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January 2024 by Ronny Worley
Overpriced . Saved $400 shopping elsewhere .
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October 2023 by Robert Richardson
Went to the 3 Brevard-area fireplace stores seeking a (wood-burning) fireplace mesh screen; learned all they do is install new gas fireplaces. Very little to no actual fireplace support. With most tourists in the Eastern U.S. moving here and building houses, this is easy money. Biltmore was the only personable store, and after pleasant conversation, the owner went upstairs, rummaged around and found my fireplace screen. At very fair prices.
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September 2023 by Laura R
Laura4 years agoI called this company requesting a service call, as I could not get my five year old gas fireplace to light. I had not used the fireplace for over two years due to this issue.I had called Biltmore Hearth and Home (who originally installed the fireplace) several times over the past two years, with no response.The woman who did finally call back advised me that, in the event my fireplace started right up when they tried it, I would still be charged the $125 service call. I understood and agreed.The four (!) gentleman who came to perform a service call on my fireplace were friendly and polite. Sure enough, Phil was able to start up the stove immediately. They were in my home less than five minutes.I did not balk at paying the $125 service call, as I had agreed to do so.I was able to get the fireplace to ignite on my own after that, but the stove would automatically shut off after running for 25-30 minutes. This happened each time I ran it.I called BHH to report this issue. I was not given a service call appointment until over a month later. I was advised that the igniter box might need to be changed out, necessitating a charge. I understood that. I was also told that, on the original call, I had not reported that the stove turned off, just that it would not start up.I responded that there was no way I could know it would shut off, if I could not even get it to light.The other day (of course, in late April when I no longer need to run the stove) the guys (three this time) showed up for the service. Again, very friendly and polite.Phil asked me how long it’d been since the stove had been cleaned. It had never been cleaned. He took some pieces apart, cleaned the dust and adjusted the pipe leading into the stove (saying that a back draft might be causing the shutdowns). They waited for 25 minutes to make sure there was no automatic shut down, which there was not.I received a call telling me I would be charged $85 (less than the first charge of $125) for this service call, plus tax. I responded that it would have made sense for the repairmen to have checked the stove for dust, and to adjust the pipe, on the original call. That way, there would not have been a need to make the second call. I was told they did not know the stove would shut down - and I repeated that, of course, I did not know that either, as I had been unable to get it to light.I asked to speak with a Jason, manager, who did acknowledge that he and the bosses had discussed my situation. They determined that their service team should ask more questions of clients, so as to avoid a situation like this from happening to future customers. I told him that is very nice that future customers would benefit from my experience, but that I have no benefit from this experience.I asked Jason to please bring my situation once more to the bosses, and to consider dropping the fee, due to the circumstance. He responded that they had spent enough time discussing my ‘case’, and would not bring it up again.I am giving the company two stars rather than one, out of respect to the the gentlemen who came for the service call. However, in my head the management team rates zero stars
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January 2023 by Oderus Urungus
**BUYER BEWARE** This company tried to charge considerably more (for the exact same fireplace insert w/ exact same accessories) than their competitors were asking. I scheduled for a quote and they provided one free of charge. The total estimate exceeded 10K with installation included.They claimed to be insured and bonded, as well. I never actually seen the paperwork. I was told this by the installer. Take that information with a grain of salt.Word to the wise. A Gas Fireplace Insert requires electricity to run. These folks failed to mention that. When I highlighted this very important issue I was told that they're not licensed electricians.However, they're licensed fireplace installers? They don't know that they'll need access to electricity to power the fireplace insert? Thats odd.Here's where things get comical. I was told (via email by the installer) that they would run an extension cord out of the front of the fireplace and plug it into a wall outlet 20 feet away. Red Flag City!He claimed that an electrical box could not be installed in a wood burning fireplace that already has a gas (liquid propane) log set installed. It was a city code violation. Their competitors disagree wholeheartedly. The electrical can be routed through the fireplace.Who would spend over 10k to have an extension cord sticking out of the front of the fireplace running across the room to an outlet? Not me. You will be victimized if you're not careful.For fun. Ask them where the extension cords are in their (gas fireplace inserts) advertisement images? Did they photoshop them out of the images on their website? Does the extension cord jump rope option cost extra? Probably. Caveat emptor.
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April 2022 by Anne Boykin
Outstanding service! Honest, dependable, knowledgeable and professional. We were told by two other companies they could not repair the fireplace and that we would need a new fireplace. One estimate was $12,000 and the other $7000 Biltmore hearth found the parts and repaired perfectly for less than $500.Highly recommend!!we will look for opportunities to tell others about such great service!
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March 2022 by Leanna Miller
Truly the worst. I can't write the whole saga because I will cry, but it's been over a year and thousands of dollars and I still do not have a working fireplace.
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January 2022 by Marcie Mott
Oh my goodness! Cannot say enough great things. I was on a quest to find an igniter switch to only find every store in my path closed. The owner just happened to pull in as I was finding the next store on maps. He ran inside and came out with a switch off one of his showroom fireplaces. It worked! Thank you, thank you, thank you!!
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December 2021 by Debra Lynn
I wanted a Bis, I got an Astria....NOT the same. Then there was a piece missing to open the flu. This was discovered in April. It is now November. I am told, after not being told a week later, the part is ordered. When I asked WHEN it would be in I was told they didnt know. AND they were fussy at me when the only polite person (Jason in service) DID NOT convey info to office. I am sorry are golden words when someone makes a mistake. I did not hear those words once. I was told after 4 calls that I should not be getting upset. Too many other places in town to deal with this bad behavior. Perhaps the owner will see this as I couldnt get the last rude guy to give me his name or get him to call me.
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March 2021 by Karen Warren
We purchased a Napoleon Gas Fireplace at BHH to go in our new home in 2018. The sales people were extremely helpful and knowledgeable. We have been very satisfied with the service/maintenance calls we have had since then. A shout out to Jason who was our serviceman last week...so thorough and professional!
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March 2021 by Ruth Klug
Excellent customer service! Very responsive to phone calls and their fireplace tech is very professional, knowledgeable and courteous.
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February 2021 by jody guokas
I’ve worked with many fireplace suppliers in our area and these guys are by far our favorite. They are reliable, good communicators, and priced fairly.I would highly recommend them
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February 2021 by Cindy Crawford
We are very pleased with the work done for us. They went above and beyond. We will gladly call again if the need arises.
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November 2020 by Carolyn Graham
Jason Yocum - Hearth Design Specialist assisted me in locating the perfect wood stove for my mountain homeHe is unbelievably the best there is - he is so kind - courteous and knowledgeableHe is truly an asset to Biltmore Hearth and Home staffIf you need help in making a good choice please ask for Jason
