Business ProfileforHearthmaster, LLC

November 2021 I had Hearthmaster install gas logs in 2 different fireplaces (kitchen and living room). The kitchen fireplace has smelled of gas since installation. I have had my plumber out 5 times to test for gas leaks and they can find none, they said it was most likely the shutoff valve for the new logs. I have called this company several times to have someone come out. I finally got a repairman to come out and he said they were fine. We turned them back on and the gas smell came back. After many more calls, the owner finally came out, spent about 3 hours here and pulled them apart. Said everything was fine and put them back together. However, I asked him to turn them on before he left and they would not turn on. So he pulled them apart again. He was trying to pinch two pipes together to stop gas from leaking out of where he thought it could be leaking from. That's when I got very nervous. I told him since they were under warranty I wanted a new set. He agreed to look into it and said he would get back to me. He has completely ghosted me. Not to mention that when he was still trying to come and look at the problem, initially, he kept emailing me times he could come by and when I didn't email him back right away he said he'd already moved on. Who emails someone in 2023 for time sensitive information? He did not want to come and look at the logs. Now this season, I went to turn on the other set of new logs in the living room and they won't turn on. I am now going to hire another company that knows what they're doing with GAS and have the ************ replaced and see if I can repair the living room ones without replacing them. This has been a huge headache and a lot of time invested in trying to get a resolution. I don't think a company like this should be installing gas appliances in peoples homes!