American Heritage Fireplace

I spent almost $11,000 on a new fireplace at American Heritage and they did a very subpar job. I have been trying to get the salesman Todd Verploegh to fix it for 2 months and am being completely ignored. When I do manage to get him on the phone, which is very rare, I am blown off with excuses like "We're looking into it, it'll take a while" or "We have to talk to so and so" or "Maybe we can try this or that fix" with no follow up.

It is always me calling and emailing him, and never getting a response. I understand they're busy, but I would think $11,000 earns me at least a response. Funny how communicative he was before he got my money. The issue: They installed a white tile surround (which they approved) and white grout (which they chose) and it immediately turned yellow from the heat (see photos).

For $11,000 I expect at a minimum, my fireplace to not turn yellow, and customer service to actually acknowledge my issue and attempt to make it right. It has been going on 2 months and they are ignoring me and the warranty. I assume they're just wasting time until the warranty runs out so they can refuse to fix it. Read the other reviews about terrible customer service on here.

This is clearly a pattern. I do not expect a response to this review as American Heritage only cared about getting my money and have ignored me since. It's time to pursue other avenues to get this resolved.

Great company and great employees. Just recently had a Regency direct vent installed by them and I love it! I also use them for all my maintenance and cleaning along with any service needs. I've always had nothing but positive experiences with them. Thanks guys!

Professional, and amazing rates. This was my first fireplace purchase and they made the process so simple. Thank you guys, I'll definitely be recommending them to others.

I needed to get my fireplace done. It was in really bad condition. Saw these guys, talked to them, and 3 days later they were ready to start. I'm an annoying customer, I ask a lot of questions. They answered them normally, did a great job on my new fireplace. Definitely recommend!

Ricardo and his partner came out and fixed my fireplace which we have not had on in at least 15 years. They did a spectacular job and it's like brand new. They very gently suggested some things that we have to look into in upgrading our system for our needs. They were clean - they were pleasant - they were respectful and they did a sensational job. I don't know why I waited so long to get my fireplace in working order. I highly recommend their service. Great job guys

I recently scheduled a cleaning for my fireplace and was very pleased with the service. The technician identified a potential issue with the firebox ceramic tiles and provided a couple solutions to consider on a future visit. Appreciated the good service + insights, will definitely recommend American Heritage

I have two gas fireplaces from American Heritage installed years ago. Miriam was very helpful when I was scheduling a repair call. She recommended I forward detail on the model before the repair call to avoid charges for a return call if they didn't have the part on the truck. Ray (repair technician) did a great job during a very busy time of year. He answered my questions and gave me some insights about problems I was having with a second fireplace. Super service and I learned about FP maintenance.

American Heritage sent Christian over to service our fireplace gas logs. He was a very pleasant guy and quickly assessed and corrected our problem. The logs burn better than ever. There was a bit of confusion about the billing but Michal, who I believe is the service manager, was very understanding and we quickly resolved that as well. We will be using AHP again in the future for our fireplace and outdoor firepit needs.

A beautiful fireplace refresh. American Heritage Fireplace came in, the crew organized, safely masked up and both with "smize" as Rihanna likes to say. The team replaced the pilot assembly efficiently and professionally. Plus, the reset they gave us for the logs and embers for our ventless is the best we've ever had! Beautiful and looks almost real. Sooooo looking forward to the Chicago winter now! We will be toasty.

Adrian was very helpful in showing us several different options of gas logs. We left with a good understanding of what we needed and will be back to make a purchase soon!

Great staff! Knowledgeable and its obvious they like what they do. We purchased two log sets with gas lines to both. Richard was very helpful and responsive to all of our calls and emails. The crew that did the install were very nice and respectful of our home and time. We would recommend this companyto friends and family.

Completely dissatisfied with American Heritage from start to finish and would recommend you take your business elsewhere. Their sales and customer service teams are seriously lacking, especially when you consider the premium price of their products and the nearly $7,000 we spent on our fireplace. Every request we sent, we had to follow up - shouldn't that be their job?

After an installation error, they gave us the run around and left us an additional bill for the repair work. Very disappointed in our entire experience, and now they have to come back for a 4th time because of another error.

Stopped in at 4:55pm (didn't realize they closed at 5) to ask about a vent for a heater. Everyone was super helpful. They took the time to show me what they had but it was too big for my application. Recommended another company and even offered to order the parts if I could not find them elsewhere. Outstanding customer service!

I was interested in PURCHASING a new fire place insert/ remodel for my home. Had a car at great length about what I was looking for and was really excited about the upcoming appointment for the quote. They never showed up! I'm heading over to Chicago gas and fire company where the reviews seem to be outstanding.

Had warranty work done but they left it looking worse after they fixed it. They removed the pan, sand, and glass and left it an absolute mess. I went to the store to buy more glass to fix their mess. Waited forever, told the guy working and he could have cared less about it. Clearly quality and customer service is not a priority for these guys. I will never be back nor will I recommend American heritage fireplace to anyone! Look at the picture. It is so bad!