I needed just a piece of flu. Turned out to be complicated. Evan was wonderful and patient. Not a given since this was the third place I tried to get the part. The last one told me it doesn't exist Thank you. read more

Very professional and honest. Great choice for fireplace/ purchase and repair. Have used them 15 years. read more

My wife and I used them in 2018 as this review is long over due. We came in showroom to place a order for a gas fireplace, it took about a week to arrive, and the install was quick. We are extremely happy with the facility, top notch customer service, and quality of the products. I highly recommend this company for your fireplace needs. read more

Good selection. Big fireplace showroom with lots of Gas & Electric Fireplaces to look at. Friendly and Knowledgeable Staff.

Do not understand some of the bad reviews of Steve Maxoutopoulis at Energy House. I needed some parts for our fireplace insert. The insert is 15 years old and other sources could not find the parts. Steve not only acquired the new parts for exact replacement, but had them delivered within a few days. Steve has been in the business for several years and really knows his stuff. In this day and age, that is a firm recommendation. Sure, prices have gone up as result of restricted energy polices of the Biden Administration and great expansion of the money supply and low interest rates by the Fed since 2020. Yes, elections have consequences. read more

I want to thank Steve and owner Ryan for making sure we got everything we needed in place for the electric water-vapor fireplace in our remodeled home. While it's very new technology, I feel great buying it from Energy House, and knowing they'll help with any issues that may crop up. This is why you don't buy things from random websites like Amazon or Wayfair. Poor guys had to deal with our GC and whole family traipse in and out of their showroom all day today and were really nice the whole time. Highly recommend. read more

Rude and unprofessional. We were looking for a face lift for our wood burning fireplace. Looking to see if changing the door would be good, or if we have any other options. The lady sitting by the entrance said she doesn't do does because they always screw it up (I guess they don't know how to measure things). Suggested a has insert. We asked if being an insert if there's any thing else she'd recommend: she replied that she has a pile of work on 30k fireplaces and not gonna design our fire place :O I regret I wasted 30 min of my time in there just to hear that rude response. read more

This started out to be a good experience but quickly turned out to be a very bad one especially with the sales guy being incompetent. So this what happened. They shipped us the fireplace and till upon delivery didnt say that one of the parts was on back order. When we did eventually recieved our order we found out that we were missing a part. We contacted Steve and he said it was our fault. Upon repeated telling and saying I would buy a new one they found they shipped a wrong light kit and thats why the part was missing. Now when asked when we will get it because we have a granite wall to be covered he becaome mad at us. I am not sure if this is the way you want to treat your customers. Very very unprofessional. this was thier own mistake and Steve started shouting at us. Really? Look at Jae P reviews too. read more

I would give a zero star if I could. Incompetent staff who does not own their mistakes. They don't even know what the code is, they let the customer do the research, then they cannot stand by their recommendations. Avoid this place at all costs, once you sign the deal they will stop taking to you. If you end up working with them (because you have no other choice), make sure to negotiate the pricing terms as they want you to pay upfront 100% without even finishing the installation and the firing up, which gives you no leverage if there is an issue. read more

It was time to have a gas log insert put into our existing fireplace. The cost of a cord of Oak/Almond is well above $300 and the Santa Clara valley increases the "no burn" days every year. The technology now is amazing. I ended up at The Energy House because they are located right in Campbell and they carry an extensive inventory of the top rated brands. After much research on the internet, I knew that if I was going to do this I wanted an Xtrordinair fireplace. Having already been using a fireplace for 16 years, I wanted it to look a real as possible. I wanted new technology. And, I wanted something that was going to last many years without someone having to come to my house to fix it all the time. Our salesman was Steve Maxoutopoulis at the Campbell store. Very nice to work with and the price was very competitive with not only other stores, but the internet, as well. The installation. Well, this is where this company really gives the homeowner peace of mind. Cesar and Rafael were the team that I had met when they did an initial inspection to talk about the installation process. After that meeting there was no doubt that I wanted these two to complete my installation. What incredibly polite and knowledgeable men. And, very respectable of my home. They would not come into my house without first removing their shoes. I have posted some pictures...which will help others see what a great job they do. Thanks, Energy-House!! read more

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If you walk in ask the name of the person helping you. If his name is Steve, please turn around and find another place to shop. I never had been lied to by a store like this before, but I won't ever walk in that shop again. Be aware, worst customer service from this man I have ever had. There are a few bright spots, the installers were good people and that is about it. Good luck in your search, but run from this place! read more

So. Very. RUDE. Quite possibly the rudest rep I have ever dealt with (all industries considered) at any time in my entire life. In trying to arrange for service on a fireplace I had bought from Energy House, the response I got was slightly confusing..."Are we servicing one or two units? If we need to service two units there is a service fee of 225 for one unit and 60 for each additional." ... leading me to believe that maybe there is no charge if it's just one? Additionally, because my prior service call from Energy house had, in fact, been no charge, my response to the email was just this question: "There is a $225 service fee for my fireplace even though I bought it from Energy House and it's no longer working?" Here is how the rep responded to what was a simple question -- kid you not, I've never had a more caustic monologue to a simple, straightforward, one-line question. You be the judge as to whether you would like to do business with the people at this company...."Can I ask you a question? When you buy an appliance from a store do you expect that the appliance should be warranted for life? When you buy a car do you expected that the warranty should be a lifetime warranty? You purchase this unit so long ago we don't even have the original work order. If you don't think it's fair to pay for a service call for your fireplace that our technicians have to provide for you then I can only offer a referral to someone and you are welcome to contact them. We are a business and sell and service fireplaces. If we did not provide service and a service fee we would not be able to have a service department. We honor all of the warranties even longer than the manufacturer does most times but this is way far out of warranty and there's no reason why you should feel offended that we are charging for a service for your fireplace." She read all that malice into a simple question. Simply stunning. read more

This place has the worst service on the planet. They might be very responsive to a sales call but a service call....forget about it. They NEVER pick up the phone so you're stuck with their message machine which states, "this is the busy time of the year so it could take up to 24 hours to receive a call back". HA!!!! No call back after 24 hours. Over a week to get someone out here. $195 put on my credit card BEFORE they will make an appointment. I would urge you to look elsewhere for a fireplace. The one I bought from them is crappy. read more

Terrible ... Will not go again. Not responsive after you completed the purchase - you have to come to the store to get simple updates. Multiple Delays , missing parts , additional expenses due to sloppy ordering, mix-ups with their warehouse ... For the amount of money involved you would expect at least the bare minimum ... Think again. One of the worst business in the area. read more

I purchased a fireplace and mantel from The Energy House in Campbell, CA in April 2017. We had numerous issues pertaining to the installation with the fireplace and mantel. Three years later and now the fireplace needs to be fixed (corrosion and extensive wear not related to use). The Energy House is claiming they did not sell us the fireplace and rather it was their fraudulent sales representative (Steve M.) that did this "off the books" (unbeknownst to us), having sourced the fireplace from another dealer. When asked to rectify the situation, the owner of The Energy House (Alan K.) acknowledged that his employee did the wrong thing, but refused to take any responsibility (unjustifiably using foul language in the process). read more

Our house burned down to the ground 2 years ago & our fireplace was installed by CA. Window & Fireplace. After the 3rd time it quit working, they wouldn't even return our calls so we decided to return the unit & buy it elsewhere. We went to Energy House & Amy was our contact. She was thorough, professional & knowledgeable. We decide to go with same unit that we had. Ca. W & F showed up to repair the unit & we said we wanted to return it. The service guys called the office, said they couldn't do it that day, but would come back the following week to remove the unit. So we went ahead & paid the deposit for the new unit, waiting to schedule the removal of the old with the installation of the new. The next week we were told that Ca. W&F wouldn't accept the return. Energy House was more supportive & professional with a 'Non-Sale' than Ca. W&F was after a sale. I wish our contractor had gone a block down the street and bought our fireplace from Energy House, as they obviously appreciate & know how to treat their customers. read more

I wish I would have read these reviews prior. If you're looking for a full service company that care about you then look elsewhere. You would think spending over $11K on a new fireplace they would make sure they help fully complete the project but you'd be wrong. They gave me a quote for installing a chase pan but later just reneged and said they won't do it and good luck getting any help with it - all you'll get from the sales lady is a bunch of I told you and blame instead of genuinely wanting to help their customer. Their install guys and service are nice so a star for that but otherwise really disappointed and regret going with them. read more

If I could give less than one star I would. And ill informed and in competent woman waited on me and I use the term loosely She was scattered. She knew nothing about the products. I went to the competition and had great service read more

Went to the Campbell store as they have a large selection to view. Friendly and helpful sales people. Sure, can have it to you in two weeks.... Two weeks came and went, but got a call and scheduled an installation day. The morning of the installation, received a call that they're missing parts. Rescheduled for two days later, unfortunately had to take half-day off for that. Morning of, got a call an hour after scheduled time that they couldn't make it until the afternoon. Pushed back and got an installation time in an hour. The installers showed up as re-rescheduled and did a fantastic job! Clean, efficient, and took time to walk through operation and answer any questions. Ok to do business with if you're willing to put up with delays and reschedules which they seem to think is just fine. I don't, thus do not recommend (or do recommend you put a performance penalty on their delivery commitment before purchase). read more

I was looking for a part for a unit I bought several years ago. And since the parts department never returned my call I decided to drive to this location. Opening time, two sales persons in the store, staring at their computers. I am given the runaround that I need to contact the parts department , even after I explained that I am here because the parts department can't be reached and won't call back. I am told this is a retail location and the company asks them to not help customers with parts. What kind of customer service is this ? The company rather have two people on payroll doing nothing than trying to help a customer ? This Customer who will not recommend the company now. read more

I wanted to really have a great experience. The reality was somewhat different. Very similar to a previous reviewer, it all started off great. Went to the showroom, saw a great outdoor fireplace and lock in there and then to have someone come out, measure and quote us. Next day nothing. A phone call follow up and a "oh yeah" was followed by the visit. Still all ok. Get the quote and sign to move forward. Needed to have other items co-ordinated and we did that but complaints from other contractors working with them was continual. They didn't turn up when agreed, never responded to the other companies and just made mistakes. When it was finally their turn to do the install, we are told it will be over a month delay due to other jobs. Err no you said 4 weeks end-to-end. Managed to get them to agree to get some work done. They do their first part, next company comes to tile it and said, no way they can work on this. Its messy and sloppy. Other firm have to sand and "clean up" the messy work. But its done so EH now need to come back to install brick work. Nope another 4 weeks out at least. I then state I am going to get another company to do it so take off quote and magic, they can come that weekend... So that part gets done. Their next crew has to then come and install the burner. They come and oops they didn't cut the hole large enough for the burner. Errrr is this the first time doing this? So other crew comes back to do the cutting. OK now its ready. So next crew come back to install the burner. YAY its fits. Oh wait, we forgot parts. Sorry can't do. Will be back in a few days (seriously?) A few days later they finish their part. I rarely ever give such strong feedback but this experience has been painful from start to end. Very disappointed and really wish it had gone better. read more

Today, I went with my friend to the Energy House, and he received zero customer service. In fact, when he got the chance to ask a question regarding whether they had gas stoves. The man simply answered:"not on the floor" and said nothing else. Then he turned abruptly away from and left. This customer service is below any retail store. They were downright rude. read more

Very bad customer service. Would give "0" stars if possible. I spent my Saturday there looking at and picking out a fireplace glass door. Linda did not seem to know much about any of her products since every question I had she had to defer to guy sitting next to her. I was told I'd have quote from Linda by Tuesday. 2 weeks passed and no quote. I called and was told I would definitely get in a couple days. Surprise surprise it never came. Like most people I don't have a lot of free time. If I spend my free time coming in ready to buy you should at least follow up promptly with a quote. To do otherwise is simply unprofessional. Save your time and go elsewhere. read more

Was referred here from a manufacturer. Stopped in the store to try and find some replacement parts. Provided all the information to the sales person and was told they would contact me with additional information. A few days went by and I hadn't heard back. So I called. Was told they were waiting on information from the manufacturer and they would call me back. I'm thinking, what are you waiting for? I already provided you with all the information, which I received from the manufacturer myself. Again a few more days goes by. No call, so again I call to get the same runaround all over. So, I said screw this and called the manufacturer again. I requested the contact information for another distributor/ sealer of their products. Called the new place, was given the information and pricing right away. I ordered what I needed and get great service within two phones calls! Customer service is everything, unfortunately some businesses forget that aspect of things. read more

I reached here at 2.30 while the closing hours were till 3PM. There were 3 representatives (of which 2 were helping customers). The 3rd one disappeared all of a sudden after seeing us. None of these had the courtesy to check with us what we were looking for. At 3pm, finally i asked them if anyone was going to help. And these 2 reps reacted as if they didn't knew we are waiting for them to get free and were rude in still not offering any help. Infact told us that its past 3pm and asked us to book an apt. This is all after i reached the store half an hour before closing. Personally, i smelled racism here in not helping me and my family. read more

I had a gas insert installed by Energy House after (Rafael) of Milpitas gave me a quote on October 24, 2014. The insert was installed on November 4, my pellet stove was removed and the gas insert installed. The guys did a great job. There was no mess to deal with and they removed the Pellet stove with great care (no scratches on hardwood floor). On November 10 they returned to install the safety screen,which had been backordered, over the insert so animals or children couldn't burn themselves if they touched the glass Energy House is great in my book. I couldn't be happier. Barb read more

I visited The Energy House on November, 30, 2015 to shop for a set of gas fireplace logs and burner. I was waited on by Amy B...y* The next day I called her to ask some follow-up questions and she was extremely short with me, and even had the temerity to say, in a put-down tone, "I spent a lot of time with you yesterday." Of course I spent the same amount of time with her, and I had to wait 15 minutes for that privilege after driving a half hour to get there. Today I bought the system elsewhere (over $1,000 worth) for several hundred dollars less than what she was quoting. I will never shop at The Energy House again. *Energy House called me and asked that I remove her last name from this review; I have done so. read more

We visited the Energy House today and walked out within 5 minutes of talking to one of the sales associates. We were looking for a screen door for our wood burning fireplace and instead received a lecture on why we should not have a wood burning fireplace, its uselessness and why it ruins the environment. Everyone is entitled to their own opinion, however, as a customer, I had hoped that rather than give a judgemental speech on why what I'm looking for is wrong, perhaps customer service would kick into place and help me find what I asked for. We will not be returning. The good news is that Warm Elements and California Window & Fireplace were more than helpful and supportive and around the corner. read more

Earlier this year I purchased a Travis gas fireplace insert. Jon Z. was very knowledgeable but I think he got a little impatient with me, probably because I ask a lot of questions, but to his credit, everything came out exactly the way he said it would. I used their recommended contractor to install the plumbing for the gas and electricity and tiling around the fireplace opening. They were excellent. They had to come back a couple of times because of unforeseen issues and the job came out exactly the way I wanted it. Next Caesar and Rafael came to install the unit. They were both very professional. Caesar was amazing. He came back 3 times to finish the details the way I wanted and he took all the time necessary to explain how everything worked. I wish all contracted jobs around the house would go this well. I was, however very disappointed the review by David B. Eventually I know my unit will need repair. I hope that The Energy House will take heed of his review. After sale service is important. read more

We purchased a fireplacextraordinair here several years ago. The first year it worked fine, other than some buildup inside the glass. By year two we discovered that the fireplace would need annual maintenance (they didn't support our model anymore) so we had to hire someone from out of the area to make an annual visit. We've had ongoing troubles getting it to light and burn without multiple attempts etc. Looks beautiful when it runs... but a pitiful example of product design and support. Another selling point was Made in the USA.... by a family-run business. Our family should have run. read more

For our remodel we wanted to install a gas fireplace in our home and started to looking online and did visit several fireplace stores in our area. We went to the Energy House in Campbell and met with Jon Zavorskas who was very knowledgeable, answered all our questions and spent additional time making sure we were satisfied with our purchase. We purchased a Fireplaceextrodinair 6015 HO GSR for a great price which included installation. Installers were timely, friendly and agreed to come back and install after a framing error was corrected. My first choice is always buying local and your able to get better pricing and service! read more

We had a terrible experience trying to get our fireplace repaired with the Energy House over 12 months to get 80% of our money back. After a technician provided the Energy House parts rep John Houton the model number and serial number in early January 2013, he sent us what he said were the correct parts. After 10 months of a non-responsive John Houton who didn't respond to phone calls or emails and sending two technicians to our house, we finally contacted a person named Ryan in October 2013 who we were told by the Campbell store managed the operations of all the Energy House stores. It was like John Houton was delaying just so we would go away. Ryan told us repeatedly that he had spoken with John Houton and had instructed him to resolve our problem. The third phone call with Ryan he told us we should get a refund after returning the parts. After another month and a couple of more phone calls with Ryan, he said in November 2013 we would have to pay 20% to return the wrong parts. I explained to him that several of the fireplaces in our condo development had been repaired without any problems and asked him why we should have to pay for the wrong parts that John Houton sent us. He basically told us to take it or leave it. So after paying $461.02 for the wrong parts and 11 months of our time, we were required to pay 20% for their incompetence and that refund was applied to our credit card in December 2013. Obviously, we would not trust them again after experiencing ethical issues and incompetence top to bottom. read more

We ordered an electric fireplace for our unit and everything from start to finish was a great experience, despite a minor hiccup. Our sales person Amy was really helpful in the store, giving us a lot of information and just making the whole process really smooth. Our installer, Samuel & his colleague were fantastic as well. Super professional and courteous. The log set that came with the fireplace ended up being faulty (one of the logs wouldn't light up) but Amy helped take care of that for us right away with no fuss or muss. They worked directly with the vendor to get us a replacement out within 2 weeks and Samuel came back to get it installed for us to make sure everything was working properly. Product is great but the customer service in every aspect is what makes me a huge fan. It shows me any misshaps are handled with ease which made the entire process less stressful. And we also love our new fireplace! read more

I seemed to have the same experience as other reviewers in that a woman helped me who really had no knowledge of the products, e.g., she was unable to tell me the difference between different brands (that they carry) other than that some face plates looked different than others. I left with no more knowledge than when I came in other than that I would not be purchasing from this store. read more

The Energy House and especially Steve get 5+ stars for the initial installation. Steve did an amazing job helping us to determine where we should place the fireplace given the restrictions of where the TV could be placed. He truly helped us through this with lots of great advice. He also did an amazing job coordinating our installation with our contractor. It was a bit complicated because the framing needed to be updated but he helped the contractor understand what needed to be done. We truly truly appreciate his help through this initial installation and don't think it would have turned out so well without his efforts. Steve's a pleasure to work with. We'll try and provide another update after the final set-up is done -- they'll come back out to start up the fireplace and set-up the media kit. read more

Had a great experience with our new converted gas fireplace insert! The selection was large and Jon V. was very knowledgable and had great suggestions. All the installations (gas line, insert) went smoothly, they were timely and clean. No complaints here...great selection and service. read more

We had a gas insert installed in our existing fireplace and we're very satisfied with the results. The staff at The Energy House was professional and very helpful. They helped us choose the best model, and did a great job with the installation - including a custom faceplate that they had to make fit into an arched brick fireplace. read more

The Energy House was a a great place to get both our insert fireplace and gas log set. Steve and the staff were amazing. Steve helped to design the wall in our bedroom that our gas insert went into. His design and the insert are beautiful. We also transformed our living room with a beautiful gas log set. Steve was very committed and wonderful to work with. We recommend the Energy House!!!! read more

Really pleased with the product and the customer service. Their sales specialist, Amy Barthelemy was really helpful in the store, giving us a lot of professional feedback to choose the best match for our need and just making the whole process really smooth. Fireplace arrived quickly. The fireplace now looks lovely in our new house! read more