90-Day Done Right Promise - if it's not done right, we make it right

What Our Promise Actually Means

If the work isn’t right within 90 days, you call us, we come back, and we fix it – no charge, no forms, no arguing. That’s the whole promise.

Call (844) 803-1545

We call it the 90-Day Done Right Promise, and it’s not a marketing phrase we print and forget. It’s the Keystone Standard – the same guarantee that governs every company under the Keystone family – applied specifically to chimneys, spelled out in writing, and handed to you before we ever touch your flue. The Keystone family stands behind this brand, and this brand stands behind the crew that knocked on your door.

What you are entitled to is simple: a job done right the first time. If it isn’t, you make one phone call. A real person answers. You tell us what’s wrong. We schedule a return visit. We fix it. You don’t pay again. You don’t fill out a claim form. You don’t wait for a supervisor to approve anything. The promise is in writing because a promise you can’t read isn’t really a promise.

Why We Answer Fast, Everywhere

A one-truck operation is at the mercy of one schedule. When that truck is busy, your call goes to voicemail. When the owner is on a roof in February, nobody’s confirming your appointment.

Hearthstone Chimney Co. has local crews operating across 35 states. That network exists for one practical reason: so that when you call (844) 803-1545, someone answers – not tomorrow, not after a callback queue clears, right then. A real person picks up 24 hours a day, 7 days a week.

What that also means is dispatch. Our technicians run stocked vehicles so a return trip for parts is the exception, not the standard. It means most jobs get done in a single visit. It means your appointment is confirmed within one business hour of your call, and we’re typically at your door within two business days. We’ve built that window carefully, and we don’t promise it lightly. A national footprint isn’t a corporate abstraction – it’s the reason we can actually keep that window honest in Tulsa the same week we keep it in Pittsburgh.

How We Make It Right

You Tell Us

Call (844) 803-1545 – same number, same live person, any hour. Tell us what’s wrong in plain language. You don’t need to know the technical term for it. “The damper still leaks” or “the cap looks loose” is plenty. We log it and we get moving.

We Come Back Out

We schedule a return visit on your timeline. No fee to return, no scheduling charge, no waiting on a parts order that takes three weeks. Our crews carry what they need because we built our vehicles to handle the job that’s actually in front of them.

We Fix It

The same standard applies on the return visit as it did on the first one. Professional-grade materials from the brands we trust – DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, Copperfield – no builder-grade substitutes swapped in because it’s a callback. The K.E.Y.S. values code has a line that covers this exactly: “Every time – the 400th job gets the care of the first.”

You Sign Off

We don’t consider the job closed until you do. That means a walkthrough, a look at the work together, and a plain-English explanation of what we did and why. If something still isn’t right, we haven’t left the loop yet – the 90-day window resets on any new work performed.

What Stands Behind the Promise

A guarantee is only as solid as the people and systems behind it. Here’s what’s actually behind ours.

Every technician who comes to your door is background-checked and uniformed. That’s not a courtesy – it’s a baseline. You’re letting someone into your home, and you deserve to know who they are before they cross the threshold. We’ve required this since before it became an industry talking point.

Our pricing works one way: a written estimate before any work begins, and the number on the estimate is the number on the invoice. No hourly rates, no surprises when the bill arrives, nothing to sign up for. Every job is priced job-by-job off a free written estimate – that’s the only mechanism we use.

The materials matter too. We work exclusively with DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield – brands the trade respects, not whatever came off the cheapest pallet. When the 90-Day Done Right Promise covers our work, we’re not worried, because we used the right parts to begin with.

And behind all of it is the Keystone family – a company that has served local communities for over 42 years and intends to be here for forty more. A company that plans to still be in your town in thirty years doesn’t cut corners on year one.

Ask Us to Prove It

Call (844) 803-1545 any hour and a real person will answer. Book online if you’d rather. Either way, your appointment is confirmed within one business hour. The full terms of the 90-Day Done Right Promise are on our terms page – read them before you book if you like. We wrote them to be read.

Written by Russell Haines, Owner and Master Sweep at Hearthstone Chimney Co., serving homeowners nationwide since 1984.