Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

When we say we stand behind our work in Falls Church, we mean something you can hold in your hand. Our 90-Day Done Right Promise is a written guarantee, not a handshake and a hope. If anything we do isn’t right, we come back and make it right. No paperwork to file, no argument about whose fault it was, no runaround. Russell Haines has run this company since 1984, and we’ve learned that the only way to stay in business for over 42 years in Northern Virginia is to fix your mistakes before the homeowner has to ask twice. We’re planning to be here for another thirty. That changes how you treat people.

Call (571) 489-4365

What’s Covered

• Workmanship on every chimney sweep, repair, and rebuild. Our technicians are background-checked and uniformed, trained to work with professional-grade materials from DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield, not whatever’s cheapest at the supply house that week.
• Parts and materials we install. We don’t substitute builder-grade products without telling you. The brand on your estimate is the brand on your chimney. If a part fails because of our installation, that’s on us.
• Cleanup that leaves your home as we found it. Chimney work is messy by nature, soot and creosote don’t stay where you put them. We lay protection, we vacuum, we check our work before we leave. Most jobs are completed in a single visit, so we’re not tracking back and forth through your house for days.
• On-time arrival, or we tell you exactly why not. We’ll be there when we say. If traffic on I-66 or a previous job runs long, our office calls you, a live person, not a robocall. Phones are answered 24 hours a day, 7 days a week, by a human who can tell you where your technician is and when to expect them.
• Honest pricing with no surprises on the bill. The number on your estimate is the number on your invoice. We don’t find “additional problems” once we’re up on the roof that somehow double the cost. Our Level-2 camera inspections come with photos you can see and a plain-English verdict, documented like an engineer, explained like a craftsman. When work can safely wait, we say so.

Our Satisfaction Promise

If you’re not satisfied with our work in Falls Church, here’s what happens. You call (571) 489-4365, and a live person answers, 24 hours a day, 7 days a week. You tell us what isn’t right. We schedule a return visit at no charge. A technician comes back, identifies the issue, and fixes it. If we installed a part that failed, we replace it. If we missed something in our sweep, we re-clean it. If we damaged anything in your home during the work, we repair it. The 90-Day Done Right Promise covers all of this in writing, governed by our K.E.Y.S. values code: Krafted right, Every time, Your home first, Standing behind it. We don’t make you fill out forms or wait for a manager to call you back next Tuesday. Russell Haines has built this company on the idea that a square deal means no surprises and no arguments when something goes wrong. Because something goes wrong eventually in every business. The difference is whether you own it.

Licensed & Insured Backing

Licensing and insurance are the real guarantee behind every promise we make. We’re licensed and insured, which means we’ve met Virginia’s requirements to perform chimney work legally in Falls Church and Fairfax County. Our insurance protects your home if something unexpected happens during a job, a ladder slips, a tool drops, a spark escapes. We’ve seen chimney fires in older homes near Seven Corners where the flue lining had deteriorated for decades, and we’ve seen carbon monoxide issues in new construction near Tysons where the builder cut corners on venting. Insurance isn’t a selling point, it’s the floor. You shouldn’t let anyone on your roof without it. Our technicians are background-checked because they’re coming into your home, often when you’re not there. The uniform isn’t for show, it means you know who’s on your property and why. After 42 years, we’ve learned that trust is built from small things done consistently: showing up when we say, cleaning up after ourselves, and carrying the paperwork that proves we’re legitimate. That’s the foundation our guarantee rests on. Done right, and we stand behind it.

What Our Guarantee Means for Your Chimney

A chimney in Falls Church faces specific challenges. Our winters swing from ice storms to dry cold, which stresses masonry. Summer humidity drives moisture into brick and mortar, then freeze-thaw cycles in January open cracks you can’t see from the ground. The 90-Day Done Right Promise matters because some chimney problems don’t show themselves immediately. A liner installation might settle slightly after the first few fires. A crown repair might need minor adjustment once it’s seen a full season of Virginia rain. We’re not finished when we pack the tools. We’re finished when you confirm the problem stayed solved.

Our camera inspections support this. You get photos you can see, not a technician’s word that “everything looks fine.” If we recommend a liner replacement, you see the cracks, the gaps, the glazed creosote buildup that justifies the expense. If we say the crown can wait another season, you see why. Documentation like an engineer, explanation like a craftsman. That’s how we avoid the pressure-sale tactics that give this industry a bad name.

Standing Offers That Work With Our Guarantee

We keep four offers active year-round, no games with expiration dates you have to race against. $50 off any repair over $250. Free second opinion on any written estimate you’ve received, we’ll look at the same problem and tell you if the scope and pricing make sense. $89 seasonal tune-up, a sweep and inspection before burning season starts. Permanent 5% senior and veteran discount, no ID card required every time, we note it once and it stays in your file. These aren’t loss-leaders to get in the door and upsell you. They’re the pricing structure of a company that plans to be in Falls Church for decades.

How to Use Your Guarantee

If something isn’t right, call (571) 489-4365. A live person answers, 24 hours a day, 7 days a week. Describe the issue. We’ll pull your job record, review the photos from your inspection, and schedule a callback or return visit. Most concerns are resolved within 48 hours. If we need to order a part, we’ll tell you exactly when it arrives and when we’ll be back. No voicemail trees, no “someone will call you within 72 business hours.” We’ve been here since 1984. We’re not hard to find when you need us.

Frequently Asked Questions