We stopped by D&W Chimney to ask them for advice to install a second hand wood stove. Even though they'd be making very little money with us (we'd only buy pipes from them), Matt took over 2 hours to explain to us all options, discuss pricing and answer our questions.
I needed to buy a new control and switch for my Heat & Glow fireplace. I called another dealer in the area and they wanted an additional $50 for shipping the part from the distributor to the store? I thought i could do better. D&W ordered it for me with no shipping charge. After i installed the switch I needed a manometer to set the gas pressure. Mathew at D&W lent one to me and then took my call to tell me how to use it. Exceptional service!
AWFUL customer service. I tried to get warranty help on a Vermont Castings stove that was not purchased from these arrogant douche bags. At first it seemed like one person there, Matt, was willing to help. Then his boss got involved and it was all downhill from there. I was fed a line of B.S. about how difficult it was to get warranty coverage for a stove not purchased from them even though they're allegedly an authorized Vermont Castings dealer. I was also given a bogus suggestion on how to do a temporary fix for my refractory engine which was starting to crumble. "Just use some pieces of insulation... it won't melt, it'll just turn red hot..." they told me. Guess what. The insulation they gave me melted. Don't let them fix your stove with idiotic suggestions like that.
Wonderful people!
Don't go anywhere else.
Don't waste your time people. Move along.
And when we had further questions the following day, we called back and, again, had excellent service, with great, honest explanations of our options.
D&W Chimney sucks. I'll happily drive 30 miles out of my way to get parts from Alber's.
Thanks! Now we know what we can expect to pay someone else.
Oh yeah, and because D&W never got back to me, I missed the 5 year deadline on getting Vermont Castings to cover the labor to get the stove fixed.
We called these guys after having someone give us a recommendation. We asked if they would come out to give an estimate on a gas insert install from scratch. Whoever answered the phone was so rude it was borderline entertaining. He laughed when asked if they do in-home estimates saying, "well yea, but it's not free." and then he said "well what do you want done?" We told him a gas insert from scratch and he simply said "yea, like $7,000 to $8,000".
Friendly family business! Fit me in their schedule fast. They're honest, reliable and I felt like they really know what they're talking about and felt like the price was really reasonable for fixing my propane fireplace. Will definitely use them again!
After multiple calls not being returned, waiting 4 months for an answer and being told by one employee "...if I had taken your (initial) call I would have told you to forget it." I went to Alber's Fireplaces. I got my warranty parts in a matter of weeks and they were more than happy to help. Alber's didn't hassle me over not purchasing my stove from them or anything like that.
This is a family business and they are all incredibly knowledgeable and friendly. I'd highly recommend them for their honest and genuine advice.
D W Chimney Fireplace Shop is a US Home Goods Store based in Whitehouse Station, New Jersey. D W Chimney Fireplace Shop is located at 489 U.S. 22 East, Whitehouse Station, NJ 08889, USA.
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