Top Hat Home Comfort Services

We recently had the ducts cleaned in our home by Top Hat. The Technician (Drew) arrived at the appointed time and completed the job efficiently with a workmanlike approach. We would highly recommend Top Hat for duct cleaning services. Paul S

Called Top Hat to schedule a chimney cleaning and a inspection of my wood fireplace on Oct 10 2023. They said they won't be able to come until Nov 13, so okay, I'll wait. Nov 13 comes and they can't come and reschedule for Nov 22. I'm already unimpressed at this point. Nov 22 arrives, the person who they sent deals with gas fireplaces so he can't help me and says that Top Hat will be in touch with me to reschedule. Well it has been almost two weeks and I haven't heard anything from them, nobody contacted me to reschedule.

Very unprofessional to string your customers along like this. They don't deserve my business for poor planning and wasting my time multiple times.

Dirty they kept there boots on and dirty allmy floors with insulation and bamged up my walls running up and down the staires and cleaned my duck for the dryer only half when i passed my vaccum in the duck after wards i filled my vaccum up twice.

Thank you to Doug Meyers out in Carleton place for helping us to ultimately select our new HeatNGlow fireplace insert. He was very knowledgeable, pleasant, friendly and conducted a home visit to ensure the insert would fit. Doug clearly identified the processes involved from order to installation.
Thanks to Brian who came by before the install to do a chimney sweep. Another big thank you to Shayne and Kerry and crew for the excellent installation. This team was personable, quick, competent, detailed and organized.and they cleaned up their work space nicely. They also agreed to move their truck when another unrelated contractor needed some space in the driveway aswell.
A great experience with TopHat over all!

Excellent service call for our gas fireplace. It's now working the best it ever has, and their prices and professionalism put their competitors to shame.

Definitely NO STARS for this company due to the lack of respect and rudeness that I received from a manager by the name of Sean. This is not acceptable behavior when dealing with the public and I do not want anyone else to experience this. I also do not have much faith in the validity of their chimney cleaning service when the inspection done at the time of cleaning is not valid or taken into consideration.
I have had Top Hat several times over the years for maintenance of our wood burning fireplace with no issues until it was cleaned this past Nov 2022.
In 2006 we had the Damper replaced as it was rusted open. On the work order it was noted that the smoke rise box was also rusted. Nothing was mentioned to us at the time about the cause of the rust and how to prevent it.
In 2018 we had the chimney capped upon recommendation of a roofing company to help with moisture from getting in the chimney.
In 2021 we had the chimney cleaned by a technician by the name of Justin. On the work order he did not mention that the smoke box had rust. In fact he put a check mark on this item indicating that it was ok. Hand written on this work order was “Cleaned and inspected, Fireplace and Chimney. OK at this time. ”
Nov 2022 we had the chimney cleaned again. It took the technicians (Darian and Jay) 5 minutes to condemn my fireplace as not useable. Written on the work order was “Fireplace can not be used (not safe). The smoke shelf is gone. ”
So does the smoke shelf that had rust in 2006, and no rust in 2021, all of sudden is rusted out 2022 to the point where it is totally gone?
So Dec 19 2022, I phoned to talk with a manager (Sean). He basically said that a cleaning is not an inspection but that “it is a complimentary inspection done with the cleaning that is not part of the cleaning”. He said that he would talk to the technicians from the last two cleanings and get back to me. He never did.
Jan 26 2023, I phoned Sean and asked if he talked to the workmen as promised. He did not answer whether he talked to them. But here is our conversation:
Sean said that “It (cleaning) is a complimentary inspection with the cleaning and is not really part of the cleaning”
Me: “But should they have noticed the smoke shelf rusted out? ”
Sean: “No”
Me: “They should have because it could not have rusted out totally in a year”
Sean: “I will have last year’s guy call you”
Me: “What is that going to do? ”
Sean: “What is it you want? ”
Me: “I want compensation for what I paid on that and this year’s cleaning”
HE HUNG UP ON ME
I was stunned that a manager would do that. I tried calling him back. No one was answering the phone and the prompts on their voice mail had changed so I could not reach administration. I called back again and Sean answered the phone:
Me: “did you just hang up on me? ”
Sean: “Yes I did. ”
Me: “Why? ”
Sean: “I am busy”
Me: “I am busy too”
Sean: “Obviously you are not”
Me: “I could go to the media about this”
Sean: “oooooooooooo” (sarcastically being scared). “Obviously you are done with us”
Me: “You are a manager but you don’t have the skills of a manager”. (I hung up)
My advice: never get a cleaning or maintenance of your fireplace with Top Hat!

Great customer service from Darian, Jay and Dayna. Thorough work, very helpful and all of my questions were answered. Great communication with head office! Wonderful experience all around!

Broke two of my plants and hid it. I found them broken after they left the room.

For the amount of money it costs 0/10 service.

My chimney was leaking so my wife notice it we call top hat and a service came down a look at it, he give a price the is right in our budget, so he seal the where the leaks are and we are very happy

I just have to say that my experience with Top Hat was great from Richard in office to the service from Johnathan at my home.
Thank You

Glen, you are an amazing person. Professional, old school, respectful guy who helped me on the phone with my fireplace questions even though I did not intend to buy an actual product from them. Thank you so much for everything!

Great experience with Brian and George (?) doing a cleaning and inspection. They kept everything very clean, did a thorough job, and we're happy to answer any questions. Very friendly and professional

I had duct cleaning done today by Kevin and Stephen from Top Hat. They were punctual, respectful and professional and did a thorough job. The cost was very reasonable. Thanks for a great job guys - you are a credit to your company. Very impressed.

Buyers beware. I called to inquire about a simple insert. The sales person answered the phone and seemed annoyed. Without even seeing my fireplace or even asking for measurements, the sales person started upselling me to a 12-15k project. I was then mansplained how this is the best project for me and why. I called another business and they offered me the right solution and at the right price (literally 5K). The second business said I was being upseld a ridiculous project simply because they don't carry that fireplace model to retrofit my existing one. Make sure they are asking the right questions before you pay them. If not, please give your money to a more honest business.

Top Hat Home Comfort completed siding repairs/replacement at my house. Overall the work was done in very professional manner and within quoted time. Furthermore in every step the work was done in very safe and friendly manner. I will not hesitate to recommend their services to anyone and will always consider contacting them in the future if needed. "John & John Team", thank you for your very hard work and dedication to the job.

Called on a Tuesday as had the duct cleaning service done Thursday, no hassles and all work and costs explained clearly. Kevin, our technician arrived right on schedule and took the time necessary to get the job done well. In one instance he remarked a flow issued with a duct and addressed a damper problem before continuing, ensuring the line would be properly cleaned. Very professional and friendly service, thanks Kevin & Top Hat!

One star is the minimum allowable; it should be zero. Top Hat made a service call to my home to ostensibly repair my Natural Gas fireplace. With very little effort expended to diagnose the problem, they proceeded to tell me that parts were no longer available - and suggested that I needed to replace the fireplace.which they could sell me for $6K - $7K. I thought this to be a conflict of interest - since I later found the parts for my gas fireplace readily available on the Internet. 0 stars!

The customer service from.the start was great when you have to call the emergency line and.you get someone in a few mins to answer your call and when you have no heat it is there main service to get you back on line as soon as they can and when you need a new furnace to be replaced before Christmas, and complete the same day after the tech comes is to diagnoss. The furnace installers are great and friendly and make you feel like a customer after you are having a bad day. I support local business. They are the only company that will be working on my heating and cooling system for my house. Plus had my duct.cleaning earlier this year by TOP HAT and the same quality of service.

The Top Hat team recently replaced our furnace and we were impressed. From the initial assessment (the person was professional and happy to answer lots of questions), to the quote (which was very competitive), to the installation (they left the basement cleaner that it had been originally) we were happy we went with Top Hat.

Those guys are professional, reliable and fast acting. They came to my house almost instantly and repaired my heating system whereas other companies pushed me for a period of 20-30 days. Jonathan, the technician who made the work is a friendly person, informative and patient in explaining to me technical issues. Definitely I recommend them for all your needs in HVAC.

Great service from Brian & Pat from Top Hat. Very professional, kept everything clean, despite a ton of soot, and came with some recommendations of stuff that could be done, without making it feel that it had to be done ASAP (will get it done next year during cleaning). Very thorough in inspection, advising about creosote etc (there was none thankfully). Highly recommended and will definitely use Top Hat's services in the future!

I just had the annual maintenance done for my gas fireplace and it was the best service ever
Kudos to Ryan for being so helpful with explaining things about the unit that I had never been made aware of in the past. His in depth knowledge, professionalism and wonderful interpersonal skills really made a difference.

We've been using Top Hat's services for over 25yrs. Always great customer service when we book our appointments. Jay has been one of the technicians who has cleaned and inspected our chimney for many years now. He is knowledgeable & professional. Thanks Jay!

Top Hat installed a gas fireplace. Had a minor problem and had it fixed in a short period of time. A job well done.

Used Top Hat for a chimney cleaning. Booking the appointment was easy and the technicians professional. Did a good cleaning as far as I can tell. Reason for only 4 stars is the $5 "COVID fee" the company told me about the day before which is apparently to cover PPE. Total cash grab and a bit disappointing. I won't be a return customer for this reason.

Shane and his team did an amazing installation. They arrived on time. I have a Westport gas stove and I love it. It was professionally installed thank you.

Not really happy with the service. I booked maintenance on my tankless system, furnace and air conditioner. At the same time I requested a quote for new eaves-trough. I waited 2 weeks for the maintenance and that all went well. I called service 2 times and left 2 messages never received a call back about my eaves. All I wanted was a call back to tell me they could not come or anything. Not even returning my call, not a good sign.

We were very pleased with the efficiency and professionalism of your crew when they converted our home from electric baseboard to gas furnace heating. Special kudos to Shane for his leadership and skill.

Hats off to “Top Hat” for installing our beautiful fireplace. We were very impressed with the talented and very efficient crew. We very highly recommend “Top Hat”. Special thanks to Chadi, Shayne and John Holtom who went above and beyond our expectations.
The Adams Family

These guy's are honest and thier employees are dedicated and hard workers. They also get my business next time I need them and i couldn't be more happier.

We have been very satisfied with two chimney cleanings and an install of a new wood stove. The staff in both sales and on site were professional always, friendly, and helpful with our questions. The on site staff always covered the flooring with a cover before working which we really appreciated. All calls and emails were returned promptly. We are very impressed and will have Top Hat for service again without hesitation.

We had our woodstove inspected last year, and were told by Top Hat that there was a dent inside our chimney that would corrode over time, so the section of pipe would be replaced. They also told us the stove itself was cracked and would need to be replaced. We had two other companies come for a second opinion. Both other companies said that the stove was fine except for a few minor things, and the dent in the pipe was the size of a dime and happens all the time. Seems like Top Hot was taking us for a ride.

To resurrect our dysfunctional 60 years old fireplace, we purchased a Heat and Glo Gas Fireplace insert at Top Hat. It started as an idea, and now having the gas fireplace in action, we are looking forward to winter with a smile. Specifically when we are going to experience another power outage on cold days, the gas fireplace can be operated battery driven! Overall, the experience with Top Hat was positive.

Pro’s and con’s of the project:

Pro’s:
Sales: Fair sales advise, many demo fireplaces to learn, good discussion about different alternatives. On site assessment scheduled swiftly.
On site assessment: Professional evaluation of the situation, good advice about project milestones. Bad surprise (not really), our chimney needs attention. Ballpark estimate for the first fix talk got promised, we never received that info. Still, that went well.
Installation: Techs arrived ahead of time, knowledgeable hard workers who got the job done in no time, despite that they needed to overcome some obstacles. Professionally getting in and out, leaving the construction area tidy. Both thumbs up here!

Con’s:
Customer communication and timing: Multiple store visits and phone calls needed to keep things moving and staying informed.
Guy’s: Each time, I spoke with another guy, three, four, five? Don’t recall. Info transfer between guys only on customer request, I suppose.
Timeline: Estimated 50 days turned into three months.
Means of communication: Handwritten paper records, answering machine madness. Email mostly got avoided and if I received some from Top Hat, they had no header or other unique identifier. Maybe I am the only person that cannot memorize first names from people I never met.

Overall summary:
Good start and good finish, Kudo’s for Top Hat working crews. You expect an email advising for the next step, better prepare to be called Sunday morning someone tells you when the company has time for your job. It needs time, patience and perseverance.
Wanted to give three stars, but the delivered product, first sales contact and the installation crew elevated it to four stars.

Would I recommend Top Hat? Still yes.

Shane and Justin did a first class installation. Top Hat provides a solid professional service.

The Operations Manager Shane Williams is knowledgeable, conscientious and will ensure the work is done perfect. He guides his staff respectfully and expects the best work from all staff involved. Brandon, Justin and Randall follow Instruction from Shane and the best work is displayed and Shane rechecks everything to ensure the end result is perfect. I also have to thank Doug Meyers (Sales) who gave many hours of his time to provide the platform from start to finish. It's been a year because Covid-19 delayed my initial installation. I had a AC unit replaced and electric fireplace replace the wood fireplace. A standing ovation to the long day and difficult task involved and the beautiful end result.

Salvatore, an amazing finishing on my fireplace wall and the bulkheads actually make my old place look like a new build. I remember you starting the project and I was skeptical. Thank you again for A-1 workmanship!

Sandra I. M. Bigras

I went into the Carleton place location on September 12th wanting to make an appointment to have my pellet stove connected. The sales person had no knowledge of pellet stoves or chimneys. He gave me a business card of another person who works for Top hat. I sent him an email and there was no response. My intent was to support a local business. In the end I will do the install myself and have it WETT certified. CAUTION.be very careful if you decide to give your business to this company. I will never go back to them and I will ensure that I steer all of my installation business to other local companies who actually want my business.

Booked maintenance for furnace and air conditioner and also requested a quote for eavestrough. Talked with Richard and he gave me a price for the furnace and air conditioner. The tech arrived on time and on the right day. The problem is I called crack 2 times to see about getting my eavestrough quote and I have never heard anything back. I’m disappointed 2 calls and messages were not returned.

I phoned Top Hat on September 9th to have someone come take a look at my AC, furnace and fireplace after moving into a new home. The guy on the phone said they could book for September 29th between 12-4pm. Today, at 11: 30 am they showed up, and were very punctual. We dealt with Jonathan McLellan who was very professional, kind and informative. He gave us great details on the expected lifespan of our various appliances and tips to ensure we don't get dinged by insurance companies. By the end Jonathan even showed me and my wife how to use the fireplace and tips for maximizing its use throughout the winter. I will definitely be contacting Jonathan and Top Hat in the future for all our home comfort requirements, including a likely furnace replacement next year. Thanks Jonathan!

The installation of my new gas fireplace went really well. From my first phone interaction; booking the estimate; cleaning of the fireplace and the installation itself. All the employees were professional and easy to deal with. It took a little longer than usual but given the demand during the pandemic, I appreciate that they were honest about the lead time and in the end delivered earlier than expected. I will be happy to maintain the relationship for annual maintenance. 0h! I LOVE the new fireplace.

Poor Customer relations. Phoned to book an annual cleaning of our fireplace chimney. A "gentleman" answered and put me on hold. Waited for several minutes -no pickup, Same gentleman then answers and asks how may he be of assistance. I told him that I am still waiting for someone to pick up the phone. He then asks if I hung up and then redialled. I said no and that I have been waiting since the initial phone call. He then tells me to calm down and he will then put me through again. I waited a few seconds again and I hung up. I had been a customer of Top Hat for the past 12 yrs.no more. Rude comments by this "gentleman" is not conducive to good business.

Had some work done on our downspouts due to water damage at the front of the house. Although it took some time due to covid, they were the only ones who took the time to give me an estimate on a small finicky job. Excellent results.

The gentleman who greeted us in the store was very knowledgeable in helping us find a new fireplace! Very nice store!

I had a WETT inspection conducted by Chris and Jay. They were very efficient and gave a number of very helpful tips and advice throughout the inspection. They made sure not to spread any mess elsewhere in the house. Would certainly hire again.

We just had the roof and siding done on our house by Top Hat.
Amazing service, the workers were efficient and hard working. The foreman constantly communicated with me through out the job. We are completely satisfied with a job well done. Thank you Top Hat

Our A/C recently failed and naturally during a heat wave! We called in another company to have it looked at and hopefully repair but unfortunately it was too expensive. Due to the age of the unit we decided to get a new one, not without getting a couple of quotes first. We got three quotes, Top hats price was somewhere in the middle but they proved to be more responsive, knowledgeable and honest. They gave us a 4-6 week turn around time line which seems long but due to the current global pandemic and Top Hats explanation in regards to this we understood and decided to give our business to this long standing locally owned company. They stayed true to the time line and we had it in about 5 weeks and had us up and running as promised. Shayne Williams their installation manager carried out the installation. He was punctual, courteous and explained everything from start to finish. I even called him later that day to express my concern that it wasn't dropping past 23 degrees, he explained that there was high humidity in the house and to give it time to catch up. He was right and the house is nice and cool! A huge thanks to Shayne and Top Hat for a job well done! Super Professional! No more worries for at least 10 years with the amazing warranty!

Absolutely UNPROFESSIONAL. This company told us they were coming today, 10 days ago to fix our A/C unit. However-they did NOT give us a time frame whatsoever.

Today, July 20th 2020, they claimed to have already been here 8: 30AM this morning. This is a household of 3 adults, and I was awake at this time. They claimed to have rang our doorbells multiple times, vigorously knocking on the windows and doors but no one answering so they cancelled our appointment.

This did NOT occur, I was awake. We do not even have a door bell in the front, and in the back our door bell doesn't even work. There are 0 hand, finger or palm prints on our windows. Not to mention I was AWAKE

They later called the other person I am living with here, and they yelled at her over the phone. They did NOT come here, either they went to the wrong house or they are full on lying. Unprofessional, and disgusting customer service. I will be sure to spread the word, avoid them at ALL costs. There are much better, and deserving companies to give your business and money to.

I will never deal with your company ever again. Terrible customer service and follow through on warranty responsibilities. Will deal with the insurance company and an other reliable roofer from now on. Totally disappointed and dissatisfied!

The guys were super nice and it was a painless process getting our chimney inspected. They made a recommendation to have the outside fixed but were not pushy by any means.

John Power of Top Hat Home Comfort Services just replaced all of my eavestroughs and installed gutter helmet on all of the new troughs. You can tell just by talking to him that he is an expert in this field. The roof is very challenging, with many angles and I have had problems over the years with ice dams, flooding and water damage. I couldn't be happier with with the job that John has done. He is very hard working, very experienced and exercised care and ingenuity in completing the job. I highly recommend him.

I am currently looking into filing a formal complaint against this company.

First thing: when I made the appointment, I was very clear I only wanted a basic service call for a specific issue. They tried to upsell me on the diagnostic assessment and I was clear that I did not want the diagnostic. (The fireplaces in our home were all inspected for safety less than a year prior.) After the guy left, I looked over the paper and-lo and behold-he performed a diagnostic (and charged me for it). He didn't ask. Just did it.

But that's not even the problem. They red-tagged my fireplace, indicating the glass was cracked. We got a second opinion, who told us the glass was not cracked. There were some fine lines that he (our 2nd opinion) told us were probably the result of the way it was manufactured. The lines aren't even visible unless you hold it a specific angle and shine a flashlight through it. No pitting, ridges, or palpable cracks could be felt on either side of the glass.

If a second opinion suggests the judgment call (to red-tag) was questionable, Top Hat should not have done it so capriciously. They must have just seen us as an easy mark.

Jay and Chris just came to clean my chimney. They we very professional and did a great job. They made sure everything was clean before they left. I would recommend them without any hesitation. Thanks for your service!

I have never dealt with Top Hat before. I was not a customer, and the only thing I knew about them was my kids incessantly signing their tune on the commercials every day. After a horrible experience dealing with another stove dealer, I was left with a mess to fix at home, and none of the right parts to do it. I called Top Hat to see if they carried a part I desperately needed. They not only had one, but they offered a slightly used one, for FREE. They have been HUGE help to my family, and I'm extremely happy with the friendly service I received. Next time I need a roof or chimney repair, or even a stove (which will be soon), Top Hat will be the first, and only people I talk to.

Installed a bbq line, new chase cap, gas fireplace and surround. Overall I am satisfied and it was the cheapest of 3 quotes I received. Great work.

We had a sales representative scheduled to give us a quote on May 7th for an HRV system. On May 7th, I received a call from the sales representative saying he would be 15 minutes late, which was great that he notified me. The problem is then he arrived 30 minutes after the new time he said he would arrive. The sales representative was very thorough in our house, talking about where and how and HRV could be installed, he spent about 1.5 hrs going over everything. When he left, he said he would email the quote to me. I have never heard back from anyone from Top-Hat on this quote. I have followed up twice over the past two weeks asking when I would receive the quote, to never receive a reply back. This is not great customer service, I as the customer, should not have to chase after the sales rep to obtain our quote. Forgetting to send it after the initial visit can be excusable in some circumstances, but completing ignoring two follow-ups is in-excusable.

They answered all my questions and responded quickly via email. Service at home was great, on time and as quoted. Would recommend.

Workmanship is top notch. Techs worked on a stat holiday in the pouring rain to re-line and cap our chimney. Highly recommend.

Its so nice to see a family owned business thats been around so long and still gives personal friendly service even from the first email.
I used Top hat for chimney cleaning in the past but this time for snow removal on my roof because of possible ice damming.
The two technicians that showed up were Courteous, friendly, professional right from the get go. I felt comfortable and at ease and confident that they were going to do the job properly without being in a hurry and possibly causing more dammage.
Peace of mind is worth so much.
Top Hat provided this.

Following up Quick Contractors and their disastrous business, I needed to find a company who could install my new gas oven quickly! I didn't end up using top hat (I called out to several companies, it's a very busy season during the winter and a lot of companies need to prioritize buildings where the heat is off, which I completely understand) but they returned my calls promptly and if I hadn't fixed my issue the Friday before, I likely would have used them on the following Monday. So thanks for being a well run, courteous business- sorry I couldn't use you this time, but you are in my books for future needs.