Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

When we say we stand behind our work in Chelmsford, we mean it in writing. Our 90-Day Done Right Promise isn’t a handshake or a hope - it’s a guarantee that if something isn’t right, we come back and make it right. No paperwork to dig up, no argument about whether the issue counts, no runaround. Russell Haines started this company in 1984, and after 42 years serving Middlesex County, we’ve learned that the only way to stay in business that long is to do the job properly the first time and fix it fast if we don’t.

Call (978) 991-9492

Our guarantee is governed by something we call the K.E.Y.S. values code: Krafted right, Every time, Your home first, Standing behind it. That last part isn’t marketing. It’s how we answer the phone at midnight when a customer in Westford notices water staining after a crown repair, or how we handle a callback in Lowell when a damper isn’t seating quite right after a sweep. We plan to be in Chelmsford and the surrounding towns for another thirty years. A company with that horizon doesn’t cut corners on callbacks.

The number on your estimate is the number on your invoice. That’s part of the guarantee too. No surprises, no “we found something else” add-ons after you’ve already agreed. If our Level-2 camera inspection reveals additional work, you see the photos, you get a plain-English explanation, and you decide before we proceed. Nothing happens without your go-ahead.

What’s Covered

• Workmanship on every repair and installation. Whether we’re rebuilding a chimney crown in Chelmsford, installing a DuraFlex liner in Billerica, or capping a flue in Westford, the labor is covered by our 90-Day Done Right Promise. If a joint fails, a seal doesn’t hold, or a component doesn’t perform as specified, we return and correct it at no charge.
• Professional-grade parts and materials. We work exclusively with DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield - no builder-grade substitutes, no off-brand surprises. If a manufacturer defect slips through, we handle the replacement and the labor to install it. You don’t chase warranties with suppliers; that’s our job.
• Complete jobsite cleanup. Our technicians lay protective coverings, use HEPA-filtered equipment during sweeps, and leave your Chelmsford home as clean as we found it. If we miss something - soot tracking, debris in the hearth, a tool left behind - call us and we’ll return to finish properly.
• On-time arrival and clear communication. We’ll be there when we say. If traffic on Route 3 or a previous job in Tewksbury runs long, our office calls you with an updated window. We don’t leave homeowners waiting without word. That’s part of the deal.
• Honest, upfront pricing with no hidden charges. The estimate you approve is the invoice you pay. We don’t tack on “trip fees,” “diagnostic charges,” or “after-hours premiums” after the fact. Our no-hassle upfront pricing means you can budget with confidence.

Our Satisfaction Promise

If you’re not satisfied, we’re not done. Here’s exactly how that works.

Call us at (978) 991-9492. A live person answers, 24 hours a day, 7 days a week - not a voicemail system, not a callback queue. You explain what’s wrong. We schedule a return visit, usually within 48 hours for non-urgent issues and same-day if there’s a safety concern. Our technician arrives in uniform, reviews the original work, and fixes the problem. No re-inspection fee, no “diagnostic charge,” no debate about whether the issue is “covered.”

The 90-Day Done Right Promise is in writing, but we don’t make you produce paperwork. We know your address, we know what we did, and we keep records. Russell Haines has handled callbacks personally for four decades, and he still reviews every satisfaction concern that comes in after hours. Most jobs are completed in a single visit the first time; when they’re not, the second visit is on us.

We also know that sometimes a customer isn’t dissatisfied with the work itself but with how the outcome fits their home. Maybe the new cap’s profile looks different than expected, or the liner routing affects draft in an unexpected way. We listen. We explain what we can adjust and what the constraints are. And we find a solution that works for your house, not just our schedule.

Licensed & Insured Backing

A guarantee is only as solid as the company behind it. Hearthstone Chimney Co. is licensed and insured, which means there’s real financial backing if something goes wrong - not just a promise and a prayer. After 42 years in Chelmsford and Middlesex County, we’ve seen competitors come and go. Some were cheaper. Some were faster to quote. The ones who lasted are the ones who could pay when they made a mistake.

Our insurance covers property damage, worker injury, and the rare but real scenario where a repair doesn’t hold and causes secondary damage. Our licensing means we’ve met Massachusetts requirements for chimney and fireplace work, including the structural and safety codes that protect your home from fire and carbon monoxide hazards. Russell Haines maintains these credentials personally; they’re not delegated to an office manager or renewed at the last minute.

Background-checked, uniformed technicians arrive in marked vehicles with the tools and materials to finish most jobs in a single visit. That professionalism is part of the guarantee too. You’re not letting a random subcontractor into your Chelmsford home. You’re letting in a Hearthstone employee who knows our standards and our reputation depend on how this job goes.

Done right - and we stand behind it. That’s not a slogan on a truck. It’s how we’ve operated since 1984, and it’s how we’ll keep operating as long as there’s a chimney in Chelmsford that needs honest work.

Written by Russell Haines, Owner at Hearthstone Chimney Co., serving Chelmsford since 1984.