The absolute worst customer service. They will try and up charge you after your purchase. They don't follow up.

at least the fireplace works. Out of level, sloppy drywall job because they weren't doing the finish work they didn't care. Cracked the drywall on the opposite side of the wall they were working on. Not very responsive and definitely not willing to cut back on the price so be ready to add another roughly $1000 to fix what they mess up because they want to charge you to come back out and fix it. read more

I am not the customer, however, I am a family member who stood and watched and heard the conversations, etc. My family member, the CUSTOMER SERVICE was completely the opposite of their stated promises. PLEASE, PLEASE, BE. A. W. A. R. E. ........ I HIGHLY recommend that you TURN AROUND AND RUN out of this business. BUYER BEWARE! PS: I wish I could give them a minus 5 stars! read more

They have the best deals in town in n fireplaces..we received a price that allowed us to replace our fireplace instead of an insert .I recommend that you visit on a week day.. they'll have more time to talk about the different options .A little mixup on what I needed to order..that took care of everything.Great staff helpful..love love my Heatilater.Remote control..I turn it on on the morning and the moment I get home. read more

See all

Some of the worst service I have ever received. Zero service after the installation, definitely do some research before hiring this company. Mountain West Sales installed a new wood burning fireplace to an addition that was added to our home. Will using the fireplace, the house would fill up with smoke. The inside face of the mantle was jet black and the outside face of the fireplace was even worse. We had incomplete burns and the unit simply would not function correctly. The product installed by Mountain West Sales was installed incorrectly and functioned unlike any other fireplace I have ever owned. The smoke would not draft up, rather, just fill the firebox prior to filling the room with smoke. Over the course of two years, this company sent out a variety of people to assess the situation, including the owner and the "out of town expert". Their diagnosis included poor wood quality and an imbalance in the HVAC system in our house. We have had the failures happen with three different loads and types of firewood, some of which had been dried for 5 plus years. Additionally, the problems would occur even when the HVAC system was turned off. Mountain West Sales took zero responsibility for their product failing to work correctly and simply placed the blame on everything else except their installation. We even duplicated the failure while the owner and expert were inside our house. I can say this with 100% confidence now that I have had the fireplace professionally repaired by a small local company. Without giving the details, the fireplace was repaired by someone who quickly saw the installation failure and remedied it for a modest price. Based on my experience with Mountain West Sales, I would suggest finding a different company to handle your fireplace installation and repairs. read more

absolutely the worst service i have ever encountered. does not answer email inquiries. phone contact did not help. drove 40 miles for face to face and finally got a tech to come to my home. told to wait for unit I wanted and I did but no follow up. total wasted time with Mountain West 4 months and no results!! read more

I don't usually write reviews, but wanted to warn folks. This company is a piece of work! Wow, appointments not kept or cancelled. Thermostat not working right. But today, the final straw.. the owner, John, came up to fix the thermostat (which he installed incorrectly). He started saying what we should do with this family member here (in the home they installed the heating system in). "She should be in a nursing home, not here", says John. She is fine where she is, and we have this handled with family and other caretakers coming in. But since the owner of this company is NOT family, and has no idea what's going on, I ask you, what right does he have to say anything at all?! Not only that- he said it RIGHT IN FRONT OF HER! She heard him, and was appalled too. Unbelievable! Shoddy service and work, rude and callous employees- maybe they "caught that" attitude from the owner! read more

We were treated so rude. They treated as rude in person we were treated rude on the telephone. We were told one price by one person and other price by another person for the same thing yet the same item was on sale. Could not get a lockdown on the price. Decided to go somewhere else. I honestly did not know how this place stays in business read more

Went by to look at pellet stoves. Walked in and were ignored. More people walked in after and were greeted and helped. We can spend our money elsewhere, you should too. read more

Guess what! Yep had to call these guys out for service once again. 10 year old insert, wear and tear...you know the drill. Once again, they did not disappoint. Had the problem diagnosed and fixed! read more

In 2017 needed of a new chimney cap quickly and I purchased a square 13.5x13.5 chimney cap for my 11x11 ceramic chimney. At the time I thought $80 was alot of money for something I had bought 20 years earlier for $35. NOW a year later the wind blew the top lip off the wire mesh it was welded to....When I phone Mountain West Sales their response was sorry no warrenty! Close inspection showed me each side was welded to the wire mesh in only 4 spots. So I had a friend weld it back together...When I went to the internet I found Ace Hardware sold the same chimney cap for $36, Home Depot sold the same cap for $43. I was in a hurry and should have compared pricing BUT for what they charged me they should have exchanged the year old for a new one and returned it to the manufacturer for credit...........Mountain West Sales is high priced! read more

I have used Mountain West Sales for every home I have built in the last 4 years! Always professional and they are willing to work through the unique needs that my clients sometimes request - making every fireplace special. The only place in Albuquerque to buy and install a fireplace. John Mark Jones Owner of John Mark Custom Homes read more

Mountain West replaced our aging pellet stove 18 years ago when we moved to the East Mountains. Since then, we have had to have two service calls. Both times, the repairperson presented on-time, quickly and correctly diagnosed the problem, went out to the truck to get the right part and a vacuum, fixed the stove, and left the area spotless. Prices were lower than I expected even with the standard service call charge. We also bought a Fireplace Insert about 7 years ago from Mountain West. The original fireplace was built in 1979 and did not meet current building codes. (I'm not sure if it ever met codes - the house was built by a contractor for himself and he seems to have used whatever left over materials he had from other jobs, resulting in a very pretty finish but some odd things underneath.) Mountain West looked at the original set up, told my husband what would need to be done by us before they could safely install an insert, and then installed exactly as promised. The insert has needed no repairs (we do have both systems cleaned annually by a professional chimney sweep), and it can heat our entire 2,900 sq foot house on very cold nights. I recommend Mountain West to my friends and neighbors without reservation. read more

Bad experience from top to bottom. Will avoid like the plague in the future. I dealt with them honestly and with naive trust. We needed a stove because the new house we bought is freezing (radiant heating is not efficient). Check your invoice here BEFORE YOU WALK OUT, BEFORE PAYING! And PLEASE note that after you buy the stove that you still have another $1400+ dollars for installation and parts. SO DON'T BE TALKED INTO BUYING AN OVER-SIZED, MORE EXPENSIVE PURCHASE THAT YOU DON'T NEED because you'll blow your budget with the installation and parts charges that they don't tell newbies about until after they're done. Our written quote from them was $3649.99 (stove price + $700 install quoted). Actual invoiced amount ended up being $5013.40! That's $1363.41 more than we expected and budgeted! Summary about our personal experience with the business: 1. Just went over the invoice (after the fact, like a fool) and am so disappointed in this business and its practices. Fluff PADDING that we will contest now with the credit card company. Just be straight with people!. For example, charging us $63 for black matte upgrade? Come on!!! (I called Quadrafire, the manufacturer DIRECTLY. They said black matte hinge pins and handle are NOT an upgrade. They are stock. He was adamant about that.) It's called padding. Then this retailer charged us another $70 shipping (can you believe that!) for an over-priced hearth pad (I found out it's over-priced by comparing on the internet). Come on! 2. They conveniently neglected to tell us there would be another $750 charges for parts for installation of the stove IN ADDITION to the installer's fee of $700. We would have ordered a lower-priced stove to stay within our budget if they would have informed us naive folks about the details (I mean, how often does the average person buy a wood burning stove in his lifetime?) While buying the stove, I asked the salesperson directly and clearly "So, this is everything that we need to have the installer put the stove in, right?" She (Mary), said, "Yeah, all he has to do is pick it up after you schedule it with him." I agree that the $700 install fee is fair, but another $750 for parts that I could have bought myself for $300 less!? (Contractor marks up the prices for the parts meaning more charges.) Turns out contractor, per Mtn. States phone rep, is a family friend with Mtn. West owners). The contractor also told me the reason that they have so may problems there is that one salesperson is in jail (he didn't know why) and they have had lots of problems with staffing in this type of business where business rushes in during one season. I know life has problems and I know business too, but just be straight up with customers and precise. The customers are the ones who KEEP the owner and his staff employed. 3. Firm does not seem to care about customers time and takes it for granted that their money comes from customers. Put people on the sales floor! This is the busy season. Salesperson was short with us and not friendly. No details given on the specs of the stove. It was just the "here it is routine". Stoves are s technical product. How about some training. What the heck! This should have been the first clue for us to bail and go elsewhere. 4. Firm does not give full attention to details of the process and left the contractor with a wrong number for us (our correct number WAS on the invoice) and without the hearth pad ($620) that we paid for. That meant we had to be here for a 2nd day so he could finish the install. Small details neglected by Mtn. West's cavalierness can lead to huge problems and time-wasting iterations for the customer, installer, and their own staff later. Why babysit businesses that you buy high ticket items from? 5. Website advertised rebates/tax incentives. Turns out there are none unlike those implied about EPA stoves, online. I told the salesperson about online discounts and she pretended not to know anything about them. Finally, she agreed to give us the $100 manufacturers coupon. But she never volunteered it. If I hadn't checked the internet I would not have known about it. 6. Just spoke with the owner and he gave the me the standard, "We've been in business for years and never had any complaints." Basically, he implied we were stupid for not asking all the right questions and for not checking our invoice BEFORE we paid. He said the extra charges are justified in his mind and he disputed what the Quadrafire manufacturer told me firsthand (that black is NOT an upgrade like we were charged). Talk about outright audacity. HE DIDN'T EVEN HAVE THE DECENCY TO THANK US FOR OUR BUSINESS. Well, the beauty of Yelp is now we can help other "naive" customers make informed purchases based on others' actual experiences with those who would take our money. ALWAYS USE A CREDIT CARD SO THAT YOU CAN CONTEST FRIVOLOUS CHARGES AND QUESTIONABLE CHARGES LIKE WE ARE GOING TO. QUESTION EVERY ITEM ON AN INVOICE. read more

I took pellet stove in over the summer for repairs, It was loud, the sensor and igniter were shot. Mark from MWS called and we discussed options and I didn't feel like he was trying to over sell me. After running the stove this fall I am extremely pleased, it is running better than the day it was installed. Thanks Mark and MWS. read more

I tried to take back some stove pipes, they didn't want to take them back because they had a few scratches. They got scratched mostly because they just put them in a box without any packing material. These pipes always get scratched during install, that's why they sell you a can of black paint. They finally took them back and charged me 20% restocking. This is after spending $5000 with them. I'm not going back! read more