Acme Stove & Fireplace Center in Harrisonburg — Fireplace Store in Harrisonburg, Virginia

• Hance Thurston★☆☆☆☆
  a month ago

  ACME's customer service is so abysmal, it is shocking they are still in business. I purchased a stove from them and immediately began having issues with it. When I went in the store, I was told it was only because I was burning unseasoned wood. I described that I had been burning wood for over 20 years and explained how I cut, split, stacked, and measured the moisture content of the wood I burned. Their response? "Well do you measure the moisture content of every piece of wood you burn". Obviously that is an insane and unserious question. I had two different chimney sweeps come out over the course of two seasons and they remarked the chimney was perfect, no evidence of burning unseasoned wood. I provided this documentation to ACME and was then told that it was an issue with Jotul, and I would have to work with them to get resolution if there was in fact a problem. Jotul offered no help and I asked ACME to advocate on my behalf--since they were a retail representative of that company. ACME's response was that if I was dissatisfied with the stove, then I should purchase a new one from a different manufacturer. To summarize, they are quite friendly and helpful if you are trying to purchase a stove, but that veneer quickly disappears the instant there is any problem. They do not stand by their products and are dismissive and condescending when you seek help. Please avoid this place for your sanity's sake. If Harvard Business School wanted a case study on how to lose customers and kill a business, few would make a better case than ACME. Update to response: If you would like to litigate this publicly, I am happy to. I did get a replacement part under warranty—which did not resolve the issue—but you recall it was only after I reached out to Jotul directly that this occurred, not because you advocated on my behalf. In fact, it was not until I contacted the president of Jotul NA that the warranty was approved. I can certainly post the email exchange here that demonstrates this. The only thing I have gotten from ACME is a poorly functioning stove and a fair amount of condescension.

• Deb Crank★★★★★
  4 months ago

  We love Acme been a customer for close to 25 years. Sean L is awesome. We are setup for annual maintenance and he is professional, fast, and we look forward to seeing him. How many customers can say that? We are on the countdown to 2026 appointment. TY Acme for employing the best!

• Chris Wheatley★★★★★
  5 months ago

  An update - after the final install, the unit looks fantastic. ACME has been out several times for general servicing of the unit, and once to resecure the chimney pipe after a very strong gust front wind (70 mph) blew it half off. Very happy with the unit and service (thank you, Sean).

• Christian Early★★★★★
  a month ago

  Shawn is fantastic. He serviced the Jotul gas stove and got it working perfectly again. Highly recommend. It’s nice to deal with people who know what they are doing.

• Erica Dorsey★★★★★
  5 months ago

  I ordered a small woodstove to be installed as a new feature and a larger propane fireplace insert to replace an existing ventless unit. I easily decided on the units thanks to the knowledgeable staff inside the store, good variety of options, and fair pricing. They met the timeline promised and the process was beyond my best expectations. The smaller woodstove was placed first and it looks beautiful! Once we removed the larger old insert and were ready for them place the new unit, Chad and Peyton alerted me to significant water damage inside my chase. It was so bad that a new corner post and plate needed to be cut and set to maintain the integrity of the chase. I prepared the repair materials as best as I could and set out to start the repair. When they returned the next day to complete the job, I asked them if they could give me about 30-45 more minutes to complete the repair and if they would allow me to use their harness so I could access the rotted out corner. They insisted I allow them to do the wood repair for me so I wouldn’t have to be placed in danger. These two fantastic men lowered themselves inside a 100 foot tall chase, hanging 50 feet in the air from a harness in pitch blackness with spiders, rusty nails and a dead snake surrounding them. I’m so grateful I didn’t have to get in there!! They fixed my chase and then finished their install within the day. I cannot thank them enough for doing this as it was above and beyond. What an outstanding company!!! I can’t overstate how impressed I was with this project evidenced by Chad and Peyton’s dedication and commitment to delivering a complete and exceptional finished product, despite all obstacles.

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