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 governs every chimney sweep, repair, and rebuild we complete in Trenton and the surrounding communities. If something isn’t right, we come back and make it right. No paperwork to file, no argument to win, no runaround. Russell Haines has operated Hearthstone Chimney Co. this way since 1984, and we’re not about to change now. A company that plans to be in Trenton thirty years from now acts accordingly.

Call (856) 519-0832

Here’s what that looks like on your job: we show up when we say we’ll show up, we price the work upfront so the number on the estimate matches the number on the invoice, and we leave your home clean. If any piece of that falls short, you call us. A live person answers, 24 hours a day, 7 days a week. We schedule the return visit and fix it. That’s the Keystone Standard, and it’s how we’ve served local communities for over 42 years.

What’s Covered

• Workmanship on every sweep and repair. Our background-checked, uniformed technicians complete most jobs in a single visit using professional-grade materials from DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield. If our installation or repair doesn’t hold up through normal use within 90 days, we return and correct it at no charge.
• Parts and materials we supply and install. We work exclusively with industry-trusted brands, never builder-grade substitutes. If a component we installed fails due to defect or our handling within the promise period, we replace it and make the surrounding work right.
• Cleanup and property protection. We lay down protective coverings, use industrial vacuums with HEPA filtration, and inspect our work area before we leave. If we miss something, you call us back and we handle it.
• On-time arrival and communication. We’ll be there when we say. If traffic on Route 1 or a prior job in Lawrenceville or Ewing Township delays us, we call ahead with a real ETA. You shouldn’t have to wonder when your technician is showing up.
• Honest, upfront pricing with no surprises. The number on your estimate is the number on your invoice. We don’t discover “additional problems” mid-job that weren’t visible during our level-2 camera inspection. If we missed something in our initial assessment, that’s on us to address within the scope we quoted.

Our Satisfaction Promise

If you’re not satisfied with any aspect of our work, here’s what happens. You call (856) 519-0832. A live person answers, any hour of any day. You explain the issue. We schedule a return visit, usually within 48 hours during business days. Our technician arrives, reviews the concern with you, and fixes it. If we need to order a part, we tell you exactly when it will arrive and when we’ll be back. You don’t pay for the return visit. You don’t sign new paperwork. The 90-Day Done Right Promise is already in writing from your original job.

Russell Haines put this process in place because he’s seen too many homeowners in Trenton get stuck between a contractor and a manufacturer, each blaming the other. That doesn’t happen here. Hearthstone Chimney Co. is your single point of accountability. We chose the materials, we did the work, and we stand behind both. In 42 years of serving this community, we’ve learned that a guarantee only matters if the homeowner actually uses it without friction. That’s why we wrote the K.E.Y.S. values code: Krafted right, Every time, Your home first, Standing behind it.

Photos you can see, a plain-English verdict. That’s our inspection standard, and it’s also how we handle complaints. We’ll show you what went wrong, explain why, and fix it so you understand the repair. No jargon, no deflection.

Licensed & Insured Backing

A written guarantee is only as solid as the company behind it. Hearthstone Chimney Co. is licensed and insured, which means there’s real financial backing if something goes seriously wrong. Not a promise on a website, but coverage that protects your property and our technicians while we’re on your roof or working inside your flue in Trenton’s older homes.

Licensing matters because chimney work touches building codes, fire safety standards, and in many Trenton neighborhoods, historic preservation requirements. Our technicians know the local codes. Insurance matters because chimney work involves heights, combustion systems, and sometimes structural access that carries real risk. We’ve carried this coverage continuously since 1984. A fly-by-night operator can’t say that, and their “guarantee” often evaporates when they do.

Russell Haines has seen competitors come and go in Mercer County. The ones who last are the ones who back their work with actual credentials and actual money. Our 90-Day Done Right Promise is backed by both. When we tell you a liner installation or crown rebuild is done right, you have our word, our writing, and our insurance standing behind it. Done right - and we stand behind it.

How to Use Your Guarantee

The process is simple. Keep your original estimate and invoice. If you notice an issue within 90 days of completion, call (856) 519-0832. Describe what you’re seeing. We’ll pull your job photos and inspection report from our files, review the work, and schedule a technician. Most callbacks are resolved in one visit because our technicians document thoroughly and most jobs are completed correctly the first time. When something does slip through, we treat it as seriously as the original job.

We don’t make you choose between our standing offers and your guarantee coverage. The $50 off any repair over $250, free second opinions on written estimates, $89 seasonal tune-ups, and permanent 5% senior and veteran discounts are always available. Your guarantee is separate, automatic, and non-negotiable.

Why We Guarantee This Way

Trenton homeowners have heard every sales pitch. What they haven’t heard enough is a contractor who stays in business long enough to honor a promise. We’ve been here since 1984. We’ve swept chimneys in Mill Hill, repaired fireboxes in Chambersburg, and rebuilt crowns in the Top Road area through blizzards, heat waves, and every economic cycle New Jersey could throw at us. We’re still here because we do what we say we’ll do, and when we don’t, we make it right faster than the homeowner expected.

That’s not marketing. That’s just how Russell Haines runs Hearthstone Chimney Co. The essential foundation for your home starts with a company that plans to be here when you need us next.

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