The worst attitude, act annoyed to answer questions and not interested in helping find solutions! The worst attitude, act annoyed to answer questions and not interested in helping find solutions! read more

I bought a large wood-burning stove from Nashville Fireplace. They installed it incorrectly; the manufacturer told me if I used it, it would be a fire hazard. Nashville Fireplace said it was fine the way it was and that the manufacturer was wrong. After six months and many calls/emails, they finally came out to move the stove. When they did, the installers accidentally put two holes in my ceiling. They told me they'd have them fixed. They didn't. It took me nearly two years to get them to send someone out. (And the whole time, the service manager was rude about it.) When they finally did come out to fix the holes, they didn't match the paint properly, and when I told them they needed to put my ceiling back the way they found it, they told me it was my fault, and they wouldn't do anything more. The owner said he didn't want to spend any more money. Well, I will never spend another dime at Nashville Fireplace. Terrible attitude. Terrible service. Shoddy work. AVOID AT ALL COSTS. read more

The technicians were on time and did a phenomenal job fixing my gas fireplace so it can be used. I have had several check it out when we first moved in, and it never worked for long. Give these guys a try. You won't be sorry! read more

Not a fun experience. Terrible to work with. They put in a fireplace and added to gas line but did not get a permit. Was unable to obtain one because per their sales rep "they are not licensed contractor". They were suppose to be working with their insurance company for a bond and after nearly 2 weeks still don't know what to do. I called the city to verify all of this and they haven't heard from them yet. They also charged us $500 for work that had to be done in the attic. Per sales rep it was "too hot" and his men were "sweating too much" so we had to have somebody do it. And we had to pay them and they never reimbursed us back. Stay away! read more

Have called them twice since February. I had to leave a message the first time (No Biggie) and they called back a few days later, saying they were 2-3 months out. Fine, no problem, please put me on the schedule. No call, no show. Whatever.. I call again, a few months back, and they say, rare booked until August. But I'll call if we get an opening sooner. OK, please do, either way, I'll see you in early August. Yet again... Another no call, no show. Don't waste your time. read more

Nashville Fireplace did scheduled service on time and in one day! Chimney needed some work and Nashville Fireplace came through. Thank you!

Not sure I'd recommend Nashville Fireplace... We ordered a new fireplace insert (logs, burner, remote) about a week before Thanksgiving. Finally received it and it was installed about one month later (the week before Christmas). Our salesperson was uncommunicative during our wait, and sounded entirely disinterested when my husband called for information or updates. Once it was installed, our fireplace worked great...for one week. It suddenly stopped working on Christmas Eve, and I've been trying for the past week to get someone out to fix it. After I finally tracked down our installer on my own, he came out and took a look, and discovered we need a new burner (so I guess we got a lemon??). It's New Year's Day now, and I'm still not sure when the necessary fix will happen. So at this point, having paid a couple thousand dollars for a fireplace that won't light, I can't say we're very satisfied. read more

Nashville Fireplace - Our new fireplace....which won't light. - Fireplace Services Near Me - Franklin, Tennessee

We recently purchased our second fireplace from them. Had issues with our first one and Aaron promptly sent out his service team to make sure everything worked properly and safely. We are so impressed with Matt, Chandler, Ben, Alex and of course Aaron. 5 Stars!! read more

3 years ago I ordered my logs and remote starts for 3 units. They made me pay in full. It took numerous follow ups and demanding an appointment to get it installed 7 months later. 1 unit has never worked correctly. In March of 2022 I called and they said they'd call back. I had to follow up. I was finally put on a wait list for service. The "tech" came. Told me what I knew, the unit was bad. No warranty bc it had expired while I waited. He gave me his direct number told me to call him personally. Trash talked the company - I did agree with him, point being it's unprofessional. They called me to let me know they could order it - 6/8 weeks then 3/4 weeks on install. So I'm March of 2023, it might be working. I told them it's never worked so why start now. I would eat glass before I did business with this company. read more

Literally the worst customer service I've ever seen. Combative employees, sketchy dealing, and they had to redo the fireplace 3 different times. Would never recommend. Like other reviews said, it starts at the top with the owner. He's clearly not in communication with his absolutely terrible employees, and doesn't care to provide good customer service. read more

Ok! What a great experience we had with Nashville Fireplace. We called for service on our Lennox Superior Gas Fireplace that mysteriously stopped working. I placed a call to that business and and Garret responded! He was friendly, and professional. Arrived at our home when he stated he would and made quick work of a repair and cleaning. He was courteous and careful with our home and in no time had our little fireplace working like a charm! Just wonderful! Call them and ask for Garret! read more

Not going to beg them to sell the items I want after I already did ALL the research on specifications myself with zero help from the sales person. It's been overly difficult to get a sales person to help in the store or to take the calls or even return calls. Heck, the very responsive manufacturer will sell things directly to the consumers and I don't have to pay sales tax that way so why on earth would I call over and over again only to have the sales people refuse to talk about sales. What on earth is wrong with these employees? Wrong economy - wrong read on this customer - bad business strategy. read more

They were quick to respond and very flexible to schedule. They resolved the problem quickly - a pilot that wasn't staying lit - and very professionally, without telling me that I needed a whole new fireplace. They also serviced the fireplace (cleaning, etc) and event put in new 'logs' as part of the service. Great service and good quality work. read more

Ken Fargasson, the owner of this company is the problem. He is apathetic to his customers. It doesn't matter if you are a contractor or a homeowner. He and his company will offer next to no customer service to anyone. Ken, Aaron, and Derek have consistently lied about install dates. They have repeatedly no call, no showed. They upsold a unit, and then installed a lesser expensive unit and tried to pass it off as the correct one. They are crooks, liars, and swindlers. They will cost a customer time and money and then refuse to reimburse them or do anything to make it right. Do yourself a favor and do not hire this company. If it were possible, I would see this company shuttered and closed for business, for the good of everyone else. read more

This company has one of the rudest receptionists I've ever spoken to. When I tried to explain my problem, she quickly interrupted me mid-sentence and told me they wouldn't have anything until end or March. I know it must be a busy time, but she didn't have to make me feel like trash. I ended up hiring a friendlier company that was able to get the job done sooner anyway. Be nicer to the people that call your company for possible business! read more

Nashville Fireplace has the best showroom in the market. Sales team has great knowledge of fireplaces and show excited about working with the sales team to make sure right fireplace is selected. read more

Do NOT buy here! I came in, money in hand. Knew exactly what I wanted and could not get anyone to help me at all. I wasn't acknowledged and the receptionist at the front was extremely rude. One person on the phone couldn't be bothered. Go elsewhere. read more

Absolutely the worst customer service I have ever experienced in my 54 years of living. I would rather chisel a set of fire logs out of granite myself than deal with these people. You would think that after spending a few thousand they would be interested in cultivating a good customer. They are all either retarded or just don't care. I cannot believe they stay in business. I would not refer them to my worst enemy. No call backs after saying they would, not even on their schedule after having made an appointment, never call you when your items come in. I could go on but I won't. They are absolutely aweful, stay clear. I wish I could give a negative star. Anyone who gives them more than one star is likely a family member. read more

Purchased a $3k insert and burner, quit working 3 weeks after install. Called for service and after three calls received word they are 7 to 8 weeks out for service. Would not schedule a visit saying they "would call" when they have an opening. Beware of these people......Purchase your logs elsewhere. read more

Can I give them no stars? OMG! I have waited 7 weeks for service then the service tech shows up and doesn't have the needed part even though they knew what the issue is. Now I'm trying to get them back out with the part. Voicemail box is full or they simply don't return calls. They say that they returned the calls (6 from me to them), but they don't. They're just lying to cover their incompetence and lack of caring. One of two things needs to happen, 1) they close shop or 2) someone who cares for the business and their customers buys the place. read more

Just a heads up...they happen to be busy, at least for now they are... That may not be the case for long if any other reputable company comes in. The man informed me they won't service anything that THEY DID NOT SELL. read more

I visited their show room on June 21 and spoke with Barry Inman. He took my information and said he would come by my home to take measurements to create a estimate for what we wanted. After that meeting but Barry sent me a few links to some options which I responded with the choices we liked. We didn't hear anything from Barry for a few weeks then after reaching out to follow up The response I received was various promises and commitments that were never fulfilled. The last straw was after Barry finally said he could come out to take more measurements he canceled on me 15 minutes prior to the scheduled time after I cleared out my schedule. On 5 different occasions he said he would do something and didn't. I think Barry is a good person and his intentions were to do the right thing. I just think he (they) are stretched too thin and can't provide a service their customers are looking for. Unfortunately it's now September and starting over with a different company. read more

We visited here to get information on a direct vent gas insert. Spoke with a super nice sales guy. We left information and measurements with him and he said he'd follow up to schedule a time to measure our fireplace. Never heard from him so I called a few weeks later and left a message with receptionist. Never heard anything. A few more weeks I tried again and he happened to be there and took my call. Apologized and said it's really busy and he has multiple jobs going on. Said he'd visit the following Monday to measure and would call that morning to confirm time. I didn't hear anything from him. I'd love to give them our business but at this point I feel like I'm begging. read more

i had a problem trying to relight my pilot light. i went and the receptionist who was polite and introduced me to ken and aaron. they printed a diagram for my gas burner and explained how i could do it myself. after a very little work on my end i figured it out and all is well. amazing that they never tried to sell me a repair visit which i expected. i had an appointment with another company 4 weeks out and 250 plus tax plus parts if any which i had cancelled. great place and great people. highest recommendation possible read more

Great place to go for a grill or fireplace needs or wants: My husband and I are a repeat customer at Nashville Fireplace: First I would like to say I absolutely love that they are a locally owned small business, and we would rather do business with a company like this instead of a big chain. We were taking care of quickly and receive our grill in the timeframe we were told, but honestly if it had taken longer we still would of made our purchase here. They are simply great to do business with and we were very please working with Zack Raines, who is very knowledgeable about all their products. Zack listened to our needs/wants and help us establish which product was best. Zack assembled and delivered our grill and guided us through all our grill can do. We love our grill and would definitely be a return customer as well as recommend them to all our family and friends. Thank you Zack and Nashville Fireplace! read more

I brought in my gas fireplace that wasn't working. Zach was able to troubleshoot the unit and got it working in no time. Most companies would charge $130ish for this quick repair but NFG didn't charge anything. I highly recommend NFG and will be calling them for future services. read more

Customer service is beyond top notch. Zach made sure I got the things I needed to get it done in time. Walked in knowing nothing of what I wanted/needed to purchase as a Christmas gift and Zach went above and beyond to help me, never once trying to oversell or convince me to get something more expensive than what I needed. Every question asked was answered without him ever having to go look it up or ask someone else. This guys knows his stuff. read more

I had such a great experience. They were helpful and gave me great advice on how to put fire rocks into my fireplace without blowing up or burning down my house. I did not even buy all of the items from them but their expertise is what will continue to bring me back. read more

The different options offered for direct vent fireplaces is good. However the installation was a disaster! It took almost 6 months of mistakes, delays, details forgotten and excuses to get my fireplace installed and operating. Do not get your fireplace from this company!! read more

I ordered a Napoleon Grill from Nashville Fireplace. First, the Napoleon Grill is a far superior product than Weber. Second, dealing with Nashville Fireplace was horrible. Over commit and under deliver is how they do business from owner to receptionist. Consider the Napoleon Grill not Nashville Fireplace. read more

I have never had such a hard time TRYING TO BE A CUSTOMER in all my life. Extremely unresponsive when trying to get pricing and pull the trigger on purchasing. Ready to buy but nobody interested in responding in order to give them money and schedule installation. After looking at the reviews, I probably dodged a bullet. read more

We were ready to spend over $8,000 on a remodel from a vent-free to a direct vent when Zach told us we had to pay the entire amount upfront, which we were not comfortable doing. We were ready to pay 50% cash up front and the rest upon completion of the job. He told us the owner would contact us regarding this and we never heard from anyone. Needless to say, we did not move forward with them... read more

I appreciate Ken's help. Thank you and best wishes

This is to offer a strong recommendation for this company to correct a sooting problem with a gas fireplace. The service tech (Garrett) corrected the problems that were likely the result of a poor original installation. He was very efficient, knowledgable and professional. In addition to fixing the problems, he cleaned-up the horrible, carbonaceous material that covered every surface in the fireplace. This company is definitely the source for correcting gas fireplace problems. read more