We purchase a Lopi gas stove from Custom Hearth and it has worked flawlessly for the last 18 years heating our house wonderfully. This stove is our primary source of heat and it is nearly used every day for all but the summer months.
Recently it was time for some TLC and routine maintenance that involved replacement of several internal parts that had simply worn out. As it turned out, some of the key parts that needed replacing are no longer made or available for this older model stove.
Rachel at Custom Hearth went to the trouble of locating parts that they could modify to literally rebuild our stove from the inside out. This involved a lot of effort and time locating parts from other manufacturers that could work with this model, and then modifying them to fit the stove and work as good as the original parts did. Rachael was also extremely nice to talk with over the phone and it was a pleasure dealing with her.
The repair team (James and Ty) did an outstanding job with the rebuild and our stove works flawlessly now – and should be good for another 18 years! I was able to talk to them and see their progress while they were working, and when they were done, the assemblies that they had modified looked like they had been factory installed. On top of that both of them are very nice people. I really enjoyed meeting both of them, and appreciated the work that they did for us.
We are very satisfied with the service and dedication from Custom Hearth and their staff. It’s not often in this day and age that a company will perform at this level of expertise and commitment in order to ‘maintain’ an older product. They could have easily told us that our stove was beyond repair, and it’s time to purchase a new one, but they didn’t do that.
We highly recommend Custom Hearth and their team for their dedication and outstanding customer service. Thank you all for your effort and hard work! We appreciate it!