Looks beautiful, the unit is very efficient and heats this large room. We highly recommend the company we bought it from. read more

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Don't expect this business to follow up on warrantees! Don't expect them to even respond to phone calls. We waited a year and a half for one "lifetime warranty" part. We've now been waiting for several weeks for a call-back. read more

Randy and Tom are fine men and know their product. Their service is highly capable. They are problem solvers and have resources to call on when they can't do something themselves. I highly recommend working with them. They helped us go from a dream to full installation in a manner that kept us informed and prioritized. read more

The last time I had competent service from this company was in 2019. I have been without this gas unit since Dec 11, 2022 and nobody there seems to care. I have called, begged and pleaded for this unit, which heats the upstairs of my home to be completed and repaired. I am beyond frustrated. My option is a lawyer. Do yourself a favor and take a hard pass on this company. Incompetent, without any customer service care. read more

For this business there are 9 one star reviews and an additional 18 one star reviews that are not factored into the overall star rating because the review writers only had one review. I have read all the reviews, including the ones not counted and they all seem legitimate and consistent about the problems here. My experience has been highly consistent with the negative reviews. I purchased a propane fireplace from Chimney Sweep Fireplaces in 2018. The Sales department was adequate up to the point of the sale and then directed any issues to the service department (2 stars.) The installation technician was outstanding, both on the initial install and on subsequent service calls (5 stars.) The huge problem is with the service department - they don't return calls, they don't follow up on issues, they don't order parts that the service technician has asked for, and in general they don't seem to have any problem with delivering substandard service. It's pretty clear they are either incompetent or they just don't care at all. It's befuddling that given the years of consistent and negative feedback the service department has received, that the owners of this business have not resolved this problem. If you buy from these folks, the product, sales and install will be ok, but if you ever need any service, which you will, you are going to be very frustrated and unhappy. read more

I purchased a gas stove for my daughter this past fall of 2022. She did all the communications, selection of the stove and installation arrangement. I called with the credit card information. The installation did not go well as it was sloppy and not aesthetically pleasing. The appointment to correct the problem was months away. Once hooked-up and started it operated for a couple of weeks and then continuously went out requiring the pilot to be restart each time, now the pilot won't even start. The appointment to get that corrected was almost a month out, and they were less than apologetic. I really wish she/we had read these reviews prior to doing business with these folks. Both of us have plans to purchase a new wood stove next year, it will be from anyone but the Chimney Sweep Fireplace Shop. read more

Don't expect any level of customer service after making a purchase from this business other than a complete lack of. From the salesperson to the customer service they simply don't give a shit read more

We purchased a Primo ceramic grill from these folks a few years back, and last year the ceramic firebox cracked. When we went in to purchase a replacement, they informed us that Primo guarantees the ceramic parts for 20 years, and initiated a warranty claim for us. It took MANY calls from them to Primo to spring our replacement firebox (possibly covid issues at Primo), which they cheerfully made. A couple of days ago our new firebox arrived, and we are now back to grilling. Excellent customer service, from very friendly people. I highly recommend them. read more

I have purchased three stoves from this shop. Two wood stoves and most recently, a high priced gas heater that looks like a wood stove. Have been satisfied with previous installation and service but not anymore. I had an early spring appointment to have the gas heater serviced, the appointment was to be done between 9AM and Noon. About 9:45 I was called to say they would not be coming on that day (glad they called but most likely could have called the day before) and we rescheduled for a couple of weeks later, again for sometime between 9AM and Noon. At the time I told them I had an appointment that required I leave the house by 1PM and was told they would be done before 1PM. On the day of the appointment when they did not show up by 11AM I called them and was told they would be at my house shortly since they were in the neighborhood. I reminded them I would be leaving at 1PM They never arrived by 1PM when I left. They then had the nerve to bill my $129.00 even though they never showed up! read more

I will never recommend your company, and in fact will always suggest potential customers avoid doing business with you. Your representative came to home, confirmed my gas stove was not working properly, and told me he'd call the following day. He never called; I called three times the following week, each time being assured that someone would call me back. Nobody ever called me back. By the end of the week, I was told that your company was unwilling/unable to repair the stove. read more

I recently contacted Chimney Sweep to request an inspection of a wood pellet stove that they initially installed. We are selling our home and the new owners requested an updated inspection. I have never been treated so rudely and with such disrespect. The man in the service dept. told me that my request was "ridiculous" in the time that I needed although I tried to explain that we could push things out with the assistance of our realtor. He became belligerent and hung up on me when I called him out on his attitude. Never, ever will I step foot again in this store. read more

I recently was in to purchase a new part for our gas stove which was purchased from them a while ago. I found their customer service to be condensing and not caring. I will not go back. read more

This place gets mixed reviews. We just had the technician here to service a gas fireplace we bought from them several years ago. Daimion? Sorry for the misspelling came and did a super job, in cleaning and servicing the fireplace. On the basis of his service I give them 5 stars. read more

First time buyer at this place. Bad experience from the start. The installers let themselves inside the property without no one being notified. We had installed new tile the night before and 5e mortar was still fresh. They obviously stood on it, so we had to replace a couple of them afterwards. Then they send us a gas line installer, who did not have the right tools for the job. So he drilled a hole at the wrong place in the chimney. Kicked him out and got another one a few weeks later... Then the unit shuts itself down and an alarm beeps nonstop. It turned out to be a battery inside the unit for the remote control receiver, which quit on us after only 4 days. Called them up to find out it was our problem and not theirs. I'm a general contractor, service is important to us. Not to these guys. This was the first and last time we did business with these folks. read more

Seriously the worst customer service I have ever experienced. We bought both of our Hearthstone wood stoves there because they are the only dealer in the area. We love the stoves - they are the best. However, the one insert we bought that we had Chimney Sweep install back in 2013, they botched it and then didn't take any accountability for it and we had a local place fix it instead (it was leaking). Now, our soapstone stand alone wood stove has a cracked soapstone piece that is covered by warranty (the piece is, not the work), and we've asked Chimney Sweep to give us an estimate of cost and time to fix it, SINCE OCTOBER, and they have completely ghosted us. They don't return calls, and when you finally talk to someone on the phone, they seem more put out than anything else and direct us to send them an email with all the info. We sent the email the same day (Oct 11, 2021), and had one reply about the photos not coming through (so I resent them) and since then (Oct 18, 2021), nothing despite multiple emails from us. The worst experience ever. If possible, avoid them at all cost. I really don't understand how the owner doesn't address the shortcomings of their service department after years of disgruntled and unhappy customers. read more

I purchased a gas fireplace from the Berlin location and after the initial sale, I was treated very poorly. I wished that I had gone elsewhere. I would never shop or recommend this business to anyone. read more

Service after the sale at this place is the worst? Crappy attitude from sales and service people. In 8 years I have spent approximately $7500 at this place, on two different products. You better hope you can find someone at the manufacturer of the product you purchased that is helpful because you'll get little but lip service from this seller. They'll be getting no more of my money. Notice there is no way to rate them on their own website, if they were proud of themselves and their service, there would be. Steer clear. read more

Terrible service. Was told our woodstove repair would take 2 to 3 weeks by technician & at drop off at the Shelburne store. The technician was prompt and very helpful & courteous. However-- 2 months later we still do not have a stove and they are telling me one or two more weeks. The manager Jason flat out told me that they did not say that it would be two or three weeks-- that they told us it would take several months. Of course we would not have agreed to that and would have probably invested in a new stove at that point. Jason told me that I was "yelling" at him on the phone when they just didn't like what I was saying to them. It's now October and we don't have a stove and according to Jason the factory hasn't even begun repairs. Ridiculous. Do not buy from this company/store. We never will again. read more

This review is in regards to service/parts as I have not made a purchase from them. I will say, having such a hard time sourcing a part, I probably would not buy anything from them. I have a client with a Jotul Acadia gas insert. The control door does not stay up. Simple enough. I have spoke to Melissa several times to get new hinges and she is very rude and condescending. The first time I spoke with her she told me that there was no door. After a frustrating time with her I reached out to Jotul directly. Unfortunately they do not offer support but rather refer you back to the dealer. Luckily they were able to refer me to a regional sales rep (Tim?) and he was able to confirm the problem as he had the same unit. He was unable to order the parts so I reached out to Chimney Sweep again hoping to speak with someone pleasant. Nope, Angry lady again. This time she found the door so that was good. She couldn't find any hinges. Here we go again... I reached out to Tim again but he is on vacation so I spoke with another regional rep (Shannon) and he was very helpful. He knew everything about these units and got me the part numbers. I am now waiting for these to arrive. I can't wait to meet this angry lady in person. Maybe I'll give her some sugar free gummy bears. Overall, this has been an unnecessarily complicated interaction. A consumer trying to make a purchase should not have to call the manufacturer twice and wait for district and regional reps to call back with the right information. This process started before Thanksgiving and it's now Dec 15th. If this is what it takes to order a part, I don't ever want to know what the sales and service side of things is like. Yikes! read more

We purchased a gas fireplace in August and have had nothing but issues with both the sales and service staff. The fireplace has had issues and is not working properly right now, but more concerning are the issues we had with the staff. A special part was supposed to be ordered but fell through the cracks and was ordered 3 weeks late delaying the installation of the fireplace. We were never told that we had to contract separately to have the gas hooked up and then it took another 2-3 weeks to have the final installation performed. With any service scheduled the time window given is a half day and the schedulers refuse to be more specific. read more

We bought a stove from these folks and the stove itself is fine -- but I give Chimney Sweep no credit/demerits for that because they're not the manufacturer. The technicians who came out were nice. However, we've had issues with some parts on the stove not working (temperature probe, tubes inside the fire box etc) and I've had to call the store a few times to troubleshoot. The guys who answer the phone in the service department could not be worse at their jobs. They're rude and condescending and act as though you're bothering them -- SERVICE TECHNICIANS -- by calling to ask questions about servicing a product they sold you. I've not left a Yelp review for any business for years, but after the fourth unpleasant phone call I logged in to leave this negative review because of how unhappy I am with the service. If we could return the stove and buy the same model elsewhere we would just so that we never had to deal with these guys again. If you're considering buying from Chimney Sweep, don't. There are plenty of other places that'll sell you a wood stove and I have to imagine they won't be so unpleasant to deal with (because it's hard to imagine anyone being ruder than these guys.) read more

So it's come to this: I've NEVER had such a terrible customer service experience as the one I'm having with Chimney Sweep Fireplace Shop. We've been trying to get our pellet stove fixed by them since it malfunctioned in November 2015, just one week after we brought our newborn son home from the hospital. This initial problem caused the stove to fill our house with smoke, and we had to call the Barre Fire Department to come. Since that day, we've been continually put off and treated poorly by every single person we've dealt with at Chimney Sweep, except for their service person, Damian. In the eight months that we've tried to resolve this issue, he was the ONLY person to express any remorse or sympathy for the fact that our main heat source was not working during the winter with a baby at home. Finally, they came on April 14 (six months later!!!) to take the stove out and send it back to Hearthstone Stoves. The installers who came to my house were monumentally rude - showed up, yanked the stove out of the wall with no comment whatsoever, blatantly ignored my entirely benign question ("Is there anything you need?" was met with a blank stare and then the guy just turned his back to me), and then left, without even plugging the open hole in the side of my house. Let's keep in mind that it snowed a couple weeks after this... In the interim, we have called every two weeks to check on what's going on with our stove, to once again be treated poorly on the phone and then be told, "Ok, fine, just give me your number and we'll call you back." Guess how many times we were called back. Yeah, none. So we spent this entire winter, OUR FIRST WITH A BABY AT HOME, with $700 of unused pellets just wasting away in our basement, and spent over $1500 on heating oil that we wouldn't have needed if anyone at Chimney Sweep gave a damn about their customers. Their owner's name is Roy L'Esperance, and although I can't tag him here, I hope like hell that I can get this message to him, because he needs to know what a terrible organization he's put his name on. You can bet I'll be posting this as a review on their Facebook page, on the Better Business Bureau website, and I will definitely suggest to anyone I know that they get their stoves and fireplaces ANYWHERE BUT CHIMNEY SWEEP. read more

Terrible service. We were treated like garbage the second we walked in the door. Very rude. Condescending. We went there for a wall thimble. They tried to sell us a whole kit. My fiance informed them that he is also a chimney sweep (unlike them) and all he needed/wanted was a wall thimble. Their attitude took a turn for the worse. The fellas words to us were "that isn't going to happen". And turned away from us basically saying that was done dealing with us. read more

I purchased a very nice Jotul wood stove from these idiots. As long as I was spending money the service was just fine. After I got it home they refused to talk to me even for the simplest questions. Making the door operate properly for example. I will never go back to this lace for ANYTHING. read more

Absolutely terrible service...stay away from this place at all costs! My fiance purchased a very expensive wood stove here last winter...that transaction was ok. However, she also purchased a very expensive ceramic grill this summer and that experience was terrible. They gave her a grill which had a large crack...we saw the crack and returned the grill for replacement ( they did it as a warranty claim vs defective product). After waiting a long time the grill was finally ready for return to us. Once we got the grill back we immediately saw that they ..oops..forgot to install the proper lid spring hardware. We returned the grill yet again, were treated rudely and we decided that the we didn't want to deal with such an inept company...left the grill and requested our money back. We were told the owner would call us to dicuss. He never called which is extremely poor business practice. He should have been on the phone instantly telling us he was sorry and how could he keep our business...nope..not a single peep. read more

We have had bad experience with the store staff with awful customer service. But our annual stove inspection done by Bob and Damien could not have been better. They were on time, efficient, and extremely helpful. read more

Looks like a cute shop, but honestly you should not be allowed to use the words "chimney sweep" in your business name if you do not actually offer that service. Or any service on equipment not purchased there. It's a little outrageous, really. read more

We bought a Hearthstone woodburning stove from them. Salesperson, who actually turned out to be the owner was great. He explained that due to challenges with keeping up with demand there would be a delay of several weeks before we could get it delivered. We arranged for a date for the delivery. Later, at home, I checked on reviews and was surprised to see a number of very poor reviews. I wondered if I had made a mistake in dealing with them. The stove was delivered yesterday, as scheduled, and the two employees were just great. They performed heroics, getting the 500 pound stove safely in the door, across our wide pine floors, and then did a beautiful job setting it up. The configuration was completely different from our old stove, but they came up with a perfect solution, running the pipe in an efficient and aesthetically pleasing manner. I greatly enjoyed talking with them and being allowed to watch over their shoulders as they did the installation. They were both conscientious about wearing masks due to Covid 19. My guess is that folks are more apt to post a review when there is something that goes amiss. read more

I've never written a Yelp review before, but my experience was so bad, I felt the need. I ordered a part for my wood burning fireplace and was told it would take about a week and a half to arrive. After two weeks, I started asking questions and was told it "should be on their truck today". I was also told they look into why there's a delay and that they'd call back. There was no callback. I work in logistics and understand delays, but here we are a month and a half with no part, no explanation other than blaming a distributer that is only one state over. If they cared enough to be proactive, and find out why there's such an egregious delay, I'd be fine. Instead I get cock-and-bull excuses and am no closer to fixing my fireplace then when I called 6 weeks ago. If you want to use a company that actually takes pride in what they do, cares about their customer, or will do anything more than deliver poor excuses for service when a simple call to a distributor would clear up an issue, than use a different company. The Chimney Sweep Fireplace Shop is filled with the laziest and most inept staff that I've ever encountered. read more

Unbelievable. The customer service at this place is the absolute worst. I honestly don't know how they stay in business. We purchased a Hearthstone stove from them a while ago, and have had ups and downs with performance of the stove and service ever since. Today, however, takes the cake. Had a scheduled service appt (had to take the day off from work), and the tech showed bright and early. We've had problems with our stove staying on in this cold. Needless to say, he got the stove running, handed me an invoice, and left. 10 minutes later, the stove goes out. And it won't restart. I call the store, and am told they'll contact the tech. I'm listening to the wind outside, watching the thermostat start to drop. I try everything - and finally get it started when the temp hits 60. Stays lit for 30 minutes, shuts off, and nothing. I call the store, and i am told that now the problem is a gas valve (no mention of this prior at all - not on the invoice, nothing). They have to order it. It'll take 10 days. They'll call me when it comes in so i can take yet another day off. No apologies, no explanations, nothing. Wow. Thanks for all of your help, Chimney Sweep. read more

Not the most helpful staff, depending on who is taking care of you. I just had a question about the gasket around the window on my wood stove and the service guy I was transferred to actually suggested I call up their other location to learn the diameter of the gasket. When I asked if he had that info, he reluctantly tracked it down for me. Then, it turns out that he was mistaken about me not needing pads under the clamps that hold the window in place. They are indeed needed in order to have a snug fit. read more

My parents purchased a gas fireplace a couple of years ago. They had problems from day one. At first we thought my dad was accidentally changing the settings on the remote but he has passed away and we still are having problems. Rarely heats to the temperature that it is set at. A technician has come but the problem was never resolved. Basically we were told that they can't keep coming. We have had a lot of really cold weather and can't seem to get the temperature above 70 ( if we are lucky) and it runs constantly. My 82 year old mother is always freezing. read more

I would give 0 stars if possible. STAY AWAY! We used them to repair our old wood stove, purchased a new stove through them and had them come out to repair said stove that was sold to us broken and they couldn't/wouldn't fix it. The only reason we purchased a new stove from them was they gave us a "deal" on it because the first service tech screwed up so badly. That should have been our warning! The service techs installing the new stove were rude and careless (apparently their "A" team)- installing the stove un-centered on the fireplace. The tech that came out to fix the stove told me the one lever wasn't broken, so I got the manufacturer on the phone while he was there, and the manufacturer confirmed that the lever should never make a screeching noise like nails on a chalkboard and it needs repair or lubrication (with a high temp lubricant). The service tech said, "oh really, well I've never seen a stove that didn't make that noise" and packed up and left. Our old stove was the exact same model as the new stove, and the old stove did not make that binding noise at all. We will be going through the manufacturer to find another authorized dealer for service on this stove. read more

We feel even one star is far too positive a rating. We are very, very disappointed and discouraged with the service of this company. They gave us a bill far exceeding the quote they gave us before taking our stove to their workshop and did not do the work they were intended to do. They also tried to cover up damage they did to the stonework of our stove. Their work is shoddy at best and very likely puts us in danger of a house fire. They are very difficult to contact in person and when we are able to speak with someone in charge they are rude and argumentative. We find them dishonest and would never recommend them to anyone. read more

Do yourself a favor and find somewhere else to buy your stove. If you ever need any kind of service - even the most trivial part replacement - you will be hard-pressed to receive it. The service guys never answer their phone, and if you walk in, they are rude right off the bat. If you have any kind of actual issue, they get downright insulting. It's completely uncalled for and quite surprising. I've never had such a poor customer service experience in Burlington. read more

Good knowledge and selection. Only issue was during install, but other than that was an easy experience.

Poor customer service. Scheduled a propane stove cleanout. No one showed. They told me they scheduled it for a different day and that I was wrong because their system is not hard to use. Left message with store manager. No return call. Left another message. He then left a message and said he thought the matter was resolved. I left another message, apparently he's on vacation a lot. No response since that call 5 weeks ago. Randy is the manager, Christine is my name. Shelburne address allows for snotty business. read more

This business consists of two stores. One in South Burlington, VT and one in Plattsburgh, NY. I have not had any interaction with the one in NY, but I can tell you that the service at the VT store was abysmal. My experience is based on an attempt to get parts and service support for a product that this company sells - a Heartland range. This is an expensive, rather unique looking range built in the UK. It looks cool - a unique retro-look, but apparently, the same people who designed the electrical systems for MG sports cars were employed by Heartland to design this range. The end result - a disaster. The product sucks. The only thing more frustrating than having a product that sucks is not being able to get that product serviced. You would think that if a retail establishment is willing to sell a product that they would support the product as well. Apparently this philosophy is alien to The Chimney Sweep. I tried to arrange service several times for my product. One technician showed up but could not fix the product. When the broiler failed, I decided to purchase the burner from The Chimney Sweep an independent technician install it. Procuring the parts from The Chimney Sweep was an adventure. You walk up to a cluttered desk office in the back of the store with two insolent "sales people" staring at God only knows what on their monitors - likely Angry Birds - and they eventually acknowledge your presence. Eventually, I was able to order the part. When this effort to fix the range failed, I tried once again to get The Chimney Sweep to service the product, which they declined to do. The end result? I installed a propane tank, bought a new KitchenAid product that works pretty well, gave away my Heartland to someone willing to carry it awe for the value of the scrap metal, and pledged never to set foot in "The Chimney Sweep" again. There are a lot of retailers and installers out there. I'd be amazed if you can't find one more qualified than these clowns. read more

A long, dreadful experience. The 2 products we bought at Chimney Sweep about 15 years ago are very good. The most recent customer service experience was nothing short of a nightmare!! The people I spoke with on the phone on several different occasions in the service department are condescending, very, very unaccommodating, and unapologetic! Since it's very difficult for them to pin a time down for service (I can understand this) I asked that the service person call me to let me know when they would be heading to my location. I didn't get a call until he was at the location which made it impossible for me leave work on such short notice at that point, and he could not wait about 15 minutes for me to get there. The next scheduled visit the service man was nice, and knew right away that the fan was shot, but didn't have the part in the van. (I had spoken with the service department at the onset of this problem and told them it was the fan). The part took almost 2 weeks to come in. Now I'm about a month into this problem. The next service person came to install the fan, and after he leaves the gas heater comes on every single time with a gigantic explosion sound!! I have to shut off the heater. I called the service department (Saturday) to say I think it's an emergency, and that I need service right away. I'm very concerned that this is a safety problem. The service guy is once again unapologetic and unconcerned, and informs me I will have to wait the weekend because no one available to take a look and fix the matter. NOT GOOD! read more

I wish I had done my research before going to the Shelburne store. Boy, was Tim L. right, I should have turned around and left when I got a look at the No Service counter. Cluttered, dirty, layers of dust everywhere. Adam, appeared to be helpful but a month later, I have a new opinion. Lousy, misleading and must be on commission. I was led to believe and given a sales receipt indicating my part would be shipped right to me. Even paid for shipping. Two weeks later, I call to see where it is. They said they'd call when it arrived at the store. What? It was shipping to me. They kid said he'd check with Adam and get back to me. No such call back. I called Adam and he was very insolent. Denied he said anything about shipping to me. Said all paperwork says that it ships to the customer. I wanted to talk to his supervisor and he said he had none. Right, the service clerk is the big boss. Their website says the owner is Roy L'Esperance. So, Adam is a liar as well. Will never go there again. read more