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Chimney & Fireplace reviews in Mount Horeb

  • D
    The test of superior client service is determined by how the company reacts when there is a problem. I will give the details below - objectively - and you can decide if this is a company you'd wish to work with.
    As mentioned above, we loved our Hearthstone wood burner in our old house so much that we decided to buy the same fireplace for our new house. We asked that Top Hat come out and estimate the work, which they did. We were minorly disappointed with this process as we were asking for the estimater to give us some ideas on where to install the unit, and he only came up with one location - smack dab in front of the large picture windows in the room.
    After thinking about it, we determined a better location for the fireplace. We wanted to make it would work structurally, so we asked Top Hat to come back out and verify the location. The guy came out and looked, but never bothered to poke his head in the attic. We placed and order for a and quot;factory secondand quot; fireplace, at an 18% discount. What we were told to expect is some slight and quot;poolingand quot; of the enamal - basically, some waves or ripples, not to be seen at a distance. We paid for the fireplace itself, and spent several hundred dollars building up a hearthpad with a fieldstone ledge, and slate tile on the wall.
    On installation day, two guys showed up about 9:15. Two guys, with no equipment, were expected to carry a 440 lb fireplace to the second floor of our house. I felt bad for them that their employer would expect that of them. They get the unit in place, and look up in the attic... only to realize the fireplace cannot be installed per the spec. After much diliberation, they found a way to wind the pipe through the rafters; initially they thought it would not be possible to install in that location. We ended up with a silver pipe sticking out of the front of our cedar house; the original spec had it exiting the back, barely visible from the street.
    Then I looked at the stove - it had sevearl large chucks out of the enamel, down to the metal. The installers called the damage and quot;substantialand quot; and the manager on the phone told me that typically the factory doesn't sell units with that level of damage. He said they'd and quot;make it rightand quot; and we determined the installation could continue as scheduled.
    Next, the installers determined the and quot;boxand quot; transition between the exposed and finished areas of the ceiling/attic was damaged. At this point, it's 1 in the afternoon, and the store is 15 minutes away. However, the installer told me, and quot;I'm not working until 7 to get this doneand quot;, do he decided he and his partner were done for the day. They left about 2:00, after cleaning up. I asked if I could expect to see them tomorrow; they said they had other jobs to do. I asked they come next Tueday (my husband was off work), and the manager told me no, they were booked Tuesday but could come out Thursday. He said they like to keep the same crew on the job.
    So we took another day off work, and they were here on Thursday for the install. Different crew. So I'm not sure why Tuesday or the following Tuesday wouldn't have worked...
    In summary, we received a severly damaged product, the unit was installed with a chimney on the front sideof the house so we have a gleaming silver chimney, and when the mistakes were caught, the Top Hat guys were more interested in geetting home than fixing my probem. I had to take add'l time off work to accodate their schedules. As a result, I asked for a 10% discount of $550. And they squawked. I ended up with $300 off and an agreement that they will come back with touch-up paint.
    I don't believe the compensatoin for the damage, placement of the fireplace, and inconvenience of time was fair. As a result, I am warning others of the service the provided to us.
    - Jenny H.
  • A
    Very professional, didn't try to talk us into extra work like another company did. On time, very good price compared to the competition. We'll use them in the future for our chimney sweeping and on going house maintenance (since we have a brick house).
    - dan f.
  • B
    Timely returned phone call and helpful estimate. Workers arrived early in a.m. They got the work done before noon.
    - Laura B.
  • A
    Great, exactly as expected
    - Andrew F.
  • A
    Still waiting to have the capping done, but is related to when the bats and swifts leave
    - Jackie S.
  • A
    - Tammee K.
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Chimney And Fireplace Contractors in Mount Horeb

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