Stay away from this merchant. Horrible customer service, never pick up the phone or return phone calls. Waited for 4 months for installation of a gas fireplace insert that was supposed to be installed in 6 weeks! Still waiting ... Required two one-hour round trips to their store to get any information after numerous phone calls were ignored. Only responded when threatened with order cancellation. Go anywhere else. At least you might get returned phone calls. Absolutely no confidence in any post-installation responsiveness. We are now fighting for a refund of our deposit! read more

Overall great experience and seriously high quality products. My wife and I purchased a patio set a year ago and we could not be happier. During our shopping experience Pete walked us through the different styles and products they offer and was very informative. We have a smaller backyard so we went with a smaller set but we were unhappy with the table size and wanted to go bigger. Pete swapped out our table with a larger one with minimal cost difference and no additional installation fees. The tables and chairs are made right in New York and the quality is unbelievable. All winter, leaves and debris fell on the table and made stains. 5 minutes with some windex and the tables and chairs look brand new. We can not be more happier with this purchase. When we have guests everyone sits for hours and remark about how comfortable the chairs are. We could not be happier with this company. Any question or issue we had Pete resolved without delay. We also received a discount because my wife is a school teacher. This company has been in the community for a long time and you can tell they are committed to the community by being so responsive, knowledgeable, and appreciative. Other patio stores sell cheaper products which might be more budget friendly but my wife and I wanted furniture that would last for many many years. I was recommended to use this company because my father bought a patio set from them over 10 years ago. His still looks brand new. We are so happy with our patio set. If we need anything else for outside area we are definitely going here. Thank you Pete! read more

I went there to purchase a electric fireplace insert. It took months for the order to come in. The person who installed it was fine, but the remote control didn't work. They were supposed to order a replacement, but we never heard from them again. My husband kept going in there to follow up and no one ever seems to know where the order is. We gave up and ordered the remote ourselves for $20. I honestly don't know how they stay in business. read more

What a nightmare dealing this company !!! BE AWARE !!!!!!! We purchased a fireplace payed over 7500!!! Had someone come out to measure for the fireplace ! Waited over a month to get installed! A two hour job took them 7 hours because they measured WRONG ! Hacked my whole fire woodplace up had brick dust everywhere!!!!! Then after the fireplace was installed they left and there was black smoke EVERYWHERE!!!!! My whole house was covered in soot/smoke !!! We called someone came out the next day ! The installer who has been doing this for 35 years never opened the flue (vent) and almost killed my whole family !!!!!!!!! The glass is the fireplace was covered in smoke ! We couldn't not even see the fire when is was lit ! We had to fight for are money back ! My husband missed days of work ! The owner Pete is a complete peice of shit and everyone else who works for the company is very very shady !!!! The owner wanted us to go under insurance and he subs the jobs out so we tired to go threw the guy who installed the fireplace insurance and he doesn't even have coverage!!! What if my house burned down ? What a joke !!!!We told him if he don't give us are money back we are getting lawyer! Finally after 4 months we had to fight to get are money and they finally picked up the fireplace! Just wanted others to be aware of this company! Was a nightmare !!!!!! read more

9/1/21 i paid randi epstein, an employer of better homes & patio, inc, $3000 cash for an empire white mountain 24" doublesided gas log set. he marked it "paid in full." i have the check number. it was delivered. it was defective, ( their words) it worked now and then. i have complained many, many times. they sent out a repair man and it would for a day or two. i e. ee. promise a. ew fireplace for the equal amount of $3000 but never received it. it is now 2/15/23 and i still have not gotten a replacement. i am frustrated with this business and would suggest you be very careful if you decide to purchase a fireplace. read more

update. still waiting for installation to be completed. Missed hours at work, more lost wages for installation that couldn't be completed. this time wrong pipe. again, we are still left waiting in a cold home for the job to be completed. no telling when we will have a working wood stove. think hard before deciding on whether to go with this company. complaint filed with BBB. Follow up will be initiated after this latest development. read more

I have to say I'm very dissatisfied with the customer service of this company to install my wood burning stove. It's been an absolute nightmare trying to deal with any of them since day 1. First, no one came out as Pete Stillitano the owner stated they would to measure and look at the area of install. Instead I had to send him photos of the area. Then when the installers got here, they were unsure if the size of the hearthboard was even going to be okay because the measurements were off. Thankfully, it was, but because it was smaller than the manual stated it should be, I needed to go out and purchase heat shields for my wall - an expense I was unprepared for. Second, I asked when I would be able to pick out the color hearthboard I wanted to match my living room. My living room is all gray, white, and black. I was told by Pete that "they can't make them fast enough" and was never offered to pick out a color. The hearthboard does not even match - it's tan. Third, I had problems with the stove's draft in the beginning and was getting a ton of backdraft of smoke into my home. We thought it may have been an installation problem. When I called, I spoke to Pete who assured me it was not an installation problem without even seeing the issue in person and that if he sent someone out, it would be a $200 some service charge. And lastly, after 1 week of stove use after the problem was fixed by a friend who is very handy with stoves, the hearthboard cracked. I sent a picture to Pete Stillitano and Wendy Corrigan and over 2 weeks later, I still have 0 answer whether or not it's guaranteed after going back and forth with Wendy Corrigan. She did not even respond to my last email. I will never recommend this company to anyone and will be filing a Better Business Bureau complaint for the Hearthboard as well as reviews anywhere I can. read more

STAY CLEAR of this Place!....Purchased a wood insert for our fireplace...Appointment was for a 9am install, they didn't come until 3pm, bc the driver overslept. After that it was a NIGHTMARE. I'll give Kudos to the installer Chuck, for working his a off, even though the owner Pete didn't give him enough of a supporting staff to complete the job in a timely manner. After the job was complete multiple people asked us about the remaining balance and how we would like to pay. We ask for compensation, based on the lack and of professionalism and inadequate staff. Pete would only give us $99 off the entire job, which is a joke. After our disagreement on price. Pete went and charged our credit card without our permission for the remaking balance. This place is completely dysfunctional and it all starts from the top. Save yourself the aggravation and go to a professional fireplace installer read more

So disappointed with our experience. We had several issues with the install for a fireplace insert. Failed inspection and they had the nerve to be "annoyed" with us not paying the balance in a timely fashion. They are unprofessional. The owner hung up on me instead of talking to me like an adult and then installer, who is a subcontractor did not know he was a subcontractor. We read the manual and had to tell them what to do at one point. I would never recommend this place. They might talk a good game but they are hacks. The installers balmed the owner and salesperson and vise versa throughout out venture. They are the pits. Don't go to them!!!!??? read more

Approximately 3 years ago I had this place make some replacement cushions for a very expensive rattan set for my Florida room. The owner himself took care of us and did all the measurements and I even took his advice and upgraded my choice of fabric which he assured me would hold up better. Long story short, it was a complete nightmare. I was called when the cushions were finished. I picked them up and they were completely the wrong size......much too small. I photographed them and he could not deny he measured them wrong and would remeasure and have them redone. I picked up the new cushions about two weeks later. I put them in place and they fit perfectly. I sat down on the sofa and could not believe how cheesy they felt. I cannot even tell you how awful the fabric looked once I got up off the cushion. It looked liked the Atlantic Ocean . Loose and wrinkled. I was sick to my stomach. I returned the cushions the next day and the Manager said he was not there but he assured me he would show them to him when he came in and would phone me. I told him there was no way I could accept this shoddy work after paying 900.00. Days went by and no call. I called and in a very rude tone the Manager told me the owner said there was nothing wrong and he was not going to do anything at all since in his opinion they were fine. In three years I have not been able to enjoy my Florida room because every time I sit in the chair or sofa I get sick at how awful it feels and looks. Thank God I met Jim from The Foam Outlet a week ago. He replaced the Foam with high density quality foam and they are perfect. The Owner of Better Homes Hearth & Patio cheated me so bad. This is a place I would never recommend and even though it's 3 years later I feel happy that I can hopefully save someone else from getting a bad deal. Go elsewhere. These are bad business people. read more

Unreliable! Salesperson Randy told my parents that he had a fire place front that would fit their fireplace perfectly! It's a $1000, but would sell it to them for $400, because the person that ordered it no longer wanted it. So the installer comes in and guess what, the unit is too small!! It has now been 3 weeks! We have called them repeatedly and no call back. I personally went there then and Randy told me that he had no idea that the installer never told him there was an issue with the fireplace. Then proceed to tell us that someone would be out there that afternoon. No one showed, then we got a phone call saying there were come on Tuesday 11/27, no one showed up. My parents placed called all unanswered. I called today 11/30, got voicemail, which is the only way to communicate with them. Told them that they need to make an appt to come and get the fireplace front as we no longer want to do business with them and to call me back an acknowledge my call. Guess what no call. They keep telling us how busy there are, which is a bs line. DON'T USE THIS COMPANY read more

It's been a month and no action by anyone at this business to even try to correct their mistakes. I truly hope they lose this business...since writing my review, many people have contacted me with similar grievances read more

I cant tell f the product is good or bad but the costumer service is horrible we bought a fireplace October 25TH (more than one month ago) and they will NOT let us know when it will be ready for installation. we called several times and they will not inform us. Weve made an initial payment of 900 dollars which he already mentioned that if I want to cancel he will charge a restock fee. now we are left in the dark, without knowing when or IF our fireplace will be here and cant buy in another place since we already paid 900 dollars DO NOT BUY THERE, OR THE PLEASURE OF HAVING A FIREPLACE WILL BECOME A NIGHTMARE read more

Absolutely horrible & completely incompetent. Randy said we could fit a large gas insert into our prefabricated fireplace. He then screwed up the order (probably trying to upsell us) and ordered a gas fireplace (which is apparently entirely different and would not fit without additional major changes & cost). When his mistake was brought to everyone's attention, he couldn't find any of the measurements he took of our fireplace and had to come out a second time to measure again. During the second visit / measurement, he said a medium sized gas insert would fit with no changes necessary. Two days later he sends out the actual installer who immediately informs us that the only unit that would fit is the smallest unit. When I called for him to refund our deposit, his response was classic, "Why?" ... Absolutely incredible. read more

This place is HORRIBLE! DON"T GO HERE! Aside from their lack of inter-office communication, they rarely called us back for any follow up. It was always a one sided relationship. Took two plus months to install the insert. Even though they came to do an "estimate" and measure, they relied on a previous contractor's measurements, leading us to being forced to get another insert, MORE MONEY. And after all this, the salesperson tried to justify himself. I can go on and on about this company, but only thing I CAN SAY IS DON'T DO BUSINESS WITH THESE GUYS! These guys are extremely unprofessional and unsympathetic. They will take advantage of anyone's situation. It's a miracle they are still in business. After trying to have Peter Stillano, Sr call me after leaving numerous messages for him, he left for vacation. Only reason I found out about this was when I CALLED THEM AGAIN TO SEE WHY HE NEVER CALLED BACK read more

I had a gas fireplace installed on 3/31/2014. To date, almost 6 weeks, I have not been able to use it for more then 20 minutes. They keep ordering parts and make us wait weeks to get them and install them, only to find it still doesn't work. They ordered another part and told me on the phone, "when it comes in, they will be here to install it, on our schedule". It cam in and now its next Tuesday to come out (5 more days). I asked them to replace the unit, they refuse. If you are thinking about it, don't consider doing business with these people. read more

We had service done by tech. Jim two years ago. Although Jim had a poor disposition, and we had to wait a couple weeks for him to come and service our gas fireplace, he did eventually come out and seemed to know what he was doing. He did a good job in cleaning a clogged gas line and getting the fireplace working again. Last week I need service again, but Jim is no longer there. On Friday of last week, they sent out technician Ken for the same problem. I was not home but my wife was. I knew we were in trouble when she texted me and said that Ken wants to know where the circuit breaker box is located. The fireplace is not connected to electricity. He should have known this. He worked for about an hour and a half trying to find why the pilot light lights but the fire does not ignite when we through the wall switch. This is why we called them in the first place. He charged her $229.00 (ouch) and told her the wall switch won't work (DA!) and she had to "Jiggle" the pilot control to get it lite. What? I could believe that she paid him. The fireplace was exactly as it was before he came out. I called Pete. He said that Ken is new and we made an appointment for him to come out on Monday at 3:00. I left work early to be there at 3:00, but Ken did not show up. I called Pete and he told me Ken was on another call. I was furious. Pete said he was returning our check for $229.00. I hope he keeps his word. I won't be back. read more

Very happy with our furniture. We did have an issue with one of our purchases but the owner worked quickly to get it resolved. Great customer service! read more

I thought I was the only one getting horrible service and lied to but then I read the reviews.....Unbelievable!!!!!! The "salesman" obviously has a very bad reputation....they do not care if the product fits, they do not care about service....I'm wondering how many customers did not complain because they were so angry...Peter Stillano, Sr...I really need to talk to you read more

Just bought an awning, it is the best I could find. Sales manager Randy took care of everything. Crew installed in less than a day and cleaned up before leaving. Very happy. read more

I would not recommend this merchant. From the start their salesman had lied to us stating they did not carry electric fireplaces. I found out later on, upon speaking to the owner Peter Stillanto Sr. that they do carry electric fireplaces and then realized I was lied to by the salesman so he could receive a bigger commission. The gas fireplace cost over $4,200.00 and the electric fireplace was just around $2,100. Their gas fireplace has exploded in my home several times. Nearly injuring my 4 year old and I. Their product are unreliable and very unsafe. Their installations are negligent. Their installer used wrong connections and put cardboard inside my unit. They caused a gas leak more than once. They replaced the unit and I had another explosion. It exploded four times in my home, twice with us, twice with the installer. They couldn't guarantee that this unit would not explode again. I cant explain how frightening the explosions are, it creates a large gas fireball inside the unit and it sounds like a bomb. Finally, I said get this unit out of my home, before you kill one of us or level my home. Peter Stillanto Sr. the owner lead me to believe he was going to do the right thing and make everything right by replacing the unit with an electric unit and return the difference. He was suppose to refund us the difference of $2,100 from the gas fireplace to the electric fireplace but didn't and created false charges to try and keep all the money. I cant even get an original receipt for the purchase of the electric fireplace after I requested one several times, which leads me to believe the electric unit cost even less than they are stating. I realized at that point what kind of shady business this is. From the owner, to their salesman, down to their installers, He will not return your money, if you are owed any. Especially, when they are completely at fault.. Update: Had to take Better Homes to court to get our money returned to us, and clearly won judgement of $2,100.00. read more

Thought it was bad enough when they charged us to come out and repair FP after a few months but then Four years later, selling house and fire place insert completely failed inspection. They cut every corner and now costing us several hundred dollars to "fix". Complete BS. Make them pull a permit...or tell them to get out... read more

Stay away from this place! Should have read the other negative reviews prior to setting up an appointment. I never write a bad review since I am a business owner myself and know how detrimental bad reviews can be. I made an appointment to service my fireplace insert and they could not give me a range of time they would be at my house so I took a day off work. I asked if they could call me the day before to let me know about what time they would be there and they said they could not call me. I should have canceled the appointment right then but I didn't. Called at 12noon the day of to make sure they were still coming and again at 3:30pm and they said yes they are on their way. At 5pm they called and canceled and they said the soonest they could come out was 2 weeks later. I would have been understanding but the people I spoke with were very unprofessional, rude and never even apologized for the inconvenience. They clearly did not care about my business. I cannot speak to the quality of their work but it's clear that customer satisfaction is not their priority. read more