Excellent. Travis was perfect. Showed up on time, cleaned and repaired our gas fireplace and then took time to teach me how to use the various functions on the remote. All with a professional no-rush attitude. Rare to get such great service these days. A++++ read more

My gas fireplace wasn't lighting and the glass was all cloudy. Zach arrived promptly at the beginning of the service window. He immediately went to work, taking the fireplace completely apart, cleaned it and found the root of the problem. Sulfur build up from years of neglect. As a women, I was expecting him to tell me I needed several parts and/or a new fireplace. It's been years since I've been lucky enough to have someone so honest and polite. His work was amazing, my fireplace not only works it looks brand new. All this for a service charge!?! Sutter is lucky to have Zach on their team. read more

Service Technician Johnny Hernandez was FANTASTIC - very thorough and professional, dedicated to doing a great job! Thank you, Johnny!!

I was going to buy a BBQ, since I live far therefore I would like to take it home. The floor sales person was superb, world class service, and super nice. But their price is $1000 and I found out there after googling at Home Depot is only $800. I asked to price match it they said no, I said I understand that this is a specialty shop why don't we go $900. The manager came out, so rude, and lectured me (it seems like he loves to lecture people - I know from hearing from friends and reading reviews) - he is about mid 30 and bold and white guy. He looked at me with face of discrimination and with loud tonal voice saying that "we don't match prices, etc, etc..." - I finally said the conversation is over and just simply left. I think Sutter Home needs to send this manager to customer service and "woke" school. During this hard economy times, customer would shop carefully and would never buy in a place that lecture customer. read more

I have a home built in 1914 and worked with Sutter Home and Hearth to convert my original wood fire burning fireplace to gas logs and in addition, worked with them to construct and install custom fireplace screen and fireplace glass doors associated to this fireplace. The worker they dispatched for my project removed the original damper as well as the chain to open/close the damper (the chain had an antique tassel)...I salvaged the chain w/antique tassel from workers' heap and threaded chain back through hole in fireplace (only for looks-but am left without a damper). Am livid as to why my original damper was removed. AM LIVID!!! This project was to convert an original 1914 fire wood burning fireplace to gas logs with custom screen and glass doors - not to install a gas insert. Project does not entail installation of a gas insert- so I'm wondering why damper was removed??? I am still waiting to hear why a damper was removed as project was not to install gas insert read more

I had Sutter Home & Hearth install a new gas fireplace in Seattle, and it has been performing exceptionally well for years. At one point, I encountered an issue with the ignition, but they arrived on schedule, rectified the problem, and now it's working perfectly again. Recently, we moved to Vashon Island, and based on my positive experience in Seattle, I sought their recommendation and had them install a new wood insert fireplace. After two years with the insert, we faced significant issues with the fireplace. Dennis and Shawn responded professionally; they traveled all the way to Vashon to assess the problem and replaced the entire insert at no cost to me. I can highly recommend them because they were there when I needed them the most and provided the necessary assistance. If I move again and desire another fireplace, I will undoubtedly choose them. Thank you! read more

There's a lot of steps when installing a wood stove in a new build, permits, appointments and lots of time and patience. Everyone at Sutter was helpful and efficient through the process. I appreciate they're responsiveness and follow through. My wood stove is working and beautiful :) read more

Sutter Home and Hearth - Fireplace Services Near Me - Seattle, Washington

We had some challenges replacing a 30-year-old zero-clearance wood burning fireplace with a gas insert that pushed more hot air into our house than it sucked out. Sutter was very helpful in finding a solution that has turned out much better than expected. All of their employees are on the ball, knowledgeable and efficient. Couldn't give higher praise, only because I am limited to 5 stars! read more

Love these guys. We have a lovely but aging hearthstone gas stove so the question is repair or replace. These guys took a whole lot of time to walk us through our options. Clearly knowledge, honest and very straightforward. Might not be the cheapest but if we decide to buy a new stove they get our business. Highly recommended. read more

We removed 2 wood burning inserts and replaced them with gas inserts 2 years ago. We looked at several sources, including installers who only had an online presence, but every friend we consulted strongly suggested Sutter. We valued the showroom at Sutter which allowed us to see multiple options side by side as compared to the online sales. The staff always looked up our file and connected us with the same person for each visit and call as we worked through our options. They were courteous and professional through 10+ interactions before we purchased. Sutter told us we could heat effectively with these inserts while the gas company said they would be decorative only. For the past 2 years we have heated with the inserts solely and by experimenting with the location of the mobile thermostatic controls are very pleased. The reason I am writing this review is to mention service. We recently had a minor issue with one of our units and called Sutter. They quickly scheduled a service appointment with Sean [?spelling?] who came out, troubleshot the issue, and resolved it. When I had questions about the problem, he came back, double checked the issue and reassured me without charge. Just for fun, I looked up the other sources we considered and 3 of them are no longer in business. Sutter only services what they install and their ongoing presence is worth a lot. read more

Our project was an upgrade for an inefficient open wood burning hearth. Originally the idea was to put a freestanding stove in there and vent it out the existing masonry chimney, which was complicated by a long piece of 14" stainless chimney extending up from the roof line. Long story short, the clearances wouldn't work and Jim was very helpful in finding a wood burning insert that would fit the small space. The install day eventually came and they really worked hard and got it all in and everything was great - until I noticed the fireplace surround wasn't sitting flush after using the appliance and it was ever so slightly off center too. After one phone call the original install team was back out in a few days and quickly fixed the problem. Unfortunate for me, when they took apart the front, they saw part of the venting had sustained some damage and it wasn't fitting quite right. They had to order a new part and when it came, they were back out a third time! At the end of the day, the install was perfect and everything is working exactly as I was hoping. I'm telling the whole story not because I want to highlight that they had to come back several times, but because I want to highlight that they were back and forth to get the job done right! It's understandable that things can happen but the important thing to me was that they were honest and clearly proud of doing a good and complete job! They could have easily covered up the broken venting with the surround and pretended it was all fine. But I really appreciated them getting it perfect. And I'm pretty nitpicky with this type of thing. I would recommend these guys for any fireplace project. read more

Really nice people with great selection and descent pricing. Our Salesperson Megan was really helpful and easy to work with. I expect the rest of this project to go well. read more

I walked in to Sutter prepared to buy a brand new stove and when Van heard me say I was so sorry my current one couldn't be fixed, he went out of his way to see if it actually could be fixed. Not only did he hunt down the part and see if the repair person (Joseph) could do it on Bainbridge, he also set up the repair quickly. They have earned a life long customer for preventing a beautiful stove from ending up in land fill, and saving this single parent $3000. I feel like I can trust them to not sell me more than I need, and also to fix what can be. Highly recommended. read more

I went to Sutter based on these Yelp reviews for a new outdoor firepit. They came out to my house to take a look at the site and gas and told me I didn't have enough gas flow to the intended site for the firepit and I'd have to re-plumb a new gas line all the way from the gas meter to the back of the house to the firepit area. This, despite the fact that this was new construction and my architect had specifically designed for this installation and ensured PSE installed an extra-large gas meter with adequate pipe size and load all the way to the firepit area, which I told them. I ended up just hiring a plumber to buy the burner elements online and install the firepit - works amazing, with plenty of gas pressure. Really bad advice from Sutter. read more

I have a gas insert that was installed by Sutter by the prior owners. The insert is only 1.5 years old, but it failed. I called for assistance and was lectured by the presumably 25 year old turd that answered the phone about how this shouldn't be my only source of heat (it shouldn't, but I didn't take the furnace out, the prior owners did). I was told they could come out in a month, unable to make any kind of exception even though I had no heat. I got a call back to schedule an appointment 5 days later and informed him I would be using someone (anyone!) else. Do not use this company. Their employees are rude and their work is shoddy. read more

Why didn't we do this sooner?! We have been living with a big drafty hole of a fireplace in our old house that is surrounded by beautiful original brick with an unusual curve. Sutter was great - from the product offerings to service. They created a simple custom surround that fits perfectly. Tom did a fabulous job measuring (one of those craftsmen that truly loves what he does and it shows) and the 2 guys who came to install were professional, kept floors protected, meticulous and even resourceful when they had to quickly problem solve to replace a leaky gas line. We now have a beautiful piece. Everyone is using the living room more. and it gives amazing heat! Very happy with the work. Highly recommend! read more

We have a small outbuilding that isn't heated well, and would be a perfect place for a wood burning stove. The showroom is nice, but of course you need to know what fireplace options would work in your specific space. We've gone into the showroom several times, had conversations with them, and had an estimator/project manager come to our house. However, they don't seem to be able to move the ball forward - we're still stuck without any response or options for heating our small space. We even went back in to the store to ask if they want to bid on the project, and they assured us they did, but there was no follow-through. We wish we hadn't invested our time with them, and are looking for an alternative supplier. read more

We bought two gas stoves over 20 years ago from Sutter home and hearth. They have been nothing but wonderful for heating our home and Sutter has been wonderful in keeping them working properly with annual service. Each contact with Sutter I am treated like a friend. Great care and service. read more

Sutter Home & Hearth are proof that great customer service in the world we live in is not dead. These guys will go above and beyond to help you. I wish more businesses took the approach these guys take. I recently needed a warranty replacement part for my Big Green Egg grill and contacted Sutter to help (they're an authorized dealer). I worked with a really helpful guy named Van. They were prompt in their responses, easy to work with, and very professional. We're thinking about re-doing our fireplace this year and, knowing their level of customer service, these guys will be the first company we contact for sure. read more

My experience with Sutter has always been good. I purchased a gas fireplace there a few years ago and still love it. Recently I bought a Big Green Egg. I enjoy cooking so much more now that I have the egg. The staff has been quite helpful in getting me started with my egg. I stop in there all the time to ask about accessories and to chat recipes. Everyone is helpful and engaged in food chat. I recommend this store very highly. The staff is very knowledgeable and there's no pressure to buy. read more

We got a gas log set installed the first of this year. It is wonderful to just turn on the fireplace with the remote control anytime we want a fire. In the beginning we had a technical problem with the log set which required someone to come out to fixed the problem. The service was fine and they dealt with it immediately. I turned off the pilot light this summer and I took careful notes on how to turn it back on but when I tried to turn the pilot on this fall I couldn't do it. I followed the instructions correctly except that I didn't positioned the lighter flame close enough. What I didn't like is that Sutter Home & Hearth charged us $98 (incl. tax) for having a technician come out to turn on the pilot light. I would have been more prepared for the bill if they told me in advance the service was going to cost me but no word was mentioned of a service fee until the bill came. So for first time owners be aware of this service fee if you can't remember how to turn on your pilot light. It took less than ten minutes to fix the problem. read more

Disappointing, unprofessional, poor customer service; don't go here. After scheduling a video consultation weeks in advance, arranging our work and personal schedules to accommodate, and receiving a confirmation, no one showed up on the day and time. When I called to find out why, they said they'd had a "busy morning" and would have someone call me to reschedule. Apparently the concepts of mutually-agreed schedules and confirmations mean nothing, and now I'm glad we didn't arrange for them to do work because I can only imagine the nightmare of cancelled and moved installations. My advice is to give your business to absolutely anyone else. read more

We were very impressed with Sutter Home and Hearth in Woodinville, WA. They were very knowledgeable and answered all our questions. We went in with a specific outdoor gas deck heater in mind and they offered us alternatives, which turned out to be excellent advice. They felt the smaller heaters would be adequate and save us some money. They said if the smaller heaters were insufficient they would replace them with the bigger heaters with no penalty. The smaller heaters turned out to not produce the amount of heat needed and true to their word they replaced them with the bigger heaters. The bigger heaters are perfect and we are very satisfied. They were very responsive and made good their promises and returned calls promptly. We highly recommend Sutter Home and Hearth and in particular, Jim Askervold. Thanks for your excellent service. Steve & Susan read more

Sutter installed a gas insert fireplace which replaced gas logs. It was a pleasure working with them every step of the way. The store room had plenty of choices. Mike came out to take measurements and check the fireplace for the install. He couldn't confirm the chimney had the right vent pipe so a second team came out to assess it. They found the insert I chose couldn't be installed without major work but they had an option that would work. Then another team of 2 guys came out for the install. They were all very knowledgeable, professional, thorough, and did quality work. I love the gas fireplace. I should have done it a long time ago. It's beautiful and adds just the right heat! The staff at Sutter were a pleasure to work with. read more

After having had a less than pleasant experience buying a stove from Kirkland Fireplace, we came to Sutter Home and Hearth. Short story, they were great. Their quotes were speedy and accurate, their inspection guy knowledgable and cool, and the installation crew had tons of information and completed the job with no mess, and they happily answered my many questions. read more

Sutter Home and Hearth - Love the new cream colored stove! - Fireplace Services Near Me - Seattle, Washington

We recently purchased a new wood burning stove from Sutter Home & Hearth. They were great the entire process. They were a huge help in helping us understand our options, and working with the tile company we had working on the surround. Very knowledgeable with top notch service from everyone on the team. I could not be happier with the end result. read more

We purchased a natural gas grill and the store had a great selection and provided outstanding customer service. They assembled, delivered and installed the grill within one day!. Highly recommended. read more

Everyone here is very helpful and friendly. I've only made small purchases here but all there grills and fireplaces seem really nice (and expensive). I've asked the employees tons of random questions and they are very knowledgable and happy to chat. I've never felt pressured or like I was trying to be sold something. If I ever needed a grill or fireplace I would definitely come here. read more

Last week I had the honor of speaking with Haley. She meticulously described and explained the fundamentals of installing and using a fireplace in my home. Her sincere effort along with utter verbal clarity made all the difference in the world to me, a complete novice regarding fireplaces. She was direct and throuough and I came away from our discussion with comprehension and confidence. She is an asset to the store. read more

I ordered a barbecue/grill from them and needed delivery. When they called to schedule the delivery I was informed they only do deliveries M-F 8:-5:. I work days and that wouldn't work. I asked for a refund and they supposedly did it. My bank still showed the charge so I called a couple days later and they insisted that it was completed. Now, a week later, I called again to find out why my bank knows nothing about their credit. The guy told me that they just did it this morning and he doesn't understand why I'm unhappy. I figured buying a $2000 grill at a small local company was a good move. I even knew I was spending a little more there. So now I saved $100 off the grill and didn't need to pay $175 for delivery. Too bad I just didn't go to Albert Lee in the first place. PS: the competition delivers on Saturdays for you working people out there. read more

We used Sutter Home and Hearth this summer to purchase an above ground Fire Pit and a Weber Gas Grill. Their team was extremely professional on all levels both in the store and during the installation. We were so happy with the buying experience with their team, we simply had to make sure we shared the great news about this fantastic retailer. We had previously used this company for service on our older gas fireplace and their service people are also equally professional and caring about how they take care of customers. They have a customer for life here and we are proud to have a couple of the great products they provide to the marketplace in our new backyard. read more

I have complained about their aggressive up-selling and scheduling of maintenance appointments at two different points during two different years. They call and say they are holding an appointment for you for your maintenance and the wording made me wonder if I made an appointment I forgot about. It forces a call back and each time I clarify we do not need maintenance. Over a month term they called us multiple times and we did this dance with them each time. In one week they called us twice -- day 1 they called us, day 2 my husband called them and clarified we do not need an appointment, day 3 they called me and told me I have an appointment and never got back to them, day 3 I called them back and again explained the situation to them and asked them to stop calling us. Then we got a $250 invoice for a service appointment they claim they made on day 3. They even put a note on the invoice and it seems dishonest like they fabricated site visit notes. I had to call AGAIN and explain what happened. Got a call back within a couple days with a dry message saying they credited our account. No explanation, no apology. One of our contractors shared he has other clients who have had similar experience with aggressive scheduling and up-selling. read more

We used Sutter Home & Hearth to convert our fireplace to gas. We are so happy we made this decision, and the people at Sutter have been great to work with! We couldn't be any more pleased with the work that was done. Our fireplace was not necessarily a standard size, but they have many different options to fit everyone's needs. The total cost was a bit more than I had originally expected. I definitely think the quality of the product and quality of the work that was done was worth it though. read more

The sales office people here were informative and helpful, but the problems began when we went further and asked for a quote for buying and installing a wood stove. They gave us a ten-week wait time, and didn't mention explicitly that this was JUST for an estimate, not installation. Since we started this in summer and weren't in any great hurry, we went with that, and when the guy finally came out to do the assessment we had to ask several times to get the report and the estimate. Then we were told that they couldn't actually install the stove for several MORE weeks. While the miscommunication were certainly not entirely their fault, the fact that they have so few people doing estimates and installations, and didn't clearly outline the process, meant that we wasted literally months over this. We finally gave up and bought the wood stove (a Jotul) from another dealer who was cheaper than Sutter, and found a local chimney sweep who installed it for $1,200 less than Sutter had quoted. read more

I had a gas logs insert replaced in my mother's house in 2018. Although they did get installed, and the price was reasonable, Sutter is generally a pain in the *ss to deal with. Hangups, poor communication, etc. Deanna is the reason the logs finally got installed. read more

Their work is worthy of 4 Yelp stars but I'll get right to the pros and cons: Pros: Expert, friendly estimators and installation staff. They pulled the needed permits, kept to the promised schedule and left our place presentable when the installation was complete. They did a stellar job. Cons: They could have done more customer service wise with regard to letting us know what our options were. Depending on who you talked to there, you got a different story from different people. It's kind of like the right hand didn't know what the left was doing. We're not gas installation experts, we might as well be monkeys, and the fact that no one told us we couldn't have a propane tank in the city (check the setback requirements if you're thinking about going with propane) could have resulted in us having an insert we couldn't use. Fortunately we figured that one out on our own, just in time. They were reluctant to help us find anyone to do the drywall work that needed to be done for the gas plumbing. That seemed odd to us although, our salesman agreed to help locate one but they were all either too expensive or weren't interested. They had a gas plumber on staff but no drywaller. We had to find our own contractor. We felt there was some arrogance there which is usually a deal breaker in my book. One of the installers actually told me we were lucky to have both the gas plumber and product installers there on the same day (although that was what we had been told). To summarize though, I'm glad we went with Sutter Home & Hearth because I think they were one of the better places to have this done. The salesman we dealt with, the gas estimator, and the installers were all very pleasant and knowledgeable but it was not an effortless experience for us, and in case you can learn from our mistakes, here's my advice: 1. To avoid any misunderstandings regarding your and Sutter's expectations, talk to only one primary contact there and if you are at all unsure of your understanding, talk to the owner. 2. Find out for yourself what the permit and space regulations are regarding gas plumbing for natural gas or propane tanks, etc., because Sutter isn't going to volunteer to do that for you. 3. Sutter's expertise and higher-end products come at a higher cost than other places but when it comes to efficient quality products, and safety, you get what you pay for so consider that when balancing everything out. It ends up, we are very glad we went with Sutter for our insert and Haller Remodeling for our drywall work. We absolutely love our fireplace insert, the efficient heat it puts out and the fact we no longer need an afghan when we are in our living room. It is a cozy, seemingly impossible, dream come true. Please see my separate review on Haller Remodeling below. read more

A minor issue with our Valor gas insert was quickly resolved and it is again burning glowing hot, keeping our family room warm. This our second gas insert from Sutter Home and Hearth and if we had need for a third they would be the first choice. read more

We had Sutter Home and Hearth do some gas piping work for us in advance of our fireplace insert installation. Actually re-doing the work of some guy we hired and then fired. The two workmen that came out were incredibly thorough, meticulous and pleasant to deal with. Our project was complicated so they were here for over 10 hours of solid strenuous work. And the workmanship was OUTSTANDING. Really can't say enough about the professionalism of this company. You WILL be glad you hired them. read more

I am extremely disappointed with Sutter Home and Hearth. We installed a gas fireplace with a few years ago, which is very expensive. Long-story-short, we've had four service calls to deal with different issues the unit since it's been installed. The last one was replacing the gas valve, and now it seems the same issue is happening again. I just got off the phone with them, and it's going to be ONE MONTH before they will come and check it. And it's cold-weather time. So we have to be without our fireplace during one of the gloomiest, dampest, yuckiest months of the year. They were going to charge me a minimum of $150 for the service call. I said it didn't seem right to be charged for something that's yet another problem with their product, so the man agreed to charge $100, but I STILL have to wait a month. He was very polite and I know he is trying his best, but it seems that the policy is flawed. If I had to do this again, I would not go with this company. read more

They have a concept of customer service that is from the stone ages. They sold us a fire place insert for over 5 thousand dollars that stopped working after a couple months. Not they wont come out to look at it for weeks and weeks. The service manager, Sean, it a total piece of work. After calling multiple times and finally getting ahold of him he told me he usually doesn't call people back for TWO DAYS!!!!!!! In what world is that acceptable customer service? He then wanted a pat on the back for calling back within an hour after I had called multiple times. This business is clearly stuck in a time before social media and reviews where they think its fine to ignore customers and service them whenever they can get around to it. I am stuck with these people but you don't have to be. Be smarter than me and SHOP ANYWHERE BUT HERE!!!!!! read more