Hearthcrest Fireplace

23 years ago Hearthcrest added a gas fireplace to a home we were renovating in East Grand Rapids. They did a beautiful job building the framework and making it look as if it had been there all along. We were very happy with them. Fast forward to 2019 and we once again went to Hearthcrest for our fireplace needs. This time we were renovating a condo that didn’t allow gas appliances, so we purchased the most realistic electric fireplace we could find—a Dimplex Opti-myst Pro 1000. It was installed in May of 2019 and we were very happy with it—until it stopped working in December of 2021. Barely 2.5 years after we purchased it and paid over $3,000 for it. This is when we learned from Karen, the manager, that Hearthcrest does not service the electric fireplaces they sell. Shame on us for assuming that a business would service what they sell. Karen tried to help by contacting the manufacturer but parts were on order for months (during Covid) and we never received them. We continued to communicate with Dimplex until finally in March of 2023 we received the replacement parts we needed and my husband installed them. After 16 months with a non-working box in the wall, we have a working fireplace again. Needless to say an extremely frustrating experience all around. I give them a 3 because of 1 positive experience 23 years ago. Expensive lesson learned on our part. (I should also add that the staff at the Byron Center location was less than helpful. We mentioned it to Karen and she seemed to appreciate the feedback and said she would address.)

Karen & John are awesome people insofar as the care they took with helping us figure out our custom doors and surround. They went out of their way to help us. We received perfect drawings and documents so there we no surprises on costs or placement of any details. They brought the doors and surround and took great care with installing everything.Their workmanship and the materials they use are first rate and beyond. We are SO happy with our entire experience.