They are great when you're buying. The second you pay, they are impossible to get in contact with and make up excuses for why the product is delayed. Benefit from being the only place in town. Better off buying in Richmond. read more

Terrible service after we paid for an expensive repair pilot went out and we would pay them come out light it and show us how to do it. They don't return calls. Never again would we use them. read more

Acme Stove - The area where you light them. - Fireplace Services Near Me - Charlottesville, Virginia

Worst service ever, legitimately hard to do business with. They got our order wrong twice, and we ultimately ended up ordering the correct items online. Left countless requests for callbacks for Jennifer throughout the process, who never returned our calls. Had to physically go to the store to get help. Took months to even place an order that ended up being incorrect. Wish there was any other place in town. How is this place in business! read more

New fireplace unit was not installed properly. Building inspector caught it at final inspection. After making Acme aware it took them a month to rectify. Would not recommend. Also not my first experience with this lack of service from this group. read more

Excellent experience buying a Stuv wood-burning stove from Acme. Jim S. was extraordinarily knowledgeable, helpful, and responsive during the selection, shipping, and installation phases, answering questions by email and providing lots of information and tips. Couldn't have asked for a better experience and will definitely buy from them again. Highly recommend Acme if you're in the market for anything fire-related. read more

Tried to buy a new gas fireplace at Acme in 2019 but after visiting the showroom and sending required information for a quote, we never received a response. Tried again today and explained what happened at our last visit and was told by the manager that he was not there to receive complaints but would be happy to help if we wanted to buy a fireplace. We left and would not recommend this business read more

Do not believe their "family commercials". ACME Stove of Charlottesville doesn't stand behind the products they sell. I have tried and tried to have them service a brand new gas fireplace they sold us to get it working to no avail. DO NOT USE ACME. If you encounter a problem, they will leave you high and dry with no other alternative other than legal recourse. Be warned, this company will not warranty nor service the products they sell. read more

We went there to purchase a gas stove. The salesman was good, answered our questions and was preparing an estimate for us. He asked us to send him pictures of the existing fireplace and said he would get back to us that evening with the estimate. He never called us back! We tried calling the store to no answer. I guess he didn't want our busines but was too rude to tell us that night. Would never recommend them at all. read more

We needed custom fit doors for our existing fireplace. After searching for the I didn't trust myself to measure the fireplace to order (a far cheaper) one from somewhere online, so I had them come and professionally measure for us to get everything exact and flush. First, the price for the doors went up from the quoted price without any explanation. When the doors arrived many weeks later (as expected), the installer told us they were too small and couldn't be mounted flush even if they were the right size. He removed a piece of our fireplace insert, leaving insulation exposed, mounted them slightly recessed and centered with screws that are visible if you know to look for them. Ultimately, we have fireplace doors. They work. They keep us safe and they're the style we wanted. We know what's wrong with them, but no one else is ever going to notice or care. But for the price of getting custom work made and installed, I wanted better. read more

I have never had such terrible customer service. Acme came out to repair an issue with my fireplace in October but it still continued to work sporadically. Over the past month and a half, I left four messages along with three emails and have never received a courtesy call back about coming out to repair the fireplace. I believe a business should stand by their work and it has been truly frustrating to have a business ignore messages completely, especially the owner who I emailed directly. I will never use this business again and would suggest you do not as well if this is their typical customer service. read more

Courteous sales staff - obviously invested in what they do. Installation was a treat. Helped me through multiple issues as a new woodburning stove owner. They are priced fairly and are a servicing dealer - don't expect ebay or amazon prices here because you get full brick-and-mortar professional service. Our chimney sweep asks who put in our chimney liner every time they clean the chimney because the sweep says it is the best liner made and we made the right choice putting it in (it was recommended as the default liner by Acme). I'm headed to Acme today to buy a 2nd stove for another level in the house. read more

The stove was installed professionally by Acme three years ago. With a recent downpour, we had a little drip around the collar through the roof. I stopped by the Charlottesville showroom the next day and spoke with the service manager, Joe. He was going to be out our way today (just a few days after I stopped in) and he said he would be glad to check the leak. Joe and Matthew arrived earlier than they had anticipated today and went right to work. Despite the 90+ degree summer heat, they both went into the attic as well as onto the roof. They quickly determined the source of the leak and repaired it. Through the entire process, Joe answered my wife's and my questions and clearly explained everything he and Matthew did to resolve the problem. Exceptional service for the installation was appreciated. But to have Joe and Mathew be so professional and efficient three years later is the sign they both take pride in their work. They represent Acme in a professional manner. And Acme stands behind its work. If you are thinking about purchasing and having any type of woodstove installed, I would recommend Acme Stove of Charlottesville without reservation. read more

My husband had made an appointment with them to install a chimney a month and a half in advance. The day they arrived they looked around brought the chimney parts into the house, had a pilot hole drilled and were about to start. Then Jim, the owner, called them right in the middle of that and pulled them off the job saying he had "promised" some lady he'd do her job. Yeah, sure he offered to reschedule for 4 weeks later. Not good business practices. Would not recommend them. To his credit he did refund his deposit promptly. read more

I wanted to add a blower fan with remote to the fireplace in my new (6 months) house. I have two 'prices' on my desk. Each includes the fan, switch, and installation. Both use the same Model # Fan Kit. The one from Acme is $809.70. The other one is $379. Which one would you choose! The only reason I gave two stars is because I didn't want readers to skip this review. read more

BEWARE this store. We needed a part for a stove they had sold us---the refractory material for the heat shield that is inserted at the top of the inside of the firebox, which my husband accidentally broke while cleaning the stove---and they tried to charge us $230 (or about one fourth of the original cost of the entire stove) for something we later obtained in much larger quantity on Ebay for about $40. Even though we had bought this expensive stove from them, they did not bother to inform us that far cheaper sources for this material are available. Instead, they tried to rob us. Very disappointing. We will NEVER do business with them again. read more

We bought a Jotul Fireplace insert last summer 2019. The salespeople were great and we had Acme install the unit as the sales person raved so much about them. They came to install the insert as scheduled but we had to replace the cap and surround grating above the fireplace as the one we had was too low; So they had to order it for us. It took them several months and half dozen phone calls before they came to install the surrounding grate. When they finally showed up, their installation was incomplete as they did not have all the screws required to properly secure the surrounding grate. To top it off when they installed the grate, less 2 screws, they left the stone that was on top of our woodstove flue on it. Needless to say, first time we used the wood stove it smoked out our house! As of date, Feb2020, we have not heard back from Acme! So warning make sure all installations are complete otherwise you will not hear from this company again!!! read more

They're all nice and friendly when you're forking over thousands of dollars, but their after purchase customer service sucks. We bought a wood burning stove in Nov 17. They came and installed it and the chimney pipe. A few days later, after the first small fire (per instructions), the bottom stone cracked. We called them and they were going to send someone out with a replacement. They never came. Another call...they had to order it. Then it was on back order. Then it was still on back order. Then in March, the blower stopped working. Another call, but they couldn't make it out until the 24th of May! Then the door came unhinged. Another call. On May 24, a guy did come out and discovered that a packing zip tie was never removed when they installed the stove and it worked loose and got stuck in the blower motor. The same guy also discovered that the hinges on the door were installed upside down and actually took pictures of this! Numerous subsequent calls later, they told us they were going to come out this past Friday (24 Aug 18) to fix everything. Once again, no show, no call. So how about it, Jim...Susan....when are the stone and hinges on our stove going to be replaced? Cold weather is just around the corner. In the meantime folks, take your fireplace needs someplace other than Acme Stove and Fireplace in Charlottesville. read more

After having manufacturing problems with our Jotul propane stove, Acme Stove resolved all our issues with a replacement. They were very helpful and made sure we were satisfied. The service people were very thoughtful of our home and helpful. In the end, we would recommend buying a gas stove from Acme. Thank you Jennifer, Joe, and Tim. As promised, Jim the owner made sure we were happy. In the end, the stove is great and does supplement our heat pump for heating and looks great. read more