Fireside Hearth & Home – Newport News — Fireplace Store in Newport News, Virginia

• Rick Harman★☆☆☆☆
  a month ago

  Purchased an insert on September 11th. Was advised by the sales consultant that they don’t install but work through a reliable outside installer. After the sale I was told the unit would be in within 10 days to 2 weeks. Meanwhile, I reached out to the installer as I had his information. Turns out the installer work somewhere else full-time, and I have difficulty reaching him. After a number of tries and six weeks he came out and did the assessment of what was needed to install. I subsequently reached out to the plumber and electrician to have the site prepped. The actual cost to have the site prepped was a good deal more than what I was advised. There was never any notification of when the unit came in. Independently I determined that it had by calling my sales person. The unit was installed in early November on a Sunday. The installer advised it would take 4 to 5 hours we had plans and we had advised we had plans to leave by 3:30 that day to go to a family event. It turns out that it took until 430 or seven hours to install and one of us stayed at home. It might be important to note that there was never any apology on any of this. The cost to install was $1200. The plumbing was $200 in the Electrician was $425. Add this to the cost of the unit which was $4692 and you spent a lot of money. we use the unit multiple days see perform well until early December and now the unit will start and then stop. It will not hold a flame. I called my sales person and left a voicemail. I called the installer as well. Do you sour told me he didn’t remember me he gets thousands of phone calls. Once I identified myself properly, he said he would call me since he was working at his regular job which is UPS by the way he would call me in the morning it’s 1149 as we speak. I haven’t heard a word. I called the company headquarters and was told the branch manager is out of town until Tuesday and no one is there to talk to me I did get the branch managers, phone number and name just a first name by the way not a second name And now I wait. You have to ask yourself is this a company or organization that you would want to do business with I’ve got the answer

• Joe Pankoke★★★★★
  2 weeks ago

  Duran came out, found the problem with our gas logs and ordered the part. Fast, friendly and professional service. Looking forward to having our logs operational again.

• Travis Charlton★☆☆☆☆
  3 years ago

  Scheduled an installation for a blower, they confirmed it for a holiday install. No one ever came. I had to reach out to reschedule, they claim they forgot to call and move me ahead of time, didn’t make it a priority and rescheduled me for a month later. The second install day I received a call from the technician that they were on their way, but again- no show. Called the office to figure out what is going on and still no call backs after 2 weeks. How do they stay in business?

• bertie henick★☆☆☆☆
  4 years ago

  We built a new house and the very first day we moved in, the gas fireplace they installed did not work so I called them. They could not come for 5 weeks and when they did, the time estimate was 9:00 - 5:00.... so I had to spend all day waiting. They would not even agree to call me an hour or so before their arrival. The technician came and actually just left without saying anything or even telling me he was leaving. When he walked outside, I thought he was just going to get something out of his truck but he left. I called the office the next day and was told we broke it and it would cost over $600 to get it working... and it would be another 4-6 weeks before they could come back. I asked for more information about what was done to it for it to "break," but I just kept being told it was tampered with. (We did not break it or do anything other than try to turn it on, but we have no choice but to pay them if we want a working fireplace in our new home.) They provide very poor service and are very unhelpful.

• Ron Carkner★☆☆☆☆
  2 years ago

  WE WOULD NOT USE THIS COMPANY A SECOND TIME From Williamsburg, VA. One of our gas fireplaces installed by this company a few years ago would not ignite. We changed the batteries in the remote and one box in the fireplace not knowing that there was a second set of D size batteries hidden under one of the logs. In fairness, Fireside in Newport News advised there would be a $275.00 minimum charge to come out and assess the problem when we first called. The tech came out and within five minutes discovered the unknown set of batteries was dead. He did not even have a working set of the correct size batteries to correct the problem. Fortunately I had a set of D sized batteries to test out the system and which are now installed. While we agreed to the $275 charge before service we think this was very high and the tech unprepared. Customers in Williamsburg, VA have TapRoot right in town which we did not use only because Fireside had installed our fireplace.

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