North Atlanta Fireplace

DO NOT DO BUSINESS WITH THIS COMPANY! They deserve ZERO STARS! If you never listened to a review, PLEASE listen to this one. Do NOT ignore reviews here or at the Better Business Bureau. They have many bad reviews. This has been my worst customer service experience EVER! In early September of 2020, I purchased a Kozy Heat gas insert from Lacey White at North Atlanta Fireplace (NAF). The purchase was based on an online picture linked from their website to the manufacturer. For the initial purchase, they required partial payment until the unit was FULLY installed. The contractors work independently of North Atlanta Fireplace (referred by North Atlanta Fireplace and works closely with them). This is important in my situation, because they all knew the issue but the retailer didn't offer any reasonable resolution. (high-level summary below) The gas insert was partially installed in late September by the contractor, which required a separate payment beyond the cost of the unit. At the time of installation, the unit arrived with missing parts. The contractors seemed confused about how to install the unit and drilled a hole in my 80 yr. old fireplace, which turned out it was not needed. Eventually they received the missing parts and finished the install of the fireplace. However, the shroud DID NOT match what I purchased. This was and is still the problem! The contractors talked with North Atlanta Fireplace to voice my dissatisfaction about the install, but they DID NOT CARE. They only wanted to get paid the remaining balance and move on--regardless of how I the customer felt. Over several months of trying to resolve the issue by offering some options, the contractors just created more issues. They damaged the front screen of the fireplace and scratched the unit. They were in and out of my house several times during the pandemic and nothing was ever resolved. Fast forward to July 2021. The contractors created a shroud that looked just okay, not even close to what I originally thought I was purchasing. The shroud was very cheaply made and doesn't match the base unit. After 10 months of this back and forth, the company owner finally stepped in (never heard from him until 10 months into this ordeal). The owner and I (David Esau) exchanged emails regarding the issue. He called me a “bully” because I would not agree to his blackmail tactics of withholding the replacement screen broken by the installers, until I paid him in CASH for the remaining balance. North Atlanta Fireplace originally accepted credit card for the first half, but the weasel changed the terms to ensure I wouldn't dispute the charge. Finally, I gave into this monster since suing was not worth the additional stress and money. I paid him in cash "as demanded" and received the replacement screen, which was rightfully due to me. The new screen doesn’t fit (go figure) now it’s back in the box and in my basement. This gas insert cost $4,500 dollars (unit and installation) with a broken screen and an ugly finish. At this point, I'm seeking to hire a new FP company to redo all the damage North Atlanta Fireplace has done. THANK GOD these people are out of my life! My hope is that no one else has this same experience. YOU HAVE BEEN WARNED!

The gas fireplaces are great. Nothing wrong with the product. Installer was very helpful. My fireplace "boxes" are very small, and he had some jerry-rigging to do to make it work, but he made it work, and we are very satisfied. No, my issue is with Scott. I paid 50% deposit when I placed my order in his shop. A couple weeks after installation, he send me what I considered to be a nasty email demanding the balance. I wrote him back immediately and informed him that he had never billed me for the balance, that I always pay my bills on time, and I would be happy to pay the balance over the phone, but that I did not appreciate his tone and the insinuation that I was trying to get out of paying this bill. His attitude was just completely uncalled for and unprofessional. I called him and gave him my credit card over the phone. I had to follow up twice to get him to send me a final bill showing this was paid in full. I found his behavior really shocking and confusing -- why would he take a perfectly good experience and sour it over a payment that had not been received because he never billed me for it? He also never apologized. Just took my payment over the phone and hung up. It was extremely weird. I would use this company again, but would have nothing to do with this person.

We have a $1923 fireplace from these people that DOES NOT WORK. It was installed by a separate company that will not come out to fix it unless we pay them for another service call. The pilot went out 15 minutes after the installer left. I waited to call them back and now 3 months later they won't fix it. North Atlanta Fireplace tells us to call the installer. We just bought it in July. It is now Oct and neither company will stand by the product or the installation. Don't do business with this company. They don't stand behind their products,

Wow, didn't think this was possible, but North Atlanta Fireplace is possibly the worst company in Atlanta. Started well, but salesman Scott sold us a $1200 product that had to be replaced (three months later still waiting for final repair), and a $1100 fireplace with a "feature" that was never disclosed. The owner David, was unresponsive at best and their return policy non-existent. The outdoor firepit they sold my wife and I was not sealed (stained in the rain), leaked propane, and has still not been fixed. The modern (fyre) indoor fireplace was installed incorrectly at first (they didn't even know it was a remote) and then never said it was external remote (ie, sitting on the hearth - otherwise it melts if in firebox - big square just sitting on your hearth). After two months, finally installed with remote sitting there and decided we didn't like it (nor did we like the option of covering it with decorative pinecones). Scott said they would accept the return for 15% cost, owner David concurred and we proceeded. Today just found it was for store credit. Once this became clear that they had terrible products and even worse service, they became non-responsive and generally antagonistic (multiple calls never returned and then tried to say that they had pointed out the remote - finally admitting they had not). I would never, ever go to this company - find your products online, get another installer. Do ANYTHING but work with these guys.

Excellent professional service and experience -- highly recommended! Let me start with the fact that I am not the easiest customer. I research and research some more before I buy. I stopped by North Atlanta Fireplace looking for fireplace ideas for a new cabin I was building. It was early in the process but the salesman was patient with me and showed me all the options. Months later it came time for me to make a decision. I came back to the showroom and this time the owner, David, sat down with me and explained the pros and cons of some of the fireplaces I was considering. I selected the perfect fireplace based on David?s great information and insight on the options that would work best for my application . As with any home building project - my project experienced delays. David completely understood and held the fireplace for me until installation. He worked with my builder to schedule the install and worked through the rough in. Along the way, David was fantastic at keeping me up to date on the process. I can?t wait to use the fireplace this Fall. I would highly recommend North Atlanta Fireplace for anyone looking for quality products and service. I am already looking at working with North Atlanta Fireplace on a new BBQ/patio kitchen area next.