Terrible customer service. Ordered and paid down payment in November 2024 for two gas fireplace…read moreinserts we were told would be installed prior to Christmas. Called after New Year's and left a message. Drove to their store in a snowstorm after no return phone call to be told parts were on backorder. Finally called to schedule install, when the installers showed up they didn't have all of the parts needed to make the living room fireplace safe to operate. Install finally finished two weeks later. Installation crew was great, everything else was so thoroughly unacceptable that it seemed like we were in an episode of punked. There are plenty of places to get fireplaces in the area, I wish we had read reviews prior to picking this terrible excuse for one.

If you can purchase fireplace equipment anywhere else, do so. The lack of customer service is…read moreastounding, as well as the installation charges I was not made aware of. I ordered a gas log fireplace set with glass doors in the fall of 2022, and they completed the installation this spring just in time for warm weather. The gas log set was available, but according to the Flame Center, they have to wait until the glass doors arrive so they can make one installation trip. The doors were on backorder. I asked to have the logs and gas installed, and they said NO, it's not our policy saying we have to wait for the doors to arrive. Subsequently no fireplace all winter. It's a backwoods organization with no idea about customer service, so go elsewhere.

BEWARE!!!! WOOD STOVE ENTHUSIASTS…read more.. After a long search in my area for an installer of a wood burning stove (purchased from a well known company) I found Hancock Chimney Service. All of the other companies would not install due to the fact the stove was not purchased from them.. Hancock would. Hancock Chimney charged $99 off the bat to come take a look, then they would send a quote. If I ok-ed this, the $99 would be taken off the total, otherwise you were out of luck - basically locked in. I was quoted $6,000. High end from my research. With obviously wanting the stove, I agreed to have them install. End of October 2022 was set for installation. They had called for the stove manual to be sent before installation, so it was HAND DELIVERED to them. Installation date was approaching and after many attempts to reach the installer to go over what I needed and when to expect the installer, I finally received a call TWO days beforehand. The installer ASSURED the 2 pieces I did not have (hearth & stove board) would not hold up the job. Morning of installation came and the two installers spent half the day measuring where to place the stove and looking in boxes of parts. They informed me that unforeseen parts were needed (couple elbows & straps). They were going to pick them up and return the next morning business as usual and get this thing installed!!! The office called the next morning.... $1,700 ADDITIONAL CHARGE, for the few pieces. That was the end of this disaster. Classic bait and switch.... To make this even more of a scam, they sent an invoice for $1,400??? WTF Having worked hard for a living, I understand paying the two workers for their time. But that is just unreasonable for what "labor" they did do (approx. 6 hours). They really expected me to pay a total of $1,499 for an incomplete job and a run-around. UNPROFESSIONAL! Shady company. Look elsewhere. Van I. Rockford, MI

Jason and crew showed up when promised and repaired our stone chimney exterior and replaced the…read moreinterior heat shield/liner. When they finished, you could not tell they had been here, except the chimney exterior looked great. Mortar joints repaired and sealed, an old ash door removed and replaced with a stone that matched the chimney. They're coming back to work on our driveway pillars next. Highly recommend Hancock Chimney Service.

Craig replaced the faulty crown on our chimney on our home in Holland. I have never been as pleased…read morewith any contractor as I am with work by Craig. Our chimney crown had been originally installed without expansion joint between crown and flue. When it cracked I had less knowledgeable chimney sweep co. put a sealer on crown, which failed. Craig removed and replaced crown with high psi compound, expansion joint, correct drip edges and flashing. Couldn't be happier.

Craig just finished doing a beautiful Virginia Ledgestone fireplace in our home. He was a joy to…read moredeal with, professional and hard working. He gave attention to every small detail and has a real ability to create an aesthetically pleasing look to your fireplace. I looked at many many pictures on pinterest before this project and our end result is stunning. The work exceeded all expectations and my husband and I are very particular.