Silver Bow Hearth & Home — Local services in Butte

I called in September when my fireplace (the only heat source in my living room) would not light. The guy who answered the phone told me that he would come over the next day to look at it. He showed up right on time (I didn’t mind that he was reeking of marijuana, because he was polite and professional, and I was so happy that he was here because it was starting to get really cold). After looking at the stove, he told us that they would have to order a part and it should be here in a week or two. He also told me that since my contractor had sealed the fireplace in with our new tile, that we would have to hire someone to break open and then redo our tile job because it was illegal for him to work on this without having proper access. We hired someone the next day to cut the stove out of the wall. The fireplace sitting in the middle of our living room, and a big hole in the wall was wonderful décor for all of our Thanksgiving guests as we waited for over a month in freezing Montana temperatures and heard absolutely nothing from this company. Finally, when we called to see what was taking so long, we were informed that the part had not even been ordered. The owner told me that he would call me Monday morning, "no matter what” to schedule someone to come over and install the part. He didn't call. I finally called back two weeks later, and Nancy told me that the part was in, but they did not have anyone to come over to install it. I explained to her that I had no other heat source in my living room, and it was very cold in my house. It was obvious that she could have cared less, but she put me on the schedule for three weeks out. I waited. An hour before they were to FINALLY come out to install the part, the owner called to tell me that they weren’t coming. I understand that they are busy, (we all are), but NOT ONCE, did I ever hear a simple “I’m sorry” from anyone at this company. That would have gone a long way with me. Save yourself the trouble and call...

I called in December 2024 to have my propane insert serviced as it wasn't working. We wanted it to be done professionally. Two young guys came out and were polite. The one working on the stove said it was a trial by fire . As he wasn't sure what was wrong. He ended up replacing a few parts with used parts from the truck . This heat source is important to use we would have footed the bill for new parts. The part we thought we needed was suppose to be on the truck before the service visit. It wasn't. The service person also broke our fake logs that are in the insert. He didn't apologies or seem remorse full kinda angry at me. And just said," now I will get a free log out of it." Which I haven't. The guys also took the sparkling fiber and our lava rocks. I was told I would get a call from the office that day. I didn't. I had to call. I was told I would be put on the schedule once they had figured out what to do. We just want heat. I have now called four times. Same answer every time. We will call you back, don't call us. This morning the office said they'd call back in 15 minutes, it is now going on 4.5 hours. No call back still. So after two months Silver Bow Hearth and Home are not concerned I don't have this heat source. They haven't replaced a broken item from their service man and will not return calls. It will be - 18 tonight. Great. I would never recommend them.

Update: Jim was finally informed of the issues and gracefully came out to the house and fixed the stove and made it right. It took 3 months and...

Silver bow hearth and home is an excellent place to do business with we bought a gas stove from them to replace our old gas stove that was poorly repaired by previous home owner. Last week our pilot light and stove was blown out by the strong winds. The next day I could not get our stove to stay lit. I had called and talked to one of the workers and was informed that it was probably a weak thermocouple and they had the item in stock and we could pick it up that day. After talking to Jim we got a new flush mount 3 way pilot part to replace our old one and then was walked through how to replace the parts myself. When I got home I couldn't figure out why I wasn't able to do the things I was told would be simple I called back and talked to Jim after we discovered we had been looking at different models of the same stove and Jim went above and beyond to help me dismantle my stove replace the parts and put it back together and ensure it worked properly. Jim stayed at the shop after hours and even helped me from his home! I am so glad to support a business that takes care of their...