Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

When we say we stand behind our work, we mean it in writing. For 42 years in Roanoke, we’ve fixed what we said we’d fix, used the parts we said we’d use, and left homes cleaner than we found them. The 90-Day Done Right Promise isn’t a slogan on a truck. It’s a signed commitment: if it’s not right, we come back. No paperwork shuffle, no arguing about whose fault it was, no charge for the callback. That’s the Keystone Standard, and it’s how we’ve stayed in business since 1984.

Call (540) 787-3302

We’re not a crew that chases storms and vanishes. We’re the ones who plan to be sweeping chimneys in Roanoke thirty years from now. That changes how you treat a customer. You don’t cut corners on a flue liner in Grandin when your kids might be servicing that same fireplace down the road. You don’t shrug off a callback in Vinton because word gets around in a town this size. Every job gets done like we’re coming back to it, because we probably are.

What’s Covered

• Workmanship that holds up. We install DuraFlex liners, HeatShield resurfacing, Gelco caps, and Olympia Chimney components the way the manufacturer intended, not the fastest way to get to the next job. If our installation fails within 90 days due to how we did the work, we repair or replace it at no cost.
• Parts we specified, not substitutes. The brands on your estimate - DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, Copperfield - are the brands that show up on your roof. No builder-grade swaps after you sign. If a part arrives defective, we handle the exchange and absorb the delay, not you.
• Cleanup that’s actually complete. Chimney work makes soot. We bring HEPA vacuums, drop cloths, and boot covers for a reason. If we leave ash on your hearth or scratches on your floor, that’s on us to fix. Most homeowners in Roanoke tell us they can’t tell we were there, except for the chimney that finally works right.
• On-time arrival, or we tell you early. We’ll be there when we say. If traffic on I-581 or a previous job in Cave Spring runs long, our office calls before you’re wondering where we are. Your time matters. We don’t treat a four-hour window like a suggestion.
• Honest pricing with no math tricks. The number on the estimate is the number on the invoice. We don’t “discover” extra charges once we’re on your roof. If we open your flue and find something we didn’t expect, we stop, explain, and get your approval before spending your money. A square deal: no surprises on the bill.

Our Satisfaction Promise

Here’s what happens if something’s not right. You call (540) 787-3302. A live person answers, 24 hours a day, 7 days a week. Not a voicemail, not a callback queue, not an app that sends you in circles. You explain the issue. We schedule a return visit, usually within 48 hours for workmanship concerns. A background-checked, uniformed technician arrives, reviews the original work, and fixes what’s wrong.

No paperwork to dig up. No proving you didn’t cause the problem. No pro-rated nonsense where you’re suddenly paying for “depreciation” on a three-month-old repair. The 90-Day Done Right Promise is governed by our K.E.Y.S. values: Krafted right, Every time, Your home first, Standing behind it. If we missed something, we own it. If a part failed early, we handle the warranty exchange and our labor to reinstall it. You don’t chase manufacturers or fill out forms in triplicate.

We’ve honored this promise on chimney liners in Hollins, crown rebuilds in Salem, and sweep-and-inspections in downtown Roanoke. Some companies treat a callback as a loss. We treat it as a chance to prove why we’re still here after four decades. Done right - and we stand behind it.

Licensed & Insured Backing

The 90-Day Done Right Promise only means something if we can back it financially. Hearthstone Chimney Co. is licensed and insured, which means if the unexpected happens - a ladder slips, a spark escapes during inspection, a flue tile drops wrong - you’re not calling your homeowner’s policy and hoping. Our coverage handles the damage. Our licensing means we’ve met Virginia’s requirements for chimney and fireplace work, not just general handyman status.

In Roanoke’s older neighborhoods - Gainsboro, Wasena, the pre-war homes near Jefferson Center - chimneys were built to codes from another era. Working on them requires knowing what’s grandfathered, what isn’t, and what triggers a full modern compliance upgrade. Our licensing reflects training in those distinctions. Our insurance reflects the reality that chimney work involves heights, combustion systems, and sometimes structural surprises behind brick that’s been standing for a century.

We’ve carried this coverage for 42 years without lapse. That’s not luck. It’s how a company acts when it plans to be in town thirty more. Russell Haines has turned down jobs that would have put that coverage at risk or asked a homeowner to sign sketchy waivers. The guarantee is only as solid as the business behind it, and we’re built to last.

What the 90-Day Promise Looks Like in Practice

A homeowner in South Roanoke calls six weeks after a liner installation. There’s a smell they didn’t notice before. We send a technician with a camera. Turns out a connection point settled slightly as the house shifted - common in clay-heavy Roanoke soil after spring rains. We reseat the connection, run a new camera pass to confirm the seal, and leave the documentation. No charge. No debate. That’s the promise working.

Another call from Bonsack: a Gelco cap we installed has a finish flaw visible from the yard. Not functional, but not what we promised. We order the replacement, schedule around the homeowner’s availability, and swap it. The original cap goes back to the supplier, not the customer. That’s standing behind it.

How to Start a Claim

Call (540) 787-3302 any time. Day, night, weekend. Describe what you’re seeing. We’ll pull your job record, confirm the work date, and get you scheduled. Most callbacks resolve in a single visit because our technicians arrive knowing the original scope and equipped for common follow-ups. Bring your concerns directly. We’ll sort it out.

Standing Offers That Work With the Guarantee

Our current promotions don’t expire and don’t conflict with the 90-Day Done Right Promise:

• $50 off any repair over $250
• Free Second Opinion on any written estimate you’ve received
• $89 Seasonal Tune-Up
• Permanent 5% Senior and Veteran discount

If you use one of these offers and later need a callback, the guarantee still applies in full. No fine print reducing your coverage because you saved money upfront. A square deal means the deal stays square.

Frequently Asked Questions