Fallon's Home & Hearth — Local services in Hampton Falls

I couldn't have had any worse of an experience with them. I want to warn everyone to stay away from this company. From day one they had no clue what they were doing. First they couldn't pull a permit like they said they would to install the stove, you would think a company who does this for a living would know how to do this. They sent me paperwork and left me to go to the town to do it. They had to reschedule multiple times to do the install since the "site" they said wasnt ready. Here is an idea, go out and check before you install it and tell us what we need to do. Don't show up the day of the install and say nope not doing it and leave. Then they finally showed up today to install, and trashed my house. I have a nice house, they didn't take off their shoes or clean up after themselves, they simply came storming in and tracked snow and mud all through my house and carpet and left it for me to cleanup. Here is the kicker, once it was all installed, they had me a bill 600 dollars higher than what i expected. I said to the installers, this cant be right, here is my receipt, shows the stove and install and everything. He said it doesn't include any of the piping to actually get the stove to work. The piping ended up being 20% of the cost of the stove and i really believe it was mostly made up. It was an outtake with about 4 feet of pipe. Not a word was ever mentioned to me about any extra charges or materials that were going to be needed to install the stove. Just another way this place works you over. BUYER BEWARE. I called the manager, he told me nothing i can do, its how it is. His name is Bob, i would categorize him as overly useless. If you go and buy a stove here, you deserve the bad service...

I've used Fallon's in the past for my wood pellets, and it's always been kind of middle of the road. Delivery guys are usually good, but the communication between purchase and delivery is not great.

Knowing that, I was doing my best to be patient, but when I hadn't heard ANYTHING for three weeks, I verified my purchase (which was web only for purchasing pellets, something that gave me cause for alarm off the bat), then called to check up on the order. I was forwarded to a voice mailbox, ID'd by only the number. I left a message. Eight days later, I called again and did the same thing. Today (now six weeks from date of purchase), I drove to Fallon's only to be told they have nothing to do with the delivery end, that it's being handled by North Atlantic Fuels. There was also a sob story about how the guy who had taken over their deliveries died unexpectedly. Sad story. Not my problem. I did not contract with North Atlantic Fuels, Fallon's did. I paid Fallon $2000+ for four tons of wood pellets, the whereabouts of which I cannot get any answers. The guy at Fallon's offered to have Mrs. Fallon call me. Good idea. I have questions -- like how is any of this my problem? Like since the guy passed in August, maybe you should have been transparent about the delivery issues with your customers.

Do NOT do business with this company. In general, customer service in this area is woeful, but to take $2000 of my money for a purchase and then say with a shrug that you have nothing to do with deliveries is not acceptable. ...

I purchased a Harman pellet stove here and the sales support was outstanding. After one year, I ran into a problem with the igniter failing. I was unable to manually light the fire. When I contacted the dealer, I was told about a two week lead time for service calls. Given that the stove was not working, I felt this was not acceptable. After posting my original review, Harry Fallon reached out to me to explain an update to their service policy. Effective next season, they will no longer perform stove cleaning service during the heating season. This will free up their service techs to repair stoves which is far more critical than simply cleaning. I had performed a cleaning during the summer on mine and hopefully everyone will follow this approach.

I changed my review based upon the store's very quick and responsive action to my concerns. I would strongly recommend them for...