Hearth Product Services Inc

"Scheduled for service this morning - spoke to the tech as he was sitting in his van outside my house. Our driveway had just been resurfaced and he wouldn't come in to perform service because he didn't want to walk across the wet grass with his tools. Not sure what makes him better than the other 5 contractors I've had inside the house this week (who walked across the front lawn to get in), but if I could offer zero stars on this review, I would. Unprofessional and rude at best."

"As with any company, our employees have limited resources. We have limited time, money, energy, and even patience. The ugly truth is there are some customers who will never be satisfied, no matter how far you bend over. No matter how much time you dedicate, these customers will still be unhappy with what you provide.There will always be nasty, abrasive, grumpy customers, especially if your business serves a large number of people. If you deal with 100 customers per week, there’s a good chance that ten of them will have woken up on the wrong side of the bed."

"Left telephone message at noon on Tuesday inquiring about maintenance appointment. Then tried calling about 4 more times during the course of the day-no answer. On Wednesday I called and Kelly answered the phone. I explained I had left a message the day before and had tried calling several times after that-no answer. She barked that "I am at my desk every day from 11-3 and I have at least 150 messages I am going through. What can I do for you?" Incredulous, I replied "with that attitude nothing" and I hung up. This is not the first time I've experienced her rudeness since we have had Hearth Product Services out to the house before to service our gas fireplaces. Service was OK. It's easy to see why they only have a 2 star rating. I would give it a zero but you have to select at least one star to post a review. Hopefully, these negative reviews will keep others from patronizing this business. There are many, many qualified and licensed dealers/techs in this area and the few I have spoken to since this incident have been friendly, polite and most helpful. Shame on you Hearth Product Services!!!"

"Whoa! Called to schedule my renter's fireplace not working late September. They came out to service it fairly quickly, I admit that. Stated that it may not be the problem I thought it was but rather a simple cleaning was needed. "How nice" I thought, they actually attempted to save me time and expenses when my diagnosis might not even be the problem, "how nice". Weeks later, I get the invoice, they did the cleaning but stated on the invoice "no spark at valve ". I call because, hey, my main reason for calling was to get it working and it was downhill from there!!! The lady took 7 rings to answer and was clearly rude from the start! After I stated my name she literally started screaming at me that I have to pay this invoice and something about a battery and she could have charged me more. I said, "excuse me? I dont Even know what you are talking about". Realizing she had the wrong person, she abruptly placed me on hold. Coming back on the phone moments later and still worked up from that 1 sided screaming match, she told me that she didnt know if the fireplace was fixed or not. How could you not know? Based on reading this workorder, "no spark at valve, may need to replace pilot assembly"..to me...means it's still its working. She told me she doesn't know and if it comes across her desk, she assumes it's fixed. My main problem, aside from being wrongly screamed at...is the fact that she didn't apologize for that mishap and continued to have a bad attitude because I was questioning what EXACTLY I was paying for. I even told her, I think you are still worked up from who you thought I was, all I want to know is if its working or do I owe you more money to come back out. She then told me she'll call me Monday between 10am-3pm after she reviews my paperwork. Ummm, shouldn't you have reviewed my paperwork 1st????? Sure I could call my renter and ask BUT, I'm paying Hearth, shouldn't I be able to call them to follow-up especially when the comments suggest it may not be working? Important to note, the work was completed early October, it's late November. I will say that the inital scheduling was easy and they did call before they arrived. Attitude is everything!"

"I have never experienced such poor service! After an original call to schedule repair to our gas fireplace in early September, we had a tech come our on 9/27/16. He diagnosed the issue as a bad valve (pretty major part/repair). With trust I thanked him and asked if I needed to do anything or if the company would could be calling me when the part/s arrived to schedule a follow-up to do the repair. The tech assured me they would call. After 4 weeks of waiting I called them. I was told that they were waiting for me to "approve" ordering the parts, as they were costly. After extreme irritation with no apology offered, they BEGAN the process of ordering the part/s. I was told it would take 1-3 weeks. I shared the disappointment my girls would have not having the first fire on Halloween (our tradition), but expressed my appreciation for Kelly's "seemingly supportive assurance" that she would place the order right away and call me as soon as it arrived to schedule the repair. I was hopeful to at least have it ready for use for our Thanksgiving gathering. Fast forward to 11/17/16. I received a voice message on my cell phone: "need explanation why we don't want the special ordered parts". He went on to tell me that they never order without a deposit, but they did, and they spent a lot on this (clearly angry about it) ... plus he said, "I don't think you even paid for the initial visit! Seriously!! About $200 if I recall AND his tech took about 20 minutes to write the receipt, all the while having a casual conversation with the office person who I heard him give the diagnosis and request the parts! Don't know who the office person was he spoke to, but betting on Kelly. I called the office after listening to the insulting voice message and once again reached Kelly. She said something about a paperwork error (or two), and she couldn't imagine who called or why. And she complained about the company they bought the parts from, saying they were the reason it took so long. After reminding her that she promised to call me, she changed the story to say it came in but they had to check it to make sure it worked because sometimes they get parts that don't work. This of course only added to the irritation level and made NO SENSE or said little about WHY she didn't call me to tell me the part was in and schedule the repair. I insisted on talking with the owner, who she said was not available but would let him know about my concern. Then she asked if I wanted to schedule the repair. Irritated BUT wanting my fireplace fixed I said yes and asked when. Her reply, "not until December". Unreal. I am still waiting for the owner to call me back. I think I will be calling another service company!!! AND so ... I wanted to add to my earlier post because I continue to be shocked by the poor customer service of this company. Talked to the owner, Gary. He was very argumentative and unapologetic. Unbelievable really. Have to make a copy of the check I wrote and mail it to them because he can't find it AND his tech had not written down that it was even received. I have no confidence in the quality of their service or followup in the future. though it is another unfortunate delay, I will absolutely find another repair service provider."