Southwest Home and Hearth Inc

"I would give ZERO stars if that was an option! The female sales person at SW Home & Hearth is arrogant, rude and clueless about the products she sells. I'm building a new home which will have a wood cook stove. I gave my contractor a detail drawing showing the height from the stove to the ceiling (5 ft), the height of the attic space (6 ft), and the height above the roof to meet code (2 ft above roof within 10 ft which in my case is 4 ft). The chimney (portion within the attic and through the roof) is supposed to be double wall/insulated pipe all the way up. She sold my contractor 6 ft of galvanized double wall pipe which was installed in the attic, and a 48" section of SINGLE wall stainless steel pipe through the roof. Single wall pipe above the roof voids the listing/installation instructions, and because single wall pipe requires 18" clearance to combustibles, it could have BURNED my new house down (had I not discovered her mistake! In addition, the chimney cap has a twist lock connection, and the single wall pipe has no twist lock connection. So there was no way to properly attach the chimney cap, and it flew off twice which destroyed it. Also, the single wall SS pipe has a smaller diameter than the double wall chimney pipe, so there was no way to get a tight fit on the storm collar. When I discovered that she sold my contractor the wrong pipe (single wall, not double wall), I asked my contractor to return the single wall pipe and exchange it for a 48" stainless steel double wall/insulated pipe (I gave him the model number 6DT-48SS), and to also get a new storm collar. Instead of telling him that they don't carry the stainless steel chimney that I specified, she sold him a 48" long galvanized chimney (which would rust and look terrible), and the wrong storm collar. The label on the storm collar said it was for a DIRECT VENT GAS appliance and NOT for SOLID FUEL! So I told him to return both of them, and I would order the correct parts online. For the stove pipe within the house, she sold my contractor four (4) different sections of DuraBlack pipe that equaled almost 10 feet in length (for a 5 ft interior height). There was NO WAY any of these pipes could have fit together to connect between the stove and the ceiling support box. After multiple emails and calls to "Nick" at DuraTech Technical Support to get help with this installation, I learned all that was needed was a DuraBlack 6DBK-TL (2 piece telescoping pipe that can extend from 48" to 68" with a trim collar) and an adapter at the stove outlet for this to work. The 6DBK-TL is supposed to come in a box with 3 parts: an outer pipe, an inner telescoping pipe, and a trim collar. But she only provided the outer pipe (no inner pipe and no trim collar). I called to see if they had the telescoping pipe in stock, and I was told that they did have it. I tried to confirm that it would come in a box with all 3 pieces (inner telescoping pipe, outer pipe, and trim collar), and she insisted that it was only ONE pipe section and there were no other parts included (which explains why my contractor only got 1 piece of the telescoping pipe). She said that it would telescope into any other "existing" pipe. She would not listen, she didn't care if Nick at DuraTech Technical Support confirmed that it comes in a box with 3 pieces, she told me she has 15 year experience at this, that I didn't know what I was talking about, and to go buy the pipe somewhere else (which I did). I suspect that she is charging the full price for all 3 pieces and only giving customers one piece, so customers are being ripped off. My advice is to save yourself a lot of frustration, save your home from being burned down, and lost time by staying FAR, FAR, AWAY from this place!"

"I’m new to the Sierra Vista, Arizona area & I have to say this company has by far the WORST customer service ever. If I could give them NEGATIVE STARS., I would! Southwest Home & Hearth Inc., scheduled an appointment back in Dec. 2022 to provide an estimate but they NEVER showed up. After speaking to the owner “Bob,” he came to my home attempting to complete the estimate in Jan 2023. After realizing he was unable to complete the estimate… “Bob” advised that his “expert installer” would be in contact. It was mid February 2023 & NO ONE followed up! After reaching back out to the owner “Bob” during the last week of March 2023, “Bob” advised that he would have someone reach out to me for a 2nd time. AGAIN, NO ONE REACHED OUT! After following up to inquire on the initial estimate appointment in April 2023… I was advised by “the receptionist” that “the owner” was REFUSING to provide services and she then abruptly hung up WITHOUT any further explanations!"

"Good repair service but they take forever to deposit the check we gave them. I suggest you pay cash only."

"I needed a remote control for my gas fireplace. I initially talked to Tricia. She was very knowledgeable and helpful. After considering my options I called the next day but she had the day off. So I spoke with Erica who was equally efficient. She even contacted a service agent who was in my area hopping he could come to my home and install the new remote. Unfortunately he didn’t have one on his truck. I drove over to the store and purchased the remote. While I was there Brian explained in detail how to install it. The installation was just as he explained it and it works great. Thanks to everybody. I totally recommend Southwest Home and Hearth. Dennis Lombard"

"I made multiple trips to this wood pellet stove dealer to get definitive information about clearances from walls for a Harman P68 Wood Pellet Stove which they sell and I was going to buy for $4,300 plus installation costs. I tried getting the information from Harman the manufacturer but they refer me back to the dealer. It’s a recursive nightmare. I asked the sales lady to call or Email me with the information which they couldn’t answer and I never get an answer either by phone or Email. In my experience this business provides terrible customer service, their product knowledge of the products they sell is equally terrible. My advice is to go to another similar business in Tucson, AZ."