New England Hearth and Home — Fireplace Store in Canton, Massachusetts

• Claire Baugher★★☆☆☆
  4 weeks ago

  I recommend asking for photos of your chimney post installation. NE hearth and home did not disclose that the chimney would be left exposed after installing the insert, and separate contractors are needed to properly cap the chimney. This did not even come up until I hired another company to fix mortar on my chimney, and they sent videos of holes left in my chimney cap from NE Hearth & Home. The owner refused to caulk the holes that they made in my chimney cap, and Larry claims he had informed me that the chimney would be left exposed post installation (which I do not recall - they told me I only needed to work with plumber and electrician separately). Mario the installer was a pleasure to work with

• nbdoc★★★★☆
  2 months ago

  Update: Had a phone call from the owner of the company. He took my complaints very seriously. Justin came back, he identified some issues with his installation, ordered some new parts, and fixed the issues. Both fireplaces are now working the way they should. The owner called again, and confirmed that all issues are resolved. Glad this story has a happy end. This place is a disaster. Larry is selling stuff he has no clue about. he has no idea what optional features do and whether they will work together. The worst however is their installer Justin. Besides the fact that he never returns calls and never shows up when scheduled, his work is horrendous. The fireplaces were installed out of level, and the exhaust pipe on the roof was crooked. He never showed up to fix those issues, we had to take care of them ourselves. He finally, after months of calls, showed up to finish installation. One of the two fireplaces seems to work, the other one stopped after 20 min. So far he has not come back, and ignored all phone calls and texts. Per advise of my attorney will probably file a complaint with small claims court. Do yourself a favor, stay away!!!

• Allyson Cormier★☆☆☆☆
  4 months ago

  I do not recommend purchasing any gas fireplace insert from this business. We purchased two years ago and from the beginning had issues with our gas insert fireplace not working correctly. The first year, the fireplace was still under warranty and they came out several times, but the problem continued (glass fogging, pilot light continuing to go out, difficulty re-lighting or inability to light at all requiring service on it to restart, odd odor). The second year, the fireplace continued with these issues and after many conversations with Larry, who sold us the insert, he continued to indicate everything was fine must be something we were doing incorrectly or that we had insulation in the chimney causing us these issues/odor. We paid for two independent outside chimney companies to take a look at our insert, both of these companies indicated to us that our fireplace insert was installed incorrectly, which was causing all of our issues. We brought this up to Larry and provided the documentation from these two chimney companies with their recommendations of what needed to be fixed and Larry continued to indicate it was installed correctly and refused to fix the faulty installation of our insert. Larry then ignored all of our emails and calls about the concern. We had to pay one of the chimney companies to completely re-install our gas insert so that it was properly ventilated and our insert has now been working properly. We later learned that this business does not have an in house gas insert installer and use varying contractors to install these with apparently not enough knowledge to install or properly ventilate them correctly. Never mind the possible fire safety issues this could have caused. Very poor customer service if things go wrong and they will not do anything to help and just blame the homeowners. Buyers beware.

• Steve Gilmore★★★★★
  3 months ago

  Larry is fantastic to work with. He goes above and beyond to help. I called him and asked for some specific parts. He called me back 15 minutes later (after locating all the parts) and put the order in for me over the phone directly through the manufacturer. While waiting on the parts he helped me source and troubleshoot solutions for a particular part that was discontinued. He sent me owners manuals, diagrams and described a few things that really helped me understand my options. Its just rare to see people who are so helpful these days. The parts arrived directly to my house ahead of schedule, got them installed and the fireplace is back up and running. I wouldn't go anywhere else, this place is the best.

• Thomas Rosen★☆☆☆☆
  2 months ago

  Called Larry to have two Vermont casting stoves serviced he wanted 800 we settled on 700. I should have done my research on this company before hiring them. So after spending 700 to have them vacuum out these stoves and wipe the glass (which is apparently their definition of service) neither are working properly. One they said they can’t get oem parts for (wish I knew that before they “serviced” the stove). The other stove the tech had going and just said ya hopefully it’s all set just run it. He left the same issues started 10 min after he left I told them they came out again, the tech now pulled the thermostat off the wall tied the wires together and turned the stove on so now it won’t shut off and then he left, leaving the cover for the thermostat on the floor which my dog found before I did. After all this Larry’s telling me he can give me some money off on a new stove or replace my wall cap for 700 because I live by the ocean (which I don’t I live in the woods). So now I’m out 700$ stoves aren’t working but the glass is clean on them. Stay far far away from this guy he’s a thief

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