Custom Fireside Shop

Fireplace is great. However, it took 6 weeks and three subsequent visits to fix the first improper installation. On first three visits, the technicians failed to properly install fireplace, making separate errors each time. Each visit was at least two weeks later. Also, we were never advised the fan was not controlled by the remote, so the only way to change its level is to take the bottom front plate out and manually adjust the fan each time we wish to change it, hoping we do not scratch the surfaces. The manager's reaction to my disappointment about this feature was basically indifference.

The purchase was excellent with no high pressure too buy more than what I needed. The installation was excellent as Jordan did a great job and did not leave any mess. He was on time and pleasant to deal with. I would recommend this business to anyone.

It's never been serviced because it just works.

It went very smoothly--well done. The men were on time, they installed the unit and cleaned up everything

They said they charged a certain amount for any repair, when it came down to it they also charged for the part. So that was over and above the repair fee. That was not in their information, that was not disclosed. Other than that, they did a good job. I would possibly use them again, as long as they disclose their real cost.

Salesman at the store was helpful and service technician was prompt, worked quickly, cleaned up, and was helpful explaining how to operate the new fireplace.

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I found that after 25 years the grate had melted and the burner had become distorted. When I went to the shop I was shown a variety of options and made a decision to replace all the parts. The scheduler said he would call me back in the afternoon to schedule an appointment. He did. I received a 2 hour time frame. The technician was here at the beginning of the time frame. He wiped his feet thoroughly and covered my carpet with two large quilted matts to protect my carpet. He replaced all outdated parts and installed a new gas log system. It was finished within a half hour. He took away all the old parts and carefully cleared away the matts with debris from the fireplace. I was thrilled when he turned it on because it had not looked this good for a few years. The technician was friendly and considerate. Thanks, Custom Fireside for another great job.

Very well. The installer, Greg, arrived on time and completed all work within his estimated time frame. We had a bookcase unit in the great room and wanted to add a modern fireplace.

There was a visit to measure to determine the size of insert that could be installed. Two men arrived on time to do the install, worked efficiently and very cleanly, leaving no mess behind. They explained use, features and safety of the unit and the remote and demonstrated. I have been happy with the results.

Excellent job. Very thorough. Have corner fireplace and they made a flange to cover the shorter side which continued around to the front as one piece.

They were good. They were on time. They came out and gave some good suggestions. We were looking at one thing and we ended up doing something else. It was pretty comparable on price and it fit our environment a little better.

Catalyst repair was done quickly and correctly by the young service tech. While the store had indicated that they would also be repairing the broken air control lever, the tech stated that he could not perform that work. Instead of repairing it, he left the new part and suggested that we find a welder to do the work with no recommendations of a competent service provider. Subsequent review of the fireplace by an expert professional welder disclosed that the required weld would require cutting apart the firebox to attach the control lever and re-welding the fireplace afterwards; a complex & expensive process. We elected to skip the lever repair and developed a field work-around solution to operate the fireplace efficiently. We were very disappointed by the lack of a good solution to the product problem. The store , otherwise is an excellent source of high quality fireplace supplies but, their service has not been as useful.

Although we had problems with the insert, they came out twice to fix the problems. Very professional and customer friendly.

The installers arrived as scheduled. The work was done very professionally, clean-up was thorough. We had difficulty with the thermostat which was replaced by the company to our complete satisfaction.

Next time I will better anticipate how to order from them

Arrived on time. Did a good installation. Cleaned up. All went well.

Custom Fireside came out to install a fireplace instert in out old brick fireplace. The people at Custom Fireside were really helpful throughout the entire process. They did not try to upsale a more expensive product. They gave us an honest review of all possible insterts. The people at Custom Fireside clearly explained the differences between brands, and suggested a fireplace insert based on our criteria. Once we decided what insert we wanted, they sent someone out to do the measurement of the fireplace. After the measurement was completed. The insert was ordered and about a week later they called to schedule the install. \ On the day of the install, the installers arrive on time. They came to the door and introduced themselves, and came in to see where the would be working. The first they did was lay down the canvas tarps to cover the floor. One of the installers worked in the house preparing the fireplace, and the second installer worked outside prepairing the lining and the top of the fireplace. When it was time for the lining to go in (all the mess from the fireplace prep was cleaned up) they worked together to make sure a great fite (on the top and down inside). Once the lining was in, the installer that worked outside brought the insert into the house. A few minutes later the insert was being slide into place. The installer that was working inside the house completed all the connections to the insert, and made the balancing adjustments. The person that was working outside, prepare the the insert surround and open the firebrick for installation. The installer continued to team together to complete the installation in a very efficient manor. All the time making sure the work area (both inside and out) was kept clean. The installers were very friendly and willing to answer my kids questions about what they were doing at that time. After evering thing was done, the installers left our house as clean (if not cleaner) then before they came. THey were very professional and friendly.

I visited almost a dozen fireplace shops when I wanted to replace my wood burning fireplace with a gas insert. Custom Fireside prices are the only reason I rated poorly. They were WAY more expensive than many others I received quotes from. They also wouldn't do any plumbing unless we paid a fortune or got our own contractor (I needed a gas line run from my laundry room around the exterior of the house and in to where the fireplace went). I ended up using "The Stove Connection" in Loomis (we live in Rocklin). Bobs shop is much smaller than Custom Fireside, but he provided superb service and was about 25% cheaper for the exact same product, and he also ran the gas for us. We purchased a greensmart fireplace xtrordinaire.

They were very helpful in the retail store. Their prices were reasonable. They were efficient, punctual and very informative.

Starting with our experience in the store and continuing through the home measurements and installation, the service was absolutely outstanding! I would recommend Custom Fireside without hesitation.

THE EXPERIENCE WAS GOOD. THEY ASKED US QUESTIONS THAT NARROWED OUR SELECTION PROCESS, SO THAT OUR NEEDS COULD BE MET AND WE COULD STAY WITHIN OUR ALLOCATION.