Family Hearth and Patio in New London, CT Open now

Reviews about Family Hearth and Patio

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  December 11, 2019, by Terry G
  Deceptive and commissioned based customer service. They charged me $160 to, "service and repair my gas insert, plus parts". According to Cat. she initially asked for a $79 deposit then changed it to the full $159 last minute. So I went with it. Pretty simple... It needed a part, I bought the part and now it's another $160 to come back and install the part. $320 plus parts as far as I can figure. When I complained and asked for the owner, it was suddenly $80 to come back because "they made a mistake and didn't know that had already been out to my house". And by the way, the owner is VERY busy and impossible to get on the phone. Always have to deal with a floor sales person who is good at running interference for the owner. I'm pretty sure there's commission on service issues as well. Deceptive and bad business. When i asked if I would be charged again if the part didn't work the owner said, "i'm not sure, I don't know what to tell you." Couldn't get him on the phone again after that. Just tell me up front that it's $160 for diagnosis, and another $80 every time you come to my house until it's fixed. And by the way, your response to a previous post indicates that you reviewed video and AUDIO recordings of the interaction with the sales person. I do not recall being notified of this for quality assurance purposes when I entered the store. Video is one thing, audio and video is another...
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  November 07, 2019, by fatima omerovic
  Very disappointed with my experience at Family Hearth and Patio store. If I could give them negative stars, I honestly would. Came in today with my husband to purchase Regency F3500 Stove. I was very excited about the purchase and couldn’t wait to get to the store. When we got there, we met the owner who was incredibly unprofessional. We have been told there is a Veters day sale however when we told the owner which stove we were looking for, all of a sudden there was no sales what so ever. There also should have been Regency all accessory sales, for example blower should have been free. He priced up the blower on top of regular price for the stove and was going to ‘thow in’ a tray. The way he talked and behaved I felt like like we entered a USED CAR Dealership from the 80s. He was so dishonest and you felt very quickly that you are being bumbuzzeled and taken advantage off. This is a total scame and a rip off. Do not go to this store, unless you have some money to waist. Regency should disqualify them as authorized dealership. If you want to get a great stove with amazing price and service, I would highly recommend visiting Pondside Kitchen and Hearth in Deep River, CT.