FIREPLACE GALLERY

I stopped in the showroom on a Friday and requested an appointment. The woman said they would call me the next day to set up an appointment, which they did not so I had to call them. Mike called me back and set up an appointment time. He showed up, took a look at my project and emailed me a bid the next day which I agreed to. I asked some clarifying questions about the vague estimate, and found out the quote did not include venting the fireplace. When I asked him to requote, he then said the fireplace was too big and said "You said it was hot when you stopped in the showroom" so they are turning down my business. He was not in the showroom, so what does the fact I was hot matter? I wanted the fireplace as a divider in the room, and he said he was not going to put it in because the room was too small. (The main level is wide open with a staircase in the middle, so what room?) He also said he did not like the fact I asked if it had a remote because I should have read that in the literature and he did not like the fact that I did not want to see the fireplace work in the showroom. First of all, when I was in the showroom, I all of sudden felt I had to throw up. That is why I was hot and did not want to mill around the showroom for 45 minutes. Second, the fireplace I wanted was not hooked up, so how could I have seen it run? Overall, dealing with them was odd and I would never recommend ANY company that provides vague quotes and then turns down business when you ask questions. The world is changing, and the day of just having "some guy" do the work is over. People want information on warranties, what is included, etc. If he was so concerned about my unhappiness with the product, why didn't he tell me when he arrived and offered a different product or model? He only turned down my business when I asked for more details on the quote. By the way, I did end up throwing up after I left. I had food poisoning.

They seem professional and stuff when you were getting help in the store to by something. The installation was going good but then the fireplace didn't work after the the burn off period. They don't call back, they don't stick to their plan that they tell you when they're coming. When you have a busy schedule and you depend on someone to come at a certain time or get back to you and they don't, it is very frustrating. Spend your money elsewhere. You will be glad you did.

We purchased a new fireplace on 10/31 and scheduled installation on 11/14. We bought the fireplace & installation from them. They agreed to remove the old one & to install new tile if we purchased the tile, grout, and cement & had it available on installation day. We did that. On 11/14 nobody called and nobody showed up. I called the store at 10am and the installer answered the phone and said he got a late start and would be here in 10 minutes. He arrived an hour and 45 minutes later with a co-worker. I asked if they got lost and they said no. That should have been my first sign that this project was not going to go well! They looked at the project as if they didn't know what they had to do despite the fact that their sales guy had already been to our house to bid the project. They removed the old fireplace and then told me they had to go shopping. They left for 2 hours and came back. They worked until about 7pm that night and didn't finish it. He showed me how to use the fireplace, but neglected to tell me that it wasn't properly adjusted. So... when I tried to use it, it kept clicking on and off. It was unnerving so I quit using it. The fireplace was supposed to be painted a bronze color. It wasn't painted but he said he would do it. Instead of painting the entire face, he painted the 2 decorative pieces and left the rest black. When I told him that was not acceptable, he looked at me like I was picky or something? I told him it had to be ALL black or ALL bronze. He was going to leave without telling me when he was coming back. I assumed he would be back the next day to finish. Wrong! He had other installations to do on Friday. He would try to come back on Saturday, but he thought I needed to buy more tiles than I had on hand. Okay. So we make a special trip to the tile store on Friday to be sure we had enough tile for him to install it on Saturday. Saturday comes, nobody shows, no calls and so I call him at 10:30 only to find out that he can't make it today because he has a family thing. Cant make it Monday, how about Tuesday? Okay, Tuesday at 3. He shows up Tuesday at 4:30-no calls. At this point we plan for late arrivals. Who does service work during the dinner hour???? Kind of odd, but we have decided to take whatever we can get so that the project gets done. We are in a remodeling project and he has now moved into the painter's schedule. So I had quite a mess in my house! Carpet is coming on Monday, November 25th and I wanted this fireplace work done before then! Didn't happen. So ... Tuesday the 19th, he comes and makes another adjustment to the fireplace and leaves. I offer to call my tile guy to do the tile work, he says no he will get it done. He comes back on Thursday, Nov 21st again late at 5pm and hangs the tile. They continuously leave the patio door wide open, never take their shoes off - it was surreal. The tile needs 24 hours to set, so he will come back on Saturday to finish the grout. After he left on Thursday night, I notice that the tiles on the bottom of the hearth are not level - some stick up and some are sunk. I call the installer first thing on Friday so that he can rip them out if he needs to to fix it, instead he hims and hawes about what he can do. He thinks the grout will make it look better. Saturday comes and he can't make it. He comes on Sunday, November 24th I remember him working in my family room while my family watched the football game. Awkward! He is not a great communicator. So Sunday he hangs the last couple of pieces of tile and grouts it. He makes another adjustment because it is still shutting off by itself. He still doesn't have it painted, he needs to adjust the pilot light to make it smaller and the unit is not painted yet. Monday my carpet gets installed, so he says he'll be back on Wednesday, Nov.27th (day before Thanksgiving). I am so frustrated and mad at this point, I decide to go into the store to complain. To my shock, I find out that the installer is the owner! What??? The sales guy listens to my complaints and agrees that we have issues. He offers to help if I call him on Friday. We decide to let Mike the owner/installer come and finish up on Wednesday and then we'll see how it goes from there. Mike comes on Wednesday, finishes the grout, paints the fireplace with spray paint in my newly remodeled family room - the fumes were insane - we had to open all the windows despite the fact that it is 20 degrees outside. He makes another adjustment. He asks about the final payment, but I tell him I want to see if it works over the weekend. It doesn't. I am fuming mad now. I call the salesman and tell him that I am not happy. The owner calls me on Tuesday and asks for full payment plus an additional $350 for some extra work he did on the chase which he didn't tell me he was doing ahead of time so I can't even verify if he didi it? He offers me $100 off for the poor tile job. I negotiated a reduced payment and told him that I am done with them! I sent them a check. Unfortunately, I am not done yet. I was sitting in my family room last night, 12/7, watching TV, using the fireplace. It is clicking on and off sporadically. It clicks off and I hear a "whoosh" sound and it clicks back on, but the pressure or noise or blowback or something causes everything on my fireplace mantle to come crashing down. Glass is smashed, a chunk of wood is taken out. Broken picture frame. What a mess. I guess we're not done yet! Bottom line: Poor Service, Poor Quality Think seriously before doing business with this company!

See above - unprofessional, poor service.

The salesman, Mike, was very knowledgeable and helpful. The owner of the company installed the insert and he and his helper did a very good job, they were very neat, laid down a canvas from our door to the fireplace so they protected our floors. We love the new insert.

I was very impressed when I went to the store to look at fireplaces. It was the first store I went to where the sales person was truly able to show me different ways the gas fireplace could be set up. I wanted to have doors on the fireplace to make it look more realistic. He was able to quickly accommodate that request. Even though I had gone to four other stores (3 of which sold Napoleon fireplaces), no one seemed willing or interested in showing different configurations. The installer was not very prompt when coming to give me a quote. Nor were the two installers on time for the installation of the fireplace. My husband had to help them with tools in order to get out of the old fireplace and put the new one in. Other than that, everything went fine. I am thrilled with my Napoleon gas fireplace and would recommend them and this company to anyone.

BOTH THE SHOWROOM SALESPERSON AND INSTALLERS WERE EXCELLENT. THE GAL THAT HELPED US SELECT THE FIREPLACE IN THE SHOWROOM WAS EXTREMELY KNOWLEDGEABLE AND EDUCATED US ON THE ADVANTAGES/DISADVANTAGES OF DIFFERENT FIREPLACES. WE ASKED IF WE NEEDED A BLOWER AND SHE TALKED US OUT OF IT, SINCE THE ROOM WAS SMALL AND IT HAD A CEILING FAN ANYWAY. THE INSTALLER IS THE OWNER OF THE COMPANY, AND KNEW WHAT HE WAS DOING AND CLEANED UP AFTERWARDS. WE HAD INSTALLED A HEARTH PAD AND LEFT AN INCH SQUARE HOLE TO RUN THE GAS LINE THROUGH THE FLOOR. WE WERE WORRIED THEY MIGHT CRACK THE TILE OR MISS THE HOLE. EVERYTHING WORKED OUT FINE WITH NO PROBLEMS OR ISSUES. FROM INITIAL QUOTE TO COMPLETED INSTALLATION WAS 18 DAYS (WHICH WAS VERY REASONABLE CONSIDERING SEASON-OCT/NOV). WE SCHEDULED AN INSTALLATION FOR A LATE AFTERNOON/EVENING, WHICH FIT WITH OUR SCHEDULES. ARRIVED ON TIME. PRICE WAS IN LINE WITH OTHER QUOTES WE RECEIVED. WOULD HIGHLY RECOMMEND USING THEM AGAIN.