We wanted what we call a hot tub and the industry calls a "spa," did a ton of reading up and browser shopping online, and stopped in to a few brick & mortar retailers. We found what we wanted and were offered a good deal at Innovations, with the kind and knowledgeable help of Breanna, who also took time to orient us to what we'd need to do to maintain the Nordic tub we bought. We handled transport and installation ourselves since we live outside the shop's service area, but the experience overall was pretty ideal for us.. read more

Really disappointing customer service. Submitted a form on their website for inquiry and never heard anything back. After several weeks went in person to the showroom and asked a lot of questions about an electric fireplace insert. Was told it didn't pull much power and you "just plug it in." Then when the unit arrived and we plugged it in and it didn't work we were told we needed a dedicated 15 amp circuit and that "most customers do their research before coming to us." What is the point of shopping local and having salespeople if I have to do all of my own research? Also, they NEVER mentioned that the unit was not refundable. Very expensive mistake - just buy off Amazon or try Barron where at least the customer service is good. read more

Last week I went to their shop and asked if they could remove a wood stove from a home . They refused to do that work stating they were too busy. I found out today they would do that project for one of their former customers in the same time period that I requested. My conclusion is that this company has so much business they are not interested in new customers. read more

Edit to my previous review: Technicians did make it out to fix our leaky stove they installed after office staff they may or may not be able have time to fix. The technicians fixed the leak, and were apologetic and very courteous. I wish the office staff demonstrated the level of customer service as the technicians! read more

I've been working with innovations for years now and have found them to be wonderful to work with. We bought our second hot tub from them 3 years ago and just had to have the latest one repaired today. They sent a great young man who had it fixed in a half hour. We have also purchased 3 wood stoves and a bbq. I wouldn't hesitate ever to work with them. Don read more

Innovations sold me a standing gas fireplace. When a $10 igniter went bad they told me point blank they could not service it because the part was no longer made by Honeywell. This was a lie. Upon further investigation, it turns out these parts are readily available, just from a different distributor than they normally use. (It took me exactly 7 minutes online to find two other distributors who had the part available) When I mentioned this to their highly defensive staff they informed me point blank that the stove in question was no longer on the original warrantee and therefore they had no LEGAL obligation to fix it. (!?) When I suggested legality wasn't the question, it was simply a question of policy. A simple yes or no question if you will...: Do you service and support the products you sell? Their answer was NO, we do not. Never have I heard of a company who tells you that they have no interest in fixing a $2750. stove because they would have to pick up their phone to order a ten dollar part from a different distributor than they normally use. So....any company can install new stoves and hot tubs. If you're looking for a company to back up the product they sell...I highly recommend you keep looking. read more

Absolutely awful experience. Incompetent employees led by an incompetent manager. Misquoted (and by quote I mean a contact was drawn up and signed by innovations and myself...)twice !!! ( this is after having a fireplace "professional" come to our house and take his own measurements) very misleading- initial $900 contract escalated to $2500. Manager dismissive, rude, unapologetic and refused to even acknowledge mistakes. read more

We purchased our spa From innovations almost 4 years ago at the Lynden fair. Within the 6mo we had already had to replace the circuit board which was not a problem since it was still under warranty. December 2018 The spa started running all the time by January not only was it running all the time it had lost some heat. In January we had Innovations come out and replaced the circuit board. I was not at home at the time and they did not leave the old parts. This was around $525.00 The spa did go backup to temperature but was still constantly running about 90% of the day. After almost 6 months of going back-and-forth on the phone they did come out a couple of times. I was told the circuit board was bad. They would replace only if I paid around $110 service call. At this point in time I am in for about $650 my spa still constantly runs. I was basically told by the technician and Innovations it's my problem because I bought a cheap product will components made in China. Believe me this review could be 10 pages long if I told you every little interaction I had with Innovations. I spoke to the owner several times he seems like a genuinely nice man but clueless when it comes to the day-to-day running of his own business. Or maybe he is just very good at passing the buck? Either way I wish to steer people away from this business because it is clear that they do not stand by their products. Even as much as bad mouthing them after they sell them. After replacing the 2nd circuit board I did email Innovations to let them know the spa still was running constantly. I have never received an email or a phone call. I have received no cumminications from Innovations, they have my money they do not care if the spa is fixed or not. I am a perfect example of that because I have a spa that runs 90% of the day. This year if you are visiting the fair please go to a reputable spa company. read more

Be very wary. We bought a hot tub which had a leak within the first season of use, but didn't realize it until after the one year warranty had expired. They refused to flex and stand behind their product, adhering strictly to the letter of the warranty, not the intent. Terrible follow-up service. read more

Purchased a plug n play spa from this place at the NW fair, on the first day of the fair. Looked around at a few options and finally figured out the one I wanted. Was written up and paid for it right there, was promised delivery the following Tuesday. Here it is Tuesday and the tub was delivered as promised, but when they went to put the cover on it, it was too small, the filter was filthy dirty, one of the head rests is broken and held on by a twig, literally a twig, oh and the stairs they brought were not the ones I was promised. They said they would get back to me about the cover and the stairs. I did just get a call, said they delivered the wrong tub, I apparently bought a smaller one, but I know this is the tub I sat in, the one that I wanted, the one I was certain that I had purchased. Let the salesman know that this was the tub I was sure I had purchased, and he said that the tub I have is going to someone else and I can "upgrade" to the bigger size if I want to pay more and wait another month! And he's upset about the fact that I'm not happy about not getting the right stairs! I only wanted what I was sure I was purchasing, this was not my mistake, I did not purchase sight unseen, I was there, touched it, was very excited about it, but now their mistake is my loss, not happy about this experience what so ever! Wasn't offered any kind of compensation or anything, just an irritated person on the other end of the phone, which I'm the only one who should be irritated at this point, not getting the product I bought! For the delivery crew, I do give them 5 stars, very courteous and were sympathetic to the situation, which they of course, have no control over. The last thing, the tub came very dirty, dirt, sand, and leaves, wasn't cleaned prior to delivery! If you decide to purchase from here, be very certain you get the product that you think your buying! Very bummed out about how this has played out, especially since this is not a cheap purchase! Will not do business here ever again!! read more

I don't think anyone who works for this company has a clue what they're doing. Shockingly unprofessional, under trained, and had to come back multiple times to fix an issue that probably could've been fixed in a day had it been done right the first time. Please do yourself a favor and try literally anywhere else first before contacting these fools. read more

We had a gas fireplace installed by innovations at our new house in July during house construction. We moved in the house in September. In November, we were ready and excited to use the fireplace insert, but cannot use it at all. Evidently it will take 48 (continuous) hours of an awful fume odor to cure. This was not something mentioned to us during or after installation. No follow up, no instruction by the company or installer. On page 8 of the manual, it does mention this, but no detail. A call to the company suggested we remove all of our smoke alarms and leave the house completely open for 48 hours. Ummm, Really? read more

Extremely rude service. I called in to see if the glass for my wood burning fireplace had come in and the woman from Innovations lectured me about how she's not the driver of the delivery truck, then refused to give me her name or transfer me to a manager upon request and hung up the phone in my face. I went to Innovations instead of buying online to support a local business but their service is some of the worst I have ever encountered. Shameful. read more

We used Innovations to service our pellet stove. The employee who came out did an amazing and thorough job. No mess was left behind and our stove works better than ever. We are definitely using their services again. read more

Wow! We used Innovations as a service provider to clean our pellet stove in-home. The employee who came out was exceptional! He arrived on time and was super friendly. It felt like having a family member come over to help out. The work was done thoughtfully, honestly, and with care and they were respectful to my home (no mess left behind). Overall, the stove is working much better than it was before they came. Considering the level of expertise, I think the pricing is fair. Highly recommended. read more

This company did an outstanding job. My Kingsman fireplace was on the fritz and I contacted some repair places in Bellingham to get it fixed. Out of all of them, Innovations was the fastest to respond, the quickest to schedule an appointment and the cheapest to get the job done. It was fantastic, Stephenie diagnosed the likeliest problem over the phone and gave me a quote ($10 cheaper than the other guys) and scheduled an appointment in less than a week, (during Christmas week). It was fantastic. Not only did the repairman show up on time, he showed up early and they even called me to make sure that was okay. Zack showed up and got to work right away and in less than an hour he had me up and running again, even better than I had ever seen my fireplace run. He even fixed issues I didn't know had and he didn't charge me anything extra. I would recommend this company for any fireplace repair it you want fast, friendly, professional service. read more

Great products.friendly family owned business open sundays....best barbecuesin town...

I bought a wood burning stove for my new mountain cabin from Innovations and was not satisfied with the service or professionalism of the organization. They carry a nice brand of wood stove; so, the product was good, but the process after my deposit was abysmal. After the initial visit from the installation crew, my contractor called me to express how uncomfortable he was with the job they did. The used a really poor method for flashing the chimney pipe, and my contractor and other experts I consulted told me it would fail within two years and cause water damage to my new home. After a lot of haggling with Innovations, I eventually got them to agree to refund my installation costs and I paid my contractor to correct the job which involved replacing several panels of roofing and properly flashing the chimney with a silicone boot. With this challenge behind me, I figured everything would go smoothly after, but I was in for additional surprises. When it was time to install the actual store and internal portion of the chimney, the installers told me they wouldn't be able to drill through my hearth to install the required cold air intake. They wanted me to hire another professional to do that. This was after my contractor has explicitly asked them if they'd like to have him cut the hole before the hearth was installed. Round and round we went on this issue as well, and the crew eventually agreed to handle the hearth drilling. I will never do business with the company again, and I certainly wouldn't recommend it to friends. If you need a wood stove in the Bellingham area, look elsewhere. read more

Update: The owner of the company came out to my house, brought me up to speed in all the features. I use my hot tub most every day and am 100% satisfied with it. The owner, Jerry, told me that he was sorry that I did not get the proper introduction to the product and ensured me that it would be part of their standard operating procedure to ask a customer "Do you want a walkthrough on your product?" Evidently, a lot of customers are buying their 2nd or 3rd tub and do not require hand holding because it is all computer panel controlled I couldn't even find the on / off switch. I could recommend this business without reservation. read more

Outstanding. We had a spa repair call with these folks after repeated tries with another provider. They easily identified and fixed the problem using reasonable diagnostic tools. They were on time, professional, and may have saved us a boatload of money. read more

We have purchased several products from Innovations. Jerry and Ryan are so easy to work with. Their prices can't be beat! They install on the San Juan Islands. The installers are professional, punctual and quick. I highly recommend you go to Innovations first! read more

We had the unfortunate experience of trying to work with Innovations to replace our gas fireplace after the glass on our previous one had shattered. The first employee who assisted us came out to our house, measured everything and drew up an estimate for the work. When the installers came, it became apparent that it wouldn't be possible to do the install as had been proposed. Looking at significant work to our house with a baby on the way, we decided to hold off but we're presented with three options of how to move forward. Once things had settled down for use, we decided to revisit the issue with one of the options presented to us so we went into Innovations. They were unable to locate the previous contract but we had the emails from when it was initially offered so based on that a new contract was drafted. Our fireplace was to be installed for approximately $900. A couple days later we received a call indicating a mistake had been made and the actual cost would be roughly $2500. Given the discrepancy, I ended up speaking at that point to Jerry, the owner. He was completely unhelpful, took zero accountability for the complete lack of competence shown by his employees and offered nothing other than to say what they couldn't do for us. I completely understand that errors can happen but it's how they are responded to that matters. The total indifference of Jerry for a disastrous experience his company provided to my family made it clear I wanted to do no further business with them. read more

I have had the very unfortunate experience of dealing with Innovations, not once but 4 times. I purchased a "Fireplace Extraordinaire" for my house as well as 3 gas stoves for 3 different rental properties. Had I know then what I know now, I would NEVER have given them any business. Not one, but every gas stove (3 years old) has had problems and has needed multiple parts to replace. Each time I have gone in to ask they are rude and act as if I should expect to replace parts after 3 years-some costing upwards of $100.00. If I was unable to do the work myself, I would expect to pay several hundred dollars to repair-it is $90 just to have them take a look-$15 trip charge and $75 for the first hour-minimum. The wood fireplace I purchased for my house is adequate, but not what was promised-it has a very small area to place the wood, so it is difficult to load to a capacity that will create enough BTU's to actually heat. Also, the salesperson claimed it would heat 3000 square feet, the approx size I needed to heat-not even close, it will barely heat 1000 sq feet by the end of the day, with several loads of wood. If it is windy outside it is virtually impossible to light a fire- and if you don't have a fire going, cold air pours from the fireplace vents with no way of closing, I end up using scotch tape to seal it- which looks really great. Please, save yourself the pain and go somewhere else! read more

Great company! We bought a fireplace from them. They are so helpful and prices reasonable. They came out to do an estimate and were even early and called ahead of time. I would highly recommend this company. It was such a wonderful experience. read more

They installed a fireplace in our house about 4 years ago and it has been noting but trouble!!! Just badly installed. They've been out at least twice. The first time to reseal the glass but it never stopped the leaking . Fast forward 3 years same problem and it took them 2 weeks to even come out and look at it , another two weeks to order parts for it. Now we wait almost a month for our appointment for them to come back out and fix it! ALMOST TWO MONTHS WITHOUT A FIREPLACE!! I would find another place to get your fireplaces and other things. There is so much better out there!! read more

I hired this company to teach my daughter how to set up and run the hot tub in her new home. Since she did not take initiative and ASK QUESTIONS of the technician who came out, he fixed the pump and left. When I went to test the tub (my daughter couldn't figure out how to use the test kit), I found the tub off and stone cold! When I called Innovations to complain that they didn't do a very good job of TEACHING how to use the tub, I was told there would be an additional fee for someone to come out and show us how to turn the hot tub on again. If there is another fee for doing what was not done the first time, I think I'd rather try my luck elsewhere! read more