Home & Hearth

I would give zero stars if possible. We purchased a pellet stove from Home and Hearth less than a year ago, and it already has a sensor or motherboard issue. A technician confirmed the problem. When I went to the store, I was told I?d have to wait weeks for service and possibly pay for parts still under warranty. While explaining my concern, the owner interrupted and, in front of other customers, rudely said, ?Your heat bill isn?t my problem.? When I clarified, he raised his voice and said, ?You think you?re more important than others,? and then walked away. The employee helping me also became rude and refused to even check the warranty. This behavior was completely unprofessional and disrespectful. We spent $5,000 expecting quality service, not hostility and delays. I expect immediate warranty service, prompt repair, and accountability for the owner?s conduct.

unknown

Home and Hearth sells quality goods and they do good work. They just give me the feeling that they do not care whatsoever about customer service. Again, this relates specifically to my experience and others may have had much better expeiriences with this company.  For example, the installation of our stove was 4 hours later than what was originally scheduled. Not that big of a deal, but when you pay >$5,000 for an item and you have to waste an entire afternoon waiting for it to arrive, it doesnt feel that good.  Then when the installers show up in your house 4 hours late and are mad because you are mad they are late - and they are also p***** because they are driving shoddy trucks, it makes me start to question the quality of this operation.                                                       We also ordered pellets that arrived hours later than scheduled....not a huge problem....but when you plan an afternoon around someone showing up at a specific time...and you get charged $75 delivery fee, it sort of sucks.                                                         The straw that broke the camel's back was when they did not show to perform a scheduled service of the Pellet Stove several weeks ago. We wasted an entire day waiting for someone that didnt show up - and to add insult to injury the company blamed the no show on us. The actual problem was that the delivery truck broke down and the servicer could not reach our house. I understand that this happens in a normal course of business, but the company makes no effort to communicate with their customers about service/delivery timing - and when you call to find out if/when they might show up they not only lie to you directly but will also become frustrated and bellignerent over the fact that you the customer are frustrated with their terrible service. I dont have a problem with people running late.  I have a major problem with being lied to and being treated as a buurden on a repeated basis.  They treat me and my wife like crap on the phone even though we spent upwards of $8,000 in 2014 to purchase a pellet stove, get it installed, and then get 4 tons of premium pellets installed and I feel like I get better customer service in the Dunkin Donuts in the subway underneath RockCenter.  I am not expecting to be treated like a king, but I am not expecting to get treated poorly.  I am taking my business to another company - I simply cannot believe that this type of customer service still exists in this day.

unknown

The fan is currently not functioning.  They are trying to blame us for the reasons it is not working.  They are constantly looking for reasons why we are not maintaining it correctly so they will try to charge us more money.  They say they only have one repair team and that they would have to charge us for an emergency call.

Prompt delivery and installtion.  The entire process from purchase to installation was complete within two weeks.  No issues, would use them again.

When I was spending my money they were very friendly and assured me they would help me from start to finish.  After the unit was installed I could not get them to help me any longer.  They could not even refer me to a plumber who was reliable.  In addition to that when we had that huge snow storm in October of 2011 I lost power and of course that means I lost heat.  I installed this unit because living in Putnam Valley we frequently loose power, and I wanted to avoid being displaced from my home in the winter months without heat.  The unit stopped working the second day of the storm.  The unit blew black soot all over the inside of my house and black soot all up the outside of my house.  My orange long hair cat turned black for days.  I had to take him to the vet to make sure he wan't going to get sick from all the soot.  When I called home and hearth after the power was restored to my area 5 days later, they told me it was going to cost another $475.00 to come and repair the unit.  The unit is still un-repaired and unused since October of 2011.  I spent over $3,800.00 for a unit that I could not utilize at the time that I most needed it.

Installation dates were changed and fireplace did not meet code initially . Getting Home & Hearth to fix installation required numerous calls and months of waiting. Workmen did quality work, but back office support was horrendous.

It was a very good experience overall - I think the one thing you need to know in advance is that you need  to find a plumber and electrician - I do wish they had a list of who they like to work with. My plumber had worked with them and understood what to do but my electrician seemed lost.

H&H were excellent the first unit I picked  turned out to be too big and they had a smaller unit lined up in no time. Their installers were very professional and knowledgible.

While there were some issues with the unit itself, the guys at Home and Hearth did all they could to make the system right.  I would recommend that anyone considering a pellet stove insert see the guys at Home and Hearth.

They showed up precisely on time. The installers consulted us with every decision such as placement of the stove and vent pipe. They worked swiftly and carefully, and in just a couple of hours the stove was up and running. They carefully cleaned up the area and removed all of their tools and materials. The little debris from the job was carefully collected and bagged for us to dispose of.A great job, and very nice people to work with.

This is simply the worst run business I have ever come across. They admittedly infuriate their customers, rarely do what they promise, and unless you follow up relentlessly it would appear that they would delightfully take your money and never deliver the product. After putting down my required $1500 deposit in order to have a rep quote the job, the owner no-showed twice for appointments which I was required to take the whole day off and wait. I had to track the company down to fax the quote so we could order the stove. After 4 wks of phone calls not returned, fabricated installation dates, and the shrugging of shoulders as described by a staff member by the owner after asking about my install date, the stove was installed. The next day we it rained and the roof leaked onto the dining room floor. I left 6-8 messages over the course of 4 days and no one returned my phone call. On the 9th call I reached the owner and he scheduled someone to come out but they blew it off.

They are really good yet not expensive. They got the job done really quickly. If I ever need another fixing or another fireplace, I will call them again, because they are simply the best!

THIS IS A VERY FRIENDLY COMPANY. I HAD A PLEASANT EXPERIENCE DEALING WITH THEM. WHEN MY CABINETS CAME IN THEY INSTALLED THEM QUICKLY AND DID A WONDERFUL JOB

THIS WAS A PLEASANT EXPERIENCE. THE OWNERS WERE VERY FRIENDLY AND HELPFUL. THEY RECOMMEND AND INSTALLED A GREAT FIREPLACE. THEY WERE NOT EXACTLY ON TIME, BUT VERY SORRY FOR THE DELAY.

WE WERE VERY SATISFIED WITH THE EVERY ASPECT OF THE OVERALL PERFORMANCE WE RECEIVED DURING OUR PURCHASE, STARTING WITH THE SALES ASSISTANCE AND ENDING WITH THE FINAL INSTALLATION.

THE PEOPLE AT HOME AND HEARTH WERE VERY HELPFUL WHEN I WAS LOOKING FOR A WOOD STOVE. THEY WERE QUITE KNOWLEDGABLE ABOUT SEVERAL DIFFERENT TYPES OF STOVES AND HELPED ME CHOOSE WHICH WAS BEST FOR MY NEEDS.

OUR OVERALL EXPERIENCE WAS OUTSTANDING. THE STAFF WAS VERY KNOWLEDGEABLE AND HELPFUL. THEY REMEMBERED THAT WE WERE RETURNING CUSTOMERS. THEY TOOK THE TIME TO BE SURE THE ORDER WAS ACCURATE.

I WAS VERY HAPPY WITH THE QUALITY OF THE COUNTERTOPS AND THE CARE THAT THE WORKER'S FROM HOME AND HEARTH PUT INTO INSTALLING THEM. THEY WERE ALSO VERY KNOWLEDGEABLE ABOUT THE CARE OF THEM.

VERY GOOD. SALES STAFF WAS VERY KNOWLEDGEABLE. SPENT ALMOST AN HOUR ANSWERING QUESTIONS AND MAKING SUGGESTIONS. GAVE ADVICE ON APPROPRIATE FUEL FOR THE UNIT.