Went in here over 2 weeks ago...was told they would come to my home and submit a bid... Exchanged contact address and phone number.. so ..no contact..no call....Nothing.. My home is within 5 miles of their location.. Total disconnect on a sales opportunity..or business service.. Wonder how long before they fail.. not contacting and following up with a prospective customer...unbelievable Why would anyone ever do business here.. ? I rolled in well groomed and a good set of wheels... was articulate.. but still how the hell does this happen. If was the manager/owner..Id can the sales staff...! read more

Find another fireplace service if you can. The guy was a jerk and did not want to help- basically just blew us off. read more

Our propane fireplace is our main source of heat. When it recently quit working (wouldn't light) we were at a bit of a loss who to contact. the fireplace was already in the house when we bought it so had no history with any repair shops. A quick Google search led us to Puget Sound Fireplace. Seeing they were a little ways from us, did not have a lot of hope they would actually be able to help but decided to give them a call anyway. The gentleman on the phone was very encouraging and indicated he could send someone out the next day to have a a look. (This was the week before Thanksgiving and we were expecting a houseful so I may have begged a little.) The installer/repairman that came was very courteous, professional and took the time to not only replace and repair the broken part, he also cleaned our glass and had everything working perfectly within a very short time. Thanksgiving weekend was warm and cozy thanks to Puget Sound Fireplace. They will most certainly be our 'go to' repair shop from here on out! read more

If you need a new fireplace or service in the Puget Sound area, this is your company. We have two 15 year old gas fireplaces and one stopped working. A friend recommended this company so I called them. The technician that came out was one of the most professional service technicians we've ever used. Although our fireplace is old, he immediately knew how to take the trim off and went right to the source of the problem. He was so careful to make sure the are he was working in was kept clean and didn't cause any damage. He took extra care to clean all parts and replaced a bad component. Most of all, he was able to explain everything we never knew about our fireplace inserts. I couldn't believe how reasonable their service call was, and for the replacement of parts. We will use them again in the future when we re-model another room with a fireplace and will now consider an outdoor fireplace that we discussed with our technician. I trust this company and highly recommend them. read more

This company apparently installed the fireplace in our living room before we moved in (or so says the sticker attached to said fireplace.) It recently stopped working and our efforts to repair it have not worked. So my husband called Puget Sound Fireplace last week and left a message. They did not call back. I called today (4 days later) to see if they would be able to service it. Some dude answers the phone (I didn't catch his name as he was mumbling) and I state my situation and ask if there is any way they could service our poor little fireplace. He says, "Well, is it under warranty?" I state "no..." And he replies, "Well, you have to call back in February. We aren't taking any new service requests." I was a little surprised at how unhelpful this is. I asked if there was anything else I could do or a service person I could chat with. He stated, "No, you just need to call back in February" (3 weeks from now). Wow. I can't even believe the lack of customer service skills here. I mean, could you at least offer another suggestion for repair? Or get my information and offer to call me back at a later date? Nope? Okay, then. I'm calling another company right now. Suggestion: Maybe stop leaving those stickers inside the fireplaces if you are unwilling to help people out when they need to be serviced! read more

Avoid this place. Got stood up for service and when I finally called, the guy on the phone told me the tech called in sick. Didn't bother to call me to tell me about it. About a year later, we had the same problem with our fireplace so we called and the guy didn't know if it was covered by the warranty so he said he would call us back. It's been two weeks and we are still waiting on that phone call. read more

If you are in the market for a new fireplace or gas insert, save yourself time shopping around. We visited every fireplace shop in Tacoma and South Hill. On a whim, we wandered in this tiny shop. Save yourself time and start here. We found every reason to recommend: 1. The store that came closest to matching PSF's everyday pricelist was having a special once-in-a-lifetime sale. On top of that, PSF included install with purchase. Included. . . as in NO EXTRA COST for installation. 2. PSF carries only the best manufacturers--a short list, trust me, a good thing. Who wants to waste their day looking at something that will fail in two years? Or that can't get parts in six? Besides, more choices = more time himming and hawing. Here you can be confident in your purchase, no matter what you buy. 3. PSF warrantees the fireplace and install for two years. Of course you have the manufacturer's warrantee but isn't it nice to have someone local back it up? 3. PSF is where contractors buy their fireplaces. So purchasing a fireplace from them is kinda like getting donuts at the bakery with the most cop cars out front. 4. Brian went above and beyond again and again and again to make sure we got exactly what we needed/wanted. On our initial visit, he spent at least 40 minutes educating us about fireplace inserts. He came to our home to check the condition of our chimney and to ensure the insert would fit. Along the way, he talked us into foregoing the back panel surround for a more built-in look. This saved us $175 and he was right, it looks smashing. And he made less money for it. Pretty remarkable. 5. PSF installers are full time employees so they know what they are doing and are given the time to perform. Our installer, Ignatio gave us royal treatment, fussing with every detail. He walked us through controls on the remote until he was certain we understood every action. And he invited us to call him back if we had any problems. We did ask him back to adjust the doors once the tile job was finished. It's perfection. It's been a pleasure, Puget Sound Fireplace. Seriously. Thank you. read more

They've been really helpful over the years getting parts for our gas fireplace. The intial install was easy too.

These guys are terrible. I purchased two fireplaces from them and I've been asking for weeks if they would send the remotes that were either lost by my contractor or never provided. They took my CC information and said the remotes would arrive in a few days - they never did, and I never heard back. Then the fireplace broke, and I called to see what the status was on the remote controls and that also, I needed someone to come and fix the fireplace. They said they'd call me back by end of day - never did. I called back again and left a message, no reply. Now I have a vacation renter coming in who is angry the fireplace isn't working. Do not work with this company. They seem rushed and/or confused while on the phone with them and have demonstrated zero follow through. The number of negative reviews are telling. read more

One of the worst businesses I have ever dealt with. Installed two fireplaces and neither work after 6 months. One was installed in an unsafe manner that I identified and the other has never functioned. Some workers appear untrained ("don't ask me I have only been working for a week and have not been trained" in the unit they are servicing!). The ownership would not engage in issue resolution. Run, do not walk, away from this business. read more

This is a sales only company. They do not repair or maintain. This doesn't appear stated anywhere on Yelp, but we were told this over the phone today. read more

My husband called PSF about 10 days ago to service our existing Superior Fireplace. We were told they were out 1-3 weeks out and they would call back. We called again today hoping to secure an appointment. Today we were told they were 2-4 weeks out and we could not schedule an appointment as appointments were handled by contractors. After my husband told me what had happened, I called back with the request to schedule directly with a contractor or to get an alternate recommendation. I did not get either. The man I spoke with told me that their priority is new constuction and that there was no record of either call I mentioned. I responded that we had indeed called and asked again for a way to get an appointment or get a recommendation. He again reiterated that there was no record of either call. I responded that we had indeed called (not sure why I would make this up). I told him that I would be writing a negative yelp review and he asked me to inform him when I would be writing it so he could respond. He then told me he would talk with me again later when "I was not so upset" and without waiting for my response or getting my phone number, he rudely hung up. I have worked in customer service and could offer some advice on his response. First, respond to what the customer is asking for and never hang up on a possible customer. Actually after reading the review submitted by Donald E, I feel lucky we are not working with this company. We chose this company because they are Superior Dealers and thought it would be easier to obtain parts. Since this call, we have made an appoint with a much better reviewed company and were told that most parts are pretty generic and they would be able to assist us. I would suggest that if you are looking for repair of an existing stove that you choose another provider as their stated priority is new construction. read more

Alright, I bought a house and one of the conditions was the fireplace was fixed before we move in. We moved in 1 October 2019 and it just got fixed today (13 Jan 2020). I felt like I got the run around from this company. Had I been the one paying, I would've had a major issue with them. Thank God they only wasted my time and not my money. I was originally with Dan. He is an amazing customer service representative who scheduled me for my "one day fix" back in October. He sent over Niko, the most knowledgeable person on their team in terms of installation and repair. He said I needed a part, so we got the part and scheduled another day. Than it went downhill. When he came it still didn't work. Got another part, another day, and a different, less knowledgeable technician. From then on it was trouble. I had a bad unit and a bad company in terms of follow through. I was handed to Ray Larson, their team leader. He talks the talk, but doesn't care for the customer and is the first person on their team to pass the buck instead of taking responsibility (some manager). Kept making appointments and since they only appoint for AM or PM they say I'll be there first call at 0800 and than don't show until 1152. Time wasted. We kept making appointments to get new unit and a new team member came to install but wasn't knowledgeable enough to do it. Not only that, but while he was wiring my new unit, he made the ground wire hot and was causing sparks and small flames to arc across a ground wire in my junction box that wasn't supposed to be hot in the first place. I asked him to stop so he called Niko and still couldn't figure it out over phone. I was than handed to Scorpio in terms of coordination. I call him for appointment and he goes OFF. Tired of me calling to see when they are going to get their stuff together. He's talking expletives at this point and I'm just trying to schedule literally my 8th appointment with them. I get through that terrible call in terms of customer service and Niko finally comes out for the 8th call and squares me away. Why not one star? Because if you must use this company, Niko and Dan are who you want, they are friendly, knowledgeable and do the work as if it's their own. Scorpio and Ray on the other hand are the worst customer service representatives I believe I've ever dealt with. They should not be working in service whatsoever. If you must use this company, demand Dan and Niko. Otherwise I'd steer clear. read more

They don't care about the customer. They took my credit card number and never discussed the payment amount. Dan told me a guy would come to my house in a few days. The tech came reepaired my fireplace and I asked him how much I owed he said he doesn't know and that they would bill me. A week later I was billed 434 for 10 minutes work and a 50 dollar control module. I called to tell them they never discussed how much owed ever and just took money from me a ray larcen or whatever his first name is got on the phone and try to make it my fault some type of way. He had horrible customer service. He asked me well what do you want me to do. I was thinking just make sure your people let people know the price that they will be charged time before the day you randomly charge them and go to a customer service class. 2 star company, it's not us it's you. Fix yourself before you tank. read more

A quick clarification: We never refused to pay our bill and are more than happy to do so when PSF, Inc. acknowledges the problem they created and acts in a timely manner to rectify it. It was only when Mr Larson refused to acknowledge the problem or agree to send someone out to quickly repair it after the tech heard it 'explode' and identified what he thought was the source, that we had no recourse but to file a 'dispute claim' with our credit card company for services provided.. Regarding our appointment time: The week before when the tech installed the fans he showed up at 8:10 AM. This time Mr Larson said the tech would show up "first thing Monday morning" which turned out to be 9:20 AM and two phone calls later. Mr Larson continues to blame the customer, denies they caused the problem (really?) even though the tech said it might have been caused by a "misplaced screw" when he was installing the new fans, and the problem did not exist until immediately after the tech worked on it. For the record our 'beef' is not with the tech who seems very professional. It is with Mr. Larson, who seems just the opposite, and wants to apparently blame the customer. Conclusion: Since PSF apparently is not willing to act professionally in our case we could not recommend them to others. Our impression is that this firm is currently over its head in what they do. If you do hire them, good luck and let's hope they get it right the first time. If not, you are likely to be on your own with an inoperable fireplace for weeks, if not months to come. It's kind of like your mechanic screwing up a repair job on your brakes that makes your car dangerous to drive and then tells you he doesn't know when he can fix it ("we're busy") and then goes berserk, shouting at you over the phone, when you tell him you then apparently will have no other recourse but to file a 'dispute claim' with your credit card company for the poor service provided so far. read more

Horrible service. Got stood up TWICE. Only positive thing to say is they answered their phone each time I called. Called 2-3 each appointment day to confirm - one day, they had no clue where their tech was, and second day was told everything was on schedule, but tech never showed or up called, nor was there any follow-up afterward. If given the choice, STAY AWAY from this company. read more

Our Superior Fireplace was purchased through Puget Sound Fireplace in 2017. They serviced it once shortly after installation because it would not start. We again have an issue with the starter not working. I've completed the online contact form, left a voice message at the service line and sent an email to sales but I have had no response from anyone at the company. They say they only service fireplaces purchased through them but apparently you can't even get them to do that. read more

Puget Sound Fireplace was hired by the firm that built our home to install the gas fireplaces. On one they failed to properly install it by not removing a plug over the O2 sensor. The fireplace would run for 5 minutes and then shut itself off. They came out to fix after repeated calls but did not reinstall the covers correctly and now it can fall off. I contacted them repeatedly, the builder did as well but they have not come out after over a month. When I contacted them for the 4th time some bozo named Brian told me "well what do you want us to do? Just put someone in a truck and send them over there?". Then he cursed me. Yeah Brian, you goober, that's exactly what I want and that's exactly what anyone with a proper focus on customer service would do. Don't do business with these people. Once they get their money they don't give a crap. read more

I have had Puget Sound Fireplace install a brand new fireplace during a remodel and service a different fireplace in a new construction home. PSF expertly met the needs of my remodel. They coordinated with my subs for install and their install earned praise from my City of Bellevue inspector. I lived in that home for 1 year following the install and the fireplace they sold me was 100% trouble free and it was gorgeous. After selling that home, I purchased new construction in Tacoma. My fireplace failed after 1 year. I called PSF and they remembered me. They sent a guy by who was on his way home and he fixed the fireplace and cleaned the glass (which wasn't 100% clean from the company that will remain nameless that did the original install). PSF sells quality product. PSF has responsive, knowledgeable, trustworthy staff. PSF earned my business when I was in Bellevue and now they continue to take great care of me in Tacoma. 5 star all the way. read more

I was advised that we should have our gas Fireplace inspected periodically. Since my paint was peeling on the fireplace, I thought it would be a good idea to have inspected. This is a newer Superior gas fireplace that was installed less than 4 years ago. I called Puget Sound Fireplace and was advised they are 8 weeks out. The young man on the phone advised, they do not take appointments, they just call a day before they come out. In addition, they require a credit card now, up front before anyone even schedules. Are you kidding me? Who does that? I read on another post, this company mostly works with new homes. Its no wonder, they don't really want to service what they installed because they install the cheapest fireplace possible. I knew that but was willing to even upgrade if necessary. Now, I will be working with an alternate company with an appointment in 2 weeks who doesn't need any credit information at this time. I worked customer service for 34 years and that's not the way to gain customers. I will post a review on the alternate company once I work with them. read more

I can't say enough good things about the services from start to finish about the quality of service I received. No kidding the fireplace is bitter sweet. My dog wakes me at night to turn it on. She loves it so much I can show her the remote and she comes running. Scorpio (my salesman) was awesome! The true test is, would I recommend them to a family member...YES. read more

PSF installed a gas log insert in our old fireplace about 4 or 5 years ago. The unit has a pilot light that is supposed to burn all the time. No problem--until not long ago when I noticed that the pilot light had gone out. I have no idea how to re-light it safely, so I called PSF and asked about having someone come out and get it lit again. The person who answered said, fine, we can do that, but a service call is $250. And that's just for someone to come out and look at it. BTW, we live no more than 15 minutes from their shop--it's not like it would take a tech an hour or so to get here. And to add to that, the guy I spoke to seemed to have attitude. I will never deal with them again. read more

Really happy with the new wood burning fireplace from start to finish Scorpio was awesome with info and customer service.

Horrible service. We have a brand new home and the fireplace heats the wall above it to 187+/- and you can't even keep your hand on the wall. They say this is in the acceptable range. I even asked one of their "top techs" if he would have this in his own home and he said no. The manager at the office will do nothing to rectify the situation. If your looking at new homes check and see who's doing the fireplace. read more