Steve in sales/technical service is very knowledgeable about all things related to hearth products. He is very helpful and is glad to answer questions. He is also experienced and enthusiastic about pellet BBQs. I was looking for someone to clean my chimney and after reading the reviews, I will not use this company. The other owners were so nice and easy to deal with. Anyone know of other chimney cleaners? Update: It is now January 4th and we are STILL dealing with this company. We finally worked out having the woodstove itself directly shipped to us in Sitka (no thanks to AK Hearth, we had to call the shipping company ourselves to sort the whole thing out), but we are still no closer to having the pipes. Nick told us several weeks ago that the pipe shipment he had ordered (from Washington, he thought but wasn't sure?) was delayed and he wasn't sure if, or when, they would ever get their shipment so he could send us the pipes we need to install our stove. He told us he would drive to a lumber store in town that sells piping, purchase what we needed himself, and personally put it on an overnight air shipment to us. That was almost three weeks ago. Since then, we have gotten ONE more email from Nick telling us he still didn't have the pipes but we should call the lumber store ourselves (??) and order what we need. We called the lumber store. They don't even stock the pipe Nick told us they did. We have called to try to talk to Nick MULTIPLE times, but there is no way to get ahold of him directly, or even talk to a manager or the owners. This company apparently uses some answering service out of Seattle to field their calls (no wonder!) so all we can do at this point is keep calling and complaining to whichever poor receptionist happens to be answering the phone that day. Supposedly our complaints have been forwarded to Nick himself and the owners of the company, but at this point, almost three months later, they clearly care exactly 0% about their customers and have no desire to actually follow through with anything they promised. We had hoped to have this woodstove installed before winter hit full force, but at this rate we'll be lucky to have it installed by next Christmas. Save your sanity, NEVER work with this company. _______ Absolutely the worst business my husband and I have ever dealt with in our lives. We started working with their salesman, Nick, on October 20th. Within a week or two, we had placed an order for a woodstove and pipes. The woodstove was supposed to be shipped straight from Washington to Sitka, bypassing Juneau, so we could get it faster. The pipes were supposedly ordered and were supposedly going to be shipped to us once they arrived in Juneau. It is now mid-December, and we are no closer to having our woodstove that we HOPED to install before winter. Nick has basically refused to return phone calls for weeks on end, forcing my husband to call for updates every week or two. Almost every time he says he will call us with an update, he doesn't. Just last week we had to call the barge company directly, ourselves, to find out that the stove was NOT shipped to Sitka, but was shipped to Juneau. No word yet on whether they're going to re-ship it to us. We finally called to formally complain about the bad service on Monday, December 12th. No actual employees answer the phone - it's basically an answering service with a receptionist who started off by saying they don't have a manager currently, and laughing at my husband as he tried to explain the horrible service we've been getting. After a five minute explanation, she finally said she would alert Nick that we were upset and would also forward our complaint to the owners. Four days later, and we have still not heard a single peep from either Nick or the owners. If someone in our own town stocked the woodstove we were hoping to get, we would 100% be cancelling our order, demanding a refund on the stove (which is paid for, by the way) and giving our business to someone else. If there is ANYONE at all you can use other than Alaska Hearth Products, do it. Two months, and we still have no woodstove and no estimate on when (or if) it will ever arrive. Unacceptable. We always had good service from this business until this year. When we scheduled a maintenance visit two young guys came out and made a huge mess, plus left with my stove in unusable condition. They were called back twice to repair what they had done, but the stove continues to smoke so bad, it can't be used. Note: previous service folks showed us how to adjust our settings for the most efficient use. These guys re-set the stove to where it was burning a bag in one day and this was in mild weather! We had to return it to the original setting. I loved my Quadra Fire but am very frustrated with the huge change in service. It is a shame. Very poor!!! Can't get a call back to save my life. Ordered a product that was supposed to be here and installed in no later than a month. Going on three months now and still waiting..... Fortunately I'm just the remodel worker. The owner is NOT happy. Helpless because out of town.
Alaska Hearth Products is a US Store based in Juneau, Alaska. Alaska Hearth Products is located at 8600 Airport Blvd, Juneau, AK 99801, USA.
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