As the four star rating indicates, we can recommend The Fireplace People to those looking to purchase a freestanding stove. The crew in Mamora are friendly and knowledgeable. The chimney company associated with The Fireplace People and The Fireplace People installers were extremely professional and did an excellent job installing our unit. I am writing this somewhat lengthy review in the hopes that those purchasing a stove from this business will avoid a couple of the pitfalls that we experienced. 1. Timing and coordination: The propane stove that we ordered was to replace an older propane stove that was literally on its last legs. We ordered the new stove, a Hearthstone Champlain, on January 2 but it wasn't installed until March 15. While The Fireplace People have you use 'their' chimney guy and they have their own installation crew, they coordinate in a less than optimum way. The chimney company schedules its work and, once completed, notifies The Fireplace People who then put it on their schedule. In our case, this led to a 3 week delay in the installation. In addition, the opening to the chimney was not what the installers expected when they arrived to complete their work, so they had to go pick up extra items before they could begin their installation. I would encourage you to have The Fireplace People schedule their installation when the chimney work is scheduled, not when it is completed. 2. Misunderstandings over optional equipment: We were surprised to find out after the installation, that the unit did not come with a remote control even though the brochure The Fireplace People provided us with states clearly that the Champlain stove includes a remote control and that it's the blower which is optional. A remote is also listed under the brochure's Features and Benefits and on the back of the brochure it states that "All of Hearthstone's gas products are remote control operated." We found out that we purchased a Champlain 3 and that only a Champlain 2 comes with a remote. We weren't even aware that there were different Champlain models. You need to be sure to communicate clearly about options and confirm in writing what is and is not included. I want to emphasize that when I spoke with John at The Fireplace People he apologized for the misunderstanding and agreed to provide the remote at no extra cost even though he the model we ordered only included the remote as an option. This was more than fair and just what one would expect from a reputable company. read more

Adam & Gil were awesome in doing a service call.They were courteous, knowledgeable & treated my home with respect.They called when on there way.Could not ask for a better pair.A 5 star review from a fastidious customer.Angelo Palmieri read more

The technician was on time, prepared, and polite. This young lady demonstrated skill and thoroughness in reconditioning my fireplace. The unit is better than new. Best service encounter! read more

Excellent work ethic-great quality of work. Pleasant and easy to talk to . You won't be sorry read more

Great communication and service. The sales associate Reilly was very patient with me and when I called for help the man (i cannot remember his name) was very helpful read more

Everything was excellent. I called for 2 fireplaces to be serviced and I couldn't be happier.

The fireplace people just cleaned and serviced my gas fireplace. They were fast, efficient, and reasonably priced. Their service tech Adam was knowledgeable, personable, and clearly explained to me the repair that was needed (it was a faulty switch) and why. read more

Customer service is outstanding and so are the technicians! Adam came today and serviced my fireplace and was very efficient and meticulously clean when the job was done! read more

Selection and installation processes were great. When a small problem developed with exhaust a few months later, Derrick and Anthony came out and installed a baffle, eliminating the problem. They were, like everyone else we've encountered at The Fireplace People, courteous, efficient, businesslike but friendly, and thorough in their work. Very good company with very good people! read more

One of the best experiences. A contractor that wouldn't come by to give a proper estimate advised us to come here to look at wood burning stoves. Pat was the best, he was informative and walked us thru begging to end. We used our stove every night since it got cold enough. Highly HIGHLY recommend The Fire Place People. Plus their showroom has everything from Lips to Ass. read more

We had a service call to replace the thermocouple for our gas logs and we were very satisfied. They called to confirm, showed up on time, worked efficiently and cleaned up thoroughly. They also explained how to install a new remote control receiver so that we didn't have to pay for another service call for that work. They guaranteed the work for 30 days and we did need an adjustment, and they came back out with no charge. We bought this log set over 15 years ago and have only needed 1 or 2 service calls, but we're glad The Fireplace People are here to help. read more

We have paid them over $5,000 to fix our grill and still does not work. they will not respond to our emails. this has gone on since June 2022. read more

5 stars! best fireplace service we have had since we moved into the house 14 years ago. called The Fireplace People for second opinion and they fixed fireplace for $318. Other organization could not fix it tried to sell us new insert for $6000+. read more

Our gas fireplace wasn't turning on and since we had recently moved in we wanted it cleaned and serviced. They did a great job, above and beyond what I expected. But now this year I went to turn it on and it did not light. read more

Bizarre that some ratings are 1 and others 5. Maybe their actual hands-on service is a 5, but their customer service I agree 1. I called on Dec 3, spoke to a woman who transferred me to service dept. Left a VM for them to call me back. No call back so I called again on Dec 9. Told the woman I never got a call back. She connected me with Bob who said he had no VM, but could schedule me for 3rd week of Feb!! Seriously!?! And the woman couldn't have told me that up front a week ago?? read more

I've stopped here few times. I live at least 45min away. The customer service is absolutely Horrible . Every time I stop here they never want to help you they act like there to busy and your bothering them Don't ask them any questions they give you the run around . There supposed to be the experts but don't want to help you . Last year I stoped there to get some gaskets and they told me where to busy it's the busy season. Really That's why I came in Nope I won't do any business there ever again after my last visit I said to the guy it doesn't seem like you want to help me. And he didn't . Never again. Don't bother with them there to busy , read more

Wow! I just called to see about having my gas fireplace serviced and they said they're not taking any new customers...good luck with that!

We had an issue with a fireplace install and the customer service was abysmal. They do not return phone calls, do not stand behind what they say. Earl the owner, is completely unresponsive. Go to any other fireplace store. This is not our first issue with The Fireplace People. They just happen to have a monopoly in this area. My advise- go to another Fireplace company... even if you have to travel a distance. read more

We recently completed the installation of a gas fireplace. Pat was very helpful and acted as our point person. He is very professional and always provided quick responses to our questions. The contractors that The Fireplace People recommend are top notch and we are very pleased with the finished product. Inspections were coordinated perfectly. We would highly recommend The Fireplace People. read more

Just had my fireplace serviced and Ed was awesome! We had a problem with our initial service time and Ed made an adjustment in his time to make it work. While here, he explained everything he did and the fireplace is now running like it did 15 years ago when they first installed it! Thank you read more

Terrible customer service. Sales staff does not return calls. Took weeks to place order. Then doors came in wrong size. Was told it would be a few days to reorder. When we called the next week to check - was told again it would be a few days to come in - which tells us that they failed to order it the week before. When we followed up again - were told that installation was scheduled for the next week. Scheduled without consulting us! Gave 2 stars only because the product is good and price reasonable but will never deal with then again. read more

We bought a gas unit from them 11 years ago. It started giving us trouble so we went down to the store to buy a replacement. They told us multiple ways to save $ so we ordered what we thought was needed and scheduled installation. They were very honest about the waiting period in the height of the winter season. When the technician came and took our unit apart, he told us all that was needed was a repair and cleaning costing hundreds of dollars less. He also made our fireplace look even better than it did before and checked the esthetics with us before finalizing. And he was NEAT even though the weather outside was wet and sloppy. We promptly received a large credit on our purchase. Honesty, great workmanship and quality. What else could you want? read more

The quality of service is awful. My experience with The Fireplace People goes back 9 years to when they initially supplied a surround for my fireplace. The staff treats inquires into their products and services as a burden. What's more, prices do not correspond to value here. You'll pay a premium price for a cut rate product. read more

This place is so difficult to schedule with. It's crazy. You can't schedule maintenance easily through the main line. You either need an unpublished number or they call you back. For us scheduling took about a month. The guy came out and cleaned our fireplace. He told me that he vacuumed inside and may have disturbed the blower so we may get dust from the blower. In fact once he was finished and left we discovered that he did something and the blower was no longer working. When I called to ask them to have him come back, they instead had him call me and he told me to check the controls. Of course that wasn't the problem. When I called back again they told me that "there must have been something wrong with the blower". It had been working fine. Then they made me wait another month to for an open appointment. Nothing like customer service and fixing a problem quickly. Today was our appointment and the tech is off sick. If they can't get one of their techs to fit us in today then we go back to waiting another month for an appointment! Unbelievable! And again Cheryl told me that there must have been something wrong with the blower. read more

My nephew just moved into a home that had not been occupied for almost a year. He had the fireplace people come and clean and service his gas fireplace. Josh, the tech, was very thorough, professional, and friendly. He explained the workings of this type of fireplace and showed him how to work it efficiently. He kept the area clean. It was easy to set up the service appointment. I would recommend them to everyone. read more

An absolute delight to work with. We used them to install 2 fireplaces for a home we are building. There was wonderful communication throughout. They delivered as promised on-time and under budget. I would definitely recommend them. read more