Our Guarantee & Warranty - Hearthstone Chimney Co.

The Hearthstone Chimney Co. Guarantee

When we say we stand behind our work in Lynchburg, we mean something you can hold in your hand. Our 90-Day Done Right Promise is written down, not mumbled at the door. If a repair we made isn’t holding up, or a sweep left debris behind, or something just doesn’t feel right when you light that first fire, we come back. No paperwork to dig up, no argument about whether it was “in scope,” no runaround. Russell Haines has run this shop since 1984, and in 42 years we’ve learned that a company planning to be here thirty more years doesn’t dodge its mistakes. Done right - and we stand behind it.

Call (540) 328-6986

What’s Covered

• Workmanship on every repair and rebuild. Our technicians are background-checked, uniformed, and trained to work with professional-grade materials from DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, and Copperfield - not whatever was cheapest at the supply house last Tuesday.
• Parts and materials we install. We don’t substitute brands mid-job. The component we quote is the component that goes in your chimney, backed by the manufacturer’s spec and our own install warranty.
• Job-site cleanup. A chimney job isn’t done until the drop cloths are folded and the hearth is cleaner than we found it. If we missed a spot, we’ll hear about it, and we’ll fix it.
• On-time arrival. We’ll be there when we say. If traffic on Route 29 or a previous job runs long, our office calls you before you’re the one doing the waiting.
• Honest, upfront pricing. The number on the estimate is the number on the invoice. No phantom charges, no “while we were in there” surprises. A square deal: no surprises on the bill.

Our Satisfaction Promise

If something’s not right, you won’t need to navigate a phone tree or submit a web form that disappears into the void. Call (540) 328-6986 anytime - day, night, weekend, holiday - and a live person answers. That’s not marketing, that’s how we’ve staffed the phones for years. Describe what happened. We’ll schedule a return visit, review the original Level-2 camera inspection photos we took, and figure out where the gap is. Most corrections happen in a single visit, same as most of our original jobs. The Keystone Standard governs every decision: Krafted right, Every time, Your home first, Standing behind it. In writing, no arguing. Russell Haines put his name on this company in 1984, and his name still means something in Lynchburg.

Licensed & Insured Backing

Anybody with a brush and a ladder can call themselves a sweep. The real guarantee sits in a filing cabinet and on a certificate you hope never to need. We’re state-licensed and insured & bonded, which means if a technician gets hurt on your roof in Madison Heights, you’re not learning about homeowners policy exclusions the hard way. It means if a ladder slips and damages your gutter in Wyndhurst, there’s a real process with real coverage, not a shrug and a business card. Licensing keeps us accountable to inspectors and code updates. Insurance keeps you protected when the unexpected happens. The 90-Day Done Right Promise is our word, but the license and policy are the floor underneath it. In 42 years of sweeping chimneys from Timberlake to Forest, we’ve never thought that floor was optional.

How the 90-Day Done Right Promise Works

Here’s the practical version. We finish your job - maybe a liner replacement in Boonsboro, maybe a crown rebuild near Randolph College, maybe a seasonal sweep before the first cold snap hits the Blue Ridge. You get your invoice, your photo report, and a plain-English verdict on what we found. Ninety days from that date, the Promise is still live. Notice a draft that wasn’t there before? Smoke backing up into the living room? A cap that doesn’t sit flush after the first windstorm? Call us. We pull your file, review the camera images we documented like an engineer, and explain what happened like a craftsman. Then we fix it. No re-inspection fee, no “diagnostic charge,” no he-said-she-said about whether the original scope covered it. In writing, no arguing.

The Promise doesn’t cover new problems that develop after we leave - a tree limb falling on your cap, a raccoon dismantling a screen, normal soot accumulation between annual sweeps. We’re straightforward about that because there’s no faster way to lose trust in Lynchburg than to promise everything and deliver excuses. What the Promise does cover is our work, our materials, and our attention to detail. Done right - and we stand behind it.

Why We Don’t Do “Lifetime” Warranties

You’ll see competitors waving around lifetime guarantees that dissolve into fine print about “original purchaser,” “annual maintenance required,” or “excludes acts of God.” We’ve read the fine print. It’s not how we operate. A 90-day window with no conditions, no hoops, and no argument is worth more than a fifty-year promise that evaporates when you actually need it. Russell Haines has been in this trade long enough to know that the contractor who honors a short promise promptly keeps more customers than the one who litigates a long one. Our reputation in Lynchburg, Forest, and the surrounding communities was built one callback at a time, and we’re not interested in trading that for a catchy slogan.

Your Role in Keeping the Promise Strong

We ask two things. First, keep your annual sweep appointment. Creosote builds up, caps shift, and small cracks become big ones during a wet Virginia winter. The Promise assumes you’re not letting a chimney sit unmaintained for years and then blaming us for the consequences. Second, call us when something feels off, not six months later when you’ve half-forgotten what the original work looked like. The camera photos help, but your memory matters too. We’re partners in this - we do the work right, you let us know if we missed, and together we keep your hearth safe for another season.

What to Expect If You Need Us Back

Most callbacks are scheduled within a few business days, depending on season. October through January in Lynchburg, everybody’s busy, but we don’t bump warranty work for new sales. A uniformed technician arrives, reviews the original scope with you, and gets to work. You’ll get the same photo documentation on the return visit, so you can see what changed and what we did about it. Payment? Already handled. The Promise covers labor and materials for the correction. If the fix reveals something genuinely new - a hidden defect we couldn’t have spotted with the original camera inspection - we’ll show you the evidence and talk through options before any additional work happens. Photos you can see, a plain-English verdict. Same as always.

Our Guarantee vs. Manufacturer Warranties

The brands we use - DuraFlex, HeatShield, Gelco, Olympia Chimney, Famco, Copperfield - stand behind their own products with their own terms. We pass those terms along to you and help navigate any manufacturer claim if a part fails prematurely. But our 90-Day Done Right Promise is separate and additional. It’s our handshake on the installation, the seal, the fit, the cleanup, and the communication. A stainless liner can carry a twenty-year material warranty and still leak at a joint we didn’t torque correctly. That’s on us, not the factory, and we don’t make you chase two companies to get it fixed.

Still Have Questions About Our Guarantee?

Call (540) 328-6986. A live person answers, 24 hours a day, 7 days a week. Not a voicemail, not a callback queue, not an app. Ask about the Promise, ask about a specific job you’re considering, ask what “done right” means for a historic chimney in Diamond Hill versus a newer build in Graves Mill. We’ll give you a straight answer. We’ve been doing this in Lynchburg since 1984, and we plan to be here long enough that you’ll forget we ever needed to prove ourselves.

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