Ash Away Hearth & Chimney Inc

Bought a brand new Harman fireplace pellet stove which AshAway installed in June 2008. We had it installed during the summer to avoid the winter rush and all went well. The price was competitive, and the installation went well.November rolled around and when the weather got cold we started up the stove for the first use and it did not work. That happens but we were disappointed. We called Ashaway (it took several calls to get the service manager to call us back) and once reaching their service department, I was told it would take 3 weeks before someone could come out. As this was a brand new stove, i was not happy and kept pushing until the owner told me that they were very backed up and that was the best we could do. Basically, "this is our busy season, sorry". When i complained that we needed the stove for heat I was told that this should be viewed as a backup source of heat, not the primary source. Even calls to Harman were of no help - they will tell you it is up to the dealer to provide service.Since then I have found a very competent independent service who do a great job. These stoves are not maintenance free and Ashaway does not do a good job of supporting what they sell. If you use them, base your decision on price/availability and understand you'll be rolling the dice when it comes to service.

Contacted company for appt. Staff arrived late, did little to contain mess associated with chimney cleaning. They strongly recommended that chimney liners be installed (we live in a colonial home with five fireplaces). Told us that estimate would be forthcoming. In July, realized that months had passed without estimate and called company. We were promised a return phone call, which was never received. This happened four times. Each time I called their office, I was told that they would be back in touch with the promised estimate based on their recommendation. I spoke to the owner of the business, Bob Cabral, on the final call. He too promised an estimate, which as of mid August, has not arrived either in the form of a phone call or a written estimate. I have been singularly unimpressed with the lack of professionalism, responsiveness and customer service exhibited by this company. All told, they have provided multiple examples of what not to do in terms of customer satisfaction. I have no intention of working any harder to capture their attention or give them business. Run, don't walk, to hire another company!