NORTHSHORE FIREPLACE

Chris Coley showed up over an hour early. He did not ring my doorball. Instead, he proceeded to the backyard to clean the grill. He cleaned the grill and left the invoice in the grill with the cover off and left the house without ever notifying us that he had been there. I heard the gate so I went out back and checked the grill. The grill was sprayed down with water. I'm not sure how that equates to a proper $130 grill cleaning. I called the store and spoke with Jim. Jim informed me that there really wasn't anything they could do. The grill was cleaned. I said, 'i'm very disappointed.' His response was that I never had my grill cleaned by them before so apparently I am an idiot thinking that my grill would actually be cleaned. He also informed me that my grill is only cleaned on the inside not the outside. He did say that he would speak to Chris. Chris Coley called me and said, 'what's the problem?' I told him my concerns that the grill was not cleaned. His response was that I did not pay for the 'real' cleaning service. That service is an additional $50 to use oven cleaner. Needless to say, I am very disappointed and frustrated with this company. I called Jim back to discuss the fact that I made my appointment with Paul, the manager, and he never once told me any of this. He never mentioned that there are differently levels of service to a grill cleaning. I spoke at length with Paul when I made the appointment. I told him I wanted my grill cleaned. He said the whole grill would be cleaned. I guess my interpretation of the 'whole grill' is not the same as Chris, Jim or Paul's interpretation. I was on the phone with Jim for approximately 3 minutes when he rudely stated, well, you got the $130 cleaning in my opinion and then proceeded to hang up on me. I guess I am appalled by the level of rudeness that Northshore Fireplace has displayed. There were no apologizes, no remorse, no apparent customer service. What kind of employee hangs up on a customer??? I will call back to speak with Paul, the manager, however, I feel it's almost futile. With this level of customer service, I would highly recommend to never do business of any sort with Northshore Fireplace.

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Northshore Fireplace had a very nice selection of vented and unveiled gas logs. They explained the differences as well as the pros and cons of each type log. The sales staff Semmes to be very knowledgeable and do were professional. Installation was done quickly.

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Northshore Fireplace came on time and did a good job. They were a little bit expensive, but overall, they were good. They have good choices for log. They have a showroom, where you can see things. Everything was good.

The man who came over never introduced himself so we don't know his name. He did not bring any examples of child safety gates even though Jim had said he would send some with the guy. He was nice, but was very unprofessional both in manner and dress (his pants were hanging down and you could see what I assume were his underwear). He spent a few minutes removing the fireplace kit and found that it was not connected and the gas did not appear to be on. He suggested we talk to the landlord. We explained that there was no landlord. He then suggested that we talk to the builder or the previous owner. I am pretty sure the builder is no longer alive and the previous owner did not know anything about how the fireplace worked. My husband suggested maybe there was something in the basement. They went down the basement together for a couple of minutes and came back up with no luck. The guy asked to use my husband's cell phone to call the office and tell them there was nothing he could do. He then charged us $45 and left. So I paid someone to confirm that the fireplace does not work and now have absolutely no idea what to do with it. I would have expected some suggestions from what we thought were professionals.

the grill works like new. We use our grill often and it's very inconvenient to be without it, especially this time of year.

all went smoothly

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I called in a panic. We had a BBQ the next day and our grill didn't light. Do to being outside all winter without the cover, a part had worn down and was not letting enough gas flow into the burners. I called and they were pretty booked up all day. I told them about our BBQ and the owner came out himself and fixed the problem and didn't make a huge deal about it or charge more than the normal rate. Our buying experience was also good. The sales person was knowledgeable, courteous and helpful. He very easily could have convinced us to buy a larger, more expensive grill but he didn't and we're very happy with the one we have.

I called to schedule an appointment for an estimate on installing gas logs. I had a lengthy conversation with Paul and he was very helpful in explaining the pro's and con's of ventless logs vs gas logs, and which would be appropriate to use in my situation. The education he gave me helped me to know what questions to ask of people coming in to give quotes. He did not set an appointment, because I was outside his service area.

Very disappointing

please see above

This last experience was so great it made me feel good all week. I was given a new, $1400 (Canadian) gas grill as part of a reward for my job. Spent a half day assembling the grill (it was so big it came on a palette) but it just wouldn't heat up properly. Called Northshore Fireplace, and even though I didn't buy the grill there, Jim walked through the problem with me on the phone - patiently and helpfully. He also suggested that I bring in all the grill's instructions, etc so we could go over the problem. I did that and long story short, the new grill was really designed for propane and it would not truly convert to my natural gas line. OK, but complicating things was that I had a big dinner party the same day, and really needed a working, first-class grill. Went into the store with several hours left before the party, pretty frantic and resigned to losing this particular battle. Well, these guys were totally helpful - no attitude - and volunteered to install the new grill THAT SAME AFTERNOON. It was the WAY they did it, they didn't make me feel stupid or as though they were doing me a great favor. They were truly gracious about the whole thing, start to finish, and I haven't experienced customer service like that in a very long time. Reminds me that we bought a fireplace there 10 years ago, and that went really well too. What awesome people.

Great experience. They came out to the house to measure and show options. We ordered and the the installation was quick and painless. Looks great! Only complaint would be the ordering took a little longer than expected.

Great work! They were very responsive to coming out and providing an estimate on the work, and taking measurements. A catalog was provided, and we picked the design of the doors immediately. The doors needed to be ordered, and in a few weeks, they phoned to let us know that they'd like to schedule the install. They arrived promptly, and the install went off without a hitch. The doors look great, and everything is working perfectly. Regarding the grate where the logs sit in the fireplace. A heavy duty grate was ordered. The legs on the original grate were longer than needed so, they cut the legs down to the appropriate height at their shop, so it was all set when they arrived for the install. They did not charge for this extra labor. Couldn't be happier with the work performed.

They thought it was due to a bad gas valve, but they do not replace those valves so I had to call another company that did work on gas valves. I asked Northshore to take apart the fireplace to make certain it was the valve, but they declined saying it had to be the valve. I eventually contracted another company to come out and they found the valve was in working order, but discovered that a spider had worked its way into the gas supply thereby preventing the fireplace from lighting. Had Northshore taken apart the fireplace as I requested they would have found the spider and corrected the problem and I would not have had to contract another company.

excellent. two men came and worked very efficiently. beautiful job...even took the garbage they created...

It was great. I was looking for a fix and an education and received both. It was a little too bad that I had to pay $90 for a minute's worth of work, but I was really paying for his knowledge, so I guess it was worth it. The technician also told me to call him directly if the problem cropped up after he left.

There were 2 guys, and they gave me very honest suggestions. They were very competent and seemed to know what they were doing. Their price was very good. They answered all of my questions. I would definitely recommend them.

Paul was very professional .He did not even charge me for the service saying that he was in the neighborhood for another customer and that he did not do too much. I would definitely contact him if I need to replace any of the fireplaces or for any repairs.

Bought a new condo with an unvented gas fireplace. I called the manufacturer, who talked me through how to start the unit but I could not get it started. Northshore Fireplace sent out a guy who bled the pipe and got the unit started in about 5 minutes. Then patiently showed me how to get the pilot lit and work the unit. It was easy for him because he knows these things inside and out but it would surely have taken me more hours on the phone.

We love it-only has about 5-10 fires a year when it was wood burning and a very messy, spidery wood pile in yard. Now we can have a fire a couple times a day if we want. They did a nice job and located the line right where I wanted it.

Sales person was very honest about our options and didn't push us to do custom work (which we weren't interested in).