Absolutely worse customer service! I spent a fortune on 3 fireplaces and one of the fireplaces switch works randomly since the install. Have had them out twice and they charged me $185.00 for a problem that will probably happen again instead of replacing the switch. Since I don't use it 8 months out of the year and as a result of COVID they still billed me for a repeating problem. I have never taken the time to write a review but felt I needed to warn people to find another option!! read more

Poor customer service from the get-go. We ordered our fireplace from Arizona Fireplaces but had our contractor install it, which is an option when you order. Our contractor couldn't get the fireplace working so we had to have Arizona Fireplaces make a service call. Initially, Arizona Fireplaces debated if they would make the service call since they weren't the ones who installed the fireplace then they finally told me they'd schedule the service call, but they never did. The second time I called, Arizona Fireplaces came out a month later and the service guys determined an important piece to the fireplace was missing that should have been included in the initial order but wasn't. Arizona Fireplaces also gave us a remote that turns out, wasn't compatible with the fireplace. I will happily pay for the missing part but despite their errors, they charged for a $180 service call. When asked about it, they didn't understand that we wouldn't have needed the service call had they included all the parts necessary for our contractors to properly install the fireplace in the first place. When I told them I wouldn't be doing business with them anymore, they said it was fine because their business was with my contractor anyway so I'm certain they won't mind this honest review. read more

Bought fireplace and was shipped natural gas vs propane unit. They fixed that and then shorted out the ignition and the light kit on the unit. Variety of technicians sent over a one year period. Finally sent the top technician who replace the igniter but the light kit has not worked since. Nothing is proactive, I have to call repeatedly to get service. They say they ordered the light kit parts but never heard back. A very poor experience. Won't do it again. read more

The fireplace is not working even though they "fixed"it less than a month ago. I cannot get anyone to come back to honor their service without paying for another $180!!, have been waiting 3 weeks for a call back from their manager. I am stunned that this is how they treat people! read more

The service was great. But I was absolutely shocked when I heard a young female employee refer to her boss as "giant deformed butt-hole man" ! She then commented "oh, it's okay he's just my boss, I have nicknames for everyone". You have a fantastic business, but what you don't need are staff that show NO respect for the manager. Especially while there are customers in your showroom. Signed: Satisfied but stunned customer read more

Scheduled an annual service for our fireplace from Arizona Fireplaces. We live " out of town ". Was told the cost would be $ 245 and a date for the agreed upon. Three days before the scheduled date, we received a call from Arizona Fireplaces that there would be an additional $ 500 out of town service charge added for a total of $745. We were never told of this charge when we scheduled the service and have never had an "out of town" charge during our last two annual services. We would never have purchased a gas fireplace from them had we known that an annual service call would be 10% of the original cost. We would suggest anyone who lives " out of town " this twice before purchasing anything from this company! We have had good service in the past. We are highly disappointed that Arizona Fireplaces would treat their out of town customers like this. read more

Went in and pretty much knew what I wanted, so the associate gave me a quick demo, and price. We were in and out of the store in about 10 minutes and it's exactly what I wanted. Couldn't ask for anything better! read more

Everything went smoothly and works well. Everyone was super nice and on time. Will definitely use again.

DO NOT USE THEM!!! THE WORSE FIREPLACE CO. Unprofessional, unreliable wont return emails, look at these photos. So their 2 installers show up on the designated day to install a massive fireplace! Again I'll repeat they sent to installers to try to install a mass of unit without the proper furniture dollies or the proper safety equipment or ladders. They drop off the fireplace unit and say they're going to home depot to pick up some straps and never return, no phone call, no explanation, nothing I call the company immediately and I let them know what had happened and that they need to get someone out the very next day. They said "I'm sorry ma'am you're going to have to wait till next Tuesday that's the earliest we can get someone out there". Over a week later they show up and gauge the floors and steps. Our entire construction job is completely off schedule, I have disappointed customers that are unhappy with their fireplace unhappy with the installation unhappy with the delays and not being in their home. The manager Jason Riojas won't return my emails, the salesperson Zeke won't return my emails. Very Unprofessional! read more

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Last year, after several months of waiting and being put off with excuses, Arizona Fireplaces finally reinstalled the fireplace that they'd previously misinstalled. All was great and last winter it worked perfectly. Yesterday I tried to light it and it wouldn't light so I just called today, October 26, 2022, to get someone out to show me how to light it, and they told me it would be January. USE THIS COMPANY AT YOUR OWN RISK. THEIR SERVICE IS HOPELESS. read more

Greg from Arizona fireplaces was so helpful with my order. After I placed my order he reached out to me to make sure I had everything I needed for my fireplace. He was very knowledgeable, professional, and helpful. I highly recommend read more

Installed a broken fireplace in our home. No date commitment has been met to fix and yet we have paid in full. Don't recommend this company. read more

The installer Terrance was amazing. Very friendly and professional. He explained everything we needed to know about our fireplace

I knew this was going to be a busy time of year, so I scheduled ahead of time. When Terrence arrived, he was professional and knowledgeable, explaining everything to me (with patience!) We had several fireplaces for him to look at, clean, service etc. He was just as competent on the last one as he was on the first, despite being a long day. Both my husband and I were thrilled with Terrence's demeanor, as well as his expertise and the creative (yet functional) way he rearranged our logs. Our fireplaces have never looked or run better! read more

If you want awful customer service, a place that takes over 2 months to get a piece of glass on a fireplace replaced, a place that transfers you to several people and you have to tell each one why you're calling, this is the place for you. For your hard earned money, you will get the worst customer service you will ever see in your life. However, the tech was great when they finally sent him out. read more

Terrible service! I waited 7 weeks after purchasing the gas log set, and then they installed the wrong logs. I have called, left messages, sent emails and still NO Response. Be careful with this company. read more

Worst customer service ever. I was shipped a fireplace from Arizona Fireplace through Amazon. They were unwilling to accept any responsibility for their electric firplace that doesn't work. I was offered the opportunity to pay $185 for a service call and wait until the end of March for an appointment. Ridiculous! read more

Michael Ray salesman lied to us. He said our fireplace would be in 2 weeks after Thanksgiving. He said it was shipping from Canada. It did not come in as promised. We kept calling with the run around. Finally got it. Wrong Mantle wrong firebox. By the way it said on the label made in Taiwan. Never will recommend or ever do business with said family owned business read more

Super disappointed, had them out to do start up for $150, had to wait several weeks to get them out. They got us up and running but after using It 8-10 times we are not working again. Called and talked to them and said they would call back after speaking to manager and I waited 36 hours and called back. They kept me on hold off and on for 30 minutes and then schedule a time 2 weeks out. I'm not happy but unfortunately not able to find alternatives for service. I'll keep looking because I do t have a great deal of trust in this company. read more

I had a problem with my fireplace. It would not start and fan was constantly blowing air. Called AZ Fireplaces and they had a service man at my home the next day. Terrance was the service man that fixed the problem in no time and spent some time educating me on my model of fireplace. Real professional. read more

We got a wonderful fireplace screen that looks terrific. The salesman, Robert, was helpful, as was the installer, Brandon C. Both professional. Lauren, in service, not so much. She didn't return calls as she said she would - two times. It was a rather lengthy process, but the end result is well worth it. read more

The fireplace is great but the experience to get it was not. On Tuesday they said they would deliver the fireplace the next day - Wednesday - for $150. So I lined up the contractor. When 4:00 the next day came and no fireplace I called and was told that the shipper picked it up. The shipper??? I live 25 minutes from the warehouse. I just needed delivery. When we called the shipper they said it would be delivered on Friday - time tbd. So now everything is out of whack with the people lined up. And Arizona Fireplace had to give permission to the shipper to let us pick it up. My contractor had to drive from Anthem to south Phoenix to pick up the fireplace at an additional cost of $75 - which was pretty generous of him. Seems someone doesn't know what they're doing. read more

I wish that I i could give 0 stars, but 1 star is the lowest allowable. Two weeks ago, we ordered a gas log set and they brought the wrong equipment, causing us to wait more days for another appointment. Yesterday, I bought a fireplace lighter that was defective and cost over $100! When I came into return it, no one even acknowledged me. Two weeks ago, we spent thousands on a fireplace and today, because I wasn't a NEW sale, I couldn't get a whiff of anyone's attention. The rudest associate, an older woman, said that I would have to wait for someone to get freed up. When I mentioned that it was just a return, she told the other person that was working with that she had to handle my return because apparently I couldn't wait my turn. Rudeness was over the top, and I will not be returning. read more

Great selection and presentation of fireplaces with friendly services. Services personnel are knowledgeable and offer good tips. Definitely better to look for options for fireplace than Home Depot or Lowes. They offer traditional wood burning, gas, electric, and ecosmart fireplaces (the ones often shown on HGTV). read more

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I was sold a used fireplace...., at the time I was told it had only been returned because it ran too hot. I have been working with my installer for over a year trying to get it working properly. I have contacted Arizona fireplace multiple times with no return phone calls at all. I only give them one star because zero it's not an option. read more

AZ Fireplaces has been our disappointment of the season. Wanted a new front and doors for our gas fireplace. Called for an appointment to visit our home and measure-up, and offer fireplace door options. Booked us a month out, and when their employee showed up, he informed us he couldn't help with selling a door, but was an fixer/technician. And requested a $125.00 shop up fee. Since he tinkered around and improved our fireplace log appearance and performance we paid the fee, and asked him to measure for doors. Upon departing he assured us the process would be easy with the item "in stock". After not hearing from a salesperson at AZ Fireplaces we started calling, and each time were promised a salesperson would be in contact, pronto! After over a month I wrote a long detailed email outlining our experience, and desire to purchase a door and complete the project. Later that day I was sent an email assuring me a salesperson would be in contact, pronto! A week later I contacted them again, and was again promised a salesperson would be in touch. That was two weeks ago, and I gotta tell you..................be careful dealing with these folks. I can prove AZ Fireplaces doesn't do, as they promise. Beware. read more

Terrance Ewing was the technician who checked and tuned up the fireplace in our condo that we have rented out and are now selling. He was on time, communicated the timing of his arrival, very competent and experienced with the details of the fireplace. He put a pad under the work area and left it perfectly clean. I was pleased with the entire experience. I will be calling AZ Fireplaces to care for the two fireplaces in our own home. I will be requesting Terrance to take care of our home fireplaces. Gary Rogers, Scottsdale read more

Casey and the team at AF have been super helpful. We are really looking forward to the completion of our home so that we can install our fireplace!!! read more

We purchased an electric fireplace from Arizona Fireplaces 2 months ago. The logs in the unit did not work. We requested a replacement unit as we purchased & picked up in Phoenix. They would not take responsibility & referred us to the manufacturer Modern Flames. After 2 weeks of back & forth with new log sets, small mother boards etc., the unit still didn't work to capacity. Finally as a last resort I called my bank to dispute the charge. Beware if you buy from them as they don't stand behind their product or offer any customer service. read more

We bought a new gas fireplace four years ago and it worked for one season. We paid for the service fee the second season with the one year warranty. It worked for one week and then they couldn't get back out to the house for another appointment for about 2 months. The season was over. Season 3 we had them come back out and my mom was here for the appointment and they charged her for the service call despite that it was under warranty. It took me over a month to even get in touch with the person to get the refund back. The the refund took nearly another month. It never worked again. I would not mind any of this but the problem is they could care less when you talk to them. In Now I find myself having to buy another fireplace from another business. read more

We live in Tucson and went to Phoenix to find our fireplace log set. We went to the Arizona Fireplace (AF) store because it had an extensive display. The salesman answered all of our questions and we decided to purchase the set. We were told they don't provide service/installation in Tucson, so we had to do so ourselves. However, they said if we had any problems we could call them for help. During the installation I had a couple of questions, so I called the store. After four phone calls I finally spoke with the salesman we worked with and he promised to call us back with answers to my questions. He never called back, so I called again and spoke with the manager. He had no idea how to help me. I would NEVER purchase another product from this store. Their service is non-existent and there is no support. The people are rude and don't care about the customer after the sale. read more

GREAT service! Jeremy Brown came out to review a client's fireplace and he was amazing! He went above and beyond and will definitely send them more business in the future! read more

My 17-year old gas fireplace was shutting off a few seconds after turning it on. Technician Glenn arrived at the appointed time and quickly diagnosed and fixed the problem (clogged pilot line, as well as pilot hood not facing t-pile). He replaced the embers, cleaned the glass and also replaced the wall switch plate (which was cracked). He was very thorough and spent a fair amount of time. Total charge was $125. read more

Brandon was our service technician. He was very professional and respected our house rules (shoe booties). Although it took four weeks for our service call on our fireplace, Brandon was worth waiting for. read more

I have a fireplace that does not work properly. They came out several times and took my end cap. After 10 months I was told they couldn't fix my gas fire place. Now I have a broken fireplace with no end cap. read more

Came into showroom today ready to spend between$4-5,000 for a new fireplace. Not very busy. Two customers there. Yet after 20 minutes of looking at displays and wondering around the showroom no one even acknowledged I was there. A sales person walked right past me at one point and didn't even say hello. Then I saw three employees sitting behind a the showroom desk just chatting with each other. I then decided to leave. My wife was right when she told me to just buy it on line. I thought I'd support the local shop. Not this time. read more

On time, very nice tech, got the job done, reasonable pricing and everyone is happy! Highly recommend!

Terrible customer service. We started a project for a new fireplace back in January. The Az Fireplace rep confirmed wrong specs and we had to reframe for a different model - which also ended up being incorrect. Finally installation day and the light kit didn't work ... six weeks later they finally come back and the tech breaks something else. You go days and days before anyone calls you back - our contractor had to physically go to the office and hunt someone down to get any response. Then they show up without calling expecting you to be home 24/7. Then you wait again ....It's a joke. I can't believe they are still in business. read more

I called Arizona Fireplaces to discuss a conversion of my stove from pellet to wood, something I know is complicated as well as expensive. After going through 3 different people and a call-back, my answer was, "no, that is not possible". Of course it is possible. It costs a lot of money - money I was ready to spend increasing the chimney size, etc. To get the answer that it is not possible means saying no to making the money. Ridiculous. read more

Terrance was absolutely outstanding. He fixed the problem right away, and couldn't have been more pleasant. Outstanding interaction.