Inept, either through negligence or apathy. As the business owner clearly did not read the email or paperwork showing the make of the fireplace [https://astria.us.com] and make of blower [https://lennoxhearthparts.com] I did not wind up selecting this business. They repeatedly got the make of my fireplace wrong, despite the opening email I sent, told me it was no longer available, and attempted to sell me a new system. [update: Even the company response to this review shows the lack of comprehension. 01-Nov-25] I included pictures of the fireplace showing brand, as well as the manuals for the fireplace (Astria) and blower (Lennox). [The email I sent does say Astaria, which was autocorrect being helpful. I digress] [opening email] ______ Dear A Cozy Fireplace Team, I have an Astaria gas fireplace that needs service, or to be replaced entirely. I live in Morris, IL, and you were recommended by word of mouth. I was reaching out to you to see what my next steps might be for this project. ______ The penultimate reply from business: Lenox is a company we cannot get parts for. It is no longer made and never was a very good fireplace. We could replace it with something better if you'd like? If interested in doing that please send me a better set of pictures showing the whole wall the fireplace is on and how it's vented. ______ This gave me reason to doubt their attention to detail. When it comes to any project that involves indoor combustion, I want to have full faith in the quality of the business. read more

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I have a gas fireplace. It's been hard to find people to service. I called Cozi, the sent out Greg. He determined the problem. Jared came after to repair. I highly recommend read more

Worked with Suzette to get some warranty parts replaced on my fireplace. Thanks for your help!

I really wanted to believe this place could help me! I just received a used fireplace and I'm a first time user. My fireplace is not igniting and I hoped if I brought it in they could possibly offer advice and or sell me what I need to repair. I believe I just need an electrode wire but I'm not sure. I told the lady at the counter my fireplace assembly was in my suv and I could grab it but she insisted on bringing out a few parts that it was not necessary to even glimpse at my set up, and couldn't help with diagnosis. Or suggest I talk to someone else maybe a different day? I guess the internet will get my money rather than here which is very disappointing especially since this location is only a few minutes from my home! Such a convenient location! Unfortunately I Don't think I'll be back I also was looking to possibly install a glass screen!! read more

Awful.. utterly awful.. the sales woman is likely the most miserable human being I have had to unfortunate chance to come across in some time. when she mentioned she was married I gasped... I feel sorry for the poor sole that has to live that life. Stay away ! read more

Please think twice before spending any money with this business. I contracted Suzette the owner to supply and install two fireplaces in a new build for my home.... she was horrible throughout any communications... weeks went by with no return phone calls... was finally able to get them to do the install.... then they wanted full payment immediately which unfortunately I gave to them..... because then I had to have it inspected by the city.. which didn't pass inspection and they wouldn't return a phone call to make the necessary repairs to get the city to pass the installation... so I had to pay another contractor to make the repair out of my own pocket in order to keep moving on with my build.... Honestly don't know how this company stays in business with these owners... stay away! Almost forgot.. the day we agreed for the install... the owners decided to close the store for the week to go on vacation.... never returned a phone call the entire week or had another employee take calls... complete miss management. read more

I absolutely love this place. The owners Suzette and Gregg were great to work with. They helped me pick out the perfect fireplace front to replace my old 1980s brass one. It's absolutly beautiful. Their installers were also prompt and courteous. If I could give them 6 stars I would. read more

Outstanding service from the moment I walked into this little shop! Suzette was so helpful, offering me solutions that fit exactly what we were looking for. Greg, her husband came to measure and finalize our stone selection. The fireplace was installed by Leo - an expert craftsman who not only framed out a custom hearth but, he moved our gas line for us!!! The fireplace is stunning!!! We are delighted with the materials and installation. I would highly recommend this family owned, customer focused, attention to detail company!! read more

We bought a new log set for the fireplace in our new home. The Installer did a great job explaining everything on our gas fireplace. He made sure I knew how to light it and gave me safety tips. read more

Great place to get any or all of your fireplace supplies. Easy lay away service, friendly staff and prompt delivery and set up! I highly recommend this store. My fireplace is beautiful and ready to keep us cozy this winter! Thanks Suzette! read more

Bought my bbq grill for over $2000 from them several years ago. Made a call to see if they did any repair work. I was told $150 for the service call plus parts. When they called back on the parts the parts were 4-5X online pricing. I asked if I could get the parts for them and he said he'd have to charge me more for labor. Talk about bait and switch. Very unprofessional. I'll be looking elsewhere. read more

Products for my fireplace were very over-priced compared to online. Female salesperson was incredibly rude.