There are reasons this company has so many one-star ratings. To echo one reviewer above, "BUYER BEWARE: Wish I could give no stars." Called them with an issue with my HotSprings spa. About a year prior, I had similar symptoms and found that a mouse had eaten through the ribbon cable between the control head and the main circuit board. I quickly fixed the problem with a $10, 14 pin replacement cable. I travel a lot and did not have time to troubleshoot it myself this time, so I called Mr Fireplace. When tech arrived, I told him about the previous problem, how I solved it, and asked him to tell me if that was the problem this time. Instead, he changed out the power cable that he said was bad (but he did not show the "bad cable" to me) and then said that I would have to replace the control head and the circuit board with an "upgrade" to the original design (for about $2300, according the Mr Fireplace's estimate later forwarded in an e-mail). Given that the recirculation pump was running before the tech arrived -- as was the case when I had the same symptoms previously -- I doubt seriously that the original cable was bad. Nonetheless, Mr Fireplace invoiced me for over $300. I asked him whether he had seen any evidence of mice chewing on the ribbon cable and he said he hadn't checked, but that he would do so. When I went inside, he left without telling me anything further. I had to leave town again that afternoon. When I returned from my trip, I pulled the control head and immediately found, in plain sight in the control head well, that a mouse had chewed completely through the black corrugated plastic sheathing protecting the ribbon cable and the cable itself. Additionally, the screws to secure the control head, the circuit board cover, and two of the screws securing the external wooden panel covering the internal components of the spa were missing. I called Mr Fireplace MULTIPLE TIMES and asked to speak to the service manager, but he never returned my. I consider Mr Fireplace's business practices unscrupulous and their technical expertise to be incompetent, at best. Do not do business with them! read more

We needing a few accessories for our Hot Spot spa. They had specific parts in store and were very helpful. Happy customer!!

Greg Snavely is the salesman I asked for... (from what my friends had said to use.) THEY WERE RIGHT!!! He was absolutely the nicest person to talk about purchasing a Jaccuzzi Spa. He is knowledgeable and compassionate and knows what "Customer service is all about"... These are therapeutic spas that will help alleviate pain due to neuropathy and aches and pains from medical treatments you might be going thru. It helped me tremendously. The purchasing of my Spa up to the delivery/install went perfect! The warranty here at Mr. Fireplace for Jaccuzzi brand is TOP NOTCH... to those side circus blow out spa sales that come in for a weekend and leave. Greg will explain it all which made me feel much better in what I was buying. Thank you so much! I love my SPA! read more

I purchased a new gas fireplace to replace an existing unit that Mr Fireplace had repaired several times. They had pictures of my fireplace. Well the new unit would not work with glass doors. The problem is they threw away my working old unit before they advised me that the new unit would not work without removing the glass double sided walls. So now my cute kittens jump right through the wall over the flames!! Obviously I am not lighting the unit!!! The first installer they sent created such a disaster, we had to evacuate due to what he stated was a gas leak from a bad install on the part of Amerigas. Mr fireplace's solution was to install screens over both sides of the fireplace to prevent my pets from going through the fireplace. Screens were promised but Never delivered. Worst customer service ever. I should have read the many reviews for this company before I purchased. read more

I needed to replace a wood burning with a gas fireplace. Called Mr. Fireplace. The girl that answered was very smug and said we will only remove the fireplace if you buy one from us. I said I understand that. She said send me pictures of it and we will see if we are interested, so I did. No response.... read more

This business really cares about making customers HAPPY. We couldn't wait til November for a new spa and Dan sold us a lovely floor model and got it installed in TWO DAYS. Totally knowledgeable and professional; a pleasure to work with. read more

I wanted to support a local business but everything has gone wrong. They lost my original order in February delaying my contractor 3 weeks. Then I didn't get a cord with my order so my electrician bailed me out there. I purchased a glass insert which I cannot put on because although I call monthly the product/warranty person cannot locate a remote control for my unit and has yet to return my calls. Avoid this place, you can order online cheaper and avoid the horrible customer service. They are full of excuses. read more

I purchased a very expensive hot tub. Since I am very busy now, I signed for the Gold Package Service in January, 2021. For one year. Consists of Servicing spa once a month to keep it running good. They provided service on 1/26/21. Second service today, 4/2/21. No explanation for delay and certainly no apologies or how are we going to proceed with the package now since the monthly schedule has not been kept. I am lost read more

We had a problem with our spa. Mr. Fireplace sent a technician who said a part was bad and needed to be replaced. The part was not in stock and I was told I would be contacted when the part came in. Didn't hear back. We called twice. First time, they apologized and said they would check and get back to let us know. Still didn't hear. Called again and was told that they thought the part was in stock and they would check and charge for another service call to install the part. Still never got confirmation on the part. I'd caution others on dealing with this company. Paid $99 and got nothing resolved for a 15 minute visit. read more

Purchased a new a/c unit. Finished the job by 6:15pm. By 9:00pm the floor was covered by water leaking from the unit. We purchased the 24-hour protection. Called the emergency number and was told to turn the unit off so it would stop leaking and he would come check on it in the morning. City inspectors came to check the work and it failed inspection. That was 3 weeks ago, still waiting for them to come and fix the problem so the inspector can come back. If it was my business I would be ashamed to have my name associated with it. read more

There were several problems with this vendor. Our purchase was made in March 2019 ( $5000 plus), but we did not receive the complete order until June 5, 2019. They did not provide us complete specifications and install requirements for the vent hood we purchased before we accepted delivery of the product. The components of a $3000 fire table were delivered in three stages because the either sent the wrong accessories or were missing an accessory. Once they received payment from us, the did not make much effort to provide us with good or prompt customer service. Until we started having these service issues with them, we were considering buying more products from them, but we did not and will not ever again. My advice....take your business elsewhere. read more

We purchased a Fireplace here in Jan. 2019. We had a issue with it not lighting and their repairman arrived, replaced batteries, worked a couple days and stopped. I replaced the batteries and it worked a couple times and stopped. Mr. Fireplace came out Jan 24 and he said it was because the gas was turned too low and the outside atmospheric pressure would effect it lighting. (No I am not making this up) It quit working again so I called and talk to "Will" and he suggested it was the battery module. (I suggested that to the repairman on his second visit) He sent me an email days later to ask for an agreement to $220.00 to install the new module. We felt like we should get credit for at least the 2nd visit which resulted in no improvement. He said he couldn't do work for nothing and we had to pay full price. We have another company coming to work on it. If we have to buy a new unit even though the current one in still under warranty (yes, it is), then we would rather do that then ever deal with Mr. Fireplace again. By the way, Will, said it was my interpretation of what was said about the gas line. Well, I am a woman so I probably don't know anything. read more

Waited 4 1/2 months for my fire pit to arrive. The dealer forgot to order a natural gas conversion kit, so waited another 3 weeks. When they came to install the fire pit, it was the wrong model. Called 3 times to try to get an update on my unit and they couldn't tell me where it was or when I might receive it. Very disorganized and poor communication. I have requested a refund. read more

HORRIBLE. Paid a tech $129 to come out for a fireplace refresh estimate. Never heard back from them and followed up twice only for the guy Will to email me that my fireplace was no longer supported and nothing they could do with it. Nothing?!! Never offered to replace the fireplace. I called Flametech and they were super responsive and found parts for me old fireplace to do a facelift on it. These people suck and I would give zero stars if I could. read more

My roof suffered damages from Hurricane Irma. In order to renew my insurance policy I had to get a new roof. I decided to get a Chimney Cap for my Chimney. I called Mr. Fireplace and was told they do not provide free inspections. They charge $159 to come out and measure. I made an appointment and a young man came out to measure, I gave him a check for the call as I was told it would go towards the new cap. In hind site, I wish I had used a credit card but I was told that took longer so I wrote a check. I called them two weeks after not hearing from them and was told they would get back to me. I had to call again and spoke with another man who said they were going to meet with the manager to figure out what cap I needed. After a third call, it has now been two months, I have yet to hear from them. I am a senior in my mid 70's on a tight budget and feel like this company has taken advantage of me. I am out the money I had to pay just for them to send someone out to "measure" and they had other calls in the area so it's not like they made a special trip. I sure could use that money for better things like medication and food. read more

BUYER BEWARE: Wish I could give no stars. Horrible company to deal with. I purchased a Fantasy hot tub 3 years ago for $4700. They put the warranty info. on the bottom of my Invoice. It states 5 year warranty on electrical, equipment, controls, plumbing and cabinet. When the hot tub stops working and needs 3 major parts replaced after only 3 years, they tell me it's the Jacuzzi warranty ON MY FANTASY HOT TUB RECEIPT. No where does it say "Jacuzzi" on the warranty description. Now they say my warranty is only 1 year on Fantasy Hot Tubs. They cover their butts by writing "See written warranty for details" at the end. I went thru the whole folder that I was given at purchase, guess what? It only contains the warranty for the hot tub cover. There is no warranty info. Just a bunch of crap about the air conditioners they sell, which I did not buy. The salesman emails it to me. Fantasy does only offer a 1 year warranty. Shady business to say the least! They won't honor their "mistake" on the receipt, because it is not a "mistake". It's purposeful, a scam and they know what they are doing! read more

I purchased a outdoor fireplace from this business. Shortly after one year the fire place started falling apart. The manager stated he would get with the manufacturer to see what they can do for me. Needless to say, I never received a call back. A month later the fireplace stopped working all together. read more