It seems like I'm one of many that they can't seem to be bothered to service lately. Our fireplace wasn't functional at move-in on Dec 17th so we were promised someone would come out and fix it. While we were out of town, I suddenly get a call that someone was heading there with no prior notifications... Well, that's a shame we were out of town, because since then I've called multiple times (don't bother, they're always "on the phone with other callers") and texted as well. I have heard nothing back, like so many others on here. I'll continue to call and maybe one day they'll stand by their product and come out and fix it. read more

Evidently the sales team doesn't return calls. Horrible service. I was told to call the salesperson twice even though I had left my contact info and what I wanted done. There is a big difference between selling and shooting fish in a barrel. Look elsewhere, I know I am. read more

I just spoke to these people about a problem we have with our fireplace. We moved into our brand new house in the palisades 2 1/2 years ago and haven't had any problems with the fireplace until now. They quoted me $ 289.00 per visit plus parts if needed. I'm ok with service calls because things happen. I'm ok paying for a service calls, although this is a brand new house and hasn't been used that often. When I spoke to the rep about the extreme cost she said she couldn't do anything about it because it's a corporate policy. She was very polite during the conversation but regardless I ask to speak to a manager so she gave me the managers #. When I called the Mgr she said the same thing and added that they have to cover the wages of their employees plus training , this should be part of their overhead. These units sell to the public for around $3500 or so, the builder probably buys them for half of that. The mgr also mentions that they should be serviced every 1 1/2 at the same rate plus parts. So you pay a lot of money for the house with a gas fireplace that doesn't even supply heat and you have to have it service every 1 1/2 years at $289 plus parts. In 10 years that ends up being almost $900 plus parts. I pretty sure in the long run it will be less expensive to buy a different brand and replace the existing! read more

I had a maintenance appointment on 10/3/19. I was given a block 1-5pm. No one came and I did not even receive a call. I called in the morning to confirm the appointment. I called again at 4:30pm to get an update on the schedule and the office was closed. The day after this appointment, I called the office and was told the appointment was cancelled because of a computer glitch. WHAT?!? read more

We have called this business 44 times to have installation completed on three fireplaces. That should tell you all you need to know.

I agree 100% with the previous reviews is so many ways. I waited 3 weeks for my scheduled appointment (to install a blower...don't even get me started on the blower issue). My appointment was today. No one from Fireside Hearth & Home called or showed up. I called customer service and SHOCKER I was never placed on their calendar for service. I asked for a call back from a manager. Let's see if that ever happens. Unfortunately for me, I'm stuck with them as this is a builder warranty issue. DO NOT RECOMMEND. Run the other direction as if a rabid animal is chasing you!! read more

Worst excuse for customer service and response that I've experienced for years. Makes dealing with AT&T Wireless a pleasure. FInd another provider for your home fireplace. read more

Would give ZERO stars if I could. The pilot light on my fireplace needed replacement and I called Fireside Hearth and Home for a repair in early December. The technician (who was very nice) arrived on December 8th. He told me that the part needed to be ordered since it wasn't a Heatilator fireplace, and said it would likely arrive after Christmas. I cut him a check for the amount of the visit plus the amount of the part ($306.75). I never received a call back to do the install as promised, so I called in early January to get the install scheduled. An appointment was finally made, but then had to be rescheduled due to COVID. The check for the full amount of the service was cashed by Fireside on January 7, 2021. A new appointment for the install was then scheduled for Feb 3rd. The technician came and we were then told that the wrong part was ordered. We were told that we would be called when the right part was received. Radio silence. I called and left multiple voicemails (during business hours) and me ver received a call back. On February 12, I received a voicemail from a technician stating that he would be at my home for the install at 1 pm. I was in Tennessee on vacation. I called him back and told him that date and time was never confirmed and that I was out of town, and he apologized, noting that they were having issues with their call center. I told him that I would call back when I got home from TN. On Tuesday, Feb 16th, I called the technician directly on his cell, and he told me that I had to call the call center to schedule an appointment. I immediately called the call center. A gentleman answered, and I gave him my name and address, and he told me that the computer system noted that my install was completed on Feb. 12 - the day I was in Tennessee. I told him that was not the case, and he told me that he would email the Charlotte regional technician and he would call me back. Radio silence again. Today (Feb 19th) I get a text message asking me to send them a review. I will never recommend this company to anyone, and will likely consult an attorney if I do not get a call first thing next week. read more

Total agreement with John M. Sorriest excuse for customer service I think I've ever had. While they keep tons of my exact fireplace in stock, it somehow took nearly a week from order date to being able to pick it up - FROM THE WAREHOUSE 10 STEPS FROM THE GUY TAKING THE ORDER! Had to gave the metal cap customized, and gave them the exact specs. They called 2-3 days later saying they had to have it customized...WHICH WAS THE WHOLE POINT OF SENDING IT FOR CUSTOMIZATION! Then, the cap would be ready on a Monday. Called on Monday, said it now wouldn't be ready until Thursday. Called on Thursday, they "couldn't figure out if it was ready but would call back." Never called back. Tried to call on Friday, they were closed. Please, people - buy your fireplace elsewhere. There are other, similar bad reviews on other sites. They deserve to be out of business. read more

Stay away from this business. We had a nightmare experience with our fireplace install. Very sloppy work and arrogant attitudes by salesman and manager. Once you give them your money, you're at they're mercy. Check BBB and read their other reviews here. read more

What a pathetic service. I have raised a complaint about my fireplace issue in January and technician came in feb and said some part were gone. Till now I have made couple of calls and they don't know what to do next. They just say their system is down and we will call you later and I never get back any call. I had to go with these guys as my Builder has agreement with these guys. I am not going with these guys after I am donw with my warranty that Builder gave read more

Wow. Worst customer service I've ever had. Worse than the airlines. Rude, rude and rude.

After purchasing our new construction home recently, we were very excited to try out the new gas log fireplace. Imagine our disappointment when we found out that the installers had never hooked up the electricity to the fireplace! Have to have electricity to turn it on! What a joke their customer service is! When I called Fireside about this the person on the phone was just rude! I was informed they would work me into their schedule. WHAT!?! You people neglected to hook the fireplace up correctly in a new home and I have to wait for you to correct this error at your convenience? If you are buying a new home in NC run if these people have installed your fireplace! All in all I would have to say that this was my worst customer service experience ever! read more