We decided to replace our wood burning stove fireplace insert with a gas burning fireplace insert. We went to three different retailers and ended up buying from Heath & Home because they seemed the most knowledgeable and because a good friend purchased two gas burning inserts from H&H a few years ago and was very happy with the results. When we ordered the insert on September 13, the owner (Brian) told us that he had just purchased the store (he previously was a rep for Regency Stoves and had operated a smaller retail fireplace store in another location, where he had good reviews). Brian was very knowledge about all brands of inserts (not just the ones he currently sells) and was able to answer all of our questions. Installation was scheduled October 9. On October 8 H&H called us to say that they had received the wrong surround and trim (i.e. not the one we ordered) and offered the option of rescheduling the install (several weeks out) or installing the insert and then coming back to install the correct surround when they received it from the manufacturer. Since they said we could use the stove without the surround (it just isn't pretty). we decided to keep the original install date. The installers arrived on time and did a good job with the installation. Less than a week later H&H called and said they had the correct surround and would install it two days later. Again, they arrived when expected, installed the surround and trim piece and were on their way. The new H&H owner seems a little overwhelmed with taking over a larger business but he is very knowledgeable about the products and they followed through on all of the commitments they made to us. The gas fireplace insert is working well and is a delight! read more

Hearth & Home - New gas fireplace insert with surround (black) and trim (silver). - Home & Garden Near Me - East Syracuse, New York

We have a beautiful jotul 300 stove! Not only are the folks @ Hearth and Home awesome: they service their products if you have any difficulties. 5 star service ALL the way around! THANKS read more

Sad to say that my gas fireplace singed (unsightly) the side of my home and is inoperable at this time...3 weeks ago I called for service and was told the earliest date would be December 5. Since then National Grid at my home for a gas leak and when I called Hearth and Home they refused to expedite service, saying simply that National Grid would turn the gas off and they would service unit on December 5 as they previously indicated. Tomorrow is December 5 and can't wait to determine nature of the problem. In past have had logs that were burning that had to be replaced. House singed and glass pane of fireplace completely black. I have fireplace service annually and don't understand what occurred or why this matter could not have been resolved in a more timely manner. Thanksgiving came and now gone and no warm ambiance from fireplace. December 5-service engineer here to fix my gas fireplace which has been inoperable for 3-4 weeks. Fireplace glass sooty and unable to see logs, chimney unit outside blackened and the side of my residence spot stained and unsightly. Today at N/C Hearth and Homes had engineer come to my home; clean the interior fire place and glass pane. He could not give any explanation for the shut down except that problems "probably" caused by incomplete combustion from a gas leak that became apparent 2 weeks AFTER the unit shutdown. There were no burnt logs or any parts that needed to be replaced, however the chimney unit is scorched and singed w/soot as is the side of my home. Soot stain is unsightly as is the unit which the company does not offer to replace...if soot is built up in the unit and company cleans why wouldn't they also replace the unsightly unit on the exterior of my home...I'm aghast at the poor quality of the external unit and the dismal outcome. read more

DO NOT GO TO HEARTH & HOME SYRACUSE. Saw info commercial Sunday night 04/13/2014 they were talking about how they have the largest selection, very knowledgeable staff, and excellent customer service. I am buying a house, and looking for wood-pellet insert. I went into the store on 04/14/2014 and they must have been testing the fire alam. It went off within less then a foot away from my ear as I walked in I swear it almost blew out my ear drum. I let out a loud "OUCH" coveted my ear and walked around the store holding my ear. Two people sitting at the front desk saw what happened. The guy got up and walked in the back eventually the women walked up to me, and said "can I help you." Not a single "are you ok? Your holding your ear I saw what happened do you need help? Not even a simple I'm sorry about the extremely loud alarm. I'm glad a baby or kid didn't come in they would have lost complete hearing. Wish I could have given it no stars, but site would not let me. Then so much for the large selection they have just one wood-pellet insert. When I asked about it the (extremely knowledgeable staff) just looked at me kept saying "hmmmm & I don't really know." When I said never mind I think i will go some where else the girl just said "um ok, bye." REALLY ? If I ever had a customer say that to me I would have said "hold on a will get a co-worker that can answer your questions," and that would have been after I apologized for the alam blowing out the customers ear as he is holding it. I really wish I had checked this app first. If I had I would have seen the bad review and avoided the place. read more

I came here to shop around to have my two wood-burning fireplaces converted to gas inserts. They were extremely helpful in asking questions to address my needs and concerns. When I thought I had figured out what I wanted, they were honest when they came out to my house to do measurements and price everything out; telling me that the insert wouldn't work and to downgrade to the logs instead. It wasn't entirely what I was hoping to get, but they stressed safety over the sale, and also saving my 80" TV from the heat since they weren't originally aware it was directly above the fireplace. I have them coming to install on the 7th and am looking forward to it! Will update once it's all finished!! read more

I'm very disappointed in the service I received today. I called to get a price on a gas insert that I viewed online for a home I am purchasing. Unfortunately for me, I'm trying to do a renovation quote without all the needed specs for the home for many reasons unknown to the Employee on the other end. His responses were short and he seemed annoyed that I didn't know as much as he did on the products I was calling for. I was left feeling rushed and insulted. Unfortunately for Hearth and Home, I will not be including them in my $50,000+ renovation project, nor will I ever consider them in the future nor refer anyone to them. Customer service is key and phone manners are just basic courtesy! read more