SUTTER HOME & HEARTH INC

There was a delay of several weeks between the order and the installation. This was during mid-winter when everyone wants a gas insert, so they had a big backlog. They explained the situation and we decided it was OK. The installation of the natural gas pipe was done by a separate contractor, who was recommended by Sutter. The contractor, Choice Home Services, did an excellent job figuring out the best way to route the pipe and installing it. The installation of the pipe was fairly complicated and took a whole day. It cost more than usual (which was understood in advance). The cost was $2000. Sutter's people arrived earlier than expected on the day scheduled for installation. That was OK with us. I took them a few hours to do the installation work. They did a good job, Spread a large drop-cloth to do all their work on. Put everything together and cleaned up after themselves. And they showed us how to operate and maintain the insert. The cost of the insert, installed, was $5000.

THE WORST!!!!!! Do not spend any money with these people ever. They have the worst customer service I have experienced. I spent over 5 thousand dollars to get a new gas insert. They took forever to install it, when they did install they didn't have a fan so had to come back for a second install. Then the thing worked for a month or two and then stopped working. Once it stopped working in the middle of winter they had no urgency to come fix it at all. I cant believe that businesses think they can still get away with providing this terrible level of customer service in this day and age. They dont care about you at all once they have your money. They are so excited and nice when they are trying to sell you something, but once they have your money they don't car about you at all. Save yourself the time and grief and shop ANYWHERE but here

Great! They showed up as scheduled, did great work, fixed the problem and left the fireplace and surrounding area clean.

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They did a good job. I expected it to be perfect and it was. We have dealt with them before, so there was no surprise there. They sell quality products and their installers are good.

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Sutter Home and Hearth was very responsive and performed the services well. They replaced a battery to make a rheostat switch work and cleaned and inspected both fireplaces in less than an hour. Their price of $200 for an hour of service is a bit high but they do quality work and were very prompt and responsive.

We have a 1928 home with an arched tile fireplace opening. Sutter was the only company that said they could provide us with an arched surround to match the fireplace opening. They sent a gentleman out to measure and diagram the opening prior to us even signing a contract. The bid we received was detailed leaving no questions unanswered. Two gentlemen showed up at the scheduled time to do the install. The installation went perfectly - probably because they planned everything out. The custom arched surround is absolutely gorgeous! Everyone we dealt with from salesman - installers was courteous, knowledgeable and professional. There are stove shops out there that may be less money, but this is truly an example of and quot;Price is what you pay, value is what you receive.and quot; Highly recommend!

I picked out the fireplace screens and the trim in the store and asked to purchase service for someone to come out to measure our fireplace hearth as I knew precise measurement was imperative. The salesperson said they didn't provide that service since it was only fireplace screens. If the professional tile company didn't recommend Sutter Home and Hearth I probably would have left it there when they told me I had to do the measurements myself because I just knew there would be something wrong. After going through 2 years of remodeling I've seen problems pop up from the smallest task.
Nevertheless, my husband and I took a lot of time in getting the measurement correct to avoid problems.
The order came promptly and the initial install went fine but the screens were too short in length and in width. I contacted the salesperson and he said he would reorder another set for me but I'd have to remeasure and email him the measurements. I did my best but told him he should really remove the existing screens to use them as a base for the remake. Two weeks passed by and I emailed him but no response. In the mean time, we've had to make a blocker out of aluminum foil to catch all of the sparks that flew through the gaps so our dogs wouldn't get burnt. I tried to be patient and let another two weeks go by and again emailed him. He did not respond until I contacted him for the fourth time. By then, 3 months have passed. I called him and he said he had to reorder as the vendor didn't make them right and the reorder would be in that week. Somehow, I didn't believe that story but went ahead and waited for another few days.
By the following week I was pretty upset with Sutter Home and Hearth and gave up on them. My plan was to find another place to order a new set of screens and write an unfavorable review on Angie's list. My husband trusted the company who recommended Sutter Home and Hearth and wanted to give them one more chance in responding so he emailed Sutter. The next day I received a call from an associate apologizing for the mixup and he explained the salesperson I worked with no longer worked for them. Instead of taking my measurements he sent someone out to our house to remeasure the screens and ordered a new set for us.
The installer came and replaced the misfit with a newly ordered screens made to better fit our fireplace. It looks perfect and gorgeous!
Thank you for making amends.

They carry excellent wood burning stoves and they did a really good job with the installation and cleanup. The home inspector found absolutely no problem with it. It was a very well done job. The price was as I expected for the quality of work they did.

.The surround did not fit but they fixed it and it fit just fine. They did a really good job. It went really smoothly and very professional.

After visiting both Woodinville and Ballard showrooms, we made an appointment for a free in-home estimator to come out and look at our fireplace. Tom arrived on time and was very friendly and knowledgeable. He answered all of our questions and counseled us on the various options. For example we were considering having them install a wall switch, but because we have lathe and plaster walls, he said it wouldn't be worth the cost of having them do the more complex install. We also needed a custom surround that seemed tricky, but Tom brought example photos of other custom surrounds they had done that looked great. He also inspected the chimney, suggested a cleaning and gave us a couple of recommendations for chimney sweeps.

Within a few days we received a detailed quote by email. We didn't get estimates from other companies to compare, because of Sutter's good reputation and the difficulty of comparing apples to apples (other companies selling different brands). The price seemed a little expensive but we decided it was worth it. We went to the Ballard showroom for a last look, paid the down payment and scheduled the install. We had to book about 6 weeks out due to the custom surround. About 2 weeks before the scheduled date they called to reschedule further out which wasn't great, but we could wait.

The installers showed up on time, were very neat, speedy and friendly. They didn't run into any problems and completed the install within about 5 hours. One of the installers showed us how to use the remote, how to change batteries in the receiver and told us to call with any questions.

Unfortunately the receiver never worked quite right. About a month after the install I called to let them know, and they had a repair person come out the next day. He showed up on time and simply replaced the receiver, no questions asked.

Overall we are very pleased with the experience. We are considering replacing a 30-year old wood stove with a more efficient and eco-friendly model, and will likely buy from Sutter.

They did everything from top to bottom. They made sure everything was set up and showed me how to use it. It was a good experience. Their sales staff was excellent. The person who gave us the estimate put the project together and ran it from there. I had one single point of contact through the whole experience; that was the best part of it. A lot of times when we call some place, we get someone else every time we call. The fireplace is working great. We get a lot of heat out of it - I just need to heat one room instead of the whole house. The total project was $4000. I shopped around and I could find better pricing, but because everybody does not carry the same thing, I cannot compare it to anything else. I thought I got a fair price. I have recommended my friends to go there. I would use them again in the future in a heartbeat.

Sutter has a showroom with a variety of gas logs,fireplace inserts, and wood stoves on display. Staff was very helpful, responsive to phone calls, cooperative on scheduling. Their crew for handling the installation of the gas line itself is limited, so the first available date for installation was quite far out. They suggested hiring an outside plumber to do that part of the installation and provded a good recommendation. Their man installed the gas log itself--on time for the appointment, efficient, clean, professional.

They were very nice people to deal with. They worked great and they were very prompt.

My experience with Sutter Home and Hearth was phenomenal. Sales folks were friendly, and delivery folks were super. They arrived on time with the BBQ. placed it on our porch and connected it to our natural gas line. They also meticulously cleaned the unit, and sprayed the iron natural gas pipes to prevent rust. We love our Solaire Grill and would happily recommend Sutter Home and Hearth as a great place to get a BBQ Grill.

They were great to deal with. They came to our house and verified the insert would work in our fireplace, then provided an estimate. We gave the a down payment and scheduled the installation. Their installers arrived at the scheduled time, installed the unit, tested it and showed us how to use it. They were very polite, neat and efficient. This was a positive experience all the way and we highly recommend them. The unit (Miles Retrofire) draws air from the outside, so is much more efficient than our old wood fireplace and we can use it on days when wood burning is banned.

The experience with them went very well. We got various quotes. We were most impressed with their quote person. He spent lots of time taking measurments and pictures. We were very happy with the installation and stove that we purchased. They showed up on time. We were very happy with them.

Friendly, helpful service in the showroom. Original fireplace had a Heatilator so there were complications to deal with during installation. We received excellent advice from the Sutter staff in the showroom, as well as during their very thorough site visit. Installation day went very smoothly. This company has expenienced staff, gave professional service through the entire process and carry excellent products.

Sean, the office manager, was very helpful. I went to every single place I could find and the price was comparable. They have a more local store feel than the huge stores.

We have a really small fireplace and were looking for a way to convert it to gas. All other companies laughed at us given the size of the fireplace opening, but Sutton was really helpful and gave us some suggestions on where to find one that might fit. We found one, they ordered it and installed it. They also gave us great advice on a mason to help adjust some of the masonry work needed before the install. Our new gas insert looks great, really warms up our living room in the winter and is a great focal point for the house.

We visited their showroom in Ballard and we decided to order our fireplace through them. I was confused about their various options but they helped explain things quite well. In the end, we got a great fireplace that didn't break the bank. They also had to install it before the remodeling was completed, so they worked with the contractor to explain where the chimney had to go, etc. After the remodel, they came over to teach us how to use the fireplace and help "break it in." It really is the heart of the house thanks to them.