Service has been terrible! First technician that came out to replace a light bulb in our gas fireplace said he couldn't repair it because he didn't have the bulb even though we clearly made the appointment specifically for a light and he still charged us a service call. Said they would call when the part was in but never did. Heard later that he was terminated. Finally got a bulb ordered and in after we followed up. Tech canceled the appointment we had made a week in advance and then never called or texted to confirm until I texted him the day of the second appointment. He was to arrive between 4 and 6. At 5:55 he texted to say he was running late and it would be about 7:30 so I told him to text me when he was ready to come here. At 8:55 pm he finally texted to say he was on his way, I told him not to bother. I would seriously caution against buying a fireplace from this company. read more

I purchased a home in May 2023. A previous prospective buyer had already paid for an inspection of the two story fireplace. Icon Hearth and Home provided a work estimate of $695 to get the fireplace in working condition. After moving into the home I called Icon H&H to complete the work. They had no record of their estimate and told me they would look for it and call me back. I ended up forwarding the original estimate to them. Upon receipt of the estimate they said they would get back to me. They never did and I called them 3 times and then the man told me "that they do not do the work and he gave me a phone number" to call to sub-contract the job??? CRAZY! I had to pay $159 to have Gold Country Roofing tell me that the job would be $3,000. Are you kidding me? I called my realtor Eric Hatch and he is getting involved. DO NOT PURCHASE ANYTHING FROM THIS COMPANY OR YOU WILL BE VERY SORRY. read more

I visited their store in need of a solution for a zero clearance fireplace insert that would be EPA compliant, and actually work. Neil was very knowledgeable and led me to the purchase of a Hearthstone WPF-75. 6 month delay from factory was communicated up front. Stove arrived, installation was in a timely manner by Porfirio, and done to perfection. Fireplace has performed flawlessly and has performed above my expectations. Thank you Neil and Porfirio, the best! read more

These guys are great! We bought a new wood burning stove from them, which not only was a tricky install, but as it turns out, had a defect in manufacturing too. Icon H&H worked so hard at making the stove work right. They came out on 3 different occasions, and they grilled the manufacturer many times to get to the bottom of the manufacturing issue, staying in touch with me every step of the way. In the end, the wood stove works great. I couldn't be happier with the stove and the service I got. read more

Icon Hearth & Home - New wood burning stove, working great! - Appliances Near Me - Auburn, California

This place is great! They came and fixed my very old fireplace, it hasn't worked this good in years! The technician's name is B, he is very knowledgeable and does a fantastic job. The pricing was very reasonable, I didn't have any issues setting up my appointment and they came out within a couple of days. B you're the best, hardworking and dependable! You deserve more than this review!! Thank you!! read more

I was looking to replace our propane gas stove and asked for a quote from Icon......when the technician came out for the site inspection, he told me the current unit was not hooked up correctly and was a health hazard, he immediately turned off the propane and told me not to use it again....however, after having several other companies come out and perform a site inspection, NOT ONE OTHER TECHNICIAN said there was any issue, whatsoever....I sent the following email to Icon but never received a response....so, I'm glad I chose to move forward with another provider. To Icon: I wanted to give you some feedback on my experience with Icon. When your technician came out to do the site inspection, he told me the existing propane stove was installed incorrectly and posed an immediate carbon monoxide poisoning threat. He turned the gas off and told me not use it again and to replace the stove as quickly as possible. I immediately put carbon monoxide detectors nearby and throughout the house, as we had no other heating source....and I also suspected this was a sales tactic. I've since had three other companies out to do site inspections and every single one stated there was no threat. I'm not sure if your technician isn't trained well or was just pulling a sales tactic, but this left a very, very bad taste in my mouth. Trying to scare customers into buying and installing products is clearly unethical and ultimately, this is why I chose not to do business with Icon. I wanted to bring it to your attention, as you might not be aware that your technicians are doing this. He may be hurting your company, more than helping, but honestly, it really bothered me and I chose to move forward with another company. I just thought you should be aware as it was clearly a negative experience on my end. No response.....buyers beware!!! read more

We placed 2 separate orders for parts for our wood stove. Communication was horrific. No calls, no return calls, many delays. We prepaid for the first part and it took 6 weeks for the item to arrive (we guess), because we had to call to see if it was received by them. As to the second part...it has been several weeks and now they will NOT return our calls. We finally contacted the Hearthstone company and will receive the part needed within 1 week. Forget using these people for any service or purchase...they do NOT provide service or communication. As one previous review indicated...we like to shop locally, but not when the service is non existent. read more

So very sad and disappointed with Icon Hearth and Home. Bought a free standing stove from them back in early October. Gave deposit and was told it would be in stock towards end of Nov. Went into store last week to check status and was told that item would not be delivered until the New Year but they could get us the floor model. When we called for delivery we were told that the unit had been given to another customer in the same situation as us. Yet they came in 4 days after us ! A total bait and switch. Not only that we were speaking with friends who bought a "new unit" from Icon in September and when they came to get their stove they were told the same thing! and given the floor unit. TOTALLY TOTALLY disappointed. We tried to support local but local didn't want to support us. Just a shame that they can't keep their sales and promises straight. read more

Our Hearthstone freestanding stove was supposed to be under warranty but when poorly designed pins that hold the door on failed and the door came crashing down, we discovered that the showroom where we bought it carries no parts, is just a rather inept go-between with the manufacturer. We had to push the store for five months to get them to have the manufacturer send the necessary replacement door frame, which they all agreed was under warranty. Then the frame arrived without the bolts and pins it needed, and the store charged us for a tiny package from the manufacturer that took another several weeks to obtain. All told, it took 5 months to get the parts so we could repair the stove and we missed using the stove for most of the winter season. No one offered to repair the stove, but thankfully that was easy for us to do. A very bad experience. We will never buy anything else from Icon, who sells only this brand, and we will never buy another Hearthstone product. I owned my own business prior to retiring, and I would have jumped through hoops to help my customers...we got next to no help from the store and had to push and push to get any help. No other fireplace store will service or act as go between between a manufacturer and a customer, unless you bought your stove from that store, we discovered. So be ware! By the way, the technician is no longer employed at this store. read more

We walked into Icon Hearth and Home a week ago to buy a rope gasket for our wood stove. The female owner that day instructed us to bring our current gasket in so we could get the correct replacement. Today we came in with our gasket. It is a 20 mile drive. The female owner was helping someone else when we walked in. The male also working there helped us and had the female owner help also. She then went back into her office. They were out of our size and he wasn't sure if she could order us one. He said she was busy and he couldn't ask her if she could order it. We heard her hang up the phone and asked if he could ask her then. He said no because she had a large pile of paperwork. He handed me a business card and said to call later. We may be replacing our wood stove in a year or two but will not buy from Icon Hearth and Home. We felt that our business did not matter to them because she was too busy to answer a question while we were standing right there in the store. read more

At first we loved working with them for their expertise and products. They were very accommodating letting us leave the fire stove in their store room until we were ready for it. It was delivered without the remote. We called weeks ago and still no remote! It's cold now and I'm disabled. I can't turn on or off the stove. read more

I recently bought a cast iron Jøtul wood stove for my cabin. The staff was very helpful during my decision process as I tried to find the right stove. They were very knowledgeable about their stoves and never tired of my many phone calls when I had more questions, for example, they would get out their brochures and look up specs on the stoves in question. The installers were very nice as well, and they took a thorough and careful approach which I appreciated. read more

Two messages were left. One during after hours and one during normal business hours. The phone call was not returned, even two weeks later. This is what sparked the review. read more