100% hire this company for any fireplace work. We recently ordered and installed an electric fireplace for our living room. My amazing wife designed a custom size. Richard our rep was great. The builder, Ken, comes out and TOTALLY nails it. This guy was amazing not only in his craftsmanship but also his thoughtfulness in customer service. This has got to be one of the best customer service experiences I've ever received. He went above and beyond expectation....So my wife and I recently had a mold issue due to a water leak in our bathroom so she's been extra vigilant in looking out for mold. Some of the 2x4's on the frame had these gray streaks on it and she was concerned - turns out it's nothing to worry about as it's just a natural effect of the wood (blue beetle pine). But Ken! He rebuilds the frame with unmarked wood anyway just so my wife would have not a single doubt. Incredible. He also cut out some of the baseboard he removed to give us a design idea we hadn't thought of which was to put it around the base of the fireplace. We initially were neutral to the idea but he cut them anyway and placed it so we could see what it looks like and we love it! We never would've done it this way if he hadn't suggested it. I'm including some pics - we still have to finish painting it and stuff but you can get an idea. This company is professional, experienced, and thoughtful read more

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American Heritage installed a new gas fireplace in our home, which included a gas line. John came through with a realistic set of logs and they look great. The workers were professional, efficient and tidy. There was no trace of mess left behind. We also had them relign our woodburning fireplace. No complaints there either! Thank you to John & the American Heritage crew. read more

Got my fireplace installed 2 years ago and it's alway had a heavy gas smell. I called when it was under warranty and they came out but a couple months later smell persisted. They came out again for 5 minutes and overcharged me for a cleaning and didn't realize until I called. I gave feedback that their maintenance crew said "the less these owners know the better" and it didn't make me feel safe and all they said was that they'd send a different crew out next time. Customer service is pretty dismissive. read more

I live in a vintage condo. Fireplace hadn't really been checked out properly for decades. We decided to have a full inspection and called out American Heritage. While these guys are not the cheapest on the market, you get what you pay for. Professional from diagnosis to remediation. We got a liner put in, a fan and viola - working and more importantly SAFE fireplace. The workmen were so respectful of our home and the other residents in our building and everything was done within the timeframe promised. read more

When I called in our sales person was very helpful with options right away. I had a quote that day and the installation was scheduled for the following week. Outstanding service and quality. As a side note, I had been dealing with a different company that was not as responsive as American Heritage. I'm very happy to have made the switch. read more

Great selections and options. We looked around online and decided to stop in the showroom (really well laid out to show different options) and the prices are competitive Very easy process, our sales rep Henry was great about explaining options and the best part, it's not a hard sale process, and we went with the option that best suited our budget and design esthetic. Highly recommended, there's outdoor and indoor fireplaces, but also accessories. The service appointment was easy to set up and the warranties are better than what you can get online. 1 year for labor, 5 years for the fireplace and 5 years for the synthetic logs which are the most fragile parts read more

Our gas fireplace stopped working, so I called American Heritage Fireplace and scheduled a service call. They were able to send a technician over the next business day. He walked in, took one look at my fireplace and told me the pilot was burning yellow and he would have it fixed shortly. 15 minutes later the fireplace was working better than it has since we moved in back in 2018. I was prepared to replace parts or possibly the whole mechanism. Was delighted to learn we needed no new parts, he just quickly solved the problem at the cost of the service call. He also took the time to explain to me what type of fireplace I have and how it generally works, assured me there are still parts for it, so no need to worry about replacing the whole mechanism for a while. I felt like I was working with good honest experts at every step of the way with American Heritage Fireplace. They will be my go to for any future issues and service calls. read more

They promptly replied and offered to resolve our concerns. We will follow up with them, and ask them to return.

Ricardo is the absolute best! We've had multiple companies tell us our wood burning fireplace was broken. Ricardo had it cleaned, working like new and looking better than when he arrived extremely quickly. He was very informative and took his time explaining to us how to operate our fireplaces - yes, he also fixed our basement fireplace that even our home inspector said was inoperable and needed replaced. We highly recommend Ricardo! read more

While the fireplace looks great it continues to have a heavy smell of something burning that causes my eyes to run water, my breathing becomes labored accompanied with headache and eye pain. I have to turn the stove fan on when the fireplace is on; often cracking master bedroom window as well because the smell drifts upstairs. So why do I have this fireplace; my first floor is cold. When I cut the fireplace off it restarts giving a horrific, loud blowback then shuts off completely. I cannot begin to tell you the reasoning I was given by four different employees from the manager to the salesman down to two different installers. Upon inquiring to have this new fireplace removed I was told by Heritage Fireplace that I would have to pay a hefty restocking fee. This fireplace cost $1,500 and in no way compares to the fireplace that was installed in 1996 when my condo was built. This new fireplace has only two levels for flame which is high and low. The low is very high. My previous fireplace I could turn knob to desired level of frame. I do not recommend Heritage Fireplace as they discard you as a customer soon as your bill is paid. Sad in Hyde Park. read more

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great experience. burner went out on masonry fireplace. called for service appointment. it's high season but I was able to get an appointment within 10 days. scheduling was easy and professional, including getting a followup email about my appointment. they asked specifics about the model of my fireplace and the problem and said they'd make sure the tech had the right replacement parts. tech arrived on time. and although he had to go back to his office to use a vice to get some pieces apart, he returned and the job was done in a few hours. I would recommend them and definitely use them again if I have to, but knock on wood I won't any time soon. read more

I just had my fireplaces cleaned and my chimney inspected by Ricardo from American Heritage. He was very polite and knowledgeable. He and his helper cleaned our very dirty fireplaces and left the areas spotless. He also went on our roof and inspected our chimney which was in great shape. Highly recommend!!! read more

I am a General Contractor and I had a client who needed a wood to gas conversion. I researched to find a company that I could trust to uphold my company's values. I was not disappointed! I was connected to Todd Verploegh, who addressed all my concerns. His communication was impeccable and he made sure the process was seamless. He was very professional and is an excellent salesperson. Jessica, the receptionist was very helpful went above and beyond. The installers Kurt and Jacob were very professional and their performance was excellent. My client was very happy with the install and I attribute another satisfied customer to the help of these members of American Heritage. Thanks Todd! read more

The remote on my gas fireplace wasn't working so I called American Heritage and talked to Jakub. He easily could have scheduled a service call which would have involved a fee. Instead he emailed me a You Tube link showing how to replace the batteries in the receiver in the fireplace and how to sync the remote to the receiver. It was easy. Everything works now for just the cost of four double-A batteries. That's about as honest and helpful as anyone could expect. This is the second time I've used American Heritage, and I will continue to do so if I have any issues for my fireplace. read more

Todd is amazing. He takes great time listening to your goals before pointing you to the options that best meet your needs. He speaks plainly about the upgrades that will bring you joy and where you should save your money. They process is incredibly detailed and precise. I really enjoy working with American Heritage Fireplace. read more

I wanted to remove the gas log burner and install a cleaner gas burner. It was a bit of a rollercoaster ride of learning if it can be done or not due to the old gas burner being installed wrong. I've been using my gas burner for 13 years and it was not to code, in fact, pretty dangerous (I had no idea until American Heritage came out to my house). The American Heritage installers were so professional and friendly. There was a lot more work involved but they did it to code and did it right! I feel so much better knowing my home is safe and the gas line is to city code. I've included a picture of the "old gas line" and it's a little scary knowing that was behind my wall all these years supplying the gas to my 33,000btu burner when it should have been less and a direct gas line! Now we get to really enjoy this beauty! read more

American Heritage Fireplace - Fireplace - Appliances Near Me - Chicago, Illinois

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What a great experience it was to work with Todd from start to finish. He was incredibly knowledgable, thoughtful, and generous with his time as he guided me through the fireplace selection and installation (especially since I was a rookie to this process). The results exceeded my expectations thanks to the top-notch installation led by Carlton. He brought my aesthetic vision to life with meticulous craftsmanship and artistry. I recommend American Heritagage - and in particular the excellent team of Todd and Carlton. They transformed my home adding warmth, beauty, and joy. Thank you! read more

I spent almost $11,000 on a new fireplace at American Heritage and they did a very subpar job. I have been trying to get the salesman Todd Verploegh to fix it for 2 months and am being completely ignored. When I do manage to get him on the phone, which is very rare, I am blown off with excuses like "We're looking into it, it'll take a while" or "We have to talk to so and so" or "Maybe we can try to this or that fix" with no follow up. It is always me calling and emailing him, and never getting a response. I understand they're busy, but I would think $11,000 earns me at least a response. Funny how communicative he was before he got my money. The issue: They installed a white tile surround (which they approved) and white grout (which they chose) and it immediately turned yellow from the heat (see photos). For $11,000 I expect at a minimum, my fireplace to not turn yellow, and customer service to actually acknowledge my issue and attempt to make it right. It has been going on 2 months and they are ignoring me and the warranty. I assume they're just wasting time until the warranty runs out so they can refuse to fix it. Read the other reviews about terrible customer service on here. This is clearly a pattern. I do not expect a response to this review as American Heritage only cared about getting my money and have ignored me since. It's time to pursue other avenues to get this resolved. read more

American Heritage Fireplace - Yellowing grout happened immediately - Appliances Near Me - Chicago, Illinois

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I found a mantle piece that I purchased online that was a stone mantle and needed assembly. I asked a few tile companies but they did not know the complexity of how the gas insert works with the fireplace mantle piece etc. I also didn't want to risk an error on the install after finally finding the right mantle and it was pretty costly. I communicated with John D. from American Heritage and he was very knowledgeable and straight forward about the process. He had his star employee Carlton on the install and with the holiday it was about a month out for the appointment. It was well with the wait. They placed down tarps from the entry to the fireplace first. Then they setup and explained what they needed to do and little options. They had to shut off the gas to move the key about a foot from the mantle and they moved very quickly without any issues. Then they installed the 4 piece stone mantle piece without any issues. They used a heavy gage copper wire to secure the mantle to studs in the wall...also then plastered and glued the mantle to the floor and wall. I asked them if it was leveled and they had already leveled everything perfectly. I've completed several home repair projects and this is probably the only one that went off without a glitch...Plus Carlton is a great guy and extremely knowledgeable about gas fireplaces, he has two at his house and tested mine to make sure it started up and explained how to upgrade to a remote potentially in the future. I highly recommend these guys for the safety with gas and fireplaces in your home! read more

American Heritage Fireplace - Appliances Near Me - Chicago, Illinois

Thank you to Ray for his work on my gas fireplace! It was in bad shape due to previous setup where the pipe fittings were wrong and a bandaid solution was created to prevent gas leaking. Ray took one look and knew right away that this was not safe and recommended we convert back into a wood burning fireplace after taking into consideration my budget and current state of the fireplace. He cleaned everything up and installed a gas starter bar and kindly explained everything to me in detail. He is incredibly detail-oriented and thorough and I 100% would hire him and American Heritage again. Thank you!! read more

American Heritage Fireplace - Cleaned everything up and ready to go. - Appliances Near Me - Chicago, Illinois

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My new fireplace!! Love it! Had it installed the later part of 2018 and the installers were absolutely fabulous. Arrived on time and were extremely courteous. A couple weeks ago I started noticing intermittent difficulty with the starter igniting. I was super nervous because tile surrounds the unit so I was hoping it would be a simple, easy repair. Today the repairman came out and again was a super nice guy and he had it up and running in no time!! I absolutely love it! read more

American Heritage Fireplace - American Heritage Firepace - Appliances Near Me - Chicago, Illinois

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The absolute worst customer service and ridiculously expensive. NO ONE returns phone calls and they chsrged a whopping 600 bucks to plug in the fireplace. They are not to be trusted and do not respect the customer. I say run .. don't walk away.. there are far better retailers out there who appreciate the business. read more

Very quick and helpful assistance from Jakub in the service department- he was able to help us over the phone within a matter of minutes.

Ricardo and James were prompt (early!), very polite and patient with explaining everything they were doing (inspecting my fireplace via video camera) and giving me options for how to take care of my problem. Will definitely use AH again! read more

Fireplace insert is beautiful and works well but a serviceman had to come out twice to fix the same issue of a piece falling off within the service from both sides. After several months, I also noticed that the insert wasn't quite flush with the tile on the top of the unit. I emailed the salesman (Todd V.). He tried to tell me how to take things apart myself to fix it on my own using something to hoist the insert up so it wouldn't sag. I told him that I didn't trust myself to do that and also didn't think I should have to do that. He then stopped replying. He totally ghosted me which is extremely unprofessional. I initially recommended this company to friends but will no longer do that. Addendum: The GM immediately reached out to help resolve this which I appreciate. On my own part, I could have reached out to him directly before. Jan 12, 2023 Addendum: Technicians came out yesterday and spent over an hour fixing the problem. Time spent was due to troubleshooting which they did systematically. I definitely could not have accomplished this on my own. The GM contacted me today to make sure things were satisfactorily fixed. He took ownership for the "mishap" even though it was not personally his fault. But he represented his business well in that way. read more

Unfortunately I have not had great customer service. Ordered a grill in May and it's been delayed several weeks. They did not communicate well regarding the delay and did not set proper expectations. Hope to resolve my situation soon, thanks. read more

They do a great job! They have been servicing my family for years. Every time we talk to them they are always friendly and very helpful.

I'm a bit on the fence with giving American Heritage 2 stars, as I'm ultimately happy with my new fireplace. It just took a lot longer to get that new fireplace than was originally quoted to us, and customer service here is not good. We live in a high rise and were looking to replace the old fireplace, which worked, but was dated. Our first visit in, we talked to Paul, and he sold us the fireplace we ended up buying, and was our contact person throughout. I do realize we were dealing with COVID related shipping delays, but our originally quoted time frame came & went with no calls or updates on their end; every time we got an update, it was because either myself or my husband called or emailed, and Paul was very slow to respond. It felt like, once he sold us the unit we wanted, he just wasn't that interested in seeing the process through to the end. Then, once we did get a date, my husband reminded Paul in an email that our building requires updated insurance and licensing info, and he even sent the documents that the building office gave us to fill out. He was told everything was up to date, and it wasn't. We found out the morning that the workers showed up. Again, poor follow through and lousy communication. I'll shorten this; we finally got our fireplace, it looks great, and the workers they contracted were excellent. If I was reviewing Gerardo and Anthony, the guys who installed the unit and did the drywall, I'd give them 5 stars. However, the whole process was stressful and chaotic, and it didn't need to be. read more

Ray showed up promptly and fixed our starter issue with efficiency and cheer. He patiently explained each step of the repair to make sure we were clear on how to properly operate our fireplace. American Heritage Fireplace's process was smooth from beginning to end. Thanks so much! read more

We bought a ventless fireplace from American Heritage three years ago. It has performed very well for us, however, I forgot how to ignite it. I understand it is OK to leave the pilot on during the summer months, but someone here must have turned it off. So I had to reignite it. I went to the store and spoke with Jakub. He sent me an email containing videos explaining how to relight, very simple. The real point is that he was very helpful, and not only do I now know how to do this, in case it happens again, but now we also have how to videos to explain. Thank you, Jakub. read more

American Heritage Fireplace was great. I worked closely with Michael J. who went above and beyond to help me make necessary repairs to an outdated and discontinued pre-fab fireplace. He searched high and low and somehow found a near perfect match for what I needed. Once we scheduled, I asked to be notified if anything earlier became available. He called me TWICE in a day to give me an appointment time earlier in December. The technician they sent out, Kurt, and his associate were prompt, courteous, and professional. They did a phenomenal job. The results were fantastic and we are once again enjoying our fireplace thanks to AHF, and Michal J. in particular! read more

Only contact this company if you are home bound or don't mind being totally disrespected. Forget the cable guy, he's a model of timeliness compared to these people. My time frame was 8-12. Everything was cleaned, put away. I postponed my errands to the afternoon. By 12 nobody was in sight, so I phoned to check. Turns out the service goy was doing an installation in a suburb that's more than 45 minutes away--in good traffic! I estimated that he probably wouldn't make it here until at least 3, and I had to leave. Like nobody could call and let me know this? Nobody apologized, so I figure that's their modus operandi. read more

Such a great experience with American Heritage - I had a gas fireplace that couldn't keep the pilot light burning and they were able to come out and clean the fireplace and resolve the issue. Jakub, the service coordinator, was responsive and easy to coordinate with. Would definitely recommend to anyone in the Chicago area (I'm in gold coast) to service your fireplace. read more

Professional, and amazing rates. This was my first fireplace purchase and they made the process so simple. Thank you guys, I'll definitely be recommending them to others. read more

I worked with Nicholas Coveliers @ American Heritage Fireplace to pick out and install a Mendota ML47 fireplace with new stonework around the fireplace along with a new stone hearth. Kenny and Matt were my installers and I could not be happier with the quality of their work. Great people and wonderful workmanship. Thank you! read more

This place is absolutely amazing. Chris Mitchell helped me at the store, and then came out the next day to look at the space that I was working with. He is definitely a pro. Ken and Jose just finished painting the interior, putting new doors on and installing logs in my fireplace, and hanging the mantle. I honestly could not be happier with the results. It looks like a completely different fireplace!! These guys were extremely professional, friendly, and very knowledgeable. I would highly recommend them to anyone looking to update/upgrade a fireplace. Thanks, guys!!! read more

American Heritage Fireplace - Appliances Near Me - Chicago, Illinois

Their customer service is nothing short of atrocious. We were given a quote and a timeline for an installation of a fireplace (3 weeks). The doors didn't come in until 6 weeks later... annoying, but not a big deal. The doors, however, were not the doors that we ordered. We were given another 3 week timeline for new, correct doors. It has now been 6 weeks, and not only are the new doors not here, but the manager & store will not return any of our calls or emails inquiring about their whereabouts. Additionally, they have our deposit! Thieves!!! I would highly highly recommend taking your business elsewhere!!!! read more

My experience was downright unprofessional. I went to their showroom to see if there were newer ventless gas logs that didn't have a bad smell even after the fire had been on for a while. The salesperson assured me that there was a "new" set of ventless gas logs that did not have this problem. I did put a down payment for this set but I insisted that I take a photo of my current set up as it looked very similar to the one this salesman said were "new style or material". I sent him a photo via email asking if my set was in essence the same as the "new" one he was selling. No reply, so I emailed him again a week or so later and again, no reply. The technician came only a couple of hours late. As he was "cleaning my firebox", which took maybe three minutes, I noticed that the "new" logs look exactly like my old logs. Oh, yes he said they are the same. I emailed the salesman and detailed what I've written here. I asked for a reduction in price because of his unprofessional lack of response to my emails including the photo of my current log set. No response. I guess I'm on the hook for the total amount as I have excellent credit and I don't want that screwed up. Bottom line - I DO NOT recommend this company as their "head" salesperson was utterly unprofessional and greedy. read more

So I paid 200 bucks for a chimney cleaning and chose to support locally but this place is the worst. First they spent 20 mins here cleaning my chimney and stained my white carpet with ash in two spots. Then they left saying they'd come back to replace the lighter log piece I bought from them because they needed a torch to get the old one off. After 10 days with no follow up I called and left a message with their manager who called me back 5 days later after I left the message. Then he has the audacity to tell me he needed to charge me another 149 bucks for a second service call. These guys are terrible and a rip off. I will make sure everyone knows how bad they are and my terrible experience after overpaying. read more

Great service, both from Todd in sales, and from the incredible installers. Not only did they install the fireplace, they also put up brick veneer, retiled the hearth and did it without making a huge mess. All this for 40% less than my contractor quited, HIGHLY recommended. read more

American Heritage Fireplace - Appliances Near Me - Chicago, Illinois

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