Eric and his team member did a great job. Prompt, quick service, friendly and gave us good advice. Highly recommend.

I am a long time customer of Top Hat's. I bought my stove from them and had the chimney lined with them years ago. I've had yearly chimney sweeps and small repairs ever since. The guys coming out to service the chimney and stove have been stellar. Unfortunately, I just tried to get some family members who are new to the area lined up with Top Hat on the phone and a guy named Ron was completely irritating. He was impatient, curt and wouldn't give me the information I needed without an attitude. I asked for list of measurements and photos my family should bring in to allow them to determine what could and couldn't be done and he refused to do that (because no one could come to their house to make the determination??) I am close to never calling Top Hat again for my own needs. I'll certainly check elsewhere for what my family hopes to install. read more

We have owned our wood stove for almost a year. We absolutely enjoy our stove. It was a great investment for us! This was our first 'sweep'. Brandon was very helpful in explaining ways to help have better fires with less creosote. He was thorough with the cleaning and answered any questions I had in a way I could understand. Thank you Brandon, see you next cleaning! -Jami read more

Had a appointment three months out , they called a week before wanting it a day ahead? ok sure I'll change everything around. Well the day comes and no show no call until I decide to call at work and they lie to me saying they got ahold of my husband saying it's okay .... nope that didnt happen. They told him there guy tried to get a hold of us but know one answers. Well that never happened either. Pretty shity way to run a business!!! Just a fyi read more

Called the store because I had questions about a product, and this guy named Ron had the worst attitude. Totally unprofessional attitude on the phone. Won't ever bother him again. That's for sure!! read more

We've had Top Hat service our fireplace twice now, they always provide honest service, even if it means we don't need another chimney cleaning for 3 years. Both service techs have been conscientious of my new house and when they carry in materials are careful of how they carry the vacuum and buckets and where they set it down. No mess is left! Very happy with the all around service they provide. read more

A tremendous experience. Highly recommend. Gary, the sales person to Ben and his team for build out has been a joy. Pleasant and courteous people I would welcome again in my home. Waiting now for the stacked stone installation. This a gift to myself for years of loving care to my parents, the last laid to rest last October. Lovely. read more

Stopped in one weekend and talked with a representative about replacing a wood fireplace. They where knowledgeable and friendly and helped set up a date for a visit and estimate a week later. The estimator who came was on time and went over options, concerns, etc - no complains there. So why a 1-star review? I am unable to get an estimate from them. I have contacted them multiple times asking when they will be able to provide one and I got answers such as "I will try my best to get the quote done by today." It's about six weeks later and nothing - they have not even responded to my latest email (sent over a week ago). If getting an estimate from them is this difficult, I would be extremely concerned about their service and support following any work they do. Needless to say though, I'm not going to find out. read more

Trying to actually get a quote for a fireplace insert and sleeve replacement has been horrible. Promised two separate dates to receive an estimate and they met neither. I was promised callbacks and emails that never occurred. If they can't get a quote out, I can't imagine how horrible their service is. My advice is to steer clear of this company. read more

A very poor customer experience - If you are looking for company that puts the customer first and has a customer centric focus, choose another company. They are a transaction focused business. The products they offer can be purchased at a number of other outlets who will do the same work, for the same price, who will actually value the customer experience. The lack of communication between the sales team, install team, and scheduling team will leave you bewildered as you hear conflicting information requiring you as the customer to follow up to get basic information such as an installation date, what time to expect the crew to arrive, how many days the install should be etc. On our install date - we had to walk through the revised dimensions with the install crew because changes requested one month prior to install were not reflected in our file. The lack of communication continued as the install team did not communicate to the sales team that the depth was reduced and when the salesperson "emailed" me (note: didn't call to ask "how do you like your fireplace") with the final bill - the amount was incorrect and I as the customer had to correct their own miscommunication. Scope of project: They framed out a 6ft by 8ft wall & did stone w electric fireplace read more

Bought fireplace insert and had it installed. Easy company to work with, installers did a good job. I asked for TopHat to coordinate the electrician, that went well smoothly at a reasonable price. I recommend TopHat to other people read more

If a man answers the phone and doesn't give his name, prepare for a nightmare interaction. His only goal is to tell you he can't help you and someone will call you back. He is passive aggressive. Yesterday I called and I told him his service was making me reconsider hiring them he said "OK" and hung up. However, if you can get past this man the company seems really nice. Becky is very helpful. Dale was great when he cleaned our chimney. He recommended some service but let us know it wasn't urgent. He really took the time to understand what we needed help with and gave quality answers. I don't think the rest of the team makes the rudeness of the first unnamed man worth the experience. read more

Excellent service. Knowledgeable staff. Timely and communicated well about completing the project. Great customer service and would highly recommend. read more

We got a nice pellet stove at a decent price, but I wish we would've gone with a different company. Once they have your money, they don't care about your experience. The communication was terrible and the follow up was mostly done by us, having to check in. The hearth pad that the stove sits on was too small for our area due to a measuring error on their part, but since I signed the proposal that's what we were stuck with. I received a change order proposal for $500 for them to come and put in the correct size hearth pad (which should have been installed in the first place). When I spoke to the store manager about our issue, he offered 50% off labor which still would have cost us about $350. Laughable attempt at making things right. We ended up exchanging the hearth pad and installing ourselves. I expect more from a company when you spend $4,000 with them. Go elsewhere! read more

We purchased a new Woodstove from Top Hat in Fitchburg. They had excellent customer service. The price was in are range. When they came out to install it Ben and Ron showed up and where very professional and friendly. They explained everything to my husband and we are very happy with the work. Bring on Winter we are ready. Thank you for a great job. read more

We had Top Hat install a Jotul wood stove insert and chimney back in 2006. They were very professional and did a great job. We've had no problems and use the stove as our primary source of heat. It's been a great investment and the staff were very helpful in providing recommendations on the type of unit we needed to heat our home. We burn about 3 full cords of wood a year in it and have absolutely zero complaints. Would definitely purchase through them again. read more

Top Hat - Heidi sleeping in front of the fire - Fireplace Services Near Me - Madison, Wisconsin

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Tried to get a quote for a wood stove pipe repair. The person from Tophat came out to the house, climbed up on the roof, took measurements and photos. Was told would get back with estimate. Never heard back, so called and was told a message would be given to the person that came out to the house. Still no reply from them. Must be nice to be overwhelmed with business that they really don't need any new business. read more

Tyler recently came to inspect and clean the chimney for our woodburning stove. He was prompt, did a great job and even made a small repair to the chimney that a previous company's employee had caused. Would highly recommend using Top Hat for service! read more

We got a nice pellet stove at a decent price, but I wish we would've gone with a different company. Once they have your money, they don't care about your experience. The communication was terrible and the follow up was mostly done by us, having to check in. The hearth pad that the stove sits on was too small for our area due to a measuring error on their part, but since I signed the proposal that's what we were stuck with. I received a change order proposal for $500 for them to come and put in the correct size hearth pad (which should have been installed in the first place). When I spoke to the store manager about our issue, he offered 50% off labor which still would have cost us about $350. Laughable attempt at making things right. We ended up exchanging the hearth pad and installing ourselves. I expect more from a company when you spend $4,000 with them. Go elsewhere! read more

Top Hat sent Kyle and Colton out to inspect and clean chimney and woodstove and the chimney cap, which needs repair. Both are walking advertisements for the quality of this company. They were efficient, well-informed, and courteous about the inspection and results. They took time to explain what the repair of the chimney cap would require and how to use the woodstove catalytic converter. I absolutely recommend this firm. read more

I love the gas stove I bought from them. However it has a problem this year. I have called several times over 4 weeks to try to get on their service schedule. I understand it is a busy time of year but what I do not understand is why I have not heard back from them at all (!!!). If they had called me back and told me that they can schedule me 2 months from now I would be less frustrated. They certainly need to work on their customer service!! read more

This place is kind of a cluster. They do great - no the best - work, the sales and service folks are really really nice, and the merchandise is high quality. I think there is one bad apple who is in charge of scheduling service and that bozo takes off two stars. Make your appointment early, anticipate that the date and time will change at least once, call to confirm on the day of and, make sure they have the appropriate equipment and a tall enough ladder. read more

We got a gas insert installed, with great help selecting the model that seemed best for the size of our space. On installation day, they were done in a few hours, and the place was cozy and warm for the party we were having that night. The whole process was very well managed. read more

We have been using Top Hat since installing a Kingsman fireplace in our basement in 2005. We later added another, larger fireplace upstairs in 2012. Their installation crew, plumber, and service crews are friendly, knowledgeable and keep your house clean when performing maintenance! Prices seem competitive with other fireplace stores in the area. I highly recommend them. read more

I called to have my chimney inspected and a quote on a new chimney liner and . they came out never looked at the chimney did a couple quick measures and left ,I never heard from them again. I sent a letter saying I was disappointed in their service again no reply's. this is just my experience but if its helps someone be a little more informed good. I would pass on this company unless you have a bigger project they can make more money on then they might give you the time of day read more

Top Hat could have avoided this bad review if they had responded to the written feedback that i sent them.

This is an example of everything customer service should not be. We hired this company to put in a very specific gas fireplace with a remote controlled damper. The fireplace and gas were already installed. After a few 8 hour days, they couldn't make it work and had to take it out and install a regular gas fireplace with remote controlled lighting. That was 2years ago. Last year, the remote stopped functioning and we lit it by hand because the company (when they would answer their voicemails) couldn't manage to schedule a service man. This year, it ceased operating completely and after 2 months a service technician finally came. He was here twice - we had to call repeatedly- and still it isn't fixed. They told me (after speaking to the owner) that they guaranteed it would be fixed this week. It's Friday. No phone calls from them. I called today and all I get is voicemail that no one answers. Their customer service is abysmal. Don't hire them. Really, it's 0 stars. BTW, they are friendly, just incompetent. read more

Wood stove install went awesome and love it. Went there in late August to inquire about getting a wood stove. They came out the next week and took measurements. Then came troubles. I called AND stopped in the store every week FOR TWO MONTHS and couldn't get a estimate!!! All voicemails and inquires were ignored. Finally talked to a different sales person, told my story and he expedited the estimate. By now we were in November and they said they were booked till Jan/Feb. I then emailed someone in the Baraboo location told my story and they expedited the install. Fast forward to the cleanings. Had one done the first year and went well. They tried to sell me on a annual cleaning but denied it. They still called me a year later saying they were coming out for a cleaning in a week. Called back saying to please don't come out. They still did!! Called to schedule a cleaning last fall, they were booked solid but got me in November. Sure enough they called the truck broke down and they rescheduled for three more weeks out!! It was literally well over two months for just a 30 min cleaning!! All in all they have a monopoly on the best stoves in the area. They do great albeit pricey installs and services. Their customer service and communications can be really bad depending who you talk to. Good luck if you do go with them. Clearly I am not the only one who has had trouble with them. read more

In November 2014 we had someone out to the house to discuss options for our house fireplace that we wanted to turn into a woodstove area. We were told there were some options, discussed them in detail, and was told we'd be receiving a quote in the mail. Never got it. I emailed the contact twice - no reply. I then called and talked to the person that was out here, TWO MONTHS later, and he gasped - saying that he forgot and a quote would be sent out via email immediately. That was a month ago and guess what never happened. So my conclusion is this company is deceitful and has zero follow-through with customers. This is horrible work ethic. I strongly recommend AGAINST giving this place your business. read more

We just had Top Hat to our house to inspect our fireplace because another company said it was warped and needed to be replaced. Top Hat found nothing wrong with it and didn't charge us for the visit. Thanks for the honesty! read more

Hired Top Hat to install a gas fireplace in our newly remodeled basement. We were on a tight timeline and they bent over backwards to make things work. We asked a lot of the salesman/project lead and he always accomodated us effortlessly. The installers were timely, professional, and knowledgeable, and did a great job. I would work with Top Hat again in a heartbeat... and the new fireplace is fabulous! read more

We stopped into the Baraboo location in early October 2016. Discussed in length options for replacing our 20 plus year old wood fireplace. Kyle took time to educate us on what would work best for our replacement. The estimator came out to our home approx 2wks later to take measurements so we could get a quote. Three weeks later, we still did not have our quote. I emailed. No response. I called. Spoke with Kyle, he apologized to no end and said he had no excuse why our quote wasn't done. I was understanding as I know how busy people can get. He told me he had about 10 other quotes to work on and would be working on them over the weekend. This was early November. My husband called about 10 days after I spoke with Kyle and left a voice mail message. He got no response. We have decided to go with another company for our new fireplace. I feel for the people that work for this company. They take the time to do there job, then Kyle drops the ball and doesn't do his. Not good business. There are other companies out there. read more