MIDWEST FIREPLACE

They finally fixed the problem but the company would not honor the warranty, they said they only handle warranty for commercial customers and I would have to deal with the manufacture directly.

Great. Not only fixed the problem but checked everything out and cleaned up for me.

professional job done on time

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See above but we did not appreciate basically being called liars when the tech said he didnt think they did this install. Was an easy fix but they didnt seem to want to work on something they sold. We learned our lesson but missed fireplace during holidays and cold spell in late December-January.

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Cleaned Fire Place Box

Unfortunately they broke the glass front at the warehouse and so project was delayed until after Christmas. They protected the floors from dirt and dust. Would not leave until everything was in proper alignment. Went over basic instructions on how to use. Very nice an efficient gentlemen.

Agree with another reviewer - couldn't be bothered

Very poor response on phone. I was looking for someone to come out and give me an estimate. It was though it was a bother for them to do so.

rude. not helpful

We recently added a screened in porch to the back of our home and purchased a natural gas fireplace from Midwest Fireplace. For $150, they came out and installed the fireplace (my contractor said he couldn't do it for that price). In addition, we purchased 85 square feet of stacked stone from them that one of their guys installed in a day on a 11 1/2 foot tall wall. It looks absolutely stunning and we have received a lot of compliments. I called Dave (the owner) several times to ask questions prior to the installation. He was always extremely helpful and polite. His staff that came to my home to install the fireplace, then to install the stone, and then another visit to get the fireplace working properly were all extremely polite and professional. I would definitely recommend them to others looking for this type of work. The plumber installing the gas line was so impressed with their work that he asked for their name and number. Kudos and thanks to Dave, Mark and Jesse.

See above

Don't just ask to schedule a call; do explain your situation clearly.

Our fireplace wasn't functioning for several months because we had the gas turned off while the chimney was being repaired, and when the chimney contractor went to re-light it, he discovered the thermal couple needed to be replaced. A week before Christmas, Jenny from Midwest Fireplace came out and did not have the correct part. She tried for a few hours to adapt another manufacturers' part to get it working, but it was no use. She really did knock herself out trying to get our fireplace working for the holidays, but finally, she had to go back to the office and order the part. The new thermal couple came in the Friday before Christmas, and on Monday (Christmas Eve), another tech came out and installed it and got the fireplace working. He also took the time to show my husband and me the correct way to use the fireplace and the blower.

They ran into a minor difficulty during installation involving the blower cord being too short, resulting in my 100' outdoor extension cord being trapped up into the flue as part of the permanent installation. I had left my work phone number for them, but they did not call to ask how to handle it, which was poor judgment on their part. Also, they left a cosmetic piece (the "canopy") off the insert, and made no mention of it until a couple days later when I noticed it and called to ask. They promptly brought out the canopy and installed it, and retrieved the extension cord from the chimney. In the end, it was a good installation and all is well. However, the process was harder than it needed to be. I would probably use them again, but would ask a lot more questions and make sure I was around during the installation.

DUE TO THE FACT THAT I JUST INSTALLED AN ENTIRE HVAC SYSTEM, I DECIDED NOT TO DO ANYTHING ABOUT AN INSERT AT THIS TIME. THEY WERE VERY HELPFUL AND ANSWERED ALL MY QUESTIONS. I WOULD DEFINITELY USE THEM IN THE FUTURE WHEN BUDGET ALLOWS.

QUICK RESPONSE TO SERVICE REQUEST. POLITE, WELL-TRAINED TECHNICIANS.

ALTHOUGH THERE WAS A MINOR PROBLEM WITH THE INSTALLATION THAT WAS CORRECTED, EVERYTHING ELSE WAS FIRST-RATE. THEY LINED THE CHIMNEY, AS WELL. EVERYONE WAS HELPFUL AND COURTEOUS.