Customer service isn't just about making a sale--it's about how a company stands behind its customers when things don't go according to plan. That's exactly why I'm giving Emberwest a 5-star review. From the moment I walked into the showroom, Aaron and Mike were incredibly knowledgeable, personable, and genuinely focused on helping me find the right solution. They took the time to understand my needs, walk me through the options, and make the entire buying process enjoyable and stress-free. What truly sets Emberwest apart, however, is what happened after the purchase. On paper, everything seemed like a perfect fit, but once I got home, it became clear that things weren't going to work out as expected. I was concerned I had made an expensive mistake, but Mike immediately put those concerns to rest. Mike was welcoming, understanding, and completely focused on making things right. He went above and beyond to ensure I was satisfied and that the situation was resolved in a way that exceeded my expectations. That level of commitment and customer care is rare and deserves recognition. I can't say enough about how well I was treated by Mike and the entire Emberwest team when my weekend didn't go as planned. Their professionalism, integrity, and dedication to customer satisfaction turned what could have been a frustrating experience into a great one. Needless to say, I'll be back. Thank you again to Mike, Aaron, and the Emberwest team for standing behind your customers and delivering an exceptional experience. read more

I worked with Aaron to purchase a Kozy Heat Nordik 41DV. Aaron is extremely helpful and friendly and answered my millions of questions. My builder constructed the wall framing, added an electrical run, and redirected the existing gas line. I live near the showroom so Aaron didn't mind stopping by to perform the pre-installation inspection. I was super fortunate to be able to snag an open installation appointment just one week later. 2 guys on the EmberWest install team came by and reworked my existing flue, chimney topper, and of course installed the new fireplace. I'm currently waiting for my builder to close up the wall and install the mantel, wall ledger tiles, and hearth. Once this is complete I will be calling Aaron to schedule our final log setup and testing. I realize this review is being written before my project is done but everything has gone perfectly so far and I expect the final setup will be more of the same - perfection! read more

We purchased a gas fireplace from Emberwest about 2 years ago. The original experience was excellent, from the purchase to the support afterwards. We received a notice in the mail reminding us of the recommended 2 year service, which honestly, we had forgotten about. We called, scheduled the 2 year service and the service was completed today. The mailed notice included a discounted rate for the service and it seemed like a great value for peace of mind. The young man that came out (forigive me as I did not get his name) was extremely pleasant, respectful of our home and thorough. Our fireplace looks better than the day we bought it. Amazing service from an amazing company. If you are looking to purchase a gas fireplace, stove or insert, I cannot recommend Emberwest enough. read more

Our gas fireplace hadn't worked for over a year and a half, so I finally reached out to Emberwest after a friend's referral. Even though they kindly let me know they weren't taking new clients this year, Aaron still took the time to ask for our fireplace model number and photos. To my surprise, he actually called and walked us through a few standard troubleshooting steps over the phone! We could see the igniter wire glow red-orange but turn off after a few seconds. He explained that was a good sign -- then suggested we leave it on, and toggle the wall switch as needed to help the system reset. After a few tries, the pilot light finally came on, and then the fireplace kicked in! Aaron explained that when a fireplace hasn't been used in a while, the gas line can fill with air -- you just have to let it run a bit to clear it out. I really appreciate Aaron's kindness, patience, and expertise -- especially even though we weren't official clients.! Thanks to his guidance, our fireplace is working again, and we'll be staying warm all winter. Highly recommend! read more

Emberwest Fireplace & Patio - The gas fireplace is on after Aaron's guidance. - Fireplace Services Near Me - Campbell, California

This is a quality company with a sincere focus on positive customer and community impact. Aaron, the manager, was so generous to offer me some over-the-phone assistance with our fireplace. He didn't even ask for compensation. I resolved the issue before calling him back, and it was a pleasure to connect with this company. Will definitely recommend Emberwest to friends! read more

Very knowledgeable but he was in a rush because not many salespeople. Maybe call for a 30 minute conversation. He was very good and ready to help. I will go back with an appointment next time. read more

Great experience working with Jamie and his team to install a gas fireplace at our house! Would highly recommend.

Aaron is great to work with and the installers also! We had ours installed in January 2026 and we love it. I highly recommend them!

I called because it's now 'cold' and I want my gas fireplace to work..... While it's not a product they usually support, Aaron texted me and also called to walk me through and basically solved my problem over the phone!! He solved our issue and didn't have to come to our house and charge us....how refreshing is that!!!!! Customer service is still alive! ! I'm sitting in front of our fireplace now with my purring cat on my lap... Thank you Aaron! read more

Incredible service and competitive pricing . We LOVE our new gas fireplace. Will use Emberwest again and recommend this business to my friends. They knocked it out of the park! read more

Emberwest Fireplace & Patio - Fireplace Services Near Me - Campbell, California

EmberWest was phenomenal in installment of our beautiful fireplace. Shoutout to Jaime Bragg who was instrumental in putting it all together. One of the few times that the project went better than expected. Great service. Thanks, Glen read more

Very good showroom and great staff. You will find whatever you're looking for. They have gas and electric fireplace,logs, and inserts.

Look no further - Aaron is tremendously knowledgeable, trust-worthy, and knows about all things fireplace related. He helped me with a fireplace issue quickly. If you need to put in a new fireplace or need help with an existing, there is nobody better. If I could do 10 stars I would. read more

Had an excellent selection and was very helpful. Bought my first outdoor fireplace 10 years ago and it still works great.

We had our gas insert installed by these guys years ago and their service has always been top-notch. I am coming on yelp now to write a review because we just had a service appointment and Jamie was so helpful, honest & thorough with his work. I love that their installers are also their service techs... These people really know what they are doing and care about their product & their costumers. Highly recommend. read more

Emberwest Fireplace & Patio - Fireplace Services Near Me - Campbell, California

I contacted them because the remote control for my gas log wasn't working, even after replacing the batteries. Aaron gave me his work cell phone number and asked me to send pictures of the remote and of the receiver unit. He said even though they were really busy, he hated for someone not to have a working fireplace for the holidays. I sent the pictures, and he responded with some suggestions. I also stopped by the business to chat further, and he was extremely helpful and informative. Turns out that, although I had replaced the battery in the remote, and the D batteries in the receiver... I had forgotten that there are also 4 AA batteries in the receiver! Duh... After replacing those, everything is working as it should. Thanks, Aaron, for your help!! read more

I tried my fireplace for the 1st time of the year and it wouldn't start. I called Emberwest to make a troubleshooting appointment and Aaron told me they were super busy due to change of weather but he ended up talking me through a troubleshoot over the phone. He also gave me a call back after the original phone call as a follow up because he had done some research. After the original phone call we got the fireplace to work!!! He could have sent a tech down and charged but he helped me over the phone which is unheard of these days!! If I ever have another issue I will call Aaron and I recommend anyone who needs help to go with Emberwest Fireplace & Patio read more

They explained the process and options very clearly and we were able to buy and have installed our new fireplace very quickly. Very happy with the service and the product. read more

Aaron is the best. Over delivers with his service. Jamie was awesome with the install too. love it when a place lives up to its reputation and Emberwest certainly did in my recent experience. read more

Highly recommend this company. Customer service during purchase and even after is top notch. Great company for customer service. Did a great job serving our unit today!! Thank you so much. read more

This business has the utmost integrity and outstanding customer service. We recently were cheated out of money by another fireplace company and Emberwest not only helped us get the product that we were looking for but genuinely listened and cared about what we went through. Our fireplace came out absolutely beautiful and we were left feeling extremely happy with how everything turned out. HIGHLY recommend Emberwest. read more

Very professional, friendly, and cleaned up afterwards. The tech was running late and communicated an estimated time of arrival as soon as he knew, which I appreciated. The price is reasonable. Tip: make your appts far in advance, as most appts are 2 months out! Would recommend this business and will use them again to service my fireplace insert. read more

Professional, effective, courteous, and immediate service. Aaron troubleshoot the reason our gas fireplace did not lit--diagnosed the problem over the phone (voice and photos), and provided resolution to the problem after business hours. Not only did his service exceeded all expectations, but also, he saved us a technician service costs. I wholeheartedly appreciate it! Naama read more

Everyone looking for bbq ,fireplaces Fire accessories- anything amberwest offers- stop looking ember west is your stop! Amazing service and people ,advice, fair pricing- they are the best!!! I've not had a better experience with any product or service ! They are both pros and great people... read more

Very informative and helpful as we were searching for a gas fireplace insert to replace 2 old ceramic log sets.They had several fireplace inserts in the showroom that we could see and compare. They ordered the fireplace and match light log set and were able to come and install them within 3 weeks. They gave us the contact info for the needed chimney cleaners and electricians. Installation was super efficient and clean and we couldn't have been happier. They had to comeback to install a surround for one fireplace and and then noted that that they had to make a baseplate to hide a gap where the hearth met the fireplace insert as this old house is not level everywhere. It's great to have people doing a job well and making every effort to leave a really nice result for the customer without any extra charges or hassle. Everyone of the guys involved was great to work with, polite, knowledgeable and reliable. We have no hesitation in recommending this company. read more

Absolutely, amazing store and service!!! Aaron is fantastic! I can't recommend Emberwest enough for your fireplace and grilling needs!!

They went above and beyond for me and are always helpful. I highly recommend them! Everyone on staff listened when I had a odd problem with a fireplace and they resolved it read more

I had a simple battery issue that was not worth any expensive house call so I was so grateful that Aaron took the time on his busy weekend to leave me a detailed message walking me through the process of simply changing the battery. Thank you, Aaron and thank you Emberwest for a fire place product that has been everything I needed and wanted. read more

I've had a virgin fireplace with no logs and no idea if it works. Aaron helped me determine if I wanted electric or fake logs. He's not pushy like a sales guy either. Fake logs using gas won out. Since we already had the gas hookup, all they needed to do was add the logs and adjust the gas line in the fireplace. It looks completely amazing and I'm so happy that my office will have natural heat now. I love having a warm fire!! Thank you and your worker Jamie (name?) for helping. It looks and feels amazing. Highly recommend them. read more

Emberwest Fireplace & Patio - After Ember west - Fireplace Services Near Me - Campbell, California

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EmberWest provided great customer service and a quick response to a lighting issue I was having with my gas log insert right before Christmas! They fixed my issue immediately and I was able to have a lovely fire going for hosting Christmas morning at my home. I'll definitely be using them for any future repairs or fireplace work I may need!! read more

They installed our gas fireplace last year and did a beautiful job. The guy who came out was super nice, respectful of our home, and overall a genuine pleasure to interact with. This morning we called them because our son had broken our fireplace remote and we couldn't get the replacement remote to work. Despite being heavily booked out, they squeezed in a 5 minute visit today to pair our new remote for us, free of charge. I'm usually too lazy to write reviews, but they've earned a good one for me. read more

Tried for several days to schedule a service appointment. Was told twice they would call me back; they never did. This is really not complicated; call back when you can if you are busy. How much effort does that take, even if it takes a day or two. Still waiting. Very disappointing. read more

The guys at Ember West are awesome!! besides being a good business, they're also a business with heart. The guys have taken on sponsorship for my apartment complex of low income seniors who have kind of been left by the wayside, and they have made our food pantry shine with their donations if you guys out there, need anything fireplace or patio, see them because they're honest, reliable they have integrity, they're just all around great guys. read more

Aaron was incredibly helpful. He provided candid advice that likely saved me several thousand dollars, and I would trust Emberwest with any future fireplace needs. read more

We bought a Nordik 34 gas insert from Kozy Heat at EmberWest (Campbell, CA) and just love it! We use it every day!! Emberwest (Aaron and Jamie) treated us exceptionally well. They are knowledgeable about their products, friendly and courteous. I would buy from them again in a heart beat and have even recommended them to a friend who will be stopping by soon for his own fireplace insert. The insert is well worth the investment as we have hardly turned on the central heating system on our main floor. And, of course the ambiance is amazing. read more

Jamie Geoffroy from EmberWest came out to service our 9 year old gas fireplace. He arrived right on time and was very informative. He showed me everything that I need to do to keep my fireplace up and running. He cleaned everything and it looks like new! We will definitely be requesting him in the future if we need anything. Thank you! read more

Emberwest Fireplace & Patio - Fireplace Services Near Me - Campbell, California

I had a log lighter fireplace converted to a gas log set, as well as a new insert with a blower installed in another room. Scot, Jamie, and the rest of the team were amazing. They visited our place four times for the initial quote and installation. They arrived on the dot each time, provided excellent explanations of how the fireplaces operated, and their work was flawless. Additionally, they helped recommend what features were great vs. ones that didn't add a lot of value. No need to look further, you will be very happy with happy with EmberWest. read more

Bought a $10,000 fireplace insert from this company. Very helpful and attentive when they were selling it to me. After the purchase, customer service not so great. would not use this place again. Took 3 days to get a call back. Issue with battery back and got 3 different answers from 3 different people. After spending this kind of money, I expected more help. Contractor is using our remodeled home as a showcase to potential customers. I will not recommend using this company to any people who come to review the remodel. read more

Purchased a gas insert with Aaron's helpful input (we decided against a electrical insert). Our chimney wall was remodeled with the insert going in last. Aaron made sure the contractor had all the specifications in place prior to the install. The Jamies arrived and the wee done in two hours. Both were professional and very pleasant. We purged the gas line (took 40 minutes) and the pilot light then ignited and followed the recommended burn-in period of 5 hrs. It was wonderful working with the entire crew from Ember West. read more

Aaron spent time on the phone with me, just before closing, to teach me where to look for a manual that states direct vent requirements/set backs for my gas fireplace. It was important to have that document on hand to prove to my insurance company that its installation was code compliant. It was amazing to talk with a knowledgable person who was too worried about getting paid. read more