I traveled a bit further to get to NE Hearth & Home based on its reputation. I was glad that I went the further distance as my expereince was excellent. Larry is super, juggles many balls but always treats his customers in a professional, pleasant and problem-solving manner. I recently purchased and had installed a Regency gas fireplace insert. The entire team that I dealt with were friendly and professional. I would recommend NE H&H to my family and friends. Jim Needham, MA read more

purchased a gas fireplace insert 10+ years ago. having problems this year with the pilot, remote and blower. need a diagnostic service call to evaluate the seriousness of these problems and help me to decide to repair or replace. since I purchased the unit from NE Hearth, I called them for help. they refused to come out and evaluate the problem unless I pay $400 for a cleaning appointment. once cleaned they would diagnose the problems. why would I pay $400 only to find out I may need to replace the unit? i bought the unit from them! very poor business practice. reconsider doing business with them. read more

purchased a gas fireplace insert 10+ years ago. having problems this year with the pilot, remote and blower. need a diagnostic service call to evaluate the seriousness of these problems and help me to decide to repair or replace. since I purchased the unit from NE Hearth, I called them for help. they refused to come out and evaluate the problem unless I pay $400 for a cleaning appointment. once cleaned they would diagnose the problems. why would I pay $400 only to find out I may need to replace the unit? i bought the unit from them! very poor business practice. reconsider doing business with them. read more

I recently had my Gas fire insert serviced by New England hearth and home. Very pleased with the work. Justin cleaned and serviced my unit. He was very professional and meticulous about his work. I am very pleased with the finished product. My fireplace has been brought back to life. read more

Just want to thank the folks at NE Hearth and Home for bringing my gas fireplace back to life. You never know you miss something until you need it lol. This is my second time using this establishment and am happy to continue giving them my business. Much thanks to Justin (technician) for his professionalism and gentle manner of working while servicing my fireplace. Thanks so much! read more

While I have not yet worked with this company, I called them today to ask some questions about a negative experience I had with another company. I spoke with Larry, who patiently listened to all of my questions and explained things clearly to me. He was very helpful and I appreciate that he took the time. I expect to work with this company in the near future. read more

I was nervous about calling this company due to some of the reviews and the requirement to pay for the cleanout before they arrived. But I took a chance. Glad I did. Called on Monday, and Abi came on Friday. He took the time to explain everything to me besides servicing it. Had the old thing working and looking like new. read more

They did fantastic work but coordinating the job was a nightmare. Took many months to complete and many, many phone calls. So I recommend if you want good work and don't mind staying on top of contractors. read more

Sharing a positive experience - we paid for a service call for our gas fireplace. When the technician came out and it was a simple battery replacement, he mentioned we would be refunded the service charge. I highly recommend this company. read more

My 25-year-old fireplace would not work, and the unit had not been serviced in years. I was afraid that I would need to purchase a new unit. I scheduled a service call, and after an initial delay, Justin thoroughly cleaned and fixed the unit. It looks and works like new. I recommend NE Hearth and Home. read more

Buyer beware. Called to schedule service for my gas fireplace. No problem. Larry told me service call is $360; any parts needed would be extra. Then he says they take a deposit to schedule the appointment, and earliest possible appointment would be minimum 3 weeks from now. OK... Turns out the "deposit" is the full price of the service...$360...to be prepaid now, several weeks before the scheduled service call. And it must be paid in order to book the appointment. Definitely not comfortable with anyone taking my money several weeks before they even come to my house! Their price is also nearly double what the reputable store a few miles away charges for same service. I don't know of other companies who do business this way, but definitely shop around before you use this place. read more

We just had a gas log placed by them. They were great. The showroom is not overwhelming, the staff is knowledgeable, and we did not feel like we were being pushed into buying anything. The technician that came to do the install was extremely nice, knowledgeable, and came right on time. I would recommend New England Hearth and Home if you are looking to upgrade your fireplace. read more

I would caution people to never use this place. Larry the manager called me and tried to convince me that I needed to spend $6,000-$8,000 on a new gas fireplace because they didn't make the $100 part anymore to my 10 year old fireplace. I refused to accept that. Called around immediately found the correct part. Sent pictures of my fireplace to multiple companies who said he was full of shit and trying to rip me off. Really sad places like this are out there. read more

I bought a Regency wood burning insert from Larry maybe 2 years ago. Priced it around and he was a little better than the next guy and could install it sooner. Install was great, but I quickly realized that the unit came with a defective damper (Self-contained unit, so not an install issue). Larry replaced the entire unit on warranty and had the new one installed with no cost or issue. About a year later the blower motor for the unit went, and again - Larry resolved my issue with no headache at all. Highly recommend. Regency units, I can't really say - maybe I just had bad luck. Thanks Larry! read more

We visited the store and spoke to the salesperson about coming to our house and fixing our wood burning stove (glass was broken and the set up could be better). They came to our house soon after to do an estimate. They told us they would call us in a week to give us the estimate. They never called me so I called the store ten days later. They didn't have the estimate then and six phone calls and 8 weeks later they STILL didn't have the estimate. Each time I called, the salesperson apologized for not having it and promised to call me right back with it. Each time, they never called me back. The last time I spoke to the sales person I asked him if he could be honest and tell me if he just didn't need the job and he STILL wasn't honest with me. Once again he PROMISED he would call back and NEVER did. Of course I gave up and found a much more responsible company to work with. They did the estimate right away and started the job immediately. read more

I will never recommend this company. Purchased a door for our wood insert but when It arrived it was the door latch only. Tried to return but we were going to be charged 1. $25 re-stocking fee and 2. $60 to ship back to the company. I understand the re-stocking fee but $60 to ship a 8x8x5 2lb box from MA to ME is MORE than UPS airmail. It is only $12 ground to ship back. I will be using a different company from now on and will advise everyone looking for a fireplace company to run far away from this company. Customer service is not a priority for this company. read more

I visited the store in Canton recently and worked with a salesperson to narrow down my choice of a fireplace solution. I told him I'd get back to him shortly with a decision. After we'd made our choice, two days later I called the store and left a voicemail--no return phone call. Several days later I called and left another voicemail--no return phone call. Then I emailed the sales person directly--no reply. I guess they have more business than they can handle and can't be bothered with new customers. If this is indicative of their service, then I think I'll go elsewhere. read more

I had a great experience working with Larry and his crew. I'm thrilled with my new propane gas insert, which I know I will enjoy for years because it is built to last. I recommend this store if you are in the market for an insert! read more

I would urge anyone in the market for a propane or wood-burning stove to AVOID New England Hearth and Home in Canton, MA, at all costs. The owner's name is Larry Golub and he has been out of business for several years, only to resurface in the same location with a different store name (very suspicious). He does not know his products, he pressures customers (more than just me) into purchasing the incorrectly sized and expensive products with false pricing promo end dates and then will not correct his costly errors caused by his laziness and lack of organization/knowledge. You can't have it both ways in sales: you either know your stuff and sell exactly what the customer needs or you sell to the best of your limited ability and then correct your mistakes at installation. He does neither so his poor customer service assures me that he will be out of business again, very soon. BUYER BE VERY AWARE read more

We booked work in Spring and it was our choice not to have it done until Fall. When it was completed, we had a little problem and a minor communication problem; but in the end they did a great job and we are very satisfied with it. We recommend them. read more

I had a quote for a Jotul fireplace insert from a competitor of NE Hearth and Home (NEHH) that was for $6700. I thought it was high so I called NEHH. Larry quoted me a price of 4500 for the same product and service level. I signed the deal and about 3 weeks later my insert was installed. The install guys were neat and courteous and they took about 2 hours. Larry called me the next Monday to make sure that I was happy with everything. I am completely satisfied with the price, service and product that I received. read more

This company has the WORST customer service. I first contacted them to get a Sunsetter awning replaced. Took them two weeks to respond to my voicemail. When they did I was at work in the middle of a meeting and couldn't take the call. Asked them to call me back in an hour. Did they? No. Subsequent experiences showed that you can leave 10 voicemail messages, THEY WILL NEVER CALL YOU BACK! Finally went to their store, ordered the awning, and got it installed though they were dicey about the installation date. Next time I contact them it's to schedule service on 2 gas fireplaces ( which the tech looked at while installing the awning). Called and left 3 voicemails. No response. Called again and got a live person on the phone (!). Scheduled a tech to come out the following Thursday, ETA between 8-9am. No call or email the night before to confirm but I stay home from work and wait. 930am, no tech. Call and leave a message on voicemail. By 2pm I had left FIVE voicemails. Finally get the same guy on the phone who had scheduled the appointment in the first place but THIS WAS THE FIRST TIME HE WAS HEARING ABOUT THIS. Really!! How is that possible??? Says he will call back in an hour. Needless to say that didn't happen. I am beyond annoyed with these unprofessional slobs and don't know how they possibly stay in business. TAKE YOUR BUSINESS ELSEWHERE. read more

One day I left work early to talk to someone at NE Hearth and Home because I drive by there every day. It's close to work. They have bad hours though. Close every day at 5. The door chime went off and a woman came from upstairs to tell me that the stove guy had to leave for something. OK, I'll come back tomorrow. The next day I came in (door chime and all) and nobody came out. I left ten minutes later. I don't really understand businesses like this. They also sell playground equipment and I have three toddler size kids, but I won't go back for that either. I basically wasted an hour of work time to be ignored. Nice place. Do yourself a favor and find someplace else. read more

Worst retail experience in a very long time. They do not return calls, they don't meet their self imposed time lines. Oh, very expensive delivery fee, they didn't dare ask for it upon completion of work......, then called months later asking why I didn't pay it. I'll pay it because people should get paid.....but I will pay it at my convenience a little bit at a time, just the way they installed my stove. read more

Great service with Larry at New England Hearth and Home! He helped me pick out a gas fireplace - and actually told me not to buy the more expensive model which I felt was really genuine. He also honored a competitor brand coupon to save us more $. They also gave me a great rec for a plumber to run our gas line (I got 4 quotes and the plumber that Larry gave me came out at the lowest price). We went to a few other showrooms before purchasing our stove, but everywhere else felt really salesy and pushy. Friendly and fast service. Highly rec! read more

Terrible customer service! I went into the store in early December to order fireplace doors as a Christmas gift for my husband. They wrote down the wrong day and didn't show up to measure the fireplace, I let that go as anyone can make mistakes. They told me the doors would be delivered in a few weeks, 10 or so weeks later they called and said they were delivered but damaged and had to be reordered. Over the next several months I called a few times and got little information and never the promised call back. I called once and was told they were on the truck on the way. I called again in MAY and was told that I had cancelled the order, which of course I had not!!! No Christmas gift for my husband! In short find another place to shop, this place is an exercise in frustration!! read more

JB was awesome! Super helpful! Great experience while dealing with them regarding swingsets.

We called when our propane stove was shutting off. The service man checked the stove and said he had also checked the chimney. He said the stove was dangerous couldn't be fixed and that we needed to buy a new one. We asked about a blockage in the chimney and he said that he had checked it and it was ok. The stove was disconnected and we were left with no heat and a $275 bill that he said could be applied to the new stove. We went elsewhere because their prices were high. When the other company came and installed the new stove they found a large bird's nest in the chimney blocking the draft ! The service man from Home and Hearth lied to us and had his own agenda that ultimately cost us $1000's. I wouldn't trust this company with any of my business again read more

Great to work with! Organized, fast, and very helpful with getting set up with my new wood stove. The guys were very helpful in making sure I got everything I needed without trying to upsell me things I didn't. Highly recommend them! read more

I needed to have my fireplace serviced. I was told I would receive a call on 11/4/15 between 12p and 1p. I had my husband come home from work so he could speak to the technician. No call no show. My husband called New England Hearth and Home and was only able only to leave a message. I received a call back at 2pm informing me the service technician was running late( no kidding) and I could either reschedule or cancel. Interesting last year I had the same issue..... Needless to say I will no longer be using them to service my gas fireplace. read more