American Heritage Fireplace

Terrible experience. I wished I had read the reviews before buying my fireplace from here. Same thing that has been said below happened to us as well. The installation was not done properly, the gas line horse was twisted and crushed which was not safe (see picture). They also forgot to discard a piece that was in the vent which caused the fireplace to stop working and have very low flames. The client service was terrible. After the sale was done it was very hard to reach my sales person (Richard and Chris for us). They stopped answering the phone and never called back after leaving multiple voicemails. It also took multiple visits for them to find out what the issue was. The last installation team that came was great thankfully and was finally able to make the fireplace work properly. I would never buy anything from here again and would not recommend it to anyone

Awesome! Quick, courteous and very helpful.

The technician showed up right on time and was very friendly. He was very thorough and informative about what he was doing and gave a detailed report of how everything went. I would recommend and will definitely use them in the future again.

We worked with Chris Mitchell on the estimate. Chris was responsive and helpful. We got quotes from a couple other companies including a lower priced option. American Heritage was able to meet us in the middle on price. The work at our house was done by Carlos & Ruben. They did a great job on keeping the mess out of our house when they removed the old tile liner. They explained all of their work along the way (about 4-5 days of work) and did a great job! We would use American Heritage again based on our experience.

Outstanding professional service by the service tech, Mark Paris.

WORK MEN WERE PROFESSIONAL TIMELY AND KEPT WORK AREA CLEAN

Great. Carlos was the primary service person. He was knowledgeable, friendly and efficient.

They handled themselves very professionally. I would recommend them to a friend.

DO NOT: Do Not Use the Company's Expert Technicians to install the fireplace. Items were left uninstalled and other things incorrectly according to local building code. In a discussion with the salesperson, he stated that his experts could install the fireplace faster and better than the contractor. So we went with him. A meeting was held a week after contact, and it was another week before the installers came to the house--2 weeks after the appointment was made. However, upon "completion" of the work, the fireplace was installed flush with the studs, not leaving room for the fireproof wall material and the rock tile over that. The outer covering would have been almost 2 inches outside the installation. On top of that, the routing of the flue was not as described and the vent for the hot air was not installed at all. An electrical hookup was done inside a wall with the plug reachable by removing the computer works in order to reach it. The Fireplace person did offer to have a meeting a week after being notified of the difficulty and would then schedule a repair. This, however, would have put the "repair" two weeks after the general contractor (GC) finished the installation in a much faster, cleaner, installation. The fireplace people called us, the customers, to state that the TV we wanted to install was 2 inches too wide. If they had stayed on their installation and not worried about the TV, which the GC, said would be installed differently than first thought, and if they had only talked with the workers who were there, some things might not have had to have been done. The store representative stated that the expert "technicians are paid hourly and at a rate higher than general laborers due to their qualifications." The rep stood up for his workers which was good. However, a simple "I'm sorry!" would have saved a lot. For the installation to cost $3000+, we did not get our money's worth. DO: DO Use your GC to install the fireplace. A comprehensive installation booklet comes with the fireplace and the schematics for electric and gas lines are included. A competent builder can install it, a gas plumber can put in the lines, and an electrician can hook up the electrical. All for less than those who charge more for expert installation.

Ray from American Heritage checked, cleaned and serviced vent-free fireplace. Ray was very knowledgeable and professional. I'd definitely recommend American Heritage for any fireplace work. Glad I called them.

Chris Mitchell (sales) and the installation crew (Jeff and his partner) are professional and the quality of their work is excellent. I highly recommend American Heritage.

Although they didn't make the original delivery date, it was well worth the wait. Thank U Chris

I have not hired them yet, but most likely will do so in the future.

Sam C. was the sales rep. Knowledgeable and friendly. Provide us with three options and explained operation, installation, features. Eric was the technician who ran the gas and electric lines to the chimney from the house exterior. Installation took less than one day. He didn't leave until he was sure we knew how to access all features. Very pleased!

They were great; I highly recommend them. It was an emergency and they were fast. They did a better job than we expected; they did more work than we expected. There was some brick work that was in danger and they took it upon their own to fix that and the price did not go up. They were reliable, quick, honest, and they were intelligent; they knew what they were doing. I want to stand by these guys; they really helped me out. We are using them again.

American Heritage Fireplace was recommended to me by my home inspector. I had a good experience as far as quality of service and professionalism, however I did think the cost, $300.00, was high for what was done. The work took less than 1 hour. They also arrived at the very end of the time frame provided, which I understand happens, but I love it when they arrive early.

They were professional and helpful, and I'd have been glad to have them, but we figured out our problem with the help of a friend who happened to come over one day.

The guys who came out to my home were great but were unable to figure out why my fireplace was blowing in cold air from underneath the fire. Disappointing but it was not for lack of effort on their part. My biggest problem with these guys is the office staff. If you walk in and talk with the sales guys they are friendly and talk a big game but when it came time to send someone out they called and did the olymipic back pedal. They basically made lots of promises on how the person coming out could help me and then a day before they were to come out a manager basically told the sales guy there is no way we are doing this for this customer, call him and warn him. They called and I still agreed to let them come out in the hopes that the field guys would be able to help. Follow up afterward done by me to contact them and they promised to follow up in a week or two. They didn't. I am not surprised.

American Heritage did an excellent installation of the Valor direct vent gas fireplace. However, the communication between me, the project manager and his labor was terrible. I felt that the project manager needed to communicate better with his labor and myself about various problems or questions that will always come up on a construction project. I have a very un level floor and it made for a difficult time getting the hearth to look right. The problems occurred when this was not explained to me and I was trying to come up with solutions to mask this problem. Many emails and phone conversations later it was obvious to me that nothing really can be done about it. I have since made it less of an eyesore by cosmetic adjustments using tile and trim. All of this stress could have been alleviated had this problem been brought to my attention and explained to me clearly before work was being done.

I called on a weekend evening and left a message for an appointment. The call was returned promptly the next business morning. I scheduled an appointment to have them out to ensure the gas starters worked in my fireplace. They gave me a window of 8a-10a. Ron showed up promptly at 8:15. He introduced himself and we went to the first fireplace. He confirmed what I was looking for, and away he went to light the gas starter. No problems. Went to the second fireplace and same. He shared tips about caring for my two different fireplace types, one vented/wood burning and the other vent free. Ron was on his way out by 8:45. Terrific service, would definitely call them again.

Great experience. Gave great advice on the various choices. Came for a review of colors before final purchase decision and installation was flawless.

Very nice. We love it. Great service and very nice installation.

They were on time and very effecient.

The technician arrived at the appointed time. I showed him the fireplace that was not functioning. He diagnosed the problem immediately and removed the badly damaged control module. Then advised me that since the manufacturer had gone out of business, replacement parts were no longer available so that the only solution was to replace the entire mechanish at a substantial cost. After he left I did a google search of the damaged part number and discovered that the control module, as well as the remotes for our two fireplaces were INDEED available. I ordered the parts on line, called another company and was told that they actually had the parts on hand and that I should return the parts I had purchased. Then came, installed the control module in the downstairs fireplace and ensured the both fireplaces responded to the remote controls. Could have saved $125.00 if I had called this guy first. American Heritage seemed to be too intent on selling me a new unit.

The tech advised me not to replace any parts and made some adjustments to the existing parts. When he left the fireplace was working. Fast forward 40 days later. The same issue and the fireplace is not working again. I call American Heritage to get them back thinking for sure there would be no service call fee. Wrong. They only stand behind their work for 30 days. 40 days and you're out of luck. Don't waste your time or money on a company that doesn't stand behind their service.