Videos - Mad Hatter Services

Mad Hatter Fireplace, Grills and Outdoor Living

4.8

21:19 24 Oct 19

We had Mad Hatter install gas logs when we moved to Milton in 2015 and have had them service those logs, in addition to another set of existing logs, in the years since. We had a team led by Juan Carlos at our home today to prepare our fireplaces for the season. I can’t say enough about the level of excellence and professionalism this particular team exuded. We’ve always had great service, but Juan Carlos went above and beyond, touching up a rusted grate, adding a heat-resistant silicone caulk to a brand-new fireplace (installed by a contractor, not by Mad Hatter) and leaving all our fireplaces looking and functioning better than they have in our almost five years in this home. Job well done!

Amy Miller

17:56 21 Oct 19

We moved into a new house (new to us) in Dec 2018. There are 5 fireplaces in the house, and the house had not been occupied for about a year, so they all needed serviced. It was Christmas time, life was crazy, we were moving, etc, and didn't have any extra time. Since we had worked with The Mad Hatter in our previous house, and had been in the showroom, we felt confident picking out items online and scheduling service and installation over the phone. Big mistake. One of the items I ordered was a fireplace remote. This particular fireplace does not have a wall switch and we wanted to be able to turn it on easily. What I did not know was that the box for the remote (3x3x2 with red and black wires) would sit outside my elevated fireplace on the flat marble hearth - huge eyesore. Not only that, but the flue was then supposed to be left open. None of this was explained to me at the time I ordered it nor was it brought up before the service tech installed it. Once it was installed, I was unhappy with the wire and box hanging out of the front of the fireplace. The tech explained that usually when they are built with a remote, there is a small hole in the side of fireplace that the box is placed in, but since ours was just being added, it needed to sit on the floor - putting it in the fireplace to the side is too hot. When I called to express my disappointment about the look - keep in mind, I had 2 log sets installed and 5 fireplaces cleaned as well $$$ - I was told by the salesman that sold me the items that had I come into the store, he would have told me about this issue and that it usually was "a deal breaker" for customers, but since I called on the phone and didn't drive to the showroom, it was my "fault". I do a lot of online shopping and feel that if you have an online presence and the ability for customers to purchase online, you should treat those customers with the same level of service that you would someone who drove to your showroom. I won't even begin to discuss the patronizing tone used as well. Overall, I went from being a fan to and huge critic. There are several good options in the area, pick one of them.

Debbie Hamilton

16:07 09 Oct 19

Jack and Charlie totally cleaned out our 2 gas fireplaces including glass front cover. They listened closely to concerns I had with both not turning on as they should. Wall switch wiring was installed as well as some wiring repaired/replaced in fireplace units. Very thorough!

Kim Kramer

14:34 17 Sep 19

I recently installed a gas log set from Mad Hatter. The showroom has a large selection of beautiful quality sets. Craig, my sales person was very knowledgeable about all the differences in the units and helped me find the right solution for my fireplace. The installation was extremely professional. First I received a confirmation of my appointment the day before, and then the installers Matt R. And Carlos arrived right on time the next morning. They did a thorough inspection of the firebox and chimney and installed the new set. They were polite, knowledgeable and worked very cleanly. They then taught me everything I needed to know about operating/maintaining my new log set. A great experience start to finish!

Melissa Novacheck

19:36 05 Sep 19

If you are looking for someone to clean your ducts and service your Chimney I would highly recommend using Mad Hatter. My husband and I had a great experience with this company and they took care of all the issues we had. Excellent customer service and all of the technicians that came to our house were awesome. I have nothing but nice this to say about this company. Thank you Mad Hatter for providing the best customer service and care to our home. We are more than satisfied with the work you did.

Sara Sweet

17:32 31 Aug 19

I love this company!! I had the Mad Hatter service team come to my house yesterday to inspect and service our gas logs and fireplaces and the experience was excellent. They answered all of my questions, were very respectful of our home, and were efficient and friendly. Matt R. and Carlos were out service team members and we look forward to working with as they help us to update home. Our experience in the showroom was excellent as well, Sean is professional and knowledgeable of all of the products and great to work with too.

Jennifer Bailey

11:53 19 Aug 19

Friendly and Professional Service. We love our new gas logs and it's nice to have no more worries about the condition of the chimney. Will definitely visit them again. Beautiful showroom!

Andrea Burns

12:57 17 Aug 19

Mad Hatter did a great job cleaning and repairing my gas fireplace. The customer service on the phone was great when scheduling. They showed up on time, did excellent work, were efficient and took great care of my home. Would use them again.

Dwight Johnson

15:29 16 Aug 19

My experience with Mad Hatter was excellent. All employees had been with the company for many years, which is always a good sign. Everyone showed up on time, did excellent work and were on budget with no surprises. I would recommend to anyone. Dwight Johnson

Steve Amero

14:24 16 Aug 19

This is a great company and store. Years ago I purchased a gas grill for our pool area and gathering area while President of our HOA. Now about four years later it as good as new even though in a neighborhood setting it gets a lot of use and minimal care. For personal use I have purchased several products and never disappointed. Chris is a great advocate for their products....very knowledge and professional.

Jeff Brownell

14:07 12 Aug 19

Would 100% recommend Mad Hatter for you chimney services - they were professional, courteous and on-time. They did a great job cleaning up and providing an excellent service for the cost. ill definitely use them again!

Robbie Short Illustration

13:33 05 Aug 19

We had a Franklin stove replaced with a fireplace insert. The project involved some interior brickwork and exterior reworking of the chimney and siding. It was clear from the estimate to the installation that these are pros who know what they are doing. Attention to detail, going the extra mile and pleasant. Just a great experience overall - many thanks to Santiago, Ismael, Enrique, Alberto and Matthew!

Wanda Cole

14:08 15 Jul 19

The technicians at Mad Hatter cleaned and inspected our gas fireplace and made sure it was working properly. They were prompt, professional, friendly and courteous and took the time to answer our questions and make recommendations. We will not hesitate to use their services again or recommend their company to others.

Ash Ahmed

16:25 29 May 19

Outstanding service provided by Brad and Ismail! Brad did the initial assessment a week prior to and provide a very detailed information on the status of cooling box which has some mold buildup. We agreed to have one box replaced and other one repainted. These two guys showed up promptly and did all the work with great care. Work also included cleaning of all ductwork and 50+ vents throughout 3 levels and two fireplaces. I was impressed with workmanship and attention to detail. I would certainly recommend this service.

Paul Spofford

22:19 23 May 19

We were impressed with the displays at the store and the time taken to explain our options. The sales person provided a quote pending our confirmation of measurements. We took our time - no pressure from Mad Hatter - and ordered by phone. Installation was scheduled and the installer, Matthew, was on time and did a careful / thorough job inspecting the flue, installing the fire logs, and then checking our other fireplace flue and gas logs. All work was completed properly and the bill was exactly as estimated earlier. Thank you!

Brent Cook

13:07 17 May 19

Probably the best thing that one can comment about a company is regarding their honesty & integrity. I experienced it first-hand. I informed them that I thought my chimney cap was rusted and needed replacing. After they completed their inspection, their employees advised that it was only superficial rust and a new cap was not needed. They could have easily agreed with me and I would never have known. I certainly appreciate that level of honesty & will certainly be using The Mad Hatter again in the future. Oh, and the service call was quick, efficient and they were even ahead of schedule. Loved it!! First rate service from a first rate company.

Amy Keel

17:00 14 May 19

This review is long overdue. We had service on 2/18/19, but it was excellent and I wanted to make sure to let everyone know. The technicians were Brad and James. They were very PROFESSIONAL and knowledgeable about their work. They made sure to show us how to use the fireplace and answered questions that we had as well as give suggestions. We will definitely return to Mad Hatter for future needs.

Adrian Rivero

19:55 01 May 19

Best in the market. Came and installed a fire magic grill on a L shape island I bought from them. They recommended me the best of the best. I’m really happy with their work I would really recommend them. Matt, Alberto and Lucas did an amazing and clean job.

Barbara Pettway

18:28 24 Apr 19

My experience with Mad Hatter Services was excellent from start to finish. The people setting up the appointment were very friendly and helpful. Brad and James were on time, professional and knowledgeable about their work. They both took great care that I understood the specific work they did while here. The house was spotless when they left. My expectations were more than met!

Scott Pirnie

18:31 08 Apr 19

Mad Hatter performed extensive repairs on my chimney and fireplace. They worked for eleven days, including Saturday. They were on time and extremely professional in everything they did. They communicated with us regularly and always asked if we had any questions. They started and completed on schedule. If you have chimney or fireplace problems, Mad Hatter is the company to call. The work was ably led by Santiago Val. Assisting him were Matthew Newman, Carlos and Enrique. I am delighted with their work! I received excellent value for the money I paid.

Joyce Kramar

17:31 02 Feb 18

Had our fireplace and heating/ac vents cleaned today. The fireplace was inspected, cleaned out, and minor repairs were done. The crew was knowledgable, polite, careful and cleaned up after themselves. The work was all explained to me after it was done. The crew doing the vents was also very professional and polite, used care navigating around our things, and also did a good job of cleaning up (which is greatly appreciated). I'm very satisfied with the work.

Grant Hale

14:55 27 Jan 18

The service technician arrived exactly at the stated 8:00 AM starting arrival time. He was very professional and thorough and left absolutely no mess. He recommended follow-up repairs and explained what each one was. He even looked at an additional gas log (non-chimney) fireplace that I was having issues with and got it to work very quickly for no extra charge. I highly recommend Mad Hatter and will have them do my additional repairs soon.

J S

15:51 24 Jan 18

This is our first job by Mad Hatter- just a chimney inspection. Exceeded my expectations! Jack, Duane and Sergio came out today, arrived on time, covered everything near the fireplace to be inspected and did their work quickly and efficiently. Inspection found the terminal cap on top of the roof had been displaced when our roof was done a year ago, and reseated it and attached it properly at no extra charge. A gap was found behind the facing and the firebox which was shown immediately to me with the recommendation not to use the fireplace until it can be fixed. An estimate was given so we can consider how to handle the issue. The guys were fantastic and can't say enough about them handling the cap while they were here with no extra cost! A $20 coupon was applied to the job, as well! Very happy with Mad Hatter!

Nick A

01:13 13 Jan 18

I had Mad Hatter out to inspect our chimneys and fireplaces after moving into a new home. They cleaned and inspected all of them. When they were through, they gave me a full overview of the process and functionality of each. They made one small repair (after ok’ing it with me) and gave me a few things to keep my eye on that might need attention down the road. I am not very familiar with gas fireplaces so I A) appreciated the time and thoroughness of the explanation, B) was thankful to have such an obviously knowledgeable technician helping me become more comfortable. Matthew and Junior were awesome. I highly recommend them.

Anna Chen

21:39 31 Oct 17

We have been to their store (or spoken to their team over the phone) multiple times and whether it’s to inquire about products, buy products, order parts etc the staff has been friendly, helpful and very knowledgeable. We love Mad Hatter and won’t go anywhere else for our grilling or smoking needs. We’ve had 2 different teams come to our home for an install (brilliant service both times). Most recently, (this afternoon), Matt Reedy installed a new fireplace insert and he couldn’t have been more professional, polite and just an all around pleasant young man! He was so thorough and patient explaining what we should expect, safety concerns and functionality of the unit - it was much appreciated. This is such a great operation (top to bottom), we highly recommend them.

See All Reviews