Worst customer service I have ever experienced. Dishonest and rude people. Their sloppy installation cost me more money to fix. Just sorry I ever walked in and sorry I had to give one star.
Posted: 12/28/2015 • Link to this review
We paid this amount for a service call for our fireplace. When the repairman left is was working just fine but when we tried to turn the fireplace on it did not work. After several calls someone finally called us back and just suggested we purchase a new set of logs for $500. Terrible follow up and terrible customer service. We will call Clark Howard on Monday.
Posted: 12/11/2015 • Link to this review
Be careful when doing business with this company. We requested a heater to replace an old inoperable floor furnace. This company recommended a non-vented heater. The non-vented combustion caused severe moisture buildup which caused mold to grow on the walls and baseboards inside the home. We have asked the company to remove the unit and refund our money but they have refused to answer our request as well as the repeated requests by the Better Business Bureau (BBB). Be very careful when doing business with this company. The salespeople are very responsive prior to installation but after the installation, YOU ARE ON YOUR OWN!
Posted: 2/12/2015 • Link to this review
They were supposed to come out to fix/refurbish my grill on 8/27/14. Qualified individual showed 10/16/14. No call backs 10/22, 10/31, 11/4. I called again 11/6 and was told they hadn't done or ordered anything and I could get someone else to fix it.
Posted: 11/06/2014 • Link to this review
Was going to have them replace a gas fireplace but they stopped responding to emails and telephone calls. Very frustrating. Will have to start over with a new company. Don't waste your time with these clowns.
Posted: 12/03/2013 • Link to this review
Line from meter to gas lantern was cut during grading for sod installation. Employee from The Fireplace Company came out, quoted $375 to replace the line. When I asked why so high, he said they couldn't just repair the cut area because of code and couldn't tie into an existing line. He said he would need to replace the entire line with a copper line all the way from the meter to the gas lamp. Also, the screw that adjusts the height of the flame had worn/stripped out. He said he would bring a new value out the same day and there would be no additional cost for the valve. On the day of the repair, he called at the last minute to say he couldn't make it. I reminded him sod was being installed the following day and that was why we had scheduled it for this day. He showed up hours late and began working while I was inside. I happened to look out and see him working and went out to find he had only replaced about 3-4 feet of the line with copper, connecting to the existing gas line, the opposite of what he had said. He couldn't repair the valve saying they were out of them, then told me it would be an additional $40 to come back out to do that later. He still charged the full $375 despite not replacing the whole line. This company is NOT ethical. I have called twice now and asked to speak to the owner, who I'm told is named Pat. I've twice been told he will call me back, he still hasn't. This company is dishonest, total bait and switch!
Posted: 8/12/2013 • Link to this review
Horrible job on built-in fireplace and counter. Countertop had to be redone 3 times, now leaking and all wood rotted out and cabinets falling off - now having to gut. Glass doors fell off fireplace. Slate falling off front of fireplace, mantle also rotting and falling off. Owner never returned calls.
Posted: 1/12/2013 • Link to this review
I have bought many items from this company over the years. I bought two sets of gas logs, a couple of fireplace screens, and I just bought a broilmaster grill which was installed last week. The sales staff was great and the installation crew was professional and on time.
Posted: 5/27/2011 • Last edited: 4/12/2012 • Link to this review
Charged $150 to unbox, assemble and connect to National gas. The grill was not completely assembled. screws left out, gas burners not connected - just layed in grill. Wire between pieces shorting out the electric Ignition. Had to buy screws because he took all the hardware with him. Called and left messages no return phone call to discuss issue. Not recommend this company for any work.
Posted: 5/24/2011 • Link to this review
Had to come out multiple times to redo the countertop on our outdoor grill, and still looks bad. 3 years after install, the slate has fallen off the outside of fireplace, glass doors fallen off, and mantle fallen off - only used a handful of times.
Posted: 10/04/2010 • Last edited: 1/12/2013 • Link to this review