We hired The Fireplace Company to convert our wood burning fireplace to gas. We couldn't be happier with the outcome. Everything works great and looks amazing. Kathy was very prompt and her employee did a great job and tested everything before he left. Highly recommend! read more

The Fireplace Company - Fireplace Services Near Me - Marietta, Georgia

multiple neg experiences with service staff. They're when they are selling but terrible when it comes to service and installation. Just buy online and get an independent to do the install. You'll save money, time and aggrevation read more

Please don't go to this company, you will regret it. They broke the valve to my fireplace and every appointment to fix it they cancelled. I called and she started putting me on hold and never coming back to my call Lets put people like this out of business read more

I bought my Broilmaster gas grill in 2008 from The Fireplace Company. I love it ! If you want a quality grill that will last many, many years...call this company. They have everything you need for an awesome grilling experience. Their service is great. My technician, Cel, came and repaired my grill damaged by a construction crew. My grill is not only repaired..it looks like brand new. Thank you Kathy and Cel. Denise in Tyrone read more

We purchased gas logs & fire place doors from Kathy. Very customer oriented. Cel installed everything. Everything is top quality. Cel installed everything. Personable & excellent. Everything was very professinal- couldn't ask for better! read more

We will never buy anything from this company again. Kathy was very nice and helpful until we paid for the set of logs. After that she was not interested in any problems we had with the logs. Her comment was if you open the box and install the logs there is no refund. Well we had the logs installed and they won't work. The installer has replaced every part and they still don't work. Their customer service does not exist. I will say Empire Comfort is exceptional customer service but they don't know what to do either. We will pay for another installer but at this point it appears we paid a lot of money for something we should be able to return without a stocking fee. They should give us a whole new set of logs. read more

I wanted to convert a gas fireplace to wood burning. I had to use a licensed company per agreement with home owner. Though it is a 10 minute switch. I called and spoke with a lady Laura, very nice, very polite. She quoted me $75.00 to come out and do the service. She stated she would call me back later that day Saturday Dec. 30th, to let me know when they would be out. Call never came. I called Monday and received a rude awakening. Kathy believed to be the CEO, answered the phone. She was about the most ignorant individual I have ever encountered. After telling her my issue, again a very easy thing to do, she wanted pics of fireplace and a pic of tag on the front of the fireplace. I sent her those pics on Jan 2nd. She stated that it would be a day or so when she would get back to me. After no call on the 3rd. I call the 4th. Kathy proceeds to quote me a $269.00 service call and additional for any parts that would be required. I told her no thanks. You are ripping me off. On Sat the 6th Laura calls and asked what I was going to do. I told her of the increased quote I received from Kathy versus the one you gave me. She said she received the quote from the boss and it is $75.00. I then said ok lets set it up. We set it for Jan 12. Between 10-12. The tech showed up at 1210 not a big deal, and spent 13 minutes doing the work. Including 5 minutes getting his tools and taking a phone call. After completing the job he handed me two invoices. One for the Laura quoted $75.00 and one for the Kathy quoted $269.00 with a $65.00 fee for parts. I told the tech I would be calling the office to get this worked out. A call to the office later I left a message for Laura. She call later that afternoon and informed me that she was incorrect and the higher amount will need to be paid. A call to the Georgia Dept. Of Consumer Affairs revealed a possible fraud case, but they asked me to try to handle first. I have not decided how to handle. They deserve to be paid the quoted $75.00 for stop and the $65.00 for parts. Thats it. I would have never agreed to the higher fee and would have called someone else. This Kathy, frequently mentioned in many posts must be principal of the company. How can anyone be so rude for so long and keep her job? I am paying the $140.00 they can take me to court for the rest. During discovery I will want to see how many $269.00 stop fees Kathy was charging. In the end dont use this business. The term WHORES comes to mind. Quote one price and charge another when service is provided. Call another company stay as far away from this business as you can. Hope this helps. Because had I read this before I called them I would not called them. Giving them 1 star is too much. But you have to start this way to give review. No Stars from me. read more

We visited the store the first week of October, 2020. I was very distressed to see that both sales associates were not wearing masks. I asked one associate if he could put a mask on. He said no, he couldn't. I assume he meant they didn't have masks to put on. After months of COVID outbreaks, how can a company NOT require their sales associates to wear a mask is beyond me. Irresponsible. read more

I requested service for our two fireplaces for the home we recently purchased. I knew at least one had a damper that would not close and at least one I wanted to get a price for gas logs. I was told that the man who would come out would do any necessary work for the $187 trip charge plus any parts that would be needed. A nice technician looked at one fireplace and just removed a clip that was holding it open. He told me there was no problem with the other damper and just vacuumed one fireplace out. So I paid $187 to have a fireplace vacuumed. Oh well. The problem was that later, when I took a flashlight to look at the fireplace that he said was ok, it does not close. One side of the hinge is too long to close and the other is too short so there is a space on both sides. So, I called the office again to say I would not pay another $187 to have someone back out, and was told by the woman on the phone that the damper was just fine. Well, since it does not close, I'm going to say that I don't think so. Total rip off. They also gave me an outrageous price quote for logs. I found the same brand online in various sizes for about 70% less read more

I purchased my set of gas logs 20 years ago from The Fireplace Company. I've really enjoyed them so much and they have been great all these years. I always turn on the logs every week or so in summer to be sure no wasps or hornets have build a nest in the chimney. Last time, I noticed my damper seemed stuck, so I called The Fireplace Company to request service. I really needed the logs cleaned and the embers replenished etc. as well as checking the damper situation. The service technician, Alex, arrived on time and did a great job! He removed all the logs, grate, embers, everything and cleaned the fireplace and the logs and replaced all the embers and whatever goes in there. I am SO pleased with the service and wished I had done this before now. Wow they look so great!! Also the damper just need a screw adjusted. Now everything is perfect for the winter season (or for my weekly wasp check :) Thank you Alex and The Fireplace Company for a great job! Well worth the service call. read more

Be careful when purchasing anything from this store. I bought a log starter for $58.00, which did not work out for me, because of the angle of my gas line. When I returned it a few hours later, I was told that they will charge me a re-stocking fee of $12.00. Since I could not use their product, they still made money and retained the product. I do not understand re-stocking charges, when all they do, is put the item back on the shelve. A total ripoff. I will not buy anything from this store again. read more

Brantly and Demarco were friendly, efficient, and very neat. Their attentiveness and attention to detail made for a stress free visit that got my fireplace functioning at its optimum. read more

I would STRONGLY RECOMMEND NEVER CALLING THIS COMPANY. They do not warranty their work, they do not complete the job in a timely manner and they charge you over double the estimate they give you. read more

This company does not deserve the one star that I had to select to post this review. About 5 years ago we were given 2 sets of some very nice Real Fyre remote control gas logs for our new home. They were purchased and installed by The Fireplace Company. Within two years the 1st unit basically burned up and we had to pay $800 to replace the burners and controls. Move forward another couple of years and the other unit burned up as well...this one is going to cost about $1300...We were told that the wrong orifices were installed in the last one that burned up. Our home uses propane and the way I understand it is that propane burns hotter than natural gas. Natural gas orifices are larger, so if you are burning propane with the incorrect orifices it will get extremely hot....i.e. burn things up! As you probably have seen in several of the postings The Fireplace company will blame us for what their company installed INCORRECTLY and could literally could care less....My wife spoke with Kathy, who is the CEO, CFO, and secretary of the company, and she actually told my wife that we obviously did not know what kind of gas was used in our house, to which my wife replied you can't misinterpret what type of gas you are using when an Amerigas Propane truck pulls up to your house and also said how would she know what kind of orifices were used (her employee said so)...BUYER BEWARE...IF YOU WANT TO SPEND YOUR HARD EARNED MONEY USE SOMEONE BESIDES THIS COMPANY!!!! read more

Very happy with our recent log purchase and installation. Staff were very knowledgable with their products and they had a great showroom. read more

The Fireplace Company - Fireplace Services Near Me - Marietta, Georgia

After a couple months with two new ventless gas logs, think it is safe to say that we made a good choice to come here. Coming up on our third winter in an older home that seemed to have had some rushed updates to fireplaces in order to pass inspections, we had a couple cheap vented gas units that while almost new, really did not perform. The need to open the flue made them strictly visual elements -- and the lack of remote controls meant they were never used. After much research on ventless options -- something that would actually give off some heat -- including understanding that proper installation is vitally important with such units, we stopped by the Fireplace Company to scope out the range of the possible. Very quickly became evident that they knew their stuff, yet were not trying to upsell at every turn. The price chart was very clear and options well explained. Our salesman was also very keen to make sure we had good measurements for our fireplaces to make sure we were getting a good match for the space. As such, a unit that looked good in the store was ruled out as just a little too tall for one of our spaces. Installation happened on time, and despite having to run out for additional couplings to match our older gas lines, was complete in a matter of hours. The units have performed as promised -- point and click ignition -- and have been tremendously valuable during this crazy winter cold snap as quick radiant heat sources for 20-30 minutes of on time. Makes a big difference to raise the temp of a room by 2-3 degrees as you settle in. Plus the look of the fire is warming on its own. Do understand, as our installer advised, there is a burn-in period of a couple hours that does release a chemical odor from the cast ceramic units. Not terribly offensive or strong, but it is there. Essentially the units are being proofed. But after that -- hard to tell when they are on. read more

Completely unprofessional. The owner actually hung up on me. Wow! On December 17, we went to The Fireplace Company and purchased a set of gas logs for my mother. They did not have them in stock. We paid for them and they said they would call us when they came in. That was Sunday afternoon around 4. I spoke with my mom and she reminded me she needed to pay for her HOA's that were due January 1. Before the store opened Monday morning, I left a message. I called back at 9:00 when they opened to cancel the order for the logs. The salesman indicated it was their most popular log set, so I didn't think it would be an issue to return them-since we didn't even leave the store with anything. BTW, the salesman was very nice, I hope he finds better job with a more reputable company. Cathy indicated that there would be a 20% restocking fee. Wait...what? This was NEVER mentioned at check out. Nothing noted on my receipt. Not on their website. Not posted at the cash register. I spoke with numerous people, Emily, Cathy and others. I was never called by David or Keith - as was promised. Everyone kept passing the buck. The owner would not come to the phone and kept having a young girl tell me she was not there. Finally, Cathy came to the phone after having the young girl tell me Cathy wasn't there. The owner Cathy actually hung up on me when she finally came to the phone. I have purchased 3 previous sets of logs from this company without issue. A repeat customer for a small business in such a niche market seems like they would want to retain my business. I like to support small business and buy locally. Especially with female owned businesses. It's unfortunate this situation has become such an issue over so little money and so little customer service. It's actually almost a month later and they still haven't refunded any of my money. I have placed a dispute with my credit card company in an attempt to gain resolution. They are currently holding over $1,300 of my money. Do yourself a favor and go to another company that has more respect for their customers. Once I hear from the dispute, I will update this review. read more

Evidently, I asked for an accessory that didn't warrant the salesperson's time. She told me to "look around and let her know" when I find it. read more

Found out a week after making an appointment for several fireplaces to be started and checked out that the receptionist never put me on the schedule. So three weeks after original call I was asked if I could be home sooner they were running ahead of schedule. I drove straight home awaiting a 1pm service call. Around 2pm got a call from the technician and he said it would be 2:50 before arrival and he detected frustration and asked if I needed to reschedule in a rude tone. Once he arrived I was going to explain how I was not that happy because I had been waiting weeks and how I also rushed home and he was just arriving. He made it clear he was a contractor. He didn't seem very happy and wasn't friendly and didn't care what I felt. When I asked how much today would cost he seemed bothered and the amount for 3 fireplaces to be started was going to $715?? Beware this place is overpriced and apparently hire contractors who make money too and don't care about the customer. Get a quote beforehand. I will not use them again. read more

I totally agree with the other reviews which start out with: Buyer Beware, Terrible customer service, or won't return phone calls etc. In my experience, once the sale is made....they don't about the customer. I had them come out for annual service/ inspection and to address an issue I was having with my gas logs. Their price was $339 which I found to be outrageous when compared with other places but at that point in time I needed someone to address my issue. So I bit the bullet and scheduled them. My issue was that the pilot light kept going out...he cleaned things out and said that would take care of the problem. I specially asked...if it didn't fix the problem would he come back to address it again without my paying another $339....He wouldn't give me an answer. Well, it didn't fix the problem so I called them to ask them to come back or how to handle this problem. I spoke with Jessica and she said it would be another $339 bucks which I balked at. She did say she would check with the tech and call me back by the next day. She never called back. I called a few days later...was told she wasn't working but they would have her call me. This happened twice! No call from Jessica. No other sales person would address the issue. I called again....finally talked with Jessica...she said she would have the tech called me to discuss some possible solutions the next day. Never got a call from the tech (Terrance). Sooo, I call again and talk with Kathy...I could write another review on her. Let's just say...she was rude and I'd give her a zero customer service rating (and she's the CEO). Anyway, I found another company, much better price, very nice and very knowledgeable! Needless to say I was very disappointed with Fireplace Company, their staff and their customer service. I had always thought they were a quality company. Not so! Beware....after the sale, they really don't care! read more

After years of being a loyal customer (two grills, numerous installations and accessory purchases), I used the fireplace company's services to examine a malfunctioning gas fireplace in a newly purchased home. The service visit itself cost $175, which I thought was ridiculous. The follow-up from the company has been even worse, as I never received a written report as to the diagnosis of the problem l, much less any proposed solutions. Even worse, the company has not responded to emails. As a result, I have had to switch to Chimney Solutions who have been fantastic. Service visit from them was $99 and that will be applied to the cost of a replacement log set. I will not use the Fireplace Company for anything again; unfortunate for them as I am in the process of a major renovation which will require two new fireplaces and a new grill. read more

After they get your money, they are no longer even remotely nice to you. If you have a problem, they will hide from you. I have years and thousands of dollars of experience wih this company. You are forewarned. read more

*****The Fireplace Company has the best customer service and provides everything you will ever want or need when it comes to fireplaces, grills, and all accessories. The staff is friendly and willing to help you out in any way and if they don't know the answer they will find it out for you. Great place to go for your fireplace, grill, and accessories for both. They even have some decoration accessories like lamps and candles. Great place for gifts for the grilling person in your life. I would highly recommend them.***** read more

Had appointment time for arrival 11am-1pm to repair fireplaces and gas post light. Never showed up. When I called The Fireplace Co. all I got was a voice mail. Finally received a call AT 6PM from the person that was scheduled today. I am absolutely floored with the unprofessionalism of this company. Have scheduled with another company. read more

I contacted The Fireplace Company to install gas logs that had come with our newly purchased home. I told them that my husband had not been able to connect them, so there may be a problem. The man from TFC installed the logs and then added some "gravel' to the fireplace, but left with the log formation not looking right. It wouldn't ignite correctly either. So I called our gas provider and asked them to send someone out to be sure we didn't have a gas leak or some other issue. And sure enough, the gas provider's inspector took a look at everything and showed us some tags on the logs saying they were for use with LP...propane!! He said these logs were not compatible with natural gas fireplaces and should never have been connected. And that it would be dangerous for us to try to use them. He cut the gas off to our fireplace and recommended we find another fireplace dealer asap. read more

Take your business to a company that cares for their clients. We bought gas logs from here from a nice sales guy but we had to first go home and measure our fireplace. When we called back to place the order (just an hour later) we were met with very substandard help. The lady was ignorant when it came to understanding what we were ordering. After we ordered, she told us it would take three weeks for them to come to install them. Three weeks came and went and we began calling to track down the order and install. Numerous calls later... the logs were installed about a month after we ordered them. The whole experience was pretty poor and we will choose a different company to fill our additional fireplace with gas logs. read more

I'm so very sorry I did not read some of these reviews before calling the fire place company for service. Kathy (manager??) told me service would include cleaning the inside of the fireplace, changing the 5 AAA batteries and cleaning the logs, She went as far as telling me the fireplace should be serviced once per year. When the salesman came he changed the batteries and told me that its working,. I asked about cleaning the inside of the fireplace as was told to me was a part of the $150.00 service charge. This was his reply , "lady I'm not here to clean your house." I called Kathy and explained to her that the salesman did not do what she had promised would be done. She then shouted that they are not there to clean my house and I must pay the $150.00. I did pay the money but I just want to report that they were very disrespectful . There are other fireplace companies that would charge less to replace 5 AAA batteries. All I wanted, was what was promised would be done. But instead I get a company where the people are rude and do not honor their agreement read more

Be careful when doing business with this company. My wife requested a heater to replace an old inoperable floor furnace. This company recommended a non-vented heater. The non-vented combustion caused severe moisture buildup which caused mold to grow on the walls and baseboards inside the home. We have asked the company to remove the unit and refund our money but they have refused to answer our request as well as the repeated requests by the Better Business Bureau (BBB). They will not respond. Be very careful when doing business with this company. The salespeople are very responsive prior to installation but after the installation, YOU ARE ON YOUR OWN! read more

Unbelievably poor customer service. Never even made it to the point to get anyone to the house. There are other companies out there!

On October 20, 2015 I called "Angela" with "The Fireplace Company" located at 2493 Canton Road, Marietta, GA. My gas logs in my fireplace had stopped working. Angela never mentioned whatsoever any charge for the service person to come out to my home. When the service person came to my home I wasn't home. However, he informed my wife that "we needed a new remote, receiver, gas valve and burner because my remote, receiver, gas valve and burner was not compatible with my gas logs." So, I was called later that day by "Cathy" the owner, and she said the parts to replace this was $850.00 for parts, plus an installation charge of $175.00, plus a charge of $175.00 for coming out to my home. That's a total of $1200.00 for parts and installation. When I informed Cathy that I was never told about a $175.00 charge to come to my home she said this is what we charge to "service" your fireplace. I said he did not service my fireplace; he just said we needed all these parts. She insisted on me paying the $175.00 by calling it a "diagnosis fee" and I pay her the $175.00. I was very suspicious of the what the service person had told my wife because my fireplace had worked perfect perfectly for years so how could the remote, receiver, pilot valve and burner after all these years be incompatible with my logs. So, I called another company, Gas Logs Etc., Hiram Georgia and told the owners, Larry & Patti, what I had been told. They ask me what brand of remote, receiver, pilot valve, burner and logs I had and they said--over the phone--that this was nonsense and that in fact all of these items were perfectly compatible and commonplace. They were nice enough to send out their service technician, who verified everything was just fine and all I needed was simply a new remote. Cost: $75.00 and they did NOT charge any "service" or "diagnostic fee as the service person said we get paid for actually doing the work. I feel that I was intentionally scammed as the cost for a remote, receiver, and pilot valve retail price is only $300 retail even if this is what I actually needed. As "Scott" said, any honest, reputable and knowledgable service person should know that if gas logs that's been working perfectly for years suddenly stopped the first think, like a TV remote or any other remote driven system you check is the remote. Then you check the receiver, then the valve, etc.. Stay completely away from this company for as you can clearly see they are trying to take advantage of any person that does't fully comprehend what they are trying to do. Just think about it. They were trying to take my wife for $1200.00 when all I needed was a simple remote and no my fireplace is working beautifully again. And the owner, Cathy, is in on the take as I when I called her to discuss this she refused to discuss this and hung up on me so I'm out $175.00 they charged me for doing absolutely nothing and trying to rip off my family. read more

The "customer service" and friendliness of this company was pitiful. The entire time I tried to speak with a woman there, who seemed to be too busy for me, was flipping through a catalog. Human decency was ignored and I felt like a nuisance to her. Disappointing. Would not recommend. read more

Worst service ever. On 11/15 I left a part for their service team to look at and find me a replacement. I had to keep calling because they would never call me back on my messages (as they promised to do). Finally came up to talk to them in person and the lady handed me my part back and said she doesn't have time for this. Extremely rude and I would suggest people to stay away from them. I will never come back that's for sure. read more

Called this company to come out and check my fireplace they put in 4 years ago. On the phone I was told by a rep of this company the cost for a service call was $75. I considered this normal and agreed. Service man came out ( very nice gentleman) and found that the batteries needed to be replaced. I had the batteries. We replaced them and everything worked again. The next day Kathy called me from their office and told me the service charge is $175!!! That is $100 more than I was told before!!. Buyer beware!! Have everything in writing with this company John K read more

Older woman who works there is very rude. My husband went in for an ODS thermocouple. She refused to bring one out to sell him since she said the one he had in his hand was "Lowe's junk". He told her he wanted a replacement and she just kept repeating that is Lowe's junk. He was the only person in store so it definitely wasn't that they were busy. I've never seen a store who refuses to sell you something. read more

I've been coming to this store for at least 20 years. Always the BEST customer service. I showed up today after they closed because I needed a new burner for my grill. They graciously reopened, looked up my account, found my part and got me back on the road. They have taken care of special orders for me as well. They have a great selection of grill accessories. Check this store out before you go to the big box store. You won't be disappointed! read more

Hiring the fireplace company was like taking $329 and crumpling it up and throwing it into my non working fireplace and putting both out to the curb. The owner is THE MOST unprofessional, rude individual I have ever encountered - I honestly don't know how she is in business. I have a 17 year old unit I paid $329 for a technician to get it back up and running. Only it worked for approximately 15 minutes after he walked out the door. I called the company back to explain what happened. She told me to give it time. I gave it a few days, called back and she said her technician would be back in one week. That week came and she called to tell me I needed additional parts (which I knew was a possibility even though I was told the fireplace would probably work at least another year with the work that was done that day) I was completely fine with this assessment but I was also told that the $329 I already paid was their minimum fee to evaluate the issues and that I would be charged this AGAIN when he came back out (even though the problem had already been evaluated)....it wouldn't be applied to future work, no - I would be charged this AGAIN. When I questioned "what about the $329 I already paid" I was told "they don't work for free"...and what did I expect my unit was "old". They do not stand behind their services, they will charge you whatever, and then they will be extremely rude to you when you question them or what you've paid for. I have never written a negative review - ever - but the owner was so incredibly rude, unprofessional, and flat out mean and condescending I need to make sure others done feel this pain of frustration and loss of hundreds of dollars. Beware. read more

Horrible job on built-in fireplace and counter. Countertop had to be redone 3 times, now leaking and all wood rotted out and cabinets falling off. Slate falling off front of fireplace, mantle also falling off. Owner never returned call. read more

Fantastic, timely service; their technician went above and beyond to ensure our needs were met and all repairs were completed to our satisfaction. I HIGHLY recommend their services for any and all of your fireplace and/or gaslight needs! read more

NEVER EVER EVER DO BUSINESS WITH THESE PEOPLE. after a week of trying to get them out to repair my fireplace, the sole source of heat in my apartment. they finally came out, determined I need a new pilot light, then had the audacity to tell me I needed to track down the part number and order the parts! after speaking to the person in the office she was just as rude and nasty as the repair tech. all they care about is getting the sale. after that you are on your own. STAY AWAY!! read more

PLEASE never, EVER trust what you hear from these people. The owner of the company and their service technician BOTH lied to us after our "top of the line" Empire vent-free gas log set ceased to work in month 61 (you guessed it - 60 month warranty). So, instead of telling me news I didn't want to hear, the tech told me "we'll go back and check to see if it's under warranty and if not, we'll let you know what to do next, but you may have to send parts back to the manufacturer for repair. Regardless, you've already paid us for the repair so there will be no charge to replace the parts" I didn't hear from them for several days, called, spoke with the owner who told me "The technician's report says your pilot light is short and you'll need to come in and purchase a new set." WHAT? She went on to tell me "we only sell them, we don't MAKE them." I've contacted the manufacturer, I've contacted my bank about the $229 I paid them to be deceived. And now I'll start telling my story via Social Media. Companies like this should NOT be in business. Run away as fast as you can. read more