Generally, I only take the time to write reviews when I'm impressed with a restaurant or the service provided by a store. I was incredibly impressed with their service rep, Greg, who just serviced our four gas fireplaces. He was professional, extremely conscientious about being neat, very thorough, and took the time to explain what he had done to each fireplace and how to operate specific features. I only wish I had the fireplaces serviced sooner. read more

I had a terrible experience with the installation and call in customer service folks. The product is great, but the installer didn't even install the igniter and the on and off switch. He said he had 15 years of experience. I then had to call in 3 separate times and reexplain the situation until they were willing to help me with a fix that would taken an installer no more than 5 minutes. They promised they'd call me back the first two times to schedule a visit and never did. Kind of frustrating when you spend thousands for a quality product. Other than that, it was great. read more

We needed new garage doors, or so we thought. So we contacted 10 garage door replacement companies looking for someone who would come to our home and assess the situation. Of those 10 companies only 3 were willing to do this, the other 7 had the worst customer service I've experienced in a long time and kept trying to sell us doors over the phone. Our contact at Fireside Home Solutions, Cory, was incredibly polite, didn't try to sell us anything over the phone, and quickly set us up with techs to inspect our garage. Turns out we needed way more than just doors. Our existing system was antiquated an in such disrepair that they were amazed the springs hadn't failed and potentially injured us or damaged our home. After taking the time to show and explain how our current system was a death trap and answer all our questions about the new system it was only a short wait for the new doors and openers to be ordered and installed. When the big day arrived I can't believe how quickly and quietly the guys were able to remove and install our new doors! Again the guys took their time to explain the new features an were incredibly polite! We are so happy with the service we received from Fireside Home Solutions but we are also very happy with the pricing! They beat all the other companies for parts, installation, and removal of our old system by greater than 50%!!! My only regret is not having grabbed a bigger handful of business cards! I would happily call Fireside Home Solutions again for any home repair needs they are able to provide!!! read more

I called a month in advance to have Fireside Home Solutions send someone out to my home to check my fireplace. $289 for the visit sounded like a lot but given the peace of mind - I booked the appointment for 2/1. I rescheduled my work day to be home. I never got a confirming call. The morning of 2/1 I called them. The gal who answered seemed shocked that nobody called me about the time they would be at my house on that day. Next she asked me for my address and phone number. Upon giving them, she said - oh, we tried to call you at this number....and rattled off a number I had never heard of....then she told me that they thought I lived in Des Moines and that she would personally call the guy and tell him to come by my house at the end of his day! So I waited.....and waited.... And nobody came. And nobody called. No call the next day to apologize or check in to see how things went. On 2/3 I called and talked with the same lady who was shocked that nobody showed up. Her records indicated that the person stopped by and I didn't answer the door. She said she would talk with a supervisor and call me back to get rescheduled ASAP since we had already been waiting for so long. We are still waiting. On a side note, I see that Barry D has excellent service on the day I was promised excellent service. Good for Barry. Anyone have a referral to a place that will actually care about the customer? read more

Pretty tough to give even one star so my one star will be for the selection. Read the reviews but wanted to check it out for myself since we are presently looking for a fireplace insert. Could have saved us a trip. There were two salesmen sitting at the desk on computers. Neither ever got up to greet us, just a "let me know if you have any questions" comment when we entered then his attention went back to the computer. We were in the store for a while, as were other customers, none of which were provided any customer service. When we left, both salesmen were still at their computers. What a way to run a business! I agree with B.J. I don't think they want to sell their fireplaces and it was undoubtedly a waste of time and our drive. read more

Next time you cancel your service don't let the customer know after the promised time and no way to reschedule with a decent time frame waited 3 weeks for this appointment what a lack of professionalism is a shame you have area exclusivity thinking just in take that stove apart. No way I'm taking another day off to wait if you can do your job and the customer is eager just to pay money in your terms read more

Gotta say worst customer service ever! I walked in, did not get a greeting, started looking at the models for about 10min. Finally I found the sales guy talking to another customer. I waited again another 5 minutes without receiving any greeting again. So I had to ask the sales guy if there was someone who could help me. He said no, I'm the only person here. So I asked how long until he would be available, and he told me I don't know. Was he effing kidding? 15 min to even get an acknowledgement and another who knows how long to get help? Seriously, do not go there save ur time! Or maybe call ahead of time to schedule an appt since they only have 1 employee with horrible customer service skills. Btw if I could give 0 stars I would. Very disappointed, should have checked the previous reviews before going. read more

If I could give this business ZERO stars, I would. The backstory... I have a Montigo gas fireplace. It suddenly stopped working (still under warranty). I opened up the bottom to have a look and saw a battery pack with four batteries next to it. I loaded the batteries in and the fireplace worked again. However, knowing this is only a temporary solution, I called Fireside, the folks who installed it in my brand new home. On October 23, a tech came out to see why the switch wasn't working. He wrote the model and serial #'s on the work order, determined it was an adapter/transformer that went kaput. They'd have to order it and come back. Weeks go by and then I get a phone call from a woman at Fireside needing the serial and model #'s. Little did I realize this info was ALREADY on the work order. Mistakes 1 & 2. WEEKS had gone by and now they need the info?! Info that was on the work order if they had actually LOOKED at it! So...I open up the fireplace and provide the info. More weeks and weeks go by and after several calls getting nowhere it's finally Christmas time. I call AGAIN (at least the 4th or 5th call). I'm told Montigo is closed for the holiday season and after Jan 4th they'll be able to contact them again and get information. At this point I'm furious. It's not information needed. It's the fucking adapter. She leaves an email for them and tells me she'll call me asap when she hears. Once again, no follow up despite promises to do so. It's Thursday, Jan 7th and once again, I have to call to see what's happening because now even the battery pack isn't working despite that I replaced the batteries. I finally get to a supervisor to attempt to sort the mess. Three months later, these clowns are JUST figuring out that it's an adapter that's needed because the tech called it a transformer despite that apparently this is common vernacular to refer to it this way. They have dropped the ball at every turn and apparently their employees don't even know what's needed. The tech did his job but why on earth the gal answering phones is handling ordering parts is a complete mystery because she doesn't know diddly about it. She screwed it up every which way. So 3 MONTHS later, these idiots still haven't handled the problem. I had to get really aggressive on the phone to get to a supervisor and get some movement happening to escalate the problem. Terrible responsiveness, terrible customer service and complete idiots running the show apparently. Save yourself and go elsewhere for service because you won't get it here. I'm calling the Better Business Bureau next. Once these clowns get the adapter and install it, I won't EVER be using them again. read more

Customer Service is terrible. All they are interested in doing is scheduling a $300 service call for a unit that is under warranty. They have disputed the warranty even when the manufacturer has confirmed it. Very sorry that I purchased my fireplace from this company. read more

We visited Rich's (in Tacoma) for their big "After the Fair" sale, and were totally ignored for 25 minutes! Next, we tried Aquaquip. After being told my their sales person that for a certain trim piece, "I could just get a piece of sheet metal and spray paint it black," we finally found Fireside in Kent. We thought we'd found Nirvana! Beautiful showroom in Kent, knowledgeable salesperson, (who we later found out was the president), and the most realistic looking log sets with supposedly "the largest viewing window made in the industry." We put a $2500 down payment on an insert for our living room and another upgraded insert, with a fan and adjustable flame height, for our family room. Both inserts remained with the fronts covered in their original cardboard until the tile work surrounds were finished. At that point, I called Fireside to set up an appointment for the "light up" procedure where the logs and "rock wool" (to make glowing "embers") are put in place and the customer is given instruction on the operation of the insert as well as the remote. This is the point at which I lost all faith and contentment with Fireside! I made many calls to set up this appointment and most weren't even acknowledged for 3 or 4 days usually with some type of excuse: the Holidays, the big storm, etc. I finally was able to schedule someone to come out and get my inserts working and was relieved . . . until he showed up. The service tech. they sent to my home was a nice guy but . . . knew absolutely nothing about either of my inserts! Between the two of us, we had to actually read page by page of the owner's manuals to complete the assemblies! During his visit I noticed the ceramic glass front was broken on the family room insert. The tech. assured me it would be replaced and said it would be fine to switch the front from the other fireplace so we could at least have one working insert. Numerous calls were made to Fireside to follow up on the glass replacement as well as to assure me that a different, knowledgeable technician would come out next time! When the next tech. came out to replace the glass he found that the glass front that had been swapped was now warped and would have to be replaced! After both glass fronts were replaced, I noticed an intermittent inability to control the flame height in our family room. After being given a new remote, the problem persisted. More phone calls! A technician replaced the control module and the problem still persisted. At this point, out of sheer frustration, I called and demanded to talk to someone who would actually listen to my problem. I spoke with Steve Tate (management?) who was the first person who actually seemed to care and promised to do whatever it took to get the flame height working as advertised. Steve came out and replaced, I believe, the regulator and after more than four months since installation, I now have two fireplaces working as they're supposed to! I mentioned that we were required to put a 50% deposit down to order the fireplaces. While we were out of town, my wife was looking at our bank statement and happened to notice that Fireside took the balance owed ($2679.35) out of our account, without notifying us! This resulted in us being charged for insufficient funds! I remarked to Steve that my wife and I thought we deserved some compensation for all the frustration involved in this and told him we were interested in a magnetic front with doors to make our family room fireplace look even more realistic. I asked him if there was anything he could do for us. He responded a few days later willing to sell the front we were interested for 50% off. The front was $759 meaning we'd pay $379.50! Or, he had another, less appealing, front regularly $349, and we'd pay $174.50! I told Steve I'd discuss this with my wife and he assured me that if I had any more problems with my inserts that I had his number. I am very grateful I finally spoke with Steve and that he came to our home and fixed our ongoing problem. And my wife and I are once again pleased with our purchase as we believe Fireside sells an outstanding product. However, considering all the time and frustration I've had with after-the-sale service, the thought of handing over any more money to Fireside, despite their "generous discount," is really unpalatable! We recently had over $100,000 in home improvements done to our home and every bit of it, from tearing down walls to relocating plumbing went without a single problem. Fireside more than made up for it! read more

Asked a question about removing a gas fireplace and putting a new one in. Unbelievably rude!! Answered 'we're not a contractor' again asked about first removing our old fireplace, answered 'do you have another question.' Will never step foot in that store ever again and deal with pathetic nasty people like that. read more

Two times ignored. After they "lost" my information I revisited store. Salesman finally came to house, measured and said he would send a quote that day. That was two weeks ago. Must be doing something other than fireplaces there, cant imagine paying rent there as fireplace store when they don't want to sell anything. Waste of time... read more

Called on last Friday and scheduled a garage door service in afternoon on Monday. I took one day off and just stayed home and waited to get my garage door fixed, and get my car out of the garage. You know what, I heard nothing from them and called them at 3:56pm yesterday. I was told technician called me and no response from my side. I confirmed with them my number. My cell phone was never rang and I had no voice message at all. Then they told me the next available service will be next week!!! My god, I don't understand a business like this can survive. read more

Our 15 year old Montigo fireplace needed some TLC and our furnace company recommended I contacted Fireside. They did not disappoint. The technician alerted us of his eta and came on time. He setup the working area and got the job done in a little over an hour. My fireplace looks brand new again and my newly installed blower works perfectly. He even fixed the on switch that was causing some of the issues I was having. Thank you Fireside home solutions!!! Call you in a year and a half for my next check up read more

We rent a home with one of their fireplaces and in the two years we have lived there we are making our 3rd call for service because it has again stopped working. This time they requested that we take time off of work to be home for a 3pm appt because that is their latest appt and they don't take weekend appts. I work Monday thru Friday 8-5 and work at least 30 minutes from home. I feel that it is very unrealistic and poor customer service to only provide appts from 8-3pm Mon-Fri and not offer anything over the weekend and expect customers to take time off of work because they cannot support customers for more than 6 hours a day. It is still Spring here in Seattle and around 40-50 degrees most days. Cold enough to need to heat my living room. Due to this experience I will search for homes with real fireplaces or at least ones not serviced by Fireside. read more

Just had our fireplace annual maintenance done. Technician (Logan) did a great job and the fireplace looks new now! Excellent service!

Logan came to check out the gas fireplace that wouldn't light. He found that it needed to be cleaned which he completed. He also did the 13 point inspection, spray painted the surround and installed a remote. His professionalism and knowledge was greatly appreciated. read more

My Quadrafire Mt. Vernon E2 (~$5000 installed) was broken upon delivery. That is the subject of a review on Quadrafire (Hearth & Home Technologies). I shouldn't expect that Fireside Home Solutions had any hand in that. But its now been 2 days since the install, and despite the noise I've made about how totally justified I am to expect my stove to be functional, they have only once called me back. I've left too many voicemails to mention. The one time they did call me back, they informed me that they couldn't tell me when the needed part would arrive, but that they would let me know as soon as they could. Well isn't THAT nice of them? I have tried to call them so many times now, that I'm giving up. I feel THEY should take up the mantle of calling ME and making sure I am satisfied, not me having to chase them down. I am on the verge of disputing the deposit put on my credit card, and ripping the stove out myself to sit in the rain! If they had just called me! They could have said "hey, uh, the part is going to take a week to arrive, is that ok?" and I'd have been fine. But no call, no one at all spoke with me, and when I called them, again, today, all I get is their answering machine. Its like no one really works there. Update: My salesman seems to have received all of my irate voice mails (they weren't actually to him) and he called me back. Says the part will be in by Monday, and I'll have my stove fixed by Tuesday. Will update this review to let you know how that goes.... read more

I needed some technical advice about adding a blower fan to a pre-installed gas fireplace. Totally as a courtesy, 2 service techs from the Kent store phoned me back and gave me all the important info plus tips for installation options. They were patient, friendly, and well-informed, and there was no attempt on their part to milk a job out of it. I feel confident they would do good, honest work if I ever needed it. read more

I purchased a wood insert (including installation) from this business in December 2009. The buying experience was ok and the installation was soon enough. However, once installed, I asked the guys to run a test right then. They looked at me like I'm coming from a different planet and they did not do it. Advised me to call customer service later if I discover any problem. Soon enough I used it myself and observed that the unit doesn't receive enough air unless you keep the door open. I called the service department to send someone over. They told me that I should call the sale person to arrange everything. I called the sale person (Wally Ren) which promised me that somebody will be there to take a look. I called numerous time, never got any response back. Conclusion, they will sell it but they will avoid you after that. Customer service sucks. Also, instead of saving money and identify right at installation time if there are any problem, they prefer to let you call their customer service. Maybe just knowing that will not honor anything anyway :). Please avoid. read more

I thought I'd have to spend big bucks to get a new electronic starter system, but they said the problem I described would likely be solved by cleaning/maintenance. They told me that buying a new part at this point would not be wise. They said they'd be out Thursday morning. The service guy called ahead and gave me an estimated time of arrival. He was on time, courteous and helpful and got the cleaning/maintenance done in about 40 minutes. The fireplace works perfectly and he left a clean work space. read more

This is reviewing the Kent location. Two months now and they still haven't fixed my gas fireplace. Came out first time and they said nothing was wrong but 2 days later it didn't work. Came back again and said it was pilot light and had to have it replaced. They had to schedule me out another month because they were so busy, said they accidently cancelled the part but assured me it was reordered, but now we were told this morning that they either forgot to order the part or can't find it! Really? I have called sevearl times this morning and they say they will call me back but so far no one has. Finally I called again and leave a message and they called me back to say they located the missing part and would be out today. The tech shows up and it wasn't the right part!!! And I tried to call this place and while it says the were open till 6 they had their "you have reached us after normal business hours" message at 4:45pm on Weds. So they didn't want to help their customers. So now 2 months later, 3 visits later, we still have no working fireplace and now we have a 4 day holiday weekend. UNBELIEVABLE! I will be looking elsewhere for repairs. As it stands it takes them 3-4 weeks to get you scheduled each time. I cancelled our garage service too as I have no faith in them after these multiple errors and very poor communication. I have wasted far too much valuable time with them and nothing has been fixed. No one from the office even called to apologize! HORRIBLE!!!! read more