The Promise, in One Paragraph
Every job Hearthstone Chimney Co. performs is covered by The Keystone Standard: a 90-day workmanship promise, in writing, with no paperwork to file and no argument to win. If something we did isn’t right within 90 days of your service date, call us. We’ll come back, we’ll look at it, and we’ll make it right. That’s the whole thing. No asterisks, no buried clauses, no receipt hunt. We have the job on file.
What’s Covered
- Our workmanship on every service we performed – if we cleaned it, repaired it, lined it, or installed it, the quality of that work is covered for 90 days from the date of service.
- Parts and materials we supplied and installed – if a component we sourced and put in place fails within the 90-day window, we come back and address it at no charge.
- The return visit itself – there is no trip fee, no diagnostic fee, and no service call charge when you contact us under this promise. The visit is on us.
- Any repair that doesn’t hold – if a fix we made fails to do what it was supposed to do within 90 days, we redo it. Not a patch. A proper fix.
- Job-site cleanup – if we left something behind or didn’t clean up the way we should have, that’s covered too. We work in your home the way we’d work in our mother’s.
- Your peace of mind – if something just doesn’t look right to you and you’re not sure whether it falls under the promise, call us anyway. We’ll tell you honestly what we’re seeing.
What Isn’t Covered
We want to be straight with you about what falls outside the promise. None of these exclusions are tricks. They’re situations where, fairly considered, the issue didn’t start with our work.
- Storm damage or accidents that happened after our visit – a falling tree limb, a hard freeze, hail on a cap we installed the week before. We’ll still come look, and we’ll still give you an honest assessment, but repairs caused by events outside our control aren’t covered under the promise.
- Work performed by another contractor after ours – if someone else worked on the same system after we did, we can’t stand behind what we didn’t do.
- Parts or materials the customer supplied – we use professional-grade materials from brands we trust: DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield. When a customer furnishes their own parts, we can’t guarantee what we didn’t supply.
- Normal wear on equipment we didn’t install – an aging damper or a decades-old firebox that was already in decline before we arrived isn’t covered, though if we see it, we’ll tell you about it before it becomes a problem.
- Issues the customer declined to have fixed when we flagged them – our technicians document what they find and give you a plain-English verdict. If we noted a problem and you chose to hold off, that particular issue sits outside the promise. We understand budgets. We’ll keep the notes and pick it up when you’re ready.
- Damage caused by operating the system contrary to our written guidance – if we advise against lighting fires until a repair cures and the firebox is used before that window closes, we can’t cover what follows. We put our guidance in writing so there’s no confusion.
How to Use the Promise
Step 1: Call (844) 803-1545 or book online
A live person answers every call, 24 hours a day, 7 days a week. Tell them you’re calling about a job we already completed. You don’t need a receipt, a claim number, or anything you have to dig out of a drawer – we have your job on file.
Step 2: Describe the job and roughly when it was done
Give us a general sense of what we worked on and when, and we’ll pull it up. That’s enough. No forms, no written statements, no fee to initiate a callback.
Step 3: We schedule the return visit
We’ll set a date that works for you and send a background-checked, uniformed technician – the same kind of crew that came the first time. Most return visits, like most first visits, are completed in a single trip.
Step 4: We make it right
The technician assesses the situation, explains what they’re seeing in plain English, and corrects the work. If parts are needed, we use the same professional-grade materials we always use. When we leave, the job is done right – because that’s the only standard we operate under.
Timing
The 90-day window begins on the date your service was completed. That date is on your written estimate and on our records. If you notice something in day 91 or 92 and you’re not sure whether you’re still covered, call us anyway. We’re not in the business of splitting days on a calendar with a homeowner who has a legitimate concern. We’ll look at it, we’ll be honest about what we see, and we’ll do right by you.
Hearthstone Chimney Co. operates through local crews across 35 states. Each location is independently operated. Every single one honors this promise, because the Keystone Standard isn’t a marketing line that varies by market. It’s how we’ve worked since 1984.
Questions About the Promise
If you have a question about your specific job, about whether something is covered, or about anything else related to your chimney, call (844) 803-1545. A real person will pick up, any hour of the day or night. No voicemail, no callback queue – just a straight answer from someone who knows the work.
Written by Russell Haines, Owner and Master Sweep, Hearthstone Chimney Co., serving local communities across 35 states since 1984.