We contracted this company in 2024 to fix an existing fireplace at our home. Instead, they sold us on a $2,500 Duzy fireplace replacement with the promise that it would be a better, easier to operate and foul-proof option compared to the current previous system. Fast forward almost two winters later and they've had to come out 5-6x since purchase to fix the fireplace they installed. And, every time they visit, it breaks a month later during periods of use. Today, the fireplace is unusable and after several frustrating exchanges with the manager -- they refuse to work on the fireplace citing "legal" changes that prevent them from doing so. Instead, we need to upgrade our fireplace to an $8k option or hire a company from the front-range to fix their installation. Here is an exact copy of the email received from the owner after several attempts at troubleshooting their installation: "So I would agree that you have ruled out battery issues if they are fresh in everything (receivers and remotes). It could still be a valve issue if that worked and then stopped. We will still not come work on it ever again after the last time we "rewired" it, as the new policies and laws prevent us doing so any line. You and I had agreed that that last trip for that wiring part would be the final time we touched your logset. Eventually you will have to look at an upgrade to seal gas unit, but in the meantime you could pay someone else to work out if for you, it just can no longer be WFS." This is after several previous attempts at refusing to work on the logset and placing the blame on us not their installation. So, while I appreciate the efforts of the service team that came out to fix our fireplace, I simply cannot recommend this company to anyone given that they will upsell you, blame you, and then refuse to stand by their product and installation. read more

Best of best. Gary came to my home several times to spec a unit and he exceeded my expectations by orders of magnitude. Gary was able to show me visually how the unit would preform in my home prior to install and after the fact- it turned out better than anticipate. True professionals in their field. read more

Fabulous experience with Western Fireplace! Our 30-year old gas fireplace shut down when the thermocouple failed. WF replaced the part and performed a complete service - clean, touch up firebox interior paint, inspect for leaks and correct where necessary, replace rock wool, adjust flame height. Fireplaces looks and works like new! read more

After 2 previous failed attempts to find a contractor to install a gas stove in our basement, we contacted Western Fireplace. They seemed very professional, got us on the schedule quickly, and everyone that we worked with was very courteous. All seemed good, until it wasn't. On install day, after cutting multiple holes in our sheetrock, and a pilot hole in our stucco (still not permanently repaired BTW) to locate a suitable spot for the vent pipe, they essentially gave up. There was a very obvious, easily achievable venting route that they either ignored or did not want pursue as they likely did not have the proper venting joints to achieve that route. I'd be glad to share that route with them if it would help them with future installs. Their suggestion for a solution to their routing conundrum was for us to spend thousands of dollars to tear up more sheet rock (this was a basically new house BTW) and relocate some drain piping that they believed was in the way of their preferred route. To their credit, they did have a sheetrock crew repair the sheet rock damage fairly quickly, At that point, we contacted Stewart Remodeling and they were great to work with. They installed us a beautiful Jotul stove in short order (just in time for summer) with a very clean install using the vent pipe routing route that Western ignored. I still don't know what to make of Western giving up on the job when there was such an easy and obvious solution to the vent pipe routing. Maybe they don't know what they are doing, maybe they are lazy, maybe they realized they had underbid the job (my money is on this answer), maybe it's a combination of all three. Maybe the planets weren't aligned properly. Who knows, it's a real head scratcher why a job that was so easily performed by others could not be performed by a company with such a long history such as Western. What was most frustrating was that there was basically no follow up from Western after they left the job. No apologies, no follow up on the sheet rock or stucco repair, no can we help you get this finished some other way. I even had to deal with the code people at PPRBD to close the permit file. Weird, just weird. Good luck to Western in their future endeavors. Seriously, good luck. read more

Superb service, thoughtful, clean, and courteous! What more would you want! Kudos to them! read more

We've owned our 97 year-old home for the past 21 years. When we purchased the house, we purchased a gas insert from Western Fireplace and Supply and upgraded our chimney caps on two additional chimneys. Fast forward 21 years, and we've decided we wanted to get decorative chimney caps for our home. Contacted Tamara G at WF&S, they have no records to indicate they've ever done business with us, so cannot help us. We also purchased a gas fire pit and two gas firepit covers from them within the past five years - they even delivered it to our home. Asked Tamara if they had any record of that sale - no. So, because they can't keep records of the customers they do business with, Tamara recommended we contact a third party to answer the basic questions we had about the chimney caps they sold us on our home. Very disappointing. Won't be doing business with them ever again. read more

Their website still reflects that they are open on Mondays three weeks after changing their hours, causing me to waste a twenty mile round trip the day before. Then the person at the counter couldn't do simple math and subtract 36.33 from 40.50. She just gave me 3.67 and refused to give me my original fifty cents back. Come on 36.33 out of 40.50 is 4.17, I told her as much before she even tried making change which she refused to listen to. I know it's just fifty cents, but after wasting gas the day before I wasn't losing anymore money. read more

Western Fireplace recently upgraded our old fireplace With a brand new gas insert and they were amazing! Everything from the first moment we entered their showroom to the final installation was perfect and as expected. Their salesman was friendly and informative and made sure to sell us what we needed versus trying to oversell. They came on time and prepared for the estimate. Once we scheduled the installation, the communicated the dates clearly, called in advance to confirm and their installers brought everything needed to do the job and keep my hearth and surrounding area clean. I would give them 10 stars if I could and will only be using them for all our fireplace needs in the future. They were hands down better than all the other companies we looked into. read more

This is an Update that's Long Overdue. They were truly sorry for the misunderstanding at install (see original post). They did not know, nor did they inform me about ventilation measurements and requirements (so we both learned something!) But they contacted the manufacturer and came back out later to re-measure and fix the gap. Very sincere. This speaks well to their customer service and work ethic. They even had the Manufacturer contact me, also with regrets, but also to explain the fix (which they did). And now, I even have a standing offer to visit their plan in Seattle! While I regret the initial mistake, I am truly appreciative of Western Fireplace Supply and their efforts to make sure I was satisfied! read more

They were very helpful with my needs were able to get me the parts I needed quickly. They were not able to send a service man for six weeks but we're willing to schedule an appointment I was able to fix it myself. read more

I had the BEST experience with Western Fireplace Supply from the beginning to the end and will recommend this place to everybody I know. The salesperson Don Rose was very patient when I had one question after the other, Randy who came out to measure kicked off his shoes before he entered and then there was Mike and Mikey who installed the gas insert and I have to say they were the BEST. They did an awesome job to make everything look great and to my liking !!!! I am a very happy customer! read more

I called to schedule a service call on new house I had just purchased. The lady that answered was very rude and condescending. I explained I just had the utilities company out and their was an issue. She asked what the brand was, I stated its not listed on the outside...she continued to rattle that I apparently don't know any I'm doing...and for $89 they will come tell me that!! Then said it would be weeks before they could come since they couldn't handle issues like mine! Never going to that place. Not worth the call! read more

Hired Western Fireplace to clean our gas fireplace. I am so disappointed with the results and response when I called on phone. Hired them in May. Glass was cleaned but love were moved & no longer look natural the way they were placed. They removed & replaced the stuff that looks like glowing embers & used so little you can now see cut brick on bottom. Worse thing is that when I attempt to use fireplace in Januay, it no longer stays lit. When I called in February I was told that they only guarantee their work for 30 days. Who uses a indoor fireplace in the Summer? Especially when we do not have AC!!!! Why didn't they earn me of this in May!! HORRIBLE service! I will never recommend Western Fireplace!!! read more

They came out to service our 20 yr old fireplace. They were on time, called 30 min before arriving, and completed the service in under an hour. Matt, the tech, did such a nice job that the 20 yr old fireplace looks likes new. Highly recommend. read more

This wonderful experience of a new fireplace went up in flames when installation did not pass inspection. Work had to be fixed. Then the cap to the chimney was measured wrong so they installed the wrong size. Rain storm came in that night. It was like a shower coming down the chase soaking the entire new unit and water on to my new carpet. Never tool responsibility for the error. For the fire up they one person called to confirm the time and all was good. My husband called an hour later and found oit our custom doors were "mistakenly" sent to one of their dealers which they did not convey on the original call. Almost end of day their remedy is order us new doors and put on temporary doors that don't look like the ones that go with the unit. We spent almost 10K and received poor service. Everyone involved took the fun and excitement out of this long awaited home project. Never would I recommend this company. read more