THE HEARTH SHOP

The technician that came out on November 18, 2024 to perform some much needed TLC to my 2008 gas fireplace that has never been maintained. He did an excellent job and is the only reason I gave them two stars. But he did tell me I needed to order a couple parts that it will need soon and I should keep on hand. I have been trying to acquire those parts from them since then. As of today, February 12, 2025, I still do not have those parts. Their customer service is horrible. One of the worst I’ve ever dealt with. They answer their phones but never follow through on doing what they say they will. And they never call you back. Never.

Outstanding! Katie the technician arrived precisely on time, was courteous, friendly, very informative about the fireplace's operation, clear in communicating what she was doing and helpful regarding suggestions for how we should keep it in good functioning shape.

I am appalled by our experience with this company. They are unprofessional, rude, incompetent, disorganized, sloppy, and combative. The woman who answers the phone (somehow she's a manager???) has no business working in customer service. They don't value their customers and they aren't afraid to make that completely clear to anyone who takes a chance on them. They are unapologetic about errors when they make them (and they do) and they won't hesitate to try to blame you for their mess ups. The reviews for this company were good when we chose them. Their reviews have tanked since then. If they ever WEREN'T terrible, they are now. DO NOT WASTE YOUR MONEY with this company. They couldn't care less about you anyhow.

If you live in NE Ohio, DO NOT use these companies (one in same - Chimney and Masonry Co/The Hearth Shop in Westlake)!!! They are so extremely rude and very hard to work with. The woman who answers the phones is supposedly the manager and she is extremely rude and short with people, and doesn't appear to have a very good personality. The sales guy was great at first and then he became rude and short as well. They always tell you they're going to do something and then they never follow up with the customer or get the work done when they say they're going to. Then when you call them out on their BS, they just simply blame the customer and become even more rude. Just an awful company and one of the worst experiences I have ever had with working with a contracting company.

Our application calls for only limited use of the fireplace so we took advantage of a discounted price on a previously installed unit that the store had in stock. So, for the purpose of this review, it should be noted that this unit is admittedly at the lower end of the price spectrum for installed gas fireplaces. In terms of quality, the Napoleon product at this price point looks fine. However, in my opinion, the construction of the unit is rather "flimsy" and the fit and finish leave a lot to be desired. When we discussed the purchase of the fireplace in the showroom, we noted that we wanted the higher-grade chimney-top vent. Lo and behold when the installers arrived, they had the "ugly" version and that's all they had to offer. I admit it was my mistake for not paying attention to the details when we finalized the purchase but, since we noted that as a specific concern, it would have been nice if they were more attentive to our request. I would suggest that those who purchase from this store should obviously be sure to have each detail in writing before agreeing to a purchase. The installation techs were pleasant and seemed knowledgeable but the wiring and controls for the fireplace were left in a "jumbled" mess and the operation of the fireplace was intermittent (due to a loose wiring connector). Also, the remote was left in the bottom compartment tangled within the wiring. After fixing the loose connection and finding the remote, the fireplace appears to work okay. Though we have not used it in the winter yet, we expect it to meet our needs. I accept responsibility for the missed details and I am okay with the value received for the price paid. However, it is an issue with removed materials and lack of response that has completely soured me on this store. The installers removed a stainless steel chimney cap that I intended to use elsewhere and took it with them. Apparently, they assume everything they remove is theirs to keep. I am familiar with the concept of contractors removing scrap materials and I typically appreciate it when they do so. However, I expect that the removal of any usable materials should be discussed and agreed to with the customer. I was not aware that the cap was taken until I looked for it after the installers left. I inquired about the cap with the office and received no follow-up response.

When the parts were installed the service tech was unable to make the gas log work. He said the whole system was junk. I requested that he take his parts back, since they did not solve the issue and return the money for the parts. Could not do this. In the end, I spent $700 to repair my gas log with this company, followed their recommendations, and I do not have a working gas log. The only solution offered was to spend an additional $1500 with them to replace the entire system - no promise that this new system would work. I expect a company to stand behind their work. If they diagnose a issue, recommend a repair they should solve the issue - not then ask for more money to resolve the issue.

Shotty work had to ba ALL redone!

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From Pam in the office, Marcus the Sales Manager amd Mike the Technician that came out to the house, I have never dealth with a more professional and courteous group of people!
They were patient with my many questions and thorough and knowledgeable in their recommendations and responses.
Mike, the Technician that originally came out to the house in an attempt to repair my Monnessen insert, also cam out to install the log set that I selected.  He was unquestionably the nicest guy and even repaired a hole in our firebox that a previous company had recklessly chiseled out.
The people at the Hearth Shop are very knowlegeable in working on these old house in Cleveland Heights and I would I recommend them to any and all of my neighbors.
John (the owner) you should be very proud of the people you have working for you!

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installation went well

The technicians were polite, prompt and seemed knowledgeable. They worked diligently when here. The problem is not fixed. I spent money on service calls and repairs, but ended up in the exact same place I started in. I was offered a discount on the purchase of a new fireplace unit from them. Not acceptable. I want the full price of the parts returned to me.

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Everything went very well. We decided to convert an old grill in our basement (built in) into a gas fireplace. We had several people out to inspect it, and the determination was that a gas insert would be OK but that there was no way to put vented/ventless logs directly into the box. We shopped around at all the A-rated fireplace shops and gathered quotes. Hearth Shop wasn't the cheapest, but after speaking to John and Marcus in the show room, I knew we'd be taken care of. John (a different one) and Greg came out this morning to install the fireplace. They were quick and professional, leaving no traces of their work behind. They showed me how to use the fireplace, including all of its safety features. I won't hesitate to use them for further fireplace/gas heater work as needed in the future!

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Was not an easy problem. Spent almost two hours fixing a problem we did not know we had with the fireplace. Cost was as quoted and he did an excellent job. Very happy with the service and price. Also he was on time to the minute! Love that.

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I stopped into their shop on Center Ridge Road in Westlake to chat about converting my wood burning fireplace to gas. I spoke with a very helpful young man (John) and set an appointment for a visit. I should mention that John explained to me the difference between vented and non vented and gave me a book with information. He was very helpful!
Then another gentleman, John Anghilante, came out to inspect the fireplace and he also was very helpful in providing information on the type of fire box I had and the issues with the gas starter that was already in place. He gave me an estimate on a couple different log sets that I had chosen.
Installation was completed less than 30 days later. The installer, to my pleasure was the gentleman who helped me at the store. He was quick, clean, and very helpful in terms of explaining use and maintenance of the logs. Also, he cleaned the doors and gave me some advice on that subject.

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I stopped in the shop to inquire about gas logs. John showed me some products and set up an appointment to take measurements and provide an estimate. He showed up exactly at the time agreed upon which is very important to me.

John did a great job explaining how the installation would go and how the gas logs would operate. He was very thorough.

We agreed on a price and he said someone would check to see if they had the model I selected in stock call to set up a date for installation as soon as he had the parts in.

I got a call the very next day and set up the installation for the following week. Installers arrived on time and were polite and efficient. They completed the installation in a couple of hours, cleaned up and explained the function of the remote.

The product does everything they said it would and I am pleased with the entire process. I would happily recommend The Hearth Shop to others.

The workers showed up early in the morning to begin demolition of the the chimney. By 9am I had a hole from my living room to the outdoors. Plastic was secured to help keep out the cold and the entire crew went to work. It was definitely a job well done.The
project took two complete eight hour days. My yard was cleaned up after each day and the at end I had an awesome new fireplace.