While delivery was prompt, we were asked if we had "help" for loading the stove. We did not expect this at the last minute especially. We figured the store would have the appropriate equipment and hands to load a 450 lb wood stove on our trailer. Fortunately, it was loaded without incident. Disappointed there was no follow-up for a purchase this expensive to see how install and first usage went. We needed to call for missing parts. While not their fault as they are the distributor, this would have been reported in a follow-up call. As for the stove, we do like it. Everything a Lopi Stove is "cracked up to be." Really keeps the house warm. We purchased the Rockport, more than sufficient for our 1300 sq. ft. house. read more

I would NOT recommend this company - very poor service. I prepaid for a woodburning stove and a pellet stove to be installed in a new home build. I emailed, text and called Troy the owner for weeks to set up a install date and it took 4 weeks to return my call just to commit to a install date and gave a lot of excuses. When the tech finally came out to do the install on the wood pellet stove, he explained the stove lighting process but did not bring any wood pellets to test the unit and said ...we don't provide them. So I spent 15K on 2 stove and he Troy forgot to mention I need a $6.00 bag of pellets. After the first rain in spring the wood burning stove leaked water from the roof collar which rusted the top of the iron stove and even then NO apology just showed up 4 days later and said it was fixed. If you choose to use them, good luck!!! read more

Never use this company, Troy does NOT communicate at all, does NOT respond to e-mails or messages left on their business line (more than 7 un-answered), won't give out his cell number, not sure how he would communicate on a job site without the use of a cell phone??? I have been waiting for over two weeks AFTER he was supposed to do a simple repair and cannot get a hold of him. Minus 5 stars if I could give this company a rating. 100% Losers read more

If could leave zero stars I would. A 1 star seems generous. Between the lack of communication, countless missed appointments, and then finally the owner shows up and is incredibly disrespectful. Unfortunately, there are not a lot of options, but I would rather stare at a broken fireplace, than work with Troy again. read more

Avoid at all costs. Unprofessional, and most importantly, they don't stand by the services or equipment they decide to use. They installed a fireplace for over $2k, which took months to actually get them to come. A few months in a piece of equipment they installed broke. I asked them to replace it, as it had been less than a year, and they refused because they "didn't make the piece so they aren't responsible for it". They refused any responsibility for the quality of service and equipment they provided. They wouldn't cover a $100 replacement piece for a $2k job after less than a year. Then they just kept the broken piece without any followup. Months later I had to chase them down, and when I told them I would report their services on public platforms, the employee became hostile and aggressive, hanging up on me during a call and refusing to order the new piece even though I said I would pay for it. I finally contacted the manufacturer of the piece and they immediately offered to replace it for free. Disgraceful. I wish I had read the other reviews first. read more

Try to avoid using them if possible They stuck me with a used $180 control board they said was new and could have been the problem...and would not refund my money and charges me $455 to diagnose and disassemble my fireplace plug the unit into the 110 and reassemble it. Worse thing they the control boars was used....and they won't admit it. read more

Nice guys but completely unreliable. They're quick and efficient when they need a payment but don't count on them to keep appointments or return calls. read more

My husband and I purchased a home in flagstaff that has an outdoor fireplace needing service. Called this place and scheduled an appointment a few days out. One hour before a tech was supposed to show up I get a phone call saying that 'the owner said' they won't service my fireplace because we didn't purchase the insert from them and they won't help anyone who didn't buy from them specifically. What a waste of my time. I called you for help. Any fees or parts needed would have gone through your company. You would have made a profit off of me and had a life long customer for any other fireplace needs. Instead, you decided to shame me. Troy, you sir are a disappointment to small business owners everywhere. Most people in this town go out of their way to be helpful. I've never been denied service from a company for this reason before. Sure hope my plumbing doesn't go bad...I'll need a lot of luck searching out who the builder used to lay the pipes so I can call them for service. Call another company, this place is a sham. read more

Used these guys to repair my Twin Eagles BBQ. So far they have missed 4 appointments. They never call me to update me, I always have to call them. This kind of service (or lack of!) is so terribly disappointing. In a small town I guess there are few options for companies to use and it seems that they are taking advantage of it. POOR SERVICE. BEWARE. read more

Great experience. Fixed stove promptly and had a great serviceman. Thanks to the folks up front and everything in general.

We have 2 fireplace inserts in our home which were installed when we built it 25 yrs. ago. One of them has never worked right with intermittent problems getting it to turn on. Finally it would not turn on at all. I had 2 other local companies come to fix it. 1 removed a critical part completely which did nothing for the fireplace. The other came twice and finally said don't call me again to fix this and quit throwing money at this one. You need to buy a new one. I finally walked into Hearth & Home, discussed my problem and scheduled an appt. They came quickly, fixed it, and the fireplace worked without a hiccup for the entire winter. These folks were friendly, responsive and best ever they fixed my fireplace. Will definitely call them again if I need them. read more

I would not recommend doing business with this company. I placed a deposit for a stove, a day before the install they called and told me the stove they ordered wouldn't fit (after they had come to my house twice to measure). They recommended I come in to their shop and try to find another stove. They told me they would not cash my deposit until we had an agreement on another stove. I went to the store and requested a quote on a different stove, they cashed my deposit check the next business day before they had provided me the quote I requested. I eventually asked for my deposit back because they could not provide me an accurate quote, I was then notified that they were keeping $150 of my deposit to cover their costs of shipping the stove that I ordered back to the manufacturer. I informed them I never gave written or verbal authorization to purchase the stove and asked how could I have ordered a stove when you cashed my deposit check 3 days before sending me a quote! I had to file a complaint in small claims court to try to get my deposit back. read more

DO NOT USE! 2 years ago, Flagstaff Hearth and Home serviced my fireplaces, did a great job. Now, I have tried to schedule 4 times in the past month and have not had anyone come out to service. The first appointment I set, a few hours after the scheduled time, I was told that the owner had come out and no one answered the door. I was in my house and did not hear the doorbell and was told he called, he did not and I did not have a record of the call. I mentioned that and tried to reschedule. They did not show up the second time. The third time I scheduled no one showed up and I called an hour later and spoke to a different person. A gentleman named Bart. Now Bart was kind enough to let me know that I was mysteriously not on the schedule and scheduled me for the next week. Now it is that day and no one comes, I call and only get voicemail until about an hour after the appointment when I talk to Bart and he informs me that I was taken off the schedule by the owner because he didn't like being called a liar and would not be taking my business. So I was strung along for more than a month and not informed of a decision to not give me service. Not only did they fail to provide service, but they also did not inform me of their refusal of service, which refusal of service is their right, then let me keep making appointments knowing fully well they were not going to honor that and keep their word. The owner is being petty and thin-skinned and his word is worthless. Do not use their service if you value your time. read more

I just can't give Flagstaff Heart & Home a better rating. I suppose the most important part of this review is the actual fireplace we had installed, which we really enjoy, but their service & installation was only average. read more

We also had a bad experience with this business. First getting them to answer/return a call was almost impossible and should have been our first clue to not deal with them. We ended up buying a remote control for our insert which they found would not accomplish what we wanted. Troy told us by writing across the top of the invoice, it would not do what we wanted. However, this invoice was emailed to us after installation which they had already done and charged us. read more

No installation and no service is offered on the gas fireplace units offered for sale by this business. It took them six months to fulfill my order. I would have gladly ordered the unit somewhere else if I had been told up front they could not deliver within a reasonable time. Instead, the only salesperson employed at the store falsely claimed the unit I had ordered was "on its way" each time I followed up. Having paid one-half of the purchase price of $6,000 for the unit, I was essentially held hostage to their way of doing business. So much for keeping business local. read more