Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

We stand behind every chimney we touch. If our work isn’t right, we come back and make it right - in writing, no arguing. That’s the 90-Day Done Right Promise, and it’s been our way since Russell Haines opened the doors in 1984. For Boston homeowners, this means you’re not left interpreting fine print or chasing someone down after the truck leaves. We document what we found with photos you can see, explain what it means in plain English, and fix it so it stays fixed. Done right - and we stand behind it.

Call (857) 597-5950

What’s Covered

• Workmanship on every repair and installation. Our technicians are background-checked, uniformed, and trained to complete most jobs in a single visit. If something we installed or repaired fails due to our labor within 90 days, we return and correct 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 slipped past you. If a part we supplied proves defective, we handle the replacement and the labor to install it.
• Jobsite cleanup after every visit. Chimney work leaves soot, debris, and masonry dust. We leave your Boston home as clean as we found it, and if we don’t, call us back - that’s part of the promise too.
• On-time arrival, or we’ll be there when we say. We respect your schedule. Our team plans routes around Boston traffic patterns and gives you a real arrival window, not a daylong wait.
• Honest pricing with no surprises. The number on your estimate is the number on your invoice. We agree on a flat price before any work begins, and we don’t tack on fees after the fact.

Our Satisfaction Promise

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

Call us at (857) 597-5950. A live person answers 24 hours a day, 7 days a week - not a voicemail, not a callback queue. Describe what happened. We’ll schedule a return visit, review the original Level-2 camera inspection photos we left with you, and determine whether the issue stems from our workmanship, a defective part, or something new that developed since our visit. If it’s on us, we fix it. No paperwork to file, no argument about who’s responsible, no charge for the callback. The 90-Day Done Right Promise is backed by our K.E.Y.S. values code: Krafted right, Every time, Your home first, Standing behind it. Russell Haines put this in writing because a company that plans to be in Boston for another thirty years acts accordingly. We’ve been here over 42 years. We’re not risking that reputation over one disputed repair.

Licensed & Insured Backing

Licensing and insurance are the real guarantee behind every promise we make. State licensing means our technicians have met Massachusetts requirements for chimney and fireplace work - not just anyone with a truck and a brush. Insurance and bonding protect your Boston home if the unexpected happens: damage to your property, injury on your jobsite, or a dispute that needs third-party resolution. We carry both, and we’ll provide documentation on request. Russell Haines has operated this way since 1984 because the alternative - cutting corners on coverage - eventually catches up with a contractor and the homeowner left holding the bill. When you hire Hearthstone Chimney Co., you’re hiring a company that can stand behind its work financially, not just verbally. That’s the difference between a guarantee you can use and one that sounds good until you need it.

What Homeowners Ask About Our Guarantee

How long does the Done Right Promise last?

Our workmanship guarantee covers 90 days from the date of service. If our labor or a part we supplied fails during that period, we return and correct it at no charge. Call (857) 597-5950 - a live person answers every call, every hour.

Do I need to keep paperwork to make a claim?

No. We keep records of every job, including the Level-2 camera inspection photos and the plain-English verdict we provided. You don’t need to hunt through a file drawer. Give us your address and the approximate date of service, and we’ll pull the documentation ourselves.

What if the problem turns out to be unrelated to your work?

We’ll tell you straight. Our camera inspections and photo reports document the condition of your chimney system before we start and after we finish. If a new issue develops - storm damage, a chimney fire, normal wear beyond what we addressed - we’ll show you the photos, explain what changed, and give you upfront pricing for the new repair. No surprises on the bill.

Are your technicians employees or subcontractors?

Our technicians are background-checked, uniformed employees of Hearthstone Chimney Co. We don’t send day laborers or unvetted crews to your Boston home. Most jobs are completed in a single visit by the same team that assessed your chimney.

Does the guarantee cover manufacturer defects in the parts you use?

We source professional-grade materials from DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield. If a manufacturer defect appears within our 90-day window, we replace the part and the labor at no charge. Beyond 90 days, manufacturer’s own warranties may apply, and we’ll help you navigate those claims honestly - we don’t hide behind them or pretend they don’t exist.

What happens if you’re late or don’t show up?

We’ll be there when we say. If Boston traffic or weather delays us, we call ahead with a real ETA, not a vague “sometime this afternoon.” Your time matters, and we build our schedule around respecting it.

Can I get the guarantee in writing before work starts?

Yes. Every estimate includes the 90-Day Done Right Promise in plain language. Russell Haines has refused to hide terms in fine print for over 42 years, and that hasn’t changed.

Standing Offers That Work With Our Guarantee

Our commitment to fair dealing extends to pricing. Current offers include:

• $50 off any repair over $250
• Free second opinion on any written estimate
• $89 seasonal tune-up
• Permanent 5% senior and veteran discount

These stack with the Done Right Promise. A discounted repair is still guaranteed for 90 days. A square deal: no surprises on the bill.

Why Boston Homeowners Choose a Company That Guarantees Its Work

Chimney work is largely invisible. You can’t see the flue liner from your living room, and you won’t know the crown repair held until the next nor’easter hits Boston. That information asymmetry - we know what we found, you have to trust us - is exactly why Russell Haines built this company on documentation and follow-through. Photos you can see. A plain-English verdict. A written promise with no arguing. We’ve swept chimneys in Back Bay brownstones, South End condos, Dorchester triple-deckers, and Brookline Victorians. The architecture changes; the guarantee doesn’t.

A company that plans to be in town in thirty more years acts accordingly. We’ve already been here over 42. That’s the Hearthstone Chimney Co. difference.

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