Horrible company. Not only downright terrible customer service and support, but when you do have a complaint and are ignored; they will lie; YES - outright lie after you post about your problem. In my 80 + years; NEVER saw a company openly lie to shift blame onto a customer! Their leadership has to be very remote from everyday issues with customers Readers... ignore my warning of this company at your own High Risk. They will take your money, and clap about ever increasing profits at their company meetings read more

We had our fireplace cleaned and checked by Ian and Matt B. and were very satisfied with their service. They presented themselves in a professional manner and were knowledgeable about our unit. They were also friendly and courteous and finished the job in a reasonable amount of time so I would highly recommend them. Don F. read more

Would have loved to have given five stars, but down to 2.80 for SHADY BUSINESS PRACTICES and a billed amount for a wasted hour. My husband and I were looking forward to have our wood burning stove installed, as we had a great customer experience with Mike at the Camphill Store. In fact, everything was great, from the talk with Mike to the chimney inspection, install scheduling to the installers, Alex and Ian, who were fantastic.   After install was complete, though, is when this company became suspect. After install was complete, the installation team "officially" clocked out and called the office to adjust some line items on the bill, as it took less time and material than anticipated. Then we talked for a bit, the team gave us some instructions as to the functioning of the stove, they put an agreed-upon sign in our yard (advertisement for AES), and took my payment.  I handed my credit card over and was asked if I could please pay with a check as it saves the company on service fees.  I obliged, as my husband and I felt we had established a good customer relationship throughout our time with AES. I hardly ever write checks, as I get "cash back" rewards from my card, so it took a bit to find my checkbook, write a check, walk out and hand it over. The next day, I received a call from AES and was told there was "extra time" that didn't get billed, and I could just give my credit card over the phone for $280.  I didn't want to owe anything, and paid it, but after hanging up, I did have some second thoughts.  I called back and spoke with the manager, also named Alex. He explained it was the fault of the installers, who shouldn't have clocked out till everything (and I mean EVERYTHING) was done.  They just clocked out too soon and their wheels were on our property for another hour past the time they clocked out--the GPS says so!   As a result, WE the customers are being billed $4.66 per MINUTE for them to explain their product to us, chit-chat about the weather, walk down the driveway to put out a sign and for ME to walk inside, transfer money online, write a check and hand it to them. I told the manager, well, the installers were explaining how the stove works and he said, that shouldn't be done on the day of install, because "that's what the owner's manual is for." The install team "have to do better," he said and he'd have a talk with them. Maybe about how they can bill customers for an extra hour of time without them knowing about it?  Because, had the installers not clocked out too early, we'd never have known about this charge! If anyone is purchasing, or has purchased, a product from AES, beware of these billing practices. ANYTHING you discuss with them--after the install team tells you they are clocking out--will be billed separately. It all boils down to a "bait-and-switch."  For instance, if the team is clocked out, and then they ask to place a sign in your yard, giving the company free advertising for 30 days and the customer a $25 discount for chimney sweeping services, and the explaining of how this all works and installation of the sign takes 10 minutes--there goes $46.66. So, you'll pay $46.66 to get a $25 discount for the chimney sweep.  And by the way, if we get our OWN chimney sweeping service, we'll void the warranty of the chimney liner, so guess who'll be there for chimney-sweep services.  Of course, if you discuss all of this BEFORE the installers clock out, you'll STILL pay the same, but you won't get a phone call telling you the installers screwed you over with the billing process. So apparently, customer service at AES Hearth and Patio is billable per hour. Time is money. you know.  Well, in an effort to save this company some money, I lost my credit card reward because I wrote a check--perhaps I should counter-bill them for my lost cash-back reward and let's see how well that goes over.  *writing invoice now* In fairness, I WAS offered a refund of this extra hour, but I felt so bad for the installers--who are now going to have to have "the talk" with the manager--that I refused.  At least I'll have a clear conscience, especially after I let everyone I know who is interested in a wood stove NOT to purchase from AES Home and Patio. One friend is already looking elsewhere and I'm NOT charging for the advice! read more

We have been loyal customers of AES for years and have always been completely satisfied with their entire team and customer service!! Top notch service in all departments!! read more

They act like a used car dealership trying to add on extra charges instead of giving you the price that was quoted

All in all, fairly happy with them. Installation was professional. Inspection of chimney detailed with pictures. Staff was nice. Would recommend. Couple of side notes: they installed chimney liner and while on roof I saw worker grab onto my 150 year old lightning rod - bent it. I'd rather him have done that than fall of course, but now gotta fix that. read more

Try calling the service desk BEFORE you buy from them. The qualuty of their installation work is at a lower level then your average pizza shop. Seriously after they were done I had to hire a roofer to come back and repair the damage that left to prevent leakage. read more

Their customer service is horrible. It all started immediately after purchasing a fire table. We were told delivery would occur the following week, and they'd be in touch with when. WE had to reach out to them to arrange delivery. Then, once it was delivered, they didn't have the proper equipment to test it (i.e. a tank and battery). When we went to test it, it wouldn't stay properly lit. We called to see if someone could come out as perhaps we weren't doing something right. Multiple phone calls were made to have someone come out. We were told on a Thursday night someone could probably come out Friday. That never happened. The following Monday, I emailed. On Tuesday, I received a response we'd get another call from the Service scheduling. We didn't receive that call for another several days and then were told it was a two week wait. Upon arrival of the service visit, they tried to bill us for a service charge. Mind you, it has NEVER worked. It was then determined that it is a part under warranty, but it would be an additional 2-3 weeks. At this point, we want to return the damaged product and get a refund. But SURPRISE! No one has called us back yet. Covid is not an excuse for poor customer service. DO NOT GIVE THEM YOUR BUSINESS. read more