Superior Stone and Fireplace LLC

If I could give this place zero stars I would.  We wanted to have a would pellet stove installed.  The Regency Fireplace web site recommend a couple local dealers.  We chose Superior Stone and Fireplace in Hamden. We got an estimate and signed a contract. They ordered the stove told me it was in-stock, they changed install date after telling me stove was not in yet. They finally come to install and send 2 guys who have absolutely no business installing these stoves. They obviously had no carpentry skills/training nor did they have any professional stove installation training/knowledge.  They destroyed my house. They cut a hole in my house with what looked like a butter knife. They cut through a load bearing stud and removed my insulation. They broke sheet rock and did not repair. The wall thimble that secures exhaust pipe in wall was missing screws and bowing out causing cold air to come in, they damaged the clean out T-exhaust and patched with some type of silicone. The exterior portion of pipe was installed improperly...Fire Marshall and Building inspector have deemed stove unsafe and ordered it inoperable....it was finished on 11/16, I started complaining that day, it's now 11/23/21 and still no repairs. They were supposed to come on Monday 11/22/21 but did not show, no call or email. I called they said they needed to order the pipe. Home depot has the entire exhaust piping kits in stock as well as every other place...so now they tell me either Wednesday or after Thanksgiving....I have filed complaints with BBB, Attorney General's office, and with Regency.  They have not responded to BBB complaint.  I will next be filing a law suit, 5,000 dollars gone.......

In the fall of 2016, we had a Mendota gas fireplace installed by Superior. Ever since, there has been a substantial draft. We believe this is due to the installation not being done properly (insufficient insulation). Based on our observation, it was not even close to what is described in the manual. (But we didn't know that then, because we trusted that the installers would have known what the manual would recommend.) When we brought this to their attention, Superior sent multiple different people back to attempt to fix it from the outside, but none of these attempts made much of a difference. We suspect this is because they did not solve the root problem. Eventually, they blamed it on the house and refused to provide any additional help. We have finally found someone who seems to understand the problem and will be fixing it, for an estimated $2000.

I found Superior Stone and Fireplace LLC as an official dealer for my brand of gas insert fireplace. After agreeing on a date which is was one month away I was told that a 50% deposit would be required to hold the date. That is ridiculous. I'm not giving money to a business that I have never worked with in the hope that they may do a good job and actually do show up on time. Either Superior Stone and Fireplace LLC needs cash or doesn't trust its customers. Either way not a business I recommend or trust.

Bill, the owner is wonderful to work with. Pleasant, knowledgeable and extremely accomodating. His carpenter Mike was very helpful in scouting out the job and giving ideas. We decided against the first design we had worked out, and Bill came out and helped us rework the design. Mike then made a final visit to remeasure, and did a beautiful installation of the woodwork, as well as the cement board which is required for the stone install. The stone we had ordered was on back order; Bill was willing to order a different product, or wait for the arrival per our preference. The delivery was delayed further by a steveadore strike. When the stone arrived, it appeared that the product had been reconfigured from the one shown in the brochure and the sample we had seen (more white stone mixed in). My wife was very concerned that the look would not be what we wanted. Bill graciously took back most of the stone (leaving enough for us to evaluate) and ordered samples of two other products to ensure our satisfaction. We eventually stayed with the original product, and Mike came out directly and with his assistant Arturo, did a wonderful job installing the stone (single day). We let Bill know of a few areas where the gaps beween the panels were larger than optimal; Arturo came out directly with grout to fix the situation- he then realized it would be best if he used several color grouts (based on the stone mix) and came back the next day to complete the job. At no point did Bill pressure us for payment before our satisfaction. The wall is magnificent, a fantastic addition to our house. Bill is a wonderful person to work with. His office manager Justine is pleasant and efficient, and Mike does a wonderful job in both carpentry and masonry. I would recommend them in a heartbeat. I would also note that the ultimate price was $2000 LESS than the estimate because it required less stone than ordered, and Bill did not charge us for the unused boxes. We received an estimate from another contractor which would have been twice the price.

Exceptional experience beginning to end. Over the phone and email they helped me find a product in my price range, with the heat output I needed. Installation was fast, clean and professional.

This was a very long and frustrating process. We shopped around and decided to go with Superior because they had the best BBB rating of the companies in our area we were considering. We ordered the pellet stove insert in February 2014, and understood it was on back order. Estimated delivery was about 3 weeks. Even though this was nearing the end of the heating season, we went with the purchase. The timeline was not realistic...Superior told us the factory had manufacturing issues and the back order timeline kept getting extended. The communication between us and Superior was okay. I called regularly to make sure they didn't forget about us and my calls were usually returned by the woman who works the front. The owner sold us the product and after this waiting had gone on for several weeks and then months, we would leave a message to speak to the owner and he was not consistent with returning our calls. I finally had to pack up my kids and go to speak to him in person. He was in contact with the company and we believe he was making a goodhearted effort to get us our product.
The product finally came in and the company sent the wrong sized cover panel.. The stove was functional but the correct part had to be reordered. The same wrong part came again but was not discovered until the technician was at my house. So his time was wasted and mine also for an appointment that would have to be rescheduled a third time. This time I went to the store to speak to the owner, He stated he wasn't aware the wrong size was sent a second time and made an impressive show to ensure the correct piece was ordered and shipped overnight. I asked him if he could throw in a wireless thermostat at cost for our troubles and he agreed. The tech comes back 2 weeks later with the part and it's correct! However he knows nothing of the thermostat so he drives all the way back to the store and then returns to my home and I find out it's a wired thermostat. This was maddening because the pellet insert already came with a wired thermostat. The tech states wireless thermostats are not an option for this stove. So I paid an extra $50 for a second wired thermostat. I was so mad that I was going to return it but decided it would be easier to just let the project be finished and enjoy my pellet stove in a couple months when the cold weather begins. Nightmare. Superior did tell me they were putting in a claim with the pellet stove company to attempt to give us come compensation for the months wait. Months later, nothing from Superior regarding our claim.

I thought they were terrific, from the salespeople to the installers. They were very careful and had a high level of craftsmanship. The job turned out great.