They are sweet but very unresponsive and unreliable once purchase is made. I spent over $6500 on A fireplace on a Monday and was told by the distributor it be on its way by Wednesday. A week and half later I called tru lite and its was being held up. I would fallow up once a week cause chris sanchaz, the owners son (manager), wouldn't bother to update me. This went on for a month. Meanwhile there's and open whole in my living room with fireplace surrounding sitting there. All I wanted was updates so I too could inform my framers about when to finalize their work but only once at the 5th week did Chris send me an email the day before I called to learn it was on its way. The fireplace was missing a part and the one sent was the incorrect one, again I would have to be calling or going to shop to get updates. during the process I learned not to leave messages because they would not return my calls. I was never rude or upset during my communication. Finally the fireplace was installed And I asked Ruben, the owner, if he be able to turn it on and set up my logs. I be willing to pay him. he said he would get to it that day or the next. It's been 5 days he has been unresponsive. I'm at the end and so looking forward to finishing this installation. My plumber detected a tiny gas leak in the connections with some electronic device they use. I'm not taking about my gas line connection I mean inside the workings of the fireplace. Agaian Chris emailed me the usual response. We've been so busy but I'll get to it. I have programmed the remote, set up the brick panels and was about to conclude finish till gas leak. I'm a carpenter and done entire wiring in homes so I have some understanding of mechanics. I have purchased several fireplaces from perfection fireplace and they are highly responsive and thorough in executing purchase, installation and finalization of set up. unfortunately I need a fireplace size they had trouble getting for me so I went to tru lite. Y god that was a mistake and I feared it would be but decided to take my business to them. They were pretty much equal in price as everyone else just so unprofessional. I didnt want to repair that leak for fear of undermining the warranty even though I can fix it But we are tired of the mess in our family room. i paid For the fireplace around 3/5/25 and it's now 5/25 fireplace not done. I purchased the slimline fireplace from perfection 3/10 and finalized 3 weeks later. This is only my second post of a review my whole life and sad it's been a bad one. read more

After nearly five years living in our home. The fireplace in our living room has final found it's light. Couple of years ago, we had the first of three companies come at take a look at our fireplace. That company couldn't figure anything out. The second company made multiple attempts to start it up and again it didn't work at all. Finally! Tru-Lite came to the rescue in April of 2022. First off, the technician figured out the exact problem. Also figured out what parts to order and in the process got the master bedroom fireplace to work as well. The biggest problem wasn't with Tru-Lite but the manufacturer of the part. It took them nearly 10 months to get the part made due to a parts shortage. Technology can be a fickle beast. Now I'm not the easiest person to deal with, especially when it comes to patience of getting something finished and fixed. To say the office manager was tolerant is an understatement. Always in contact and listening to me venting about how long could a part take to make. Needless to say the moment the part came in, they came over to the house and got the fireplace running. It's been nice during the cold spell to have heat in a room that is constantly colder then all the other rooms in the house. If fully recommended this company. read more

Paid $400+ to have my Weber Grill cleaned. The technician was unprofessional and lazy. He exerted minimal effort during the visit. We repeatedly had to tell him to clean all parts of the grill. We needed to replace a part and he told us to contact him directly to cut out his employer from charging us an additional fee for the visit. We have been customers of Tru-Lite for years but will never use them again based on our recent experience. We lodged our complaint w/ the office but they seemed indifferent. read more

I want to thank the folks at Tru Lite Gas Products for overwhelming my expectations. When Ruben said they could restore a 40 year old front yard gaslight. Restore it, they did. Adam and his crew found and dug up the existing Gas line in a 104 deg firecracker red hot Texas summer day. Installed fittings, blew out and pressure tested the ratty old line. The gas line too old and beaten up by time to pass the test. Only because of their optimism, I proceeded with the project to bring it back to life. Long story shortened, Chris laid the new Gas line, replaced the existing Gas valve and painted the old pole and lamp housing better than original. I can't imagine my Gas light ever looked this good 40 years ago. Tru-Lite far exceeded my imagination. I love it. I love the bright warm glow of the gas light reminiscent of a time long ago. Great job and thanks to all- read more

Tru-Lite Gas Products - Grill Services Near Me - Houston, Texas

Hired them to clean our DCS grill in June 2020. They did a decent job and we were told new parts needed to be ordered. Specifically. Trays and ceramic rods. I asked them to go ahead and order them. I called every 6 week to check on their status. The only "parts" person is a cranky woman who isn't available until 2:00pm daily. She assured me 5 times that the parts are just hard to get, but they'll let me know when they are in. COvid related delays supposedly. NINE MONTHS into waiting, we ordered the parts directly from the manufacturer and received them in 4 days. When I called to cancel the order with Tru Lite, that same woman in parts told me that she didn't see an order or recall ever speaking with me!!!!! She was flippant and dismissive. Decent grill cleaning, but not worth dealing with the office. HORRIBLE customer service if you need parts. Suggestion: Employ someone that can be kinder, more efficient and can be there to help more often than 2-5 pm would be a good start. I will take my business elsewhere. read more

I would recommend not using this company. Their customer service is awful and so Is their fireplace service which had to be redone and still doesn't work. read more

Tru-Lite is the absolute best in the business! They'll be my forever go-to for fireplace service, maintenance and repair. Ruben is incredibly thorough and takes enormous pride in his work. Tru-Lite ensures that our fireplace is always "the heart" of our home! See below for a happy photo of my dog, Abe, after having *his* fireplace fixed! ;-) read more

Tru-Lite Gas Products - My pup is so happy to have his fireplace working again! Thank you Ruben! - Grill Services Near Me - Houston, Texas

The new gas valve they installed leaks and they want to charge me a service call to replace it. Bad customer service!!

Had them come out today to clean a 6 year old grill. It looks almost brand new after (never knew it could look so good) and let us know what repairs are needed but didn't try to up sell. They did an amazing job cleaning up after the job as well. Highly highly recommend. Great experience. read more

Everything i was looking for was here and then some ... Great staff Great owners Superb customer service. This company was a little out of my way for the products i was looking for but i will definitely be returning.. read more

I never write reviews....but this one requires I show my appreciation and admiration for a PERFECT job well done! My husband and I had a real wood burning fireplace. It did have gas line. Years go by and we used it maybe 2 times in 12 years! True story. We decided to visit Tru-lite Gas for their showroom in Houston. Here I knew I could see what I was getting. Here I could see quality of the logs etc and that they did not look plastic to me! In the end, I loved all their products and happily upgraded to the Charred American Oak. It looks so real to us! The embers placed in the center, truly make this girl scout recall all the times we made real fires outdoors! Love this option and the realness in this product. No clean up! Yes, we saw, ordered and had install in only 3 days! Installed 9/29/22! Yep 3 Days! WHY did we not find them sooner? I give a 10 if that was an option! I'd recommend Tru-Lite Gas (and Chris) any day! Love it! If you want a real authentic look, stop by and see for yourself! Worth the drive! We live in League City! Thank you Chris! read more

Tru-Lite Gas Products - Charred American Oak- Allows Embers in the center! Love it!!! - Grill Services Near Me - Houston, Texas

Tried to schedule an appointment with tru-lite three times. First time they said they would come on a Thursday and NO SHOWED. Second time I didn't get a call back. Third time I didn't get a call back when they said they would call back. Not calling them again for an appointment bc their ability to schedule and execute appointment times is abysmal. For one of the only fireplace fixing places in the heights you would think customer service would be more important. If you want to call endlessly and get stood up like a sketchy boyfriend call tru-lite. I give them a 2 just because maybe they are great at what they do once they show up? I wouldn't know. read more

It just didn't work out unfortunately. First the service truck was blocking the parking lot. I had to go back and forth several times to inch into a parking space. Then, the sales person didn't have on a mask. They are required right now in the city that they are doing business in. Then, the main person came out said it was company protical to fill out a form with my name, address, and phone number before they could answer any questions. That was the final straw. I came in knowing nothing about gas's log systems and left without knowing anything either. read more

I first called Tru Lite 12/31. The gentleman was very kind, but told me they were running about 2 weeks behind. He said someone would call 1/4, after New Years. I didn't hear back until the end of January. I gave our make and model and told her I needed a new valve. I also told her if that wasn't an option we were HAPPY to replace it with a newer model. We set up an appointment for 2/19. On 2/18 they call and say that valve is no longer available and I would need a new fireplace. Then she said that's a different department and we would need to wait another 2 weeks. (Would that turn into 6 weeks again?) I got the opinion they don't want or need our business. I will go elsewhere. read more

Tru-Lite is a great little neighborhood grilling/barbecuing specialty store that sells everything from Kamado Joe grills to small-batch Texas Post Oak charcoal. Chris is super friendly and incredibly knowledgeable about grilling. I'm going to be getting all my grilling products here! read more

My father ordered me a Christmas present grill extender and also soap stone. They took weeks to deliver. The driver called me said thirty minutes then showed up 2.5 hours laster. The driver had the wrong merchandise. He had the stone but not the grill extender. He told me he would get a manager; manager said product would be a week. Two weeks go by and no product the called the manager said he would know January 3rd and call he never did. We asked for refund; he said he would mail it that day. Two weeks later no check. Do I think he mailed it. Who knows they can't do anything right don't trust this company not worth it. read more

Very honest and thorough gas grill repair service. I contacted these guys because the seller of my new place left a gas grill that didn't seem to operate properly - it was hooked up to a gas line so I was unsure I could repair it myself. The company rep, Ruben, offered a few solutions and lots of advice. Work was reasonably priced. I will DEFINITELY call these guys again if I choose to upgrade my gas grill or need repair help. read more

These guys go above and beyond to make sure you are happy. Every year, Ruben does a great job getting our fireplaces ready for the winter. This time, he added some beautiful black glass chips that make our fireplace look fantastic. Huge upgrade to the look at a very minimal cost. Thank you Ruben! read more

Just had an annual service from Tru-Lite after several years wit another contractor. Tru-Lite did a thorough job and the flames are burning great again. Reuben did the service. Will definitely use them again. read more

I am hereby removing my review of 11/28/2014 dealing with the company's handling of a warranty claim and the subsequent one star rating for the following reason(s): FOLLOWUP TODAY: January 29,2015 The owner of the company just called me, after being contacted by Yelp. He told me that he knew instantly who had posted the above review. He gave me a heartfelt apology. He apologized for the way I had been treated, the extremely long time it had taken for him to get involved and the whole handling of the situation. He did not make any excuses he told me exactly why the situation had occurred and he told me the steps he was taking to make sure that no one else has to go through what I had to go through. He has made an offer that would be an over compensation. Because of his sincerity I am not going to accept the over compensation he offered but I told him I will accept a fair settlement. Due to scheduling issues we have agreed to get together in May and conclude a fair settlement. I am glad he called--after all he was the man that I first met 15 years ago and the reason I had done business with the firm for that period of time. I fully expect he will follow through on his word and I will report back in May or June. I withdraw my one star rating and am willing to restore my previous rating that the company held from me for fifteen years before this incident. I am glad to have seemingly reached a settlement of all issues. Yay I am a fan again! read more

Bad customer service Waited a month for an estimate Have to call every two days for it. NOT recommended. read more

We called them last year to work on our gas fireplace. They took several weeks to get to us and charged an enormous "trip fee". Still, when the tech got here he was very nice and very thorough. The women that answer the phone are pretty hostile to deal with. We called them in February of this year, I called them 2 or 3 times before I could get them to schedule service. Again, the woman on the phone was pretty hostile and had me get on the floor, take the thing apart and prove to her that it wasn't just dead battery before she would schedule a tech. Once again, the actual tech was terrific, fixed the problem and did some other minor services. This last Saturday the thing wouldn't light. I called and left a message. No call back. Called them again and was told they warranty for 30 days only and they would charge the enormous fees again that they charged in February. So, 45 days after their service we are screwed as far as they are concerned. After several conversations we finally settled on a service call at no additional fee and only if that coincides with another service call for another "paying" customer in my area with the caveat that if the problem is a new or different problem than the one in February that we would have to pay for the parts. I actually didn't have a problem with paying for a new part if that was the problem. Today though, Cynthia the owner, took all of that back and actually scolded me on the phone by advising me that "you are going to have to learn how to take care of some of those problems yourself". If I could take care of those repairs myself then why would I need these people and their hostility? read more

Let me say I normally don't write reviews although I do review them sometimes. It has to be special for me to take the time to review. This is my second review of this business and like my first review, this one rates 5 stars also. Not long after having tru-lite to my home to repair natural gas leaks to my grill another problem cropped up soon after (gas leak inside the grill). This was a totally different problem so I expected to pay a service fee, parts & labor which would be fair. Reuben, the owner came out on a Saturday, replaced a few feet of copper, leak checked it, and after an hour to an hour and a half was finished. He charged me a nominal fee which paid for part of his time here. No service charge, no charge for a few feet of copper. This is a small company where the owner does much of the work. They stay busy so be patient for an appointment time. Kudos to Kristina and Ashley also. read more

Needed a log set for the new fireplace. The builder had plumbed it but it wasn't completed. Chris had all the answers to my questions. Plus, they have MANY displays for you to check out. Chris did a great job installing the logs and making it look real. He took the time to explain the start up. Thanks guys. Great prices and friendly service read more

Had my direct vent gas fireplace tuned-up. The technician did an excellent job. Not only can I now see inside of the firebox, after cleaning AND painting the grates and other items, he rearranged the logs for a more realistic look and a smother burn pattern. I can now sit in front of the fireplace comfortably. Highly recommend this company. read more

Great company to service any of your gas product! This is a very knowledgeable company!

I wanted to like the service.......if I had actually received any. I liked Ruben, the owner, and understand that he is super busy but it isn't nice when you've made the effort out of a busy schedule to go to the shop in person and detailed your needs, and then not hear anything back. It's bad business. If you're busy, hire more staff. Regardless, take a moment to call your customer and just say 'hey, I'm busy but I'm getting to it', we like that, it makes us feel like we are not invisible. But waiting 2 months, while calling intermittently to find out what's going on and still not hearing anything back is crap. And at the end of the day I didn't even hear back from him. I have not given up on my project but I will not go to this store. And the gas grill I was thinking of buying won't come from this store either. It's a shame. read more

I used this company to install my gas from replace - they were awesome!! The technician even came back to really show me how everything worked. Most recently my gas grill outside was looking a bit shabby and I discovered they do cleaning and repair. I called them to price it out and was a bit skeptical when I was told they would aim to have my 4 y/o heavily used grill back to factory condition, but I made the appointment based on my previous experience. Tru-lite superseded all of my expectations!!! They found some broken parts, asked me if I wanted them fixed and quoted me on the spot. They also found some parts of the grill that we had not been using correctly and installed them. I am a fan and they have secured a life-long customer! read more

Very happy with outdoor has lamp servicing and repair they did at our house. The person on the phone was very helpful and polite. Our lamps look great and the price quoted was half of what another company was going to charge. Very happy and will be using them again. read more

Tru-Lite on Lawrence in the Heights is the best! I purchased my Weber gas grill this afternoon and within 2 hours was put together, delivered and old grill hauled away all before the rain. Both men were extremely helpful and very nice. Chris you run a tight ship! Thanks for starting my birthday weekend off good! read more

They were very friendly when scheduling and came out right away to run a natural gas connection for my grill. After the installation the grill wasn't heating properly and Ruben figured out the regulator the gas company installed was faulty. A call to the gas company to fix their problem and everything was working great. Ruben was very helpful in figuring out the fix and this also fixed a few other issues I was experiencing in my house. Would highly recommend read more

Tru-lite came out the Wednesday before Thanksgiving to look at my gas fire place. Ruben did a very thorough job cleaning and servicing the gas logs. I couldn't have been more pleased with their service. I would definitely use them again and request Ruben. read more

Reuben came out to my house this morning after the local company who installed my grill claimed they could not fix it. Reuben not only fixed the problem but cleaned up my grill so that it looks like new. Great service and a good price. Will use again and happy to recommend. read more

We've enjoyed a great relationship with this company for several years- we purchased a gas grill and Ruben did an excellent installation, as well as several years of annual maintenance. He is a complete pleasure to work with. Our last maintenance was September 2015 and since then the starter won't light. We've simply forgotten to call and just light the grill manually. I just phoned and spoke with his wife who said the repair would not be covered by warranty since so much time had passed. I explained that it really wasn't a "repair", as much as a correction to the full maintenance that I paid for. We ended the call and I felt very disappointed based on our relationship with this company over many years and how great Ruben is. She wouldn't budge, insisting that I must pay the $95 fee. I suggested that we might meet in the middle considering that the grill wasn't put back together correctly AND that I had not called immediately to report the problem. I asked if she was willing to lose a loyal customer over this and asked to speak to Ruben. She said he wasn't available. I asked that she have him call me back and her response was that she would discuss it with him and then she tried to end the call. I again asked that she have Ruben phone me. I really hope he gets the message and wants to discuss my customer service experience. It's a shame that something so simple couldn't have been resolved. I've recommended their business to so many people over the years... UPDATE! I just edited the review rating based on the following: Ruben just phoned and explained the reasons behind his wife's strict adherence to policy. He is on his way over now to take a look at the grill. We agreed to meet in the middle on the service call fee. I admire his professionalism. read more

I brought in a Broken and rusty Gas Lamp. tru lite totally refurbished the lamp and it looks like new. Very professional and knowledgeable, I would recommend this company for servicing Gas Lamps and grills. Their showroom has a wide assortment of gas products as well. read more

TERRIBLE CUSTOMER SERVICE!!!! When I first ordered parts from them the gentlemen quoted me a total of 88 dollars. I then immediately asked him if that includes shipping?? He said yes its included in the price. OK. So, a few days later is see a charge for 101.98. I call and the older lady answers and as I am explaining to her the issue she cuts me off and over talks me and says. " Oh we always charge shipping" I told here that I understand charging for shipping but that's not what he quoted me. She cut me off again and said she would talk to him and call me back, before I could say anything she hung up on me. So I called right back. At this point I'm irritated. I ask for a manager, she says "I am the owner" It was the principal of saying one thing and delivering another. It would have been different he might have called back and said I messed up and didn't add shipping..13 or so bucks is not a big deal if they would have owned the mistake. Me being irritated, I dropped a few curse words and said I was going to leave a review online! She then said that she would refund the difference to me. ( She should have done that from the beginning... its called customer service) I said fine. Then she called back needing cc info for refund. I said just mail check. It was done at this point. She said ok and have a great day. I said the same. Then the gentlemen calls me back saying he is her son.. He proceeds to call me back with a huge attitude ( also cutting me off and over talking me, I wonder where he gets it from) saying that I am a liar and the he didn't say that there was no shipping. He now says they are not refunding unless I send the part back. Once again you contradict yourselves , say one thing and deliver another. I will contact PGS grills about this. You are a terrible representation of them!!! read more

After seeing the positive reviews on yelp, I called Tru-Lite to repair and refurbish two cook-top burners and a gas grill in my outdoor kitchen. Initially they were responsive and courteous. They came to my house, gave me an estimate of the cost, which i approved and they started the work immediately. Once finished with the work they gave me a bill for more than 150% of the estimate and told me they were not finished because they had to order some parts they did not have on the truck. That was over 4 months ago. Since then i have called them several times but only talked to the guy that was responsible for the work, Chris, once. He apologised and said he would look up the paperwork and call me the next day to arrange a time to finish the job. i have not heard back from him. i called back a couple of more times and asked for the owner or head guy at the company who I was told is Ruben. No response. Next step, BBB and/or small claims court. Very disappointing. Was hoping I had found a reliable service provider. read more