We are currently suing this business! Do not do business with this guy! Beware! We went to Coastal Hearth and Home in February 2011 and bought a gas fireplace for our new-to-us home. We paid in full that day and that was a serious mistake. This organization took our money and ran! Over the phone the owner told us to bring our blueprints for our home originally built in 2001. He sold us a unit without ever coming to our home to evaluate the site, square footage or the firebox. Second mistake. He told us that he would install a week later and we had to phone him to remind of the install. A full month later he finally comes to install the unit. The installer is his out-of-work cousin. The appointment is for 11:00 and he arrives late. He installs the fireplace but can't get it working. The unit kept tripping the high heat limit. It got too hot and shut itself off (a safety feature of the unit)... Needless to say he was here all day on and off the phone in my earshot talking to the owner and the manufacturer trying to figure out how to get the unit to work properly and stay lit. At one point it did occur to the installer to step into my backyard and out of my earshot to continue his calls with the owner in discretion... I spoke with the installer and asked him if he thought that the unit I was sold was simply too large for my firebox and he indicated that the thought it was. He left my home the day of install without my brand new fireplace working and a promise from the owner of Coastal Hearth and Home that they would work with the manufacturer to resolve it and return in a week or two to fix it. I indicated that if I had a defective unit I wanted it replaced and if it was too big I wanted a smaller more suitable unit and a refund for the difference. Many weeks go by and I do not hear anything from Coastal Hearth and Home. Finally the installer returns and indicates that he has a few suggestions from the owner and manufacturer but he does not think they will work since he tried them on his previous visit. I watch closely this time and I see that he is moving the gas logs out to the edges trying to get more air flow to the gas jets to keep it lit. I ask him about the esthetics of this since it is ugly as sin and that isn't what I paid for - but it is a non-issue since the fireplace did not stay lit anyway. He left that day without my new fireplace working yet again. I spoke with the owner telling him that I wanted it rectified and he assured me it would be but suggested I had a bad ""firebox"". How would he know - he never came to the house? So weeks and weeks go by and I never hear from Coastal Hearth and Home again. I call and call, leave messages, go by the showroom and discover that he has cut back his showroom hours to ""appointment only"" for the summer, I leave notes with his UPS deliveries and nothing. I can't get in touch with him and he doesn't call me back. Finally I get a call to my voice mail that states he will ""work with the manufacturer and make me custom logs-just be patient-it won't be a quick fix-it'll take a couple of weeks or so""... That was the last I heard of him. I did see his delivery truck one day and got in front of it at a red light and got out and there was the same installer/cousin that was at my home. And yes - he remembered me but had no idea why they hadn't been back to rectify my problem. I told him to be sure he told the owner I wanted my money back and that fireplace out of my home and that I was going to seek legal action. That was several months ago now. They shut their doors at their old address of 1 Southern Oaks Ct, Suite 100, Savannah, Ga 31405. I sent certified mail rejecting their product on advice of our attorney to that address and they were able to avoid delivery. And I served them summons there for legal action - and they were able to avoid being served at that address as well. But they have a new showroom and address at 4513 Ogeechee Road, Savannah, Ga, 31405. Shop elsewhere!
more