There are a few things you want when shopping for a fireplace. 1) Knowledgeable Sales people 2)…read moreGreat Price 3) Great service during and post purchase. With that said, Ember Fireplace was all those things and more. 1) Knowledgeable sales People - Keith and Martha are like no other. Ember fireplace was the 7th place we visited (because my husband is the type of person that needs to SEE EVERYTHING before making a decision) and there is a DISTINCT difference in knowledge that this pair has versus anyone else. They answered all of my husband's anal questions and were able to provide education above and beyond anyone else. When Keith come over our house for measurements, he help adjust our fireplace design to optimize the air flow and heat from our unit, we didn't get that type of feedback from anyone else when we showed them the design. Genius! 2) Great Price - Beat all other places we went to! 3) Great service during and post purchase - Martha kept us in the loop on timing of our delivery (which took a while from overseas). Keith was fantastic with the install, doing and redoing anything that wasn't perfect, adding stones and being patient with me and I angled them over and over. If you are in the market for a fireplace, and you want people that know what they are doing and are a pleasure to work with, this should be your first and only stop. I'm happy to be done with my fire place, but even happier about my experience with this team.

I rarely leave negative reviews , but this has been frustrating and just completely disappointing…read more Be aware! I was asked to do a 75% deposit back in Nov 2025 to be able to rush the fireplace for a Christmas install. After i made the deposit communication nearly disappeared. I had to physically show up to their showroom to get answers. Christmas install never happened. They promised January install, again, did not happen. They offered a discount for the one last chance on doing the "right thing" we gave them the benefit of the doubt and agreed to a February install... then again, no show no call! After that, i was promised a full refund within a week. No refund within the week occurred, after sending a certified letter, they returned half of the deposit... We're in April and a significant balance is still outstanding! Despite multiple follow-ups and patience on my end, this has not been resolved. I've now had to move forward with formal action to recover the remaining funds. I'm sharing this so others are aware and in hopes the company will resolve the matter promptly.

So I'm going to give this place mixed reviews for a variety of reasons. In reality its 2.5 out of…read more5 stars but I can only give 2 or 3 and since 3 is rated "A-OK" I will say its basically "ok". Read below for the details if interested. Nothing shady about this place, etc. from what I can tell.... but basically what it comes down to is bad (not poor) customer service that needs improvement. They did however deliver a quality product. My experience: Recently used them for a fireplace gas cleaning. It took multiple attempts to reach their customer service department who, frankly, wasnt very efficient in responding to my call, but was very quick to just book the service and provide details of what is involved in regular maintenance. I was at least pleased to get the impression they knew what they were doing and maybe the individual scheduling appointments was just having a hectic / busy day. At service, the technician arrived, cleaned the fireplace, and in general, did a very nice job. Thumbs up. However after he left (which was probably a little too quickly to try and run out the door before ensuring it fully works), we noticed a problem in that something electrical went wrong that had never happenned before (because our power had gone out and a circuit blew). We called to address the issue and it "needed to be discussed" before they would talk to us about it, The resolution was to send the technician back out. I however did not like the fact that we were initially dealing with a sales men who tried to blame us for doing something wrong when we were just calling for a regular maintenace checkup and after the checkup the fireplace didnt work (whereas it worked perfectly fine prior to the servicing). We should have been dealing with the service department, store manager, etc. Technician came back out, was once again very professional, looked things over and concluded there was definitely something wrong electrically but he wasnt sure what and that an electrician would have to review it. So back to calling the home office. After some more debate, they agreed to send an electrician out to review. Electrician did an excellent job, figured out that something went wrong (clearly after the maintenace but didnt say why/how), and promptly fixed it. Thumbs up to the electrician. However then they tried to charge us for the service after having previously agreed that they wouldn't unless major work was needed. In the end though they held to their end of the bargain... just it wasnt a very pleasant experience... but we do realize that sometimes mistakes happen and hopefully that was just the case in the first technician doing something accidentally that caused a problem. At least now everything works and is back to normal. Its unfortunate they had to make 3 service calls but because they did (and despite the bad customer service), next time we have a problem or require service I will still give them an opportunity to earn more of our business. This could work out for them in the end anyway because we are considering changing the fireplace mantle, stone, etc. and I really know of no other place to go than East Coast.

Scammers! Quoted $266 to repair a "bad igniter". Then bumped it to $2200 upon arrival and didn't…read moreeven have the proper replacement. We called another company who replaced the igniter for $400. Stay away!

Run like hell. This cost me over a thousand dollars to fix the issues caused. Not only did I get…read morethe worst possible stove to heat my house, but when I complained that it didn't even heat the room it was in, the owner got extremely nasty and condescending. I had an old stove that heated the entire house and was assured this one would do the same, if not better. After installation, looking through the manual supplied to me, it said the stove was only meant to heat the room it was in!!! I told him I was preparing to heat my house USING ONLY THE WOOD STOVE, as I believe gas may skyrocket in price. He told me that he had a restraining order against him, and I should have listened to my gut instinct. The conversations I had with this person were all in front of cameras around my house, so I can verify that every word I say is true (if I need to, I have a habit of forgetting to turn them off in the morning). When he refused to take the extremely undersized stove back, "Leave the door open, and just don't tell anyone I said that." Then, on the phone, I had a conversation. He got extremely condescending, and my heart started racing from a verbal attack I started to shake. It is my opinion that you shouldn't let this man anywhere near your wife or children. He said I do not need permits, and I should not have listened. I will go to the town next week and ask for assistance in this matter. I am buying the proper-sized stove from another company and selling this stove. I will see what they have to say about this situation. Also, since there is so much evidence, the story will be told in a documentary about companies putting profits before people. I bought the heavy-duty fire insert to prepare to heat the house only using the stove, and a repair needed to be done. The new company told me it would cost me twice as much because it should have been done at the time of the installation. So they didn't get that right either. They tried to blame me, saying I sent them info on a stove I was looking at and they went by that. I was researching and checking options when I called them and they said Send us what you are looking at and did not know a thing about new stoves. it was a research stage. They are the experts, not me. I was relying on their expertise which is why I called them. He said this stove is as good if not better; it is on tape. The manual clearly stated the opposite.

Brian and Sharon and all the guys at Chimneys RX are amazing. They are really knowledgeable and…read morecourteous. It was a pleasure working with them. Thank you so much!

Our stunning 72" electric fireplace was less than a year old (months ago) when it stopped working…read moreand we were not able to turn it on. Contacted Ignis and did not answer phone or respond. Filled out warranty info properly and submitted. No response. Hired an attorney who sent letter to contact us. No response. Attorney sent certified letter requesting they contact us and provide name of someone who could service the fireplace and help determine what was wrong. No response. This all in the past 8 weeks. After changing batteries in remote numerous times within days, we noticed the light would remain red and shortly their after would not go on. We came to a conclusion that we had a defective remote. However, could not find a replacement and Ignis ignored us. After research, located someone with an Ignis electric FP and they let us borrow their remote to see if it worked on our FP. We are thrilled that it worked and we took a photo as a reminder that TODAY it turned on. Returned remote to owner and are now praying that we can locate one somewhere or that Ignis will step up to the place and replace our defective one.

I would not purchase from this store. I purchased a product from them back in December and…read morereturned it as it was not what I expected. They received the product back in December and I have yet to receive my credit back of around $1,800. Several emails were sent and they replied with accounting was notified. We are now in October 10 months later and I yet to see my money credited back. I have been in contact with three different people, and no one has helped.

fast and efficient, plus friendly service response with questions answered professionallyread more

Very respectful of your property. Meticulous and knowledgeable about chimney repair. Hired them…read moreto repair my chimney flue with Heatshield. The crew were very responsive to questions asked and about the process. Showed photos of the process as they worked. They went above and beyond to provide quality service and workmanship. Highly recommended.

I am to old to do the thing I could do at one time, our gas fireplace was not lighting and I was…read morenot able to get on my knees and get the job done and then I found these guy. Matt & Scott came over and cleaned up the fireplace were very neat answered question and were great. I hope I will not need them again but it is great to know they are there. Thank you guys, it was so nice to put the fireplace on when we had some cool nights

This company is awesome. They delivery what they commit to in a timely manner. Their staff is…read moreprofessional and friendly. Installation was perfect. I would recommend this company to family and friends.

Such a relief to find someone who actually knows what they're doing. Highly responsive and…read moreprofessional. Wish I had found Shane first, but absolutely the go-to guy for future service needs.

Overcharges every time. $300 to light my pilot light? This is crazy especially when he did it…read morebefore the winter sesson when he changed $600 to check my fireplace.

They converted our unsafe wood fireplace to a gas insert fireplace. They had a lot of options for…read moreus and we were able to get just what we wanted. They were very professional and I felt comfortable with them installing a new gas line and the insert. They got all the permits and inspections. I would highly recommend them.

Obviously the store doesnt care about opening hours since theyre open whenever they feel like it…read more(just showed up and the place is closed). Bad for business since some people like me drive from further away..