Duncan's Fireplace & Patio Center

Very unprofessional approach, they don't even take responsibility of their work done especially after getting paid. Even threaten customers they would send their names to collection if any customer asks to dispute the payment due to their no responsibility attitude of the service performed by them.

They supply excellent products. They are helpful and knowledgeable. Recommend to all and I would use them again. Excellent business. Reasonable prices. Thank You !

After 6 weeks of waiting, Chimpro (contractor) took a 5 second look at our fireplace and wanted double the price to do the install. Keep in mind, I had provided pictures of the inside of our fireplace and had a written quote from Duncan's owner. Chimpro went on and on about tenting the room, carcinogens, hand held jack hammers - really laid it on thick. I told them to get out of my house. My 15 year old son and I knocked the 4 rows of brick out with a hammer and chisel in 1 hour on Thanksgiving morning - ZERO dust. Then took us 2 hours to do the install of the insert. I went to complain to Duncan's owner that I had a written estimate. He told me that 'instal' was subject to interpretation. Stay away from this company. There are many places to buy an insert, and if you are even remotely hand, instal is a snap.

Duncan's and Chimpro (the installers) were an absolute nightmare to work with. After numerous attempts to contact Steve Duncan, he NEVER returns calls and he NEVER returns emails. We had serious issues getting the installers on-site during the construction of our new house. They caused MAJOR delays in the construction process. One would think that spending $5600 with a company would get you good customer service, but it's as if he didn't even care. Oh, and Chimpro damaged our fireplace during the install. I would NEVER do business with a company like Duncan's. They do not take care of their customers.

I had another company technician tell me my fireplace needed parts but that he could prbably not get the parts. I spoke with Steve Duncan and he said they had the parts and gave me the part number I needed. He offered to schedule me for install, but that he was 3 weeks out, or he would let the other technician install this part for me. I'm very glad that I called Duncan. Great service!

Duncan was performing a repair that was identified in an inspection for the sale of our home. The work was performed as stated however they lost the check we paid them with. They harassed the buyer to get payment even though they were given a check. We ended up stopping payment on the check and then they contacted us and stated they found it (approximately 60 days later). When they tried to cash it they couldn't so they called and asked for an immediate replacement. When we noted that we had a fee for stopping the check that they lost, the comment was and quot;that is your problem, send us a new check immediatelyand quot;. The work is fine but they are really unprofessional.

I bought a new fireplace from Duncan in March. It was installed in April. I had to have them come back out because they did not work with my contractor as they were asked to do to be sure installation was correct for the facing that was to be installed. My contractor told them all the materials to be used ahead of time. They did come back a week later and adjust it as needed. That's fine, mistakes happen and it was fixed. However, in June a power outage occurred and my fireplace hasn't worked since. I've been calling Duncan since June (It is now September). I've left many messages and never once got a call back. I happened to catch Steve at least 3 times and he assured me each time his guys would call and book an appointment to fix the fireplace. No one called. In September I called again and talked to Steve. He promised someone would call me that day. Jeremy did call that day and booked an appointment for Sept 16th at 4pm (he could not accommodate a later time of day). NO ONE SHOWED UP. I left a message for both the store (during business hours) and on Jeremy's cell phone. No call backs. It is now Sept 20 and no one has called to apologize or reschedule, NOTHING. Next step will involve my lawyer. I have never dealt with a company less concerned with customer service and so overwhelmingly unprofessional. BUYER BEWARE!

It was a great year to have this installed in the home! We love the new stove! It keeps the house very warm now! The technicians were professional, punctual, and clean in their work. I would recommend their services.

The installation seemed to go well, but the fireplace itself has been erratic. Pilot light goes on and off... seems like it could be a hazard. Husband has tried without success to get it serviced --and they say they will send someone-- but no one ever calls or arrives despite repeated efforts to arrange a service call. Duncan: you are only as good as your subcontractors -- if those service providers stink, so do you.

Bill from Duncan's was great! He was on time, made sure that we knew what knew what he was doing and did it lightning fast! The guys were very courteous even attempting to take off their shoes when they entered the house. After they finished cleaning the fireplace, I walked past and thought that the glass hadn't been replaced it was THAT clean! Great job. Would recommend them to all. Would use them again!

I called the retail location and was told I would receive a call within 48 hours. I did indeed receive a call and since I was not available on a Saturday evening a message was left for me to return call. I called that very evening and left a message I did not hear back and recalled approx. 4 days later leaving another message. I still did not hear anything within two more days and left a third message that was direct and more curt. I waited about 4 hours and called a different shop RT's Fireplace and had a time set up for the next day. Duncan's called back late that day was apolegitic but looking to provide me a time later. I immediately informed him that I had someone else scheduled to come out and that ended our conversation.

When we decided to install a gas fireplace into our 3 1/2 year old home, we did a lot of research on types, prices, function. We did an internet search as well as visiting multiple vendors. We checked out those on Angie's List. Vendors came to our home to see the site prior to submitting estimates. We decided to go with Duncan's Fireplace and Patio. While their price wasn't the lowest, it was closely competitive and we liked what they showed us. We worked with Steve Duncan, the owner, and with Rob. They were knowledgeable, responsive and professional in their interactions with us. We had hoped to have the installation completed in time for the Super Bowl. However, we experienced a delay in ordering the wood cabinet/ mantle of the fireplace. The one we selected was not available in the wharehouse. It had to be ordered and made for us. Everything else was quickly available. The cabinet/mantel came in about a week after the Super Bowl. Installation was scheduled for 02/19/13. We were told they would need most of the day to install and move wires. We were unable to get on the schedule to install for over another 2 weeks. I wish we could have been scheduled more quickly, but I understand why we had the delay We were told the installers would arrive between 8-9am. They arrived about 9:15 and started work immediately. They ran a new gas line and tried to relocate and and install two outlets: one 12 inches from the ceiling for the large screen TV and one to the side of the fireplace for the TV/sound systems. They had the power disconnected while they moved the one electric box to the side. They were unable to drop the lines to attach to the moved electric box or install the top one for the TV. Before leaving they did tell us they were unable to complete that part of the installation and the box wasn't live. Later that evening we discovered that we had no electric power to the sunroom and the only electrical power we had to the living room was a ceiling light and one wall outlet. I talked to Rob at Duncan's Fireplace. Rob said he would call the installers and that either he or the installers would call back by 6pm. No one called. The next day I had a voice mail from the installers that we had a communication breakdown, that they had told us we had no power. We understood that there was no power to the box they worked on. Neither of us were understood that the power outage took in such a large area. We were able to get an electrician to come out the next morning. It cost us another $100. We don't know if the communication breakdown was with us, with them or with both of us, but it ended well. While here they covered the carpets and tile to protect them. When finished they cleaned up and asked us if there was any further cleaning or work that needed finished, besides the electrical; and there wasn't. Since this was a new installation, we were told to run the fireplace for 6-8 hours at a time for a total of 20-24 hours to seat and seal everything. There was a strong odor just as we had been told to expect. We opened some windows and ran ceiling fans. The odor went away. Before leaving they showed us a gas leak at the manifold where the main line comes into the house. They tightened it as much as possible and told us to have it checked out. We called Citizens Energy and they sent someone to our home within an hour. No further gas leaking was found. We are happy with the fireplace. We would not hesitate to do business with Duncan's Fireplace and Patio in the future.

It was fine. They didn't always call back on time and let us know more about exactly what was going on. Once they did the work, the work was fine. It was quite a bit for both those things.

Went very well--could not ask for any better

I got excellent service, good price.

They were on time and they were there everytime they said they would be there. They cleaned up after themselves, they explained everything and they did a good job. If I had to recommend them, I would say they did a good job, they showed up on time, they cleaned up after themselves and they explained how to use the fireplace. I would use their services again in the future.

We went to the store to check out a new high efficiency fireplace insert or wood stove to replace our current "normal" fireplace. When we got there the shop was not open yet, we were a little early, but nobody showed up until about five after the hour, not bad just a little odd. The person who opened the door was very helpful as we walked around and looked at the various inserts and stoves that were available answering our questions and offering suggestions about what might work for our situation. There was no "hard sell" or "what do I have to do to make a sale today?" type of attitude which made the overall experience a good one (a hard sell sends me right back out the door). Armed with the information we were provided we left and decided not to buy at this time. Since we are not looking to heat our house with wood, our purpose was just to have a more efficient wood burning fireplace, we thought this was a little too much money to spend for the occasional fire. If we decide to buy at a later date we would have no qualms about going back and getting an actual bid from Duncan's since they were very helpful.

Initially I checked the website of the fireplace manfacturer and according to the website a replacement part could be purchased. Since Duncan's Fireplace shop is about 5 miles from my house I called them to see if they could order the part and then install it. They said they could. The order was placed on December 4th and I paid half down with the order. They said they would call when it came in. Shortly after Christmas I called Duncan's to check the status and they said it had come in and the repair person would call me. Several days later I called the manager and asked if the repairman had our phone number because we hadn't heard anything. The repairman said he called and left a message, BUT there was never a message and also there was no record of the repairman's number on our phone. After severl phone calls with the manager and repairman, we set up a time for the repairman to come out. The first time was when we discovered the color and size didn't match. So he left and took the part with him to paint it. The 2nd time he was supposed to come out he called and said he was in an accident and had to reschedule. Another time he came out he broke the old refractory and left without completing the repair. Since he broke our old refractory into several pieces, we couldn't use our fireplace. By the time we finally got the replacement refractory installed it was Feb 13 - almost 2 1/2 months later AND several scratches on our fireplace trim later which the repairman said he would not be able to fix. So we still have the scratches. Needless to say we will never use Duncan's Fireplace and Patio Center again.

First of all DO NOT USE THIS COMPANY OR EVER PURCHASE ANYTHING FROM THIS COMPANY!!! I had went into the store on Tuesday afternoon, I was only customer. Ask about some parts for a fireplace as well as a service call. They were not friendly and more concerned about shuffling invoices around. Special ordered some parts as well as set up a service call to have them install the parts. First call to schedule the service call came about 5 days latter, excited to have my fireplace working. Set up the appointment for a couple of days later from 6:-8:30. I was surprised at the large appointment window but gave them the benefit of the doubt. A call from the service technician at 7:00 pm that night saying they he had a family emergency again gave him the benefit of the doubt. Rescheduled for the day before thanksgiving another window of 4-6:00 was worried but that seemed to be the the only time he had available. Called me at 6:57pm saying he was on the way. He offered no apology. HORRIBLE SERVICE!!! I have used lots of companies here in Indy and this is probably the worse service next to the cable company. DO NOT USE THIS COMPANY OR EVER PURCHASE ANYTHING FROM THIS COMPANY!!!

The installers were very punctual and very knowledgeable about the product. They gave first-hand examples of how the product would work. The finished product was just as it appeared in the brochure.

Wondering if these need to be replaced from time to time. Advised that because I have a larger firebox, we could add more.

Everything went great! Fantastic job!

They worked with us to get the size of outside bar we needed to complement our new landscaping. Then, they laid the gas lines to our new gas grill and to the fire pit area. When building the bar, they made sure that products were installed correctly and will last.

We've done business with Duncan's for several years and have always been happy with their products and services.

The service staff was on time, conducted the work thoroughly, and replaced all the necessary parts. The cleaning was a bonus.