The Promise, in One Paragraph
Every job Hearthstone Chimney Co. performs is covered by the 90-Day Done Right Promise – part of the Keystone Standard that has guided our work since 1984. If something we did isn’t holding up, or if the work isn’t right, call us. We’ll come back, we’ll fix it, and we won’t charge you for it. No forms to file. No fine print to decode. No arguing. Just a square deal, the way it should have always been.
What’s Covered
- Our workmanship, on every service we performed. If a repair we made, a liner we installed, a crown we rebuilt, or a sweep we completed doesn’t perform the way it should within 90 days of your service date, it’s on us.
- The parts and materials we supplied and installed. Every product we bring to a job – DuraFlex liners, HeatShield restorations, Gelco and Famco caps, Olympia and Copperfield materials – is covered for the same 90-day window.
- A return visit, at no charge. If something needs a second look, we schedule it the same way we scheduled the first visit. You don’t pay for the trip.
- A full redo if a repair doesn’t hold. A patch that fails is a patch that wasn’t done right. We’ll do it right.
- The job site, left clean. If we left a mess or missed something on cleanup, that’s part of the job too. Call us and we’ll take care of it.
- A plain-English explanation of what we find. When we come back, we’ll tell you exactly what happened and what we’re doing about it – the same way we do on the first visit.
What Isn’t Covered
We want to be honest about the edges of this promise. These exclusions are things most homeowners would agree are fair.
- Damage caused by a storm, a fallen tree, or an accident after we left. We can’t stand behind an act of nature. But we’ll still come out, assess what happened, and give you an honest picture of what it will take to put things right.
- Work performed by another contractor. If someone else touched the chimney between our visit and your call, we can’t be accountable for their portion of the work. We’ll still come look and tell you what we see.
- Parts or materials you supplied yourself. When a customer provides their own components and asks us to install them, we can ensure our labor but not the material itself. Our recommendation is always to let us source professional-grade products – it’s the only way we can stand fully behind the result.
- Normal wear on equipment we didn’t install. An older damper that we noted but weren’t asked to replace, or a cap that was already in place before our visit, isn’t covered by this promise. If we flagged it in our report, you’ll see it in writing.
- Problems you declined to have addressed when we identified them. Our Level-2 camera inspections are thorough. If our technician flagged an issue and you chose to hold off on the repair, the condition that follows isn’t something we can cover. We’ll always note declined items on your inspection record – not to cover ourselves, but so you have a clear picture of where things stand.
- Conditions outside the chimney system itself. Roof damage, siding, attic moisture – if something adjacent to the chimney is contributing to a problem, we’ll tell you plainly, but those repairs fall outside what we do.
How to Use the Promise
Step 1: Call (844) 803-1545, or book online.
A live person answers every call, every day, every hour – no voicemail, no callback queue. Tell whoever answers that you’re calling about a previous job and want to talk about the 90-Day Promise. That’s all you need to say to get started.
Step 2: Tell us the job and roughly when it was done.
You don’t need your invoice, your receipt, or your confirmation number. We keep the job on file. Give us your name and address and we’ll pull up exactly what was done and when.
Step 3: We schedule the return visit.
We’ll get a technician out to you – the same way we did the first time. No fee to book the return visit, no form to sign, and no deposit. We set a time and we’re there when we say we’ll be.
Step 4: We make it right.
Our technician will look at what’s not working, tell you what they find, and fix it. The work is covered. You don’t pay for the return visit or the repair. That’s the whole promise.
Timing
The 90-day window opens on your service date and closes 90 days later. If you notice something on day 91, call anyway. We won’t hide behind a calendar. The promise has a defined window because we think that’s honest – but we’re also reasonable people who have been at this since 1984, and we’re not looking for reasons to turn a good customer away. Hearthstone Chimney Co. operates across eight locations in six states. Each location is independently operated. Every one of them honors this promise.
Questions About the Promise
If you’re not sure whether your situation is covered, don’t try to figure it out from a page – just call us. A live person at (844) 803-1545 can answer your question directly, pull up your job, and tell you exactly where things stand. No runaround, no hold music designed to make you give up.
Written by Russell Haines, Owner and Master Sweep at Hearthstone Chimney Co., serving communities across the country since 1984.