Custom Hearth

We were scheduled for a service person to come out to our home and clean our Lopi stove and they never showed up! This is super frustrating when you set aside a time and day to be home and they never even called! I just called them and they unapologetically informed me that "they didn't see us on the books at all". That's it, nothing else, no answer for what happened.

I spoke to this woman and made this appointment and she told me there would be a service person out between 10-1 pm. So how did I get a date and time from them and not end up on their books is far beyond my comprehension, but she denied seeing us as scheduled for service today. They have lost our business and no recommendations from us for this business! Two thumbs down!

Top shelf experience! Office staff Christina, Jo Ann they rock! We had the best and most professional installation ever! Three professional technicians did a AMAZING INSTALL! BY MARK, AARON AND HUNTZ. CHECK OUT THE GREAT JOB THEY DID, on our Stuv Compact. Full rotating fire box! While the fire is BURNING!

They did a great job, easy to work with and Aaron and Huntz were great installing it.

Zack & Scott of Port Orchard were courteous and very professional at installing our wood stove. We are so pleased with their work! Highly recommend this company.

My wife and I had our new gas fire log set installed today from Custom Hearth Fireplaces & Stoves. The entire process was a great experience. We never felt any pressure to make a decision instead we were given all the information needed to make an educated decision that met our budget and needs. The 'icing on the cake, happened today when James came to install the new burner and logs; on time, efficient, knowledgeable and friendly. James is an excellent representative for his company. Thanks again to our wonderful experience and now we plan to have years of enjoyment in our forever home.

These guys are outstanding. "Randy" came out to our house and fixed what I thought was a larger problem in a little less than an hour. Extremely professional and courteous. Highly recommend.

Stay away! Brad at port orchard location non responsive. Field measure tech is new, and operations team poor customer service. Go anywhere but here for your woodstove or fireplace needs.

I had a very positive experience with the fireplace technician I saw today, so I will focus on that for this review. James showed up on time to discuss my issue. He was courteous and checked fireplace function as I requested. He also worked with me to understand the specific challenges our house air pressure and flow presents, and went through firebuilding process specific to the unit I had purchased. It was a pleasant and helpful experience, I appreciated his patience and professionalism.

Just had our new wood stove installed. Boy does it work great! The installers were highly professional and friendly! Even helped us to move an old washing machine outside. Good guys! We're very pleased. David Hennings

The salesman from the manufacturer never visited the site, never. He told us on the telephone to remove the top and front of the unit to see if it would help the situation, it did help some, not all. However to burn a gas stove unit without all the elements in place wasn't recommended by the local fire department or the gas company, neither one advice to practice that.

The technician that they sent on the 23rd did apologized for the toxic fumes and acrid smell, and proceeded to tell us that the employee that usually does vent those units was on vacation during the thanksgiving holidays and that our stove most likely didn't get thru the warehouse burning fumes process as others do before installation. He further explained to us the process that it goes thru and said that ours obviously missed that process.

Several witnesses were there and listen to Mark explaining the process. And yes we did evacuate and left all windows open in the house as the fumes and odors got worst. We never heard from the owner After I text and he promised it will get fix that following Monday. ( have text still on my phone). Never happened, and never heard from him after that, until January 11th, ( got that on my phone too),m ind you the installation was December 22nd, 2020.

And the only reason he called was due to the fact that we stopped the last payment on the unit. He threatened us with not honoring the guarantee, we resumed the last payment and guess what! Never heard from him after that either, until we wrote the review about the ordeal, which bring us to February 23, So he can twist it anyway he wishes but those are the facts. AND BY THE WAY WHEN HE SAW THE REVIEW, HE WROTE US AN EMAIL, THREATENING US TO NOT HONOR THE WARRANTY IF WE DID NOT TAKE THAT REVIEW DOWN.

What else is new? that he threatens when you let him know that is not ok to treat customers that way. Check further he has other very bad reviews. Several one star, like we said if we could give him a minus 5 we would. And NO his business never resolved the problem. NEVER

Needed service on an outdated model of stove, so contacted Custom Hearth to determine if they could get it working again. Randy from CH came by on time, as scheduled, was polite, and professional, and got the job done quickly and efficiently to get the stove working again, allowing me to utilize the much more economical gas feature of the house. Good job, on time, and on budget. Will not hesitate to contact them again if I need products or service.

Randy and Mark came by from custom hearth to install our stove. They were very friendly knowledgeable and professional. They answered all our questions and we highly recommend anybody that wants a wood-burning stove or fireplace to go to custom hearth. They were very good at keeping us informed during the coronavirus shut down as well.and although we had to wait during the coronavirus and they were very quick to come to our house as soon as that closure was over. They're also very reasonable priced.

Joann at Custome Hearth is a bismal. We purchased a wood stove and while in the office trying to complete the deal she seemed u able to schedule an install properly. The ordeal kept us there am extra half an hr. Our stove was Installed, and another piece was needed. That piece came 2 weeks later. Once that was done we called to complete our payment. An hour before this she sent an email to my husband stating that I hadn't "bothered" to call to take care of it.

When I brought it to her attention that I wasnt happy about her email she sent back a condescending email apologizing for how I felt! She is completely unprofessional. The installer was great, but the people I. The office are not customer service oriented at all. 3 STARS SAIS IT ALL

Custom Hearth installed our propane fireplace insert over 15 years ago. Over the years they have serviced and maintained it when necessary. Today we had Randy as our technician. When my wife answered the door he was already taking off his shoes. It made quite an impression on her as she usually has to request to have shoes removed, so his respect for our home was much appreciated. He did a great job and was pleasant to have in our home. Thanks Randy.

Scroll down and find Aric's post and it matches my sentiments exactly! I won't bore everyone with all the details but if you can possibly purchase a stove, service your stove or deal with anyone other than this company's GM Phil do yourself a favor and take your business elsewhere. Used to be a good company what a shame.

I found them very difficult to work with. Seems like every time i spoke with them they had a different quote, a different installation date. One person came to ascertain that we had an adequate situation. We were replacing a stove and already had everything in place. We got his okay but we still had more people come to approve our stove pipe. We were told that was because they were extremely safety conscious.

The second group gave their okay and we got an installation date. But when they showed up to install they suddenly claimed we had single wall pipe and they'd go fetch some come double wall pipe. We had double wall pipe. Alternatively they could move it a few inches, neglecting the fact there would be no joists to anchor it to. I'm not feeling like I want them to install it at all so I get a friend to do that.

They had to make another trip to bring the stove back. The original quote for delivery and installation was $700. However we had to pay the full $700 despite the fact that we were doing the installation. Won't be using them again, that's for sure

I stopped in at their store, talked to a sales person and made an appointment (in 3 weeks, the first appointment they had) for someone to come to my house and estimate the job. I wanted to install gas logs in my wood-burning fireplace. They even gave me an appointment card. Waited all afternoon the day of the appointment. They never showed up and have never called. Wasted 3 weeks and went to their competitor.

Here's the deal: We spent over two years renovating and adding to our house where we worked with sub-contractors ranging from dirt workers, ditch diggers, concrete formers, tilers, electrical, plumbing, framers, roofers, gutter installers, shower door installers, etc. The ONE guy. THE ONE GUY that was the MOST miserable to deal with was Phil Marbett, General Manager of the Port Orchard Custom Hearth store.

Everything was lovely having our existing masonry fireplace measured by the owner to determine which gas insert size we could accommodate and then with the salesperson that set us up through the Poulsbo store. It all went sour when having to work with Phil for scheduling install and when trying to ask questions to convey info to our GC for the right fit and finish.

The guy would become audibly enraged in no time flat and is basically toxic to deal with. If you order from Custom Hearth you will have to go through Phil, an experience best avoided by any an all.

Great experience. Loved that they offer an environmentally friendly wood burning insert w significantly lower emissions. Rebecca's follow up is excellent!

I had to leave a star. Wouldn't let me leave less otherwise I would have. Quick lowdown. Product: garbage. Customer service: garbage. Spent $3,000 on "top of the line" pellet stove. Extremely disappointed. Had it serviced in March of 18. Had to replace the auger. Ran it 3-4 times before shutting down for the summer. Long story short, cold house and no warranty.

We would have to pay them to come out again and diagnose the problem (auger not working). Needless to say go across the highway to Heritage Fireplace. Outstanding product and customer service. They even gave us a name of a guy who works on pellet stoves who is super cool and doesn't charge out the wazzu!

Stay away! I wanted to ask a single question concerning the gas stove that they installed and serviced for the previous owner. They refused to answer the question without dispatching a Tech for a minimum charge of $250 for one-half hour. I explained that I am a Service Manager and answer customer questions on a weekly basis to get customers up and running - comment did not phase them. Secondly, I had called earlier in the week to purchase a common Thermocouple for the stove - I was told it was a special order and $71 - I purchase the identical replacement on Amazon for $8 - need I say more Kevin I.

This is a preliminary review, as our job is not yet complete. My husband called Custom to have our gas fireplace looked at. James was the technician and he was so professional, polite, and knowledgeable. He has taken care of getting our stove fixed and it is still under warranty! My husband and I are very appreciative, James!

Our experience has been excellent so far! Phil talked to me about options and took time to explain various features and efficiencies. I left confident that our project is in good hands and will be completed promptly and professionally. Thank you!

It gets worse. I get a message from the manager Phil asking me to call. I call, voice mail, (business hours again) leave a message. Four days later, Phil calls, ( unaware that I have called) asking if my review is fair. I say, given that the problem continues, obviously, yes. He takes no responsibility for customer service, AND threatens to cancel my appt.

I suggest I will note that on yelp, he says consider it cancelled. Maybe the work is good. if you ever get it? but the customear service sucks. if you cant even answer the phone? oh, Phil, in search of a new installer I have let 3 companies know that your company is impossible to reach, so they won't be referring to you. so far, 3. you really want to fix your phone problem.

Hello, I'm not sure where to begin & my message could be very long for people to read or really care. In short I would not recommend Custom Hearth for anything. They have poor custom service, they lack attention to detail, & their lead times are ridiculous. It took them a good 6 weeks to make and deliver an L-Shape BBQ & gas fire pit. Remind you this is just the frame.

Not the countertops or rock work along the sides. I would understand 5-7 weeks with all that work, but just the frame? There is no urgency on their part to resolve an upset customer. Please look at someone else for your backyard projects. Thanks

Needed emergency service. The service was amazing and quick, not only did they need to fix another companies mistake they charged a very reasonable price. Honest company that I will be using for all my future needs.