I've used Custom Hearth several years ago to install and upgrade and replace two existing Lopi wood stoves in my home. In this case, the service team did a fantastic job, very clean work, custom fitting and was very happy with their professionalism and it was for this previous experience that I decided to use them again to install a brand new Lopi pellet stove in my new art studio building. Zack and Scott specifically came out to my house for the install which required a little custom fitting for the exhaust outside the standard install. These guys were absolutely the greatest, not only did they show up on-time as promised but they were both very friendly and professional throughout the process. I'm someone who is always curious and have a habit of -sometimes- asking way too many questions regarding the install process and neither of them seemed to mind and were very helpful in walking me through the entire process -They seemed happy to discuss! Near the end of the install it was discovered that they were missing one small part -roof boot- to complete the job so I was a little concerned that my install would need to resume at a later date (typical) but to my surprise and delight, they called the shop and someone on the service team actually drove out to my house to deliver the part so they could finish the install that day - How often does that happen!?! In the end, I would highly recommend Custom Hearth for there prices, sales staff and service team. They are all-in to ensuring they deliver the best experience end-to-end. read more

I stopped in a year ago and spoke to Patty regarding a prospective stove purchase. She walked me through a dozen or so different wood stoves, taking the time to talk about each stove's features. I mentioned that I wanted to build my own hearth pad and she was kind enough to share instructions on how to build one and how large it needed to be to meet code. Their crew came out and installed the chimney stack first. The craftsmanship of that installation was excellent. Very clean job with the flashing and cutting of shingles. Then Dan came out to install the actual stove and all piping going up to the ceiling. Dan was incredibly helpful, very friendly and complimentary about my work on the hearth pad. I'm writing this review next to my beautiful new wood stove. It heats the entire 800 square feet with ease and the look of a Lopi stove in our home is wonderful. I would highly recommend Custom Hearth to anyone looking for a wood stove. Their customer service was top notch as well as their products. read more

Custom Hearth - New wood stove! Thanks Patty! - Appliances Near Me - Poulsbo, Washington

Well, I should have taken the hint when first walking through the front door, a very angry customer went stopping out. Of course I thought it would never happen to me. I bought a Vermont Castings woodstove from them a few years ago. Paid more than I should have, but they are local and if I had a problem, I felt they'd take care of me. I declined their install service because we were just replacing an existing stove. Apparently because I did not pony up $400 to Dan Orsborn at The Right Choice Chimney Service, I forfeited all rights and warranties. If you don't use their guy, then you must be at fault and all bets are off. This little stove goes in a 250 sq ft. rental cabin incase the power goes out in the winter time. The cabin is so small that when you fire the woodstove up, you have to leave the front door open or you cook. The tenant told us that within 6 months the black enamel finish was flaking off. Fast forward three years and the tenant moves out. The enamel had fallen off the stove in great swaths! Looks horrible. So I took my receipt on down to Patty Swan at Custom Hearth and showed her the photos. She was appropriately appalled and said it was a factory finish defect. She was all helpful and nice until she found out that we hadn't used Dan from the Chimney Service. Then she said it was 3 months out of warranty and there was nothing she could do for us. She then tells us the stove must have been over-fired... which would have the effect of cremating the occupants of the cabin if it were possible. She told us to go away and there was nothing she would do for us. So you can go ahead and spend your money there, of course it wont happen to you....... read more

I was very impressed with Lopi stoves in a couple different applications and wanted to buy one for my new house. Custom Hearth is the local seller for Lopi, but when I called to ask some questions, they were incredibly rude. I asked my wife to stop by and look at the stoves, but again they were super rude and condescending to her too. I don't know how they stay in business with that attitude, but they've been there for a long time. I went out of my way to buy my Lopi in Bellevue from a dealer that was super friendly and helpful. Go to Lopi's website and find their Bellevue dealer for MUCH better service. If you have other fireplace needs, go to Heritage on Viking Way. They don't carry Lopi, but they are friendly, helpful and knowledgeable. read more

I purchased a home with a Heat and Glow gas fireplace three months ago and couldn't figure out who to work it. The propane delivery person looked at it and nope; the electrician tried and nothing. Then my neighbor said to call Joe who told me to call Phil at Custom Hearth. Well, I just talked to their scheduler and they sent a delightful young man who called ahead to confirm, showed up on time and had it up and going in less than ten minutes! Thank you to this chain of referrals and to Custom Hearth for great customer service. read more

Our luck with Custom Hearth was not favorable. We asked that they swap out our existing stove and also purchased a new fireplace insert. They broke our existing stove, and thankfully replaced it. However, upon the install of the existing (now new) stove they did not install the fan that went with it. Several weeks and MANY phone calls and emails later, they came back and installed the fan for the stove. Our Fireplace insert is beautiful. That being said, they did not furnish the log kit with the insert. When we asked about the log kit they said it had been delivered. It had not been delivered. Again, after MANY phones messages and emails they finally realized that had NOT furnished the log kit. I can honestly say the product from Custom Hearth is great. The customer service is probably the worst I have encountered in building our new home. I would definitely steer clear from custom hearth! read more

We purchase a Lopi gas stove from Custom Hearth and it has worked flawlessly for the last 18 years heating our house wonderfully. This stove is our primary source of heat and it is nearly used every day for all but the summer months. Recently it was time for some TLC and routine maintenance that involved replacement of several internal parts that had simply worn out. As it turned out, some of the key parts that needed replacing are no longer made or available for this older model stove. Rachel at Custom Hearth went to the trouble of locating parts that they could modify to literally rebuild our stove from the inside out. This involved a lot of effort and time locating parts from other manufacturers that could work with this model, and then modifying them to fit the stove and work as good as the original parts did. Rachael was also extremely nice to talk with over the phone and it was a pleasure dealing with her. The repair team (James and Ty) did an outstanding job with the rebuild and our stove works flawlessly now - and should be good for another 18 years! I was able to talk to them and see their progress while they were working, and when they were done, the assemblies that they had modified looked like they had been factory installed. On top of that both of them are very nice people. I really enjoyed meeting both of them,.and appreciated the work that they did for us. We are very satisfied with the service and dedication from Custom Hearth and their staff. It's not often in this day and age that a company will perform at this level of expertise and commitment in order to 'maintain' an older product. They could have easily told us that our stove was beyond repair, and it's time to purchase a new one, but they didn't do that. We highly recommend Custom Hearth and their team for their dedication and outstanding customer service. Thank you all for your effort and hard work! We appreciate it! read more

We purchased a stove from Custom Hearth. When we had an energy audit done this year, the technician told us that by far the major leak of heat in our house was caused by the sloppy and non-code compliant installation of the stove. We had wondered why the room with the stove always seemed drafty. It turned out that the installer from the company had stuffed some insulation up the pipe instead of using the installation kit required by the stove manufacturer. Custom Hearth refused to take any responsibility for the faulty installation. Consider another company when you are shopping for a stove. Cynthia H. read more

Funny, this was some time ago but my nice built stove needs service and cleaning but my experience was so bad that I will not call custom hearth if they were the last stove shop on the planet, my experience was so bad. I was looking up stove shoppes when I say the 2 reviews above and thought I would share my experience. I too am shocked they are still in business. Kevin read more