Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

When we say we stand behind our work, we mean it in writing. Our 90-Day Done Right Promise covers every chimney sweep, repair, and installation we complete in Wakefield and the surrounding communities. If something isn’t right, we come back and make it right. No paperwork to file, no argument about whether the issue counts, no runaround. We’ve been serving local homeowners for over 42 years, and we plan to be here for thirty more. A company with that horizon doesn’t burn relationships over a callback. Done right - and we stand behind it.

Call (857) 364-8219

What’s Covered

• Workmanship on every job. Our technicians are background-checked, uniformed, and trained to complete most repairs and sweeps in a single visit. If our work doesn’t hold up through normal use, we return and fix it at no charge.
• Professional-grade parts and materials. We work exclusively with DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield. No builder-grade substitutes, no surprise downgrades. The brand we quote is the brand we install.
• Leave-no-trace cleanup. Chimney work is messy by nature, but your living room doesn’t have to be. We protect floors and furniture, and we clean up after ourselves. If we tracked it in, we remove it.
• On-time arrival, every appointment. We’ll be there when we say. If our schedule shifts, you’ll know before you rearrange yours.
• Honest, upfront pricing. The number on your estimate is the number on your invoice. A square deal: no surprises on the bill.

Our Satisfaction Promise

If you’re not satisfied, we’re not finished. Here’s how our make-it-right process works in practice.

Call us. A live person answers our phones 24 hours a day, 7 days a week - not a voicemail tree, not a callback queue. Describe what happened. We’ll schedule a return visit, typically within 48 hours for non-emergency issues and same-day for anything involving carbon monoxide risk or structural safety. Our technician arrives, reassesses the work, and fixes what needs fixing. No charge. No “restocking fee.” No debate about whether the problem existed before we arrived.

This promise is governed by our K.E.Y.S. values code: Krafted right, Every time, Your home first, Standing behind it. Russell Haines, our owner and master sweep, put these in place because he’s seen too many homeowners get the runaround from contractors who treat guarantees as marketing language instead of binding commitment. At Hearthstone Chimney Co., the 90-Day Done Right Promise is printed, presented, and honored. In writing, no arguing.

We also know that chimney work involves judgment calls. A liner might last another season, or it might need replacement now. Our Level-2 camera inspections end with photos you can see and a plain-English verdict - documented like an engineer, explained like a craftsman. If we recommend work, you’ll understand why. If something can safely wait, we’ll say so. The guarantee covers our workmanship, but it also covers our honesty.

Licensed & Insured Backing

Licensing and insurance are the real guarantee behind every promise we make. State licensing means we’ve met Massachusetts requirements for chimney and fireplace work, including knowledge of local codes that affect Wakefield homes specifically. Insurance and bonding protect you if the unexpected happens - property damage, injury, or a dispute that needs third-party resolution.

We’ve maintained these credentials continuously since 1984. That’s not a formality; it’s a record you can verify. Many fly-by-night operators carry minimal coverage or let it lapse between jobs. We don’t. Our insurance and bonding are current, comprehensive, and matched to the scope of work we perform. When a technician from Hearthstone Chimney Co. arrives at your Wakefield home, you’re covered - and so are we. That’s how a company operates when it plans to be in town for another thirty years.

How Our Guarantee Compares

We’ve heard from Wakefield homeowners who’ve dealt with chimney companies that “guarantee” work verbally, then disappear when problems arise. Others bury exclusions in fine print: “guaranteed unless caused by normal wear,” or “guaranteed if you pay for an annual maintenance plan.” Our 90-Day Done Right Promise has no such escape hatches. If we installed it, swept it, or repaired it, and it’s not performing as it should, we return. The K.E.Y.S. code doesn’t allow for loopholes.

We also stand apart in how we document our work. Every Level-2 inspection produces dated, labeled photos of your flue interior, crown condition, and any areas of concern. If a question arises later - whether with us or with a future buyer of your home - you have evidence of what was found and what was done. This documentation habit has saved Wakefield homeowners thousands in unnecessary repeat inspections.

What Homeowners Ask About Our Guarantee

Does the 90-Day Done Right Promise cover parts and materials?

Yes. If a DuraFlex liner, HeatShield application, Gelco cap, or any other component we install fails due to defective material or our installation, we replace it and reinstall at no charge. Manufacturer defects on components are rare with the professional-grade brands we use, but when they occur, we handle the replacement directly. You don’t chase warranties across multiple companies.

What if I notice a problem after 90 days?

Call us anyway. The 90-Day Done Right Promise is our formal commitment, but our relationship with Wakefield homeowners doesn’t expire on day 91. For issues related to our workmanship that surface later, we assess fairly and typically offer discounted or no-cost resolution depending on the circumstances. A company that plans to be here in 2056 doesn’t nickel-and-dime its neighbors.

Is the guarantee transferable if I sell my home?

Workmanship guarantees apply to the property where the work was performed. If you sell within the 90-day window, the remaining coverage transfers to the new owner with proper documentation, which we provide on request. This has helped several Wakefield sellers demonstrate to buyers that their chimney system was professionally serviced by a company that stands behind its work.

How do I make a claim under the guarantee?

Call (857) 364-8219. A live person answers 24 hours a day, 7 days a week. Describe the issue. We’ll schedule a return visit, reassess the work, and make it right. No forms to download, no “claims department” to navigate. The K.E.Y.S. code was designed specifically to eliminate bureaucracy from standing behind our work.

The Guarantee Behind the Guarantee

Russell Haines founded Hearthstone Chimney Co. in 1984 on a straightforward principle: do the work properly, explain it honestly, and fix it fast if something goes wrong. That was uncommon then. It’s still uncommon now. The 90-Day Done Right Promise, the K.E.Y.S. values code, and our insistence on professional-grade materials from DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield all serve that original principle.

We’ve swept chimneys in Wakefield’s Colonial-era homes near Lake Quannapowitt and in newer construction throughout the Greenwood and Montrose neighborhoods. We’ve rebuilt fireboxes after freeze-thaw damage from Massachusetts winters, installed caps to keep out the squirrels that populate the Lynnfield Street corridor, and replaced liners in homes where previous owners burned unseasoned wood for decades. Every job carries the same guarantee because every job carries our name.

If you’re comparing chimney companies in Wakefield, ask each one: Is your guarantee in writing? Who answers the phone if I have a problem? What brands do you actually install, not just advertise? How long have you been in business, and do you plan to stay? The answers separate companies that stand behind their work from those that stand behind their marketing.

We’re Hearthstone Chimney Co. Done right - and we stand behind it.

Written by Russell Haines, Owner at Hearthstone Chimney Co., serving Wakefield since 1984.