Hearth House

Not happy – I went to hearth house 1 month ago, and told Amy what I wanted, well she rang to say the part was in. Went down to Mandurah from Rockingham, to pick it up. Got the wrong size. Rang them back, after 4 attempts, then finally got [Name Removed]. Not happy, She wasn't helpful, actually rude. I will never come back to your shop ever ever again ,… Read more

you cost me $58 for the part ,which was wrong and 2trips to Mandurah, to get it, so now I have thrown it in the bin, as well as $ 58.. All they want us to do ,is buy a new fire.. They don't want to help.. But that's the WORLD TODAY.. Miserable. Do not recommend hearth house Mandurah....

Shocking (literally) – We had an enamel fireplace installed last winter. The facade was chipped in multiple places and the whole thing was wonky and partly leaning out of the wall. After we brought this to their attention they sent a group of techs out to reinstall. The same thing happened re the chips. We were told it was an issue with the model and they would reorder… Read more

the parts from Canada… in the meantime was also found that the floo was installed totally incorrectly and when we went to use the fire one day the whole house was filled with smoke. Third time lucky another tech was sent out…just one on his own who had been before and was aware there was no way he could do the job alone. He said the boss told him to come anyway. Thankfully my partner was home to help complete the job! It didn’t chip this time which was good, but we were given some enamel touch up paint just in case! After finally correcting the issues we have a working fireplace however if you touch the area below the switch to turn the fan on you’ll receive a nice electric shock. We have a soon-to-be walking baby so this is very scary. Staff at our local branch are aware but have ignored the problem. I’m lost for words to be honest and would like to make a formal complaint but am yet to find out where to do this…any ideas?

Cowboys – These cowboys installed my evap system - I've seen monkeys do a better job - half the trunking fell apart in the ceiling from day one ! Show details

Worst Customer Service – The worst customer service I have ever experienced. I have called four times about a broken fireplace I purchased only three months ago and I have been totally disregarded.

Terrible – We had our fire serviced by a Hearth House technician. We had new problems with the fire after the service and they sent another tech out to take a look, he was in a hurry, he told me had to get to another job and said he couldn't find the problem. Hearth House recommended another technician and agreed to pay the call out fee as the fire was worse… Read more

after they had serviced it but we would have to pay for any parts, I agreed. Safegas came out and said the wrong part had been fitted that was the problem. Hearth House then went back on their word, and refused to pay the call out fee, even though they had a service report from Safegas saying that the wrong part had been fitted. Terrible customer service I would not recommend these company at all.

Contractors that don't show up – Three days, no aircon. Each day, 'we will be there today'. Each day, 'sorry we got busy and can't make it until tomorrow.' Northam branch has poor service, poor response time and a lackadaisical approach to working with the customer. Save you money, don't contract out to them and please don't purchase any of their products. Better yet, RUN!

Home transformation-worth every cent!! – Purchased a Kent EV6 wood burning fire from Hearth House, Strelly Street, Busselton and it had transformed our large living area from a cold and draughty space to a warm and welcoming home. Expertly advised by Colin, store manager, we chose a fire with a fan and the heat spreads throughout the house making it comfortable and cosy. Returning home… Read more

on a winter's night from dog walking, we can feel the heat as we open the door.

Minor problem with the fire's door handle was swiftly and expertly resolved by Colin and we could not be happier with this fire, its installation and the after sales service from Hearth House, Busselton.

I am quick to criticise other products and companies but cannot fault Hearth Home, Busselton and this fire.

Am almost sorry the cold weather has gone and we won't need to use it for the next six months!

service. what service? – after booking a service 4 weeks before date, between 12 and 2. service guy thought he would turn up at 9.30. then leave a card in the door saying we weren' t home !! rang service dept and she said she would get the guy to come back after 12. then at 2:30 she rang to say he won' t be coming today now. to make another days appt. thanks hearthouse for wasting my whole day off !!!!

Should Be Riding Horses and Wearing Stetsons – What a bunch of cowboys! After finally getting them to agree to replace our ageing evaporative cooling unit and ducting with new, a couple of yobbos turned up and began stomping around all over the roof, cracking tiles in the process. Having ripped out the old Bonaire unit, Friday afternoon arrived so it was off for the weekend leaving a gaping… Read more

hole in our roof. Luckily it didn't rain that weekend!

The old ducting and aircon unit was strewn across the front lawn and stayed there for days.

The replacement Coolbreeze unit was useless and couldn't be turned down. Finally a sparky who actually knew something about these units turned up and said that it had all been set up wrong.

Numerous calls were made to their Cannington office to reach satisfaction with the normal "He's out / off sick / on holiday" being the standard response.

On the whole, the experience with Hearth House was a nightmare and would never go near them again for any heating or cooling requirements.

Terrible – Nothing was easy with this company. Midland Branch. Should have seen the warning signs when they couldn't even email me a tax invoice after accepting the quotation and wanting to pay the deposit. They were even annoyed that I would ask for a receipt. We went for the top of the range option when building our new double story home, and paid the… Read more

builder extra to make provisions for slab penetrations and ducting for the comprehensive reverse cycle 11 outlet, 5 zone system. The manufacturer of the system was fine, but the service standard of the management was hopeless. They asked that I tell them when the upper story slab was being formed so they could do the standard inspection to ensure penetrations were sufficient. I did so at the appropriate time, and they replied to thank me by email. Two months later after the house was partially built and it came time to install the system, they discovered they had not undertaken the inspection and there were obstructing beams. It was loo late to cut holes in the beams which is what was the original plan, and now they were asking for lots of extra bulkheads, pipes running through waredrobes and all at our cost to get the builder to make these changes. Shocked with this news, we asked to be updated and despite calling the operations manager every day for 4 days, and emailing, got no response. Whenever I rang I was told that old chestnut, "we were just about to call you", and when i asked for someone higher along the chain to get a better response, I was told, they weren't available either. Terrible company, terrible service start to finish, can't judge the workmanship, but management and customer service is non existant. People need to know about this before they go and commit $10-$15K on a system with these people and get messed around like we have. Considering action with Department of Consumer and Employment Protection to resolve who should pay for the extra costs as a result of the failure to inspect the site when notified.