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March 2024 by joseph karadsheh
Had a new fireplace installed and coincidentally had water damage to my ceiling along my chimney shortly after installation. I have yet to confirm whether it was from the fireplace installation but I attempted to call service for inspection. I was connected to the Account manager that initially handled the installation, Jeff, and he was one of the most unprofessional persons I’ve ever worked with. He was reluctant to come out, didn’t answer my phone calls, didn’t return my phone calls, didn’t hear me out when I tried explaining the situation and was only concerned about what his guys did during installation, and even raised his voice with me over the phone. He was supposed to come this week to look at the chimney but was a no show and didn’t answer my phone call. I left a voicemail but didn’t receive a call back. I would highly recommend requesting a different account manager if Jeff is assigned to your purchase.
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February 2024 by Marina O
I truly cannot say enough good things about Fireside Hearth and Home! I had no idea what I needed when I walked in except I needed a gas fireplace that would heat my house when the power goes out. Wynston steered me in the right direction and answered all my questions. I never make big decisions on the spot, so he offered to call me in a few days and check in. He did exactly that, and it had given me time to do my own research regarding the gas insert that he had recommended. He and Tia ensured that my install was scheduled quickly and today I have an amazing gas fireplace! Not only does it blast out heat, it looks gorgeous! The installers were fantastic - polite, arrived on time and laid down dropcloths to keep the room clean. Fireside Hearth and Home in Utica is an amazing, family-run, trustworthy company who keeps their word. This is becoming so rare these days. I really appreciate being treated so well and will highly recommend them to anyone who needs a fireplace solution and doesn't know where to begin!!
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February 2024 by Gregg
I know people shop on-line for goods and service because of price. Having said that, Fire Side has very competitive prices...but what really set's them apart is their knowledgeable staff. Go there, you won't be sorry.
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December 2023 by magicaljeep magicaljeep
Our fireplace had a very low flame. I contacted Fireside and set up an appointment to have someone come out. Very polite and professional thru this process. The tech, whose name was Bill that came out was awesome. He took his shoes off and placed a large furniture moving blanket down to protect our wood floors. He went thru and cleaned our fireplace, washed the glass on both sides and vacuumed up after he was done. Our flame on the fireplace was like our unit was brand new. It was very high and was producing more heat. He also made some minor adjustments for us. He explained that we should run it for about 2 hours and there would be a smell but the smell would go away. Bill was very polite, courteous and professional. I would definitely recommend using Fireside. By the way a spider had somehow gotten in and that is what caused the blockage and low flame.
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November 2023 by Frances Oudbier
FireSide Hearth and Home was very helpful answering questions about our vented fireplace that we didn't know anything about. We recently purchased a home with this fireplace, and it needed servicing. As a fireplace newbie they didn't make us feel uncomfortable asking questions. We came there seeking silica sand replacement and the store had it in stock at a reasonable price. We could find it online and would have to wait on delivery. FireSide Hearth and Home made it convenient for us to finish the cleaning and enjoy our fireplace later that weekend.
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November 2023 by Cheryl Costeiu
We stopped in to inquire about service to a Desa gas fireplace, which is now out of business. Tia went above and beyond to help us problem solve on our own as well as offering their service repair if necessary. We left very satisfied that our problems will be resolved as well as a couple complimentary products! We couldn’t have asked for better customer service. Thank you Fireside Hearth & Home & Tia Peoples!
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November 2023 by Russ Adkins
I’d do business here over and over. Great customer service. Love our fireplace. Tia was a pleasure to work with.
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September 2023 by Craig Weimer
Glad I went to the this store I was so pleased with the service. Made me feel at home. If you don't go to this store first, your a fool.I go back just to say hello.Thanks for everything, can't wait to have my first fire in my new woodburning fireplace insert.?✌️
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May 2023 by Diana Mcinnis
Joe’s team and totally awesome. They did a great job on my fireplace and they cleaned up moved furniture back. Such a great experience with them. Thank you!!
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April 2023 by Shannon Hoffman
If you're in the market for what is an expensive upgrade I would make note that while it is a nice insert and the install by the third party was done well, the insert may allow for significant draft into your house and you may be given no idea prior to purchasing that will be the case and no help when you ask for how to address it 2 1/2 weeks after install. To spend the money to do this and get poor customer service once they receive their final payment is disappointing.I noticed a considerable draft coming from the bottom of the insert where there is a gap between the insert and the original firebox. I called and spoke to my original salesperson (Utica store) who sold it to me and asked how to address the draft that exists now. His response was the inserts are only 80% efficient and there will be a draft (please note this was not mentioned at any time during the store visit). My only option would be to leave the pilot always lit (which was never mentioned during the store visit), which is not a cost-effective solution. I understand there will be some draft but when it’s a noticeable issue and a customer has a questions about it instead of repeatedly telling me it's only 80% efficient and the draft can’t be eliminated maybe explain in a more professional and non-condescending tone that while it's not possible to fully eliminate the draft there are options available out there that can be used to cover the gaps (which I learned from Google after hanging up the phone) if the customer choses to take that route, instead of repeatedly just saying it’s only 80% efficient and you’ll never be able to eliminate the draft. The phone conversation also brought me back to the conversation I had with the salesperson prior to giving the go ahead on the final invoice after the installer came out to measure. The installer recommended a custom surround for the gap that would be present at the bottom. I asked him what that would cost & he said my salesperson would let me know after he discussed his recommendations with him. But when my salesperson called me to go over the findings and to approve the final invoice, he never mentioned a custom surround for the bottom or that there would be a gap, so I told him what the installer said he recommended & my sales person said he knew nothing about that and no changes needed to be made.I wasn't asking or expecting Utica Fireside to do anything more than guide me on how to address the issue since they sold me the insert and I’m pretty sure I'm not the only person who has had this concern so you would think they would have a more customer friendly approach instead of being defensive over a question that was asked which in turn ended up putting me off and also on the defensive and regretting for a moment not going with just fireplace doors that I initially went into the store for.Ultimately the insert is nice, heats the room well when it’s on and has some nice features but I would be prepared for poor customer service from the company once the sale is complete, or maybe it’s only the salesperson I dealt with, that I can’t be sure of. I can only imagine what will happen if an issue arises with the insert and service needs to be performed how I will be treated at that time if asking a question results in ending the phone call being frustrated, defensive, mildly insulted and feeling the need to write a less than stellar review of their store, which is not something I would usually do.
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March 2023 by Cathy S.
The Canton Store Director was very willing to help us when we went in. We put in a downpayment for a unit and he told us that we would be hearing from the Installer. We received a tentative invoice showing the cost that did not list an inspection fee and there was no mention from sales or from the service installer that there would be a $125 service fee. We had heard about a previous problem with their installation and when we questioned both sales and service, we received no information on our concern. When the installer arrived he wanted to install the gas line in a quick and easy way that did not consider code requirements for running the line. With no inspection required, there would be no consequences in his mind. This was similar to the problem that we heard from another customer. With that said, we contacted the store to cancel the sale. The Store Director said he would not refund the inspection fee and it took over 3 weeks to get a check back from them less the $125 inspection cost.
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March 2023 by Victoria Florio
Fireplace Hearth and Home recently installed a Heat & Glo fireplace and it is one of the best decisions we made with the remodel of our home ! It not only gives a beautiful warm ambiance but it helps with heat efficiency . The customer service exceeded expectations from the sales to installation.Highly recommend !
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February 2023 by James H.
We should have read the reviews before ordering from this company. Insert is one year old. Many problems with no resolution. Jeff, who seems to be the only service person, is totally unreliable and never returns calls. Been fighting with this company for months to get our problems resolved. Ready to contact my attorney.
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January 2023 by Mickie Miller
I'm so happy I finally bit the bullet to update my outdated tiled fireplace. And I'm so happy I decided to go through Fireside in Utica. Every person throughout the process was respectful and professional offering their expertise and much needed patience with all of my questions. Thank you to David C. (extremely knowledgeable, amazing, and patient Utica store representative), Jeff for measurements, discussing options, and making recommendations, Jerry and Matt for their professionalism and courtesy during the tear down and mantle/insert install, and Joe, Jonas, and Jude for the beautiful stonework and floor work. Every one of them were extremely helpful, patient, and professional through the entire process - and you can see their amazing skills at work in the final product!
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January 2023 by Steve Marles
Thank you to David, Jeff and everyone at Fireside. I had a great experience from beginning to end. Very happy with my new fireplace.
