I wanted to thank Embers for their quick service call follow up and Sarah for the clean and check done on our gas fireplace. I especially wanted to thank Steve for his professionalism, courtesy, expertise and honesty, in providing valuable information. His approach is extremely unique in today's world, living out the golden rule, treating others as you would want them to treat you. He is a blessing and a valuable asset to Embers and I will not hesitate to continue using Embers in the future with people like Steve employed there. Tom in Mentor read more

Steve Kliot and the people at Embers in mentor were the absolute best when my gas fireplace went out. Steve went above and beyond, emailing me daily with ideas to help get it started. The man is brilliant and shows he cares more about helping, than making money. Never pushed a service call Not once. Walked me through every scenario and how to fix my fireplace, starting with the cheapest way possible. I honestly can not say enough good things about Steve and can't thank him enough. Jason in Perry read more

After losing our home to a fire last year, I knew we would only have an electric fireplace in our remodel. I fell in love with one at Embers and made frequent visits to it. When we were given our move in date in January, I went in to place my order telling Josh "we finally have a move in date!". We finalized everything and made an appointment for Feb. 16th for installation. Imagine my surprise to find out 2 days before that the mantle was at least another 2 weeks out, so no stonework either. A call to Josh had him citing every excuse like "we didn't know your move in date (they did)", the order was just placed a week ago (it was 3 weeks)" and "you kept changing plans( not once nothing changed after order was placed). Finally, after blaming me, he admitted being at the Home and Garden Show put them way behind. A call to the owner got things done, then he tried to give Josh the credit for making calls. No, those calls wouldn't have been made without me making some first. Scott and his installment team were awesome, so no complaints there, but being treated like this by a salesperson I had been working with for months was unacceptable and very disappointing. Great product, but don't use the Mentor store! read more

Purchased a fireplace screen from Embers. First a rep came to our house to measure and take our order. He brought samples of materials so we could make a decision about colors. He was knowledgeable and had a lot of experience so he was able to explain the process and answer our questions. Once the order was placed, it took several weeks until the screen and doors were built. A team of two Embers employees brought the unit to our home and installed it. They were professional, polite and clean. The final installation looks great. No problems or other issues. Overall a good experience. read more

I had to stop in this store to grab some charcoal for my egg. Surprisingly they had a few options of charcoal to pick from.

Went here to place an order for custom Ironhaus fireplace doors (if you want absolutely stunning doors, these are the way to go). All Ironhaus doors need to be spec'd out and ordered. I initially worked with Steve, but it seemed Ben was more knowledgeable on the doors, and so he got involved in the order process. Ben helped me clarify a few things on the order form which was helpful. But beyond that, Embers sat on my order form for a few days, despite my telling them our sense of urgency in getting the order placed. I learned his because I called Ironhaus myself. Because the order sat longer than anticipated, our contractor had to reassign our Mason to a different job, and completion of our fireplace was delayed. Additionally, Embers screwed up my order instructions. I asked for the mason's form and fireplace doors be sent directly to my house. They had both going to the Embers store. I had to incur an additional $70 charge for Ironhaus to send the form and doors to my house. In the end, I expressed my displeasure to Ben directly, and asked him what the benefit was of ordering through them when I could have handled it directly myself through Ironhaus. He offered to reimburse me the $70 plus an additional $30z. Big deal. The guy sat on my order and went on vacation, didn't delegate the order management to anyone else at Embers, and I got handed a bunch of stuff to follow up directly with Ironhaus. Not cool. Do not do business with this place. read more