Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

We stand behind every chimney we touch. For more than 42 years, Baltimore homeowners have called us because we finish the job right and we stay finished - no chasing, no excuses, no paperwork battles. Our 90-Day Done Right Promise means exactly what it says: if something isn’t right, we come back and make it right. In writing. No arguing. That’s not a slogan we printed on a truck. It’s how Russell Haines has run this company since 1984, and it’s how we’ll still be running it when your grandchildren need their chimneys swept.

Call (410) 849-6273

A company that plans to be in Baltimore thirty years from now acts accordingly. We don’t cut corners on materials - DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield are the only brands our technicians carry. We don’t send anyone to your home who hasn’t passed a background check and earned the uniform. And we don’t quote one price over the phone, then hand you a different number when the work is done. The estimate you approve is the invoice you pay. A square deal: no surprises on the bill.

What’s Covered

• Workmanship that lasts. Our technicians are trained to fix it once, fix it right, and leave your chimney safer than we found it - whether we’re sweeping flues in Roland Park, rebuilding crowns in Canton, or installing liners in Federal Hill.
• Professional-grade parts, no substitutes. We work exclusively with DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield - the brands professional sweeps trust, not builder-grade hardware that fails in Baltimore’s freeze-thaw cycles.
• Leave-no-mess cleanup. We lay protective coverings, run HEPA vacuums, and inspect our work area before we leave - your hearth, furniture, and floors stay as clean as we found them.
• On-time arrival, every appointment. We’ll be there when we say. If traffic on I-83 or a Harbor Tunnel backup delays us, you’ll know before you wonder where we are.
• Honest pricing, locked in upfront. The number on your estimate is the number on your invoice - no hidden charges, no “while we were in there” surprises, no pressure to add services you didn’t request.

Our Satisfaction Promise

If you’re not satisfied, we’re not done. Here’s how the 90-Day Done Right Promise actually works.

Call us. A live person answers, 24 hours a day, 7 days a week - not a voicemail tree, not a callback queue. Tell us what didn’t meet your expectations. We schedule a return visit at your convenience, not ours. Our technician arrives, identifies the issue, and corrects it. No paperwork to file, no manager to escalate to, no argument about whether the problem is “covered.” If we touched it and it’s not right, we make it right. Period.

This promise is governed by our K.E.Y.S. values code: Krafted right, Every time, Your home first, Standing behind it. Russell Haines put these words in writing because he grew tired of hearing home service companies talk about “customer satisfaction” while making homeowners fight for basic accountability. In Baltimore’s older housing stock - the rowhomes with original flues, the Victorian-era fireplaces in Mount Vernon, the mid-century chimneys in Towson - there’s no room for guesswork. You need a verdict you can trust and a company that owns its mistakes.

Our Level-2 camera inspections support this promise with evidence you can see. We document every flue like an engineer, then explain what we found like a craftsman. Photos don’t lie, and neither do we. If a liner can wait, we’ll say so. If a crown repair is urgent, we’ll show you exactly why. You’ll never wonder if we’re recommending work you don’t need - because you’ll see what we see, in plain English, before any work begins.

Licensed & Insured Backing

The 90-Day Done Right Promise is only as strong as the company behind it. Hearthstone Chimney Co. is licensed and insured, with coverage that protects your home and our technicians while we’re on your property. That matters in Baltimore, where steep slate roofs in Guilford, tight alley access in Fells Point, and three-story rowhome climbs in Hampden are part of the job - not exceptions that catch us unprepared.

Insurance and bonding aren’t marketing badges. They’re the floor beneath our guarantee. If a technician is injured on your property, you’re not liable. If accidental damage occurs during a sweep or repair, it’s covered. We’ve carried this protection for 42 years because Russell Haines learned early that a handshake and a smile don’t rebuild a scorched mantel or cover a medical bill. The paperwork exists so you never have to think about it.

Background-checked, uniformed technicians complete most jobs in a single visit. We don’t subcontract your chimney to day laborers or send a trainee to figure it out on your time. The person who quotes your repair is qualified to perform it, and the materials we specify are the materials we install. When we leave, your chimney works as designed, your home is protected, and you have our number if anything feels off.

That’s the Hearthstone standard. Done right - and we stand behind it.

Questions About Our Guarantee

How long does the Done Right Promise last?

Our 90-Day Done Right Promise covers workmanship and materials for 90 days from the date of service. If something we repaired, installed, or swept fails due to our work within that window, we return and correct it at no charge. Call (410) 849-6273 - a live person answers every hour of every day.

What if I just don’t like how something looks?

Call us. The Done Right Promise covers your reasonable satisfaction with the finished work, not just mechanical failure. If a cap sits crooked, mortar color doesn’t match, or cleanup missed a spot, we’ll make it right. In writing, no arguing.

Does the guarantee cover manufacturer defects in the parts you use?

We install professional-grade materials from DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield - brands with their own manufacturer warranties. If a part fails due to defect, we handle the replacement coordination and reinstall at no labor charge under our Done Right Promise. You deal with us, not a 1-800 number.

Are your technicians actually employees, or subcontractors?

Our technicians are background-checked, uniformed employees of Hearthstone Chimney Co. We don’t subcontract chimney work. That means our guarantee applies to every person who enters your home, and our insurance covers every ladder we lean against your roof.

What happens if you find additional problems during a scheduled service?

We stop, show you camera evidence, and explain your options in plain English. No work proceeds without your approval, and no estimate changes without your signature. The number we quote is the number you pay. A square deal: no surprises on the bill.

Do you guarantee same-day or emergency response times?

We don’t promise dispatch speeds we can’t control. What we guarantee is that a live person answers your call 24/7, every day, and we’ll schedule your service as promptly as Baltimore traffic and our current workload allow. For urgent safety concerns - suspected chimney fire, carbon monoxide alarm, or structural damage - we prioritize those calls and advise immediate steps while we’re en route.

Can I get the guarantee in writing before work starts?

Yes. Every estimate includes the Done Right Promise terms. You’ll see it, you’ll sign it, and you’ll keep a copy. Russell Haines insists on this because a guarantee that lives only in a sales pitch isn’t a guarantee at all.

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