Hearth Haven

Horrible… very unprofessional. Would not recommend them.

Everyone I talked to was very professional. I got the parts I needed the same day as calling. I could have bought cheaper online but appreciated their service so I bought with them.

This is in reply to the owners reply below. Normally I would not follow up but there are some grossly inaccurate comments made by the owner. First off, they were not out to the house within an hour of my call, it was two days later. Secondly, we did not purchase the fireplace through them, as it was already in the house when we moved in (which I told them when I initially called). I found them on Unilocal and called them because of there reviews. We try to use small businesses to support the community and we’ve found you usually get better, more professional service with small businesses (not the case here though).
When they initially came out to the house, the faceplate was not removed and there was not a pile of screws left under the unit. I removed the faceplate in front of the technician to try and assist. The technician did not tell me they had to order a part. He told me he would take it back to the shop and clean it out, and try to get it back in a couple of days. No one ever called after a couple of days which prompted me to call them. I told them several times that we were entertaining family for Thanksgiving and that the fireplace was our primary source of heat for that half of the house. They told me they will have to order the part and it should be in after a couple of days, which it was not. That is what prompted me to call several more times. Each time being told it would be a couple of more days. I was never told the reason it was taking so long. When the part did come in, it didn’t take 48 hours to get out to my house, it took 4 days.
And they even cancelled a scheduled appointment before finally making it out to the house.
I fully understand Thanksgiving is a busy time for them, but don’t tell me it’s going to take a couple of days if it’s going to take 3 weeks.
When they fixed the valve, the technician left my house with two screws missing from the glass front, and the 20 lbs metal faceplate just leaning against the fireplace with one wrong screw in the top holding it in. I never told them I was satisfied with the job they performed. Though I am not a fireplace expert, I am a military veteran with years of engineering education and it took me all of about 30 seconds to see the fireplace was not put back together properly. I called yet again to have them come out to fix the mistakes that they left. Regardless of who took the faceplate off and what screws were there or not, if you are professionals in the fireplace field you should NEVER leave a job they way they did.
I stand by my review 100%. The worst part of my experience was the fact the owner never once apologized or asked for my side of the story. He only took the technician’s word. It sounds like they will not be able to improve on there service until they start listening to their customers. In my opinion, this company has a lot of maturing to do before they can provide quality service.
We can agree on one thing though; I will never be using them again.