My wife and I wanted to thank the entire team at Gagnon! Our experience from the day we walked into your showroom, through the installation of our new fireplace was excellent! Keep up the good work/service! Thanks again! Dan & Janet read more

Great selection great prices good customer service................................ Recommend for sure Gas or elec read more

We had an extremely positive experience with this well-established company recently and I believe they need to know how very pleased we are. When we built our home in 2000 we had them install two fireplaces in our custom built home. We knew we needed a professional to come and look at one of them this fall and called them to schedule an appointment. My husband relayed as much information to them prior to the visit as possible-- serial numbers, etc. When it was discovered an unexpected part was needed to successfully complete the repair, a runner from the shop brought out the necessary piece to successfully complete the job while the technician kept on working in our home. Professional, courteous, efficient and timely service!!!! THANK YOU!!!!! read more

When we converted our fireplace from wood to gas, I told the associate that it was important to me that the fireplace looks as real as possible. He told me my only choice was one that has a little tray that embers are placed in the tray in front(Looks so fake!) It was also important to have a fan, or that we could heat our home in a power outage. Obviously, the fan won't work in a power outage, and we haven't really had problems, except it's almost too much fan for our room. The lighting doesn't always work, and frankly I had more lighting in our previous Heat&Glo unit in another home.But power outages...this is not an easy conversion to use the batter pack, and today it was impossible. No matter what we did, we could not get it to work. We can't get to the motherboard without service, and this place does not provide service to us, although I do know people that say they come every year to service their fireplace. The last time I begged them for service was a couple years ago, and they cleaned the inside glass, and it has been streaked ever since. The remote is constant erroring out, and now it just won't communicate at all with the unit. The battery pack does not work in a power outage.(We changed batteries twice.) We paid $8000 for this unit, and it is so not worth it. The conversion was because I am allergic to trees, and can't be around burning wood. I don't think they care if you get what you want or not. This is nothing like our previous Heat&Glo Fireplace, which I loved, and the company would call me to remind me that service was due. We are pretty much stuck with this unit because we are retired, and not throwing money at a new unit. But please do yourself a favor, and shop somewhere else. I hate giving place bad reviews...I would rather be a happy customer. But the cost, the unit, the difficulty of use, and lack of service. I just can't. read more

Visited Gagnon Clay today with a fireplace remote issue. Tom and Goose (yep, that's what he's called) tried to re-program the remote without success. They concluded the remote needed to be paired to the fireplace control module. They took the front panel off a unit in the showroom and showed me how to access the module and pair it to the remote using a paperclip! It worked. They could have told me I needed a new one and I probably would have bit because after all, I needed it to ignite my fireplace. Instead I learned how fix it myself. Two great guys working for a great company. Rick K. read more

I own a 20-year-old heatilator fireplace. I contacted Scott a few times with questions and issues. Scott was so responsive, knowledgeable, and helpful that I want to recognize him with this review. Thanks Scott read more

Gagnon Clay Products I would like to express my displeasure with your company at this time. I have tried for over a month to communicate with "Goose" about my surround that your company is doing for my fireplace with no prevail. I keep getting someone will call you back. We will talk to the owner of the company and we will get to the bottom of this and get back to you. Hmmmmm..... that was 2 weeks ago with that conversation. My fireplace door for your company to attach the surround has been there since early June. I was told July 5th that it would be a couple weeks before it would be done. I said ok sounds good. I am an understanding person. However no communication when your supposedly a reputable company has no excuse. Since then I have called 6 times no one will call me back. I have been rudely talked to on multiple occasions. The gentleman that is doing the work on my fireplace has gotten a call back but I have not. I have not personally even had the courtesy to hear back from him either. I am a woman yep I am and I am tired of being disrespected. Why is it if a man calls he'll get respect but not me because I'm a WOMAN ?? Hell he doesn't even have to call and your calling him back. I'M paying the bill not the man. I own my home I'm making the final decisions my money is green just like the men who pay you. If you don't want to do the job tell me. I can handle that better than being set to the side, ignored and being treated with disrespect and rudeness. I am not a person who likes to take this route in getting some sort of answers but you have forced me to go this route since you don't have the courtesy to contact me by phone. I am so disappointed, frustrated, and down right fed up. At this time I would not recommend them. read more

My husband and I walked into this store to look for gas fireplace inserts. There's a mask mandate in the state. There were over 20 people in the store with nobody wearing a mask, customer or store personnel. We left immediately. read more

Had a really good experience with Gagnon. They were on schedule and provided excellent installation of my fireplace

So far very poor follow thru. Excuses and delays. Now it'll be next year before they can install and the delay is due to their error. So far this has been a negative experience. read more

THE ABSOLUTE WORST CUSTOMER SERVICE EVER!!! They replaced a valve in the fireplace, now the screen will not close. Chris (repair supervisor) tells me this is normal?? After getting ahold of upper level management the problem was solved and fixed accordingly. My recommendation is that they are a good company where customer satisfaction is important to them. Obviously that standard is not shared by subordinate employees. If you ever have any concerns contact the. Company owner or at the CEO level. There concern's are legit with value in customer satisfaction :) read more

ABSOLUTELY WONDERFUL!!! We did a home remodel and replaced our fireplace and did a stone wall. The customer service in the store and the installers was outstanding!!! They even fixed our lower level fireplace for free! We can not say enough good things about every aspect of our experience with Gagnon! read more