PHOTOS AND VIDEOS (2)
Irresponsible terrible costumer service
by Scholl , 10/15/2014
Will not turn on my gas fireplace I purchased and had installed through them. A job that should have been done in days took months. Long story short the city building inspector okay my fireplace but they still Will not listen and washing their hands of their failure to complete their work saying its a hazard which is only hear say ?? No continuity and communication skills of personnel. Spoke to everyone that works there- management is under par to say the least. Chris the manager has no solutions only his pompous word is what's right. Thousands of dollars for my fireplace and yet I still can't turn it on. city approval and a fire marshall has no concern but the sales rep knows more? Go figure. Ive got fireplace and bbq coming this week to finish their job.
by Poor service , 10/22/2012
I bought a fireplace from thisbusiness 6 years ago. Every year they have had to come out and install a new thermo cupler or some other part. It usually takes around three weeks to get them out to fix it. This year I went in the first of October and was told they would get some new parts. I just called and they said they cannot come out until the 31st of October. Their excuse is that they are busy. If it takes a month to get someone to respond they must need more help. The service man does a geat job when he comes, I think the problem lies with the management. I would NEVER recoomend this business to anyone.
by Terry M , 06/09/2012
I bought a Weber Summit natural gas grill and some of the plastic "ground milk carton" chairs and I am truly elated with the products as well as the service I received there. They put it all together and I just brought it all home and enjoyed it. I really believe it was better quality than any of those big box stores and I got great service. Thank you so much.
past, but never again customer
by Scott , 01/09/2010
I purchased and installed,a Heat-N-Glo gas fireplace from this company 16 years ago. Now that it needs service work done I have talked with staff people from receptionist to owner trying to get my unit working properly again. I have been sold 100s of $$ worth of replacement parts which did not solve the problem. I was told I really didn't want to incur serice charges the first time I requested and was brushed off. When I finally got someone out to look at the unit the person admitted he had never done service work. He tried to do his uniformed best to no avail. I was told the problem was in the remote control (dead batteries) and charged $$$ service fee. The unit still did not work! I demanded a trained tech service the unit when I reluctantly paid the bill. They 'no showed' for the next appointment and when called put me on hold for a long time and then hung up! I am contemplating taking them to small cliams court!
Above and Beyond
by Waiting for Winter , 07/18/2011
I wish when we were remodeling our home we had known about this place. We originally put in a wood burning stove some 15 years ago, in an addition we added, by a company recommended to us by our contractor. Hind sight being 20 20 we've had nothing but trouble with the wiring in the addition and more to the point the chimney that was installed with our fireplace was too close to the roof and wood fires were a potential fire hazard. We were very unhappy with a fireplace we couldn't use in an addition with crossed wires. We contacted the Fireplace Superstore not only did they help us select the proper gas insert we needed but the installer went above and beyond our expectations working in a cramped tiny space and pointing out other areas our contractor messed up. Now we have a great gas fireplace and on days like today are wishing for cold weather and shorter days.