Waiting.....and waiting.....and waiting
I had a similar dealing with this company. I had a part break on my Vermont castings woodstove. Not only was in outrageously expensive, but I paid up front and waited over four months to get the part. This was a simple piece of sheet metal that acted as a draft for my stove, and I mean simple.
By the time they called me to come get the part (which they would not ship to my house?) the heating season was basically over. Good luck to your mother.
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