The Intimate Flame

They arrived a little early and got to work immediately. They were protective of my rugs and surrounding furniture. They worked together wonderfully as a team. I was told it would take about 3 hours to get the job done and they were right on schedule. I was shown how to work the control. All my questions were answered. They also informed me about the slight order, which was just the new smell of the product. I was given several different places to contact if I had any problems or questions. They were professional, knowledgeable, reliable, and experts at their jobs. I also noticed they seemed to be enjoying what they were doing. When they left, I had an absolutely beautiful, awesome fire place.

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They provided great service and were very knowledgeable.

Ryan was very knowledgeable and helpful in the showroom. He referred me to an excellent tile guy who ripped out the old rock fireplace and installed a new tile surround. Ryan arrived on time and installed the new gas insert in a few hours. Cleaned up and left everything tidy.

I would totally recommend them.There's nothing bad on their company. I have absolutely no complain about them. They bend over backwards. This is like a two months process where I was trying to pick out a stove. I went over there and I look at their stove. They didn't have a large selection in the store and that would negative because I was looking at a particular brand. They return my calls immediately and even on the days that the owner wasn't on the shop that I leave message. He's very prompt at getting back tome on the phone and he answered my e-mails if I had a question. Literally bend over backwards, I needed a thermometer for it when he installed it and he forgotten it and he mailed me one at no cost. I can't say enough about how he runs his business. He's obviously old school in the sense that he knows that customer service and he keep people.

The Intimate Flame sold and installed our Harman pellet stove, but when it broke down this year they refused to service it. Boulder Creek is too far from their location in Fremont for service -- yet not for a sale, it seems. Ryan stopped returning my calls, despite urging from the stove manufacturer. Their website says they service what they sell -- but apparently not. I will not do business with them in the future.

Compared quite a few dealers and ordered 2 fireplaces from Intimate. Ryan is very professional and honest. Will provide further comments when the install is done.

They called to make an appointment, came when expected, and gave accurate estimates.

Same as above.

See above

Pellet stoves are tough to research in the Bay Area -- we knew we wanted one for our new house, but it was summer and we didn't actually know anyone who had one. Most fireplace shops didn't have one in stock them, so we had to go by on-line reviews, anecdotes, photos, spec sheets and Consumer Reports to narrow our selection down to the Enviro or the Harman. We found The Intimate Flame through Angie's list. Ryan was helpful and patient while we explored various alternatives, eventually choosing the Harman Accentra. Ryan installed the stove in September, but we didn't move into the new house and start using it until December. Installation was problem-free and the price was fair. Now that we're having some really (for us) cold weather the stove is getting a workout. I can say that we are very pleased with it. Ryan and the guys at Intimate Flame were great to work with. We will be using them to service the stove next summer.

Ryan answered my plea sent via email even though his office was closed. He came out that afternoon and cleaned and replaced the pilot assembly. That evening when I went to turn it on, it didn't work. I emailed him again and he came out on Friday afternoon, told me he had thought that the switch was flaky, so now he replaced the on/off switch. When I asked him how much I owed him, he told me no additional charge. It now works beautifully. Thanks Ryan.

They went over some different options and recommendations with me. They were very friendly and knowledgeable, but we did not end up purchasing anything from the company.

Just fine.

I went to their store. They had different models and different types of fireplaces. I had lots of options. They took all the time and answered all my questions. They helped me pick up the one that was right for my needs. They didn?t try to sell what I didn?t need. Their price was competitive with other companies. It was a husband and wife company and they gave me good service. I really didn?t know what I wanted when I walked in there. They came out to do the installation on time, even though I had to wait for 2-3 days. It was worth the wait. They were very professional. The fireplace has a gas log in it. The project cost me $2600. The quality of work and installation was perfect. I was very satisfied with the time they took and their cleanliness. In the end, they got the fireplace working. They took time to explain the system to me as it has a remote control. The people that own the business really took time to ask me questions to know my requirements. They explained everything about the operation of the system and its maintenance.

Very professional in describing the options. They work with an excellent installer who was also very efficient and professional. I'm very satisfied with the fireplace I bought and with the experience I had with them.

My original plan was to have a wood burning fireplace insert installed. However, my fireplace was manufactured so it wasn't big enough for a wood burning insert. So instead the folks at Intimate Flame helped me choose a gas fireplace insert manufactured by Fireplace Xtrordinair. I am very happy with the choice, no more wood to split, no Dura flames to buy, and no ashes to clean. It's the best purchase I've made for my house besides the laminate flooring we had installed.

ONE OF THE FEW COMPANIES THAT CALLED US BACK. THEY RETURNED OUR CALLS AND CAME OUT RIGHT AWAY TO MEASURE. THEY WERE FAST AND FRIENDLY. THEY DID A WONDERFUL JOB.

THE MAN AND THE WOMAN FIXED UP MY LIVING ROOM DID AN OUTSTANDING JOB. THE CUSTOMER SERVICE WAS VERY GREAT. THE LADY HELPED ME WITH IDEAS FOR DECORATING THE MANTLE.