Called today to shop for 2 new fireplaces they answered the phone and made it very clear they were too busy for my business and couldn't talk now I didn't even get a chance to say why I was calling. Why did they even answer the phone ? Oh well ! read more

Russ is honest and knowledgeable! The display room store is beautiful. They have lots of options, basically all the options. And great prices. Don't go anywhere else for your fireplace needs. See Russ! read more

I wish I could give zero stars. We were incredibly patient during the process to convert our fireplace to gas logs. But Greg continued to disappoint. First the stones we ordered were unavailable. Instead of offering to help us find a replacement, he told us to find our own. We asked if we needed corner pieces, he said no. The sub-contractor couldn't install the stone because he needed corner pieces. We ordered a switch for the wall because I have a bad back and don't want to bend over to turn it on. They didn't order it. We asked for the inside to be painted black, the sub-contractor was never told this. We called Greg to try to sort all this out. Instead of being normal and trying to make it right, he proceeded to argue with us about corner stones not being necessary! No apologies, no offers for resolution. We negotiated a price for the work completed just so we can be done with them. Now we are left to finish the work ourselves. What a waste of time, money, and energy. Disappointing all around. read more

A Cozy Fireplace - Unfinished fireplace. We did the floor ourselves. Guess we'll be finishing it once we find new stone. - Fireplace Services Near Me - Naperville, Illinois

I checked the reviews on Yelp prior to my visit a few weeks ago so needless to say I was a bit hesitant to stop in. I thought, what the heck--each person has their own experience. And here was mine. I dropped in on a Friday about mid-day. Not one customer in the store and was greeted at the desk by a fella named Kelly. Told him I was interested in a wood burning insert and he mentioned he was an architect and not a fireplace expert of any kind. Well that's perfect--at least he'll be able to answer all my architectural questions that I don't have. He seemed generally distracted and while he was able to answer a few of my questions, most of the answers were pretty generalized and I was given a pile of pamphlets to take home and ponder over. I walked out feeling more confused than when I had come in. And to top it off, I specifically asked him to call me the following day with a price quote and naturally I've never heard from them since. How is this a business? read more

A Cozy Fireplace installed a direct vent fireplace at my home a number of years ago. It was done well and the cost was reasonable. A few years later, the fireplace wasn't lighting, and they sent someone out to service the fireplace. This was also done well and at a reasonable price for the service I received. Last week, I scheduled a service appointment because the remote start was not working. Although I wanted it fixed, it wasn't a huge hurry. The technician wasn't able to come out because the weather was iffy (I totally get it, and was fine with rescheduling and mentioned that). Instead, Kelly said he would come out in place of the other technician. It was later than my original appointment, so Kelly came by during my work day (I work from home) and as a result I was a bit flustered. Kelly was in my home for 20 minutes, wiped off the screen, wiped off something else, and replaced the remote receiver with four batteries that I supplied. It still wasn't working, but Kelly suggested I change the batter in the remote itself. This was good advice since it all works. My only issue is that this service call cost $250. For a 20 minute job, that equates to $750/hr. I'm entirely in favor of service people being paid appropriately, but this seemed excessive, I called Greg to ask if that is the standard cost. He told me Kelly provided a full service call, a service call is $250, and "it is what it is". Well, OK! Good to know. I just want everyone else to know to ask for the cost of a service call before scheduling an appointment. I didn't do that, so bad me. I gave them three stars because they came out quickly and the issue is fixed. But the cost is really high. read more

I had a gas start wood burning fireplace and wanted a gas log, when I went to the store there wasn't a lot of explanation given to me about how they worked and only 3 options, I'm not super picky so I got the nicer looking one and scheduled for installation, the installation was pretty fast, but right away the installer told me that my gas pipe was too long and it cost $75 to cut it, I had pictures of my current fireplace on my phone when I went to the showroom, I'm not sure why nobody told me this at the time or that it might be an issue, gave them $80, was not offered any change and no receipt, I felt like I was taken advantage of. read more

They had a nice showroom to explain the options they offered. Very knowledgeable staff that were able to ask simple questions about the house, what I might be looking for, the type of chimney we had to offer what we would need. The install was quickly set and worked around my schedule. He was very professional and helpful to explain what he was doing and what I would need to do. read more

Our gas fireplace was already installed when we moved into our new house and I went to A Cozy Fireplace to get a kit and finish the setup so we could use it. They were helpful in explaining what I would need and making sure to help me understand how I should set it up and what steps to take. They provided me extra materials because I wasn't sure about a few of their questions and when we ended up not needing them, we had no problems with them accepting the return, as promised. Two years later, we haven't had any issues and are happy we were able to support a local small business! I would recommend them for a personal experience if you need some help selecting a kit and walking you through how to set it up. read more

Awful communication! We bought a house that has a fireplace installed by Cozy. It's been having some problems - my husband emailed and called Kelly (male that answers the phones) and we did not hear back for a week. I decided to call myself on feb 11th. Kelly told me the senior technician would call me soon to discuss the problem . Yesterday , February 25th, I decided to call again - as this process of getting in touch with the technician had taken a month . Kelly answered again and told me the technician had my number and was planning on calling me today by 5 pm. He has not called. I quit trying to contact this incompetent company. I will get my fireplace fixed by someone else. read more

Too bad there is not a "Zero Star" category as I would have given them that rating. My wife requested a fireplace checkup from A Cozy Fireplace. She mentioned a couple of things that concerned her. They came by and left while my wife was not at house, but remodelers and painters were at the house (they said the they were not sure what he did). Nothing seemed done. The rusty gas pipe was same. The outside air vent still does not turn (it appears rusted). So I was totally unsure what they did for $175 other than take measurements for a possible fireplace screen. When I called and asked, they became belligerant and uncooperative. They said they checked what my wife said to check. I said she assumed they were the experts and would, for $175, check everything necessary. They remained belligerant so I hung up. I think they took advantage of my wife and conned her out of $175. This is the worst service and worst experience with a retail/service outlet we have had in our 30 years of living in Naperville. Never again. I recommend staying away. read more

We had a ventless fireplace installed by A Cozy Fireplace. 2 of our neighbors had used them for fireplace installations and recommend them to us. We had excellent service from the beginning while we were choosing our fireplace to the final installation and completion. Every person that we worked with in this company strived to ensure our satisfaction. The owner Greg and Suzette spent time answering our questions and making sure that we found the fireplace that we were looking for. The 2 installers Leo and Jim were professional, dependable and very knowledgeable. I would highly recommend this company. read more

Wanted to convert a gas log firepit to a wood log with a gas starter. Greg quoted a fair price and Raphael came out to do the work. I called around 1P and Raphael was able to make it around 5P. Took about 30 minutes and we had fire and no KABOOM. Very pleased with the service. read more

I have a large,direct vent fireplace. It worked great for about 13 years. When it stopped working I called A Cozy Fireplace on 87th. Greg came out and told me my igniter system needed to be replaced. Of course they don't make what I have any more, so they installed a new system for over $1,500. I've had nothing but problems ever since. It clicks but no flame When it does decide to turn on it takes about 20 minutes for it to light. .I've had to have at least 3 additional service calls. Still problems. I called and spoke with a man that new nothing about fireplaces or my communication with Greg and the installation person, Raphael, for the past year. It's very frustrating. I would not recommend this store. You would think after a year of problems, customer service would matter to them and they could. figure out the problem. I'll probably have to spend more money and call someone else to solve the problem. 1/17/17. Update - I am happy to report that Greg followed up with me and I now have a working fireplace. Tho it took a while to solve my problem and lots of phone calls, they replaced the igniter and pilot system. Thank you , Greg, for the follow up call to check in and see how it was working. read more

Worst experience. Every estimate they gave me was different. This should have been a red flag. After I agreed to a cost for a gas fireplace with installation- and signed the paperwork- paid the deposit, and had the fireplace installed, they tried to charge me$1200 MORE! They had made a math error and they wanted me, the customer, to pay for their mistake! I told them if I would have had the "right" price on the estimate I would not have bought that particular fireplace and would have gone with different vendor. I went to discuss the cost (I still owed the last 1/3rd of the cost). The owner literally yelled at me and insulted me. This lasted about 10 minutes. He only stopped when another customer came in. Honestly, he was scary and demeaning. All this for a mistake THEY made. If I could go back and do it again, I would stay away from this vendor. Literally, any other vendor would be better. They are rude, disorganized, and they make a lot of mistakes. They also ordered the wrong cover for the unit- he threatened that he wouldn't replace that too. My contractor said he would not ever recommend them either. He has already recommended a different vendor for one of his clients. So by trying to get $1200 more out of me, they have lost out on thousands in future business. That helps. They are horrible to deal with. Stay away. read more

I already had an existing fireplace with a small tile surround, but I wanted it to be all stone and be a signature focal piece in the great room. I went to the showroom and Greg gave me sample stones to bring home to see how they looked in my room. Then, he came to my house to go over the choices I made and was a huge help in having me make the right choice for my house. He placed the stone and mantle order and everything showed up on time when he said it would. Leo and Jim were sent out to install the stone and mantle. They were very skilled and knowledgeable in choosing the stones to go in the right places to make the entire wall look like a masterpiece. They were very patient to listen to my questions, punctual, extremely neat and clean, and did the work in record time. I wish I could post before and after pictures to show the transformation. I would highly recommend A Cozy Fireplace!!!! read more