Completely unethical business. DO NOT DO BUSINESS WITH THESE PEOPLE. They did a faulty job installing a wood stove, would not come back and fix it and stopped answering our calls. Literally resulting in a chimmney fire!!!!! We could have been killed. Our house could have burned down!!! Several other companies came and ALL agreed this was a faulty job. I should have read the reviews. read more

If you want a hassle, run around, complete disrespect of your time, zero communication and a migraine this is the business for you! I should have known from the start with a rather incompetent salesperson who i had to literally help along the way asking for lead times, dimensions, even constantly calling to track her down to pay her. (What salesperson doesn't jump on a payment?!) Our install and maintenance was scheduled 10/19. An hour before our appointment we were called and informed our hearth pad was not in yet. Fast forward to today, our appointment was scheduled for 2pm. We called the store constantly for info, all going to voicemail. Finally, an hour past our appointment time we get told "they should be on their way or will be soon but we'll call and check and WILL CALL YOU RIGHT BACK". 2 hours past our appointment time, no call back, and I've constantly called again for answers and everything is going to voicemail. The guy doing the service did finally call and is more than willing to still come and do the work for us today. And this is the abbreviated version. It has been nothing but voicemails, no call backs, zero respect for anyone's time, just a living nightmare. Maybe they are suffering growing pains. All these 5 star reviews didn't come from nowhere. But hire more staff, train them properly, and for the love of God COMMUNICATE. ****ADDING to share that after our install on the way out the delivery guys backed over our brand new septic system leaving huge ruts for us to repair. We were so frustrated with the situation we just spent half a day raking them out ourselves. We were informed by the delivery staff to wait for a phone call from the store for our final bill. TWO MONTHS LATER on 1/2 we finally received one phone call and one email with our final bill. Which they back dated to 12/2. For service on 11/2. We called once again repeatedly to pay, but nobody answers the phone. Then we get notified that if we don't pay immediately we'll be responsible for finance charges. We did finally get a phone call back, and not from a Manger or Owner as we requested. Just the original sales person. When I brought up any of our concerns they were just dismissed. Basically give us our money and shut up. I was more than willing to have a civil conversation about how our experience went. There is no denying this is not the way a business should be run. I would have loved an opportunity to discuss where they fell short. What could be done to improve the process for other customers. They simply don't care, have no interest in making anything right, and see customers as a nuisance. It's been a long time since I have been so utterly disappointed in a business. read more

The first visit in January 2021 (scheduled in December) to replace a valve & the fireplace unit worked for a day. Called the company & it took another month to return (2/13/21). This time a circuit board was replaced & the unit fired up & worked for a week. So 2+ months, 2 visits & $700. later & the "management" has decided they do not want to return to address the original problem which is the pellet stove does not ignite the wood pellets. It's shocking I'm not allowed to be annoyed let alone express it to the company but it's even more appalling they have chosen not to stand by their work. I've read some reviews where the Fireplace Company gets good marks. I'm one that has nothing good to say about them & they are totally okay with a disgruntled customer. They should be ashamed that they do not guarantee their work read more