We had a wonderful experience with Ponderosa Hearth & Home and highly recommend them! They had so many gas insert options to choose from, which made it easy to find the perfect fireplace for our home. Our fireplace actually arrived earlier than the estimated turnaround time, which was such a pleasant surprise. After installation, we had a minor issue come up, and their team was incredibly responsive. They came out the very next week and repaired it without any hassle or hesitation. Their customer service is truly amazing. Professional, helpful, friendly, and reliable from start to finish. We would absolutely order from them again! read more

Very friendly and removed my old insert quickly. They did a great job and cleaned up everything.

I contacted Ponderosa online one evening to get a quote to clean and service my two gas fireplaces and dryer vents. I received a reply the next day with a quote I was really happy with! Service was scheduled within the week which made me very happy! Juan came out and was very professional and friendly. He did an amazing job cleaning my fireplaces! They look brand new! Juan answered my questions and was very personable- so nice! Over all I am extremely pleased with the service I received from start to finish! I highly recommend Ponderosa Hearth & Home and am a customer for life now ;) read more

We purchased a new gas fireplace insert in May from Ponderosa Hearth and Home. The new owners of the business were very attentive and provided a quick response to our quote request. After considering other businesses we settled on them because we liked their plain-spoken style. They didnt try to "sell" us on the most expensive unit they had. In fact, they just gave us all the info and answered our questions. In the end we purchased one of their upper end units because it had the features we wanted. One of the things that helped us make the decision to buy one was the current rebate program from Valley Air Quality program. It provides up to a $3000 rebate for the unit and installation. It allowed us to choose the higher cost unit. Because of Covid and the warmer weather we didnt have the unit installed until June and then didnt use it until early November because it wasnt cold enough to turn it on. Robert and Mary told us there would be a break-in period and we were glad they mentioned it as it is quite a smell! It is the paint and other things getting burnt in. But, we just taped plastic drop cloths across our living room, opened the windows and let it blast! Took about 10 hours to do. But, the result is a wonderful unit that looks great, works fantastically, and heats our living room and the whole house in about an hour. We are so happy we purchased the unit as our living room had always been cold, even when the house heater was on. No longer! I wholeheartedly recommend them to anyone in the market for an insert. But, do it asap as I am not sure how much longer the rebates will be available. read more

Absolutely horrible customer service. I left 4 messages to check on the status of a part that was to be ordered to repair my fireplace. No response. I went to the business and explained how I left 4 messages for them to return my call. They said "we have 109 messages that we need to return". Didn't address the problem, just gave an excuse. Then the man said " we're waiting for a check". I said that my husband sent in the check the day after they serviced my fireplace. He then checked the screen again and found our payment. Then he told me that they can't replace the part on my fireplace because of liability reasons. The story just gets worse. read more

We bought a wood burning stove from This store many years ago. It has been very difficult to get them to come and clean and service the stove over the years. We needed it serviced because it wasn't drafting correctly. On the day the service man was supposed to be here we were told he was sick and the store was short staffed so no service. The earliest another repairman could come out was 2 weeks later. My husband explained this was a primary heat source. It was suggested my husband ,who is 66 , climb up our 2 story house and see if the chimney was block. 2 weeks later on the day of the second appointment again we received a call saying the repair person was sick and there would be no service. Needless to say this a company I would not recommend to any one. Cindy Dike read more

Unbelievable to see the poor ratings posted for this business. I've been using them for almost 4 years for my Franklin gas insert. Always happy with the service and technicians and ability to show up as scheduled. Even though I bought the insert from a competitor who sad to say..the service manager was rude, condescending, and you had to go through him for servicing and repairs. I agree with the person who said the Ponderosa had a better warranty. After the manufacturer warranty expired they gave an additional 6 months coverage in house at no cost. I highly recommend this business. read more

Apparently this business has sold. As bad as it was before I think it's gotten worse. They don't even bother to answer their phone much less return calls. Juan makes promises they can't keep. Buyer beware. Buy anywhere but here. Horrible service. read more

They came out to repair our fireplace insert. They informed me what part was needed and someone would be contacting me that day to let me know how long to get part needed and price of the part. They told me I had to pay 200.00 for that quick service call so I did that day. I have never ever heard back from them after making daily phone calls to them inquiring about completing the repair. I get the same story from them every time I call that "they will be hearing from me". read more

Had an appointment this morning at 8am with technician Adrian that was booked a month out. No one showed up. Office doesn't open until 10am. Finally got a hold of someone at 945am and they told me the tech has been out all week. Would have been nice if someone called us the day before to let us know that it wasn't likely the tech would show up since he's been out all week and since we changed our vacation plans to be here. Also would have been nice if someone called us in the morning to let us know. Coincidence it happens to be the week between Christmas and New Year's that a lot of people like to take off or call in sick??! read more

My wife and i visited Ponderosa and after a fun political discussion with Jose ( great guy with great ideas i love it) We then got to Mary she gave us option after option and we bought a awesome insert we are very pleased Thank You Ponderosa!!!!! read more

When Robert took over this business, everything changed for the better. Whatever you read before is no longer relevant. My wife and I were reluctant to visit due to the low Yelp rating at first, but boy are we glad we did! With Robert at the helm you will not only get exceptional service, but the most comprehensive line-up of fireplace options to explore. My wife and I are doing a remodel and we just couldn't find something to fit our needs and budget prior -- a modern and full view gas fireplace within our price range. Robert was wonderful to work with. He took the time to explain all of our options (including wood!), and then helped us generate several quotations so we could fully understand the price. We really loved the inventory available and the showroom Robert is putting together. Everything from the biggest, baddest, full view fireplace to cost conscious options, to modern linear fireplaces. They are really making it a point to carry the tried and true options as well as the modern / contemporary designs that are cutting edge. Look no further for your fireplace! read more

This is am update to my earlier review. The owner made it right! He had the service manager call and apologize. They ordered the required part and today they installed it and did not charge us anything for labor -- their way of making up for our inconvenience. I have upgraded my rating from one star to four. read more

What a joke of a company. First, the service tech was an hour and a half late with no call. When we called to check, was told it would be even longer. When he FINALLY arrived he did nothing. Said how dirty the chimney was (which was told to the scheduler). Attempted to light the pilot but said he couldn't, although I was miraculously able to get it lit. They gladly took our $200 and did nothing that was promised upon scheduling the appointment. Didn't clean the chimney. Didn't clean the interior of the insert. We were told the owner would have to call us. No calls. Shocker. Have made several calls since then with no return calls. Do yourself a favor and go anywhere else!! read more

We just had a fireplace insert installed by AJBL, thru Ponderosa Hearth and Home. AJBL was fabulous!! On time, clean, very nice ppl working and very informative! I wish I could say the same for Ponderosa!! We paid for our unit in Oct (10/7 to be exact). Had our install date all ready to go. We were told it would be 1k to install the unit. Then the wheels started coming off the wagon!! "Our" unit couldn't be found, "in the back", so our install date was pushed back to 12/20/21!!! Then they had a cancellation and could install on 12/10. I had rec'd a voice mail and returned their call and told them, the 10th would be great! I didn't receive any other notification from them, so I called to confirm on 12/8. Oh, they had NO record of my call so my install was still, 12/20. Wth!! They (the installers) showed up promptly on 12/20 and my unit was installed. Only our quote from Mary for 1k install was now, $1625.00. That's a significant difference!! So, does the unit look awesome, yes it's exactly what I was hoping for. Does Ponderosa have a communication problem, most definitely! Get everything in writing!!!!! Have a wonderful holiday and an even better 2022!! read more

Scheduled two separate service calls to fix my mother's fireplace incert. First call They said they would call that they are coming so we don't turn it on. Never called back but showed up. can't look at it, it's hot will back tomorrow but never did. So my mother was cold all day. Second call still waiting been four days now. Negative five stars read more

Getting a fire place insert was a top priority as we moved into our home in the beginning of the winter season. Robert was such pleasure to work with - so professional and extremely knowledgeable. We went into this expecting delays and potentially a long drawn out process, but it was everything but! Highly recommend Robert, and the entire Ponderosa team if you're looking to get a fire place insert! read more

Don't pay attention to the old reviews, new owner and service manager. Bought a fireplace here about 3 years ago, never worked correctly. After they changed out my remote 3 times my calls were just ignored. New service manager personally came out to help. Unit was never installed correctly by the previous people and took a couple of hours to correct. Fireplace works perfect now, you won't go wrong here. read more

Update- I received a phone message from Mary after leaving my review. *If I had just called her and informed her during the installation, she would have taken care of it at the time. We're talking about the overage of $625 that we were charged for the installation. Who the heck does that??? Who's to know , Oh I'm being over charged, let me call Ponderosa (who sent out said installers) and see what's happening here??? No one!! But, in Marys defense she was kind enough to give us a $625 credit on the price of the unit. Her comment was that these installers were over charging all her clients. Why is that Mary, they work for you??!! read more

I am completely disappointed in the lack of service that we received from Ponderosa hearth and home since new ownership. Although it took a little while to finally get an appointment to have somebody come out and clean our fireplace, the service man gladly accepted the check for payment, even though the fireplace was not working. He informed us that we needed a new burner and would get back to us. We have called multiple times and even multiple times in one day to try to get somebody to return our call. All of this has been going on since December 6, 2019. read more

Unfortunately this business continues to totally disappoint on the service side. Our built-in fireplace had some smoke issues when we first bought the unit in 2012, and were quickly fixed. After a scheduled yearly Ponderosa cleaning, these issues started again, as well as more. The lack of communication on their part, the delay tactics, the inability to diagnose and repair, the exorbitant cost estimates, are very disappointing for a business that once had a stellar reputation. We have looked elsewhere for help, and will never contact Ponderosa again. read more

We just had the most wonderful experience when George from Ponderosa came to our home to service our fireplace insert. We are very reluctant to invite anyone into our home who we don't know but George made us feel comfortable. He is such a respectful, friendly and pleasant young man who is very polite, as well. His parents did a great job! We appreciated that he was punctual - right on time when they told us he'd arrive. He laid out his work tarp and went right to work leaving no mess at all. He answered any and all questions we asked and made us feel confident that he knew what he was doing. He was great and patient about explaining things, too. After he completed his job and left our home, I called his employer and told him that George deserves a raise or at least a bonus. George is a keeper -- a gem of an employee. We are two happy customers because of him. read more

Horrible service. Serviceman came out only to tell us that he can't clean our pellet stove and still charged us $300 after doing literally nothing. Will be spreading the word to avoid Ponderosa Update: They came back out to Madera after the initial visit and cleaned my stove better than it's been cleaned before. Very happy with how well they did cleaning the stove and how informational they were. Nice job. read more

I wish that I had read the reviews prior to scheduling service. We waited all day on the day first scheduled. No one showed and no call. When I called I was told that they had no record of our service request and that someone would call back to schedule. No call. I called again and a new date was scheduled. Received a call on the scheduled day that they wouldn't come because we were the only customers for that day (we are out of town). Reschedule again. On that day we received a call from the service tech that he would be late because he had to run a personal errand. He showed up 2 1/2 hours late. On each of the calls I had told the company that a particular part had gone out and to be sure that the serviceman brought the part. I also asked if they had the part in stock and was told that they did. The service tech spent a long time looking at the wood stove and took pictures of the broken part. I asked if he had the part with him and was told no, that it would have to be ordered. Furthermore he said that he didn't know how to install it anyway. The tech only vacuumed the inside of the stove, cleaned the glass, and supposedly wiped inside and out. These were all things we could have done ourselves. What we wanted was to have the stovepipe cleaned and the part replaced. Neither was done. After being charged $310 we were told that it would be another $250 for them to return with the part. We purchased the stove from this company originally and had great service at that time. We will never use them again and will never recommend them! I agree with the person who posted negative 5 stars. read more

Ponderosa had always been the place that people have referred us to for our fireplaces and now I see why. The technician that came out was very intelligent and very sincere. Cory cleaned and checked my fireplace and made sure everything was okay before he completed the job. I will definitely be referring them to my neighbors and use them again in the future. read more

Zero customer service. I had a pellet stove that wasn't working. I called them out, first it took 3 weeks to get an appt., which I am understanding of, as it is starting to get cold. They finally came out, I paid for required inspection/cleaning for a whopping $264, which is required to get the diagnosis and start repair. Technician diagnosed that I needed a new feeder and igniter and said he would call me the next day with quote. After not receiving promised call, I called late in the day the next day and spoke to office person who said she did not see any information for repair. Long story short, I called every single business day for a week and a half since and got the voicemail over and over again and did not get one single return call. One time only I reached a live person, who told me he couldn't help me, only my technician could, who he mentioned was standing right there (and I could actually hear talking in the background) and he told me the technician would look at it right now and call me right back. As history predicted, again, no return call. I am now in the process of trying to dispute charge with my credit card company since they are not performing requested service to repair, which was the entire reason they were called out. In the meantime I am left without the main way to heat my house during winter. Cold and frustrated! read more

I was referred to Ponderosa Hearth home by a Lennox dealership. It took some diligence on my part and a few weeks of waiting, to get a technician to service a fireplace insert. The technician cleaned and serviced the unit and was getting ready to leave when I asked him why I didn't hear or feel the unit's blower activate. He investigated further and told me there was a snap switch that needed replacing, not having one in stock in his truck. He told me he would call me that evening to see if they had one at the shop or if they needed to order one. I never received a call. That was about roughly three months ago we've we've been playing phone tag ever since. Having a few days off I drove over to their office and ask them about the switch and they couldn't find any information regarding our transaction. Evidently this place is very mismanaged or, they were playing dumb. Either way dealing with this company has been a giant waste of time. read more

I find it difficult to believe that Ponderosa relies on repeat customers or customer referrals to generate business. Our story is a lot like other reviewers that rate this company with one or two stars...some of the worst customer care I have ever, yes EVER experienced. In my opinion, the female who answers the phone and appears to be the point of contact when I call is in the wrong position. Her words and actions suggest that she has not been trained to provide customer service. From the indifference in her voice to the lack of follow up calls, I got the impression that she is too busy dealing with screaming customers to provide customer care. Nothing personal here, just the takeaway I have from our phone calls. Based on my experiences with their service tech (Robert), I sense that he is stretched way too thin. I found him knowledgeable and courteous when he was here but getting him here was a challenge and his having to return to finish what he started was another challenge. Our service call that started in May was completed in November. Any status updates during that time took place only because I called in, not because anyone at Ponderosa reached out. Because of our experience with their service (and questionable product in our case...another separate story) we have advised others, when asked, to find another company. We will do the same for our next routine service. Had I known then what I know now, I would have done the same. read more

Scheduled service this past summer for our fireplace insert. My husband took the day off work to meet the service technician. The technician never showed up, then at the end of the day we got a call notifying us that he couldn't make it that day and we would need to be rescheduled. The company never rescheduled and would not offer us a weekend appointment due to the fact that our home is 20 minutes out of town. We recently went into the store to attempt a reschedule and were willing to take yet another day off work to try to get our fireplace serviced. When we inquired we were told by their office staff that although our name was in their system they did not see that we ever even had an appointment, and that they could not help us because they no longer take any service appointments out of town "after November 1st." Very poor customer service. No acknowledgment of their responsibility in keeping their appointment or apology for the inconvenience of wasting a day off work. Definitely no attempt to make things right after dropping the ball. read more

BAD SERVICE! A contractor is hired to install your new stove, after that you're left with inexperienced techs, rude customer service and even an owner that won't stand behind his business. My stove had one issue and now has several. This is a business that has caller id so they can screen and not take your calls because they don't know how to fix your problem. They had no problem taking credit card payment for both parts and labor before services rendered. Nothing to be proud of here. read more

My experience with Ponderosa has been excellent from the original install, help with my rebate, the annual cleaning, to my recent service. I recently had my Lopi gas insert serviced, and I was able to book an appointment quickly and the technician confirmed appointment and showed up on time. George was very knowledgeable and professional, and he worked thoroughly and efficiently to diagnose and fix the problem. Having a gas insert has been a great addition to my home. I love the warmth, the atmosphere the flames provide, and the substantial cut to my heating bill. I would definitely recommend this business! read more

A few months ago I posted a review that wasn't too great. It was more about the customer service. We had a few problems with our brand new pellet stove a year ago.. well I am happy to report so far this year it is working well.... we will see how the customer service is when its time to hav the stove cleaned when the burning season is over. For now they get 4 stars read more

This is a terrible company. We gave them a check in July to refurbish our stove. Three months later nothing had been done. My husband finally got them to come out and replace the parts we had paid for. Robert said he only needed to fix two more things, but that the stove was fine to use in the meantime. November 12th we lit a fire. Ten minutes later, our family room was completely filled with smoke. He vented the stove directly into the family room! We had to carry burning wood outside and run fans to air out the room. Had we lit the fire and left the room, we could have died from the smoke. I will never do business with this company again. read more

I was referred to you by another store in Fresno that your store would be able to order a replacement blower for my FPI. I made 2 phone calls to your business on 2 different days during business hours & left a message with my info & what I needed. Never received a call back. Then I went to your store & a gentleman took my info & I was told that a blower could be order & replaced by your store. As of today have NOT received a call. Poor customer service. I wish I would of read reviews prior to making a specific trip to your store. read more

I talked to Robert on Nov 10 2018 to replace my wood burning stove and and chimney over the phone. He told me he would order the stove and obtain the parts in a week or so and then they would schedule me out. he told me it would take about 3 to 4 hrs for install and they would test it . He asked for the money to get the ball rolling i gave him half, over 2000 dollars. I never heard form him or anyone else again for 17 days no copy of invoice which I should have gotten within a day . on the 17th day of silence I left a message on answer machine nothing finally I remembered Robert's tel number because I had sent him pictures of my old stove on the 10th, left message 9:41 at night he texted me telling me they had ordered the stove and parts also that the office needed my signature on the rebate form. no mention of when the stove would arrive or when work would be done, no mention of he would have a copy of the form e mailed to me in the morning nothing. after several answer machine calls and an email I left at their website I got someone on their phone number who told me that they had sent the rebate application form off but the state sent it back because of no signature. which I found hard to believe when the form plainly says it must have applicants printed name and signature and that their company must have sent these forms off many many times before. Anyway you get the idea, after another 7 days of this nonsense of not hearing from them I just contacted my credit card and told them no services rendered. A giant waste of time and zero customer service or communication I would not recommend them to anyone. read more

I requested a quote from "Dave" on purchasing a wood stove. When I received the quote it differed significantly from our phone conversation. I called back to review the numbers with Dave. To make a long story short the numbers were presented in a deceptive manner. That is as kind as I can be. If you are going to use a Burn Cleaner voucher I would bring it elsewhere. read more