Wright's Hearth Heat & Home

We would NOT recommend that you use this company. We spent close to $10,000 on a fireplace. When we called with questions about why smoke caused our smoke detector to go off, they would only text us and would not talk on the phone. They said this was because of Covid, but that makes no sense. We have not heard that you can get Covid over the phone! The only thing they offered - via text - was that they could come out to inspect and clean the chimney in 2 weeks and charge us almost $500!!! The fireplace and chimney do NOT need to be cleaned! We told them - via text - that we had only used the fireplace for the last 2 months. Our house is brand new! They are terrible and seem only to care about selling products at inflated prices and not caring at all about the customers who they have ripped off. Very disappointing and a terrible way to do business. We don't know how they can stay in business. Buy your product and services from someone else!

Cleaned fireplace and chimney. Inspected chimney with inspection camera. Did not make a mess. Emailed a detailed receipt saying fireplace is OK and ready to use.

$300.00 wanted cash but took a check. Said we needed a new liner because the the one we have was installed incorrectly hence it couldn't be cleaned thoroughly..would cost a great deal to redo it. They had done the insert to begin with plus we've had them out to clean it and we're never told that before. They said they would give me an estimate but I have yet to receive it. Plus they broke off a huge metal piece. Lots of drilling for all I know they took this off. I'm actually scared to use the fireplace.

The project was an unmitigated disaster. We had a full proposal done with a representative coming to our home and reviewing our needs and taking full specifications, etc. We were told the project would take 3 days (work a full day Wednesday, partial day Thursday with inspection that afternoon, and finish Friday) and cost $7,200. We were also told our entire fireplace would be completely sealed in so none of the existing fireplace odor or chemicals could leak out (my wife and young daughter are chemically sensitive and this was the entire impetus for the project). I paid a deposit of just over $5,500 and we agreed to move forward. The team showed up 3 hours late on Wednesday, didn't come at all on Thursday, came back on Friday and then couldn't get the inspection until the following Monday - leaving our entire fireplace open (as they had removed the flue and ash-catch) and our whole house smelling of creosote and smoke for the weekend. Then, they failed the inspection on Monday. They then didn't come back out to resolve the issues from the first inspection until Thursday at which point they opened the box of the final piece of the fireplace surround for the first time only to find it damaged. They then waited until the following Tuesday to order a new one, which they assured me they would overnight - but didn't until I got extremely firm with my service rep and they got it there on Friday with another inspection scheduled for that day. Which they again failed. They finally passed the following Monday and came to seal up the fireplace on Tuesday, which, lo and behold, they can't do because of the design of the fireplace they recommended for exactly that purpose. They also had a high-chemical and high-odor sealer for the spaces they could do and assured me that they would be happy to come back and seal the surround to the best of their ability (not fully, mind you) with a sealer of my choosing. They also said a reduced price would be offered as compensation for my trouble and accepted a final check of $1,000 (bringing the total payment to just over $6,500). After finding an appropriate sealer I reached out to the company to finish the project and even offered to pay more for a new surround to make sealing it easier and more efficient, at which point I was assured they're happy to help, will charge me cost for the parts and work to complete the job to our satisfaction. However, I was informed the next day that in order to continue working, I would need to remit the full, contracted price (not the discounted price as accepted by the company representative) as well as pay for any and all additional work (i.e. the completion of the original job as contracted). So (very) long story short, I'm down 3 weeks, $6,500 and have a still as of yet unfinished job. Suffice it to say I would strongly recommend not using Wright's services.

I am confident I now have safe, efficiently operating gas logs

Excellent service call by courteous and professional technician. Care was taken to assure dust, dirt, and soot did not escape into the house. Work area was covered with a drop cloth and vacuumed upon completion. Technician explained completed work and answered all questions. A pleasant experience.

I recently had my roof replaced and my roofer told me my chimney was in bad shape and should be removed. I wanted a professional opinion, however, so I called around to a number of places on Angie's List that advertise chimney inspections. All of them quoted me $150 but they were booked up. Wright's quoted me $175 but were able to get someone over within a few days. I was gone for the inspection but my fiancé was present and she informed me via text that the inspector was inspecting my unvented gas logs and not the chimney. I told her to have the inspector stop the service and not pay him until I could get it sorted out. I called up and spoke to a representative and she informed me that a chimney inspection actually costs $220 (or something in that ballpark). I told her I refused to pay for the gas log inspection and that I would be going elsewhere for the chimney inspection. About an hour later, I got a call back from Wright's and they offered to do the chimney inspection for $175 and not charge me for the gas log inspection because the person who originally gave me that quote was new and not familiar with the types of inspections they performed. I was stunned at their amazing customer service. They could have easily just let it go and not tried to make amends. But they were responsive, apologetic and eager to make things right. I was very, very impressed. This level of customer service, in my experience, is rare. And had everything else gone smoothly, as I assumed it would, I would have given Wright's "A" grades across the board. But unfortunately, after performing the chimney inspection, they never sent me the report! My fiancé had paid them on the spot after the correct inspection was completed but a report never followed! I waited almost a week and I called back. They said the report had gotten lost or misplaced as a result of a computer glitch. However, they were somehow able to resurrect it and email it to me. So Wright's seems to be very well-intentioned. They are run by friendly people who are responsive and customer-oriented. But their execution needs improvement.

I decided not to use Wright's Hearth Heat & Home and instead chose a company that did not charge for a price quote.

I am very unhappy with the service. I was charged a lot for a partially done job. Furthermore, I was told that all my chimneys were in need of repair work, liners, etc. and that I would receive a detailed estimate with three different options for the repairs as well as the inspection report with photos of the problem areas found in each chimney. When after several days I still had not heard anything, I called and requested the information. Still I did not receive it, so I tried sending an email. Finally, after a couple of weeks, I received an estimate for one type of repair that was in the thousands of dollars with no documentation or photos. I continued to ask for the estimates and documentation/photos of the problem areas as well as different options for repairs that the guy that did the work told me were available. I was finally being contacted by Josh Wright (assuming an owner of part of the family that owns the business). In addition to not providing the options I was promised, not providing documentation and photos, he addressed me by a wrong first name and referenced an address for the work that is unknown to me. I pointed this out and asked if the estimate he sent me was for a different person and home and he said that was a mistake. He also promised that I would receive the back up documentation and photos on each occasion that I corresponded with him. I still have not received that information and have basically given up. Ultimately, I contacted someone else to inspect my chimneys and was told they are all in good shape (and this person actually went on the roof to inspect from above as well as from inside the firebox). Additionally, this second person told me that all of my chimneys have high quality liners already installed!

It went very well. I was very pleased with their friendliness, competency, and knowledge. They sent out two crews 1 for the chimney and 1 for the gas logs.

From the beginning, Josh was professional, easy to work with and always attentive. Pedro and his crew did an amazing job patching in the wood boards, then stripping, sanding and staining to my chosen color. They covered everything and vacuumed all the dust as they sanded. They also stained new wood floor registers to match. They even came back to touch up some quarter round pieces that I was unhappy with! Above and beyond the work.

All went well. The crew cleaned the area up very well after the work was done

The sales staff was very knowledgable in helping me decide how best to convert two fireplaces to gas logs. The quality of there units is excellent and they provided me with the information I needed to make a decision I am very happy with now. They did the inspection of the flues and found a problem with one. The inspectors were familiar with the units I was planning to install and helped me make adjustments without doing expensive flue repairs. The installation was done professionally and quickly. My only negative comment is related to expense of installation and flue inspection. Given the time involved with both the costs seemed excessive.

Levi was very knowledgeable & explained everything as he went. Would definitely use Wright's again.

I chose them because of their grades on Angie's List. They met my expectations.

It went great. They are clean, the chimney is good, he showed me how to turn them on so I'm not nervous now about lighting them. In a previous visit he checked my chimney to make sure it didn't have any leaks because after a new roof being put on the house, my roof has been leaking. He did not charge me for that visit.

My call was returned promptly by a very courteous and professional staff member that scheduled the service within a few days. A two man crew responded to service call exactly on time. They consulted with the fireplace manufacturer on the diagnosis during the service call and identified and resolved the problem. They also serviced and cleaned the unit. Looks better and works like new now. I won't call anyone else for fireplace needs.

He was able to talk me through igniting the pilot light so the light would stay on - it had been going off after a minute or two. They did not need to come out to my house. I was very thankful for the help and would use them if I needed them in the future.

Twice I have been to this business for service and both times I have been left feeling my problem was not important to them at all. I am trying to get a FP insert repaired. My first visit I was told by the tech that he would search for a part and get back to me, I still have not heard from him, even after I attempted to contact him with email. No response what-so-ever. Second time I was flat out told by a different person that there were "about a thousand people ahead of me", and that I should search for the part myself and let them know if i found it. Holy cow. I reckon if you don't have a big install for them to do, you're just out of luck. Will not be visiting these folks again.

Everything went as expected.

My wife and I have been shopping for and investigating gas logs for over a year. We visited several providers and were not satisfied with their price, professionalism, and knowledge. Wright's were very friendly and accomodating as they gave us the different styles of gas logs. We purchased a vented set and are very happy with the purchase. The gentleman who installed them was very professional, on time, explained to me what he was doing and gave me clear instructions on how to use them. Wright's was several hundred dollars less expensive that the other providers. We will gladly recommend Wright's to anyone interested in purchasing gas logs.

Cannot comment on repair cost or quality as luckily the chimney was in good working order.

Job went very well. Chimney never looked better and is now protected against future leaks and birds or other critters, such as bats entering in my attic.

The quality of the work is very good, all the fires work as they should, and look great, however the journey was a little bumpy. The biggest problem with this company is communication, I regularly called the office and left messages which were not passed on, I did receive an apology from the owner once he realized this was happening. It's a pity because the guys doing the work were all very nice and professional and did a great job, but the office staff are letting this company down. Obviously the main thing is that the fireplaces all work great and look fantastic, Wrights aren't the first or last company that have bad customer service but they do an outstanding job on fireplaces, and I didn't call them for their customer service, I called them to bring 4 fireplaces to life, and they did that extremely well. So if I was to rate them for customer service it would be 'F' but for fireplaces it would definitely be 'A'.

I last used them a couple weeks ago.They're a very good company and easy to work with.