Water mitigation refers to various possible losses resulting from water penetrating where it does not allow proper attack of an infestable material or machine by destructive processes like rot, algae growth, corrosion of metal, rusting of metals, growth of fungi on timber, et al. It is the process of controlling the damage that is caused by water penetration and thus enabling water damage restoration to take place. Thus water mitigation is a crucial process in water damage restoration and cleanup.
Reviews (10)
Jon B.
Feb 18, 2022
Madison West
Jan 26, 2022
My first visit to this retailer looking for replacement logs for my gas burning fireplace. Never felt the warm & fuzzy Customer experience ( no pun intended) I went expecting to pay $400- $500 for remote control replacement logs for my gas fireplace in my Home. By end of visit I was told I needed an entire burner replacement and logs $1400+ later. That was a NO! Price point way too high so not a store I plan to revisit. Went in very hopeful left very disappointed!
Gabriel Centeno
Sep 08, 2021
Unless you are buying new product from them, you are not a priority. Had them come out to troubleshoot and fix my fireplace. They took 3-4 weeks to come out and then after 5 months still did not have the part nor did they reach out to schedule an install. I called 4 separate times and was given the runaround by different service personnel.
Grant Cordle
Mar 11, 2021
Had a very good experience overall. The grill I was looking at, a Weber Genesis II S-335, was the same price as the big box store, but was assembled, tested, and delivered right onto my porch. Very happy with the value. I ordered it on a Saturday and received (and grilled!) it on a Tuesday. There weren't a ton of floor models which I was hoping to see in order to check out the different Genesis II's, but I guess that can just happen sometimes. Checkout did take a little longer, maybe 20 minutes, as they seemed to be sharing a single computer. However, if you know what you want and can deal with some of the idiosyncrasies of locally owned small businesses (that's what gives them charm, right?) then I would highly suggest checking them out as the value was simply unmatched.
Carlene Gray
Jan 20, 2021
Their customer service is terrible. Rarely have I had a friendly salesperson here, and I've shopped here MANY times as a lifelong Nashvillian. I noticed that the person responding to the reviews always was defensive instead of apologetic. Maybe they should consider that they need improvement instead of being defensive. they also have a terrible return policy! I now shop at Embers even though I have to drive to Cool Springs. Much better experience!
Matthew Lyons
Jan 02, 2021
Decided to try them to fill propane tanks. Great service, very fast, however it's a prepay, flat rate model. They don't charge by volume or weight and don't open the bleeder valve when they fill. Definitely not filling tanks to a full 20 lbs. Plus, if your tank isn't completely empty, you are just throwing away cash. I'll be going back to uhaul where they charge by actual volume.
Josh Packer
Nov 12, 2020
Purchased a home with an existing AOG grill that was not working right. After researching different potential problems without being able to fix it, I called Hearth and Grill shop. They were helpful on the phone and sent a Tech named David. He was great and fixed the problem quickly and reasonably priced. Thanks guys!
Armida Wilson
Jun 05, 2020
I purchased an electric fireplace from Hearth and Grill in May 2018. I chose the unit from a catalog and have been completely satisfied with it. The unit essentially sold itself and was every bit as beautiful as the photo. My experience with sales associate Anthony was 100% satisfactory. Recently the unit has been making a bit of a squeaking noise.
When I called the store I was told a service call to check the unit would be $129.00 with an additional $60.00 due to the distance to drive to my home in Lebanon. While my unit is still under warranty, only parts would be potentially covered by the manufacturer. Given the cost of the unit and original delivery fee, which came to to just under $1500.00, as well as the fact that the unit is less than 2 years old, I was surprised and disappointed to be looking at these additional costs.
I would understand if the unit was older but less than 2 years seems a bit soon to be experiencing issues, especially as it's not used on a regular basis nor is it the main source of heat in the room where it's kept. Feels a bit like not standing behind your merchandise.
When I called the store I was told a service call to check the unit would be $129.00 with an additional $60.00 due to the distance to drive to my home in Lebanon. While my unit is still under warranty, only parts would be potentially covered by the manufacturer. Given the cost of the unit and original delivery fee, which came to to just under $1500.00, as well as the fact that the unit is less than 2 years old, I was surprised and disappointed to be looking at these additional costs.
I would understand if the unit was older but less than 2 years seems a bit soon to be experiencing issues, especially as it's not used on a regular basis nor is it the main source of heat in the room where it's kept. Feels a bit like not standing behind your merchandise.
Clint Sholes
May 15, 2020
If you're looking for a Big Green Egg or accessories, go to Hart Ace Hardware in Bell Meade or Bellvue. The customer service at Hearth and Grill Shop was one of the worst experiences I've ever endured. I had a valid warranty claim from BGE that I got directly from their customer service dept bc the store I originally bought mine from is out of business.
They directed me to take my claim to any BGE distributor, along with pictures, and they would facilitate the exchange. I made the poor decision of choosing Hearth and Grill. My first visit was ok. I spoke with Daniel who told me they didn't have my parts in stock and they'd have to order them. I am also told it will cost $250 to deliver and install the parts.
I questioned if that was really a fair price and I'm told no other distributor would do it for less. I declined, deciding to do it myself. I was then told I'll need to purchase a new gasket separately as the new base won't include it. Not knowing better, I paid for the gasket but it was also not in stock. Daniel took my info and said they'd call me. 3 weeks go by, so I call and I'm then told that bc they don't make money on warranty claims, they didn't want to special order my parts, so they're waiting for a larger order. 3 more weeks go by with no word.
So I call and speak to Rick, who tells me he has my parts, but tells me I failed to bring in my broken BGE parts. 6 weeks have gone by now, they have had my parts at the store but forgot to call, and NOW he tells me I have to bring in the broken parts to receive my warranty. I politely voiced my frustration with this. I'm confused bc on my first visit Daniel checked the stockroom to see if he had the parts to give me that day.
Why suddenly do I have to do this? Rick tells me this is a "courtesy" to me. He reminds me, as they have already told me, they don't make money on warranties. I ask why no one called and he sarcastically says he doesn't keep reminders to call customers when they receive their parts. I ask why they took my information down to begin with then. I certainly was not happy but at no point did I begin raising my voice.
On the other hand, when I told Rick I would prefer to go through a different store he yelled "THEN DO IT" and hung up. This is where it gets really interesting. I called BGE corporate to let them know about the experience and try to make other arrangements. They tell me it is in fact NOT customary for the stores to ask for the broken parts bc they don't want to pay for shipping useless broken ceramic.
So we arrange for me to go through Hart Ace Hardware. I worked with Jay there who informs me 1) they have the parts in stock 2) delivery and install is FREE, no need to bring in broken parts 3) the gasket that I paid for at H&G comes with it. He tells me this is all part of the warranty. In other words, Hearth and Grill was going to charge me $300 for something Hart Ace Hardware says is covered.
I also got a very nice email from Frank, the President of Hart Ace Hardware telling me they were happy to help and did not see warranties as being a burden or inconvenience. Now, I'm sure Rick or someone from the Sullivan family will reply with some snarky rebuttal. Don't be fooled. Check the other reviews. I am far from alone. I'm sure Rick will say "but but but we're a platinum BGE dealer" as he has said in his other replies, which simply means they sell all sizes of BGE.
It certainly has nothing to do with customer service or their reputation. Obviously this is a cultural issue at the store that originates with the owners. Stay away unless you want to be overcharged and berated during the process. Response: No Carol, I didnt speak unkindly to Rick. Also I may have used the wrong word "distributor" but Ace is a vendor just like you.
They had to call their distributor to arrange the exchange. Bruce at BGE also said it is uncommon to ask for the broken parts. Not to mention the 250 charge for delivery and parts that weren't needed. Thanks for confirming to the world tho that you can't compete with Ace
They directed me to take my claim to any BGE distributor, along with pictures, and they would facilitate the exchange. I made the poor decision of choosing Hearth and Grill. My first visit was ok. I spoke with Daniel who told me they didn't have my parts in stock and they'd have to order them. I am also told it will cost $250 to deliver and install the parts.
I questioned if that was really a fair price and I'm told no other distributor would do it for less. I declined, deciding to do it myself. I was then told I'll need to purchase a new gasket separately as the new base won't include it. Not knowing better, I paid for the gasket but it was also not in stock. Daniel took my info and said they'd call me. 3 weeks go by, so I call and I'm then told that bc they don't make money on warranty claims, they didn't want to special order my parts, so they're waiting for a larger order. 3 more weeks go by with no word.
So I call and speak to Rick, who tells me he has my parts, but tells me I failed to bring in my broken BGE parts. 6 weeks have gone by now, they have had my parts at the store but forgot to call, and NOW he tells me I have to bring in the broken parts to receive my warranty. I politely voiced my frustration with this. I'm confused bc on my first visit Daniel checked the stockroom to see if he had the parts to give me that day.
Why suddenly do I have to do this? Rick tells me this is a "courtesy" to me. He reminds me, as they have already told me, they don't make money on warranties. I ask why no one called and he sarcastically says he doesn't keep reminders to call customers when they receive their parts. I ask why they took my information down to begin with then. I certainly was not happy but at no point did I begin raising my voice.
On the other hand, when I told Rick I would prefer to go through a different store he yelled "THEN DO IT" and hung up. This is where it gets really interesting. I called BGE corporate to let them know about the experience and try to make other arrangements. They tell me it is in fact NOT customary for the stores to ask for the broken parts bc they don't want to pay for shipping useless broken ceramic.
So we arrange for me to go through Hart Ace Hardware. I worked with Jay there who informs me 1) they have the parts in stock 2) delivery and install is FREE, no need to bring in broken parts 3) the gasket that I paid for at H&G comes with it. He tells me this is all part of the warranty. In other words, Hearth and Grill was going to charge me $300 for something Hart Ace Hardware says is covered.
I also got a very nice email from Frank, the President of Hart Ace Hardware telling me they were happy to help and did not see warranties as being a burden or inconvenience. Now, I'm sure Rick or someone from the Sullivan family will reply with some snarky rebuttal. Don't be fooled. Check the other reviews. I am far from alone. I'm sure Rick will say "but but but we're a platinum BGE dealer" as he has said in his other replies, which simply means they sell all sizes of BGE.
It certainly has nothing to do with customer service or their reputation. Obviously this is a cultural issue at the store that originates with the owners. Stay away unless you want to be overcharged and berated during the process. Response: No Carol, I didnt speak unkindly to Rick. Also I may have used the wrong word "distributor" but Ace is a vendor just like you.
They had to call their distributor to arrange the exchange. Bruce at BGE also said it is uncommon to ask for the broken parts. Not to mention the 250 charge for delivery and parts that weren't needed. Thanks for confirming to the world tho that you can't compete with Ace
X. Y.
Dec 25, 2019
Bought an open box fire log insert for my fire place. The same day I had it installed and when I opened the box that had the remote control in it the remote control was greasy and oily. The item looked like a mechanic shop had it in their shop. When I bought the item I asked the sales person if the item was new he said it was just a display item and had a full warranty like a new one out of a box.
When I saw the remote I could not believe how nasty it was. I called immediately as soon as I saw the remote the same day I bought it 2 hours after I bought it to be exact. His response was it was like that since it was a open box and if I want to purchase a new one it would be $80.00 The next day I went back to the store and showed it to another sales person.
His response was well it was an open box. If the item was not installed I would of taken it back immediately. Lesson learned do not do business without making them open every box that you buy.
When I saw the remote I could not believe how nasty it was. I called immediately as soon as I saw the remote the same day I bought it 2 hours after I bought it to be exact. His response was it was like that since it was a open box and if I want to purchase a new one it would be $80.00 The next day I went back to the store and showed it to another sales person.
His response was well it was an open box. If the item was not installed I would of taken it back immediately. Lesson learned do not do business without making them open every box that you buy.
