Hearth and Home Dist. of Utah

the installers forgot to install the air restrictors and the repair technician had to return to install them.

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I was told that Hearth & Home does not service products it does not install (i.e., you have to buy something from them first before they come out to your house to see if your fireplace can be fixed).

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The company was recommened to me by another company I use. The person on the phone was very helpful and accomodating and quoted the price to visit my home. The repairperon was professional and worked quickly and efficiently. He used a drop cloth and left the work area clean and orderly. The overall experience was excellent. I will use this company again.

We had some problems with the units that they had installed. It was not an installation problem but with the units themselves. We called them to provide their guaranteed service on these and they were instant. They also had a representative from the firm that manufacturers the units flown out from Minnesota to come and fix our units and they have worked ever since so we are really pleased with them. I will use them again in the future.

The salesperson was businesslike but was lacking a little in knowledge of the fireplaces we were buying and mistakenly told us they included fans when they did not actually include them. We purchased fans and had them installed. Preinstallation services (installation of electrical sources for the new equipment) were a little confused as we hired an electrician recommended by the installation company, who did not seem to know what was required, took a long time, and overcharged for his services. Once the installation had been scheduled, it went very well indeed and was accomplished within the timeframe we had been given.The fireplaces were left in working order. Unfortunately, the fireplaces themselves (not manufactured by the installation company) proved to be highly defective, requiring several return visits from the installation company. The company was extremely responsive, to the point that the manager called me on several occasions to apologize and figure out with me what could be done. Eventually, an engineer flew out from the fireplace manufacturer to examine and effect repairs on the fireplaces, and they have been operating satisfactorily ever since. In sum, the repairs involved the repalcement of a masterboard, the repalcement of two reset switches, and the replacement of two ignition assemblies. I was impressed with the responsiveness of the installation company and their obvious anxiety to ensure that we were satisfied with the end product. Unfortunately, it has taken four months to get the fireplaces operating properly, through no fault of the installation company. The defective fireplaces were manufactured by Heat and Glo. They were clearly put on the market without adequate testing. UPDATE: The company workedd assiduously with us to ensure satisfaction, even arranging for engineers to be flown out from the manufacturing company to put the firepalces right. They have worked without porblems since then.

The salesman was very knowledgeable about the product but did not return calls when I had follow-up questions. We decided to go with this company because we like the product and the bid was a little better than the same product from other installers. The estimator was very knowledgeable and professional. When we placed the order the salesman said he would get back to me the next week with an install date so framing could be ready. I never got an install date until the day before the install, luckily I was ready. The salesman did not inform the installer about a change to the original bid so they had to wait for parts to come from the warehouse. The installers did a very nice job and cleaned up the work site when they were finished but they did not re-light the water heaters. Needless to say our showers were cold the next morning. Not a big deal I can light my water heaters. Very happy with the product, liked the estimator and installers, not very happy with the salesman.