Economy Hearth & Home Inc.

I had a poor customer experience with their service/repair department.
It started with poor communication and finished with the credible threat of legal action but, a full refund after speaking directly with the owner.
I would recommend not pre-paying repairs but that’s what they insisted upon. After the credit card transaction went through, that was the last contact with the service department that I didn’t initiate.
They did come out 3 times, twice was a guy in a Tesla and, once in a company marked service vehicle. Both times they came out they left saying they needed additional parts or supplies.
These visits were weeks apart and required phone calls to get someone out.
Here’s some constructive criticism for them.
First, send people out in a marked company vehicle. I was deeply uncomfortable with Tesla guy, not because he was in a Tesla but, because he wasn’t in a van proudly marked with your company logo. It speaks to shady operations. Next, once you have taken your customers money, communicate with them.
You ghosted me and if I hadn’t already paid you for services I never fully got, that would have been the end of our relationship.
Thank you for making good on a refund, the check cashed, less a $5 fee but, I wasn’t going to deposit that one, not after this.
I still lost 12 weeks of my time and I had to pay my attorney to give your service manager a call, that he didn’t return, so at the end of all this, I lost money trying to support a small local company that originally installed the furnace in the first place.

He was pleasant, helpful in answering my questions. I feel much more confident using my gas fireplace now.

Dylan, Technician from Economy Hearth & Home, Inc. did a meticulous job in maintenance service on our Heat & Glo fireplace. Thank you for your diligence!