I had a great experience with Fireside Hearth and Home in Utica. Their service technician, Brock, did an outstanding job. He was very professional, knowledgeable, and took the time to make sure everything was working perfectly before he left. What really stood out was how clean and careful he was while working. He kept the area neat the entire time and made sure everything was spotless when the job was finished. It's clear he takes pride in his work and cares about doing the job right. Excellent service, great attention to detail, and a very positive experience overall. I would definitely recommend Fireside Hearth and Home to anyone looking for quality service. read more

I have been a customer for almost 30 years. Several weeks ago, I had my fireplace serviced. There was a problem with the flame. A service representative came and fixed the problem. He said I was good to go. Two days ago, the flame would not come on again. I called to explain what happened and tried to get another appointment. The earliest they had was an appointment in January. While I understand that this is a busy time of the year their position was there was nothing, they could do about it because they were completely booked. To me that is not a customer focused policy. It's hard for me to believe that there was not a way that they could have found a way to come and fix a problem that the service tech had not fixed. However, I realize that they have the right to run their business as they see fit. Just like I have the right to go elsewhere to have my fireplace serviced. That's exactly what I have done. My first of future appointments is next week. read more

Had a fireplace that they installed serviced by them. Guy was here about a half and hour cleaning and dusting it and charged $350! Must be nice to make $700/hr. Never again. I think I can wipe down a glass window and vacuum up some dust. Will definitely use somebody else next time if it actually needs any work down on it. read more

Working with Fireside last fall to replace our old, dated fireplace was really the best home improvement experience we've ever had! Before working with Vern, previous contractors all suggested just to replace the old unit with a new, better-looking one in the same spot in our living room. Vern showed us how our old fireplace was really in the wrong place, and suggested the new unit should go on the wall opposite of the old one. This really opened up our living room, making it a much more functional, enjoyable space. Further, Vern pointed out that choosing an electric fireplace would allow us to get a wider one that better suited the wall (and room), while still having a slimmer profile than a gas unit. He also showed us that going electric was a much more affordable option, as we did not have to run gas lines to the new location. The entire demolition and installation took about six weeks, including the inevitable follow-ups (that were always accommodated promptly and without any pushback whatsoever). There was never a dumpster in our driveway, Cory and his installation team are friendly, professional folks who we were glad to have in our home. They took time out of the process to thoroughly answer all our questions, whenever we had them. The same goes for the electrical, flooring, drywall and masonry subcontractors who were also vital to achieving a great outcome. If you are looking for a new fireplace, and want a great home improvement experience as part of the deal, get in touch with Vern at Fireside Hearth and Home! read more

Called in advance because our project was small and 50 minutes away, and were assured that they could help us out. We then stopped in, and although Kevin tried to help, he seemed new and didn't know much. He had to keep consulting someone else. Eventually, we determined what we wanted to buy, but Fireside then decided to change course and told us that they didn't have anyone who could install it. This was after10+ emails back and forth and then they decide they're not going to do the installation job!!?? Spoke with the manager, Angie?, who was somewhat rude and completely unhelpful. Don't waste your time here. They wasted a lot of mine. read more

Brian Colby will not return phone calls. He gives very poor customer service. We ordered and paid for a apart with a $6000.00 wood stove and no one called to let us know it came in. When we called for it no one knew where it was and no one will return our calls again. We went to the store and no one knew what we were talking about. read more

The person who came out to initially measure up the space etc. was very knowledgeable and didn't try and upsell us on things that were not needed. The install was very smooth and efficient for a wood burning insert and I am looking forward to trying it out when it gets colder. I found myself calling, leaving messages, and even going back into the show room to make sure the process was moving along and had not stalled, as communication was sporadic and sometimes non existent. read more

So, this place installed a gas fireplace in our basement in November. We recently returned home after an out-of-state family visit and smelled gas. After calling Alliant, we found out that the gas connection to this gas fireplace was "not even finger-tight." (yes, leaking gas) Our whole house could have exploded, along with everything inside, including us. If you value your life and property, never, never buy anything from these people, especially if it involves natural gas. We were VERY lucky. read more

I can't speak highly enough about how awesome it was working with Angie. She's friendly and knowledgeable and followed up after the fact to make sure everything went smoothly. I wouldn't go anywhere else (especially after having stopped at one of the "other guys" in town who were less than helpful). read more

The "sales" woman who "helped" me was quite possibly the rudest woman I have encountered in quite some time. I went in yesterday to get help with a hearth and she spent the entire time basically treating me as if I were an idiot for even bothering her with my questions instead of explaining to me what my options might be or working with me on ideas. When I asked her to work on a quote and that I would continue to work through the details with my contractor she flat out refused. This exchange ruined my day with how poorly I was treated and no one should ever feel that way leaving a place of business. We work with a lot of construction professionals and recommend businesses regularly to clients. I will NEVER suggest Fireside going forward. read more

We built a new condo in 2018 and used the fireplace 3 times. This year we tried starting it and it did not work. We called and went through the procedures given but still did not work. A technician came and immediately saw that the battery switch was on and should have been turned off. That was the problem! He then proceeded to clean the fireplace which did not need cleaning! Bill was $219 plus tax! I asked if we could get a reduction since we got wrong information over the phone but no reduction was given. I left a message on their webpage but did not get a response. We will not call them again. read more

We purchased a Veridian Home in 2007 and have had nothing but issues with our fireplace purchased through Fireside. In the last year, we have had them out twice to replace the main valve (part cost $250), the first time because it had a leak, and the second time because the unit went defective after 2 weeks of use. In December, the new unit started doing the same thing as the second one and Fireside won't stand behind their work or parts. 90 day warranty on a mechanical part? Ridiculous. Especially considering the issue is identical to what I experienced last time. I'm done with Fireside, and as many others have suggested there is service available in both Baraboo and Cambridge that will travel to Madison read more

Wow! Glad I read the reviews here. They confirmed my experience. I visited the store interested in getting a quote for a Vermont Castings Stove. the sales lady was nice enough and helpful and I told her I would email her my home construction plans that afternoon so I could get a quote for the stove and accessories I wanted. A week and a half or so later I emailed again asking for an update on getting the quote, crickets, then I called a week later and spoke with her. I got the " I thought I sent that?" response and she said she would get it done. Two days later I get a call from a guy that is helping her with the quote. I speak with him and describe my needs. I get my quote the two business days later and it is $2900 more than the competing quote for the exact same products from another dealer. Given the other reviews of consistent poor service I will take my business to the small town guy that seems to actually want my business and responded within hours with my quote request. read more

Poor customer service. The service promised was not given and I would look elsewhere before ever going here again.

We went to Fireside Hearth & Home and the sales girl was just lovely and very knowledgeable and we were so excited to have found someone who really knew their stuff. So we scheduled an appointment for them to come out and give us an estimate. I took off work; they didn't show. Nor did they call. They had an excuse; we forgave them & rescheduled. So their estimate was good and we went ahead and had the fireplace installed. Except that the first time we turned it on (and every time after that), it sounded like there was a freight train running through our living room. There is something so very wrong with the fan that you can't even have a conversation in the room without shouting at the top of your lungs. So we immediately called them to ask them to come take a look. They agreed and set up an appointment. Which they again did not show up for. I tried to call the store to see if the technician was running late. They did not answer. I left a message. They called back 3.5 hours after the technician was supposed to be there. We wasted an entire Saturday waiting around to see if they would show, and the folks who called us back wouldn't even apologize. They said that they were busy in the store and couldn't answer the phone. We never got a straight answer as to why the person couldn't show, but when I tried to reschedule, they couldn't come up with any days to come out in the next month. If you don't want to end up paying exorbitant amounts of money for a fireplace that you can't use and spending all of your time waiting for technicians who will probably not show, do NOT go to Fireside. read more

They have to have the worst customer service. I called and asked for someone to just verify my fireplace was working correctly following an inspection. Person was extremely rude after not receiving a phone call back (after 2 messages). They were going to charge me for a full service and cleaning $200. When I asked why they couldn't just send out someone to verify the response was in a very sarcastic manner, "Because that's how we do things!". They are lucky they work with Veridian otherwise they would have no business because their prices are ridiculous!. Go to Tophat.... Much easier to work with and did the job for $50. read more

I was in the process of remodeling and looking to install a gas insert fireplace into my existing wood buring fireplace. I have never shopped for fireplaces before so I didn't know what to expect, but they made it so easy! The salesperson, [Clint, I think] was very knowledgeable and incredibly patient with all of my questions! The showroom is really nice. I would definitely recommend shopping there. read more

Terrible customer service! Unprofessional when dealing with basic requests. They do not honor warranties in a timely manner. It is very difficult to get a technician to our home and they do not respond to voice mails or emails. They had the unit we wanted, but we would not use this company again based on poor customer service. We have transferred all of our service requests to a new dealer. read more

We spent $9,200 on two fireplaces with this company. They can't get one to work regularly, and service appointments are 6 weeks out. I would never go through this company again. I have since found out that there is a higher rated Heat-n-Glo dealer in Baraboo. The Madison dealer was happy to take our money, but the worst for service after the sale. read more

They did our insert and they do our annual cleanings! Love them and have had NO problems!

If I had to do it again, I would have NEVER bought a gas insert from Fireside!!! It has never worked properly since they installed it (Takes many tries to start it and once lit, it goes out!) Plus their customer service is horrible. You always have to leave a message on their voicemail to make a maintenance appointment and they will call you back at their earliest convenience, "hopefully by the end on of the next business day". Also, we were told by the man who did maintenance on our insert that one piece may need to be replaced, but he cleaned it and we have a year warranty on his service to decide if we need to replace it. When Gloria from customer service called me back, she laughed when I told her about the year warranty and said just to get another man out here would be $119 plus parts. Oh, and only people from Fireside are allowed to work on this insert!!! read more

Very poor service. They advertise well but the service is NOT good. I would NEVER give them business. They do not deliver what they promise.