Smooth from start to finish. Quick appointment. Followup the day before. And, Jerry -- a friendly, knowledgeable service tech -- whose focus was on fixing my fireplace issue, not getting out the door as fast as possible. Pretty rare approach and service dedication these days. read more

Blaze Fireplaces is a professional outfit. My experience with this company and Sales representatives Chris has been great. Chris came out to go over different options and was able to foresee potential problems with my installation on a two-unit remodel. Scheduling was relatively easy. The installation crew's work was efficient and clean. Once installed, they handled the inspection needs for me. As many reviewers know, when remodeling a home there are sometimes changes and tight schedules. Being a remodel, I had to make a late adjustment after installation and later I needed a quick turnaround after drywall. Chris was able to get a team out to make the adjustment for me, helping me minimize delay. Later, I was able to get the quick finish install that further allowed me to stay on task. I would not hesitate to recommended this company for your fireplace needs. I will be using this company for any future projects. read more

After more than a year and several tries, Blaze finally figured out how to improve the flames in my Ortal Clear 150 LS. I must give credit where credit is due. Blaze changed the team that supports the Ortal fireplaces and the new team kept trying and following up until I was happy with the fireplace. I'm not giving it 5 stars since the other issue that I have can't be resolved: each time i turn the fireplace on, the pilot beeps more than 10 times and it takes 30 seconds for the flames to appear, which kills any mood you may be in for. read more

I needed a repair made to my gas fireplace, and called Blaze earlier this year, but had a horrible experience (see earlier review). I wasn't able to find anyone else to successfully fix the problem, and after reading the post from Jim O. about the changes to the service department I decided to give them another chance. They were prompt, efficient, knowledgeable, and fixed my problem right away. I would call them again for service. read more

Blaze installed 2 fireplaces for us and we are completely happy with the products they recommended. We liked dealing with Ian, Chris and Steve. They are easy to reach,have good follow up and finished both jobs in the timeframe promised. The installation went very smooth,quick and clean. Thank you, Blaze read more

I have tried to do business this company twice in the last year and both times they have extremely bad follow-up. One salesman at the Santa Rosa showroom, Jerry, lets all his calls go to voicemail and never returns your call for several days. The main line to the SF showroom is very similar. They show room in SF is large, well designed, but has no one answering the phone. The Santa Rosa showroom is a joke, five fireplaces in warehouse. read more

Last fall I bought a house with no affixed source of heat, except for a fireplace and an old Wedgewood stove in the kitchen. It did have a gasline to the fireplace, so I decided to look into an insert heater. I went to Blaze and Ivan, the salesman, seemed knowledgeable and showed up when he said he would to check out my fireplace. But he didn't seem confident that any of the gas insert heaters at Blaze would fit. Then I had someone from Warm Solutions come over -- he told me he had nothing that would fit and didn't seem interested in solving my problem. Then Ivan called and told me a model had just come in that might fit. Then some more time passed -- I think I was dithering about the cost (I was new to the home-owning game and it took me a while to realize that everything costs a lot). In the end Ivan convinced me to go with another model, one he knew and liked, and this time he was pretty sure it could be made to fit (with a little brick shaving). He hooked me up with installers who did a good job (as far as I could tell). I've had the heater for about three months, but it hasn't been very cold so I haven't had to use it much. Looking back, I don't know why it took 4 months to get a gas insert heater -- esp. since I ended up buying a model that was in the Blaze showroom the first time I went there. Part of it had to do with me being indecisive, but part of it was that Ivan was sometimes slow in getting back to me. Allso, he's not a hard-sell kind of guy (he's very nice, in fact). This is mostly a good thing, but you could say it led to more dithering on my part. Anyway, it was a weirdly protracted, fairly expensive, ultimately satisfactory experience. read more

Blaze installed my fireplace and did an excellent job, and has done a good job with the annual inspections since the installation. I tried to call to schedule an inspection 2 weeks ago and their phone system kept disconnecting me, so I sent in a web request, which I have yet to receive a response to (other than the autoresponder to acknowledge the message). I called again yesterday and was able to leave a voice mail. I got a call back this morning from Adam, who told me that they are too busy with new deliveries to put me on the schedule, even for mid-December. Apparently there was no value in being an existing loyal customer... read more

If it was possible to do negative stars for this company that is what I would do for Blaze. I don't normally write reviews on YELP - but I really feel compelled to alert anyone that is looking for a fireplace to shop elsewhere. We had so many service issues with Blaze it would be difficult to list (nor can i remember all the ridiculous things that happened in sequence). They installed a fireplace and it was missing parts, then the wrong part was ordered and installed, then the new part was brought over but apparently they forgot to hook it up and was not attached. Have had them out at least 8 times. At one point they told us our warranty had expired and that we would have to pay, had to remind them that our fireplace had not been operable during the warranty period - each technician that came out was baffled about what the last technician had done (the last person that was out actually took pictures because they couldn't believe the parts and wires that were inside that were not hooked up correctly or not even suppose to be there). There was no follow-up on their part. Every time I called them I would have to remind them about the last issue that I had, and what they said they were going to do. There was always mass confusion internally. If you got a confirmed appointment, something came up and appointments were frequently changed. The tech that would show up had not even looked at the previous issues and would show up without the parts that were required for the job, and had no idea why they were even there. It is a joke of a business, can't understand why they are still around. Save yourself a huge headache and shop elsewhere. read more

If you're looking for service from Blaze Fireplaces you can FORGET it. We remodeled our home five years ago. Blaze provided and installed two gas fireplaces, one being the most expensive on the market at the time. I have been calling and leaving messages at their service department since January. It took four calls for "Steve" to finally return my calls! He then scheduled a time to come make the repairs, and never showed up! No phone call, no follow up, no explanation - NOTHING!! Of course i call again and leave yet another message for him, plus a message with another guy - NOTHING. These people have ZERO professionalism. read more

Terrible customer service- they don't seem to want to service fireplaces- just install them. Don't contact for repairs.

Tried to get a quote and contacted them multiples over a span of 3 weeks and they could care less. No response, guess business is going well for them to ignore customers. Should have checked Yelp first! read more

I bought my fireplace and had service in the past with Blaze. I called a month ago for an appointment and never received an email with a quote. I called back a week ago and received nothing. I just placed an online request and immediately received this recorded e message telling me a technician would contact me? read more

Horrid. I wish I could give a negative star. The service is atrocious. Calls not returned. promises to schedule appointments ignored. it is honestly as if the staff are TRYING to kill the business. I do not know who they have running their service department - but they have shown that they can't be trusted with a simple follow through on a service call (after over a dozen attempts in a month to schedule). Don't waste your time with them. Call any other company that actually WANTS customers and tries to provide good service. read more

Used to be a great company. Installed a zero clearance firebox, flue, and catalytic converter on an 80+ year old home when we remodeled many years ago. The owner was here and knew a great mason who did the mantle and hearth with reclaimed bricks (from 1989 earthquake). Called to set up a service appointment and left a message. No call back. Two weeks later called again and got a real live person. She was dismissive and then hung up on me. Guess they have so much business they don't need to bother to keep up appearances of caring. Anyway, called Okell's and the woman there was super nice and got me scheduled for an inspection and cleaning. read more

What a wonderful selection and showroom. Everything else is an absolute disappointment. We have had nothing but mistake after mistake from them. They have not taken responsibility for anything they have done incorrectly. They fumbled the fireplace order claiming some credit card issue, next their site visit left more questions then answers. We agreed on the installation and when the real installer arrived it was 180 degrees the opposite of what was agreed. They also didn't have all ducting and parts on the installation day. They were a "no show" the day the city inspector and our GC set up with them. Then they plan to meet with the city separately, however now they are holding up our close up sheet-rocking. Issues never end with them. If you are in the market for a fireplace, go to OKells in SF, Potrero Hill. Sorry Blaze, your reputation went up in a blaze. read more

I don't know what has happened to Blaze in the last few years, but the service is not good anymore. I've used them 2 other times over the last 7 years to install 4 fireplaces. There were no problems, which is why I used them again. This time it took more than a month to get a response on whether my installation was even possible. They were terrible at communicating & returning calls. The only reason that I continued the project with them is that there is only one other option in SF, O'Kell's. O'Kells wanted twice as much for the same fireplace and O'Kells has too much attitude to deal with. read more

We wanted to change our wood burning fireplace into a gas one in order to get some use out of it. Spare the air days were killing us! Ian came out and we discussed various options. We decided upon a fairly basic set of ceramic logs (we were already plumbed for gas), but decided to invest in some quality doors. It took a while to get the doors made, and unfortunately the frame was about 1/4 inch too small. The technician that came out for the install had to do some grinding and chipping to make the doors fit, but now that they are installed, it looks and works great. It would be a 4 star review except for a bit of a delay in the shipping of the unit. Possibly not Blaze's fault, but since they are the ones I was dealing with, I would have liked them to be a bit more proactive in letting me know about any delays. read more

I bought an ortal from blaze and I love the fireplace. I was really not expecting to spend so much but I am glad I did. Blaze answered all my questions I had about the unit and even came to my home to help me lay out the fireplace and media options there a great company and I will recommend the company to all my friends and family and expecially recommend the fireplace to everyone read more

Our fireplace was originally installed by them when the place was built. It stopped working. I took said fireplace apart and found a MELTED IGNITION CONTROL BOARD just below the burner section. Not the best place to mount it perhaps. Hmmm. There was also horribly poor cable management, and an overall shoddy wiring job. No wonder the thing stopped working and melted. Whomever installed this thing couldn't have taken more than 10 minutes to wire it all up, and we've paid the price. Gets even worse though, they finally found us in their system as we had them search under the name of the GC that built the place. Then we were able to figure out what unit we had. Their parts guy was no help, if he was ever in and never returned phone calls. I went online, found the part number. Tried to just guy it directly from the manufacturer, but they only sell through dealers....which brought me back to freaking BLAZE. Again, had to get on the phone with the parts guy...gave him all my information and my CC number to order the part. It was a grueling process. I called to check on it numerous times and never got a call back. The part still hasn't arrived yet, and we're told it wont arrive for another 10 days....when I ordered it over two weeks ago. (Yeah they finally called us back!) Not happy...I read the reviews here and I totally knew it was going to go like this too. All the 5 star reviews on this thing are obviously BS and done by friends of the business. Because I'm here to tell you...there is no way any being with a pulse could have an exceptional experience. read more

I really appreciate Blze coming out and doing good work to get our Fireplace working again. Their great guy came out quickly and diagnosed the problem after some troubleshooting. He then fixed it and tested, without trying to upwell us anything we didn't need. He did a great job, was very knowledgeable and I was impressed with the service. Thanks Blaze Fireplaces. read more

Bought a Regency Gas fireplace for our addition from Blaze at the recommendation of our contractor. They had a very large selection and were very helpful in the purchasing process but that's where it ended. Their post sale/technical support is HORRIBLE at best. I have made several attempts to contact our sales rep (Steve) for some help with a repair and I can not get a call back (despite leaving numerous messages and telling the person answering the phone about the countless unreturned calls). Would NEVER EVER buy from there again and would recommend looking somewhere else if you are in the market for a gas fireplace. We are now trying to contact the manufacturer (Regency) directly for assistance. read more

From start to finish, I've been impressed. Susie, who is a god sent, came over and gave me an estimate for a gas stove in my SF home. She was so knowledgeable and totally on top of things. Customer service at Blaze was way better than Okell's Fireplaces whom I consulted with as well. read more

I I called this company to get information in fireplace insert. The salesman on the phone was so disinterested that I asked him to mail information to me. He never did. read more

We recently moved from Connecticut to San Francisco and decided to have a gas fireplace insert installed in our existing fireplace in our recreation room. The primary purpose was to provide additional heat in the room in the winter time. Cameron Bragg the sales consultant/technician came to our house and did some detailed measurements to make sure that the fireplace insert that we selected would fit inside the fireplace. We went to a Blaze showroom in San Francisco and selected a very nice traditional insert with ceramic logs. The installation team arrived several days later and efficiently installed both the insert, a flue liner and a new chimney cap. The process was easy for us from start to finish. When the fireplace inspector from San Francisco arrived to inspect the work (a city requirement), a Blaze representative was there to answer any questions. We ended up not only with a heat efficient gas fireplace with an on/off remote that heats our recreation room in the winter but also a beautiful piece of furniture for that room. We would highly recommend Blaze if you decide to install a gas fireplace insert in your home. read more

Very unprofessional service. They misrepresent their installation services and are extremely disorganized. All members of their service team will be very aggressive if you call them on the quality of their service. read more

Working with Blaze was a pleasure. I loved walking through their showroom and seeing all the different products. Their selection is the nicest by far and their customer service was top notch. I had them order me a custom fireplace screen and install gas logs. The fireplace screen came with a minor defect and they replaced it very quickly without an issue. The gas logs were installed promptly and professionally. I highly recommend working with them. read more

Update from original review on purchase. Had to have a service call. Charged 250 to replace a battery they could have easily walked us through on phone as standard troubleshoot. The real issue I have is that I tan power to the spot during the remodel and took for granted they would hook it up. Come on guys.... Get it right. read more

I couldn't disagree more with the reviews I see below. On a total of three occasions, from beginning to end, we have had an excellent experience. We had a fireplace put in previously by Blaze during our remodel many years ago and it's still looking good. Called Blaze a few years ago for a low flame issue and they responded the next day to set an appointment for a service technician to come to our house. The tech who came was very personable and knew exactly what to do. In no time the flame was up to where it was previously. We recently called Blaze again for a fireplace insert in our living room. The salesman we talked to when we phoned in came to our home that afternoon. He took a look, told us what needed to be done to bring gas to the location and even gave us a recomendation for a plumber. He left us with a brochure and a few suggestions for what might look good for the spot. He directed us to check out their web site, too. It gave a good idea of what to expect from each choice; they have videos available of each flame. We placed the order. It took a bit over a week from payment to install, which I guess is due to their inventory. When the service technician arrived, he was the same gentleman. I remembered his name, so we invited him in. He asked if we wanted him to remove his shoes. My wife gave a yes, so he did so. He laid down a work blanket and proceeded to get busy. I watched for most of the install, mostly out of curiosity. Our installer explained if I had questions, and after setting up the initial logs got me involved with the final placement of the remainder. We wanted to incorporate some family "fire dogs" and our tech made that happen, too. We spent last night in front of the fire admiring the results. We couldn't be happier. read more

Prices are decent but the follow-up service is horrific. Once Blaze got you to buy, they really don't care of follow-up service. They promised to call and looked into miscellaneous problems but never once haven't I gotten a call back after speaking with them on my issues over several months. Classic used car sales people mentality - friendly customer service before the sale but "screw you" attitude after the sale. read more

We purchased a Carriage House Garage Door from Ian with Blaze. The experience was excellent. The door and all of the necessary parts were delivered on time per the initial schedule. The installation person Allen, called 30 minutes prior to the scheduled installation time and arrived at exactly 9AM, as scheduled. Altho the installation took about 90 minutes longer than expected, the door worked perfectly when he left and our garage was cleaner when Allen left than when he arrived. Allen removed the old door and all the old door parts. I would recommend Blaze to anyone wanting to purchase a beautiful garage door with a delightful sales and installation experience. DCK in WC read more

We replaced our traditional fireplace with a Blaze and it created 1-1/2 ' in our living room. This makes a big difference fitting furniture into our small space. Installation was quite smooth and it works beautifully. No regrets. I'm recommending this to anyone who asks. read more

I've been trying to contact Blaze for service on my fireplace for over 3 weeks now. They will not call back, whether I try through phone or their contact page. Given the other terrible reviews on this site, it would be hard to recommend them for anything. read more

This is the go to fireplace company in the Bay. I checked out a couple of other "organizations" and was consistently disappointed until I found these guys. Highly professional, responsive, got the job done quickly and very friendly. They are true masters of their craft. I highly recommend them to anyone on the market for a fireplace (they have a great showroom in SF with HUGE selection). Thanks Blaze!! read more

We rebuilt our house last year and Blaze sold us a gas fireplace and a wooden garage door and mechanicals via our general contractor. Both installs were done nicely. Last weekend, I backed my car into the garage door track and called for help. Rick from Blaze came out and fixed the garage door promptly and politely, and even sorted out an issue with the fireplace remote control. Nice work, and thank you! read more

So happy we chose Blaze for our gas fireplace!! We debated for a long time whether to get gas logs in our home fireplace. With one phone to Blaze my question was answered. We had such a great experience with Blaze. They talked us thru the process in detail and showed us all of our options. They were so friendly, helpful and timely. Thank you Blaze! We love the new look of our fireplace. Looking forward to cold nights so we can enjoy our new fireplace. read more

What a major regret. First, I am usually really good with considering Yelp reviews. MY MISTAKE for not doing so this time! In March, I purchased the Mendota Gas Fireplace Insert from Blaze. WARNING: Do not buy Mendota, even if you purchase from another showroom. I had repeated delays with the delivery of the Mendota Insert and spoke to the regional sales rep - he was condescending, rude and dismissive. Now, for the showroom. The sales person was friendly, helpful and really did a nice job in helping us navigate choices. But, where Blaze fails miserably is from then on. They came to install, only to find the backsplash was the wrong size and had to be redone; so my fireplace was left open and half done until they had a new one made. Over a month later, a get a call to confirm an appointment the next day, which I never made in the first place. I changed my schedule around and they installed the revised backsplash but my logset didn't come in, so they put in an interim one. Then invoicing. I asked for an invoice of payment for my air quality rebate and it took me over a month to get it - I had to escalate and even when I finally got it, it had the wrong customer name and address on it which I had to correct. Now the logset - I have had 4-5 appointments made but had to be rescheduled because the originally ordered logset, was delayed. At one point, they contacted me on the day of, to cancel when I had rearranged my schedule to be at home (I work full time). Then, weeks later I get another call, to confirm install for the next day for the log set - again, confirming an appointment I never made. So, I rearrange my schedule again, to have them swap out the logset. At install, they ask us for the tool remove the fireplace glass - BUT WE NEVER GOT ONE! They promptly sent one to us, but really just another to add to a series of issues. How do you measure/order the wrong backsplash? Why does it take a month and four requests to get an invoice? How do you schedule installs twice without asking the customer's availability? I have never heard of one way scheduling. The owner called and said he would send a gift card or something for my trouble. Weeks later, nothing. The Mendota sales rep was going to check if he could get a discount on my log set purchase, never heard back. 6 months later finally done but just POOR, POOR service end to end. Save the stress and go somewhere, where they appreciate your business. read more

2/2 Received the promised refund check in the mail. I appreciate it; thank you.

We purchased our Regency gas insert from Blaze Fireplaces a few years ago and from start to finish they were professional and responsive. This Saturday, on a holiday weekend, I decided to clean the glass on the inside of the gas insert. I watched the instructional video on how to properly remove the glass face, clean it, then put it back on the unit. It looked simple enough but when I tried to put the glass plate back on, I was not able to get it to fit properly around the unit. I must have tired 25 times and watched the video an equal number of times but each time, the inside insulation kept tearing and it was preventing me from properly securing it around the fireplace. I called Blaze and Steve Dollar answered the phone. He tried nicely to explain to me how to do it but I was still unsuccessful. I was afraid at that point that I had ruined the seal around the glass and that if I did not install it correctly that it would be a fire hazard. I also had guests coming over for dinner in less than three hours so Steve offered to drive over to our home in Sausalito and save the day! This was above and beyond the call of duty for someone who lives in the opposite direction but Steve came over to the house and within 10 minutes had it back on and securely fastened it to the unit. Steve Dollar is my hero! Thank you, Steve and Blaze Fireplaces. That is the type of customer service that keeps customers like me coming back to Blaze... read more

nice showroom. staff is nice and laid back. but beyond that, not much. needed a replacement part for an old fireplace, they said they'd find it and get back to me, no call back. i asked for an in home consult in order to know what product to buy from them, they said they'd have someone call me to schedule, no call back. it seems that they're connected to a contractor, and that may be where the company puts their energy rather than in retail sales for fireplace stuff. don't set your hopes or expectations high for these folks read more