SOMD Hearth

"If you read one review, please read this one. We have a majestic brand fireplace, SOMD Hearth is one of a very few listed authorized service companies that has parts and knowledge on this brand. We called them back in early september, SOMD Hearth came to service late January, 6 months later. I do not recommend this company, here is why. They called us 4 times to reschedule. Each time they called to reschedule, it was the day before we were expecting them, reasoning was always that they had a technician shortage and the technician scheduled to come out quit. 11 months ago from the date of this review, Austin Tulin the owner states in another low rating review, "We have hired 4 additional individuals in the last 2 months to keep up with demand" fast forward to January 31, 2024. A random midday doorbell rings and at our doorstep is a SOMD Technician, we forgot we had this scheduled since nobody from SOMD confirmed the appointment with us prior to coming. Regardless of the fact, we made accommodations since it was months of efforts to get them to come out. The technician did apologize for the delay in service due him being the only technician doing services and at times is working several hours from early mornings to late evenings, with a full workload due to staff shortages. I, then requested for the technician to notify his supervisor as we waited very patiently for our fireplace to be serviced. That is when I met Austin Tulin, Owner of SOMD Hearth. I explained to him the situation and I requested if there could be some customer service given due to the circumstances. Nothing specific, just wanted him to make it right. Austin then told me he didn't see anything wrong with the wait and multiple cancellations and even accused me of taking advantage of a small business. Austin gave me the option of completing the work and being paid in full or leaving and having the technician disassemble my fireplace, leaving me to find someone else, despite waiting 6 months to have the work done by the manufacturers reccomended technicians. That didn't matter to Austin. We paid him for his services in full, but this was not right in my opinion. Austin Tulin does not care about his customer base and takes advantage that his company is just one of few authorized services for Majestic fireplaces. Austin, plays victim when customers bring issues to him instead of mitigating them. Austin, I kept my promise and wrote you a review. Please learn from this and treat your paying customers better. If this is a representation of how you treat all of your customers, I am sure you treat your employees the same. Which explains your employee retention issue. I also recommend that you give your only technician some relief in some capacity. Final thoughts, you have our contact information. You can still make this right, but if this review is still standing, it is because you failed to do just that. Almost forgot. I will also attach a video I have of his technician calling Austin to get clarification about a "crappy" manufacturer warranty that comes with the parts they installed. Austin refers to us as "the house giving him a bad review" and only wants to confirm collection of payment by his technician UPDATE: Austin, if we were too far, you should have stated that initially, instead you booked us and left on your books for 6 months. Please look through your communication records and talk to your tech, he stated that he called the wrong number prior to his arrival. We never got a call. We also have our records. I also never stated a dollar amount, I just requested some customer service, Instead, even in your Google response your accusing me of extorting you. I paid you in full. Don't worry about me calling, that is the reason for my poor review. You confirmed everything I stated in my review in your immature and unprofessional public response. New customers, please review other poor reviews to see the consistencies. Go somewhere else."

"Matt came out to do yearly maintenance on our fireplace and he was phenomenal! He was so friendly and professional. He was showing us certain things we should do throughout the year to keep everything in good order, and was showing us certain tips and different things about our fireplace which was great! I can't rave enough about how awesome Matt was!!"

"Had a new gas fireplace installed. The sales staff was very knowledgeable. Install team of Daniel and Jordan did a great job !"

"Installed quickly, company responsive immediately for any issues, shout out to Matt for helping with urgent issue during cold day. He was also a great salesman, very knowledgeable, great customer service! Thanks Matt!"

"They were very knowledgeable about helping me pick out the stove I needed for my house. The installation seemed rushed and the installer was yelling at the apprentice (I assume since he seemed less knowledgeable). A few rainstorms later I called and said the chimney pipe had water dropping in my house. I emailed them pictures and they had the guy come back out. He said he was sorry he was in a hurry and forgot to deal around the pipe in the chimney. Now that the weather has gotten cooler and I am running the pellet stove more I am noticing that there is a lot of soot in my house. I changed my house air filter last week(it was pitch black) then I changed it again 6 days later because it was almost pitch black again. When i called to get someone to come out and look at it she tried to schedule me for 2 weeks out. When i asked if there was anyway she could get me in sooner so that I am not breathing this stuff for 2 weeks she put me on hold. When she comes back she said she can get me in a week earlier but that is about it. When i was still hesitant about it because it was still a week away she tells me that if I don't want to breathe it I don't have to use it. Ride!! If they are that busy that they are running from dawn until way past dusk and still making puerile wait 2 weeks maybe they need to hire more people or not sell to new customers until they can take care of the ones they have in a timely fashion."