Southern Hearth & Patio

I've been trying to get service on a fireplace insert I bought from them in 2011. Staff is rude and uncooperative. Prices are high, and wait times - just to get a return call, much less actual parts & labor - is unreasonable. When the blower stopped working, the lady in the service department refused to send anyone out to look at it since I mentioned I also needed firebrick and she wasn't going to send anyone out with the firebrick in a second trip. It took multiple weeks to get to the point of them placing an order for parts. And guess what - since they won't come out to look at my blower they have to guess at the parts I need - all of which I have to pay for in advance. And sure, I can return un-used parts. For a 20% restocking fee. So here I am more than a month after discovering my blower doesn't work, and I've finally got a call that my parts were in and when would I like to come pick them up? After explaining - again - that my blower doesn't work and I'm expecting a technician to come out and fix it, I've got a service call scheduled for... 3 weeks from now. At a rate of $130 for the first hour and $100 per hour after that. And no they can't tell me what time of day. The technician will call me in the morning to tell me where I am on the schedule. If I could get service _anywhere_ else on this unit I would do it in a heartbeat. Unfortunately, I seem to be locked into this place as the regional distributor.

Technically is Ok, but the price was double what they said will cost. They should say what will it take to add remote control for the fireplace dollar price.; Adel

unknown

They were very punctual and came when they said they were going to be there. They installed what they said they were going to do. We did have an issue with that gas logs about a month or so later. We called them and they came right out and corrected it.

unknown

They were very professional and took it back with only a service call charge. I plan to use them for a different solution to my need.

I shopped this retailer to change my fireplace insert from logs to the reflective gas. The glass takes a different type of burner, and uses a pan for the glass. The total cost of the fireplace, burner, insert, glass etc. was $1700.00. They have "same as cash" if you make payments for 12 months. They do not take American Express so I could get my points, but payment was still acceptable. I looked on line and found United States Stove who have been around in Chattanooga since the 1800's. I got the new gas unit, pan, high reflective stove and remote control (which was included with the new burner unit NOT for an additional price) for $1065 installed. There is a $125.00 installation fee, which is included in the total price above, Southern Hearth wanted $150. to install plus any parts necessary when they got to my home. US Stove, parts are included in the $125.00 installation. I do not think any extra parts will be needed as my home is only 10 years old. Everyone at Southern Hearth were very pleasant and helpful; but when I shopped price, all of the suppliers were the same (reflective glass) I could not justify the price difference and US Stove does take American Express.

The builder originally bid a vented woodburning fireplae for gas log installation from Southern. We went to their store to look at the fireplace and discuss gas logs. When we saw the Mendota in their showroom, we knew we had to upgrade to it. The logs and fire look as real as you can get, and it is directly vented so no gas log smell or loss of heat up the chimney. They installed the unit in two stages to allow for the construction schedule. We did have a slight delay on the final install due to a parts problem, but it worked out fine. There was no pressure to upgrade to this unit, the product sold itself. I will definatley use them again. Their website is very good with a lot of pictures of installations in the area.

They were very good. They were very careful about getting anything on the floor. The only negative is every time that had to come back out they charged another service fee to replace the parts.