FIRESIDE HEARTH & HOME

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Service tech called prior to arrival. Arrived slightly earlier than expected with our approval. Was very courteous and willing answered all questions. I would highly recommend this company.

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Sales person was very professional and helped me through the process (he's no longer there, but others I've interfaced with have also seemed good). It was a few appointments to get everything checked out and installed (that's just the process - measure, prep, etc.) but arrived on time for all, and they (as well as their subcontractors who did the gas and electric) did a nice job with the work. <br />

I removed a wood firebox and bought a gas fireplace from Fireside which they installed.

<br /> <br /> <br /> <br /> <br /> <br />I bought two fireplaces. Here is my experience. I was a <br /> <br />mixed bag with both some good points and a problem. <br /> <br /> <br /> <br />First I got a quote from the Minnetonka store. The sales rep <br /> <br />was excellent, but I didn’t really understand the rest of the sale process. The <br /> <br />store’s quote is contingent on a pre-installer coming out and reviewing your <br /> <br />property. So its really not a quote like other vendors. This pre-installer told <br /> <br />me the specification for the fireplace that the salesperson said would fit and <br /> <br />the manufacturer specification of the fireplace was wrong.  He increased the price and gave me less of a <br /> <br />fireplace. It felt like bait and switch. He was also less than truthful and <br /> <br />didn’t tell me my options. After a bad experience with the pre-installer I <br /> <br />called the sale rep and she was able to get some help after a fairly involved <br /> <br />process of checking with an installation supervisor. Again she was a trooper. <br /> <br />But this took a fair amount of time. <br /> <br /> <br /> <br />I ended up paying a higher price and only got part of what I <br /> <br />wanted. But by the time that happened I was pretty far into the process. Home <br /> <br />and Hearth’s process is very rigid and not consumer friendly. It took a week <br /> <br />and a half for the pre-installer to come out and about a month and one-half <br /> <br />before the installation. Some of this may be due to the fact it is a product <br /> <br />that is installed in your home. The installation crew was excellent. <br /> <br /> <br /> <br />My price ended up about $1000 higher than was originally <br /> <br />quoted. That made the difference between the next vendor and Home and Hearth <br /> <br />about $2000 higher for identical equipment.  I got things worked out sort of, but it cost <br /> <br />me more money, lots of time consuming hassle and felt I wasn’t told the total <br /> <br />truth about some important factors.  <br /> <br /> <br /> <br />  <br /> <br /> <br /> <br /> <br />

We live in a split-entry 1967 home which had 2 wood fireplaces.  The lower level is our family room, and it is cold in the winter because we keep the thermostat pretty low. Our salesperson (Jon) asked all the right questions, and listened to our goals and preferences.  From start to finish, Jon was our advocate.  He never over-sold, and we really appreciated his advice and recommendations based on years of experience.  The Fireside team  was always professional and on-time with the pre-measurement, installation, and custom finishing.  The fireplace/hearth are beautiful and we certailty  feel the investment was well worth it.  More important, as the Minnesota winter continues into late March, we have really enjoyed our toasty "new" family room

I had called Fireside because my existing gas fireplace front (19 years old) had a broken piece (in addition to the fact that it was outdated looking).  I wanted to replace just the front and not he entire fireplace, since it worked fine.  A previous fireplace store had told me that they didn't make replacement parts for my fireplace anymore.  I called Fireside and the person I spoke with there said he didn't THINK they made replacement parts anymore, but he would do some checking.  He called me back about an hour later with the good news that I could get a new fireplace front.  Even better, I could order it without the outdated brass details.  <br /> <br /> Justin showed up at my house with the new fireplace front.  He cleaned and did routine maintenance on the fireplace.  He then started to install the new front, only to find that the manufacturer had altered the design over time and the new front did not actually go right on my existing fireplace.  Due to his many years of experience with fireplaces and his creativity, Justin was able to make a few changes that allowed the new front to fit.  For $350 my 19-year-old fireplace is clean and looks brand new with its new front.  I am extremely happy with Fireside and will be using them again.

It was a great experience. While remodeling our basement we had not planned to replace our wood burning fireplace. But, after taking down the walls we discovered that the installation of the fireplace was not done to code. It was even questionable if a permit was obtained at the time it was put in. It was already there when we moved into the house 20 years ago. We first had CenterPoint Energy come ou and give us a quote. At that time we found out that an insert would not work. Next, we went to Hearth and Home (I had often heard their ad on WCCO while on my way to work). We were greeted by Geri. She was listened to our situation and gave us suggestions on what choices would fit well with our budget and the area we had. So, we gathered the information. She did not pressure us to make any decisions at that time. We chose them as they had more options than CenterPoint Energy and our neighbors had used them and really liked them. We returned and met with Geri again. Looked at things again. She answered all of our questions and spent time showing us different options. Then she left us alone while my partner and I talked about it and looked at things again and asked her more questions. She never appeared to be bothered by all of our questions or the time we were taking. We finally made a decision and she completed the paperwork - including the financing. We set up an appointment for them to come and look at our space to see how things would fit and how many materials were needed. Because of the sidewalk location it was determined that it would need to be vented through the front of the house - between the edge of the house and the edge of our new egress window. The gentleman did some research on what would fit over the venting so that it would be covered. He thought that the smaller designer capping would work and so we ordered and paid for it. The installation was scheduled within a few weeks (it was their busy time of year). During that time we returned to the store to look at the fireplace again to see the color so we could order some brick. Geri gave us a color sample of the surround. The installation went very well. The only thing was that the capping would not work. The installer even called into the office to double check with them about the cap and to make sure he was correct that we could paint the outside  of the metal cap. He then explain to use how to do it correctly. We let Geri know this and our money was refunded promptly. After we had completed the brick around it, replacing the walls and new paint we took a picture of it to Geri. She was very happy to see the finished area. We told her she could keep it. We would recommend Geri and the Minnetonka store anytime.

The staff at Fireside was very helpful and friendly. They went to great lengths to ensure that they treated my partner as an equal in the decision making process and I do appreciate that. Their follow-up was good, they arrived on-time, and they put me in touch with contacts to perform the masory work that were responsive and inexpensive. When they arrived for the install, they immediately contacted the city inspector who arrived an hour after they left. That made the whole process easier for me as I took less time off from work. I appreciated the time they took after the install to explain some of the ins and outs of the unit to me. FAR better than reading the manual. I got some great advice from the installers.

I just have positive feedback about them. They did everything as I requested and everything went on well. I got what exactly I had requested for.

Excellent, professional service. I couldn't be happier with the result!

Perfectly.

I really wish this was a joke, but to save time I will quickly go over my last year with Fireside. Ordered fireplace in March '07, install was ready to happen October 07. Installer needed two visits to figure out what seemed to be a very simple construction, (new box, centered on a wall, vent to punch through this wall straight to outside). Then the confusion began. What materials to use? What are the city codes? Who is installing? Has inspection occurred? All in all I have had to call Fireside over thirty times, for multiple mistakes. I had to tear out sheet rock so that a very upset city inspector could see the work. I had to re-sheet rock after their granite installer punched holes in the finished work. The worst part is that it is now March '08 and the FIREPLACE STILL DOES NOT WORK! I asked Gary Porter why I had to call them so many times and he said: "It is your job." No Gary it is your job. If you use them, put your rep, the service, and the installer #s on speed dial.

The technician did a fine job.

The service was great. The technician let me know how dirty both fireplaces were (we recently purchased this home) and impressed us as to how great they looked when clean. He repainted some of the surfaces inside and out, added some updated parts for no extra charge, and was very thorough in showing us how to operate both units. He repositioned the logs in both units to maximize the flame output. Clean-up was perfect and Tim was polite, courteous, and informative. We have used this company in our previous home and will continue to call them for annual maintenance checks.

Our salesman Gary was friendly and helpful. He showed us all available gas fireplaces and helped us choose the style and color we wanted. The installers were friendly and professional. They did an excellent job running the gas line through my basement and into a crawl space to reach the family room. The fireplace was vented through the ceiling and they did a nice job integrating it into the roof. The only negative was that I was originally told that the turnaround time after the gas line inspection by the city was 1-2 days, it actually took them 9 days to come back out and hook up the gas line after the inspection.

Perfect. The salesperson Sue helped us in the store, got the installer out there at the right time, and then has been very patient and helpful with all our questions regarding starting it up.

On-time, kept area clean. Polite and helpful service technician.

They were on time, accountable, honest, and did good work, the way contractors are supposed to be. (Only minor negative is that they didn't plug in the fan to the unit, but I dug around inside and fixed it myself in 30 seconds).

THE FIREPLACE WAS INSTALLED IN A TIMELY MANNER, THERE WAS AN ISSUE WITH INSTALLATION,THE FIREPLACE FRONT WAS LOOSE, AND QUESTIONS, SO WHEN I CALLED THEM, THEY CAME BACK OUT IMMEDIATELY, CORRECTED THE ISSUE, AND EXPLAINED TO ME HOW TO OPERATE THE FIREPLACE. I HAD ALL OF MY QUESTIONS ANSWERED, THE FIREPLACE LOOKS GREAT, PUTS OUT A LOT OF HEAT, AND MY BASEMENT IS NOW WARM AND COZY!

ANDY WAS ON TIME, PLEASANT, QUICK BUT THOROUGH.

THE SALESPERSON (GARY) WAS POLITE AND INFORMATIVE. HE WAS ABLE TO HELP US PICK THE CORRECT SIZE INSERT FOR OUR EXISTING SPACE (WHICH INCLUDED THE LARGEST POSSIBLE FIRE VIEWING AREA). HE WAS NOT PUSHY AND WE FELT COMFORTABLE MAKING A DECISION TO PURCHASE ON THE SPOT. THE INSTALLERS (PAT AND RICH) WERE ALSO POLITE, QUICK AND RESPECTFUL OF MY SLEEPING 1 1/2 YEAR OLD. THEY DID A BEAUTIFUL JOB OF INSTALLING THE GAS LINE MAKING IT AS DISCREET AS POSSIBLE (BOTH INSIDE AND OUTSIDE OUR HOUSE). THEY HAULED AWAY OLD FIREPLACE DECORATIONS (LOGS AND CAST IRON GRILL). IT LOOKS WONDERFUL AND WORKS GREAT.

unknown

WE INQUIRED ABOUT GETTING A GAS INSERT BACK IN OCTOBER. THEY SCHEDULED IT IN JANUARY. WHEN THEY GOT THERE, THEY DIDNT HAVE THE RIGHT EQUIPMENT, SO THEY HAD TO COME BACK, BUT THEY LEFT ALL OF THE EQUIPMENT IN OUR FAMILY ROOM JUST SITTING THERE. IT TOOK US A COUPLE MONTHS OF CALLS, WEEKLY, BEFORE WE FINALLY GOT THEM TO COME OUT AND FINISH THE JOB THAT THEY SHOULD HAVE DONE MONTHS PRIOR.