Five years ago we used Hammond's for multiple jobs and we were very satisfied. In April 2025 the HVAC system at our lake cottage went out and we wanted to put a gas log out there so we called Hammond's and they were very nice and helpful until sales and installations were completed. Then we were not able to get them to respond to voice mail, email or texts so we finally had to drive over to the show room to get service. Now the HVAC system is not working at all and again Hammond's does not respond to calls during working hours. Their emergency number is 423-967-2513. Try calling that number and see what happens. Since our unit is still under warranty we had to get other authorized dealers in our area from the manufacturer. read more

Terrible experience due to terrible customer service. Arrived an hour late for the initial service call (inspection/service of gas fireplace). Determined service needs at that time and advised they would have to reschedule to perform the work and they would text me a date. Finally reached them again two weeks later to schedule the maintenance. Morning of the appointment, received a text that they needed to reschedule due to an influx of more important calls received. No problem. We rescheduled for the following week. Today was the date of the appointment. No show, no call or text even after texting them for a status update. Very disappointed! read more

Henry Price is rolling over in his grave knowing that Roger is treating his old customers like this. Called Hammonds in December for a service call. Tech came out and left us with parts ordered. Waited a few weeks during the cold spell and called. Said they would be here next week. Nobody ever called or showed up. Had to call another company out to find out that their tech had not put the fuse back in the disconnect properly. Cost me $125 to have the fuse pushed back in. Hammonds left without knowing that the unit was working. read more

Roger Hammonds' installation of two fireplaces was a nightmare saga. The original estimate for the project was $5,299 + an estimated $300 for direct vent flue materials. Shortly before the job was to begin, Roger said the flue materials would cost $700. I was shocked that he more than doubled the price, but I agreed to pay it since we already paid him a 50% deposit. Roger told us all the work would be done in two days, but Richard Taylor, his laborer/independent fascia contractor left on the second day without scheduling a time with my wife to install the tiles around the fireplaces. Richard was already irritated by me asking him how tiles would cover a 1-inch framing gap around one fireplace, and he threw a tantrum when I was understandably irritated with him for not scheduling a time to return to finish the work, and him asking me if we had the grout (he never asked us about the grout before). Richard refused to finish the work, and he even blocked my phone number! So we had contractors for Shelton Tile and Flooring install the tiles. They were very nice, professional, and they did an excellent job. They also commented about the framing gap around one fireplace, and they had to install material over the gap for the tiles to adhere to. Finally, Andrew, one of Roger's laborers, failed to install a required fireblock in our attic for the direct vent fireplace flue. At this point, we requested a Johnson City inspection of the work, and we learned that Roger doesn't even have a license to do work in Johnson City! So Roger had to ask another contractor who is licensed in Johnson City to pull a permit for the inspection. Andrew came back to do corrective work twice, but his work failed two inspections. Since Roger failed to ensure a proper and safe installation of our direct vent fireplace flue after 3 attempts, we decided to have another contractor make the corrections. read more

Such a terrible disappointment. Great at sales, but that's where the customer service stops. We narrowed it down to 2 sets of logs and scheduled installation for 8:30 am (due to my work schedule). The day before installation, they called and rescheduled for 9 am. Again, I had to adjust my work schedule to accommodate so I could be there to select which set of logs. The day of installation, no one showed up at 9. At 9:15 I called to find out what happened and was told that the installer left 30 minutes ago, which couldn't have been the case, because we are only 30 minutes from their business. Finally at 9:40, I couldn't wait any longer and had to leave. I was totally disappointed in the customer service - no calls from them, no apologies, nothing. My belief has always been that when there's a problem, you will learn a lot about the culture and the ethics by the way the owner of a company manages a problem. At 9:45 I called them and spoke with the owner and shared my disappointment in the lack of service and phone calls. He flippantly said "sorry for the mix up." I said this was not a mix up it was a complete disregard for their customer's time and schedule because it's not a mix up when you don't have enough consideration to give a customer a courtesy call when they are paying more than $2,000 for logs and installation. He became very arrogant and snarky and said he would handle it and hung up on me. He then called my husband and said he had decided to not install the logs because I wasn't happy with their customer service. My husband said - you made that decision because she called and expressed her disappointment? The owner did not apologize to my husband for anything and, at that point, my husband said, yes by all means, cancel our order. We were both extremely disappointed. read more