We had an appointment this past week with Acme Stove to repair our gas insert in our fireplace. Their service tech, Daniel Hague, arrived on time and was here for a period of time making the needed repairs to the insert. He laid out his work cloth over the work area and a bit beyond to ensure he maintained a safe and clean work space while dismantling our gas insert. He explained the parts needed for the insert and their cost. Soon after, he had our fireplace working in short order. Good job Daniel. Mr. Hague is a asset to your organization. I will contact Acme again when needed. Best, Bryant read more

Approximately three weeks ago, I was in the Rockville area on Goodie Drive. I saw a fireplace installation company just off of Gude Drive and went in toevaluate the possibility of having an electric or gas added in my home. I was greeted with great enthusiasm and had an appointment set up right away with the head installer. This gentleman came to my home approximately a week later as scheduled and gave my wife and I a great tutorial on both the electric and the gas inserts .Prior to leaving he indicated he would sent information on pricing and the ins and outs of electrical versus gas powered fireplaces. Since then I have been unable to reach this individual at the worksite of Gude Drive and ,in addition ,the part owner or owner has promised to call me to answer my questions if the installer who first came to my house is not available. Neither the gentleman who came to my house or the owner/part owner have found the time to return my call. What business is so out of touch that it cannot provide information for a customer who initially was the recipient of great customer service. I am at a loss to understand the 180 degree sudden, non existent customer service At best because of the total lack of communication, I can give no more than one - two stars. Initially things were great and then it all went sideways for what reason I do not know. The business is Acme stove and fireplace installation in Rockville Maryland just off Gude Drive. I have the names of the two principals involved but divulging their names serves no meaningful purpose at this point. Would just like to know the "why" of what( didn't ) happen! Odd. read more

Impeccable guidance and service; thanks to their hard work and flexibility I was able to get my energy efficient wood stove installed just in the knick of time to get the expiring 2025 tax credit before the end of December, under 2 weeks. Patient, kind, knowledgeable. Absolute pleasure to know and work with. read more

Contracted with company for a wall heater, I paid $2,669..96 in February. The said it would take 6 weeks of the unit to come in. It now October and they have no idea when it will come in. Whenever, I called they said someone would call me back in 20 min and I never hear from them. Poor customer service and follow through. Dishonest. In August they told me the owner company would call me and I'm still waiting. No one is ever available. in the office when you call and they never return your call. Don't use. The deserve zero stars. read more

Good experience. Helpful staff and overall a very fast delivery date on my fireplace thanks. Ceo -Aztec home repair llc read more

Acme Stove - Gas fireplace - Home Decor Near Me - Rockville, Maryland

TERRIBLE. Order a wall heater in February and they told me was the manufacture had one available and I would receive it in about 6 weeks. I than gave 2 deposits and never received the unit. I called several times and was always told someone would call me back. However, that never happens. I asked to speak to the owner in August and am still waiting for a return call. Everytime I call he is out of the office. In August a the manufacture sent a broke machine and than again I didn't hear anything. Finally at the end of September, they said they had to wait until a second person order the unit before anything would be done. I asked of a refund at that time.They told me it would take 2-3 days. Now in November, they had not processed the refund. Again I asked to speak to the owner and naturally he's not in. read more

We just purchased a new Napoleon gas grill from Acme! The whole process was great...from selection to installation! The grill had to be a certain size to fit our already existing space. Acme was able to give us several options until we found the perfect solution! We LOVE our new grill!! We have also used Acme for our gas fireplace maintenance and they have been a home run! We use our fireplace almost everyday in the winter now that Acme cleaned it inside and out and put it on a remote! It's beautiful and easy to use! read more

This business is awful. Our fireplace does not work. They don't return e-mails or phone calls. Several employees have left recently. Jesse was the one good person but he left the company. Their service department is overwhelmed. We are considering whether to sue them at this point if our fireplace is not fixed. read more

AVOID THESE GUYS! I was in the shop in Rockville with ideas on a custom screen for a newly installed gas fireplace. I emailed them, left voice mails but never received a call back or a reply. The next week I went to a competitor equal distance from my home and received a proposal for flush fireplace doors that I am about to accept and plan for installation in late March. read more

Do not hire these people. OMG. First, they do not keep their appointments. Their scheduling department is a mess. We had multiple scheduling fails. So, two guys showed up finally and installed the fireplace. They left my house and did not leave the pilot light on for the hot water heater so we all had cold showers the next morning. Called them back to fix it and they did not fix it. We had to figure it out our selves. Fireplace did not pass inspection. I waited weeks for them to call me to fix it and nothing. Had to call them back. They finally came back and did not schedule a re-inpsection. If you want to babysit a bunch of guys who do not know what they are doing, hire these guys. I will be moving on. read more

We are building a house out of state, and the Acme sales person (Mike Taylor) knew we would not be buying from him. Nonetheless he patiently walked us through our many questions and gave good recommendations based on his experience. Valuable advice that we will put to use. Good displays and good advice, hard to beat! read more

Last summer we contacted the Acme Stove Company snd we had a gas stove installed. Best decision ever! The house is cozier, warmer and the living room is really a cheerful place to be now. We use the stove both for warmth and for the ambiance . It's perfect! Installing the stove takes a couple of appointments. There are measurements to be made, the gas line had to be installed and then there's an inspection by the gas company. Plan on installing your stove before you envision using it. You will be glad you took the time to do things right. Oh.... and when the electricity goes out in the next ice storm? We will be comfortably warm. There's a battery back up way of using the stove without electricity! That's reassuring! This is a great group to work with and a prest place to purchase a stove. I would totally recommend the Acme Stove Co! read more

Probably the worst customer service by Sean of any business so far in MD since moving here. All this guy did was want to argue like he was an amateur lawyer, not caring to listen that we paid over $1000 to repair a fireplace that would stop functioning the day after the technician left. No such thing as a warranty as we were concerned and to get an appointment be prepared to wait weeks. There has to be other options out there who actually care about their customers. Maybe this whole closure of businesses will enlighten ownership to step up and care about customer service, warranties and timeliness of appointments. read more

I delayed scheduling my annual fireplace service and then... the fireplace would not go on. The pilot had gone out but we were able to relight that, and yet, we could not get the fireplace to fire up. I called Acme Stove and spoke with Jessie. There was good and bad news - sure they would come out, but the first available was February - it would be a long, cold winter. Then Jessie asked a couple of questions and gave some clear directions. He waited on the phone while we followed them and in minutes, the fireplace was working again! I am very grateful for Jesse's willingness to provided top service by phone and I am happy to recommend Acme Stove both for the service and the quality of their products. read more

Acme Stove provided me with a great product almost 3 years ago, and the service since then has been excellent. The sales staff helped me choose a Heat and Glo gas insert, which has been perfect for my home. The installation crew worked quickly and efficiently and left everything neat and clean. I have had the unit serviced each year since installation, and the technicians arrive on time, work quickly, and leave everything neat and clean. The one time I had a problem I knew it was caused by operator error, and when I called Jesse talked me through the solution in less than five minutes. My fireplace looks great, works well, and keeps me warm all winter. I could not be more satisfied with their product and service. read more

What a nightmare dealing with Acme Stove in Rockville! I spent over $3000. on a gas fireplace in my townhouse, only to have it break down repeatedly. We've been only able to use it about a dozen times, since we bought it just before the pandemic. Acme never could fix it. I ended up in Urgent Care, trying to light the pilot repeatedly, which is located next to sharp metal. Finally, a local plumbing company found the solution. They tested the gas pressure and found it too low. That cost me another $600. Acme seems to care little about its customers. All I asked for is for them to pay the $600. They told me NO, 'case closed.' I will never deal with them again. read more

I do not recommend Acme Stove. They have very poor customer service and ripped me off. Their salesperson Jesse, in particular, is awful and should be avoided. I ordered an electric fireplace through him. After he charged my credit card, he essentially ghosted me. It took over a month for the unit to arrive. Multiple emails to Jesse about my order (at least half a dozen) went unanswered. About the only email he answered was when I said I wanted to order the unit. When I would call to ask for an update on my order because he ghosted my emails, he would say it will arrive by such-and-such date. The promised date would come and go, with no word from Jesse. I would email with no answer. Then I would call, only to get the same line about it arriving on some new date, only for it not to arrive again. Frustrated, I checked other online retailers and they could have delivered the same unit to me within days at a lower cost and with no shipping charges. Acme charged me $300 shipping and it took more than a month. They also charged me $700 to install the unit, which took the installers literally 10 minutes. I had to separately arrange for and pay for the electrical work for the installation and build out the framing for the installation myself. The $700 they charged to install was a complete rip-off that had no relation to the actual work involved, as was the shipping charge. For the extra $1,000 in shipping and installation, I expected at least some basic customer service. I got none. I definitely will not use them ever again, and if anyone I know asks, I will urge them to avoid this company. read more

Old School business, they know their stuff and will be the best price if you are honest with them. The installers and the staff were easy to work with. Sure they could use some modernization in their business but they are what they are and if you are not looking for modern immideate service then go to a big box store. If you want to support small, local family owned business. Then this is your place. read more

Acme Stove - Home Decor Near Me - Rockville, Maryland

Horrible experience. Waited all day for their repairman who was "definitely" going to be at my house between 1-2 pm. At 4 pm he called to say he'd be here by 4:30 pm. It's now 5:30 pm and he called to say that he'd come tonight only if I agreed to pay by check. No credit card because it was so late. Ironic. Puck another place for your repairs. read more

gas fireplace wouldn't lite 2 weeks after a $300 cleaning and service; called multiple times for check back; spoke directly to service personnel; never bothered to return call and schedule a follow up check. Finally had to go to another service for repair - cost me an additional $200! read more

What a terrible business these guys run here. First you wait 4 weeks for an appointment, then you are charged $300, then they didn't fix our problem and came back out 2 days later and tried to charge us another $600. Why couldn't you find the $600 problem the first time? This is the 6th visit from these guys, my call to them has always been "fireplace not working" and as of today and $$$$$ later, in the middle of winter it still doesn't work. What a joke. Dealing with Sean was like talking to a brick wall. He was so argumentative and rude, he was more interested in arguing than finding a solution. Looks like everyone here has the same issue with them. Please reach out to me, I would be happy to form a class action against these guys. read more

Worse experience. They did not finish the job on time. No one ever returns your call. They tell you that you are on the schedule for a service but never show-up. When you call they say you are not on the schedule at all. Worse communicator. Had to call multiple times to obtain updates. Job was suppose to be completed in a day and it took over a month and half to complete. The right hand doesn't know what the left hand is doing. Sells says they have nothing to do with the inspections or installations. None of the departments communicate with each other. Always a run around with no results. read more

Sean Hartnett of Acme Stove has been invaluable in setting up my wood fireplace insert. Sean went to a lot of trouble, invested a lot of time, in finding an insert that would work for my circumstances. His advice has been spot on many times while we were working through options and opportunities. A fireplace is a nice thing to have. A fireplace insert/stove is a necessary thing to have. Dont wait. See Sean Hartnett for outstanding breadth of knowledge and service. read more

Earlier I call the store and spoke with Mike (at the Fairfax location), the owner, who gave me excellent information on a grill that I was looking to buy. I stopped by his shop today, which is amazing, and was greeted right away. Mike answered all my questions and made sure the grill would fit in the back of my SUV (he got out his tape measurer). He also was able to recommend some guys to service my gas fireplace and a guy to service my chimney. At the end of the day, Mike and his staff are great. I will definitely be a return customer. Everyone, support your local stores as they need us. read more

They came in January to fix the fire place. 500$ down and in April and it is not fixed and they wont even return my calls. I am going to report them to the Better B&B. Whatever you do, do not use this company. read more

Have been in the market for a wood fireplace insert, and was amazed at the selection and the knowledge of the staff (especially Mike) at Acme stove. I've been using wood stoves for years, and what they have in this store are the top brands that I narrowed down from online searching, and wanted to look over (nothing like hands on the stove itself when trying to decide which stove to buy). Will post a follow-up review once we decide and have installed. P.S. I had a Mendota gas insert for years in former house, and it was a fabulous gas insert, but have lots of firewood available in our current house. read more

Went to Acme Stove today and was greeted by Sean Hartnett. Sean is a wealth of knowledge about all things related to fireplaces. What a learning experience for us. I would HIGHLY recommend seeing Sean when you are in the market for a gas fireplace. Truly great customer service!! John and Diana Pascoe read more

I waited six weeks for the next available appointment. My gas fireplace was installed in 2006, stopped working. The technician, 'the best ever,' had no idea what the problem was, took pictures for coworkers and promised he'd be back the following week. That was February 22. I still haven't heard back from him, disappeared, poof, off the face of the earth. Never trust someone who claims to be 'the best ever!' P.S. I was charged $215.00 for nothing!!! I want my $$$.$$ back!!! I've called them several times, nothing This company SUCKS! BBB has been notified. read more

I have been very impressed with the patient and helpful support I've received from Acme staff. I went in twice and got great advice both times. Mike and Jesse were very knowledgeable. Good selection, no pressure to buy or write up a service call on our very old existing fireplace. read more

We had get a replacement set of logs right at the beginning of winter - but Acme was very helpful. The best part of all is how Jesse Myers continues to respond to questions and emails, even though it was installed months ago. We just had the pilot light blow out while we were away and, while my husband and I tried to do it and couldn't - at first, Jesse responded with patience and clear directions (MUCH cleared than the instruction book) so that we were able to get it going. read more

Selected and paid for a fireplace insert. Have been trying to schedule a site visit so they can ensure the space is configured correctly and have several months of our architect and builder we still haven't heard back from them. May be worth looking at if you don't have any need for customer service. read more

A while back I posted a rather glowing review of this company. I now regret that. Once Mike Taylor had made the sale, the customer service disappeared. He failed to communicate with our contractor and recommended a person to install the fireplace box who proceeded to cancel the date of the install 3 times. Once he did arrive, he said that the hole in the wall created by the contractor was not large enough for the fireplace box. Our contractor had created the hole based on the dimensions sent by Mr. Taylor. Don't be fooled by a salesman - they are interested in making the sale, not providing customer service once the sale is made. read more

We have purchased two gas fireplaces from Acme and we're happy until we needed service. We scheduled a repair call in November and they weren't able to come for several weeks. They did come and the technician was very friendly and did a great job cleaning the unit ($350). Less than a week later, the fireplace wouldn't come on again so we called Acme to get them to come back out. They said that someone would call us back. I called them 2 more times over the course of 4 days and got the run around and was given multiple excuses. We finally gave up on Acme and hired someone we found on Thumbtack who was able to come the same day. He was in and out in 20 minutes. We have yet to hear from Acme. I would definitely not use Acme Stove. read more

We just had our new outdoor fireplace installed. It looks amazing. We did have some communication problems with the permits involved. I called Jesse, and immediately he spent most of the morning resolving our dilemma. I'm so very grateful, he went way above and beyond. He has been such a pleasure to work with. Thanks Jesse. read more

My husband and I went to Acme Stove in hopes of upgrading our outdated fireplace in our townhome that we are renovating. I don't know much about this sort of thing, so I didn't know what to expect walking into the showroom. We were greeted by a guy named Mike Taylor, who helped show us around and answered our questions. I had a lot of them, too, but he answered them all and put things in a way that was easy to understand. He had great advice, and showed us a series of options that would fit our needs and our budget. Three weeks later, our fireplace was installed. And on a day like today (with the temperature in the teens!), I couldn't be more pleased with it. As another review mentioned, the show room is a little bare. Often times, you're looking at a display of JUST fireplaces, so you kind of have to envision what it would look like in a home. But with Mike's explanations, that wasn't hard to do. I think we briefly met the guy that other reviewers mention, Alan, but he was behind the counter when we were there so I can't comment to his demeanor. But I would definitely do business with Mike again if the situation arises. read more

Tony White at the Fairfax / Merrifield sales office was VERY patient and answered all our questions in a professional, friendly manner. I bought the G-!0 Peterson unit. I have my own installer (a person who also does my gas furnace), so I cannot speak to that. The displays and the way they have the office set up is excellent. They also sell high end grills, etc. read more

Don't go unless you want to be talked down to by the salesman who thinks you don't know anything.

Assessed the problem immediately. Guys were very knowledgeable and communications were crystal clear. Worked with Jesse. Highly recommended!! L read more

What a pleasant experience. Everyone at Acme works together to to try to put together exactly what you want. Really, it's remarkable. It's a one stop, yes we can do that kind of place. Mike and Jesse were just so enthusiastic, they made all my ideas come to life. Who knew there were so many options! read more

I have bought two inserts with them. The first one was a decent experience. The second one has been horrendous. They were obviously quick to up-sell me into a brand new system when I converted from propane to natural gas. They collected the money in full at order and took over two months to call me for install. I had to call repeatedly and the customer service was poor. There is one helpful woman there that seems to care about helping clients, but nobody else I have interacted with (other than the nice service guys that come to the house) has been remotely accommodating or helpful. They installed a unit that was defective and it took weeks for them to come and replace it. Now, the second unit is no longer working. I called and nicely asked for it to be fixed in time for the holidays and they said they cannot get to me for 2.5 weeks! I am sure they won't attempt to call, help or schedule me sooner as they have already collected their money. Bottom line, they will be quick to sell you a unit and collect your money. ALL other appointments, service or customer help will be done at your time, frustration and expense. (Rockville location) read more