Flagstaff Hearth & Home — Fireplace Store in Flagstaff, Arizona

• George Mayer★☆☆☆☆
  2 years ago

  I initially called this business because they previously serviced the home I purchased. When I called, I explained that the damper wouldn't close on the chimney and I was looking for a bid to get it fixed. The woman I spoke with scheduled a technician to come out the following Monday. Later, I received a call that they wanted to reschedule to Wednesday to make it more en route for the technician, which I easily accommodated. The technician came, pushed the flu in fully (which was not done because I'm not very familiar with fireplaces) and then left. The entire visit was 90 seconds. About a week later, I received a call asking for a $150 service call fee. When I originally called for the estimate, nobody mentioned anything about a fee or how much it would be if there was one. I mentioned to the receptionist that I would be happy to meet in the middle and pay $75 with the understanding that there was no disclosure to me about any fee, but she was unwilling to accept this as a solution. I asked if I could speak with the owner, but she said that that would not be likely. In my business, some of my services are free and some aren't. If there's an instance where I didn't disclose a charge, that would be on me, not on my customer. I'm writing this review because I'm concerned that future customers could be hit with an undisclosed fee and I want them to be cautious of calling or doing business with

• Kala Laos★★★★★
  11 months ago

  Troy was SO helpful! He got us all set up for our outdoor fire pit, even recommended an amazing plumber, and the appropriate materials. Saved us a bunch of cash too. Thank you!

• Alissa Rawlinson★☆☆☆☆
  2 years ago

  HIGHLY dissatisfied! They performed and charged for "services" that weren't consented to. Claimed to have sent an invoice to an email, that we NEVER received and they are holding us to the OUTRAGEOUS charges. The charges DID NOT match the scope of work that was done and they are UNAPPROACHABLE and not willing to discuss. Reported to BBB. To top things off, the person they sent out to do routine maintenance was unprofessional, vocalized his hatred for working on pellet stoves, and left a sticky mess on my new floor with whatever chemical they were using. Take your business elsewhere!!

• Aaron Luckey★☆☆☆☆
  4 years ago

  DO NOT USE! 2 years ago, Flagstaff Hearth and Home serviced my fireplaces, did a great job. Now, I have tried to schedule 4 times in the past month and have not had anyone come out to service. The first appointment I set, a few hours after the scheduled time, I was told that the owner had come out and no one answered the door. I was in my house and did not hear the doorbell and was told he called, he did not and I did not have record of the call. I mentioned that and tried to reschedule. They did not show up the second time. The third time I scheduled no one showed up and I called an hour later and spoke to a different person. A gentleman named Bart. Now Bart was kind enough to let me know that I was mysteriously not on the schedule and scheduled me for the next week. Now it is that day and no one comes, I call and only get voicemail until about an hour after the appointment when I talk to Bart and he informs me that I was taken off the schedule by the owner because he didn't like being called a liar and would not be taking my business. So I was strung along for more than a month and not informed of a decision to not give me service. Not only did they fail to provide service, they did not inform me of their refusal of service, which refusal of service is their right, then let me keep making appointments knowing fully well they were not going to honor that and keep their word. The owner is being petty and thin-skinned and his word is worthless. Do not use their service if you value your time.

• Ro Music JT★☆☆☆☆
  5 years ago

  Twice they scheduled appointments and didn't show up. On the 3rd try I got frustrated and demanded they find time since I had someone there specifically waiting for their technician's arrival. I argued with the owner and he decided instead to cancel my service and refused to refund my parts deposit. I referred that to my credit card company to handle.

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