never returned 2 calls, were recommended by a reputable HVAC service. called during business hours

Great company fixed my daughter's fireplace quickly and correctly. Would highly recommend them.

I have never posted a negative review in my life. I only take time for giving reviews if someone did a great job. Because they deserve my time. This experience was an exceptionally bad one so felt like I needed to share it. This place has HORRIBLE customer service. Especially if something goes wrong after the project is complete. It was a $4000 remodel job. My contact texted me throughout the project with updates, so I assumed that was our primary way of communicating. The hearth chipped a month or so after the job. I texted him, with a picture of the chip (via the number we had been texting on the entire time) and asked what we should do. He said "who are you" That right there was a really good example of how to make a customer feel UNimportant. He said he would ask the manufacturer what they recommend. Hadn't heard back in about 5 days and I wanted to just tie up loose ends before the holiday (a while I'm thinking if it moment) - so I thought I'd see if there was an update. He said "I tried contacting them with no response I'm thinking they are shut down for the holiday." He didn't offer anything other than that. I could have assumed he would follow up after the holidays but he didn't say it and given the treatment so far, it wasn't a sure thing in my mind. So, I asked if he was going to follow up on this and when. I also expressed my concern about the customer service. I said I felt like I was being blown off a little. He said: "You are going to need to find something else to stress about right now I told you there is nothing that can be done until after the first of the year This is my personal cell phone & I will not be returning any more texts until after new year's" That was incredibly insensitive and insulting. He has no idea what I have stress over. It certainly wasn't over a stupid chip on a piece of stone. I didn't want to work with this guy anymore. I asked for the manufacturer's name. I was totally fine to deal with them direct. He did not give me that information. His response to me asking for it... He said: "I have told you more than once to stop texting me You have the phone number to the store and from this point forward that is how we will communicate As of last night I finally got an answer from the Mfgr They are going to send me some touch up for your chipped hearth Exactly what that entails I'm not sure until I receive it Once it comes in I will call you and then you can decide on picking it up or paying us to come out" He didn't tell me more than once to stop texting. He gave me this number. He started our text conversation. I sent 5 texts to him during this debacle. He makes it seem like I'm harassing him for God's sake. So, after paying $4000 - after the product they put in my house chipped, after being treated like a piece of shit- I also have to PAY YOU TO COME OUT to drop off a 1 pound concrete mix kit? PS. I would have talked to his manager but it appears that he is the top guy. ZERO customer service skills. I do not recommend. read more

Rich was prompt and courteous. A true professional. He came out and got my Heatilator up and running in no time. He even hooks up Veterans. 'A+ read more

I've used A Cozy Fireplace several times over the last 12 or so years for gas fireplace repairs and maintenance. Rich is always very friendly, prompt and efficient. The service costs are very reasonable each time. I'm really happy with the service. I would certainly recommend this company to family and friends. read more

Couldn't get the pilot in our gas fireplace to stay on. Rich came out the same day. Prompt, courteous and friendly. The best customer service of any kind I've received in a long time. He explained everything he was doing and charged exactly what he quoted on the phone (lower than the local competitor) and even did a quick check of the other fireplace. He knows his stuff and I very highly recommend him. read more

A Cozy Fireplace - Fireplace Services Near Me - New Lenox, Illinois

Awesome experience! Richard came out to install my gas log system and was awesome. When he showed up he determined what i ordered would not fit and that i needed a smaller set (cheaper too). He said it was no problem and that he would go back to the store to get a smaller set if i still wanted it. It was 7 pm and the store is a half hour from my home. I felt terrible that he was going to have to make a 1hr round trip drive to come back out. He was very nice about the mistake and very professional. When he returned he did a great job installing the new system and was very helpful explaining how everything worked and even gave me some tips on how to extend the life of my fireplace. I would recommend these guys to anyone. read more

Rich came out and change our thermo cupler. Rich was extremely friendly,knowledgeable and complete pleasurable to have in our hoem. I would recommend this company to all my friends and family. read more

A Cozy Fireplace - Fireplace Services Near Me - New Lenox, Illinois

I am so happy I found Cozy Fireplace. The person was So Helpful when I explained the many problems I was having with the log set I purchased from a company last year. They gave me little info on the setup and I did not know how to properly set it up until I was lucky to find this manager of Cozy Fireplace in Crest Hill, that walked me thru the setup. I was having problems with the logs having soot and wasn't sure the cause so I was going to wash the logs, no way I was told don't do it. They will be damaged Was then told brush the logs with a large paint brush . Then I purchased some lava rock and embers. I then explained how I would just pour the rock in the pan under the burner and was told, no, don't you have sand for the pan ? No, I knew nothing about using sand under the burner till this date. I followed the instructions and now my fireplace is something I always hoped but could not have till I found this great person that told me how its done. The flame fills the top of the sand and looks so much like a true wood burning fire. I will no longer look for a good place to get my supplies. A Cozy Fireplace is the only store I need. This is the Crest Hill Location on Plainfield Road read more

After a very bad experience with the previous owner I returned to find a knowledgeable friendly staff . Installation was flawless and efficient. Thank you read more

I moved into a new house that has a wood fireplace with a burner to start the fire. I turn on the valve and no gas would come out. Called A Cozy Fireplace and my call was immediately answered by Rich. I explained my situation and he pretty much says "I guarantee there's a second shut-off valve in your basement behind the drywall." I took a chance and punched a hole in the ceiling of my basement. Sure enough there was a valve that was turned off. Once that was turned on, the fireplace was working again. read more

Second fireplace from Cozy. Just bought a house and had to update my old, dated fireplace. Installed an awesome gas fireplace with a remote control start. Very easy to use. Service was perfect. They were able to come out a week early. In and out in a few hours. read more

Many thanks to A Cozy Fireplace! Rich was knowledgeable, helpful and provided great customer service- and that was just at the store. When Rich was at my house to install he was timely, clean, courteous, efficient and patient with my three children who bombarded him with questions. I would recommend A Cozy Fireplace to anyone in the New Lenox area and they have earned a repeat customer! Thanks A Cozy Fireplace! read more

Went in to look around and ask a question, I'm new in town - just bought a house with a fireplace. The guy, appeared to be owner, did not offer to help me, I asked a general fb question and rec'd a very rude response, which was in no way helpful. Customer service is not this guys strong point. I would not go back or buy anything from this place. read more

Lies and ineptitude are the business model practiced at A Cozy Fireplace. Down payment on Dec 18, 2014. Was told 6-8weeks for fireplace door installation. Finally, installed July 31,2015. Eventually I had to contact the manufacturer Stoll to get the job done. Their salesman Rich told me Stoll had to close down plant because of weather. Found out this was a lie. Then pretended to call Stoll, while I was in his store, and that the doors were in quality control and would be shipped the next day. Found out this was a lie. Later said Cozy Fireplace had the doors and was ready for installation. Called the day before installation was scheduled and said installer had a family emergency and had to cancel. Found out this was a lie. When I demanded to see the doors he said installer had them. Found out this was a lie. Eventually, after 3 months, the WRONG doors were installed. When I called to inform Rich, I would not be paying for these, he threatened to put a lien on my home. Fed up with Rich's lies, I started talking to the owner Greg. I know understand where Rich learned how to deal with customers. On April 26, Greg took the wrong doors from me, to send to Stoll, so the correct doors could be made. I was told the whole process would take 2 weeks. Later, found out Stoll did not receive the incorrect doors until May 20, so they could not manufacture the right ones. But, finally on June 3, an installer came to my house with the correct doors. Greg told his installer not to leave without cash or check for remaining balance. Fed up with A Lying Fireplace, and for my own financial protection, I said I would only be paying with credit card. A cash deal was never agreed on and their business advertises right on the front door that credit cards are accepted. Greg refused to accept this payment and told his installer to remove the doors, frame and mortar. Installer did not want to get involved, so he wisely just took the doors. After much back and forth between Stoll and me, the fireplace doors were installed on July 31 and I will be paying with credit card. The upside, I do have a great story about just how bad customer service from this business can be. STAY AWAY, you have been warned. read more

After shopping around for a direct vent fireplace at another fireplace installation company that left us cold...we decided to try A Cozy Fireplace. What a difference! We were surprised at the selection, excellent customer service and their reasonable prices. They were willing to work with us so we would stay in our budget. Their subcontractors were outstanding! We had our fireplace installed within a couple weeks! Our expectations exceeded, we are so glad we chose this company:) read more

Woman was incredibly rude. Plus the store did not have the simple grate we were looking for.

Rich is very knowledgeable. We have had them come out and fix a problem with an existing unit. He also came up with several options to solve problems created by a poor install by Southwest. read more

After getting boiler plate recommendations from other fireplace companies to replace our fireplace screen, Rich suggested an alternative approach that much better suited our needs. The installation was completed exactly as Rich had estimated, The installer, Greg, was an artist in making the installed screen/window look beautiful. read more