Hearth and Home Distributors of Utah, LLC. (HHDU)

Our experience at Hearth and Home was very poor. There was little to no project management. Contractors were not aligned, not scheduled properly -- nobody was working to get our fireplace install done. Office care and follow-up was insufficient; no-one showed follow-up or leadership. I had to manage it all. And there was a lot of basic incompetence: the wrong fireplace being ordered and installed; the facade covering not being scheduled, then turning up in the wrong size. And so on. I have a busy working life, like we all do, and frequently I had to cancel work plans with little or no notice, to be at home to let contractors in, who then didn't or couldn't do their jobs. And when I reached out to the Hearth and Home office, fingers were pointed, but the job wasn't resolved. I'm left looking at a big invoice that I don't think this company has earned. They have made my life stressful, I'm really aggravated by the experience. Two months after I walked into the Sugar House office, the job still isn't done. In sum: I can't think of a more earned one-star feedback than the useless team at Hearth and Home. If you read this review, go somewhere else, please.

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DO NOT USE THIS COMPANY. Their service off my fireplaces made them worse. Never did work properly again. Also, they didn't get a bill to me--they had an incorrect email address--rather than calling to clarify or mailing a bill, they sent it to a collection company. Terrible company! Use someone else.

I am giving the Sugarhouse location 1 star. It took them 6 months to replace a firebox!! It was 6 months of calling and waiting. Not a happy customer.

VERY pleased we are with our overall experience. Even though waiting for the voucher meant not getting to have our unit installed until this heat wave hit us - we very much look forward to using it when the weather cools down. From the bid, to the back and forth on waiting for a voucher (from the state division of air quality), to the plumbing, the electrical, the unit install and the surround install - every single one of the guys/gals we dealt with made it clear that they had our best interest and a desire to do the job the right way. We really appreciated the organization/communication and little details like getting an email with the schedule for each of the different steps/contractors to do their part. Or when the plumbers made sure to get a hold of Hearth and Home on the spot to make sure they were bringing the pipe into the right place/angle. It seems good customer service and attention to detail are becoming things of the past but dealing with all of you helped me realize that there are still companies and individuals out there that care about their work and their customers. If you are looking to install a new fireplace or replace an old one - I could not recommend Hearth and Home more strongly.

Heart and Home did a great job installing two fireplaces for me in March 2021. We use them constantly. H & H was professional, on time, and communicative. I highly recommend.

I gave HHDU one star because of the customer service i received as a returning customer. After purchasing a $4000 Heat and Glo fireplace 2 years ago they came out with intellifire wifi. so i called and asked how much to upgrade the control module to wifi and they wont do it. Say it cant be done. They want me to replace the entire fireplace for another $5000 instead of replacing just the control or burner set. what a joke. really? i have to throw away a perfectly good fireplace over a $150 module? I don't think so! After i pushed the issue and we got ahold of the Heat and Glo rep, we found out they do actually have a cheap solution that allows any fireplace to work thru wifi. So it turns out the HHDU staff was just not up to date on the features of the products they sell.... I would have accepted an "I don't think this can be done but let us look into it and see what we can do" but don't just kick your customers to the curb until they write a negative review.

We used Hearth and Homes 3 years ago and the experience was absolutely phenomenal that it was a no brainer we would return to them. Going through a small renovation (again) we decided to upgrade our fireplace to a linear model. Gary, as usual helped us pick out the right one and walked us through what would best suit our home and our needs. Gary and James the installer both came to our home to check out the space and since we were doing the framing DIY, gave us grwat advice and feedback so we would be 100% ready for installation. Once installation was done, unfortunately there was too much snow on the roof that they could not finish the venting and we rescheduled another date closer to Spring to complete the venting so the fireplace could be used. However, Gary stayed on top of it and kept reaching out asking how much snow is on the roof. Once there was a brief thaw and gap between storms, he reached and asked if he could send James out last minute to finish the vent. Now we just need to finish our DIY project with tiling. Our fireplaces (2 Montigo linear model) are absolutely phenomenal and so beautiful to sit by on a cold Park City day/evening. Overall, Hearth and Home is a very professional and well-run business with great folks!

My experience with HHDU has been smooth and easy. Gary, Julie and the entire staff are friendly and knowledgable. After installation we had one minor issue through no fault of the store; Gary was on phone with the manufacturer and then came up and fixed problem right away. They carry all the top brands and we found the perfect one to place below our TV.

I would definitely recommend Hearth and Home Distributors of Utah in Sugarhouse. They have a huge selection of beautiful fireplaces but more importantly, they are fantastic to work with! We can't say enough about the manager Gary and how helpful he was in resolving a warranty issue we had with our Heat & Glo insert. We purchased a Heat & Glo direct vent fireplace insert in 2004. It had a lifetime warranty on the firebox. After 15 years the firebox developed a large crack. In October 2019 we reported the problem to the Hearth and Home Distributors service department, which is in Ogden, and they sent out a technician. After his inspection and report to Heat & Glo they would only authorize a patch of the crack, even though the warranty specifically stated that a crack the size of ours would result in replacement of the firebox. We contacted Heat & Glo personally to plead our case and offer additional information and pictures but we were told a patch to repair the crack was all they would authorize. We decided to go into the local Hearth and Home location in Sugarhouse and see if we could get any help there. After speaking with Gary about the problem he sent one of his technicians out to inspect the crack. After his technician's report Gary agreed that a patch was not appropriate for a crack this large. He went to bat for us with the manufacturer. He kept in constant contact with us personally throughout the process and was eventually able to get Heat & Glo to cover the firebox under warranty. He worked us into their busy schedule quickly during the peak holiday rush. The installers were on time, friendly and knowledgeable. They installed our new insert and gave us a complete tutorial on its operation in under 2 hours. They were also very neat and clean with their tools and in their work. We love our new fireplace and we would highly recommend Gary and Hearth and Home Distributors in Sugarhouse to everyone!

We have been using Hearth and Home for years and highly recommend them. They recently did a fireplace in a Parade of Homes house for us. They were quick to install in our short timeline and did an amazing job. The homeowners love their fireplace, as do we. Thanks Hearth and Home!

Great staff and product selection. Hearth and Home was able to schedule installation to meet our timing and the installers arrived as planned. They installed the product as anticipated, cleaned up and put furniture back in place as it was prior to their arrival. All in all it was an excellent buying and installation experience. I highly recommend Hearth and Home.