Business ProfileforHearth Works Fireplace Systems

Their customer service stinks . We were cancelled at the last minute for install due to an injury then wait months with no word . I finally got my own appt with the installer and the store cancels it because they say I never paid up in full , they never told me I had to pay up in full not even the night they cancelled me at 9 pm did they ever tell me . What rude people they are to talk to , they don’t even realize other people work and have to take vacation days to deal with them

We received a call from ***** and she was inquiring about a gas stove. She explained to us that a few other stores she spoke to was a little weary about her install due to a gas pipe. After speaking on the phone ***** visited our store. We went over options more in depth and gave her brochures. About a month later we received another call from ***** and she was ready to order. She choose a stove that we did not have in stock and needed to order in. Unfortunately, the stove that was purchased did have a bit of a lead time and this was explained to her at the time of the purchase. ***** still choose to move forward with the purchase of that stove. We went over our Conditions of Sale, as well as explaining we could recommend an installer. While waiting on the stove to arrive the installer went to the home and did a site visit. The stove arrived and the installer scheduled the install. Our office called to collect the remaining balance on the order and left a message and did not hear back. The installer contacted ***** right before the install date and explained he should cancel as he had a arm injury. When the installer reached back out to reschedule he had brought to our attention that ***** asked to hold off for now. A couple of months went by and the install was rescheduled. The office called again to collect the remaining balance and again had to leave a voicemail. We never heard back so the day before the install we attempted to call again and again had to leave a message. The office called the morning of the install and explained in another voicemail that the install would need to be canceled due to nonpayment. It seems that Hearth Works, maybe confused with the installer and who is who. We are two separate companies. Beyond that we tried every attempt to make sure this process went as smooth as possible for *****. As of now we have spoken to her, payment has been made and install is scheduled. We hope once installed and up and running she will look back at this review and see that we were able to do a job other stores would not touch and was able to get her exactly what she was looking to add to her home in time for the up and coming heating season.

You forgot the propane conversion kit the day of my installation , something that’s typical in a stove installation and nobody is at the store that knows anything about them . This is the kind of poor customer service you get from this outfit . You also told me my new stove would not fit my old stove hole and that you would have to put a hole in my house . Guess what the stove pipe fit ? How can you not know these basic things that go with any stove installation? All the measurements you take and you can’t even tell the stovepipe will fit or not ? You cause a lot of customer anxiety for no reason . I can’t check my stove and see if it works because there’s no conversion kit for propane lol so much for getting a working stove . My installer has to drive back to your store because nobody there knows anything either what a waste of time for him on something that should have been included if anyone actually cared enough to give good service . As for calling me and not getting amy answers , my phone shows no messages from you and I was talking to you over email ? How come you couldn’t shoot me an email asking for payment it would have taken you two minutes . Your ridiculous your customer service sucks