Archie's Stone & Fireplace

I find Archie's to be a pretty sloppy company with a level of commitment, quality and service that isn't in line with their relatively high prices. I hired Archie's to repair brick in my chimney, install a wood stove, seal and tuck point the exterior brick, and install new liner in 2023 at a cost of $9,700. They were the higher of multiple estimates, but they had availability that fit with my schedule. Aside from a couple of minor communication and scheduling issues, the install seemed satisfactory. I only learned later that their install was unsafe. Two years after the install and the recommended number of uses later, we made an appointment with Archie's to inspect an sweep the chimney in 2025. First issue: We had trouble making an appointment. Could not find us in their customer database by searching by name or address. We were able to make a service appointment anyway, despite repeated suggestion that sweeping might not be necessary—an odd assertion for a wood stove after two years of use. Second issue: Technician contacted at the end of the 2 hour appointment window notifying us that he was running late. We would've preferred more notice, but at least there was some communication. Third issue: The technician was a gas stove technician and when he arrived late he kindly let us know that he couldn't work on our wood stove. When the manager called to reschedule, he implied that we made an error booking our appointment. There could've been a miscommunication, but I would've like to have the confidence that Archie's would know what kind of stove they had installed themselves. Fourth issue: The second (proper) technician was a no-show to the rescheduled appointment. No communication from them whatsoever. Upon calling the profoundly disinterested dispatcher shortly after the scheduled 2-hour window for the appointment had passed, she told us that "you can cancel the appointment if you want." We asked, "can you let us know what happened?" and her response: "Well, I'd have to call the technician....... [silence]....." it was clear they don't want our business, so we moved on and contact two other chimney sweep services. We found that Hearthside Helpers were responsive, transparent, and kept to their scheduled time. Unfortunately, there is a fifth issue: The inspection revealed that the installation cut corners and was never safe. I regret working with Archie's. I wasted a lot of time and money.

Asked for a quote for a new glass shield and for a brand new fireplace. Had Dwaine the sales guy come and take measurements. Called after 2 weeks to see what is the quote. Was told that they didn’t do it yet. Haven’t heard from them since. (It has been more than a month and a half. Horrible customer service! Do not recommend.

In September of 2023 we had Archie’s install a ventless propane set fast forward to fall of 2025 the fireplace was turning off due to 1 of the On/Off switches going bad in the wall. Archie’s fixed the issue they are honest trustworthy and stand behind their work. 10 outta 10 highly recommend them! David and Mike were top notch. Nikki in the office was great! In addition David also took a minute after the job was done to say a prayer for my wife and our baby girl that’s due in a month that was probably the best part of all. Will definitely do all future fireplace business with Archie’s best fireplace company in Knoxville hands down!