My husband and I ordered a ventless gas fireplace last winter. It worked really well. One day a couple of months ago, our fireplace would not ignite. We called Eric at Hearth & Patio. He had me email the details of what was happening. He called in my warranty information, ordered the parts that were needed and had Randy out quickly to repair the components. Our fireplace is now working great! During this whole process, Eric and Randy were beyond professional and were always extremely responsive. We cannot thank them enough for getting our fireplace working again! read more

Hearth And Patio - Fireplace Services Near Me - Knoxville, Tennessee

Worst customer service. We have installed our fireplace insert on 7/3 and found that there was a missing part. Called Hearth and Patio in Knoxville TN, the guy named Brad promised to call back for updates but to this day 9/23, we have not received the parts and have never been able to try out the fireplace. We have called several times and we are promised with updates every time, then we are told that the parts was shipped but went missing. Shipped again but don't know where it went. "I will call you when we have updates" and he never did. It has been always us reaching out after waiting for weeks. We paid about $7,000 including installation and this is the level of customer service we received. read more

Perhaps things have changed with the passage of time but we've had an outstanding experience thus far with Hearth and Patio. This is the third time in 25 years of living in the Knoxville area that a vendor has cautioned that I was spending money unnecessarily. I was getting quotes to replace a fireplace since the chase itself was being replaced. Market testing and online research made it easy to identify proposals which were not feasible or as much as 50% above current market pricing. Eric and team were the only ones who asked why I wanted to replace a perfectly good existing fireplace. A little steel wool and high temperature paint is all they suggested. They also identified a potential fire risk hidden during original construction by the current chase. We received a mentoring on some low cost DIY safety modifications. More feedback in the future after the fireplace glass doors we purchased are installed. We purchased much more attractive and robust doors from Eric for pricing comparable to what others quoted as part of an unnecessary fireplace replacement. Final comment on the review below about waiting months for a replacement part; many customers are having similar experiences at car dealerships. After 37 years of dealing with supply chain issues in automotive manufacturing I can attest it may well be beyond the vendors control in today's world. Frustrating but a fact of life these days. read more

Always great customer service and great selection of products. Our go to for patio furniture, Big Green Egg, and grilling accessories.

Had a problem with my pilot light staying lit. I contacted Eric and sent him some photos of my pilot light, he told me to buy some compressed air and clean it out. It worked ! I'm sure he could have came out and charged me a lot of money but instead he walked me through it on the phone! Eric gets 5 stars in my book ! read more

I ordered a dark mahogany mantle for my fireplace, from a catalog they showed me at the store on 9347 Kingston Pike, Knoxville, TN 37922. The picture in the catalog clearly showed the mantle to be of the shade Mahogany (Espresso). When I picked the mantle up from Hearth & Patio and got it home to install it on my fireplace, the mantle was a completely different color than what I ordered. The mantle was the Mahogany (Mission Cherry) color. I notified customer assistant, Brad about the color discerption and told him the mantle color was incorrect, and I wanted to return it for a refund. Brad contacted the vendor that the mantle was ordered from. After several days of delay, I called Hearth & Patio again and spoke to store manager, Eric. I told Eric I want to return the mantle for a full refund. Eric, immediately became defensive and started speaking aggressive towards me about wanting a complete refund. In short Eric, was very disrespectful and very rude to me over the phone .... he was a complete jerk. Hearth & Patio's manager wanted me to pay a restocking fee and told me I should have known that the picture in the catalog, of the mantle, might not match the product that I ordered. I told him to rip the page out of the catalog, if the description doesn't match the product, and how could i have known that what you order might not be what you get. I spent $6,000 at Hearth & Patio and was spoken to like a dog from their manager, Eric. NEVER AGAIN, will I spend another dollar there! read more

Products are great! Unfortunately the people who work are edgy. They forgot how to talk nice.

Great customer service. I called to schedule a service appointment but after I explained my issue I was given instructions over the phone and able to fix my gas log problem without a service charge. Thanks for taking the time to help me. read more

We came in looking for grilling solutions and Chris Oakley introduced himself. Chris is extremely knowledgeable concerning the grills. Especially the Big Green Egg. We had an extensive conversation about the BGE and how to properly use the grill and to smoke with it. Chris is a great sales representative and we will do Buisness with him when we finish the outside upgrades to our home read more

The way they took care of us brought customer service to a whole new level. We are enjoying our new fire pit so much. Thanks again!

Jumped in to get a bag of BGE charcoal and a couple things. Nobody there to help. Saw that most things are really over priced. Will not be back. read more

Moved into a new home and our gas fireplace would not work. Spoke to several people who said we would have to purchase a whole new unit or have new gas line etc. After seeing the showplace of Hearth and Patio, this would be the place we would want to purchase a new fireplace if it was needed. My husband talked to David Wright and scheduled him to come to our home to check the unit to see if we needed repairs or a whole new unit. He could have taken advantage of our ignorance, and sold us a new unit. But he did not. He cleaned out the fireplace cleaned up the logs, explained to us about each step and what was needed. Within 40 minutes of his arrival, we had our first fire. Housecall parts and cleaning all under $100! We are very pleased and will highly recommend Brian and the staff of Hearth and Patio. read more

Absolutely the best. Couldn't ask for better service. Thanks Brad and Chris!

(I originally posted this review on Hearth and Patio's website last week, and it appeared there for only a few days before it was removed...this is a copy of what I reposted today, 12-21-16.) Grab a cup of coffee because you will want to read this twice before doing business with Hearth and Patio! I only gave them one star because that was the lowest rating...The Saturday after Thanksgiving we purchased a set of Hargrove radiant propane logs for just over $1200.The salesman said they only had a "couple of sets left in the back" and could install on the following Tuesday, 11-29. When no one showed up on the 29th, I called the store and they told me they had forgotten to put me on Chris' schedule, but that they could install on Thursday, 12-1. On Thursday, Chris called and told me that they didn't have the exact logs that I needed in stock, and had ordered them from their distributor, and would install on Monday, 12-5. Then I got another call that FedEx had not picked up the order at the distributor. On 12-5 Chris called and said that only the logs had arrived and that the burner grate was being sent asap and could be installed Wednesday, 12-7. On 12-7, Matt called and said that FedEx had tried to deliver before they opened and did not leave the package. Install was moved to 12-8, and on 12-8, Matt said that FedEx had shown that they refused delivery and returned the package to North Carolina, but that install could happen on Monday, 12-12 and that he would do the install after he left work. On Friday, 12-9, Chris called, and I mentioned the 12-12 install. He told me that he would not be able to get to it until later in the week, that Matt had "other appointments" and would not do it 12-12, and that he (Chris) only had custody of his child every other weekend and it would be inconvenient to do it on Saturday. Matt had told me on another occasion that an install date would interfere with his wife's holiday practice because he was supposed to watch the kids. People who know me would say that I am probably the most patient person you will ever meet...even Matt and Chris told me in every conversation how much they appreciated my patience and understanding...right up until the last two conversations that I had with them on 12-8 and 12-9. At that point it was as if they were intentionally trying to get me to cancel the order. They would comment about how much money it had cost them to have my install rescheduled so many times and then not be able to do it, and how much money they were losing out on. No apologies for the six days that I had shuffled my own schedule around to be available for the installation. Both of them would say that it would be fine if I just cancelled the order, even though I explained to them that I was trying to meet a deadline, and I was now in the position of having to just hold out til the rest of the pieces arrived. I finally lost my temper during the last phone call on 12-9 and cancelled because even though I had paid for the logs they would not have them shipped directly to my home to avoid any future delivery problems. After I cancelled, I called the Hargrove Company's main headquarters to get the names of any other retailers in the East TN area, and guess what they told me? There are NO RETAILERS in East TN. HEARTH AND PATIO IS NOT ON THEIR LIST OF TN RETAILERS... 1 read more