Do not do business with this company. At first thought they were great. Alex was extremely helpful and friendly in the store. Helped us pick out a fireplace that met our needs, they came and removed our old one. Told us it should be about a week to get the new one in. After two weeks without hearing anything I sent this email to them. "Just checking to see if there's an update on our fireplace. The last I heard you were hoping for an arrival last week and an install the beginning of this week. Thanks." I never received a response. After a few days I called and talked to Ron. He told me they were still waiting on a few parts. I said ok, I would just wait to hear from them. About 3-4 days later I receive a check in the mail from them refunding my deposit. When I call to figure out what is going on, they tell me that based on the email I sent I seemed upset and they feel that they can't satisfy us. I have no idea what type of business they are trying to run, I just know that I am left stuck with a hole in my den that I've had for the past few weeks already that I now have to start the process all over to find someone to install a fireplace. Crazy. read more

Am shopping for solutions and options to upgrade the wood burning fireplace in a 120 year old house, and had very enlightening and educational discussion with Alex of the Fireplace Center. Alex certainly helped me cut through the fireplace upgrade possibility clutter, and has a gift for doing that. I recommend the Fireplace Center and Alex to anyone exploring such options and finding them confusing. Thanks Alex! read more

I have an existing wood burning fireplace and asked to have an expert come out to give an estimate to convert to gas while we are doing a remodel. I was told to bring in pictures of what I want done. I told the receptionist that I wasn't going to do that because I didn't have the time and that they needed to see what I wanted them to do. She was very flippant and dismissed my concerns. The company may take a different view from her, but without being able to talk with someone else, I will never know. I hope they can some day hire someone with people skills. read more

While Alex, the salesman was okay, the rest of the staff was rude! The two women I talked to were extremely unprofessional. After talking with the delivery driver to set up a time, between 9 and 10, I let him know that I would NOT be there but my husband would be. My husband would take the day off and be there to instruct and pay the remaining of the balance. The driver drove all the way to my house in Newport and called me. When I didn't answer, like I told him I wouldn't, he turned around and went back to Spokane! He didn't even knock on the door! When I called to check on the status, I was chewed out by the receptionist and the driver for not answering my phone. The driver was so rude because I inconvenienced him and wasted his gas that he would not come back to plumb in the unit like we had hired him to do. These people are nuts! Please save yourself some frustration and go somewhere else! read more

HORRIBLE AND RIPPED ME OFF...I am just warning you that you will have heartache hassle and Hurt by deception. Do not go to this businss as they do not care about the customer and only about the money. Alex the son who is the salesman at the store deceived and lied about an item they sold me but the lady who answers the phone is the worst customer service person you will ever deal with. The most rude person I have ever dealt with and I think she is the mother of Alex. They will take your money but never return your calls and that lady could care less about the customer. She protects her son and husband so you will not get any callbacks once you buy something. Their other business is Ron Morris Heating and What a joke that business is. Not worth dealing with. read more

Got Burned, I wanted to replace my existing wood insert with a new gas insert. I went to the Fireplace center on two different occasions, I worked with Alex and explained what I was doing, and what I had to work with. I showed him several pictures for reference. Alex told me he had just what I needed and sold me a very nice unit that he said would work great for my situation. When we tried to install the unit it wouldn't fit. So I had Alex come out to look at it the installation. After evaluating the situation, he tells me that I bought the wrong unit, he explains that I basically have two choices. 1) Hire a brick mason to come out and redo my existing chimney removing enough blocks to accommodate the flue configuration for the unit I purchased. Doing this could involve removing blocks up to and through my ceiling and into the attic, additional supports would need to be installed to support the remaining bricks. 2) Purchase another unit that should work with my existing chimney configuration. (did I mention that I bought what he said I needed in the first place) We went with option # 2, however when I tried to return the first unit they said it was a special order and subject to a 35% restocking fee. ($700) FYI, they sell the product but don't carry any inventory so everything is ordered from the dealer, and therefore a "special order" I will point out that the restocking fee is clearly stated on the invoice, however I was thinking they should work with me since my purchase was based on what Alex said I needed. No such luck In the end we settled on the following: They would take the first one back if I purchased another unit and pay additional costs. They would cut the shipping charge if I was willing to wait on the delivery until they could combine it with another order. In the end we hired the guys from Falcos fireplace and spa to come out and do the installation, and were very happy....With Falcos read more

I had called hoping to schedule a service for two of my pellet stoves with the potential of replacing one of them. The lady who took my phone call gave absolutely horrible customer service and talked to me in a very demeaning manner and tone. She acted like she knew all and no one else could know anything. I won't be doing service that has such poor customer service right out of the gate. read more

Called a few days ago to ask some questions and whoever answered the phone was so rude, I couldn't even consider doing business with you. Didn't catch a name, but seriously lady there is this word it's called PROFESSIONAL. I am stunned by the way she treated me and hope her manager reads this. She shouldn't be answering phones if she has absolutely no idea what customer service is. I wouldn't recommend this business to anyone and furthermore will find another place to do business that doesn't treat people like trash! read more

We received terrible customer service from this place. They didn't honor their original estimate and tried to blame us for their poor business practices. If you're looking for a new fireplace I'd recommend Accent Stove and Spa instead of this company. read more

Just an update on my previous post. I decided to write a long and detailed letter explaining every detail to the owner of the store, Ron Morris. He had been the person that responded to the letter sent to the BBB about this incident. I explained that the information given to him by his son was inaccurate, in in certain areas, untruthful. I was clear, specific, and informational. I also asked him, as the owner, if he wanted to sit down and discuss this unfortunate episode anywhere and anytime. My letter was over 2 typed pages long, and I put quite a bit of time and effort into it. I then asked a friend of mine, who used to be a home builder, to proof read it, and give me input on the tone, style, and overall sound of the information. He said it was very professional and well written. I sent the letter to his main store, in an envelope addressed to Mr. Morris. That was over a month ago. To this day, he has not responded. I am very disappointed that he would not react to this letter, as I have not wanted this situation to end this way. read more

We purchased an Outdoor Linear Fireplace and were given many promises from the sales person Katie Johnson. We were informed the unit would be no problem to convert from the current LP configuration to Natural Gas. We were also told they would handle the conversion and also route it for delivery through the bottom instead of the side. We left it at the store to be done and paid for it. The last month has been spent making multiple phone calls to them, one without call back. We were then told we could change the orifice ourselves or have our installer do it and were not given a clear answer on re-routing the delivery line. This is not a customer service oriented business and I advise anyone to move on. We are putting the charges into dispute. read more

Hot tub customer service is not good. Service employees tell you they will be in touch and don't follow up.