American Heritage Fireplace

They were professional and helpful, and I'd have been glad to have them, but we figured out our problem with the help of a friend who happened to come over one day.

Great!

The guys who came out to my home were great but were unable to figure out why my fireplace was blowing in cold air from underneath the fire.  Disappointing but it was not for lack of effort on their part.   My biggest problem with these guys is the office staff.  If you walk in and talk with the sales guys they are friendly and talk a big game but when it came time to send someone out they called and did the olymipic back pedal.   They basically made lots of promises on how the person coming out could help me and then a day before they were to come out a manager basically told the sales guy there is no way we are doing this for this customer, call him and warn him. They called and I still agreed to let them come out in the hopes that the field guys would be able to help.   Follow up afterward done by me to contact them and they promised to follow up in a week or two.  They didn't. I am not surprised.

American Heritage did an excellent installation of the Valor direct vent gas fireplace.  However, the communication between me, the project manager and his labor was terrible.  I felt that the project manager needed to communicate better with his labor and myself about various problems or questions that will always come up on a construction project.  I have a very un level floor and it made for a difficult time getting the hearth to look right.  The problems occurred when this was not explained to me and I was trying to come up with solutions to mask this problem.  Many emails and phone conversations later it was obvious to me that nothing really can be done about it.  I have since made it less of an eyesore by cosmetic adjustments using tile and trim.  All of this stress could have been alleviated had this problem been brought to my attention and explained to me clearly before work was being done.

I called on a weekend evening and left a message for an appointment.  The call was returned promptly the next business morning.  I scheduled an appointment to have them out to ensure the gas starters worked in my fireplace.
They gave me a window of 8a-10a.  Ron showed up promptly at 8:15.  He introduced himself and we went to the first fireplace.  He confirmed what I was looking for, and away he went to light the gas starter. No problems.  Went to the second fireplace and same.  He shared tips about caring for my two different fireplace types, one vented/wood burning and the other vent free.
Ron was on his way out by 8:45.  Terrific service, would definitely call them again.

They did a really great job.

Great experience.  Gave great advice on the various choices.  Came for a review of colors before final purchase decision and installation was flawless.

Very nice. We love it. Great service and very nice installation.

They were on time and very effecient.

The technician arrived at the appointed time.  I showed him the fireplace that was not functioning.  He diagnosed the problem immediately and removed the badly damaged control module.  Then advised me that since the manufacturer had gone out of business, replacement parts were no longer available so that the only solution was to replace the entire mechanish at a substantial cost.  After he left I did a google search of the damaged part number and discovered that the control module, as well as the remotes for our two fireplaces were INDEED available.  I ordered the parts on line, called another company and was told that they actually had the parts on hand and that I should return the parts I had purchased.  Then came, installed the control module in the downstairs fireplace and ensured the both fireplaces responded to the remote controls.  Could have saved $125.00 if I had called this guy first.  American Heritage seemed to be too intent on selling me a new unit.

The tech advised me not to replace any parts and made some adjustments to the existing parts.  When he left the fireplace was working.  Fast forward 40 days later.  The same issue and the fireplace is not working again.  I call American Heritage to get them back thinking for sure there would be no service call fee.  Wrong.  They only stand behind their work for 30 days.   40 days and you're out of luck.  Don't waste your time or money on a company that doesn't stand behind their service.

The were courteous, on-time and knowledgable.  replaced cap in about an hour after inspecting problem I was having.  they were done in under 2 hours.  I was grateful to have it fixed as draft was setting off my carbon monoxide alarm when I started my gas fireplace.  Hasn't gone off since cap was replaced.

They handled everything with great professionalism. Would definitely recommend talking to them about installing a ventless fireplace. IT was a Godsend this winter.

We have an old heatilator chimney system that was installed when our house was built in 1936.  We purchased this house in the fall and then shortly realized that we were unable to open the damper, which meant we were unable to clean and/or use the fireplace.
We had three service providers come out to our house to look at this issue.  The first two providers told us that they box was warped and that there was no way to repair the system.  They also said that heatilators suck and recommended and full install of a new modern system.  Their quotes ranted from $7,500-10,000.
In desperation, I found American Heritage on Angie's List and had a few phone calls with Frank (and sent him pictures in advance).  He told us he would have his best chimney sweep take a look and see if the problem could be resolved.  The guy that came to our house was optimistic and told us he could fix the issue.  He ended up removing a giant stone from the inside of our fireplace that was blocking the damper.  The stone was covered in 77 years of soot.  He then cleaned and inspected our chimney with a camera and everything appeared to be fine -- there wasn't even a stone missing.  He thinks the stone was lodged somewhere in the chimney when the house was built and had more recently fallen down to block the damper.  We were ecstatic that we were able to resolve our issue and only spend $400.  Our fireplace and heatilator work great -- we couldn't be more grateful for the chimney sweep's hard work.  The heatilator system heats the entire first floor -- we love it.
American Heritage was the ONLY company that actually spent time trying to resolve the issue!  We saved THOUSANDS of dollars.  I wouldn't hesitate to use them again!  In fact, we will ONLY use this company going forward.

American Heritage consulted with me on a possible fireplace replacement, and then came and reinstalled my existing fireplace for me (it had been uninstalled by a prior contractor).  
The salesfloor experience was great - Chris was very knowledgeable, and was not at all pushy. 
American Heritage's installers came back 2 times at no charge when there were minor issues with my installation ? 1st time, I noticed there was no metal tape sealing one of the joints on the outer wall of the double-walled ductwork, 2nd time, water leaked in when a tornado passed nearby. 
After the tornado, I had one not-so-great interaction where Chris said American Heritage did not have time to take a look for several weeks and probably would not cover issues even if a roofer found that the leak was due to their installation job, but when I talked to John Dunlevy (owner? manager?), he sent a team out and American Heritage ended up replacing the storm collar on the chimney at no charge to be sure the leak would not recur.
Not giving an 'A' rating due to the fact there were a couple of issues with installation and because of sales staff interaction after the tornado, but still would hire again as in the end staff were knowledgeable and company fixed any issues, including one that may or may not have been caused by their installation.

Customer service does not exist at this business. American Heritage installed a gas fireplace with remote control on October 23, 2012. On October 25, 2013, I discovered the remote (which was under warranty) had failed when I started the fireplace this winter. I sent a detailed email of the problem to the customer service department at American Heritage. One of their reps called me to acknowledge the message and then instructed me to call the manufacturer of the remote unit directly for a replacement. His reason was that I could explain the problem better to them (although I had sent a detailed email to American Heritage). I called the remote unit manfacturer and had to order a replacement unit for $118 to be credited when I returned the failed unit. After placing the order, another American Heritage rep called (evidently no call management at that business) and I told him I had already ordered the unit. He said that I could have stopped by to pick up a new unit and that was their policy - no help at that time as the unit from the manufacture had already shipped. This business has no coordinated customer service department (two return calls from two different reps for the same issue) and, evidently, no stated customer service policy - one rep blew off the call totally and instructed me to deal with the issue myself and the other claimed that policy was to replace the unit. I guess customer service depends upon which rep you talk to first. Ad hoc is not the way to run a business - if you want to keep customers. I will never use this business again, nor will I ever recommend this business to others. There are better companies that have real customer service that deserve the business.

They were very professional and well informed.

American Heritage Fireplace did a great job on everything, with the fireplace. They were very professional, very clean. Their price was really good. They were really timely in doing the work. They were very  much on time. They were great.

Everything went very smoothly and we are satisfied with the product, delivery and installation. They are very reliable and the pricing is reasonable.

I wasn't there when they did the work, but the finished product is nice and so I can't complain. The fireplaces are working out fine.  I like the way they look. They were punctual, they came when they said they were going to.

I expected a wait of several weeks before getting the fireplace installed, but they were able to get the parts and do installation within one week of my making the deposit, so that was good.
They showed up promptly on the day set for service. Installation took about 5 hours or so.
Clean up was good but they forgot some supplies (copper tubing!) outside. Guess that's to my benefit.
I wish that they had more adequately shown me how to use the remote. There's a DVD video, but I find it so time consuming to go through those since it requires going through a slow introduction to everything to get to the information you need. What is wrong with a manual with an index, for heaven's sake?
Overall, the price was good. I had done a lot of research. I did not overpay; I did not get a super great deal, but I got a decent deal.
Just a note. I was at the Milwaukee location. The salesman there was good. But I was with two male friends (who were just listening) and he kept on addressing all of his sales pitch to him. I had to look him straight in the face and say "Look at me. I am the homeowner. I am making the purchase. I have done the research."  That was a trifle odd. 
The blower has ended up being noisier than I would have liked, but that's what I get for not going for a high-end fireplace.
My gas usage certainly went up. I will need to learn to moderate my use of the fireplace.
I love my fireplace and am very happy with the installation by American Heritage Fireplace. 

The men arrived on time and were polite and professional. They protected my newly refinished floors, and left the house in the same condition in which they found it.  This is my first wood burning fireplace, so they gave me tips on how to clean the soot off the glass fire doors, and showed me where the ash chute was located in the basement. They were quick, efficient, and professional. I was very happy with the service provided.

They came out and did the install. Fireplaces are great, installers were in a hurry to get in and out.

They did a good job. The quality.

They are good and the experience was positive.