I contacted Southwest Fireplace to repair a Heatilator fireplace. I agreed to have them tune up the fireplace and diagnose why the fireplace was not lighting. A technician from Southwest Fireplace visited my home and diagnosed the problem as a faulty pilot assembly. Another company had previously said the pilot was fine but diagnosed a faulty fireplace valve. Southwest Fireplace later came out to replace the pilot assembly and complete the tune-up. While working on the fireplace, the technician asked who had told me that the pilot assembly was faulty. I replied that Southwest Fireplace had diagnosed the faulty pilot assembly. It seemed odd that the technician questioned as to who said the prior pilot assembly was faulty. I asked if the fireplace valve was ok and the technician said the valve was fine. The technician seemed to have some difficulty lighting the fireplace after replacing the pilot assembly and completing the tune-up. A short time after the work was done, I attempted to turn on the fireplace but it would not start up. I contacted Southwest Fireplace and was told that I would have to pay for an additional diagnostic check to determine why the fireplace was not working. Given that the fireplace failed without really being used since the repair, it would appear that Southwest Fireplace had initially misdiagnosed the problem. And now, Southwest Fireplace expects me to pay them again to re-diagnose the problem. I have already paid them several hundred dollars and still have a non-working fireplace. I do not recommend doing business with this company. The rating should be zero, but one of five is the lowest option available for the review. read more

George Martinez was very great and he walked through every step of the process. He fastened the exhaust vent and cleaned our furnace.

From start to finish my experience has been positive. George and Matt showed up on time both very respectful of my home. Did an awesome clean up and check. Would definitely recommend this group read more

George Martinez was excellent! Clean, courteous, and complete. Great service technician!!

George and Roger from Southwest Fireplace did a tune up on our fireplace, replacing the old media (sand, embers, lava rock) and sprucing up the gas logs. They showed up on time, came fully prepared, were quick, clean, and completely professional. Also, Kevin Bell, who I spoke to when setting up the job and appointment, was equally professional and knowledgeable! I've had 2 dealings with SW Fireplace and both have been 5 out of 5 stars experiences! read more

Rick Maske, service technician, was courteous, professional, and very meticulous in servicing our 3-sided fireplace. We highly recommend Rick! read more

The quality of the fireplace inserts (Heat n Glo) are extremely durable, reliable and convenient. I am in love with mine and would never use a real fireplace again. I moved into my home 3 years ago. Upon moving in I was unaware of how to operate the fireplace. A service tech came and showed me how to start the pilot light and get it working. Fast forward 3 years- I've always thought the glass panel was frosted intentionally, but as it became worse I realized it was due to needing maintenance. I also noticed the logs were becoming fuzzy. I scheduled a maintenance tech to service it. Wow, George Martinez was not only very clean and thorough, but educated me on how to utilize the fireplace better than I had known before. He made my fireplace look and work like new! I was not aware these needed servicing routinely, so mine was in bad shape. It's gorgeous now! Thank you, George Martinez for going above and beyond making my fireplace look fabulous!!!! read more

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I usually check reviews of companies before I use them, and wish I had. I have a Heatilator fireplace, and could not get my pilot light to stay on. I called the customer care number at Heatilator just to speak to someone to help me trouble shoot. But I couldn't get a person on the line. The number would only connect me directly to the nearest Heatilator service provider, which turned out to be Southwest Fireplace in Frankfort. I talked to an employee and explained the situation. He said that since the fireplace was 20 years old, the pilot light assembly would probably have to be replaced. I said I could get the model number and serial number for our Heatilator product to ensure they brought the right part. I was informed that they would first do a cleaning and test the system to see if there were any other issues, and if not, they would replace the pilot light assembly. I called back to set up an appointment. I reminded them of the product, model number and serial number of our Heatilator unit so they we be prepared to replace the pilot assembly. The service employee arrived and within 30 minutes, he said the pilot light assembly would have to be replaced. When he returned from his truck, he said he didn't have the right part. I explained to him that I had provided the company with my model and serial number so they would have the pilot assembly, as was told in my previous interaction would probably be the issue. The service employee apologized and said he would explain that to the company, but I'd still have to reschedule a new appointment. Several days later, I received a phone call from Alan at Southwest. I told him that I was disappointed that the part wasn't brought to my residence as was explained previously. He said that would never be the case, as they would have to diagnose the issue first. I explained to him that was not was I was told, and why I provided the model and serial number. Alan then began to get angry, raising his voice and talking over me several times. I told him we're just talking in circles, and I'd like to discuss this with the owner. He said, "He's not around." I said that I'd like to leave a message for him to contact me back. Alan's response was, "Well, that's impossible." I'm still having problems understanding how it's impossible for the owner of a small company to respond to a customer's request about a call back about regarding their service. Alan then said it'll cost approximately $417 to replace the pilot light assembly, so did I want to set up an appointment. That would be on top of the $360 I had already spent for there 30 minute cleaning and diagnostic check. I said over $700 an hour is closer to what I'd expect to pay an anesthesiologist. To which Alan replied, "Uh huh." I decided to not pay them anything more then the $360 I wasted. Contacted another firplace service provider. He said he would first check to make sure it was, in fact, the pilot light assembly that would have to be replaced AND he would bring the pilot light assembly based on the model number I had provided. After looking at my system, he informed me that my pilot light assembly was fine. There was just a spider web in there. He cleaned it, and then turned on the pilot light to show me that it was working properly. For those that read this far, I implore you not to use Southwest Fireplace in Frankfort. This review aptly explains why.I usually check reviews of companies before I use them, and wish I had. I have a Heatilator fireplace, and could not get my pilot light to stay on. I called the customer care number at Heatilator just to speak to someone to help me trouble shoot. But I couldn't get a person on the line. The number would only connect me directly to the nearest Heatilator service provider, which turned out to be Southwest Fireplace in Frankfort. I talked to an employee and explained the situation. He said that since the fireplace was 20 years old, the pilot light assembly would probably have to be replaced. I said I could get the model number and serial number for our Heatilator product to ensure they brought the right part. I was informed that they would first do a cleaning and test the system to see if there were any other issues, and if not, they would replace the pilot light assembly. I called back to set up an appointment. I reminded them of the product, model number and serial number of our Heatilator unit so they we be prepared to replace the pilot assembly. The service employee arrived and within 30 minutes, he said the pilot light assembly would have to be replaced. When he returned from his truck, he said he didn't have the right part. I explained to him that I had provided the company with my model and serial number so they would have the pilot assembly, as was told in my previous interaction would probably be the issue. The service employee apologized and said he would explain that to the company, but I'd still have to reschedule a new appointment. Several days later read more

Ask for Debbie, an ALLSTAR sales rep who works at the Palos and Frankfort locations. She is AWESOME. She spent a lot of time with me and my wife. We were very very impressed with her help read more

Rick was wonderful! Perfect service. Replace remote control and service our 25 year old fireplace.

Was a bit worried seeing ratings for Southwest Fireplace, but it was close to my dad's house and it needed service. But the exceedingly nice and highly professional scheduling employee set me up Rick Maske who was nothing short of outstanding. Rick called to let me know his arrival time, arrived promptly fully equipped with drop cloths and tools, cleaned the glass to perfection, touched up paint nicks, and efficiently restored full functionality to my dads never serviced in 22 years fireplace. All this while pleasantly conversing and cracking the occasional dad joke. Highly recommended read more

Southwest Fireplace - Fireplace Services Near Me - Frankfort, Illinois

I strongly suggest requesting Rick Maske if you call for service. He is very knowledgeable and is detail and safety oriented.

Rick Maske has twice helped install my parents new fireplace set up at different homes. He's extremely knowledgeable and professional and would highly recommend! read more

Had Roy Burger from SW Fireplace in Aurora service our Heatilator Fireplace Satisfied with prompt & professional service Would recommend both he & Southwest fireplace in the future read more

Thank you to Rick we appreciate his knowledge and reviewing each step. We have been having Southwest Fireplace for years and would highly recommend them. read more

Inspection and repair of fireplace was outstanding appreciate our technician Rick was very polite and knowledgeable about his work and really made us feel comfortable in the whole process would recommend him and Southwest Fireplace with the upmost respect thank you for your time and great work appreciate it. read more

Southwest Fireplace - Fireplace Services Near Me - Frankfort, Illinois

If you give John Ivancicts and his staff a chance despite all of these negative reviews, you will see what you'd like to be in your home. The process of ordering the fireplace insert that I now have in my home took 1 year. Only because, I kept on procrastinating and then in January was ready but Covid hit...it got pushed back and I finally ordered in September 2020. The unit was installed only to have a manufacturing issue problem occur. Unknown to the staff, I contacted the company who makes the insert, Heat & Glo. They explained to me that it could be replaced under warranty. That's where John and his team stepped up to show true "customer service". With two weeks, it was replaced at no additional charge. Many people just complain not many like me say, Thank you! read more

Southwest Fireplace - Fireplace Services Near Me - Frankfort, Illinois

Rick Maske came out and absolutely resurrected a 27-year-old fireplace that was left in total disrepair by the previous owner of our house. He was meticulous in his work, had a good presence about him, and was a great conversationalist. Southwest saved us thousands of dollars. Great people! read more

WORST EXPERICE EVER IN A RETAIL SETTING. I bought a gas log set and the sales clerk Alan, left out a part I discovered after getting home. Went back the next day and right away was met by Alan who looked and treated me as if I was a trouble maker, a hood rat, and a out-right thug. When in fact I'm a 65 year-old retired law enforcement employee. It was so bad the young lady sitting next to him pulled him to the side asking him to calm down and please assist me. I've never seen or been treated in this manner before. It was obvious he didn't want my business after selling me the gas log set the day before. I pledged to never go there again. YOU'VE BEEN WARNED read more

Had a fireplace tune-up today. This is the second time that Rick Maske of Southwest Fireplace did the work. He was friendly, professional, and on time. I would recommend Southwest Fireplace to anyone! Thanks Rick. read more

Roy Burger.Professional knowledgeable with a pleasant personality. Would highly recommend. Cleaned up job sight after repair 5 stars

Placed a big order back in February, everything was special order. When the product finally came in, I wasn't even notified. The product sat in their warehouse for over a week, I called to check the status and their like yeah its in, come pick it up. Just bad Customer Service @ The Frankfurt Location Not even sure why they have one elderly lady even working there she does nothing other than greet people. read more

Rick was great! Our fireplace looks like new, the flame looks beautiful, and he explained it well how to use it.

Diagnostic requested on my heatilator. Turns out nothing mechanical was needed. Rick(the tech) was patient, cleaned the logs the glass etc. Price was quite high for the service. read more

Jeff was extremely professional and helpful getting my fireplace looking and working great again. Would recommend Southwest Fireplace to everyone! read more

Southwest Fireplace - Fireplace Services Near Me - Frankfort, Illinois

Joe Kooinga helped me set up my remote and answered questions I had about my electric fireplace. He was very kind and professional. The fireplace is beautiful. read more

We had our gas fireplace serviced and cleaned by Bill. He did a great job and was very courteous and professional. He took the time to educate us about how our fireplace worked and how to keep it running smoothly in the future. When we need servicing again, we will be calling Southwest Fireplace. read more

Do NOT patronize this business. We needed a thermocouple assembly for a gas fireplace. They had to ship it out, but it turned out that they shipped the wrong part. When we tried to return this expensive part, they would not take it back, saying that there were no returns on electrical parts. We finally had to buy the correct part from a different dealer. DEAL WITH THEM AT YOUR OWN RISK. read more

I had this fireplace installed about 5-7 years ago. Every time i tired to start it the remote gave me so much trouble that I called to get help.I just had a technician out and he told me the remote was bad and that it would be over $500.00 to get a new one. I am very disgusted with this company and suggest to anyone thinking about getting a gas fireplace installed to call someone else. I only wish I could have given them no stars. read more

Beware - after spending almost 10 thousand dollars on a fireplace with these guys, they took the money and ran. you will get no support what so ever from them, the fireplace a Mezzo 60 is supposed to be setup from the factory for the internal wiring. for a month we tried to figure out what was wrong . all everyone there said was it is setup from the factory. they finally came out and 10 seconds later a plug on the back wasn't in from the factory. they insisted on 200 dollars. I paid it but it will be the last 10,200 they will ever see from me. stay away from Alan there he is very very rude and unprofessional. my electricians were on the phone with him and couldn't believe this is how they treat customers. read more

Tried getting my fireplace fixed. Couldn't find serial number they wanted. Told me they would help me find it. They didn't. Then no call back. After email they told me that could send a tech out for 146 dollars with no Promise they would do anything. Said if they can't find serial number there is nothing they can do for me to repair the crazy. They stopped answering my emails. They don't want my business so I don't want there's and you shouldn't either UPDATE: I followed up on the comment below. Sent email to that address. No response. Statement made above still stands. read more

I just had a fireplace insert installed by Southwest. I had wanted this work done for years and finally got around to doing it. From the beginning of the process to the end, I felt like I was dealing with competent, honest, professionals. Gary helped us choose the right insert for our measurements. He knew the product line, the dimensions, and what was needed for a nice installation. He then came to our home to confirm measurements and the estimate. After coming out, the estimate was lowered by a small amount. As promised, the scheduling was done about two weeks before installation. The scheduler was efficient, courteous and helpful. Finally, the installation date came. The installation crew of two showed up exactly as scheduled and got to work. Bryan, the lead installer, was highly professional and took great care to make sure that they didn't track anything into the house. They installed the unit without any problems whatsoever. I had two minor "nice to haves" within the installation that Bryan accomplished without any problem. After installation, Bryan went over all of the features of the new unit with me. He answered all of my questions. He made me glad that I chose to move forward with the installation and glad that I had chosen Southwest. Thank you Gray, Bryan, and the folks in scheduling for a hassle free job. read more

I am absolutely disgusted with the experience I have had with Southwest Fireplace. If you are reading this review, this is your chance to shop elsewhere. It is ABSOLUTELY worth it, even if you have to drive an hour+. I bought the Expedition II Wood insert for my fireplace back on September 25th, 2020 for $4381.17 (Including Install). I was told approximately 4 weeks for the insert to arrive, and then the install date would be set up. Unit arrived on time, but they blew off the install the morning of because of "staffing issues". John would later tell me via phone that a customer lied to them about the scope of a project they were on and they couldn't leave that project. After confirming with multiple employees it was a staffing issue, they later tried to change their story and say all the parts were not in. Day of install was an absolute disaster. The two installers lack of knowledge was absolutely scary. They asked if I had a dolly because they forgot to bring one. I explained I had several along with straps. I explained we could wheel the unit easily all the way to the fireplace. (For those who do not know, wood inserts are not like a gas inserts and can weigh over 400lbs) The two installers said they were just going to take it apart on top of the truck, carry in the pieces, and re-assemble it back inside my residence. After attempting to put the unit back together, they did not have the proper parts. The two installers told me they had to run to the store to buy some parts to complete the install. I asked the installer who claimed to be doing this for 17 years if there were any additional safety features that prevented carbon monoxide from backing up into the house. He responded and I quote, "There is no carbon monoxide in fire or smoke". Scary. When asking questions about the cap, he said, "I have to do it like this, see how the other chimney caps are on your neighbor's roof?" He then points to a PVC vent on my neighbor's roof. I stated I sure hope your not doing it like that as it has nothing to do with a chimney or a cap. The installers did not turn on the unit, burn any wood, or make sure it was functioning properly. When asked, they had no knowledge of how the unit worked and stated for me to read the manual. Seventeen years of installing inserts, one would think you would have some knowledge of how it worked? Of course I'd read the manual. The unit had problems immediately. Severe smoke damage either due to a bad glass door (or more likely faulty install & poor air circulation), moving parts, gaps in the frame for ash to fall down by the blower, etc etc I contacted Dan, the owner who made several excuses including his sales associate Allan trying to over deliver for the sale, language barrier of installers, admitting the unit might have "kinks" to be worked out, & more. Even after a representative came to my house, took photographs, admitted severe problems, pointed out additional problems, I received no response back from Dan for 3 additional weeks, and I had to contact him. He just shrugged me along to John. John is about the most unprofessional human being you will ever meet. Tried to blame the problems on me for burning cherry wood saying cherry wood is not listed in the manual. (Manual lists examples of hardwoods and softwoods. It gives 4 examples of each.) I explained those are only examples of hardwoods and softwoods on page 12, and no insert would tell you that you cannot burn cherry.... a popular hard wood. He then tried to blame me for using the wrong cleaning product. Continued to just make excuses, and then tried passing the problems back at the manufacturer. How did it end? More weeks of being led in circles. I explained to John I was going to post poor reviews, contact the BBB, and use other resources available to consumers. John then called me, screamed that he would lean my house if I disputed my credit card charge, and he would sue me if I left one negative review before hanging up. Nice. Product with possible "kinks". Terrible install. And bully/threaten your customers. read more

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What a joke..... Called to have someone come out to take a look at my fireplace to see what can been done to repair my bricks around my fireplace.... The person I spoke with asked for photos of where it was cracked, so I sent the photos over to them..He said he will call me back and nothing... Is this seriously how you do business???? The customer service level is horrible... Wouldnt recommend them to anyone!!! read more

Thank you John for all your help... You went out of your way to help me. I will be back to get my new fireplace! read more

I moved into a 40 year old townhome that had an unusually small two opened side wood burner fireplace. I requested that it be rejuvenated and converted into a gas only glass log firebox. I was more than pleased with the finished work and service. Matt, my service provider, was punctual, polite, conscientious, COVID compliant, very neat and informative. He did a great job and explained his action and gave us a thorough Operating tutorial. Thank You Matt you earned the Five star rating above. read more

NO STARS!!!!! Do not patronize this business. We, too, experienced Bill at Southwest Fireplace. He is both rude and unaccommodating. I think he has a problem with women as he did not return my call, but did speak to my husband. At any rate, there are many businesses that provide the same service; choose one of them. read more

0 Stars if possible! Frankfort Store Very disappointed with service from this fireplace store. Called a few weeks ago about replacing thermal couplings and they said there's a bunch of different types and that I would need to bring the thermal couplings in. So, I thought I would do better and bring the ventless unit into the store & have them install it and check out the unit. The sales person became flustered and said they would need to go to the home. They were three weeks out on repairs. I was surprised because I was hoping that they could just replace the thermocouple themselves and check out the unit at that store. No, Nooo he says they don't do that. He he asked where did I live? I said nearby. Then he's like why don't we just come to your house and make the repairs there. I said what's the difference between making the repairs at my house or doing it in the shop. He just mumbled something that didn't make sense. Then he said he never heard of the company that made the unit so he couldn't do the repairs??? It seems to me this Frankfort fireplace store just wants to make service calls and go to your home so they can make more money. How could they not fix the unit in their shop in the back. I would've left the unit there and waited as long as they needed to have it repaired. What could possibly be the difference between fixing something in their shop or at a customers home??? Very dissatisfied customer! read more

I'm going three stars on this one. The store is very inviting and the staff is knowledgeable and friendly. But the pricing on everything here is about double what you should actually pay. I bought a log lighter to put in my fireplace and a log rack to burn the logs on. It seemed pricey at the time, but I figured its just what the stuff costs. That is until I stumbled across the exact same items at Home Depot. They were literally less than half of what I paid at Southwest Fireplace. So there's' that. I can't comment on their service, but I will do some price comparison before I blindly have them send a guy over. read more

This is one of the worst businesses I have ever dealt with , and I am a builder so I've dealt with many . I bought a gas stove from them years ago for $3400 and first season , the igniter went out . After loads of back and forth,they were only willing to send a service man out to fix , at my expense , so I just figured out how to replace the igniter myself . It's a well known joke among the building community how ridiculous this company is and I tell every homeowner to stay clear . I built a house last year for a customer who had already purchased a gas fireplace , maybe 6 months before she needed it . It just went out and when she went back to southwest, they wouldn't cover it , even though it was in her home less than a year .....it was over a year on the receipt as it was sitting in her garage for 6 months. Another disgruntled customer. I ended up working on it with my electrician and found out it was the transformer and ordered one online. The staff are generally salesmen , and know next to nothing about fireplaces therefore are only concerned with getting that service man out to you and get that meter started. There are simply too many other more alternative business with good customer service and more reasonable prices . read more