Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

We’re Hearthstone Chimney Co., and we’ve been sweeping, repairing, and rebuilding chimneys in West Hartford and the surrounding towns for over 42 years. Our guarantee is simple: we do the work right, and if we don’t, we come back and fix it. That’s not a slogan we printed on a magnet - it’s how we’ve operated since 1984, and it’s how we plan to keep operating for the next thirty years. A company that intends to be in West Hartford for decades acts accordingly. We don’t cut corners because we have to live with our reputation on every street we service, from Elmwood to the Center, from Bishops Corner down to Charter Oak.

Call (860) 743-1516

Our 90-Day Done Right Promise governs everything we do. If something isn’t right, we make it right. In writing. No arguing, no paperwork to chase down, no “let us check with the office.” You call, we come. That promise is backed by our K.E.Y.S. values code: Krafted right, Every time, Your home first, Standing behind it. Those aren’t initials we reverse-engineered to spell a word. They’re the actual standards we hold ourselves to on every job in West Hartford.

What’s Covered

• Workmanship on every sweep, repair, and rebuild. If a joint we sealed opens up, if a liner we installed shifts, if a cap we fitted lets water in where it shouldn’t, that’s on us. We fix it at our expense, not yours.
• Professional-grade parts and materials. We work exclusively with DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield. No builder-grade substitutes, no “equivalent” brands you’ve never heard of. If we specify a material for your West Hartford chimney, it’s because we’ve seen it hold up through Connecticut freeze-thaw cycles.
• Complete jobsite cleanup. Our technicians lay down protection before they start and leave your hearth, floor, and surrounding area as clean as they found it. If we tracked something in, we track it out.
• On-time arrival, or we tell you exactly why. We’ll be there when we say. If traffic on I-84 or a previous job in Farmington or Newington runs long, our office calls you - you don’t have to wonder.
• Honest, upfront pricing with no surprises. The number on the estimate is the number on the invoice. We don’t “find” additional problems once we’re in your home and present you with a larger bill. If our Level-2 camera inspection reveals something we didn’t quote, we show you the photo, explain what it means, and give you a separate, clear price before any additional work proceeds.

Our Satisfaction Promise

Here’s what happens if you’re not satisfied with our work in West Hartford. You call (860) 743-1516, and a live person answers - 24 hours a day, 7 days a week. Not a voicemail, not a callback queue, not an app that promises a response within 24 hours. You explain what’s wrong. We schedule a return visit at your convenience, not ours. Our technician arrives, background-checked and in uniform, reviews the issue, and fixes it. No charge. No argument about whether it’s “really” our fault. No paperwork you have to fill out to “process” the complaint.

The 90-Day Done Right Promise covers this explicitly. We’re not hoping you’ll forget or decide it’s not worth the hassle. We’re putting it in writing because we’ve learned that the fastest way to earn trust in West Hartford is to be the company that handles problems without making the homeowner work for the solution. Most of our jobs are completed in a single visit precisely because we don’t rush the first one. But when something does need a second look, we treat it as seriously as the original call. That’s the Keystone Standard. Done right - and we stand behind it.

We’ve found that homeowners in neighborhoods like Westmoor Park and the homes near West Hartford Reservoir particularly appreciate this directness. You’ve got old masonry, you’ve got weather exposure from the hills, you’ve got the particular clay soil that shifts foundations and stresses chimney structures. Problems can be subtle. We’d rather you call us back with a concern than live with a slow leak or a draft that doesn’t draw right. A callback costs us time. A dissatisfied customer costs us everything.

Licensed & Insured Backing

Here’s the guarantee behind our guarantee. Hearthstone Chimney Co. is licensed and insured. That paperwork isn’t a formality - it’s what protects you if something goes wrong in a way no handshake can. If a technician is injured on your property in West Hartford, our coverage handles it, not your homeowner’s policy. If we damage a roof shingle, a gutter, or interior finish during access, our insurance responds. We carry this coverage because we’ve been in business long enough to know that “it’ll never happen” is not a plan.

Connecticut doesn’t hand out chimney contractor licenses to anyone with a brush and a ladder. The requirements exist because chimney work touches structural integrity, fire safety, and carbon monoxide containment - real hazards that can harm real people. Our licensing means we’ve met those standards and maintain them. Our insurance means we can make you whole if we fall short. Together, they mean we’re a real business with real accountability, not a guy with a truck and a cell phone who might answer next week or might not.

Forty-two years in the Hartford area has taught us that the homeowners who call us back, who refer their neighbors, who leave us in their estate plans for the next owners - they’re not swayed by flashy marketing. They want a square deal: no surprises on the bill, work that holds up, and someone who answers the phone when there’s a problem. That’s what our guarantee delivers. That’s what Hearthstone Chimney Co. stands behind in West Hartford.

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