Bought a Heatilator fireplace insert for my new home in the fall of 2019 and have used it for less than 100 fires. Now, the bottom piece (hearth refractory) is cracked and they are telling me that it isnt covered by the warranty. Parts and labor will be close to $400. I do not recommend Heatilator or Fireside Hearth and Home. How can a fireplace be designed to last for less than 100 fires?UPDATE: I appreciate the owners response but this is not a hairline crack and the refractory will have to be replaced. I also appreciate the offer to install a new refractory IF I pay for the part. My question is...how can you continue to sell a product that doesnt last more than two winters under normal use without requiring major repairs?? Who is standing behind this product? Nobody. **BUYER BEWARE**. If you are going to use your fireplace for actual wood fires, do not buy a Heatilator fireplace insert. I wish an expert at Fireside Hearth and Home would have told me that when I went there to pick out my fireplace insert.

We honestly thought that we would have to replace our family room gas fireplace after 13 years (its the most used fireplace in the house!) We had even started to prepare ourselves for that large expense. When the two gentlemen came to check it out, they were incredibly professional, very personable and knowledgeable. They listened to our concerns about how it was not working properly (it would turn on and then turn off after a while or not even turn on at all!) and were genuine in their service call. They cleaned the entire fireplace out, checked the output from the pilot light and even rearranged the logs with more embers to make it look fresh. They even shared what else we could do with the switch on the wall (replace it) if it turned off during use again before calling them out for another service call. The switch installed by the builder 13 years ago wasnt meant to last for long use with a gas fireplace. They were very efficient, quick and even used the coupon from the website when I mentioned it to them. Great service and will definitely call them again in the future if we ever have a problem with either of our fireplaces! Highly recommend!

David T knows all about the fireplace. His work was quick, careful and extraordinary. He even tolerated my stupid questions. A terrific personality and very friendly. A great asset to your business!

Fireside Hearth & Home came out to fix my fireplace. I had called because our fireplace had turned off after 30 minutes of being on. The tech was extremely friendly and knowledgeable. Luckily our fireplace just needed a good cleaning. It works again!

The technicians did an excellent job, they were very professional, friendly and helpful.We are very pleased with the service we received.

They have a good selection of doors and fireplaces but their prices are a little high. They have a friendly and helpful staff that will work with you to help you.make a selection.

We bought a New to us home. We called to have an inspection in JAN (when it was Winter) 2 guys come out - look for a model number on the insert - because it was bad. I ask if we can pay them for the service call and am told we will get a Bill for the estimate. NOTHING Until April 24th (spring) when the collections person calls.At this time I told they tried to reach me several times to no avail (once a month for 3 months) . The fun part of this, I own a business and answer EVERY PHONE CALL 24/7.So we paid them and are moving on.

If you are remodeling or building new, you have to stop here.