Thumb Butte Fireplace

At first it was rough...they didn't return calls and when they did, they said they would call back to schedule an appointment and never did. We even went to store one day and they had a sign in the window saying Trudy would be in soon. Apparently Trudy never came in...we waited over 30 minutes and no one showed up. Finally, we did get hold of them and they did schedule us. When the gentleman came to do the work, he was polite and did a great job. We had bought the home recently and couldn't get one of our fireplaces started...it's one Thumb Butte installed in 2008. He found the igniter was bad and replaced it. Before he did that, he fully cleaned the fireplace...really looks almost new. Then he showed me how to work our other fireplace. While I wasn't happy with how long it took to get a response...I do understand this is their very busy season.

Not really happy with Thumb Butte Fireplace LLC. I know this is their busy season, but still, they have such poor customer service. We bought a home where they installed the fireplace in 2008. I haven't been able to get the fireplace to light and after several calls where I leave a message and they never call back, I finally got hold of them. They said it would cost $1000 to replace the part (they never came out to look to see if there was an issue), and would have someone call me back to schedule an appointment. Never got a phone call back. Went out there Thursday (1/26) and there was a sign on the door that Trudy would be in shortly. No one ever showed up and again, calls to the business went unanswered and we never got a call back. Now I'm going to look at the other fireplace businesses to see if anyone wants our business. We originally wanted our gas fireplace working, but now we are looking to replace our two gas fireplaces with electric ones.

We were pleased with the install. However, we were not told of the need to have a permit or provided with the documents necessary (without extra charges). When our contractor asked about it, the salesperson said he had told my husband. He had NOT. It delayed our project. Also, they did not provide the necessary papers or information for us to get a tax rebate on our fireplaces. The install and fireplaces are good....we were unhappy with the handling of our problems. They have not returned our calls for follow-up service to check the fireplaces.

In October I called & walked in to Thumb Butte Fireplace to try to schedule appointment to either purchase or convert our fireplace back to wood. I was told I would receive a call within a couple days from a salesman to schedule (on both occasions), but no one ever called. When I called again I was given Bob's number to call him direct. When he answered his phone he acted as if I personally had been calling him to bother him! He was rude then & that should have been a clue to me not to bother, but I asked, him to come over to our place to look at what we had & so my husband could ask any other questions we may have had. He told me he didn't need to come here, but we don't make purchases like that & I asked him again (I practically begged him!) & he reluctantly agreed to come by (NOTE: WE LIVE ABOUT 1/2 MILE OR LESS UP THE ROAD FROM THE SHOP). When he did come by he was impatient & acted in a hurry & as if he had more important things to do then to be here. He emailed us the quote about 3 days later & we reponded with questions. After a week of not getting a response from him I resent the original email to him again (and even a third time a few weeks later), but never did get a response from him so we went with another company (Builders Wholesale) who we are so glad we used. They are friendly, professional & are more than glad to be of help. Bob is one of the most rude salesman I have ever encountered. (NOTE: The date of service had to be filled out for me to make my review. I entered an estimated date in October 2014 that Bob came over cause I cannot remember the exact date he came over)

The service man checked over the entire wood stove to see what needed to be done. He cleaned the glass, and reconnected the stove pipe which was loose. He gave us a quick lesson on wood stove maintenance since this is our first wood stove.

Good job. Pleased with way it looks but wrong time of year to check it out

Good installation and have not experienced any problems.

We checked several local companies before choosing Thumb Butte Fireplace, and we're very happy with our choice. Everyone in the company, from Bob and Trudy in the shop to Randy and Dave who did the installation, was incredibly helpful and responsive to our requests. Randy and Dave did the demolition and installation on a cold, rainy day. They had to work on the roof to install a new chimney liner, and they did it with good cheer and no complaints. Randy had to come back several times to get a custom trim piece (fabricated by a third party) to fit just right. Bob was always available to answer our questions, and Trudy was great about coordinating appointments and providing excellent customer service. Highly recommended!

Delivered firebox and installed on schedule.

Our service tech was very thorough and we thought he did an excellent job; however the cleaning of the glass front on the fireplace was a disappointment. But it could be just a manufacture flaw. We would certainly use them again.

Okay I guess....

.GREAT EXPERIENCE.

The service was average. It was installed outside of code so it has to be redone next week. They did come when they said they were coming. It took a little while but they are busy. I would use them again but I would just watch them closer.

Called back when they stated they would, were on time and very, very professional. -Well done.