Acme Stove of Charlottesville

Installation and materials were excellent.  However, when we encountered a problem with stink bugs getting into the house through the damper they installed, they basically walked away from the problem.  We now have a $2500 gas log fireplace that we cannot use!

The good: the sales staff were helpful and made our selection of a model easy. The installation staff appeared to be proficient and, when the model we selected turned out to be defective, took extra steps to fix the deficiency and ensure the log set worked correctly. The bad: scheduling and showing up on time. I had to call them 3 hours after the first installation time to be told their crew was hung up on an installation and the would have to reschedule the following week. On the rescheduled day, I called after they were 3 hous late and was told a mistake had been made with the schedule for that day and we weren't on their list. I asked to talk with the manager who was "on the other line" but he never returned my call as promised. The installation crew chief did call later and we rescheduled for a week later; the installation crew came 2.5 hours late but got the unit in place. Now, it should be noted that Acme only puts in the logs and cannot install the gas line and we bad go to another firm for that. Despite assurances that Acme would coordinate with the gas line company, they didn't and I had to set that up myself, which took another week. After the gas was turned on, it was clear that the gas log burners weren't working properly. I had to wait yet one more week for Acme to come back to see what was wrong. The installer worked with the burner manufacturer to get a new burner unit shipped the following week. The replacement burner unit was installed and functional and I thought we were finally through. Then we found out that the custom metal border for the fireplace had been cut to wrong dimensions and we had to wait several more days to get that rectified and the installation finally completed. I was trying to shrug our experiences off as just one of those things until I talked to a neighbor who told us they were having the same scheduling/installation problems with Acme and they were waiting for the installation crew to make the 6th visit to their house. It appears to me that Acme has serious growth problems. They seem to need more installers but haven't hired any, choosing to work their current installers significant overtime hours instead. They also appear to have only one truck that the installers have to share. Until Acme significantly improves in these areas, any customer choosing them should expect to experience the major frustration that we did.

ACME store manager later told me over phone he would return $1300 of my $1500 deposit. But after several weeks I did not receive this reimbursement. Since ACME store manager was unresponsive I was force to complain at a sister ACME store in Harrisonburg, VA. Eventually I received $1300 reimbursement after 3-4 complaints over the phone. This was quite an unpleasant experience and do not want to any further business at this store.

They did a good job. They knew what they were doing. I had one done fireplace in my house here in the last 6 months since those folks couldn't do it themselves, I said, I told my mother in law, I said I get somebody down there if she needs to gas the fireplace done. Actually what you would think if it was wood fire you do it every summer but gas you don't' and actually that's a mistake. Anyway, that's what I've learned from the guys up here. So the guy down there did a good job, they were professional, they were courteous, and cleaned up after themselves. They seem competent.

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All was quick, smooth running, and straight forward. We could not ask for a better experience.

I purchased a stove, but it could not be installed so I ended up having to purchase another one that was much more expensive.
The chimney was also lined. The stove looks great in my living room but it does not heat as well as I had hoped. I hated all of
the other alternatives they offered. The principle installer was excellent, but I have reservations regarding his helper.
Overall, I am happy to have such an attractive wood-burning stove.

It was a fine experience. There was some confusion about the availability of the door style we chose, but we were given an refund for that part. They also left out of the estimate the need for a metal piece on the top of the chimney that goes around the pipe. This resulted in an additional cost and delay for its installation, which they did. The quality of the item and the work was very good and we would recommend them.

The sales people were excellent. They were honest, and did not try to sell you something you did not need. They really listened to what you wanted and gave a variety of choices. There was no pressure and they were very informative.

I started working with Stewart about one (1) year ago. He was very patient, knowledgeable and nice. I had visited Acme Stove, Co. in the past and did not have a good experience. Stewart was a definite improvement. After helping me determined which ceramic fireplace doors I was going to purchase, Stewart helped me to order the doors from Stoll Fireplace, Inc.(subject of a separate review) and arranged for Acme Stove, Co. to have them installed. All of the Acme Stove employees were knowledgeable, helpful and nice. This includes the lady at the store to the installer who came out twice, first to take the measurements and then to install the doors - sorry I do not remember their names. I would rate Acme Stove Co.'s customer services as A+. I would definitely use them again for any of my fireplace/wood burning stove needs.