HEARTH & HOME

Gas log set kept going out - something wrong with the pilot light and the unit was supposed to come with a remote thermostat. Turns out a remote thermostat is not available with the unit. 2 months into this still trying to get our money back for a log set that does not work.

The only reason I chose Hearth and Home was that the builder I used recommended them. I went in on my own and no one greets you and when you ask a question, they act as is they are being bothered. When I went in with the builder's designer it was a better. Fast forward to the time of installation. I chose and ordered my hardware 5 months in advance. When it came time for the installation, we were told that some of the hardware was on back order. WHY!?!? My builder and I called OVER AND OVER. The delay of the installation of our hardware held up the closing of our home. We never received all the hardware and ended up canceling the remaining order, buying the hardware elsewhere and installing it on our own. They charged us for full installation and a $10 FUEL surcharge. What? STAY AWAY

Due to severe cold weather, we could not do anything but diagnose the problem between December 2013 and January 2014. The tech, Michael, contacted me on 1/08/2014 to come out and fix the remote (replace). It was very cold and my husband was home sick, so he said he would call me the next Wednesday, January 15. It is now 4/3/14, and I have had no contact with this business. I did call yesterday and leave a message, which has not been returned. So I am out a $95 service call, my remote control on the logs is not replaced, and now that my husband has retired and our income is DRASTICALLY reduced , I cannot afford the $350 estimate for the replacement. Had they called me in January while he was still working and had a steady paycheck coming in, it could have been fixed. Their ad in the yellow pages states "customer service is our #1 priority". Really???? The man who came out in December and diagnosed the problem was very knowledgeable, professional, and prompt. Both my husband and I were very impressed, even though the replacement cost seemed a bit high. Needless to say, by "dropping the ball" on this matter, we are feeling we would have done better to have taken the $95 and burned it in the fireplace for heat! Yes, I could have pestered them with phone calls during the last 3 months, and probably have gotten the job completed BUT is it really necessary for the customer to "chase" the company in order to get a repair done in a timely manner? Yes, the weather did play a factor as well...snow, ice and cold (our whole house heat would have had to have been turned off for 2+ HOURS). But we did have some tolerable weather and I am hot blooded so 2 hours of cold would have felt good! All in all, I am out $95, my logs are not fixed and now I cannot afford the repair. My advice, use at your own risk and only if you have time to "pester" them to death to get the job done. I cannot comment on the quality of work done as it was not completed. ,