Hearth Designs

We bought a new Harman Pellet stove From these guys a few months ago and had a problem with it the first two weeks. They came out and fixed it immediately. About a month later we had a second issue and one more issue a week later. By that time I was ready to toss out the stove. But these guys were great and guaranteed the stove and their service and put in a new fan and it’s been running great since. Integrity is how I would describe the service guy who came out to do the work. It’s an excellent business.

There are two main people who work here. I have no idea what their names are. For the sake of ease, let’s call them Billy and Marcia. Billy is great. He’s extremely knowledgeable about his products, takes the time to thoroughly address any and all questions, and is friendly and easy to talk to. Marcia is not nearly as helpful or engaging. Whenever I go there, I always help I’ll see Billy because I know he’ll hook me up. Case in point: I had a problem with a product I bought from them. I brought it in, Billy tested it out, quickly determined that the product was defective and gave me a brand new one no questions asked. I took that new product home, started using it and lo and behold, it crapped the bed after 5 minutes. So I had to drive all the way back there yet again, but unfortunately Billy was indisposed so I had to deal with Marcia. She seemed annoyed at having to deal with me again (even though I had to twice drive there in the span of an hour) and then started questioning me about why I didn’t have some components that came with the item. I explained to her that everything they gave me was, in fact, in the box but she still was giving me an attitude. Finally she read through the package contents and realized that these components no longer come with this product, but, in fact, were with an older model. Of course, she didn’t apologize to me and sort of grudgingly gave me a replacement, as if I was somehow in the wrong because they sold me a defective product. Anyway, I like the idea of pellet stoves and I like supporting local business. I will continue to patronize Hearth Designs because Billy is so awesome – I just wish he could teach Marcia a thing or two on customer service.