This company has amazing service and product selection. The staff is experienced and very professional. I appreciate their patience and high quality service with 3 fireplaces. read more

I called the number shown on Fireplacesplus.com's website with a question about gas fireplaces. I'm relatively new to the topic, and most sites don't really explain how it all is supposed to work. I was fortunate enough to speak with Janie. She was incredible! She spent an HOUR with me answering questions, explaining how parts worked, reviewing products I had and providing configuration recommendations. In the end, based on what I already had, I needed just a $50 part. She wouldn't have it in stock until next week and knew I was in a hurry. She then recommended competitor's websites to see if they could get it to me faster. TALK ABOUT CARING FOR THE CUSTOMER! This level of customer support and empathy is unheard of. Did I buy from her competitor? Heck no. I'll wait a couple more days to get it from a business that cares about people and their satisfaction even at the expense of a sale. read more

They made promises to help me four months ago and never followed through. Said they were too busy and never bothered to call back. Then changed their policies. 0 rating. read more

Janie went above and beyond to help me get everything we needed to get two fireplaces up and running before Thanksgiving. Although the store was extremely busy Janie made sure the logs were delivered on time for installation. Jeff was also very helpful. Victor was our installer. He was very kind. Efficient and clean! Janie's follow up was icing on the cake. I could not be more happy with my experience at Fireplaces Plus. Hard to find customer service like this these days! I will recommend your services and will defiantly use Fireplaces Plus again! Thank you! read more

Fireplaces Plus - Our dog Stella so thankful for Fireplaces Plus! - Fireplace Services Near Me - Poway, California

Do not deal with this company they are a nightmare with honoring their warranty and customer service is horrible! I didn't even want to give 1 star but couldn't post without read more

Stopped in to get general information on direct vent fireplaces. Our polite questions to the female salesperson asking for general idea of installation costs were met with vague answers and confrontational attitude - the whole conversation seemed like a battle. Decided to call the next day to ask for installation dimensions of the other salesman; got directed to his voicemail and now 3 days later still no return call. Seems this company doesn't want our business. read more

I like this place. Sales guy was very helpful and didn't up sale me. Very happy with my fireplaces after their suggestions. A+.

Take your service and repair business elsewhere. Their follow up and quoting process is unorganized and dishonest. Over a week after the inspection I had to call in to get the repair quote. They rejected the job bc my fireplace was supposedly out of code. The repair had absolutely nothing to do with my fireplace. It's obvious that they were not interested in a smaller job. To me it was a blatant lie. I wouldn't trust them. read more

Go elsewhere! Had a great experience 5 years ago when we bought a fireplace from them had a horrible experience this time. They sold us a fireplace that is known to be extremely hot...it has cracked 2...yes 2...surrounding materials...Quartz and Granite. Their tech was hostile to me and my contractor...did not communicate well and blamed everyone else for the issues we've had. He was so hostile I had to make sure workers stayed with me so I was not alone with him. They did most of the install...but since someone else did part...of course they are blaming him....even though if the tech had communicated we wouldn't have any issues. It took us 4 MONTHS from purchase to be able to even turn it on. Eli was impossible to deal with and extremely rude. read more

YOU CANNOT HAVE A FIRE WITH THE GLASS DOORS CLOSED. Yes, you heard me right. If the doors are closed on your gas fire, you are in violation says Fireplaces Plus. Overall the two fireplaces I bought look nice. However, I am giving one star because in all the interaction I had with the staff--Jeff in San Marcos--and the installer twice, no one said that you could not have a fire inside the fireplace with the doors closed. It's insane that they produce fireplaces which require one to have the doors OPEN. This is a scam. And that's what I told Jeff when he called me to ask how I liked the fireplaces. I like fireplaces that I can safely close the front glass doors of and look at the fire. Jeff kept saying, "But you want a fire for heat, right?" I'm thinking, "Get real." We live in San Diego. If you want to deal with prevaricators like this, Fireplaces Plus is your store. read more

"The Customer is Always Wrong" This is the type of business that survives in spite of itself. They have a big inventory but also a big attitude. I simply wanted to purchase and have them install an insert in a rental and was told I needed "permission" from the owner which i got. Then when it came time to install the $3,500 unit I was told i needed "written" permission from the owner who is now unavailable for two months. I complained and was then blamed for not reading the fine print of the proposal which in fact never stated that I needed "written" permission. Big inventory and a big attitude to match! read more

We stopped by the store to talk about redesigning our outdoor fire pit and indoor fireplace. Jeff and Eli were extremely friendly, professional, courteous, and knowledgeable in discussing our needs with us. They answered all our questions and provided us with a range of options from which we made our final design choice. Shawn installed our redesigned fireplace and accessories. He did a fabulous job. Karen and I are extremely satisfied with the products and services of Fireplaces Plus. I highly recommend them for anyone needing their expertise. read more

Chris and the team did a great inspection and capped off a dangerous situation - no hassle THANKS Pat C

I have visited Fireplace Plus for years for various essentials, never anything major. They consistently take extra effort to provide outstanding service. I highly recommend them. read more

We were interested in upgrading the facade of our manufactured Marcos Fireplace. We worked with Sandi to determine the best solution for our situation. She provided paint samples and brochures of the various options. In addition she was able to show examples of prior work done. This was very helpful since Fireplaces Plus had worked on similar Marcos fireplaces. When dimensions were in doubt, she sent her expert to measure the existing dimensions. Sandi is meticulous about getting it right the first time. Dimensions and angles need to be well understood in order to arrive at the best solution. Sandi is well versed in the history and limitations of modifying manufactured fire places. As for the show room, its worth the visit. They have a number of selections and accessories. read more

I've used these guys 2 times over the course of the last 6 years and bought the items myself to do my fireplace. They were beyond helpful, courteous and an overall pleasant experience. They took the time to explain things if detail and made me feel like I can call for anything!! read more

This is a very nice place to see what is available and what you may want or need to dress up your fireplace. Jeff took good care of us and has a great demeanor. He is patient and knowledgeable. There was no pressure to buy right this minute. read more

Had two non-working fireplaces that they had installed for the prior owner. They fixed one but didn't have the part they needed on the truck for the second one. When they came back out to install it (10 minute job) they charged another service call. When I questioned it, I spoke to Eli on the phone and I felt he was quite rude. I ended up paying a slightly reduced price for the service call. I'll go elsewhere the next time. read more

We did one fireplace a year ago and are going back to do the next one. Even though they had a new guy who measured wrong, they came in and corrected the problem that we didn't even know existed until a new person came to finish the job the new guy could not make work. Walking in the shop, you don't see a lot of smiles but you get a warm greeting and people who know what they are doing. read more

We had Wayne at Fireplaces Plus come out to condition our 3 gas fireplaces. We called one day and they came the next He did an amazing job and the company is always prompt and Wayne was very polite and answered all my safety questions very thoroughly! (I ask a LOT of questions!) I would definitely recommend this company for any of your fireplace needs! They also made a follow up call to us to check on the job. Thank you, Wayne! read more

I am new to the San Diego area and Fireplaces Plus was recommended to me by a general contractor who uses them for everything. I cannot say enough about how helpful and accommodating they have been. I worked with Sandy and she is awesome. We are remodeling and as usual not everything goes as planned and we had to keep changing our dates of install for the gas appliance which had nothing to do with them. They happily kept changing the schedule for us. Sandy was so knowledgeable and helpful from the very start. She really knows her stuff and sent me off in the right direction for what I needed. There is a difference between a fireplace insert and a gas appliance and she was very good at explaining all of this to me. I really recommend them and in particular Sandy. read more

My husband stopped by here on Christmas Eve. We needed a gasket for our wood burner (the only source of heat in our home). They had just closed and were ready to leave. However the kind people opened the door and let him in. They were just as helpful and polite as if it were normal business hours. Can not Thank you enough !!! We would have had a miserable Christmas !!! Way to go the extra mile for your customers !!! Thank you !!! read more

At first I thought this place was great. My fireplace stopped working so I called Fireplaces Plus. Jeff, one of the sales associates, walked me through finding the model number and manufacturer to see if parts were in stock in order to fix the fireplace. I had to make a special trip to the condo I rent out in order to get the information, so I was thrilled that he was able to walk me through it while I was there. He came back with a rather expensive quote, so I told him I would think about it. I called him the NEXT day and ask him if he would put the quote aside for a month, since it was hot and towards the end of summer. I told him I would use Fireplaces Plus to perform the work needed to fix the fireplace, but wanted to wait ONE month in order for the weather to cool off. He reassured me that he would put the quote "on top of a pile on his desk" so he could easily find it when I was ready. I called him and left a message when I was ready - ONE month later. I never got a call back, so I called and left a message a week later. He called me back that same day. When I told him I was ready to move forward - he has no recollection of me and couldn't find my quote. He also told me that even if he could find it, Fireplaces Plus couldn't do the work because they were too busy. I was really upset. Now I have to take off work again, go take the fireplace apart at my tenants condo and find the model number again and manufactures name ( I was relying on Jeff to keep this information for me so I never wrote it down) and find another fireplace repair shop who may or may not have the parts. Ugh!! The worst customer service of any repair shop I have ever been in contact with. I DO NOT recommend them. read more

After some research on purchasing a new steel framed, powder coated, tempered dual glass door set with built in screen I kept coming back to look at Fireplaces Plus online and I'm glad I chose them to supply, and install, my new fireplace doors. I briefly thought about buying one at Lowe's and installing it myself but I sure am glad I didn't. The quality of the door is VERY GOOD. Everything works smoothly and it is a damn sexy unit! Shawn, the installer, had a couple of challenges but he assured me when he came for the first pre-inspection that he could get it done. Those challenges would have stopped me cold, but since he's so good at what he does for a living, the final result is perfect. I think he had every tool you can imagine in his van. He even washed the entire unit when he was done and recycled my old screen. I would highly recommend this company. Quality fireplace, perfect install, and unbeatable customer service. If I had another fireplace in my house they would be the ONLY call I would make. Prices are on par for the quality as well and don't seem much higher than Lowe's. And did I mention I didn't have to do it myself and get totally frustrated in the process. A+ !! read more

After visiting a couple of local fireplace shops I found Fireplaces Plus online and am sure glad that I did. We were converting our fireplace (gas) to a new burner and glass beads instead of ceramic logs. Jeanie was very helpful and knowledgable. She followed up with phone calls and emails to see if all was right. GREAT BUSINESS. read more

I had a phenomenal experience during my recent interaction with Sandy at Fireplaces Plus. We were in need of a certain color glass for our fire pit, and we needed it within two days--before the Thanksgiving holiday. Sandy worked with extreme urgency to check the warehouse and then place the order (all of the same day I called) which arrived two days later. She was so friendly and customer service oriented, calling back exactly when she said she would with updates on the progress. Sandy has a knack for valuing individuals where you don't feel like just "another customer." Thank you for helping us when we were in such a time-crunch. Our fire pit was ready and perfect just in time for Thanksgiving! Thank you Fireplaces Plus! read more

Up until today I was fairly satisfied with their service. I purchase 2 fireplace log sets in my home during mid summer. Paid a hefty price for both and had F Plus do the install. Went to use the one in the bedroom and first notice the pilot had blown out, took a good while to get it going again and noticed the turn off wheel was pressed against the floor and front of the box making it difficult to turn... my wife couldnt turn it at all. One of the units; unfortunately the one in the bedroom has a really loud and annoying hiss, with just the pilot lit, no fire. I just called and they sales dude had a bit of an attitude that grew worse with my frustration that they were going to charge $90 per hour for a service call for an appliance I never used since they left; Summer time. My mistake for not checking it out more carefully but there mistake for leaving me a pissed off customer who will look to their closest competitor for my next purchase. The owner Janine is nice and sweet, but their salesmen dont seem to understand customer service.. we have a choice, they have competition and their not up to my expectations for sure. read more

We highly recommend Fireplaces Plus for their excellent service. The remote control for a fireplace we purchased from them 9 years ago stopped working (not surprising after 9 years of use). We contacted them to get a replacement, but the replacement did not work properly, perhaps due to interference from radio transmitters near us. Chris did everything possible to solve the problem, which was resolved by switching to a remote with a different frequency. It took some time, trying different remotes and consulting with the manufacturer, to solve the problem. Chris worked really hard to get it done and Fireplaces Plus treated us very fairly. This is one the best experiences I've had with a company in a long time. This is a business you can really trust. read more

I used FirePlaces Plus to fix my natural gas firepit. They did not leave the pit in an acceptable condition. What I wanted was the firepit working the way it used to. I told Jeff, their sales rep, I was not happy and he explained to me how I could fix the problem myself. My firepit used to have a tall flame that radiated heat and could be used for roasting smores. It was great for 30 years until eventually the fire ring rusted out. Fireplaces plus replaced the ring, but the flame does not reach out of the pit and there is no radiated heat. The flame just goes straight down into the pit. $300 did not get me a useable firepit. In the end, I fixed the firepit using the ring Fireplaces plus installed, the advice Jeff gave me and the advice of the salesperson at Home Depot. Now my firepit works great. Fireplaces plus has a specific way they create firepits, which they insist is "the correct way", but this way was not right for my custom, built-in, gas firepit. If you want to let Fireplace plus handle all aspects of your firepit their way, they will do a competent job. read more

Jeff provided excellent customer service, explaining all our options and giving us a full quote on the spot. ! Better pricing than what i could get buying piece meal online! Quick competent installation. Overall 5 star experience. Only area for improvement would be to extend store business hours. I put off my purchase for months just because i couldn't make it to their store by 5:30pm during the week. read more

Just bought a Dimplex Electric Fireplace - "Multi-Fire XD" in a Mantel. We are so happy with our purchase and are enjoying our Fireplace every night! We love it more everyday and yes we can use it in the summertime without the heat - just a beautiful flame that looks real. Honestly you can not tell the difference between this flame and that of a real fireplace flame! We got a good deal at Fireplaces Plus and the owner as well as Eli and Peggy were so nice and helpful. Their team are so knowledgeable about Fireplaces and take their time with you. The two men that delivered our new Fireplace were just GREAT! They installed it in a matter of minutes and waited for us to see it working and happy with it before they left. Thank you again for everything Fireplaces Plus! - You guys are the BEST of the BEST!!! read more

We just purchased a new gas log set and doors from Fireplaces Plus, and were extremely satisfied with the results. At the store, Eli Cendejas spent a lot of time showing us all the door options and gas logs that were available in their very extensive showroom. We scheduled an appointment to have an installer come to our house and show us sample door and glass options. When Chris, the installer, came back later to install the burner, log, embers, reflective glass, heat resistant paint and glass bi-fold doors, he was very careful to protect our new carpet and marble hearth. The results are stunning. We couldn't be more pleased. The next day we received a call from Mr. Cendejas thanking us for our business. It's nice to know that companies that truly believe in customer service still exist. We highly recommend this company. read more

Recently purchased our fireplace from Fireplaces Plus and are thrilled with the results. Jeff was outstanding, easy to work with and answered all of our questions. Chris installed our direct vent fireplace and not only did a professional job but took the time to explain all aspects of its operation and patiently walked us through the process. The entire evolution was easy and came in right on budget. We will definitely purchase our next fireplace from these great folks. read more

EXCELLENT customer service! I stopped by the beautiful showroom on saturday...found my fireplace and had it installed the following Wednesday! The installer was punctual, professional, extremely helpful and efficient. My experience was very pleasant. I will highly recommend this business. read more

I do not recommend doing business with this company. I paid a deposit in July. It is now September and my job still is not done. First they forgot to place my order, which they did not discover until I called to check on the installation. When my custom made fireplace doors finally arrived the custom made nearly $600 door frame did not fit. They measured for the custom door frame before the marble was installed on the fireplace. No other fireplace company can understand why they ordered custom doors for an unfinished fireplace. I was told that it was my problem and my only recourse is to buy another door. So I am tossing the original wrong door because it doesn't fit and can't be made to fit. I certainly will not give them my business and buy the second door from them. I am now starting over with a new company. I cannot challenge the charge on my credit card because more than 60 days elapsed from the date of purchase. I am out the full price. Moral of this story is don't let them measure for doors until all trim is on your fireplace. Despite them saying they do it all the time and there is no problem I can tell you the door I received is completely unusable. If they don't deliver the door within the time you can challenge the charge on your credit card then cancel the order. If it arrives later and something is wrong with it the only option they give you is to buy something else from them. They do not stand behind their service and you will lose money. read more

I called these people to get a price on a refractory pancelfor my fireplace. They told me they only cut them on Fridays and to bring it in Thursday night. I brought in and didn't hear anything back by Friday afternoon. I called and they said "oh we are short handed and someone called in sick not sure if we are going to get to it". Call back later before we close. I called back at approx. 5 pm and man said "they took the tool with them out on a job". I was very upset and he said "well I am upset to". He then told me they aren't normally allowed to do that of Fridays. They didn't get to it till Saturday and then called me. No apologies, no nothing. You would think for a panel 18 x24 at 125.00 plus 50.00 bucks to cut the thing, they could of been a little more apologetic. I would not use this place again. Very over rated and they make you pay in full when you drop off your panel. I couldn't of even canceled if I wanted since they had my money and my old panel. Oh and by the way, it was very cold that week. read more

I did not find some the staff to be very friendly. They act like your stupid when you ask a question. All I can say is it must be a family owned business and they can't fire the snotty sales staff. Well that being said, I asked for an 18 inch burner for fireglass because that is what I was told by the saleslady last year when I measured my fireplace. The salesman told me I needed a 22 inch burner. I bought the 22 inch burner. My husband is now at Home Depot trying to find parts to fit the $145.00 burner. Well, I needed the 18 inch burner. The pipe fittings where extremely hard to get on. We had to use a vice to get them tightened. ( Made in China ). The burner is too large for us to use the gas hose that came with the burner. I live pretty far away from Fireplaces Plus so going there is not an option on Christmas Eve. Well, hopefully my husband can get this thing to work. I'll just have to suffer through my grumpy husband day. Oy vey, this was not a good idea. read more