Carolina Hearth & Patio

The technician came out and cleaned the line and logs. He was extremely nice, the price was reasonable, and he gave me pointers about my logs.

Used new logs for two seasons. The gas logs (insert) were less efficient than the ones they took out. The fan was very loud and annoying, even embarrassing when company was over. I could hear air coming down the flue and it also made a lot of noise. He did not cap it off or put anything in it to prevent the cold air coming in and our warm air leaving out!!! The small insert even looked ridiculous in a $300K house!!! Contacted Carolina Hearth and also went in person to let them know we were not pleased. The owner "builder" installer came out to check them out. He said he didn't find a problem with them. I asked if him not capping off the flue could be the problem. He said no and that he would come back in the fall to service them and would "stuff some insulation" in the flue. Wasn't happy so went back to Carolina Hearth a second time. After looking at another set of logs and speaking with his wife, was told it would take $5K-8K to replace. In retrospect, its obvious he did what was fast and easy. Contacted another business and it cost $5K to remove old logs (insert from Carolina Hearth), reframe, build large raised hearth, install large unvented logs and rock the entire wall and hearth and install a 72 in. beautiful stained mantle. By the way, the installer with the new company we used cut the flue short to prevent strong wind from entering and causing noise and wrapped with a lot of insulation and taped with duct tape. A very professional job by the new business we chose thats been in the business for 30+ years. Do your homework and don't let the word "builder" that Carolina Hearth used to make you believe he is one up on any other business. Would never recommend Carolina Hearth

It went well. Logs were cleaned and serviced and tech gave us helpful information.

GREAT! From prior to purchase thru completion of installation every member of the staff was informative, professional and friendly. Prior to purchase the owner herself spent in excess of 30-45 min on atleast two occasions with me explaining all the options available, what needed to be measured & checked prior to making a decision and which options would best meet my needs and financial situation. HIGHLY RECOMMEND

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Everything worked reasonably well but, we never really used the fireplace until November (9 months after service).  Each time we left it on for more than 1 hour, the flame would just go out.
I called them today (january 26) and they explained that it requires a standard service call which will cost another $125!
I've owned several gas fireplaces over the years and never had such a problem, even after years of use.  The current logs are relatively new (maybe 4-5 years and were top-of-the-line when we bought them.
I don't know if I'm being unreasonable (which is why I'm giving them a C rather than D or F) but this just didn't feel fair to me.  I guess I'll get someone else to service it.

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Second year's visit. Now I use the fireplace every day.

The team at Carolina Hearth and Patio were great to work with.  This is my first season as a gas fireplace owner, and the team did an excellent job taking time to answer ALL my questions (even though the were behind schedule for the day, I did not feel like they were rushing to move on to the next job), provide guidance for the future, and did an excellent job cleaning and prepping our gas fireplace for the season.  The team was very efficient in performing the service and my fireplace looks GREAT!  Thank you!