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On 11/29/16 I ordered a small pane of glass for one side of our fireplace door at a total reasonable cost of $72 from Bob the owner. I was told it would be 2 weeks before it would be ready; very reasonable.

On 12/13/16 I went in the store and was told it wasn't in yet & should be in today. Several days later, my wife went by again and Bob, the owner, same person who charged my credit card on 11/29 said it wasn't ordered until 12/13; What???

I called on the Friday the week before Christmas & was told by Mr Moore he would find out what was going on & call my wife on Monday, the week of Christmas.

Still not having heard today, 12/28/16, I went to the store & was told by Mr Moore that it was in before Christmas, and he would get it for me. He wanted to know if they were to install it and I said I think so since Bob told me to leave the door there.

Then Fran entered the picture and began to tell me with a very belligerent attitude that they had many reasons why it took so long and no one had contacted us. She continued in an hostile manner to tell me they weren't suppose to install the glass in the frame. I couldn't understand why they had asked me to leave the frame if they weren't going to install it. I suggested that after all that had occurred, they should put it in anyway.

However, she kept ranting, so I finally said " Ma'am you aren't very nice, so please stop talking to me. She wouldn't stop so I asked her again to stop & finally Mr Moore said "Fran! Fran!" and she finally walked away.

Horrible experience. I will NEVER, EVER, darken their doors & I suggest that no one buy anything from them!!! Just a horrible, horrible experience especially once Fran stuck her nose where it didn't belong!!

Mr Moore & another young gentleman were very pleasant, but AVOID the boss's wife , by never going in in the first place

As a person from Indiana who needed information on LOPI fireplace inserts, I found that Custom Fireplaces was able to solve my problems when other local dealers in Indiana were unable to.

Fran Marengo is the epicenter of knowledge for the product and goes above and beyond in trying to diagnose the problem and presents several approaches to solving any situation you may have.

We had a two hour conversation in which she thoroughly questioned and supplied information in solving my problem. When someone works this hard in service after a sale (which wasn’t even hers), why would you buy from any other company?

We bought a heritage soap stone stove here and love it. Best stove ever. Wish their service was a good as their sales and product.