THE HEARTH SHOP

The technician that came out on November 18, 2024 to perform some much needed TLC to my 2008 gas fireplace that has never been maintained. He did an excellent job and is the only reason I gave them two stars. But he did tell me I needed to order a couple parts that it will need soon and I should keep on hand. I have been trying to acquire those parts from them since then. As of today, February 12, 2025, I still do not have those parts. Their customer service is horrible. One of the worst I’ve ever dealt with. They answer their phones but never follow through on doing what they say they will. And they never call you back. Never.

Outstanding! Katie the technician arrived precisely on time, was courteous, friendly, very informative about the fireplace's operation, clear in communicating what she was doing and helpful regarding suggestions for how we should keep it in good functioning shape.

I am appalled by our experience with this company. They are unprofessional, rude, incompetent, disorganized, sloppy, and combative. The woman who answers the phone (somehow she's a manager???) has no business working in customer service. They don't value their customers and they aren't afraid to make that completely clear to anyone who takes a chance on them. They are unapologetic about errors when they make them (and they do) and they won't hesitate to try to blame you for their mess ups. The reviews for this company were good when we chose them. Their reviews have tanked since then. If they ever WEREN'T terrible, they are now. DO NOT WASTE YOUR MONEY with this company. They couldn't care less about you anyhow.

If you live in NE Ohio, DO NOT use these companies (one in same - Chimney and Masonry Co/The Hearth Shop in Westlake)!!! They are so extremely rude and very hard to work with. The woman who answers the phones is supposedly the manager and she is extremely rude and short with people, and doesn't appear to have a very good personality. The sales guy was great at first and then he became rude and short as well. They always tell you they're going to do something and then they never follow up with the customer or get the work done when they say they're going to. Then when you call them out on their BS, they just simply blame the customer and become even more rude. Just an awful company and one of the worst experiences I have ever had with working with a contracting company.

Our application calls for only limited use of the fireplace so we took advantage of a discounted price on a previously installed unit that the store had in stock. So, for the purpose of this review, it should be noted that this unit is admittedly at the lower end of the price spectrum for installed gas fireplaces. In terms of quality, the Napoleon product at this price point looks fine. However, in my opinion, the construction of the unit is rather "flimsy" and the fit and finish leave a lot to be desired. When we discussed the purchase of the fireplace in the showroom, we noted that we wanted the higher-grade chimney-top vent. Lo and behold when the installers arrived, they had the "ugly" version and that's all they had to offer. I admit it was my mistake for not paying attention to the details when we finalized the purchase but, since we noted that as a specific concern, it would have been nice if they were more attentive to our request. I would suggest that those who purchase from this store should obviously be sure to have each detail in writing before agreeing to a purchase. The installation techs were pleasant and seemed knowledgeable but the wiring and controls for the fireplace were left in a "jumbled" mess and the operation of the fireplace was intermittent (due to a loose wiring connector). Also, the remote was left in the bottom compartment tangled within the wiring. After fixing the loose connection and finding the remote, the fireplace appears to work okay. Though we have not used it in the winter yet, we expect it to meet our needs. I accept responsibility for the missed details and I am okay with the value received for the price paid. However, it is an issue with removed materials and lack of response that has completely soured me on this store. The installers removed a stainless steel chimney cap that I intended to use elsewhere and took it with them. Apparently, they assume everything they remove is theirs to keep. I am familiar with the concept of contractors removing scrap materials and I typically appreciate it when they do so. However, I expect that the removal of any usable materials should be discussed and agreed to with the customer. I was not aware that the cap was taken until I looked for it after the installers left. I inquired about the cap with the office and received no follow-up response.

When the parts were installed the service tech was unable to make the gas log work. He said the whole system was junk. I requested that he take his parts back, since they did not solve the issue and return the money for the parts. Could not do this. In the end, I spent $700 to repair my gas log with this company, followed their recommendations, and I do not have a working gas log. The only solution offered was to spend an additional $1500 with them to replace the entire system - no promise that this new system would work. I expect a company to stand behind their work. If they diagnose a issue, recommend a repair they should solve the issue - not then ask for more money to resolve the issue.

From Pam in the office, Marcus the Sales Manager amd Mike the Technician that came out to the house, I have never dealth with a more professional and courteous group of people! They were patient with my many questions and thorough and knowledgeable in their recommendations and responses. Mike, the Technician that originally came out to the house in an attempt to repair my Monnessen insert, also cam out to install the log set that I selected. He was unquestionably the nicest guy and even repaired a hole in our firebox that a previous company had recklessly chiseled out. The people at the Hearth Shop are very knowlegeable in working on these old house in Cleveland Heights and I would I recommend them to any and all of my neighbors. John (the owner) you should be very proud of the people you have working for you!

The technicians were polite, prompt and seemed knowledgeable. They worked diligently when here. The problem is not fixed. I spent money on service calls and repairs, but ended up in the exact same place I started in. I was offered a discount on the purchase of a new fireplace unit from them. Not acceptable. I want the full price of the parts returned to me.

Everything went very well. We decided to convert an old grill in our basement (built in) into a gas fireplace. We had several people out to inspect it, and the determination was that a gas insert would be OK but that there was no way to put vented/ventless logs directly into the box. We shopped around at all the A-rated fireplace shops and gathered quotes. Hearth Shop wasn't the cheapest, but after speaking to John and Marcus in the show room, I knew we'd be taken care of. John (a different one) and Greg came out this morning to install the fireplace. They were quick and professional, leaving no traces of their work behind. They showed me how to use the fireplace, including all of its safety features. I won't hesitate to use them for further fireplace/gas heater work as needed in the future!

Was not an easy problem. Spent almost two hours fixing a problem we did not know we had with the fireplace. Cost was as quoted and he did an excellent job. Very happy with the service and price. Also he was on time to the minute! Love that.

I stopped into their shop on Center Ridge Road in Westlake to chat about converting my wood burning fireplace to gas. I spoke with a very helpful young man (John) and set an appointment for a visit. I should mention that John explained to me the difference between vented and non vented and gave me a book with information. He was very helpful! Then another gentleman, John Anghilante, came out to inspect the fireplace and he also was very helpful in providing information on the type of fire box I had and the issues with the gas starter that was already in place. He gave me an estimate on a couple different log sets that I had chosen. Installation was completed less than 30 days later. The installer, to my pleasure was the gentleman who helped me at the store. He was quick, clean, and very helpful in terms of explaining use and maintenance of the logs. Also, he cleaned the doors and gave me some advice on that subject.

I stopped in the shop to inquire about gas logs. John showed me some products and set up an appointment to take measurements and provide an estimate. He showed up exactly at the time agreed upon which is very important to me. John did a great job explaining how the installation would go and how the gas logs would operate. He was very thorough. We agreed on a price and he said someone would check to see if they had the model I selected in stock call to set up a date for installation as soon as he had the parts in. I got a call the very next day and set up the installation for the following week. Installers arrived on time and were polite and efficient. They completed the installation in a couple of hours, cleaned up and explained the function of the remote. The product does everything they said it would and I am pleased with the entire process. I would happily recommend The Hearth Shop to others.

The workers showed up early in the morning to begin demolition of the the chimney. By 9am I had a hole from my living room to the outdoors. Plastic was secured to help keep out the cold and the entire crew went to work. It was definitely a job well done.The project took two complete eight hour days. My yard was cleaned up after each day and the at end I had an awesome new fireplace.

They were very good people and experienced. They were punctual. They measured carefully. It wasn't easy to put in because I have an older house so they did everything that needed to be done. It was good.

Very well. It works beautifully!

Went to store. Got good advice on picking fireplaces. Loaded in car and took home. Called guy they told us to call, he came and did a terrific job, including some good ideas and implmentation for a tricky double installation of gas lines.

The representative from the Hearth shop spent an hour with me advising me on the different log types, ignition types, etc. He was very honest and recommended the full setup which met my needs (advised vented vs. ventless, remote start vs. pilot vs. manual, etc.) . I already had a plumber coming to install, or I would have used the Hearth shop for that too. I was very pleased with their service and have LOVED the log set. The price of good gas logs was a bit of a shocker, but the Hearth Shop doesn't charge any more than their competitors. I would recommend them highly.

Every person involved with the project was extremely pleasant and professional. The in-store people were very helpful in explaining the possible solutions to our problem, and everyone who came to the house to do the work was unfailingly polite, enthusiastic and conscientious about avoiding any damage to the house and doing a thorough cleanup when they finished.

The worker got both up and going in under 1 hour. Very pleased with the work.

They generally did a good job - gas line to fireplace had been dismantled - we had no clue; they installed logs, subcontracted out new gas line to good contractor. They even discovered that our basement waterproofing wasn't covering all of the area in front of the fireplace, helped us figure that out for additional repairs by waterproofing company. They did a fairly ok job - only unfinished detail - sent someone in to paint the inside of the fireplace, they just did ok on that. Some masonry repairs remain unpainted.

The service man showed up on time, and was friendly and professional.

The owner came out to the house for an inspection, was very nice and professional. Did not try and sale me something I didn't need. My fireplace looks awesome. Before it was just an ugly hole in the wall. Now it's beautiful, and I'm warm. I went to four other fireplace shop and none of them offer to come out and look to see what was needed. They just gave the crazy HIGH estimates. The person the came out for the install was very nice and clean, put down tarp and took off shoes :)

The Hearth Shop did the fireplace installation. They have a and quot;sisterand quot; company that does the gas line installation--don't remember their name at the moment. They did an excellent job, both the Hearth Shop and the other company. We have been enjoying the gas logs on cold winter evenings; our family room is normally about 5 degrees colder, at the fireplace, than where the furnace thermostat is in the dining room--on cold winter evenings with no additional heat in the family room. We had vent-free gas logs installed. They generate lots of heat. We normally have to use them on the lowest setting to avoid the family room area getting too hot too quick. The heat from the logs drives up the temperature at the furnace thermostat in the dining room, also. We also had them install logs that are controlled by a battery powered remote--so in case of power outage we will be able to use the logs for heat. The Hearth Shop, when it was under different ownership, and was located in Fairview (instead of its current Westlake location)--installed our fireplace doors and screen years ago when we were burning wood in the fireplace. The screen had rusted a bit. The Hearth Shop recommended painting the screen, and did so when the gas logs were installed in October 2013. The metal damper at the top of the fireplace had been removed at some earlier time, when we had a damper installed on the top of our chimney. The Hearth Shop installed a new metal plate at the top of the fireplace, so heat wouldn't be wasted in heating up the air in the chimney. The vent free gas logs cost was about $1300 including tax. So the gas line installation must have been about $900 including tax. The gas line had to be run from the opposite side of the house to the fireplace. That's about it.

Fireplace is exactly what we hoped it would be, even exceeded our expectations. I have already recommended The Hearth Shop to friends. With the amount of work we were having done, I was concerned how the project would go, but it could not have gone any smoother.

The first thing on the morning before Thanksgiving, John from The Hearth Shop arrived earlier than our appointed time and proceeded to perform maintenance on our zero clearance gas fireplace. For the next hour he dismanteled the front, inspected and cleaned our unit and answered all our questions. He made suggestions as to its operation, and even advised us of the special product he uses to clean fireplace glass. He was informative and friendly. This was the first time we scheduled a routine maintenance. Overall, it was a pleasant experience due in large part to a particularly professional and friendly technician. We chose The Hearth Shop from Angie's List... now we know why they are highly rated. Should anyone we know want the name of a good gas fireplace maintenance place, we will gladly say and quot;The Hearth Shopand quot;.