I have purchased both a wood-burning stove and blinds from Sierra Hearth and Home. I have been exceedingly impressed with the customer service, quality of product and their dedication to ensuring the customer is happy. I almost never write reviews but this one was 100% deserved and necessary. read more

I found Sierra Hearth & Home to have a very nice showroom, with a lot of variety. The employees were very knowledgeable and did not try to pressure me. Consultation appointment scheduled within 7 days, even during winter, which was unexpected. Employee called morning of appointment and also an hour ahead to say he would be 15 minutes later than scheduled. I haven't had this level of communication and good customer service in a long time. Estimate was received same afternoon as consultation and questions answered promptly. Prices were fair and we have ordered our pellet stove. I am very confident that the installation will be the same great service as we have received so far. Update: Pellet stove installed, and as anticipated, service was superb. The crew called 30 minutes prior to arrival and showed up within the scheduled time frame. They laid down tarps to ensure they didn't track in dirt or snow. They did a great job explaining the unit and we couldn't be happier. read more

Sierra Hearth & Home - Fireplace Services Near Me - Carson City, Nevada

We walked into this shop with a need of a mantle quickly. We wanted a wood mantle. They found one in stock that could be here in 1 day. We needed it cut down and was told it was easy to cut down and splice it back together. We called many times because they never answer the phones. NOT EVER! 5th day they blamed it on the supplier, we get a STONE mantle. Imagine cutting a stone mantle! So heavy, it cost a fortune to reinforce the wall to hang it. Scratches already on the top! When we tried to return it, we were told it was special order. NO RETURNS. Scratches so very easy. We were told they send touch up paint. A nightmare I hope to help other families to stay away from. read more

This was the best customer service I have ever received! I ordered the wrong part, and Moses still tried to make it work with parts he had in the back. He cleaned the broken glass out of door for free, did not charge me for the part I ordered by mistake, and got the correct part in under a week ( the other place said $300-600 and SIX WEEKS to get the part!). When the part came in he sold me a gasket for less than they cost at Lowe's. And installed it for free. Absolutely awesome people and products. And they have 2 shop dogs to pet while you wait. I will never buy fireplace/woodstove products anywhere else! read more

Came to our home for annual service of our pellet stove. Arrived on time. Completed service in a timely manor. They were very careful to contain any dust/soot. The service personnel were friendly and professional. We recommend them. Service fairly priced. read more

If I could give less than one star I would. Their customer service is horrible. I had a technician come out to clean my fireplace and they damaged the inside brick insert. When I pointed it out after the service was completed the technician denied it. I then proceeded to call the store and they said it was basically he said, she said. I let it go for a couple months due to some family health issues and then circled back to address the issue again. The owner and staff then asked why I was calling back about it and I explained that I was dealing with taking care of a family member with health issues. I explained that I shouldn't have to pay for over $450 for an new brick insert and labor since I never caused the damage. They then asked for photos and fortunately I found photos two days before the technician came to my house showing no damage to the brick and photos after the incident occurred. Once I provided this information which they requested, the Office manager-Noel and front desk person-Lynna never called me back or followed up with any responses to my email for over a month. When I finally reached the front desk (Lynna), they said Noel would call me back yet she never did and still hasn't emailed me. Lynna then proceeded to say it was he said, she said, even though she said she received the photos showing proof that it wasn't. Basically, they don't want to resolve the problem, which is unacceptable and unethical business practice. The owner also doesn't care what happened and from past reviews this is not the first time they won't take responsibility for a mistake. Very disappointed in the outcome and now I have to go with another reputable vendor to fix the damage they caused and pay for over $450.00 myself. DO NOT USE THEM AND IF YOU DO JUST HOPE NOTHING GOES WRONG. On to reporting them to the Better Business Bureau and small claims court. read more

Sierra Hearth & Home - Damage to fireplace brick after technician cleaned it. - Fireplace Services Near Me - Carson City, Nevada

I needed two fireplaces for my home remodel. My contractor highly recommended the store and when I walked into the shop, I immediately understood why. I was promptly greeted by the store owner - he was responsive, listened to my needs and connected me with their one of their fireplace experts. I had several in store appointments with them as well as email exchanges and a home assessment for both fireplaces - they were prompt and very professional with tons of knowledge. This family business is awesome. Years of experience, deep expertise, and great customer service. If I could give them more stars, I would! read more

total miss representation of there products, tried to return the product refused to give our money back saying your stuck with it! product was damaged and made from stone was expecting a wood mantel, they never return calls or answer the phone! I would give them a 0 if possible! read more

We sent to Sierra Hearth and Home to find a gas insert for our home in SLT. I feel like we were given great options, not the most expensive, and the process was quick and easy. I would recommend Sierra Hearth and Home! read more

It was our first visit here, it was highly recommended to us by a friend. I'm so glad we checked it out. Great customer service and had a very nice and large showroom. Well worth your time. They have lots of neat things for your home. read more

The fact that this business is in business is shocking! They were actually able to screw up our entire transaction from the beginning to end... That's a difficult task to achieve because it was a super simple transaction! They did literally EVERYTHING wrong! The owner, yes the main man, the Boss, the one that should have known better..not only ordered the wrong product but was inept enough to tell me that I could put the fireplace in myself...yup, easy as plug it in and push the insert into the existing fireplace- Completely untrue. Clearly he should retire. He spent our hard earned American dollars on an item that doesn't fit. As if that wasn't enough, the office staff is so out of touch that they took payment, gave us the insert at 'will-call' then called us 2 weeks later to tell us our insert had arrived, really? We're they going to give us a free second insert? Nope, the strange behavior didn't stop there- They then tried to schedule us for an install but WANTED FULL payment for the insert before they would send a tech How would we have gotten the insert if we hadn't paid for it????? Scary We then tried to return the insert (for obvious bad business reasons) and they sent two kids to pick it up with a refund check of $250. for a $1,000 insert that had been fully paid for 2 months prior YIKES??? Who's on first???? NEVER deal with this business They have competition, make some calls and do your homework, there ARE other options! read more

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I'm afraid I must join the chorus of customers complaining about service, warmth, and attentiveness from this company. It's exceedingly poorly run. The only positive interaction was the first one, when a quote was provided. After that, as my SolaTube x 2 install needed to coordinate with a full roof replacement, every step has been difficult. They were difficult in coordinating with the roofing company (they didn't.) That left me to drive 35 miles to pick up the parts so the roofers could cut holes in the roof. I would never make a customer do that. My solution would have been an immediate apology and plan to put the items in an Uber/Cab to arrive within the hour. Alas, no such creativity or service orientation was forthcoming. Upon arrival (late as you'll see in a minute) they complained the holes were "cut in the wrong bay." But I wasn't going to countenance that dig as they didn't make any meaningful effort to be here when needed. Instead they pointed fingers at the roofing company. Seems to me they run the company for themselves; customer service and delight is not their priority. The SHH crew arrived late for the install--after I personally, face-to-face agreed a date and time with Toby in their shop in Carson City. The install crew was the best part, except they arrived without the necessary parts and pulled off the job for that reason, plus it was too hot in the attic to continue. Why then did Toby agree to a 9am start? They arrived at 10am, though their office gave them the incorrect address--I mean really!), so I had to take a phone call to correct that basic info.) The install team was a bright spot (except not later following up to reschedule as promised.) They were polite, tidy, patient with questions, and nice to my dog. Today, though, I have called the office to get rescheduled. Leena was again somewhat brusque, as other reviewers have noted but I could deal with that, and promised Toby would call back "after he gets off the phone to reschedule." Two hours later, nothing. Unable to reach Toby, I tried the install team from yesterday. So much work a customer must do to work with this company. In short, I am deeply impressed by Sierra Hearth and Home. Unfortunately, it's not to the positive. I will add to this review when/if these SolaTubes finally get installed. And if that experience is positive, I will be equally generous with details. read more

They came out to measure our fireplace for a gas conversion in April. They said they would send the measurements and an estimate via email. We waited, and waited, and waited......nothing! So we called to find out the delay. The female answering the phone was unfriendly, very curt and really didn't want to help us, it was like we were bothering her.. I asked her why so long and do you know what she told me? Your quote has expired and that estimate has expired! What? We received NO quote, NO estimate, no e-mail, nothing. So today we thought we would drive there to speak to the owner about the terrible customer service and they did it to us again! Two women kept asking me what I wanted and I tried to answer them both but the one sitting at the desk was rude and obnoxious and told us to leave! Some guy named MOSES got right in my face and threatened me physically because he said thats what he always does when someone is upset at one of his co-workers! And I am a 73 year old veteran! With a veteran cap on my head! He stood face to face with me until I calmed HIM down and told him that HE was the one who came to our house to measure and it was HIM that dropped the ball! He quickly made excuses as to why we were left in the lurch, blaming it on someone else. Bottom line---the customer service is appalling, the clerical staff is rude, and we will NEVER patronize nor suggest that outfit to ANYONE!!! Would you? Joseph and Jeri M. read more

I got Ripped Off by Sierra Hearth & Home when I bought a gas fireplace insert! They don't follow local building codes. They installed (1) 4" exhaust flue vent when code and the manufacturer clearly states (1) 4" exhaust AND (1) 3" air inlet are required. Either they're ignorant of the building code or assume their customers won't get an inspection or bother to read the manufactures installation specs. The two kids they sent to do the install showed up covered in soot from their previous job and left black hand prints on my painted walls. Who trained these guys? After seeing what was going on I had them pack up the insert and leave. When I called the store to voice my concerns I spoke to Leah and she hung up on me. At Sierra Hearth & Home your not allowed to say anything negative or complain. The next day Moses called to say he was giving me a "complete refund". Perfect I said, but unfortunately that was a lie. Sierra charged me $538 for the incorrect parts the two kids left in my chimney. So on top of that now I need to pay a reputable fireplace company to remove and dispose of the incorrect parts Sierra refuses to remove. Update: Attaching a photo of the poor attempted install by Sierra Hearth & Home. This photo is what my reputable installer pulled out. Notice the missing 3" air inlet flex, Unbelievable! Notice the homemade flange made from scrap metal, Pathetic! They also didn't sweep the chimney of creosote which had the potential to catch fire from the extremely hot exhaust. If you still want to use this company protect yourself and get a permit with an inspection. Don't get Ripped Off read more

Sierra Hearth & Home - Missing 3" air inlet, Homemade flange - Fireplace Services Near Me - Carson City, Nevada

I would definitely look for other options before you use this company. The entire experience was a brutal from start to finish. Ordered Solatubes to be installed. Estimator came out and spent no more than 4 - 5 minutes surveying the job. Ended up that we wanted 3 Solatubes and he said no problem, but when he actually went in to the attic on installation day, he told me that could not install the third. That's right, the estimator is the installer. When I received the estimate, it was full of erroneous information regarding the number of tubes and sizes, and they had to correct it three times before it got to a point where I felt I could pay my 50% deposit. They came out, did the work (as stated earlier, couldn't install the 3rd tube) nicked one of my PEX water lines in the attic with the saw in the process of cutting ceiling holes... Didn't tell me; I had to find it myself. The fun comes back in to play when I tried to get the final bill corrected with removing the parts for the 3rd tube that they were not able to install and then all of a sudden, a $600 labor charge shows up on the invoice; they never disclosed labor on the previous iterations of the "invoice". Brutal!!! Talk about your bait and switch!!! I questioned the $300 per tube install and she told me their normal install rate was $250 per tube! WTH??? So she just told me directly that she was overcharging me! Noel then says to me, "what do you want us to do, install them for free?!?" I told her that since the labor was never disclosed on the initial invoices, which I agreed to, and paid my deposit on, that I would have to research what other Solatube franchisee's are charging for parts and labor to install the like in kind Solatube's I received. I contacted other Solatube dealers in neighboring states and discovered that current usual and customary install rates are $200 per tube. So I contacted Sierra Hearth and Home and told them what I had learned about install labor rates, and even though the labor was never disclosed on all iterations of the invoices prior to the work, that I would agree to pay a total of $400 install labor for the two tubes. They adjusted the invoice accordingly, I paid the newly adjusted remainder of the invoice on July 6th. Guess what, on July 9th, they sent me an email requesting the very payment that I made on July 6th... Wow... These people do not know what they are doing. Super unorganized and shoot from the hip on everything. So if you want a brain damaging experience, by all means use Sierra Hearth and Home in Carson City. Otherwise, you may want to see who else is out there for the same product and service you need first. read more

David came to our rescue when our gas fireplace would no longer stay lit. He checked it out and told us what parts we needed. Once we ordered those he came back to install them for us. He was very informative and had just the best personality!! The price was reasonable as well!! Give them a call if you need your fireplace worked on and/or check out the beautiful stoves and fireplaces in their showroom. You won't be disappointed with the wonderful service. read more

12'years ago I,purchased my gas fireplace insert from this company They were wonderful and our fireplace is beautiful. Recently I called another company because my Hunter vertiglider for my sliding Glass door was not working right . I forget they do Hunter Douglas so I called another reputable company in Carson City. The repair,am came out and looked at it and said he would have to order the small,part and that his fee was $65.00 an hour and it would take about 2 hours I never heard from him again rhm I called Sierra Hearth and they came out same day. It was a simple fix and took about 15 minutes and I paid approx $40.00 The repair woman did an amazing job, I thought the service was fast and I was very happy. This is a family owned business and the owners are terrific. read more

I would rather set my home on fire to stay warm than depend on Sierra Hearth and Home for anything. These guys/gals stink. They either don't answer their phone or ask Leeann or Leeena ( whatever her name is) to answer with a horrible attitude and begrudgingly say she will check on my request and get back to me. Surprise! She never did. Avoid! read more

Sierra Hearth & Home have not started work on my fireplace yet, this review is on the store itself and the friendly staff who helped answer our questions. We are in the middle of remodeling a condo in Sparks and are looking to install a fireplace insert. We had heard of Fireplace Distributors in Reno, but a friend told us about Sierra Hearth & Stone and that it would be worth the trip to Carson to take a look at their shop and speak with the people there, and it was! They were so very helpful and answered all of our questions. They gave us a ton of brochures and listed all of the options. They even had some ideas on what to do with the space, that we hadn't even though of ourselves. The shop had a good variety of different inserts and heaters, and was kept clean. It had a smell of burning wood, which was actually pretty pleasant. They had several working inserts so we could 'see them in action'. Overall we were very pleased with our experience there and will be using them for our project (an updated review will come after the work is completed). read more

One Star because you can't leave any less. Worst company that I, as a property manager and Real Estate Broker in Lake Tahoe, have ever dealt with. We had Sierra Hearth set up to service 2 of our homes with fireplaces in the beginning of December 2022. When they didn't show up, my assistant reached out to them and they said "we don't have you on the schedule". This was a flat out lie by them as I had personally set this up towards the end of October and we even verified a couple of weeks prior to the appointment. They said they would put us on the schedule for the first week in January 2023. We had to take it because we figured there was not much we could do at this point. The day of repair, their service tech called our office prior to us opening and didn't leave a message with our answering service receptionist (who would have reached me immediately) if needed. Then, he called us again 15 minutes later (5 mins after our office opened) to get access to the 2nd home. When we were in the process of giving him the door code, we said we'll give you the code for the other home that was scheduled too. He said, "No, I was already there and no one answered my call so, I'm not doing that home now". After I expressed how this was a really ridiculous business action to take as he showed up prior to our office opening and didn't even leave a message with our receptionist as to what he was calling for, he hung up on me. I called their main office and demanded to speak to their manager Noel and was told she was busy and would call me back. I tried 2 more times over the week and got the same response. Fortunately, we found another company in Reno who came out within a few days and made the repairs for us. I have used Sierra Hearth and Home Closet many times over the last several years for our vacation rentals and their service has always been less than good, but we had to use them as there were not many options to choose from. However, now that there are more fireplace companies to choose from in Reno who will make the travel to Lake Tahoe, I will never use this company again and will inform all of my current and future clients of my experiences with them. read more

Giving 2 stars because I can't give 2.5 and am not going to round up. Don't deal with this business without assurances that Moses, the owner, will be on the install. The initial visit to the store was pretty positive, as was Moses' initial visit to work up an estimate. My one criticism is that the differences among gas fireplace units weren't presented very clearly and there was a bit of a sense that we were being steered toward something in stock rather than the best fit for our needs. My second visit to the store to give them a check for the balance should have been a warning - the employees were all sitting around trash talking and deciding what to do have for lunch. They looked at me like I was from Mars rather than getting up and finding out what I needed. When they showed up to do the install, it was the wrong unit. We had been given the impression a unit without a blower would be a better choice for our needs and this particular model. The unit that showed up had a blower, apparently because they had it in stock. When we called to ask, instead of getting a decent explanation, we got told we were getting something for nothing. The two kids doing the install (no Moses) did a sloppy job and my husband had to watch them the whole time and go back and fix their work on the chimney vents, which looked like crap. We suspect the unit wasn't installed correctly and we're going to end up with "warranty work". read more

I'm going to give Sierra 4 stars since I'm unable to give 4.5 stars. The reason I'm not giving 5 stars is stated below. I called a few places in the Tahoe area that installs Chaska gas fireplaces and to receive a quote on the fireplace. I previously had a wood buringing but wanted a gas insert. I must have left three or four messages with Sierra in the first two weeks and never got a call back. I called again and someone actually picked up. The lady was nice and apologized for not getting back with me. She said she could get the Chaska Deluxe 29" and what the price would be. I also wanted Sierra to install the insert but someone would have to come to my home for a install quote, which I expected. The price for the gas insert was comparable with the other three establishments I had contacted ($150 less at Sierra). I called a few weeks later to get more information and again I had to leave two or three messages before I called back and spoke with a lady. At this point I realize most customers would have probably have given up on Sierra but she was also very nice, (not sure if the same lady) and gave me the additiona necessary information. After a few more weeks, I contacted Sierra to get a quote on the install. Moses came to my home and measured the fireplace to ensure the 29" would fit propertly. Moses also gave me some suggestions to ensure the install went as easy as possible. I found Moses honest, pleasant and fair with his pricing, the lowest of all three businesses I had contacted . I decided to go with Sierra with the install but did tell Moses the issues I had with getting returned calls. Moses was very apologetic. From this point forward the customer service, returning phone calls was excellent. I even told the front office that my expierce in the beginning was not the greatest but since has been wonderful. On the day of the install four young men came to the house. All were very nice and professional. I believe their names were Jacob, Dustin, Sol and Anthony. ( I apologize if this isn't correct). They spent a couple of hours and explained to me on how the insert works and use of the controls. Though the customer service in the beginning was poor, everything quickly improved and was glad that I went with Sierra. The fireplace works great and just waiting to get the new stone around the fireplace. I'm very glad I stuck with Sierra! read more

These guys are great. In January, they installed a wood stove which we are very happy with. This week, Brandon installed a Solatube in a dark hallway, which brightened it up immensely. He did the job by himself in two hours and charged us less than the estimate. Good folks with quality products and fair prices. Rick Hackman read more

Fantastic Staff! Greg was very professional. Moses and James were great with my pellet stove installation. They took great care to answer my questions and be as clean as possible. I would definitely recommend this business. Nancy B read more

Bought a quadrafire pellet stove here last year staff was very helpful and friendly. Id recommend them to anyone for their pellet or fireplace needs! read more

Sierra hearth & home serviced my two gas fireplace stoves. David, the technician, was super nice and helpful, and made sure I was happy with every aspect of my fireplace servicing. Both my gas fireplaces look great. David adjusted the airflow, the flame height, cleaned the glass and made sure the fireplaces worked the way I wanted. I am extremely satisfied with the service. I will use Sierra hearth and home from now on and recommend them highly. read more

We have had solar tubes installed and an existing fireplace upgraded to a thermostat. Tobey has always returned our calls and when we had a problem with the solar tube night light he came out and replaced the unit. We would recommend this business to anyone. Btw love the solar tubes with night lights! Mike & Patti K. read more

Not a reliable company. They blew me off for their first scheduled appointment for an estimate. No call, no show. I called them back because they were the only installer I could find at the time. I finally was able to get an estimate from them along with a time on which the job could begin. When the time to start the job arrived, they blew me off yet again. I called to find out the problem, left a message and never heard back from them. Called Larry (the owner) today to let him know that he wasted a month of my time and he seemed apathetic about the whole thing. He said, "I've been in business since '85 so I must be doing something right." I guess if blowing customers off is your definition of "doing something right", then go with Sierra Hearth and Home. Otherwise, I'd find a company that is actually interested in doing business and treating their customers with common courtesy. read more

We knew that it would be a difficult install but Brandon, our solar tube specialist, assured us of the possibilities. Despite the challenge and scheduling difficulties, we are so pleased with the installations (3) and the experience of working with him. He makes it happen! read more

Since my original pellet stove insert purchase in 2005 I have had 5 or 6 instances in which I contacted the retailer for service issues. Two of those were for parts and the rest for service. Yes, I too, found them difficult to deal with, ie not returning my phone calls or a possible charge for Not sealing the original fireplace opening which should have been done at the install. Additionally, when I interact with the retailer I repeatedly feel that I am disturbing them or taking up their time but my search for an igniter on 12/03/18 was more than I expected. I entered the retailer with a part number and was promptly informed those numbers are not used but they have a bunch of igniters upstairs that might fit. After obtaining the igniter the salesman quoted a price 314% above Amazon price including shipping. No, thanks!!! I promptly left the establishment. Is there really that much overhead?? There Are other alternatives for parts and service w/o a 314% markup. read more

We purchased our pellet stove three years ago from sierra heath and home. had them service it for the first two years. this year tried to get service twice. took time off work to accommodate their schedule and they cancelled both times. our auger motor went out and they "ordered" it o a thursday. told us it would be in the next thursday. well the next thursday it had not even shipped. they said it was on back order. from previous experience, when you order something don't you know it is on back order??!! we had to get our money back and get it from Reno , who had them in stock! They then had the audacity to say we didn't even buy our stove from them!!! Yes, we did, check your records, and had them install it and had to have them come out since they did not seal it and it was leaking on the first storm. We learned our lesson. go somewhere else...service is poor and not very customer friendly! read more

Larry was unresponsive and could care less that they screwed up our fireplace order. We went with Fireplace Distributors of Nevada.

I wish I could give this company zero stars. We purchased a pellet stove from them about 7-8 years ago. My father always did the maintenance on it, but passed away this last summer. My mother needed to get the stove working for the winter and called in October for a service visit. They came in mid-November. So, it had already been a few weeks and with Nevada's climate, this meant winter had already arrived. The person who came out, Dan, said he needed to order some parts and would call her when they came in. Weeks past and she had not heard anything. Finally, 6 weeks from the initial call for a service order, Dan calls saying he has the parts. He leaves a message because we did not pick up when he called. My mother calls back and he says that she needs to call the main office to schedule a service call. When we do that, they tell us that they will not be able to get to us until the 16th of January! My mom and I go to the store to figure out what is going on because we started this process weeks ago and it shouldn't take this long to get a follow up appointment. Once we get there we soon learn that they obviously don't want our business. We switch gears and just ask for the parts that they had because obviously they were not going to be able to install them in a reasonable time. They look everywhere for them and can't find the parts. They then call Dan and Dan tells them that he never ordered any parts and he never told my mother anything. Except, we have voicemail and the text messages from him. They then try to tell us that it is a different Dan we are working with, so they make us show them the contact information to show it is there Dan. It was, no shock there. Dan hadn't ordered the parts. He tried to schedule us out into January because he hadn't done what he said he would do. Ultimately we were told "We try to do our best for our customers." Well, if this is there best, then you shouldn't be doing business with them. And, if your best includes lying, blaming customers for your failures, and leaving customers in the cold through winter then quite frankly it isn't close to good enough. Stop covering up for your lying employee and actually do something about your screw ups. If you need someone to call for help, Fireplace Distributors of Nevada is up in Reno and they do service calls in Carson City. They were able to get the parts we needed in less than a week and they did not need an initial service visit to get them ordered. read more

Fantastic service and pricing! Love, love, love my Solatube!!! Thanks Toby!!

We purchased a Gas Fireplace Insert from them in the Summer and started using it this Fall. Yesterday it started acting funny in that the flame would not stay continuously lit, and would eventually go out. I called the store, and spoke with Kristin, who told me she was the manager. I explained my problem, and she said they could not make it out until February! I got quite upset with that, but she would not budge. Finally, I asked for the owner's name and number, and all she would volunteer was his first name, Larry. She said she would have him call, but he has not, which tells me something about his concern for his customers. My issue here is that a local business is not keeping up with the ability to service what they sell in a timely manner. That is simply poor business practice! Luckily, in this case, I figured it out for myself and got it working. I can not recommend this place based on their poor response time. read more

Do not buy anything at this store. Larry and Brandon are the most unprofessional people I have ever dealt with. They do not know what they are doing, nor do they care. Twice the installers drove up to my Incline condo to install a pellet stove, only to tell me they couldn't do it. The first time they didn't bring the correct piping, the second time they said they had to drill out the back wall. That was never communicated to me. Of course I would first need approval from the Homeowners Association and get a permit. Brandon rudely said he "wasn't waiting around", and left. There are many other places that sell pellet stoves in the area, and i strongly recommend you go elsewhere. read more

I have had three occasions to use this store; first, I contacted them to service my Valor gas fireplace, but they couldn't seem to communicate well enough to get a technician to call me back in a timely fashion. Then, when they did call, the technician scheduled the service call a week later and then called to cancel due to inclement weather. So I had a local person fix it - it need a new thermal coupler. The second time I used them, I actually had to purchase a replacement of the Valor gas fireplace a year later. It cost over $2,200 in 2014 plus another $400 for installation. Now, this January, 2017, the gas valve needs replacing and it is no longer under warranty. I ordered the valve over 2 weeks ago and it STILL has not arrived. They claim it is due to the snowstorms, but my UPS, Fedex and US Mail have no problem delivering, so I can't understand what they are doing. So far, I have been MORE than disappointed with this place. I would not recommend them for service OR a purchase. read more

This is an update to my earlier post. Our fireplace has emitted a strong odor since it was installed. We called Sierra Hearth and Home several times and they told us that it was the Jypsum (SP?) board that surrounds the fireplace and the glue from the board emits an odor. It did not make sense, as this is a strong smell and does not smell like glue or wood. We did not use this fireplace much over the first few years, due to the strong smell, especially at start up. Finally, we had another fireplace store come and inspect the fireplace. He said it was installed incorrectly and vented into the room. It was a hazard. I feel really lucky that this did not kill us or the pets. There is really no excuse for this from any company, especially given that we called them a number of times and they would not even send someone out to check out their shoddy installation. DO NOT DO BUSINESS HERE. I KNOW THEY ARE THE ONLY SHOP IN THE AREA. read more

Absolutely terrible, there is NO customer service after they have your money. I purchased a Jotul 3F because it is the only back vented product available, it also came with a short-leg option that was necessary for this installation. I paid for it and had it delivered, but decided to save about a $1000 dollars by installing it myself, so it ended up sitting in the garage for two months before being installed. When I tried to put the short-legs on, though, they didn't fit. Knowing that I was already in a disadvantaged position, I was as helpful and polite as could be. First, I scanned the flat surfaces of the long-leg and short-leg so that the I could show the difference in an email, but there was no response. Then a couple of days later, I went to the store to talk to them in person. They immediately started to claim that there has never been a problem before, but they could not deny the different sizes because they had scan that I sent them, so they reluctantly agreed to call the sales representative. After a week of waiting, I called them for an answer. They insisted that I had the right legs and that they would reorder it for me, but I would have to pay for another set, $100. That was obviously unacceptable, so it went back and fourth for another week or two as I tried to get them to resolve the issue with the sales representative. During that time, the store owner refused to take my call, but answered the phone a half-hour later when I called back, so he was reluctantly forced into it. It didn't make any difference, though, so it was clear that the problem started with him. About three or four weeks after discovering the problem, it was obvious that they were not going to help, so I decided to press the issue. Still being polite and respectful, I sent an email and expressed my frustration at being forced into cutting the legs of a brand-new stove to make it fit. The store manager sent the following email in reply: "Hello, sir. We have offered you several times to order you new legs, and we have consulted with everyone at Jotul in this regard as to a resolution for us. The consensus is that the legs have not change, and you did receive the correct ones. If you have taken a hack saw to your unit, we are unable to help you at this point. If we order a new set of legs for you, and they come the exact same, you will need to pay for both sets. As far as returning the legs, we have a no-return policy on special ordered parts, there is a flyer that states so on the counter. We are unable to refund you for these legs as they have been verified by Several people that they are correct. I am sorry that you feel as though you were not properly taken care of, but we did try to resolve the issue." This is their response after seeing the actual differences in the part. It is incredulous that after being confronted with incontrovertible evidence that the mounting surfaces are actually different, that they would deny the obvious truth and persist in a flagrant lie that absolves them of any responsibility. Looks like they have a future in politics. As I responded below: "Your store is one of the sleaziest operations that I've had the misfortune of coming across. Be sure to check out the comments I'll be making on YELP." FYI: I finally did a work around by using an additional rotating elbow for the vent. This allowed a small "dip" in the venting that cleared the lintel on the fireplace. read more

We have purchased two stoves here about a year apart. They were informative and kind on our (many) research related visits before we finally made each purchase. They have a wide assortment of stoves; everything from the most traditional Round Oak wood stove to the most modern Jotul gas stoves). They beat the price of the Reno stove dealer, plus they always have at least one stove going in the store so you can see how they work. We did our own install on both stoves and we got lots of helpful information from the owner who also had us talk with his installer for some extra pointers. We are off the grid and so had a different installation than most, and they also helped us to research a part we had to make. I would highly recommend this shop. It's a fun place to visit on a cold snowy day - they always have a fire going, plus hot cider or coffee and cookies. In addition to the various (wood burning, pellet, gas) stoves and fireplaces (oh, and barbecues too) the shop is full of cute Tahoe cabin-y decor. read more