Sierra Hearth & Home Closet — Local services in Carson City

Absolutely terrible, there is NO customer service after they have your money. I purchased a Jotul 3F because it is the only back vented product available, it also came with a short-leg option that was necessary for this installation. I paid for it and had it delivered, but decided to save about a $1000 dollars by installing it myself, so it ended up sitting in the garage for two months before being installed. When I tried to put the short-legs on, though, they didn’t fit. Knowing that I was already in a disadvantaged position, I was as helpful and polite as could be. First, I scanned the flat surfaces of the long-leg and short-leg so that the I could show the difference in an email, but there was no response. Then a couple of days later, I went to the store to talk to them in person. They immediately started to claim that there has never been a problem before, but they could not deny the different sizes because they had scan that I sent them, so they reluctantly agreed to call the sales representative. After a week of waiting, I called them for an answer. They insisted that I had the right legs and that they would reorder it for me, but I would have to pay for another set, $100. That was obviously unacceptable, so it went back and fourth for another week or two as I tried to get them to resolve the issue with the sales representative. During that time, the store owner refused to take my call, but answered the phone a half-hour later when I called back, so he was reluctantly forced into it. It didn’t make any difference, though, so it was clear that the problem started with him. About three or four weeks after discovering the problem, it was obvious that they were not going to help, so I decided to press the issue. Still being polite and respectful, I sent an email and expressed my frustration that I had no alternative but to cut the legs of a brand-new stove to make it fit. The store manager sent the following email in reply:

“Hello, sir. We have offered you several times to order you new legs, and we have consulted with everyone at Jotul in this regard as to a resolution for us. The consensus is that the legs have not change, and you did receive the correct ones. If you have taken a hack saw to your unit, we are unable to help you at this point. If we order a new set of legs for you, and they come the exact same, you will need to pay for both sets. As far as returning the legs, we have a no-return policy on special ordered parts, there is a flyer that states so on the counter. We are unable to refund you for these legs as they have been verified by Several people that they are correct. I am sorry that you feel as though you were not properly taken care of, but we did try to resolve the issue.”

This is their response after seeing the actual differences in the part. It is incredulous that after being confronted with incontrovertible evidence that the mounting surfaces are actually different, that they would deny the obvious truth and persist in a flagrant lie that absolves them of any responsibility. After being shown the difference in parts, they apparently decided that it is better to ignore the evidence and stick it to the customer. Looks like they have a future in politics. As I responded below: “Your store is one of the sleaziest operations that I've had the misfortune of coming across. Be sure to check out the comments I'll be making on YELP.” FYI: I finally did a work around by using an additional rotating elbow for the vent. This allowed a small “dip” in the venting and cleared the lintel on...

I wish I could give this company zero stars. We purchased a pellet stove from them about 7-8 years ago. My father always did the maintenance on it, but passed away this last summer. My mother needed to get the stove working for the winter and called in October for a service visit. They came in mid-November. So, it had already been a few weeks and with Nevada's climate, this meant winter had already arrived. The person who came out, Dan, said he needed to order some parts and would call her when they came in. Weeks past and she had not heard anything. Finally, 6 weeks from the initial call for a service order, Dan calls saying he has the parts. He leaves a message because we did not pick up when he called. My mother calls back and he says that she needs to call the main office to schedule a service call. When we do that, they tell us that they will not be able to get to us until the 16th of January! My mom and I go to the store to figure out what is going on because we started this process weeks ago and it shouldn't take this long to get a follow up appointment.

Once we get there we soon learn that they obviously don't want our business. We switch gears and just ask for the parts that they had because obviously they were not going to be able to install them in a reasonable time. They look everywhere for them and can't find the parts. They then call Dan and Dan tells them that he never ordered any parts and he never told my mother anything. Except, we have voicemail and the text messages from him. They then try to tell us that it is a different Dan we are working with, so they make us show them the contact information to show it is there Dan. It was, no shock there. Dan hadn't ordered the parts. He tried to schedule us out into January because he hadn't done what he said he would do. Ultimately we were told "We try to do our best for our customers." Well, if this is there best, then you shouldn't be doing business with them. And, if your best includes lying, blaming customers for your failures, and leaving customers in the cold through winter then quite frankly it isn't close to good enough. Stop covering up for your lying employee and actually do something about your screw ups.

If you need someone to call for help, Fireplace Distributors of Nevada is up in Reno and they do service calls in Carson City. They were able to get the parts we needed in less than a week and they did not need an initial service visit to get...

One Star because you can't leave any less. Worst company that I, as a property manager and Real Estate Broker in Lake Tahoe, have ever dealt with. We had Sierra Hearth set up to service 2 of our homes with fireplaces in the beginning of December 2022. When they didn't show up, my assistant reached out to them and they said "we don't have you on the schedule". This was a flat out lie by them as I had personally set this up towards the end of October and we even verified a couple of weeks prior to the appointment. They said they would put us on the schedule for the first week in January 2023. We had to take it because we figured there was not much we could do at this point. The day of repair, their service tech called our office prior to us opening and didn't leave a message with our answering service receptionist (who would have reached me immediately) if needed. Then, he called us again 15 minutes later (5 mins after our office opened) to get access to the 2nd home. When we were in the process of giving him the door code, we said we'll give you the code for the other home that was scheduled too. He said, "No, I was already there and no one answered my call so, I'm not doing that home now". After I expressed how this was a really ridiculous business action to take as he showed up prior to our office opening and didn't even leave a message with our receptionist as to what he was calling for, he hung up on me. I called their main office and demanded to speak to their manager Noel and was told she was busy and would call me back. I tried 2 more times over the week and got the same response. Fortunately, we found another company in Reno who came out within a few days and made the repairs for us. I have used Sierra Hearth and Home Closet many times over the last several years for our vacation rentals and their service has always been less than good, but we had to use them as there were not many options to choose from. However, now that there are more fireplace companies to choose from in Reno who will make the travel to Lake Tahoe, I will never use this company again and will inform all of my current and future clients of my...