Acme Stove

Absolutely horrible experience with Mike Taylor at Acme stove Rockville. Purchased a Hearthstone gas stove fireplace through them in July; installed in September and it stopped working after two weeks- and it’s been nothing but a nightmare dealing with them. Our licensed contractor worked with Mike on installation requirements and purchased installation materials through him directly. When our stove failed to operate Mike and Acme took 3 months to come out to service. Multiple emails and phone calls were made with no response; when someone actually answers the phone at the showroom and we asked to speak with Mike who sold us the stove, he always “and just stepped out” and messages were never returned. On the actual service day (months from when we requested service) all they did was charge us $380 to only assess the situation, not to fix it. Given our area was being hit with a major sub freezing storm and we rely on this stove for heat, we then requested that they move forward quickly with repairs, which we were told was a simple fix. Gentleman at Acme told us that they could probably get done before the storm. We heard nothing and again called Mike. Mike accused us of lying regarding us being told by his employee that they could fix it within a few days, claimed he had no involvement with installation (even though he met with our contractor and provided step by step drawings and emailed our licensed hvac person at his own doing), was aggressive and completely unprofessional. We ordered our 5k stove from them and deserved better service. THANK YOU to the professional folks at Bethesda Chimney and to HD Johnson who DID help us fix our stove the next day and in one trip, even though we did not go through them to purchase or install. Stay away from Mike Taylor and Acme Stove Rockville.

I have had 2 transactions in the past 20 years with Acme Stove, Rockville, which is owned by two brothers. The first time I went into the store an owner was helpful and sold me a gas fireplace unit that was on sale. When I moved into the newly purchased home, I needed to talk to the owners more about recommendations for the surround, gas line, permit, etc… One of the owners was rude and difficult to communicate with. Last year we hired a contractor to install a Monessen vent free fireplace into our home. Later, I learned that the contractor was working with Acme to order the fireplace and the mantle. If I had known this beforehand ,I would have asked for another company. The “distressed” fireplace mantle arrived and was not what we requested. Our contractor agreed and talked to the owner, but Acme would not exchange it for another one. The fireplace unit arrived and did not work. The contractor needed to call Acme every day until it was finally shipped back. It took 5 months to get another one. I would advise anyone I know to not use this company because of their poor customer service and inability to solve problems with both the customer and the contractor. FYI- I have never written a negative review about a company before.