Knowledgeable and good to work with in understanding the Weber grille in detail. Thank you Shores! read more

They had everything that I needed to replace the burner and logs in my gas fireplace.They also had a high temperature spray that paint for inside of the fireplace read more

Shout out to Shores Fireplace and BBQ. We have a ten-year-old grill and the burners were rusted. Went in hoping to get a replacement. They were able to look up our grill that we bought in 2004 and recommended that we contact Weber directly. One week later, FREE of charge, I was able to rehab my grill. (They COULD have sold me this $80 part). They also offered some great tips for maintaining my grill. read more

Purchased a compete fireplace with installation. Salesman made promises he didn't keep and installation was not to code.​

Great company, I was greeted by Josh right away as I was entering the store, He introduced me to Bob and they both were very helpful with my problem I have been having with my gas fireplace. I was having a problem installing the part so I had them send out a tech, Adam not only fixed my problem but went above by situating my logs and making my fireplace look great again. Thanks Jim read more

Read their other reviews about people trying to get service. Avoid this company at all costs. Tried to use this company to clean our gas built in BBQ, and to replace the igniter that was not working. Long story short, on the third trip back to our house the worker ADMITTED that he did not bother cleaning our BBQ, because he thought it was pretty clean already. He also admitted that he installed the incorrect igniter he was sent with before and, even worse, he broke the electrode off of the incorrect igniter he installed on our grill. Before we knew all this we called to complain that the new igniter was not working, so they sent their worker back to our house with ANOTHER WRONG IGNITER to install, and that was when the guy told us all of the above. I've called twice now to speak to the manager, but he/she is always "busy with a customer" and doesn't call back. We've disputed the charge on our credit card (couldn't speak to anyone to try and resolve the issues), but now we're stuck with a broken igniter that is the wrong piece for our grill, and we cleaned the grill ourselves. read more

Poor customer service skills. Called to have a fireplace repaired and was told the owner had a separate company for service. Called on 3 occasions never got a call back. Stopped in the store to follow up. Family member, perhaps spouse told me it was their busy season and they get 75 calls a day. She was curt with me and didn't even apologize for not calling back. Additionally she tried to blame me and other potential customers for having full voicemail as a reason for not receiving a follow up call. I would not recommend this company if you're looking for good customer support. read more

Zero follow through with service. I have called repeatedly to have my exterior gas valve moved. All I get on the phone is "let me look into it". Never calls back so I call again and there is no memory of previous requests. Don't waste you time or money. read more

My experience with this company (Shores Fireplace and BBQ) which I have purchased the gas log, and they did the installation and further they made new piping for gas line from the basement of my house and connected the out door grill too by quick connect valve on the same gas line. Job done two days ago and lasted 5 hrs. by two Gentlemen (Steve & Zaqq) and Duane was office manager of Rochester Hills, my satisfaction was super from all standards and we appreciated their outcome 100%. read more

would not recommend this place at all!!! i totally understand the labor shortage and wait time, but almost 3 months later i still have no doors on my fireplace! dwayne the manager just shifts blame and in his words" right hand doesn't know what the left hand is doing" unbelievable horrible customer service. apt was set waited over a month then they never showed, called multiple times, finally got fireplace in right before christmas then the doors were never ordered, more time to wait!! read more

Beth at the Lake Orion Store is very knowledgeable with her gas fireplaces and installers are extremely competent all with fair pricing. I almost bought from somewhere else which would have been a huge mistake. Thank you to the owner and thank you so much Beth, we are enjoying our fireplace. :) read more

I recently had a very similar experience as Rana. I had a wood burning insert, and replaced it with a gas insert. The owner came out and measured for the new insert. Aaron suggested we cut some side bricks to allow for a bigger unit. Aaron explained exactly what he needed me to do, prior to them coming out. A small tent was even made by us to contain the brick dust for them, for when they would be cutting the side stones away. Let me please make this clear- we removed the old insert, had the gas line ready from them, prepped the house. so this is where the problem starts........... When they came to install the unit, everything started off well. When they went to slip/install the unit into the opening- it wouldn't fit. The medal/steel lintel bar was in the way. ( measuring error by the owner ) In the course of trying to install the insert, they broke one of my large, thick hearth stones. This was the only way they could get this in. Once the insert was installed, the face of the unit sat down far below the top of where the hearth stone would/should be. If left this way, it would not ever allow us to be able to open the glass to clean the unit or to service it. The bottom of the glass of the unit was 2 to 3 inches below where the top of the hearth should have been. When I questioned this, I was told by Aaron, it doesn't look too bad if you step back. Seriously...... With the insert now sitting lower than it should, bricks that were to be covered by the surround are now exposed above the surround- leaving a large gap. Aaron's answer to this was- Just put a piece of limestone up. "I think it will look nice". Nice if you want a brick fireplace with a piece of limestone- in an odd place with a brand new custom mantel going over it. Sounds like a hot mess to me. Aaron the owner did say he would order some stones to fill in the gaps. He would drop those off the following Tuesday for me. It's been almost 8 weeks later, no stones- and he isn't returning calls. To his credit- he did return 2 calls early on. But follow up calls on where our bricks are have not been returned. I will say, I did have a very good experience with Aaron 4 years ago. Not sure what has happened to his customer service skills. I finally received a call today, saying he hadn't gotten back to me because he was busy with customers over the long weekend. What about taking care of the customers you have? You can have great products, but poor customer service will put you out of business. Word of mouth, will hurt you every time. New Customers, beware!!! On top of it all, I was there the entire time and they never came and said we have a problem, do you want me to continue with the install or take this unit back and order one that will fit. He did want to be paid in full, and of course since I had worked with him prior, I trusted him. BIG MISTAKE ON MY END. So now I am left to clean up his mess, while he has my money. He doesn't return emails, calls, messages left at the store or texts. Beware- go down the road and find someone who cares about his customers. read more

DO NOT CONTACT Shores Fireplace & BBQ! In brief: October 10th, 2018, they began work: a) removal of existing gas fireplace and mantle. b) installation of new gas fireplace. c) installation of new mantle. Today, May 30th, 2019: My "new" gas fireplace continues to be inoperable. Outside siding/overhang has melted and outside wall siding is destroyed. Mantle is not finished. Annette K. read more

Can I leave ZERO stars??? I would if I could. My outdoor kitchen needed a new grill and we had an older GE model that was a weird size. Found Shores and they said they had a 48" Pro Fire that they would sell me. Paid in full, almost 5k. After TWO WEEKS of no communication, I spoke to one of the rocket scientists answering the phone...not you, Beth, you seemed decent enough. Dude tells me they needed to order it special from Pro Fire as they are behind and need to build it at the facility. HUH? Would be nice to know earlier. Another week goes by and I check in again. Won't be here for another week. Sweet. Called again and they scheduled me for yesterday between 2-6. They arrived at 5. Typical, right? Here's the big rub: the owner (Aaron) measure my space wrong. It was a 46" inch opening. Not good, as I was not prepared for the granite saws to come out. Called Aaron's cell and voiced my displeasure in his entire process. No call back. Classy. The installers were good guys, they just cleaned up half-a$$. Left a pile of broken rock and a tarp. They DID leave me some good stainless cleaner, Zep, which works really well. read more

I called to have a gas line replaced. guy came gave me estimate, said they were really busy , but he would get back with me in a week or two . never heard from them again ,I did try to get them again for repair , nothing never called me back. read more

Very unhappy with after installation service. I called them 3 times to have the installation fixed and NOONE will handle the service. Paid in full prior to install and NO service! Take the money and forget the customer. This is not over yet. read more

Wow! Thought we were the only ones!! Had a wood burning stove "installed" never finished the job!! Called for 2 1/2 months, stopped at the store, always got the brush off or no call at all! From the owner!!! Who gave us a "good deal"!!! Finally after 3 months my wife got them to "finish" the job, WHAT A JOKE, my 11 year old son and friend could have done a better job!! Can't believe this place is in business! STAY AWAY!!!! ABSOLUTELY ZERO CUSTOMER SERVICE!! We notified the OEM of our stove and told them they should not allow Shores to sell their product!! Seriously would have given them less than zero if it was available!!! read more

Pleased and happy with the customer service from both the store and their installation company. My wife and I stopped by to purchase a Natural Gas Weber Grill and used their service/installation company to run a gas line from my basement to the patio. My grill is looking and running great! Thank you read more

Never returned a call on items needed. Only customer in the store and they seemed like it was a burden to help out. Found a better business off Van Dyke that treated me like a customer should be, do yourself the same favor. read more

Time for grilling season and the old BBQ wasn't up to the task. Headed to Shores BBQ for a new Weber Summit grill and walked out happy. The salesman explained all the features of each different grill they carry and the pluses and minuses of each, which your big box stores do not do. They deliver and assemble for free which is a nice touch and another thing the big box stores do not do. My grill arrived a few days later and have been cooking on it ever since. Plus the Weber is Made In USA. read more

I don't even know where to begin if I could give it a minus I would. From showing up four hours late because the unit was on the wrong truck to trying to add charges that were not agreed-upon terrible customer service !The manager never calls back and the fireplace company (Enviro)and the distributors are a nightmare.. I've been waiting six months for a part that got sent wrong three times and I still don't have it. Last, the owner finally showed up to change my venting system which I was told was too short which in my opinion, how did they not know this when They measured it in the first place! The owner put in one stack instead of two! That's not the way a closed system is done! I have not been able to use my fireplace for more than a week without So much white and black sootI can't even see See through it. I've had my house tore up multiple times to pull the unit apart cleaned it put it back in to no avail the only thing they have going for them is that they have been at my house six times. If that isn't enough, I have been doing this for Almost one year now!! So now they're coming back this weekend this time they have to pull the entire unit apart and I mean everything not just to clean it but down to the bare bones to feed another vent in are they kidding? read more

This company installed gas logs, two doors and installed ceramic tiles. At the end of the job, I was handed a bill that was twice the estimate. When questioned about the difference all I received was lies. Stay clear from this company. read more

This place is a rip off, do not buy anything from these clowns worst experience I have ever had with customer service.Aaron the owner and his installers have no clue what they are doing. read more

I spent $3000. on a fireplace. Now it is not lighting. I asked to speak to a technician to make sure it wasn't something simple before spending $145 on a service call but was denied. Their website claims great customer support but I beg to differ. Five minutes of their time would have made a big difference! read more

Purchased an floor model fireplace insert on Oct 12th- was told installs were running about two weeks. Turned into almost 2 weeks just till they checked for measurements, then waiting until Dec 13th for install because of delays even getting a needed part that was not even ordered until Nov 4th . Fine I got over that. Excited for the install , but In the middle of the install I caught that it was the smaller 1200 version rather than the larger 1700 version of the model as it was labeled and we had purchased and paid for. Also the oversized surround we ordered was still at the wrong store. They eventually got us the correct fireplace right before christmas but their in-house installer at same address but different corporate name- A.J. BERT) did many shortcuts. Not only did they try to do the work without the required permits, but I investigated today why our fireplace insert rocks forward when the door is opened. I thought it was just the legs need adjusted. Turns out- that despite my repeated voiced and documented concerns about the chimney liner being installed too short they found a way to "Make it work" They connected it to the insert partway out where it COULD reach then shoved it back in until our 350+lb insert is now HANGING from the chimney liner with only the front 2 feet touching the floor. and the rear an inch or 2 off the ground . Unfortunately now I have to find a REPUTABLE chimney company that will somehow fix this and have the damages litigated because I have lost all trust in having them ever cross the threshold of our house. AVOID AT ALL COSTS. read more

In 2014 we purchased our gas log insert from Shores Fireplace and BBQ, and our family has have enjoying our fireplace until in 2018 our pilot light went out. We called and spoke with Josh. He was very professional. He gave us two quote options for an IPI, (electronic pilot), but also gave us instruction on how to re-light our existing. He was patient and gave articulate instruction on the steps to do...It Worked!!! Our experience was great and very much appreciated. Thank you Shores Fireplace & BBQ and for JOSH!!! read more

Very unhappy with this company. Have been trying to get fireplace install completed since December, and still not done. Called numerous times and no one returns calls. We were overcharged initially for the install and haven't received money owed us. We have a huge and beautiful home with a glaringly unfinished fireplace in our great room. Nothing but frustration and false promises. They don't care about their customer! Luckily we paid with a charge card and are currently trying to settle this debacle with the help of credit card company's dispute department. We will have to call another company to finish the job! We are beyond frustrated!!!!!! read more

Ordered a vented gas fireplace insert from them right before Christmas. It was installed by them and is working fine so far. We shopped around and their price was great. read more

Sadly, I cannot recommend this business. I spent a lot of money on an outdoor fireplace and it's instillation. They did the work improperly. The instillation was so bad my builder had to redo a brand new roof. They may be able to sell fireplaces but they are not qualified to install what they sell. Very poor service. I will not be doing business with them again. read more

Steer clear of this place. Way overpriced. Poor service. Much better options in town than these guys.

Wow, same experience as the last three reviews on here. Came out and installed a gas fireplace insert for me. The surround didn't fit correctly. They have been back out three times and the job is still not done. The fireplace itself also doesn't work correctly. I've placed numerous phone calls with no call back. Stopped into the store and spoke with the owner who said someone would call me. Still no call back. It has now been 4 months since they came out and installed it and the job is still not done. This is clearly a pattern of their customer service. They just want to steal your money. The credit card dispute is a good idea I may try that. Better business bureau and or small claims court are also options. read more

Excellent experience with the location in Rochester Hills. Had another local company come in for an evaluation of my fireplace...couldn't get it to ignite. After dealing with their poor service for a couple of weeks, decided to look for another company to finish the job. Steve, from Shores Fireplace, assessed the situation and fixed the problem in less than an hour. My wife and I are very pleased and should we need their service again, we'll definitely hire them. read more

Cannot even properly quote a job. Guys working at the place are not knowledgable with how gas log sets need to be installed, specifically as it relates to existing wood burning fireplaces. Very scary that they are not equipped with basic details. By far not experts. Disappointed their knowledge of chimney's is so minimal. I asked them to quote a larger gas line and that was not in the quote. They never advised on my questions to chimney repairs if they were needed or if they could use a liner. Sketchy answers at best. Did not get back to me on the special custom glass door I wanted to purchase as part of the install. They could not answer why the chimney popper damper I requested was also not on the quote. I asked for answers politely and was greeted with excuses and was not actually ever provided answers to very basic questions. I was prepared to spend a lot of money on this install job. Glad I found out right away how bad these folks are. My advice is to run away and run fast from this outfit. read more