but also a fireplace that was a bit of statement piece and room feature. This fireplace has delivered on all fronts. Dealing with Pivot staff was also a pleasure. Suzanne went out of her way to ensure everything went smoothly and her customer service and ongoing communication was top class. Both Pivot and Alex from Modica (installers) worked with...Read more
us closely in making sure we installed the fireplace in accordance with the regulations and helped us obtain a fantastic result in positioning the fireplace within a corner of the room located near double glaze glass and non combustible plaster. We highly recommend using Pivot and their fireplaces.Similar opinion? Write a review on ieatwords.com.au!
- Verified customer
Absolutely love our new wood heater!
We have installed a Neo 1.6 into our home that is 100 years old. We couldn't be more happy with the heater and the professional advice given to us by Pivot Heating. Suzanne was an absolute delight, her care and after sale service was truly exceptional, every detail was checked over for us. So was the team at Modica Plumbing, Alex, we thank you for the fabulous work you did to make sure everything went together absolutely perfectly! We cannot believe the difference this lovely heater has made to our home.
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Questions & Answers
Ruthasked
How good are the Norseman fireplaces? As they are now made in China.
No answers
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Pivot S.Pivot Stove & Heating
Hi Will
Sorry you have had this experience : so we can look into what actually happened here can you send us your invoice number ( we will be able to get your details from this )