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 covers every chimney cleaning, repair, and installation we complete in Newton. If something isn’t right, we come back and make it right. No paperwork battle, no runaround, no “let us check with the office.” Russell Haines put this guarantee in place because a company that plans to be serving Newton for another thirty years doesn’t dodge its obligations. We answer to our neighbors, not to a distant corporate office.

Call (857) 754-5607

Every job we take carries the K.E.Y.S. values code: Krafted right, Every time, Your home first, Standing behind it. That isn’t wall art. It’s the filter we run every decision through, from which materials we stock on our trucks to how we train our technicians. We’ve been at this since 1984, and we’ve learned that shortcuts cost more than they save.

What’s Covered

• Workmanship on every service. Our chimney sweeps, repairs, liner installations, cap and crown work, and fireplace services are executed to professional standards using DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield materials, and we guarantee the quality of that work for 90 days.
• Parts and materials integrity. We use only professional-grade brands, never builder-grade substitutes. If a part we install fails due to our installation or sourcing, we replace it under our promise.
• Job site cleanup. We leave your Newton home as clean as we found it. Soot containment, floor protection, and debris removal are part of the job, not extras.
• On-time arrival. We’ll be there when we say. If we’re running behind, our office calls you, a live person, not a robocall.
• Honest, upfront pricing. The number on your estimate is the number on your invoice. No surprises, no hidden charges discovered mid-job, no pressure to add services you didn’t request.
• Level-2 camera inspection documentation. You receive photos you can see and a plain-English verdict. Documented like an engineer, explained like a craftsman. If our assessment doesn’t match what you were told by another company, our Free Second Opinion offer applies.

Our Satisfaction Promise

If you’re not satisfied, we don’t consider the job done. Here’s how our make-it-right process works.

Call us at (857) 754-5607. A live person answers, 24 hours a day, 7 days a week. You describe what isn’t right. We schedule a return visit, typically within 48 hours for non-emergency issues and same-day for safety concerns. Our technician arrives, identifies the problem, and fixes it. No re-inspection fee, no “diagnostic charge,” no arguing about whether the issue is covered.

The 90-Day Done Right Promise is in writing, no arguing. Russell Haines built this company on the principle that a guarantee should be easier to use than it was to earn your business in the first place. We’ve honored this promise across thousands of jobs in Newton and surrounding communities over 42 years. We’ve returned for adjustments that took ten minutes and for corrections that took a full day. Both get the same response: we’ll be there.

Our standing offers remain available even after service: $50 off any repair over $250, the $89 Seasonal Tune-Up, and our permanent 5% Senior and Veteran discount. These aren’t bait-and-switch promotions. They’re the pricing structure we’ve committed to.

Licensed & Insured Backing

The 90-Day Done Right Promise sits on top of real credentials. We’re licensed and insured, which means there’s a regulatory body that holds us accountable and an insurance carrier that underwrites our work. That’s not abstract protection. If a technician were injured on your Newton property, our coverage handles it. If our work caused damage to your home, our policy responds. You don’t bear that risk.

We’ve maintained these credentials continuously since 1984. Lapses aren’t something we’ve had, because Russell Haines treats licensing and insurance as non-negotiable baseline requirements, not marketing bullet points. Our technicians are background-checked and uniformed, and most jobs are completed in a single visit, which reduces the variables that can go wrong.

The combination matters: licensed status means we’ve met Massachusetts requirements for chimney work. Insurance means there’s financial backing behind our promise. The 90-Day Done Right Promise means we hold ourselves accountable before any third party gets involved. Three layers, one outcome: your home protected, your trust earned.

What “Done Right” Looks Like in Practice

We’ve pulled some remarkable things out of Newton flues over the decades. Bird nests the size of basketballs. Chimney liners degraded to the point of being porous. Crowns cracked so thoroughly that water was running directly into the firebox. In every case, our process is the same: photos you can see, a plain-English verdict, and a recommendation that separates what must be done now from what can wait.

We don’t sell fear. We document conditions. If your liner has three years of safe life remaining, we’ll say so. If your crown crack is cosmetic and not structural, we’ll show you the difference. Our guarantee covers honesty as much as it covers technical execution. A square deal: no surprises on the bill, no surprises in the assessment.

How to Invoke Your Guarantee

Keep your original estimate and invoice. If something isn’t performing as expected within 90 days of service completion, call (857) 754-5607. The live person who answers will pull your file, confirm the work details, and schedule resolution. Most callback visits are completed by the same technician who performed the original work, or by a senior technician if the original person is unavailable.

We don’t require you to prove the issue is our fault. We require you to describe what you’re experiencing. Our technician determines cause and fixes it. That’s the Keystone Standard. Krafted right, Every time, Your home first, Standing behind it.

Frequently Asked Questions