The Fireplace Element

Share review Embed review Write an update Edit review 5/22/2020 The fireplace technician failed to install the code required sheet metal stop at 10' intervals, in the chimney flue piping system. This meant that we had to open up and rebuild the wall again. This meant another site meeting with the structural engineer, etc., etc. $$$$. This was a standard building code requirement that they did not follow. The county inspector required that this be dealt with, so the fireplace element sent out its tech again. When the tech arrived to install the sheet metal stop, he complained that my contractor not left a tall ladder. A fireplace flue installation tech who does not bring a ladder - unbelievable! "Great," he said when I told him that they had not left a ladder in place. After he got inside, and after complaining, he said he didn't need the ladder! So I have to pay my contractor and pay the structural engineer more money because the fireplace tech didn't do the job right the first time. I told the tech this, and he told me to "go **** yourself." I'm waiting to see if Corrine takes any steps to deal with this extra money her company has cost me. I will update this review for any further activity.

They were very good. I actually had to deal with the company because there was a feedback in the first one and they were very persistent in getting that replaced and they showed up whenever they said they were going to.

Poor customer support after purchase. They had to come out twice to resolve manufacturer's product problems. They like to blame you for why the fireplace doesn?t work, or blame your contractor?s installation or anyone else they can think of to avoid handling the problem. And they left the door open and my cat escaped, couldn?t find it for two days. (The owner told me I should have put it in a pet hotel while they were working at my house, rather than tell their employee to close doors.)

They were very prompt, helpful and responsive. They did an excellent job to find a fireplace that would fit in where I wanted. They cleaned all the mess after the work was done and did a beautiful job.

They came out and looked at the system and find out about what system has to be put in. They came out when they said they were going to come and we are scheduled to do it.

The owner was very helpful in helping us choose a fireplace by asking appropriate questions because there were so many choices. She was also helpful in deciding the placement of the fireplace. She has a great eye for design. She is also very knowledgeable. Their schedule is very tight, so we did have to hold off a little while. But I would definitely use them again in the future and would also recommend them to others.

This story started out well and ended sourly. They first did some troubleshooting options (that cost me nothing) for solving the "smoke in house" problem. We agreed I needed an exhaust fan. I purchased it and they installed it. Works fine. Problem: (1) They didn't show, rescheduled, rescheduled. Real punctuality and communications problems. (2) They left debris (old chimney parts) on my roof and I can't get them to come out and take it off! It is the "cage" that stood on top of the chimney (about 2.5" x 1") which they removed as part of the project, and some other trash is still sitting on my roof 3 months after they did the work. I have called about 10 times over the course of the past three months to ask them to come and remove it. They keep assuring me that it will be taken care of, but they can't reach the owner, who is they guy who makes the field calls. Last week I had out of town guest admiring my house, then asking "why is there a cage on your roof).

So far all the work is completed and it looks beautiful and the fireplace runs well. The fireplace door needs adjusting and they are supposed to come back soon to do this. The only negative thing was the scheduling. Our estimated schedule date got pushed out once but the re-assigned start date also got delayed. This 2nd delay was only pushed out one day but we were told on Friday that the installer couldn't be here for the Monday install date. I had arranged for time off work a long time ago for the Monday installation so that was irritating.

CUSTOMER SERVICE WAS OK, BUT WORK WAS NOT DONE WHEN THEY SAID IT WOULD BE. OVERALL COMMUNICATION WAS BAD- THEY DIDN'T CALL TO SAY THEY WEREN'T COMING. WORKMANSHIP IS EXCELLENT.

THE OVERALL EXPERIENCE WAS PROFESSIONAL AND PLEASANT FROM BEGINNING TO END. NO HARD SELL. THEY HAVE A VARIETY OF OPTIONS, AND WE FOUND ONE THAT WAS PERFECT FOR OUR WEEDS.