CUSTOM HEARTH & DOOR

They installed a garage door opener in a new home. I have called 5 times to get service as it does not operate smoothly and does not link to either of our cars . Our 18 yr old opener in our old home did not have this problem. Same brand opener. I have lived in Vegas for 35 years and rate this very bad customer service. I leave a message and no one calls. 

Absolutely the worst company... Buyer beware! We purchased two fireplaces and had an overall pathetic experience with those, but that's not the reason for this review. It is the two garage doors we ordered. We paid $2300 for new doors and had them installed as well. Within a couple of weeks one of them fell off the cable spool on one side. I called to have them come out and honor their warranty but was told by the receptionist, (because Kevin Hanshew refused to take the call), "I was told to tell you that the warranty was voided because we didn't install the door openers". Their contract and proposal stated nothing about this "disclaimer". They said they would come out to look at it but I had to pay their $95 call out charge and for any repairs. I was so mad I called another company, Dreikosen door co, who was awesome by the way, and as I expected the door wasn't installed properly. The track was 2" too far out which caused the cable to slip off. (And now a year later it still works great! Go figure!?!?) anyways, I told Kevin I expected reimbursement for the $225 charge to fix their inadequate installation. He refused... And the battle began. After a year of filing a complaint with the BBB, Complaint Case# 90116355 (Ref#114-63845-90116355-7-1100) filing a small claims court case, wasting time going to mediation, the courthouse twice, (not to mention the headaches of filing all those docs) then filing a complaint with the contractor's board for non payment after we received judgment... we actually had to get a Writ of execution to have the Constable enforce the judgment and physically go down there to collect payment! (All available on Clark County public records) So if you don't mind having to go through all that, don't mind having your calls ignored and having half arsed workmanship... By all means, chose them! 

Our home is 26 years old. Our fireplace had no doors on it... just a wire mesh hanging curtain sort of thing.  We have small children who come to visit.  We needed glass doors on the fireplace for safety and to keep the little rocks inside the fireplace.  We contacted Custom Specialties Group and went to the office/showroom.  They were knowledgeable, friendly, and helpful.  After looking at the options, we ordered the doors.  They are black framed, four fold, tinted glass doors made especially for our specific fireplace.  The company which made our fireplace had gone out of business years ago, but C.S.G. was able to find the one company in the country which still makes fireplace doors compatible with our unit.  They facilitated the ordering, along with installation hardware, called us the day the doors arrived, and came the next day to install them.  The doors are beautiful, just exactly what we were expecting.  The installers were precise in their centering of the doors and making sure they were perfect!  They used a large drop-cloth to keep anything from getting on the floor.  They had their own vacuum cleaner with which they carefully cleaned up when they were finished.

I highly recommend this company!!!

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It took many trips to get them to install the fireplace "correctly". The firepit has never worked properly. I had another company come by and fix their mistakes. They installed indoor components for an outdoor firepit which couldn't handle the Vegas weather.

Good - service was performed as agreed to.

Joel came out as promised, installed and vented out the fireplace in less than a day.   Unfortunately my wife was not there at the time.   When she saw where the fireplace was positioned, she was upset.   She had told myself and Joel that she wanted it up off the floor, (more centered in the wall), and we thought that meant approximately 1 foot.   Not so.   She wanted it higher, more a focal point for the room.   Joel had to come back to install a lever, and I asked him if he would raise the fireplace another six inches.   He wasn't real happy to go through all that work again but said he would and only charged an additional $250.00.     My wife was very pleased with the positioning.   Joel Walker was prompt, and really went out of his way to accommodate us.  The fireplace is a beautiful product.

The company that made the part was out of business but they referred me to a distributor who might have the part. I had to do all the leg work, calling the other company, finding the part and the ordering. Then Custom Hearth came out and did the work. The did replace the part and it seemed to work fine during the winter of 2009. When I turned the fireplace on in late 2010, one of the flames shot up very high and it seemed that there was some sort of draft that was causing the problem. I called the company to come out and check to see if it had anyting to do with the gasket replacement or if it was some other cause. They sent someone out who had no idea what the company had done previously. He just looked at the flame and said it must be a draft and he would have to ask his boss about what could be done to remedy the situation. That was the last time I ever heard from them. Not one follow up call. I had to have someone else come out.

At first they came out when they said they would, reviewed everything, gave an estimate, and explained all the options to us. We had a problem with them though. They said they were going to come out the following Tuesday morning to replace the door between 8 and 12. When they didn't show, my wife called to see if they were still coming, but they didn't have the door. They rescheduled for 2 days later. They did show up on time, did an excellent job of replacing the door, and were very clean and neat.

The technician was on time, knowledgeable and thorough. He not only fixed the fireplace that wasn't working but checked the other fireplaces in the house. I have paid less for a service call on this fireplace but I also received less. Custom Hearth said their work is guaranteed for a year.