Duncan's Fireplace & Patio Center

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Great.

Very, very good!

Workers were very polite, efficient and knowledgeable. Work completed in a little over three hours. Extremely satisfied.

Overall, very easy to work with. Had to work pretty hard to get pictures of basic units as we just wanted very plain logs with no doo-dads.

Gave estimate in a timely manner. Showed up when they said they would. Cleaned-up and hauled away old materials. Answered questions in a professional manner. Would use again.

Steve Duncan placed our order. When the furniture arrived, we had two problems. A table that came with the wrong hardware, and chairs in a defective box that came apart on the way home, causing damage to one of the chairs. Neither Steve Duncan nor Tropitone felt any need to address these issues in a timely manner, or to our satisfaction. We will never use Duncan's again (nor will we buy Tropitone furniture again), and would not recommend them to anyone, as they do not seem interested in satisfying the customer.

THE SERVICE PEOPLE WERE VERY WILLING TO SHOW ME AROUND THE STORE AND DESCRIBE THEIR VARIOUS PRODUCTS, BUT DIDN'T SEEM TO HAVE ANY INTEREST IN MAKING A SALE. I COULDN'T UNDERSTAND WHY NOT, BUT WONDERED IF PERHAPS THEY MIGHT HAVE ALREADY HAD A BUSY INSTALLATION SCHEDULE. I NEEDED TO FINALIZE MY DECISION ON A FIREPLACE WHICH NEEDED TO BE INCLUDED IN A BASEMENT REFINISHING JOB, SO I HAD TO PUSH THEM TO MAKE THE SALE. I TOLD THEM I WAS PREPARED TO ORDER AND PAY FOR THE MATERIALS AND SCHEDULE THE INSTALLATION SO THEY COMPLIED. QUALITY OF MATERIALS AND PRODUCTS IS EXCELLENT AND PRICES ARE FAIR. THEY USE A SUB-CONTRACTOR FOR INSTALLATIONS (SAME ONE USED BY MULTIPLE FIREPLACE SHOPS). THE REASON I CLOSED THE DEAL AT THIS PARTICULAR SHOP IS THAT THE SALESPERSON (AFTER REPEATED QUESTIONING) GAVE ME SPECIFIC DIRECTIONS ON HOW I COULD COORDINATE THE INCLUSION OF TILE INTO MY FIREPLACE.

OWNERS WORKED WITH US TO GET THE RIGHT LOGS and SET UP TO CONVERT FROM FULL MASON FP TO GAS LOGS.

I THINK THAT THE RETURN OF PHONE CALLS SHOULD BE HANDLED BETTER. NEED TO FOLLOW UP WITH THE CUSTOMERS.

WAS PROMPT AND PROFESSIONAL WHEN THEY CAME TO OUR HOME TO GIVE ESTIMATE. ORIGINAL ESTIMATE TOOK A WEEK OR SO. WHEN WE ASKED TO REVISE ORIGINAL ESTIMATE FOR THE ADDITION OF A MANTLE PIECE AND A MINOR CHANGE IN HEARTH DESIGN, THINGS TURNED SOUR. THEY PROMISED THE REVISED ESTIMATE WITHIN THE SAME BUSINESS DAY. IT WAS TO BE FAXED TO OUR HOME. HOWEVER, WE WALKED AWAY FROM THE STORE FEELING THAT THEY WERE NOT REALLY INTERESTED IN HELPING US DUE TO LACK OF ACCEPTABLE RESPONSE TO SOME OF OUR QUESTIONS, AND A GENERAL FEELING THAT WE WERE BEING RUSHED TO COMMIT. I DID NOT FEEL THEY WERE FULLY KNOWLEDGEABLE IN THE JOTUL LINE OF STOVES. OWNER WAS NOT CERTAIN THAT STOVE WOULD FIT HEIGHT OF OPENING. I HAD TO REMIND HIM OF SHORT LEG KIT. THIS WAS ON JANUARY 22. WE WAITED FOR THE NEW ESTIMATE TO ARRIVE AS WE WERE EAGER TO START THE PROJECT. WE JUST RECEIVED THE ESTIMATE, FEBURARY 5TH, $4900. SLOW TO RESPOND TO REVISED ESTIMATE SO, WE CHOSE ANOTHER COMPANY. WHICH ALSO SAVED US QUITE A BIT OF MONEY.

THE COMPANY DID AN EXCELLENT JOB. EVEN THOUGH THE STOVE HAD A BROKEN HANDLE, THE INSTALLATION WAS ON TIME AND DONE PROFESSIONALLY. THEY DAMAGED THE CEILING PLASTER, BUT FIXED IT WITHOUT AN ARGUMENT. THEY ALSO FIXED THE BROKEN HANDLE PROMPTLY.

STEVE DUNCAN WORKED WITH ME ON AN UNUSUAL PROBLEM. I HAD CHOSEN A STOVE FROM RAIS and WITTUS, A SMALL SCANDINAVIAN FIRM THAT DISTRIBUTES FROM A NEW YORK OFFICE. STEVE WAS VERY HELPFUL, EVEN THOUGH HE DOESN'T SELL THEIR STOVES DIRECTLY. HE ALSO HELPED ME CHOOSE A HEARTH, ETC. FROM DUNCAN'S SELECTION. HE HELPED ME ARRANGE TO HAVE THE STOVE SHIPPED TO HIS STORE. WHEN IT ARRIVED, WE SCHEDULED THE INSTALL. HIS FOLKS WORKED WELL WITH OUR ROOFER. THE INSTALL WAS A MAJOR OPERATION, AS WE HAVE 27 FOOT CEILINGS! THEY EVEN CAME BACK TWICE TO TOUCH UP THE PAINT ON THE SEAMS TO HAVE IT IN GREAT SHAPE FOR OUR NEIGHBORHOOD HOME TOUR. I HIGHLY RECOMMEND THEM!

INSTALLATION WAS DONE BEFORE PROMISED DATE. INSTALLERS (LEE HAAS and CREW) CLEANED UP WELL AND EXPLAINED THE FUNCTION OF THE INSERT. A RETURN VISIT BY INSTALLATION CREW TO RECTIFY AN INSTALLATION ERROR (INTAKE/EXHAUST MIXUP) WAS PROMPT AND APOLOGETIC. HOWEVER, DUNCAN'S STORE PERSONNEL ARE NOT ALWAYS KNOWLEDGEABLE ABOUT THEIR PRODUCTS OR THE WORK THAT IS BEING DONE BY THEM. CALLS ARE NOT ALWAYS RETURNED PROMPTLY.

THE SERVICEPERSON WAS VERY AMENABLE TO EXPLAINING EVERYTHING TO ME AS HE DID IT. HE REMOVED THE DOORS AND TOOK THEM OUTSIDE TO DO THE 'DIRTYWORK' OF GRINDING AWAY BURNT ON STUFF AND REPLACING GASKETS. USED A SHOPVAC TO CLEAN UP ALL AROUND THE STOVE WHEN FINISHED.

THEY WERE MESSY, DIDN''T CLEAN UP ANY PLACE THEY DRILLED HOLES. DRILLED HOLES TOO BIG AND JUST LEFT IT. WERE NOT PROMPT IN RETURNING CALLS OR SERVICE WHEN UNIT KEPT GOING OUT.

PLEASANT, PROFESSIONAL, CLEAN, KNOWLEDGEABLE

DUNCANS HAD THE BEST PRICE AND OUR 30 YEAR OLD GAS GRILL LOOKS LIKE NEW!

HE DID A GOOD JOB. RESPONSIVENESS WAS A LITTLE SLOW. THE QUALITY OF WORK WAS GREAT. HIS CLEAN UP WAS VERY GOOD AND WAS CAREFUL WITH MY GRASS. HE WAS VERY COURTEOUS. PRETTY REASONABLE RATE.

SERVICE TECHS WERE EXTREMELY POLITE, KNOWLEDGEABLE. WORST PROBLEM IS CONTACTING THE COMPANY. I HAD TO CALL APPROXIMATELY 10 TIMES. ONLY ONCE DID I GET A REAL LIVE PERSON. I WAITED 3 DAYS TO BE CALLED BACK. THEY LEFT A MESSAGE. I CALLED BACK, GOT A MACHINE, ETC.

THEY DID GOOD FOR US AND A GREAT JOB

PURCHASED AND INSTALLED NEW GAS GRILL, INSTALLERS RAN GAS LINE AND WORKED IN THE EVENING TO GET JOB DONE BEFORE A PARTY

PURCHASED AND HAD INSTALLED GAS FIREPLACE. GOOD WORK