In the past 5 years that we've been very happy with the service we have received from Mountain Hearth & Patio (also known as "Mountain Man Fireplace & Chimney"). However, this last experience was absolutely awful and so unlike any other interaction and service we've received from this company. We needed our pellet stove fixed and it took SEVERAL appointments for them to send a technician out to fix it. Here are our frustrations/complaints that has left such a bad taste in our mouth. 1. Disorganized. When we would call the office, it was impossible to reach someone and when we eventually would, the same person would say she couldn't help us because she didn't know where our file was. This happened on MULTIPLE occasions and we've been a customer for over 5 years! 2. Contradictory Information. First, we were told that we would have to install a flue ourselves, but then received a call a week or so later, asking when they could book a time to install it. We told them that we were told that WE would have to install it and needed clarification. In the end, they confirmed that it was our responsibility to install the flue. Here's where the most frustrating part comes. One of the technicians that came to our house to fix the pellet stove told us the length and direction the flue should be, writing down the parts we would need. Then, on a subsequent visit (since the pellet stove was STILL not working), we were told the flue was too horizontal, so we changed it. On another visit and with a 3rd technician, we were told that we couldn't have a T and had to have the flue come straight out. Why would your technician suggest we take the flue the other direction we had planned and to keep it short after we would be putting in the 90 degree turn!? Why didn't he tell me you cannot have a T or 90 degree turn when he wrote down the pieces himself that we needed and then allowed us to order them. And how ethical is it to allow customers to purchase something through you that is eventually determined to be the cause of the stove not functioning!? As per the receipts, we paid $641.60 (-$47.80) = $593.83 for something your company eventually said we cannot use. 3. Bad Pellets. We assumed that one of the technicians took the pellets from his truck, because instead of using the pellets we had next the the stove (that are dry and new), we found a bag of bad fuel outside in the back of our house. We store our pellets in our basement storage room and in a bucket next to our stove. The pellets that were in my stove were filled by your technician after we had to leave. If the pellets were bad, why did he put them into the stove? And then, in a conversation with you, WE were the ones blamed for putting in bad pellets! Pocketing $600 and then placing the blame solely on the customer and giving contradictory information is not a great way to run a business. 4. Lastly, we were never given a breakdown of the cost, until we asked for it and it was vaguely written out in an email. We've always received invoices from you in the past! Our final straw, when we decided to get the Better Business Bureau involved was not when we believe you owe us a $600 refund, but when a month after the service debacle, we were told we have an overdue balance!!! It was cleared as a mistake once the BBB reached out to you. But this whole thing has been a stressful nightmare. I'm not sure WHAT has changed this past year, but it was a completely different service and experience than what we've had in the past. It's been incredibly frustrating and disappointing for our family. We were asked not to write a bad review, but I feel like as a business, it would be helpful for you to know why we are upset. We've been nothing but patient and understanding, even in so many moments of frustration and that amount of times you had to send technicians out to figure out what was wrong with our pellet stove. read more

We made some wrong choices as we plotted out our fireplace upgrade, until we found MH&P. This company is not only very good at what they do, but they communicate exceptionally well and are a pleasure to work with. The recommendation Jake made for the actual fireplace unit has turned out to be an excellent choice. The unit warms our house so well that we stopped using our upstairs heater. Bambi kept me well informed when materials arrived and ensured I knew what I needed to be prepared for the install and Nick kept his team and the project on task as they built a hearth, installed our mantle and setup the fireplace. Finally, we wanted real stone and they referred us to a superb mason - Kurt King - to wrap up the project. You won't go wrong with MH&P! read more

Mountain Hearth & Patio - Fireplace and install by Mountain Hearth & Patio; Stone work by King Masonry; Mantle from Quartersawn - Chimney Sweeps Near Me - Evergreen, Colorado

Probably the best customer service we have ever experienced. We purchased two appliances from MH&P and from our first visit to the showroom until the completion of installation we were treated extremely well. Installation was on schedule, clean, friendly, and professional. MH&P followed up to assure our satisfaction. We had an issue with our Stove where we were concerned that the view into the firebox was not quite what we were expecting. Jake got on it, sent a team to investigate and adjust the flame, and eventually swapped out the glass so that our expectations were met. It was obvious that he would do whatever it took to please us. It's easy when everything goes as expected. It's how issues are resolved that are the difference between a good company and a great company. MH&P earned a great! read more

From a service call on the original gas stove in the home I purchased, to showroom assistance to install of a new stove, I've been absolutely pleased with the service, kindness & expertise. read more

This review is on the annual service call for the gas stove I purchased from Mtn Hearth a few years back. An appt was made but before the date arrived, I got 2 calls asking me if could go with another date. I gave some dates that worked for me and both calls ended with, sorry to bother you. Just leave the appt as is. Ok. The tech arrived during the time slot and 25 minutes later was done! I mentioned how quick that was and paid the $278 discount rate for being a loyalty client. After the tech left, I saw that the instructions manual and chain had not been put back where it belonged and it was in plain sight in the insert. I could easily have taken apart the insert and put them back in the proper place, but couldn't justify me having to come behind the tech and finishing his job for a cost of almost $300. Called Mtn Hearth and explained situation, of which they had no problem sending a tech to take a minute and correct it. When tech arrived this time, I watched him and noticed a lot of dust still in the insert. He explains it away saying he has a super powerful flashlight that shows everything. I could see it without his super powerful flashlight. So sorry for this wordy review, but one service call should have taken care of my appt. Techs have been friendly but it's definitely quantity over quality of service. I won't be using them in the future for the annual service. read more

you won't go wrong here. They have a nice selection of fireplaces. They're installation is very neat and professional. They do what they say and then go beyond the call of duty for customer service. Nick and Scott were great. read more

Mountain Hearth & Patio - Fireplace - Chimney Sweeps Near Me - Evergreen, Colorado

See all

It's unfortunate, as I normally go out of my way to help those that serve, but I couldn't trust this business with something as important as fireplaces etc when some of its drivers have a clear disregard for other's safety. read more

Mountain Hearth & Patio provides an extensive range of products and exhibits exemplary customer service. Our insert is absolutely gorgeous and we couldn't be happier! read more

Travis and Bruce were timely, knowledgable and professional. Also instructed me on how to reignite gas fireplace. Very happy with them!

Friendly, knowledgeable and honest. We recently had to install a Wood Burning Insert for our fireplace. We had planned to stop in here first then price shop at the other fireplace businesses in the area. Well we didn't get far. :o) Being from Hawaii, fireplaces and fireplace inserts are all new to us. The salesperson spent 45 minutes with us answering questions and helping us figure out what insert would work best for us. We brought the dimensions for our fireplace, so he was able to get a good idea which fireplaces might work. Their prices are reasonable. Everyone that we came into contact with was knowledgeable. The installation was quick. We enjoyed doing business with them and they have earned a loyal customer. read more

My wife and I walked in without a clue in the world about wood stoves, but we walked out feeling like experts. Without ever pressuring us to make a sale, Jake patiently walked us through all of our options, helping us decide which features were right for us. Eventually, we selected a stove and have it scheduled for installation soon. Will update once we're up and running, but so far we couldn't be happier with the experience. read more

These guys are awesome! Cleaned my fireplace perfectly and even started a fire for us before they left. Definitely recommend.

Jake and his crew have helped us with our winter heating needs for over 7 years, but most importantly they have serviced, cleaned and instructed on wood burning stoves, fireplaces and a pellet stove. Safety is such an important component to warm winter months! Our purchases almost 2 years ago involving a wood burning insert and a wonderful pellet stove were two of the best investments/improvements we made to our home amongst many before we recently moved to Southern California. My wife and I can't say enough about this local company, Jake and his knowledgeable team. Rob and Lorna Lind read more

I had Mountain Hearth & Patio come to my home to look at a gas fireplace that had stopped working. They were very clean and professional in coming into my home. They both had extensive knowledge as to why my 20 year old fireplace was not working and gave me advice on how much it would be to fix it but mostly they were interested in selling me a new insert. Their reasons were very sound but a little over aggressive for me. Before going with them I am planning to shop around. read more

These folks are the best for both new installs and maintenance on existing woodstoves and fireplaces.

I had my pellet stove cleaned and Nick was very professional, clean, and knowledgeable! He also cleaned my dryer vent and told me the results of the service. I had him look at my gas stove and he said it was good and did not need to be cleaned. he saved my money! read more

I have never before felt compelled to write a review on yelp, but I thought that in this instance it would be appropriate. It is unfortunate that businesses like this are able to thrive around here. These people are obviously used to taking advantage of a situation where they are the only game in town, in an area where so many people have a surplus of money to throw at problems and a deficit of time to deal with them. I haven't met the owner so I can't speak to him but none of the "pillars" he says his business is run on were met with me. My personal experience has been going on for a couple of months now so I will only speak about the most recent negatives. I recently moved into a house that the previous owner had two heating appliances installed by mountain hearth, one freestanding gas stove, and one gas log set in a fireplace. Neither one was working properly because they installed NG appliances in an area where propane is the only gas within 8 miles. I will give them the fact that they said they would switch the parts to propane like they should have done to start with "on the house" ( hence the one and only star). After waiting a month and a half for my appointment, the incredibly incompetent tech couldn't get the stove working because he thought he brought the wrong pilot assembly( ended up being the right one), and couldn't get the gas logs working for more than five minutes without shutting itself off because of too low of a flame. He believed it must be a bad controller valve and left with no charge. I had a feeling that he was incorrect and didn't trust his work so I decided to take a look. After fixing several leaking, loose joints that were spewing propane into my house, I found the problem. They had installed the line on what he said was a shutoff valve, and what I found out after reading the writing on it and doing a little research was an old gas log lighter valve that had a restrictor in it taking the pressure way down. Took out the restrictor and what do you know... worked fine. One down. A few days later they came back with the same pilot assembly for the stove. They installed it and got the stove to put out a tiny little flame that didn't really heat at all. This time my wife was the only one home. After a couple of hours of messing with it, they were unable to make it work correctly and told my wife it must be a bad controller ( sounds familiar ) and that they've done all they can, and it is impossible to mount the controller to the underside of the unit like it is supposed to be so they just left it hanging underneath by the gas lines with wires hanging everywhere. But this time they asked for a $200 check for a "start-up fee", even though they were unable to properly start it up. So again I decided to have a looksy. Funny there were 3 little holes on a mounting bracket and 3 matching threaded holes on the box, so I found some machine screws and mounted the box like it should be. Then, again I started taking their work apart and again found the problem, an unnecessary secondary manual regulator that had a pinhole for an output being used as a splitter and dropping the pressure to basically nothing. I got the correct part from home depot for $5, put it in and presto bango a hot fire. It now works perfectly. Let me remind you that I am not a professional fireplace repair man, but a cook with a basic working knowledge of physics and access to the internet. In both cases a supposed professional who does this every day FOR A LIVING, left my fireplaces unsafe and not in working order , and still charged for the work. Thanks Yelp for letting me vent. read more