Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

When we say we stand behind our work in Freeport, we mean something you can hold in your hand. Every job we complete carries our 90-Day Done Right Promise - in writing, no arguing. If it’s not right, we come back and make it right. That’s not a slogan on a truck. That’s how we’ve operated since 1984, and it’s how we plan to keep operating for the next thirty years. We’re not a crew that chases storms and vanishes. We’re the company that sweeps the same Freeport chimneys we swept for your neighbors’ parents. Done right - and we stand behind it.

Call (631) 735-5125

What’s Covered

• Workmanship on every sweep, repair, and rebuild. Our technicians are background-checked, uniformed, and trained to complete most jobs in a single visit. If a joint needs re-pointing, a liner needs re-seating, or a cap needs adjusting within 90 days of our work, we handle it. No paperwork battle. No “read the fine print.”
• Professional-grade parts and materials only. We work exclusively with DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield. No builder-grade substitutes, no “equivalent” swaps you didn’t approve. The brand on your estimate is the brand on your chimney.
• Your home left as we found it - or better. Chimney work makes soot. We control it. Drop cloths, HEPA vacuums, and a walk-through before we leave. If we tracked something in, we track it back out. That’s part of the job, not an extra.
• On-time arrival, or we communicate. We’ll be there when we say. If traffic on the Meadowbrook or a prior job in Merrick runs long, our office calls you - a live person, not a robocall. You deserve to plan your day around real information.
• No-hassle upfront pricing. The number on the estimate is the number on the invoice. A square deal: no surprises on the bill. If we discover something unexpected during a Level-2 camera inspection, we show you the photo, explain the finding in plain English, and get your approval before any additional work.

Our Satisfaction Promise

Here’s what happens if something doesn’t sit right after we leave.

You call (631) 735-5125. A live person answers - 24 hours a day, 7 days a week. You explain what’s wrong. We schedule a return visit, typically within 48 hours for Freeport and surrounding Nassau County. Our technician arrives, assesses the issue, and fixes it. If the original work failed due to our error or a defective part we installed, you pay nothing for the callback. If the issue stems from something outside our scope - say, a new roof leak or a change in how you’re burning - we’ll show you exactly what we see on camera and give you an honest assessment of whether we’re the right crew to address it.

The 90-Day Done Right Promise is governed 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 handshake doesn’t survive a disagreement. Paper does. We’ve honored this promise across three generations of Freeport homeowners, and we intend to honor it for three more.

Photos you can see, a plain-English verdict. That’s how we document. That’s how we explain. That’s how you know where you stand.

Licensed & Insured Backing

The 90-Day Promise sits on a foundation that matters more than any single job: we’re licensed and insured, full stop. That paperwork isn’t a formality. It’s what protects your home if a technician takes a wrong step on your roof, if a ladder contacts a power line, if a tool slips during a crown rebuild. We’ve carried this coverage continuously since 1984 because Russell Haines has seen what happens when “chimney guys” operate without it - and it’s never the operator who pays the price.

Our insurance and bonding also mean we can pull permits when Freeport or Nassau County requires them, and we can produce documentation for your own homeowner’s policy if asked. Some insurers now require proof of professional chimney maintenance before covering fire claims. We provide that documentation, dated and detailed, after every sweep and inspection.

Background-checked technicians, uniformed crews, vehicles marked with our name - these aren’t marketing choices. They’re accountability measures. You know who entered your home. We know who represented our name. And if something goes wrong, there’s a chain of responsibility that leads back to Russell Haines, Owner at Hearthstone Chimney Co., not to a subcontractor or a dissolved LLC.

How Our Guarantee Compares to Typical “Warranties”

We’ve reviewed competitors’ paperwork in Freeport and across Long Island. Here’s what we regularly see that we refuse to do:

• One-year “parts only” coverage on labor we performed. If our technician installed it, we stand behind the installation. Period.
• “Call within 30 days” windows that expire before burning season even starts. Our 90-day window covers you through your first heavy use cycle, when problems actually show themselves.
• Exclusions for “acts of God” that include ordinary weather. Coastal Nassau County gets nor’easters. Your chimney cap should handle them. If our installation didn’t, we need to know.
• Transfer requirements that void coverage if you sell. Our promise follows the work, not the owner. New buyers in Freeport deserve to inherit confidence, not a voided receipt.

Standing Offers That Reinforce Our Guarantee

Our guarantee isn’t the only way we put our money where our mouth is:

• $50 off any repair over $250 - because maintenance shouldn’t be postponed until it becomes an emergency.
• Free Second Opinion on any written estimate - bring us another company’s paperwork. We’ll review it honestly. Sometimes they caught something we didn’t. Sometimes they didn’t. You’ll know either way.
• $89 Seasonal Tune-Up - a full sweep and basic inspection to catch issues before they require our guarantee at all.
• Permanent 5% Senior and Veteran discount - no expiration, no “first-time customer” gimmick. If you served, or if you’ve earned your years, we apply it every time.

What We Ask in Return

Our guarantee assumes you’re using your fireplace and chimney as designed - burning seasoned hardwood, not pressure-treated lumber or Christmas wrapping paper. It assumes you notify us promptly when something seems off, not after three months of “meaning to call.” And it assumes you let us complete the work we recommend based on camera evidence you can see for yourself, not based on a hunch or a neighbor’s opinion.

We don’t invent hazards to sell work. We also don’t guarantee work we weren’t allowed to finish. If our Level-2 inspection reveals a cracked flue liner and you decline the repair, we document what we found, note your decision, and our guarantee covers only what we were permitted to address.

Questions About Our Guarantee?

How do I make a claim under the 90-Day Done Right Promise? Call (631) 735-5125 any time. A live person will take your information and schedule a return visit. You’ll never reach a voicemail queue or an app.

Does the guarantee cover manufacturer defects in parts? We handle the replacement and reinstallation at no charge to you. We then pursue the manufacturer ourselves. You deal with one company: ours.

What if I move before the 90 days expire? The promise transfers to the new owner of the home. Just have them mention the original job address when they call.

Is the guarantee different for chimney sweeps versus rebuilds? The 90-day timeframe is consistent. The nature of “done right” scales with the job - a sweep means no remaining creosote and a clean firebox; a rebuild means structurally sound masonry and watertight flashing. We define “right” before we start, not after we’re done.

Do you guarantee same-day response for guarantee claims? We don’t promise what weather, traffic, and prior commitments might prevent. We do promise a live person who answers, a real appointment scheduled, and arrival when we say we’ll arrive.

Call (631) 735-5125 with any other questions - or to schedule work confident that Hearthstone Chimney Co. will stand behind it. Estimates are free. The peace of mind is permanent.

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