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Custom Hearth Fireplace and Stoves

3301 W State Highway 16, Port Orchard, Washington, United States, 98367-7505

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Custom Hearth Fireplace and Stoves Reviews (%countItem)

. - Custom Hearth did an excellent job on renovating our fireplace. The most important element in business is not necessarily the job, rather it's the people that represent the company. Phil did a great job in being hands-on and management, Clara & JoAnne answer my calls and scheduling concerns (with a very friendly and empathetic voice & response), along with both experienced techs, Randy and Scott? were precise and knowledgeable. Thank you Custom Hearth for a job well done.

I scheduled an appointment to have my pellet stove serviced. The gentleman that came to our house was very nice and extremely knowledgeable about his job. He informed us that we needed to replace a couple of parts. I was contacted by their office a couple of days later and asked to put a deposit down for the parts. I paid $361 for the service ($199) and the rest was a portion of the parts. That was on 9/13/19, today is 10/18/19 and I had not heard back from anyone about scheduling an appointment so I called and requested a refund. I was told by the person on the phone that "my parts had been there for weeks and they had called and left me a voicemail on 10/3/19" after telling her that I had not received any calls she changed it to 10/7/19. Still, I had not heard anything from anyone. I requested a refund and she told me I would need to pay a 25% restocking fee. I asked why, since it is not my fault that I was not contacted. She said she would need to contact her manager. I was called back at 4:40 pm and told that I would only be receiving $41 back because I had to pay the 25% restocking fee. I asked to speak to her manager and she told me that "we are almost closing" so I said, "well I still have 18 minutes, can I please have her number?" I called the number and left a voicemail. I doubt I will hear anything back.

I think it is terrible that I am being charged a restocking fee when I did my part, I paid a deposit and patiently waited to be contacted for an appointment. I should not have to wait over a month. Very poor customer service. I would not recommend this business.

To date I have left two voicemails for the manager and have not heard anything back.

Excellent work and great quality gas stoves. I'm very pleased at my purchase and the way the stove now works.

Custom Hearth Fireplace and Stoves Response • Jun 12, 2019

Thank you so much for your review ***!

Custom Hearth installed a $8,200 fireplace in replacement of one that exploded and caused substantial damage. The unit was installed in at the end of February 28, and has not worked consistently. The technician from the store tells us to change the battery which we have several times. I asked the tech if the batteries were suppose to drain in less than a week. At first she said yes, but later said no just sometimes. I do not want the rest of the house to finish repairs and then the fireplace is defective and must be replaced again.

Custom Hearth Fireplace and Stoves Response • Apr 23, 2018

contacted us about a FPX 864 HO that they purchased from us. The unit was running through batteries in about 2 weeks time. ***, the contractor we were working with on this job, confirmed that the unit was not yet hooked up to 110v power. They had planned on hooking it up to 110v, however it had not been done at this time. We explained to him over the phone why the unit would be running through batteries so quickly when not hooked up to power. Similar to a phone searching for WiFi, the remote the customer has on this unit is constantly communicating with the corresponding receiver in the insert. He asked we schedule a technician regardless to check the functionality of the unit. I also sent an email to *** with information about the unit so that he could give it to his customer to hopefully clear the air. The customer turned out to be ***. I never personally spoke to *** during this time.On the 26th of March, our technician James went to our customers home at ***. James found the unit to have no issues and confirmed it was now hooked up to 110v power. James explained the functionality of the unit to the customer several times. James left the site with a unit that is running per the manufacturers specifications.After the service call our General Manager contacted *** to see if all was well with the fireplace. *** said that he believed all issues to be resolved and that our technician did a thorough job explaining how the unit functions to the homeowner. Phil asked *** if he believed the issues the homeowner was having have been taken care of and he said yes.Soon after we received a letter from the Attorney General of Washington. Hopefully the above notations clear up her complaint. Additionally, *** had mentioned in her complaint that the stove we sold her years ago blew up. I have no records on file of her as a customer previous to this current insert. She is not in our physical or written database. *** also had stated that we had told her the warranty is under ***. That is true. *** covers parts and labor for any warranty work for the stove. They contract us to do the work however since we are the authorized dealer that installed the unit.If you have anymore questions or concerns I can be contacted through phone or email. My phone number is: ***.

Customer Response • Apr 23, 2018

Complaint: 12747692

I am rejecting this response because: The unit was installed by the original homeowners, which I was not. When they sold the house the original owners left the information from the builder and materials that were used. It included the business Custom Hearth as the installer and the same manufacturer and numbers match that of the information when the unit was installed. When Custom Hearth installed the unit they did not verify the unit was connected or that it was running properly. The fact that they would install a unit, needing electricity, and then having only battery power is bad workmanship. I called the manufacturer who agreed the service technician should have disconnected the unit, and did not leave with it only running on batteries. When we called the store, their "expert" indicated to my husband and I that the unit was suppose to run on batteries all the time. Infact they told us many customers go through several batteries per month. It did not make sense, so I continued to question the quality of the installation. They finally sent out technicians, but this was after I contacted the AGO. I am glad that they got the company to not have non technically people addressing questions about the proper operation of the unit.

Sincerely

These sales people required me to pay in full to schedule me for 1 month out. They did a pre-trip to take measurements and access any potential installation issues. They advised to upgrade to a larger unit at a higher cost which ultimately I did not need. They failed to tell me that upgrade didnt include a remote (was included previously) which I discovered at the end of the install. They failed to tell me if I didnt want a cord running out of the side of the insert to a elec receptacle, I needed an electrician to install 1st. They claimed 2/3 of customers dont care if the cord runs out of it and across the hearth. Right. After spending $4500, I want a cord running out of the units blower? Of course if I want, I can pay them to come out and take it out for an electrician to come do it. I should pay for their failings? How unprofessional and failure to do the job right. They refuse to call me back to correct it.

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Address: 3301 W State Highway 16, Port Orchard, Washington, United States, 98367-7505

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