The installation of our new WOODSTOVE by CUSTOM HEARTH earlier this year was very smooth and very professionally done. The crew was very friendly and knowilable. We are so pleased and happy to finally have that wood stove we always wanted. It works perfectly and makes our home very comfy on those cold days. Thank you CUSTOM HEARTH! read more

Never conduct a business to this place. This business is all about profit. Before you ask for help clarify if you are going to be paying for the service. We're charged for $168. just for the tech to show how to use the remote. Easy way to make money. read more

Left my info on their website for information and a consultation on a new wood stove. Over a week later and no phone call or email. I guess they don't need any more business. read more

I was disappointed to say the least. initially wanted a new fireplace and paid them on a credit card.It then developed that the fireplace I have needed minor repair and cleanin. I started in July because I wanted the project completed for the winter. The first call was a complete failure.The technician couldn't install new gaskets in door. He took the doors with him back to the shop and cut the wires from the blower fan and took them with him. I can't get replacement wiring and I have no blower. I had to drive to their shop in Goerst to get my doors back after two weeks of being promised to have the doors fixed and delivered! The wiring has to be original to meet code. read more

We had our two fireplaces serviced by Custom Hearth. Randy was the technician. He was extremely professional, knowledgeable, orderly, and took care to keep the work area clean. An extremely courteous and polite individual. The main fireplace was slow to start, Randy cleaned out both gas fireplaces and now they work great! Thank you! read more

Custom Hearth Fireplaces & Stoves - Fireplace Services Near Me - Port Orchard, Washington

My husband and I went to look at pellet stoves today. We visited two pellet stove shops to get pricing and options on what we were looking for. Brayden Meyers was so helpful and gave us all the information that we needed. Because of his amazing customer service, information he was able to provide us, and friendliness of the staff at the store we opted to purchase from Custom Hearth. They have our stove on order and I will do another review once we have our stove installed. So far they have been amazing at communication and friendliness. Just for those reasons alone we will continue to be loyal customers to them. read more

Custom Hearth Fireplaces & Stoves - Brayden's business card. If you need a pellet stove, call him! - Fireplace Services Near Me - Port Orchard, Washington

We've been having Custom Hearth service our propane fireplace for a number of years, and they've always done a great job. However, we had them do an annual service to our fireplace about a week ago and ever since then the fireplace off gases and we are not sure why and we are concerned its carbon monoxide. Something isn't right and we don't want to use it for safety reasons. We've called them several times to try and get someone out to check it and make sure it's safe to use, but have received nothing but excuses, no call backs and the soonest they are saying they can get to us is the middle of November. Given this is a potential safety hazard you would think they would be all over it. I'm sure the last thing they need is a wrongful death lawsuit because of their service work and lack of response. This is not how you take care of your customers. We are scratching Custom Hearth off our list of service providers and will take our business elsewhere. read more

JoAnn (Joie) our sales person at Custom Hearth in Port Orchard was awesome and super friendly to work with throughout all of our phone and email interaction. COVID-19 pushed back our delivery dates several times a but Joie kept us in the loop and updated often. She is very organized and was fun to work with. Very professional too! The install technicians were also very friendly and professional and adhered to COVID rules by wearing their masks. We ordered and received our White Jotul (modern) gas free-standing stove which we absolutely LOVE!! It is not only a beautiful stove but a piece of art we admire everyday. We wish we had room for another one!! Thank you again Joie and staff! read more

Custom Hearth Fireplaces & Stoves - Jotul GF 370 DV II White enamel with Black Starfire embers. - Fireplace Services Near Me - Port Orchard, Washington

We were scheduled for a service person to come out to our home and clean our Lopi stove and they never showed up!!! This is super frustrating when you set aside a time and day to be home and they never even called!!! I just called them and they unapologetically informed me that "they didn't see us on the books at all". That's it, nothing else, no answer for what happened. I spoke to this woman and made this appointment and she told me there would be a service person out between 10-1 pm. So how did I get a date and time from them and not end up on their books is far beyond my comprehension, but she denied seeing us as scheduled for service today. They have lost our business and no recommendations from us for this business! Two thumbs down!!! read more

Joann at Custome Hearth is a bismal. We purchased a wood stove and while in the office trying to complete the deal she seemed u able to schedule an install properly. The ordeal kept us there am extra half an hr. Our stove was Installed, and another piece was needed. That piece came 2 weeks later. Once that was done we called to complete our payment. An hour before this she sent an email to my husband stating that I hadn't "bothered" to call to take care of it. When I brought it to her attention that I wasnt happy about her email she sent back a condescending email apologizing for how I felt! She is completely unprofessional. The installer was great, but the people I. The office are not customer service oriented at all. 3 STARS SAIS IT ALL read more

Here's the deal: We spent over two years renovating and adding to our house where we worked with sub-contractors ranging from dirt workers, ditch diggers, concrete formers, tilers, electrical, plumbing, framers, roofers, gutter installers, shower door installers, etc. The ONE guy... THE ONE GUY that was the MOST miserable to deal with was Phil Marbett, General Manager of the Port Orchard Custom Hearth store. Everything was lovely having our existing masonry fireplace measured by the owner to determine which gas insert size we could accommodate and then with the salesperson that set us up through the Poulsbo store. It all went sour when having to work with Phil for scheduling install and when trying to ask questions to convey info to our GC for the right fit and finish. The guy would become audibly enraged in no time flat and is basically toxic to deal with. If you order from Custom Hearth you will have to go through Phil, an experience best avoided by any an all. read more

The salesman from the manufacturer never visited the site, never. He told us on the telephone to remove the top and front of the unit to see if it would help the situation, it did help some ,not all. However to burn a gas stove unit without all the elements in place wasn't recommended by the local fire department or the gas company, neither one advice to practice that. The technician that they sent on the 23rd did apologized for the toxic fumes and acrid smell, and proceeded to tell us that the employee that usually does vent those units was on vacation during the thanksgiving holidays and that our stove most likely didn't get thru the warehouse burning fumes process as others do before installation. He further explained to us the process that it goes thru and said that ours obviously missed that process. Several witnesses were there and listen to Mark explaining the process. And yes we did evacuate and left all windows open in the house as the fumes and odors got worst. We never heard from the owner After I text and he promised it will get fix that following Monday. ( have text still on my phone). Never happened, and never heard from him after that ,until January 11th , ( got that on my phone too) ,mind you the installation was December 22nd,2020.. And the only reason he called was due to the fact that we stopped the last payment on the unit. He threatened us with not honoring the guarantee, we resumed the last payment and guess what !!!! Never heard from him after that either, until we wrote the review about the ordeal, which bring us to February 23, So he can twist it anyway he wishes but those are the facts. AND BY THE WAY WHEN HE SAW THE REVIEW, HE WROTE US AN EMAIL, THREATENING US TO NOT HONOR THE WARRANTY IF WE DID NOT TAKE THAT REVIEW DOWN. What else is new ? that he threatens when you let him know that is not ok to treat customers that way. Check further he has other very bad reviews. Several one star, like we said if we could give him a minus 5 we would. And NO his business never resolved the problem. NEVER read more

Randy was on time, courteous, and efficient/thorough with my gas insert maintenance. When he completed the maintenance the fireplace insert looked brand new after 14 years of neglect. read more

it gets worse. I get a message from the manager Phil asking me to call. I call, voice mail, (business hours again) leave a message. Four days later, Phil calls, ( unaware that I have called) asking if my review is fair. I say, given that the problem continues, obviously, yes. He takes no responsibility for customer service , AND threatens to cancel my appt. I suggest I will note that on yelp, he says consider it cancelled. Maybe the work is good.. if you ever get it? but the customear service sucks. if you cant even answer the phone???? oh, Phil, in search of a new installer I have let 3 companies know that your company is impossible to reach, so they won't be referring to you. so far, 3 ... you really want to fix your phone problem. read more

Stay away! Brad at port orchard location non responsive. Field measure tech is new , and operations team poor customer service. Go anywhere but here for your woodstove or fireplace needs . read more

Randy and Mark came by from custom hearth to install our stove. They were very friendly knowledgeable and professional. They answered all our questions and we highly recommend anybody that wants a wood-burning stove or fireplace to go to custom hearth. They were very good at keeping us informed during the coronavirus shut down as well.and although we had to wait during the coronavirus and they were very quick to come to our house as soon as that closure was over. They're also very reasonable priced. read more

I had to leave a star. Wouldn't let me leave less otherwise I would have. Quick lowdown. Product: garbage. Customer service: garbage. Spent $3,000 on "top of the line" pellet stove. Extremely disappointed. Had it serviced in March of 18. Had to replace the auger. Ran it 3-4 times before shutting down for the summer. Long story short, cold house and no warranty. We would have to pay them to come out again and diagnose the problem (auger not working). Needless to say go across the highway to Heritage Fireplace. Outstanding product and customer service. They even gave us a name of a guy who works on pellet stoves who is super cool and doesn't charge out the wazzu! read more

Joei and the team were very knowledgeable about the product line and installation process. All steps from pre-inspection to installation went very smoothly. The team Mark & Aaron that completed the installation were friendly efficient and clean. My radiant plus gas insert is beautiful and is very easy to use. Thanks to everyone at Custom Hearth, proud to be part of the family. read more

Custom Hearth Fireplaces & Stoves - Fireplace Services Near Me - Port Orchard, Washington

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Hello, I'm not sure where to begin & my message could be very long for people to read or really care. In short I would not recommend Custom Hearth for anything. They have poor custom service, they lack attention to detail, & their lead times are ridiculous. It took them a good 6 weeks to make and deliver an L-Shape BBQ & gas fire pit. Remind you this is just the frame. Not the countertops or rock work along the sides. I would understand 5-7 weeks with all that work, but just the frame? There is no urgency on their part to resolve an upset customer. Please look at someone else for your backyard projects. Thanks read more

Let me start off by saying that so far we really like the look of the unit and the installers did a great job. Here's the "but." I went in and purchased a unit from Ken. After paying $6000 for the fireplace, he forgot to order it. It was supposed to come in around the end of August but instead it was closer to the middle of September.This cost me a fortune in extra time for the contractor and rescheduling everything and trip charges. When I said something to the guy, he had that "Oh well!" attitude like it was no big deal. On top of everything, and I understand that sometimes there are cost overruns that you can't predict, they send me a bill for an extra $220 dollars. The guy could have easily waved that extra money for all the money that they have cost us. I will never do any business with that company again. If you ever have the notion to shop there, I just ask that you go in and talk to them for five minutes. They will treat you like they don't care if they have your business from start to finish. Again, I want to state that the installers were great. I feel bad that they have to work for such a terrible company. Ken, if I had the time I'd tell you to come get this fireplace just so I wouldn't have given you my business. UPDATED: 1 star to 4 stars- I was contacted by the GM and he was very professional and friendly. He apologized for the communication between his sales team and myself. He also waved the $220 because it cost me money for the delay. Again, with me good customer service goes a long way and I'm gracious to get it. read more

Scroll down and find Aric's post and it matches my sentiments exactly! I won't bore everyone with all the details but if you can possibly purchase a stove, service your stove or deal with anyone other than this company's GM Phil do yourself a favor and take your business elsewhere. Used to be a good company what a shame. read more

Stay away! I wanted to ask a single question concerning the gas stove that they installed and serviced for the previous owner. They refused to answer the question without dispatching a Tech for a minimum charge of $250 for one-half hour. I explained that I am a Service Manager and answer customer questions on a weekly basis to get customers up and running - comment did not phase them. Secondly, I had called earlier in the week to purchase a common Thermocouple for the stove - I was told it was a special order and $71 - I purchase the identical replacement on Amazon for $8 - need I say more Kevin I. read more

I stopped in at their store, talked to a sales person and made an appointment (in 3 weeks, the first appointment they had) for someone to come to my house and estimate the job. I wanted to install gas logs in my wood-burning fireplace. They even gave me an appointment card. Waited all afternoon the day of the appointment. They never showed up and have never called. Wasted 3 weeks and went to their competitor. read more

I purchased a Travis wood stove from custom hearth in August 2018 and it has been an absolute nightmare! first we were overcharged $600 dollars then the installers never showed up to install the stove. 15 minutes after our appt I called the co and the women informed me that they could not find my house and had redirected the crew onto a new job. I asked why she had not called and she said she called my husbands number and got no response, well he was underway and my husband had told the Phil that he would be and the point of contact should be me his wife they had my number on file and did not call me. Then they could not get me give an appt for another 2 weeks, so installers get here and cannot install the stove I am informed they need a speciality part ordered I will be waiting another 2 weeks minimum. Alright at this time am annoyed! but still patient. stove gets installed a month later. is this story over? Nope.... I start my new Travis wood stove and its beautiful until all the smoke refuses to leave the chimney and is billowing out of every orfice that it can. I call and leave a message with receptionist she tells me I will be called back that day ...I wasn't... I called the next day ask for the manager Phil and ask why I wasn't called back the receptionist says she was just about to and tells me the owner gave her instructions to walk me through how to use the chimney.. So I get a tutorial over the phone and I asked her why they will not send out a repair man? well it is usually people who don't know how to use the Chimney right... I ask for Phil to return my phone call she says he will later that day. He dose not... I am passed annoyed now and am fuming but still patient. That night I follow her tutorial and the same thing happens smoke everywhere and I videotape it. I call the next day.. I ask for the manager by name the reception now knows me by my voice and tells me he went on vacation! Patience is gone and I lose it on this lady who promptly gives me his cell phone number I call and send video of the chimney. I finally get a chimney installer back to my house the one who installed it in fact he goes up on my roof and discovered that when he was here last he had stuffed the chimney pipe to prevent water from getting in and had never removed it.. nor had he put a chimney topper on but he does not have one and once again will have to come back to my house to put it on... it is November 27th I still have no chimney topper... this started in August and the job is still not finished!! Do I recommend this company ? No. I do not. read more

The only reason I feel like one star is applicable is because the nice technician (James) that came out to my house to was the only redeeming person that I dealt with at this company. First it took a week and a half for them to get a new firepot for my pellet stove that was still under warranty. The woman who schedules service tried to get me to pick up the firepot and install it myself instead of having it installed by them. I had to call her back and ask "If you guys installed my pellet stove and its still under warranty, why wouldn't you guys install the firepot?" she was very snotty in reply and said "Yeah I guess we can." Really?! You guess you can? The firepot came in and she called me and asked when I would like the tech to come out. I said how about noon? She said "ok, noon it is." At 12:15 I called the shop and asked where the tech was. She said (again in a snotty tone) "I said around noon, not at noon." Talk about lack of customer service skills. I didn't get a call until 1:15 from their tech telling me he would be there in 15 mins. The tech showed up and did a nice job. Their prices for cleaning your pellet stove are exorbitant ($300.00) and they don't even replace the gasket on the door (that's an extra $75.00) and you have to bring the door into the shop. Again...really?! I had a pellet stove in my former house in Skagit County and had Barron Heating take care of service and maintenance. They perform a cleaning and maintenance for $200.00 AND take care of the gasket in the door as part of the service. The people in the office need to go to a customer service skills class and learn how to treat their customers with courtesy and respect. The tech who came here needs a promotion cause he had customer service skills down pat. I called around and found a new place to perform my maintenance in the future. I will not be coming back to Custom Hearth for anything in the future. I am normally not someone who writes bad reviews, but I felt like I was treated very poorly and being without a pellet stove for almost 2 weeks in the winter just because they didn't want to pay for overnight shipping was super, super lame. read more

I give this company ZERO stars. I would never use, recommend or tell anyone to use Custom Hearth. I bought TWO stoves from them and it was a NIGHTMARE from the start. Horrible customer service, Horrible installation crew, and to top it all off, installed all the venting and piping wrong and for three years I have been wasting money on heating the outside thanks to their inability to know how to install propane stoves and piping. BEWARE!!!! You WILL be sorry if you use this company read more

Great experience. Loved that they offer an environmentally friendly wood burning insert w significantly lower emissions. Rebecca's follow up is excellent! read more

Needed emergency service. The service was amazing and quick, not only did they need to fix another companies mistake they charged a very reasonable price. Honest company that I will be using for all my future needs. read more

This is a preliminary review, as our job is not yet complete. My husband called Custom to have our gas fireplace looked at. James was the technician and he was so professional, polite, and knowledgeable. He has taken care of getting our stove fixed and it is still under warranty! My husband and I are very appreciative, James! read more

I found them very difficult to work with . Seems like every time i spoke with them they had a different quote , a different installation date . One person came to ascertain that we had an adequate situation. We were replacing a stove and already had everything in place . We got his okay but we still had more people come to approve our stove pipe . We were told that was because they were extremely safety conscious . The second group gave their okay and we got an installation date . But when they showed up to install they suddenly claimed we had single wall pipe and they'd go fetch some come double wall pipe . We had double wall pipe . Alternatively they could move it a few inches , neglecting the fact there would be no joists to anchor it to. I'm not feeling like I want them to install it at all so I get a friend to do that . They had to make another trip to bring the stove back . The original quote for delivery and installation was $700. However we had to pay the full $700 despite the fact that we were doing the installation. Won't be using them again, that's for sure read more

Our experience has been excellent so far! Phil talked to me about options and took time to explain various features and efficiencies. I left confident that our project is in good hands and will be completed promptly and professionally. Thank you! read more

We scheduled an appointment 2 months ago for them to come out to inspect and clean our chimney and wood burning fire place. Corey showed up and was polite, professional and knowledgeable, but unprepared to actually do to job. He wasn't able to access our roof or chimney because he needed a larger ladder and said everything looked good from the ground, but he took pictures and would discuss with his GM how to proceed. We have a tall metal roof. When he left he said that since he had come today, we wouldn't have to wait months again for another appointment. 2 hours later he called and said his GM won't allow him get us on the schedule until NEXT SUMMER. The job that we had expected would be done today, now can't be complete for another 7-8 months??!! AFTER winter. Corey was apologetic and did recommend one of his buddies elsewhere. But this is bad business practice for sure - We had hopes that they'd inspect and clean our chimney and that we'd have a good experience because we were planning on using them to purchase and install a new fireplace in our basement as well as discuss future plans for our outdoor living space. But because they aren't willing to do the work - we aren't willing to work with them at all. read more

Came to store a few times to look and compare pellet stoves, staff there was very nice and walked us through all the different models. I was told delivery was free for so many miles and then its $ per miles. After I paid and signed for, they told me they can't deliver it because it was too far for the driver and they would not do the $ per miles. Couple months after installation, the circuit board on the fireplace went out and needed service. I called them up and they refused to help because I was outside of their service area even though the fireplace came with a 1-year warrenty. I was told to call my local distributors for a service man. My wife called them up and had a talking with the manager, they gave us the phone number to the company that makes the stove. The company said the retailers are responsible for repair, none the less they understood us and was able to get a service man to come and fix the pellet stove. The staff WAS nice until I handed money over for my purchase. My pellet stove broke down twice in 5 months, both electrical problems. I DO NOT RECOMEND THIS PLACE TO ANYBODY, I see other people with similar problems with this store read more

Knowledgeable, helpful, professional, reliable. Happy to highly recommend.

Purchased a beautiful enamel Jotul 3. Purchased as family xmas present. To my surprise when we opened it up it was damaged. The enamel finish has small chips where the door has been closed in the locked position. There are more chips where the front shelf attaches to the stove. This is a poor design by Jotul. I've reached out to store but my calls have not been returned. I feel that I received a store demo unit. read more

I purchased 3 Gas inserts from Custom Hearth over 10 years ago. They came by and did complete maintenance for me on 2/15/16. The technician was knowledgeable, worked efficiently and cleaned up perfectly. I have been happy with these folks for over 10 years. I recommend that anyone buying or needing maintenance on propane/gas or wood stoves try them. read more