Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

We stand behind every chimney we touch in Chesapeake. 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 on a truck - it’s how we’ve operated since 1984, and it’s why homeowners from Great Bridge to Greenbrier call us back year after year. We’re not a crew that chases storms and disappears. We’re local, we’re licensed and insured, and we plan to be sweeping chimneys in Chesapeake thirty years from now. That changes how you treat people.

Call (757) 590-6579

What’s Covered

• Workmanship that holds up. Every sweep, repair, liner install, and cap placement is done to code with professional-grade materials from DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield - no builder-grade substitutes slipped in to save us a buck.
• Parts installed correctly the first time. If a component fails because of how we fitted it, that’s on us. We source only from brands we trust enough to put in our own homes.
• Your home left as we found it. Our technicians lay down protection, run HEPA-filtered equipment, and vacuum every trace of soot before we leave. If we tracked it in, we clean it up.
• We’ll be there when we say. Your appointment window is a commitment, not a suggestion. If we’re running behind, you’ll know before you wonder.
• A square deal: no surprises on the bill. The number on the estimate is the number on the invoice. No phantom charges, no “while we were in there” upsells after the work starts.

Our Satisfaction Promise

Here’s how the 90-Day Done Right Promise actually works. If you’re not satisfied with any aspect of our work - the sweep, the repair, the installation, the way we explained what we found - you call (757) 590-6579. A live person answers, 24 hours a day, 7 days a week. You tell us what isn’t sitting right. We schedule a return visit at no charge. Our technician arrives in uniform, reviews the concern, and fixes it. No paperwork battle, no “let me check with the office,” no pro-rated song and dance.

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 that in writing because handshake deals don’t cut it when you’re standing in someone’s living room with soot on your boots. The guarantee applies to all our services - chimney cleaning and sweeping, chimney repair, fireplace services, chimney cap and crown work, and chimney liner and rebuild projects. If we installed it, we stand behind it. If we swept it and missed something we should have caught, we come back. Period.

Licensed & Insured Backing

Licensing and insurance aren’t decorations on a website - they’re the real guarantee that protects your home when a technician is on your roof or working inside your firebox. We’re state-licensed and insured & bonded, which means if the unexpected happens, you’re not chasing a ghost contractor through small claims court. Our background-checked, uniformed technicians carry that backing onto every job in Chesapeake, from the historic homes near South Norfolk to newer construction in Hickory.

Insurance matters because chimney work involves real risk: working at height, handling combustible deposits, accessing flue systems that vent into your living space. Licensing matters because Virginia’s codes exist to keep you safe from fire and carbon monoxide hazards. We don’t treat either as a box to check. Russell Haines has maintained these credentials continuously since founding Hearthstone Chimney Co. in 1984, and we keep documentation available for any homeowner who asks to see it. Done right - and we stand behind it.

How We Document Your Chimney’s Condition

Every Level-2 camera inspection ends with photos you can see and a plain-English verdict. Documented like an engineer, explained like a craftsman. You get the images, not just our interpretation of them. If we recommend a liner replacement, you’ll see the cracks, gaps, or creosote buildup that justify it. If the chimney is sound and can safely wait another season, we’ll say so plainly. No scare tactics, no phantom problems invented to pad a ticket.

This documentation becomes part of your home’s maintenance record. When you call us back next year, we pull the file and compare. That continuity matters in Chesapeake’s climate, where humid summers and freeze-thaw winters accelerate masonry deterioration faster than in drier regions. We’ve tracked how local weather patterns affect chimneys across 42 years of service, and we use that knowledge to give you honest guidance on what needs attention now versus what can be scheduled.

What “Standing Behind It” Means in Practice

We’ve had homeowners call six weeks after a sweep because they noticed a faint soot odor they hadn’t before. We came back. It turned out to be normal post-sweep off-gassing from disturbed creosote, but they didn’t know that and they were worried. We inspected, explained, and left them confident. That’s the standard. We’ve had a cap installation where the homeowner’s painter accidentally damaged the sealant two months later. Not our fault, but we walked them through what happened and fixed it at cost because the relationship matters more than one transaction.

We’re not perfect. What we are is accountable. The 90-Day Done Right Promise gives you a clear path when something feels off. Call (757) 590-6579. Talk to a real person. We’ll sort it out.

Our Permanent Offers

These aren’t flash sales. They’re standing commitments:

• $50 off any repair over $250.
• Free second opinion on any written estimate. Bring us another company’s bid. We’ll inspect independently and tell you straight if it’s accurate, inflated, or missing something critical.
• $89 seasonal tune-up.
• 5% senior and veteran discount. Always. No expiration.

Frequently Asked Questions