Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

When we leave your home in Bedford, we’re not done with you. We’re done with that job. Our 90-Day Done Right Promise means exactly what it says: if something we touched isn’t right, we come back and make it right. In writing, no arguing, no paperwork shuffle. Russell Haines has run this company since 1984, and we’ve been sweeping chimneys in Westchester County for over 42 years. A business that plans to be here in thirty more years doesn’t dodge its callbacks. We fix them.

Call (914) 409-9387

Our guarantee is governed by the K.E.Y.S. values code we live by: Krafted right, Every time, Your home first, Standing behind it. That’s not wall art. It’s how we decide whether to send a technician back on a Saturday, whether to absorb a material cost when the manufacturer won’t, and whether to tell you a repair can wait another season because your flue is still sound. We’ve turned down work when the camera showed nothing wrong. We’d rather earn your next call than pad this one.

What’s Covered

• Workmanship on every sweep, repair, and installation. Our technicians are background-checked, uniformed, and trained to complete most jobs in a single visit. If a joint smokes, a cap leaks, or a liner settles wrong within 90 days, we return and correct it at no charge.
• Professional-grade materials from brands we trust. We work exclusively with DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield. No builder-grade substitutes, no chasing the lowest bid on materials. If a part fails because we sourced or installed it incorrectly, that’s on us.
• Thorough jobsite cleanup. Chimney work is dirty by nature. We lay protection, contain the mess, and leave your hearth, floors, and furniture as we found them. If we missed ash on the mantel or a boot print on the rug, call us and we’ll return to make it right.
• On-time arrival, or honest communication when traffic wins. We’ll be there when we say. If a prior job runs long or a storm hits I-684, our office calls ahead with a real ETA, not a shrug.
• No-hassle upfront pricing with zero invoice surprises. The number on your estimate is the number on your invoice. We don’t discover “unforeseen complications” that double the cost after you’ve signed. If we encounter something genuinely unexpected, we stop, explain, and get your approval before proceeding.
• Level-2 camera inspection documentation you can see. Every inspection ends with photos and a plain-English verdict, documented like an engineer and explained like a craftsman. You get the evidence, not just our opinion, so you can decide with confidence.

Our Satisfaction Promise

If you’re not satisfied, we’re not finished. Here’s how the 90-Day Done Right Promise works in practice.

Call us. A live person answers 24 hours a day, 7 days a week. Not voicemail, not a callback queue, not an app that routes you to a call center in another state. You’ll speak with someone who can access your job record, see the technician’s notes, and schedule a return visit. Russell Haines reviews every callback personally. Most are resolved in a single trip because our technicians carry the tools and common parts to fix typical issues on the spot.

We don’t debate whether the problem exists. We don’t ask you to prove we caused it. We don’t disappear behind a warranty claims department. If we touched it and it’s not right, we make it right. That’s the Keystone Standard, and it’s been our standard since before “customer service” became a corporate training module.

In 42 years, we’ve learned that most disputes aren’t about money. They’re about respect. About being heard. About a homeowner in Katonah who watched a technician rush through a sweep and wondered if the flue was really clear, or a family in Pound Ridge who received a $4,000 liner quote with no photos to back it up. We solve this with transparency. Photos you can see. A plain-English verdict. Pricing agreed before we start. And if we fall short of that standard, we don’t argue. We return.

Licensed & Insured Backing

The 90-Day Done Right Promise is only as strong as the company behind it. Hearthstone Chimney Co. is licensed and insured, which means if the unexpected happens, your home and our crew are protected. We’ve been in Bedford and the surrounding Westchester communities since 1984. We’ve outlasted three recessions, multiple fuel booms and busts, and the rise of fly-by-night sweeps who advertise cheap and vanish when the phone stops ringing.

Licensing isn’t a decoration. It means we’ve met New York’s requirements for chimney and fireplace work, that our technicians are trained to recognize hazards from carbon monoxide risks to compromised flue liners, and that we carry the insurance to make you whole if something goes wrong. Insurance isn’t exciting until you need it. Then it’s everything. We’ve seen chimney fires in Armonk that started from creosote buildup a cheap sweep missed. We’ve seen water damage in Chappaqua from a cap installed without proper flashing. Our coverage protects you from the cascade of costs that follow shoddy work.

Russell Haines built this company on the understanding that we’re working inside your home, around your family, near your children’s bedrooms. That requires trust earned over decades, not demanded in a tagline. Our guarantee is our word, backed by paperwork that matters, and a presence in this community that will outlast any single job.

Done right, and we stand behind it. That’s the deal. A square deal: no surprises on the bill, no arguments if we need to return, and a live person on the phone whenever you call. (914) 409-9387.

Written by Russell Haines, Owner at Hearthstone Chimney Co., serving Bedford and Westchester County since 1984.