I have dealt with dozens of contractors and retailers both commercially and personally over the…read moreyears so I have seen good and bad. We spoke to 4 or 5 similar retailers in the area for a new propane stove for our home and Friendly Fires was not only competitive in price but surpassed them all in friendly attention during the sales process, patience throughout the planning stage, and friendly courteous installers. Happy to recommend them to anyone. Thanks guys.

We had a fireplace installed by Friendly Fires in Peterborough this past January and the whole…read moreexperience was excellent from start to finish. The salesperson was very attentive and easy to work with. Before the installation, they scheduled an inspection to come out and look at our setup and discuss the specifics of our situation. After the visit, the salesperson called me to walk through a few challenges with the installation and proposed a solution that made a lot of sense. Once everything was sorted out, the installation was scheduled and the crew did a fantastic job. They were professional, neat, and tidy, and the work area was left very clean when they finished. Overall, it was a great experience and the fireplace looks fantastic. I would highly recommend Friendly Fires in Peterborough to anyone considering a fireplace installation.

Outlined below is my experience with Friendly Fires in Peterborough, Ontario, detailing the…read morechallenges faced during the purchase and installation of a propane fireplace. Purchase and Initial Communication * On September 20th we paid a 50% deposit for a propane fireplace, with an initial installation date set for mid-November, pending an on-site inspection. * After the inspection, it was determined that the chosen fireplace model would not accommodate a TV above it due to clearance issues, leading to internal discussions at Friendly Fires about potential exemptions to manufacturer specifications. Time taken by Friendly Fires to make a determination delayed the entire process and caused us to look for alternatives. * We researched alternatives and selected a different fireplace model, which was ordered after further assessment. Manufacturer specifications for alternate model met our requirements to have a TV installed above it. Installation Delays and Responsibilities * The installation date was initially pushed to December 8 due to the model change, but after escalation, it was moved back to November 17. * I was surprised to learn of my responsibilities for framing and electrical work, which had not been communicated earlier, resulting in unnecessary expenses on my part. * Installation challenges arose during venting of the unit, with subcontractors lacking necessary plans, raising safety concerns for me. Follow-Up and Customer Service Issues * We experienced poor communication and inconsistent information from staff, leading to multiple follow-up requests for clarification on outstanding issues. * A telephone meeting with the GM highlighted the need for improved communication practices within the team. * Subsequent installation of porcelain liners was scheduled, but further delays and lack of responses continue to frustrate us. Despite an undertaking to expedite the needed work and provide a date for same remains outstanding as at January 25, 2026 . Conclusions and Recommendations * My review identifies ineffective communication and unclear customer responsibilities as major issues. * Recommendations include providing communication training for staff, clear written guidelines be provided to customers at the time of purchase and establishing standards for follow-up communications to keep customers informed as to status and progress. * More than 70 days have passed since the initial installation, and we do not yet have a working fireplace due to work still to be completed. Nor do we have a scheduled timeline for same. * Having paid the balance owing in full on November 21st we have little leverage to get all work completed.

Tom's has provided excellent and prompt service over the past 4 years that we have owned our house…read morein Peterborough. I highly recommend them!!

Amazing service, We couldn't get our smart home thermostat to turn on the air conditioning. We had…read morehad someone else install it ( big mistake) and had them come back only to tell us that there was something wrong with our air conditioner not the installation. That's when we called Tom's heating and cooling and had Tom himself come in and take a look at it. We were thinking we were in for having to get a buy a new air conditioner. So we were really pleased when he said that all he thought it was is a faulty thermostat and to take it back and get a new one. He was right, got the new one in and the air conditioner turned right on. Tom saved us a lot of time and money I would highly recommend Tom's heating and cooling.