-
November 2024 by Debbie Pulliam
They were very friendly and helpful. Thank you Girls.
-
November 2024 by Chris Koczaja
A GREAT experience from Southern Hearth from the very first call to every interaction thereafter. We installed both a inwall wood fireplace/stove and an outdoor fireplace (that share a chase)... they were instrumental in getting the design right for safety and codes. I really enjoyed working with Marty / Tony and team... not only do they really know their stuff, but they're very accommodating with questions and concerns and helped design the right system. We live in Franklin, TN and were not getting the same level of service from local companies... even with extra travel costs they were very reasonable and a great value. Highly recommend reaching out to them.
-
July 2024 by Barry Abbott
I have been a customer of Southern Hearth & Patio, Inc. for a number of years. I purchased my gas grill and gas logs here.
They always deliver quality and excellence. I recently had my deck grill serviced and cleaned and Rodney made it look like a brand new grill. I could not have been happier. Thanks to all of the team at Southern Hearth & Patio for keeping my appliances sharp and operating smoothly!
-
June 2024 by Staci Ray
Sandy and Wendy were amazing to work with. They listened to my vision and made it happen. Many times I had questions and they were always willing to talk. Fast service. Products are working great and look beautiful! Thank you for all your hard work and dedication.
-
March 2024 by Alanna
Cotton went above and beyond to make sure their company had what our fireplace needed beforehand and that was greatly appreciated. Rodney did the work and was also great. He did a good job getting our fireplace up and running again and looking great as well.
-
August 2023 by Linda Odom
Both guys who came were very professional, kind and knowledgeable of our particular unit..
-
January 2023 by Pamela B.
i am awestruck at the level of rudeness and lack of concern . I've never seen anything like it. Bought a wood stove and they gave zero service or effort. They had it in for a month before installing. They tore a hole in the wall and left it. The stove inst working properly. they didn't ask me if I wanted or needed a blower ( I do) They have given zero F's from the start about my experience . I don't thing I've ever been treated this badly from a business making this kind of money off people, and that's saying something . They make a used car dealership seem like Mother Theresa. Just don't use them. pay more and go elsewhere
-
December 2022 by Matthew Waters
We scheduled Southeast Hearth to come maintenance our fireplace as we have not used it since moving into our house. We scheduled a month out due to no availability, once they came there was no gas going to the fireplace and we paid around $300 for the appointment they said that it was most likely a blockage and they can’t do anything and we had to call Chattanooga gas. After calling Chattanooga gas and them telling me that they don’t work on lines that a contractor has to. I called southeast Hearth back and they said they would come back out to work on the line, after saying originally there was nothing they could do to fix it. Then we had to schedule a week out due to no availability and they came back saying there is a break in the line but they couldn’t fix it that day and that we had to schedule another appointment to fix it. The manager said he should have availability that Friday as it was Tuesday and that he would call me as soon as he got back to the office to schedule the appointment time. I had to call the next day because they never called me. The person that answered said he won’t be able to come Friday but he could come next week, when I asked what day he would be able to come because my husband or I have to take off work every time they come out, she said she didn’t know and they would call us when they knew. A week goes by and I still hadn’t heard anything so I called, again they give me the same answer and now they won’t be able to come for two weeks. When originally they said he would be able to come this week. I asked if she had a date and she said no that they will call me. This process has drug on and nothing has been accomplished. The techs who have come out have been nice but the scheduling and maintenance process has been inefficient.
-
December 2022 by Rachel Kimball
Stopped in to get wood pellets for the smoker. They had exactly what we needed to make our Thanksgiving turkey amazing. We'll be back for more soon.
-
December 2022 by Christina Buttry
Tony was great and made sure our issue fireplace was repaired even though it took a few trips for him. Great pricing and communication
-
October 2022 by Katie Kutner
Save yourself the time and take your business elsewhere. The scheduling system for inspection is unreasonably burdensome. We confirmed the day before and specified that we work from home, so we would be availably any time the tech showed up the following day. Despite that, the appointment was cancelled because we didn't call back in time when the technician set their schedule the morning of the appointment. I specifically asked the day before in the confirmation call what time I should expect the morning call and was told "they don't leave before 9:30". The call came in while I did not have cell service, before 9am. I will not be attempting to reschedule. Terrible system.
-
October 2022 by George B.
I called Southern Hearth to come clean the burners on my Fire Magic grill. they said they don't do clean or service grills when the temperature drops below 75, it was going to be 70-73 for the next week. we begged, saying we cook all winter on our grill and it was stopped up. the girl asked if we need an appointment for next April??? I told the girl we spent over $25,000. there on our fire places 5 years ago, but to no avail. call Gas's Appliance Unlimited, they showed up three days later and cleaned our burners, like new grill now.
-
January 2022 by C Huth
We scheduled an appointment for a tech to come in and service a fireplace that Southern Hearth originally installed. We were threatened with “if the Tech calls on your day of service and you don’t answer they will not show up!” Knowing this, I had my phone attached to my hip the entire day. By 3p.m. I had not received a call. I called Southern Hearth and asked for an update only to be told ‘the tech tried to call you this morning but received no answer, so they don’t show up!’ I was dumbfounded by the response, the attitude, and the outright untruth about a call. When I asked what number he supposedly call, the receptionist gave me three numbers. Two out of the three numbers I was able to check for a ‘missed call’. The third is my husband’s number and he CLEARLY told them when the appointment was set to call his wife’s cell number. There were no missed calls nor messages left regarding the appointment. If you’re reading this review, in order to keep your blood pressure down, I can only advise to find someone else to purchase products and service from. Southern Hearth has clearly lost their customer service focus.
-
December 2021 by Paige Kincer
Caution! Once we purchased a fireplace from Southern Hearth & Patio, we've experienced a "take it or leave it" attitude from them when we've tried to get help with any issues. No since of urgency or willingness to step up and resolve a problem. We hope to be able to use it at some point...Will reevaluate rating if they step up their customer service.
-
December 2021 by G. Ann C.
I've been trying to get service on a fireplace insert I bought from them in 2011. Staff is rude and uncooperative. Prices are high, and wait times - just to get a return call, much less actual parts & labor - is unreasonable. When the blower stopped working, the lady in the service department refused to send anyone out to look at it since I mentioned I also needed firebrick and she wasn't going to send anyone out with the firebrick in a second trip. It took multiple weeks to get to the point of them placing an order for parts. And guess what - since they won't come out to look at my blower they have to guess at the parts I need - all of which I have to pay for in advance. And sure, I can return un-used parts. For a 20% restocking fee. So here I am more than a month after discovering my blower doesn't work, and I've finally got a call that my parts were in and when would I like to come pick them up? After explaining - again - that my blower doesn't work and I'm expecting a technician to come out and fix it, I've got a service call scheduled for... 3 weeks from now. At a rate of $130 for the first hour and $100 per hour after that. And no they can't tell me what time of day. The technician will call me in the morning to tell me where I am on the schedule. If I could get service _anywhere_ else on this unit I would do it in a heartbeat. Unfortunately, I seem to be locked into this place as the regional distributor.
