Volunteer Hearth & Home - Crossville

INCOMPETENT or DISHONEST or BOTH After one non-fix service call ($90) and seven months of phone calls, Hearth and Home said our 20+ year old unit had to be replaced for $1,200 turning it from a direct vent propane fireplace to a ventless one. Consulting a Cookeville competitor resulted in rearranging the logs, which had been improperly placed, and the fireplace worked fine, There was no charge.

Tried to scam me into a new vented fireplace when it turned out all that was needed was a replacement part and log placement adjustment done by another firm from Cookeville for $38.00.

AWFUL!!!! Shane Turner arrived at our house several hours earlier than the appointment time his company had set for us. His helper climbed up on the roof to inspect the chimney cap. He told Shane that there was "a little rust, but it was okay". Shane decided to see for himself, and managed to tear siding off the chimney, and then low and behold, " there's a hole in the cap!". He priced the chimney cap at $250 + $150 to install the cap. After that incident he came in the house and rocked the fireplace unit so hard that he broke it away from the rock and mortar surrounding, leaving the top of the firebox leaning down and backwards. Next thing out of Shane's mouth was "well, this problem is gonna cost you even more!" After Shane and crew left, I realized the damage he had done, and called his company to complain. Shane called me back and told me I "had lost my G** D*** mind!". He actually cursed at me!! I told him I had pictures to prove what I was claiming and was now going to file a police report. He hung up on me, then minutes later called back and my husband answered the phone. Shane told my husband, "You go ahead and sue and I'll come kick your M***** F***ing A**!". I tried to call him later to reconsider his position, but he did not answer my calls. I have pictures, witnesses and legal documentation to prove my fireplace was in need of only minor repairs before Shane Turner entered my home and broke it! Don't let Shane Turner or his company anywhere near your home if you place any value whatsoever on your property. I filed a police report for property damage and for the unnecessary roughness. What a loser!!!

Last year I found a different company to clean my chimney. He told me that my stove was improperly installed, a fire hazard, and my insurance company would not approve the installation. They had not put in enough stove pipe to reach the end of the chimney. What happens is that the last few feet that is short causes a temperature change and creosote forms. I was not sure if this service person was correct. At the same time my husband was undergoing cancer treatment, and I forgot about the chimney until we had a ice storm, that took the chimney top off the stovepipe. I climbed on the roof to wire it back on I was exactly what the previous service person was referring to as my stove being unsafe. I did not use the stove any more because the weather warmed up. I recently went by Volunteer Hearth & Home to discuss the installation. I spoke to a man in the office. He assured me that they would be right out to check out my chimney and make sure it was safe. I am not surprised that they did not show up. I called five times to re-schedule. The first four times Shane, the owner said he would have Chuck return my call. On the fifth call a lady in the office said she would have Chuck return my call. To date that has not happened.

.This all started in about 8/1/08,my mother had a new house built.Shane Turner sent a couple guys that did not know what they were doing.Started by guys not installing garage door right,with no stop sensors,and they left something under the door and bent it .My mother was in her 70,s at the time,and she got trapped in the garage all the time,and could not leave.Shane was supposed to come out several times,but never came when he was supposed to.He sent the same guy several times,4 to be exact ,but he could never fix it.I never saw one of the guys again,Shane finally came out,he finally got the door working,i asked him about the one guy,and he said he did not work there anymore,I wonder why? Shane would never admit they did anything wrong,he said and i Quote(We beat the door back out the best we could,its not all that bad). The door should have looked new,since it was new. I had a sorry contractor ,his name Greg Smith,he done a bunch of horrible work to,i tried to get something done forever,never worked.If know one believes me they can come and look at all the work these guys done,lot of it looks likes a bunch of school kids worked on it. Shane Turner is the worst possible type of person,someone that will take advantage of a old woman,i have been angry about this for several years now,i guess there is not much i can do about it,I have been hoping to see him out somewhere for a while now,with no luck yet. I can tell anyone that thinks about using him be sure he does not get the chance to take advantage of a elderly person, Shane does not care,he just wants the money. I can prove everything i just wrote down! toddwilbanks@yahoo.com

Perfect. They were on time and set up quickly and provided excellent instructions in how to use.

I originally stopped by the office of Volunteer Hearth and Home on October 7th because I had a lightning strike to my house and the garage door opener was not working. I spoke with the office manager at the desk and was told someone would call me and come out sometime before Friday and likely Thursday Afternoon. He was professional, very pleasant and I felt they would give great customer service. So, while I was there, I also set up an maintenance/cleaning for my fireplace - since he said they were busy that week, I scheduled it for Tuesday, October 21st. A service technician by the name of Brad came to the house late Thursday afternoon (10/9) and told me the motherboard was out and he would order it right away and call me on Monday or Tuesday to set up an appointment for one of those 2 days. I did not hear from Brad or the company the following Monday or Tuesday so I stopped by the office on Wednesday (10/15) to find out the status of the motherboard. I was told they would check on it and get back with me by phone. Since the my appointment for the fireplace was coming up the following week, I agreed to have both the garage door opener fixed and the fireplace maintenance completed on 10/21/2014 which was 2 weeks after my initial call. On 10/21/2014 - they were a NO SHOW for both appointments. THEY DID NOT CALL OR SHOW UP FOR THOSE SERVICES. I called the company late that afternoon and spoke with Shane. He stated even though I had a scheduled appointment - everyone was in Knoxville that day and he would check with Brad and get back to me by phone. He did not call back. On Wednesday (10/22) I went to the office again and met Shane who stated he was the person who talked with me previously. He did not let me know that he was actually the owner. He said he was only filling in and had been out the prior week on vacation. I explained that I still had not even been called once on the progress of my request and if they did not want my business, could they please refer me to someone who would help me. I further politely told him I was not satisfied with their customer service, felt he should know and have the opportunity to correct it rather than me just losing the business without knowing why. I also wanted to make sure they were still interested in providing services to me since they and quot;alreadyand quot; ordered the motherboard. The owner assured me that he did want the business and opportunity to correct the customer service. He then called Brad and the company for the garage door motherboard. It had not been delivered yet (on and quot;backorderand quot;) and he would call me right away when he found out when it would be delivered. Shane did leave a message with me shortly thereafter to state the motherboard would be in the following day (Thursday). I called him back and we agreed that they would call me to set up the appointment for the garage door opener as soon it came in. Since they were busy, I stated I could wait awhile longer for the fireplace maintenance and did not reschedule it since I was really most anxious to get in the garage door opener fixed. I have not received another call from the business and it is now 10/27 or 20 days since my initial contact with the company for repair. It is apparent that my business is not important to them and they do not want to improve customer service even when it is politely addressed to them. I had planned on sending them to my mother's for the same services but that is certainly not going to happen. I have called another garage door company and will not be patronizing their business for any services in the future. I hope others have better service than I have. Such a nice store with such disappointing service. AS A POST SCRIPT: Just prior to writing this review, I contacted Crossville Door Company and asked that someone come to my house to see about repairing the garage door. By the time I completed this review and within 2 hours of my call, a gentleman by the name of David from Crossville Door Company came to the house. He had a replacement motherboard on hand (I didn't tell them what the make of the opener was), replaced it, lubricated my door, changed the batteries in my remotes, re-set the garage door openers, and garage door bypass combination and was out of there in about 1/2 hour!! I wish I had called them 3 weeks ago. l

About three weeks ago, Volunteer Home and Hearth was contacted about a gas leak in an insert that they had installed. On the following Monday, an employee arrived but was unable to find the leak. He indicated that another employee would come later in the week. We hadn't heard anything by that Wednesday, so I called the company and was informed that the we could expect a service call that Friday. My husband waited all day for the repairman and he didn't come, neither did he call. On the following Monday, I called again and inquired about the service. Rescheduled and again, no one came. And repeat. Today is Friday, and I have once again taken the day off. I called again to inquire. They close a 4p.m.; it is now 4:05. I have no idea if they are competent or whether their prices are reasonable. I can say that I have found their customer service to be extremely poor.

Very professional, knew what he was doing. I had fireplaces at my home and two family locations, and all were inspected thoroughly and then he went over the inspections with us and pointed out any potential problem areas in the future. I was impressed with his knowledge, professionalism and honesty. Great value too - I saved quite a bit by using this company versus companies that were closer to me. We will defintely use this company again!

It's been working perfectly since installed. We'd definitely use Shane and his guys again.

Stay away from Volunteer Hearth and Home, bad news!