The Fireplace Guys

This year I was experiencing the same problem, however they now only repair fireplaces that they originally installed. Not a very nice way to treat a repeat customer.

The service was excellent, "A" Rating on their work. They were very careful, efficient, and they were very pleasant to work with and not a very pushy. Jeramy is my technician, and he was excellent, I highly recommend the company.

New glass with seal ordered promptly after first visit, then appointment made as soon as parts were received. No charge for first visit when problems were discovered. Only did the work required, did not try to sell more than needed. Also good at explaining the cause of issue and maintenance needed.

I loved working with this company! The process was smooth and well communicated from the visit to give me an estimate, selecting the product and installing the new unit. It was very helpful to visit their showroom to see the wide variety of fireplace options available and to actually see how they work. They handled all aspects of installing the unit including permits and inspections.

He did an excellent job and showed us what product to buy to clean the glass again when it gets dirty.

The service was excellent from beginning to end. The original person that came out, initially spent about a week trying to find new piping for a more than 20 year old gas fireplace. When it became apparent that it was not available, the Fireplace Guys laid out all my options clearly and the costs. Ultimately it was decided to replace the existing fireplace and the work that they did was amazing. They were incredibly attentive to the smallest detail. I will absolutely use them again

Very good! Knowledgeable and friendly sales staff and excellent installation crew.

Problem resolved and nicely cleaned

I was thrilled with the work. It had been four years and I just thought it didn't work because when I turned it didn't come on but they got it working and it's still working.

Excellent experience; technician showed up early, was professional, thorough and tidy.

Great! Technician arrived within the designated 2-hour window. Very courteous and efficient. Didn't make a mess. He recommended a new wall switch, but didn't have any on-hand...he said we could get one from Menards for about $2.50, otherwise they could install it at a later time for about $50.

Estimator was quick to make an appointment and arrived on time. He was able to provide knowledgeable answers about all their products, and answer detailed questions about the feasibility of the project. They made sure to have their head installer come on site to review for any potential hidden surprises. Firm quote was slightly below other companies. They do require 50% down before work will be scheduled. As other reviews noted, there was resistance to officially amending or adding scope or specifications to their standard contract. Installers arrived on time. Work went surprisingly fast. It had been quoted that this would be a two day job, but installers were only scheduled to have it done in one. When they couldn't finish, they returned "after hours" in the early evening the next day. Payment was asked for even as the crew was packing to leave. Due to rush, a few smaller items were left incomplete or not done to a very high standard. A call about these resulted in the crew foreman returning quickly, on his own time, to address the items to our complete satisfaction. Overall we were very happy with the final result. As with any project, expect that the work needs to be checked as it progresses for completeness and quality of workmanship.

Very happy with the service - technician was available on short notice and charged less than the company we had used before; fireplace looks and works great.

Results were a mixed bag. Sales was great. Responsive and easy to work with in every way. The installation left room for improvement. The installers didn't have enough lumber to complete the job and 'borrowed' from my inventory so they could keep going. They came back later and replaced the stock. And they didn't have enough dry wall, so again they pulled from the stock I had. This wasn't replaced and while they didn't use much (less than 1/8 of a sheet), it left with me a partial sheet. If they'd asked, the right thing to do, I'd have pointed them to a partial sheet. On the plus side they completed the job in just over a day. The plan was for The Fireplace Guys to remove the old unit, frame and install the new units put up drywall. We'd finish doing the mud, tape add tile and a mantel. The removal of the old unit went very well. The framing and electrical work was fine but we thought the drywall install in particular was pretty sloppy. I actually removed one section and shimmed it so it would fit better. We shopped five places before deciding on this group and their prices very competitive. We really wanted gas units made in the US but the only company who offered US made gas fireplaces cost 20% more.

The entire process was outstanding. From initial stop at showroom, to having measurements taken, and the installation, Everyone was friendly and helpful. The installers were prompt, respectful of our house, and did a terrific job.

I received a proposal by email. It detailed the work to be done and included a paragraph stating many reasons the work could be delayed and another paragraph stating that subcontractors could file a lien against my property per MN statute .... The contract seemed to have a lot of disclaimers like " additional costs due to unforseen circumstances".. I asked a couple questions to clarify what was meant in the contract. One example is they had written "estimated hours" on several line items. I asked if that meant the labor charge was an estimate or if that meant the labor charge was calculated and fixed. The reply was that the labor charge was fixed. OK that was good. The contract required 50% down payment which is higher than the 20-30% recommended by Angies List but I decided I could live with that. I didn't negotiate the cost. I asked them to include a start date and a completion date on the contract. I said they could pick the dates that worked for them, I just would like something on the contract. I also asked for them to provide lien waivers at the time of final payment based on their paragraph about that subject. The response I got from Wayne Wisner (owner and general manager) surprised me. He said that he had spent way more time writing his response than he wanted to, and that he was concerned that I was analyzing every single item on the proposal. Basically he said that I should just trust him and that if he didn't do a good job he would get poor reviews. He concluded by declining to bid on the project. Do people just sign contracts like this? Don't people read what they are signing? Is asking for a start date, completion date and lien waivers too much to ask? Angies List also recommends having a penalty for missed deadlines. I am sure the Fireplace guys wouldn't ever agree to that. I get the impression they work more with general contractors and don't really want to work with individual homeowners.

Everything from the estimate thru the installation went very well. The installers were very professional and did a good job of being respectful for our house which reflects greatly on the company. The city inspectors sure don't do much and don't do any testing. The installer retested the gas lines after the inspector cleared everything and left and noticed small leak at a connection point and fixed it with a wrench. This reflects highly on the professionalism of the installer and company. One piece was mislabeled and the installer came back the next day with the piece for our insert and installed it early the next day. Great service and good installers, which make this a good company. I plan and want to us Fireplace Guys for all routine the maintenance on the Regency Insert.

Awesome - did a great job and would highly recommend to anyone!

Wayne and his team were exceptional from the initial visit through the installation of a Kozy Heat gas insert in our basement. They even had a custom metal bar made to raise the surround at no charge. We plan to use them again this fall to convert another fireplace to gas.

Everything went great! The quote was well below the competition for an insert that was equal if not higher quality. The installers showed up on time and treated my house like it was their own. Drop cloths were used and everything was cleaned up at the end of the day. The decorative rock installation looked great and the mantle is fantastic. I now have the showcase that my living room needed and I couldn't be happier with the service that I received.

showed up promptly, did the work on the fireplace, we were pleased with the work done, no complaints.

The installers showed up on time and went to work on pulling out the old insert and replacing with the new gas burning insert. We had to wait a while for the city inspector to show up, That was really the only down side to the whole installation. The fireplace looks really nice and puts out plenty of heat in our downstairs.

Everything went smoothly. Two installers worked quickly and neatly. Job took about 6 or 7 hours. We now have a gas insert that provides heat for a large family room making it very livable.

I went into the Fireplace Guys store to get an estimate on replacing my gas logs. I talked to Angie who is a customer service person. She showed me a catalog of gas logs and asked that I look at it and get back to her with those we had an interest in and she would provide the cost. That very same afternoon I called her and gave her a list of four gas log sets we had an interest in. She said she would get back shortly with an estimate. It took an entire week for her to email me a proposal of the cost. Bare in mind we already have an existing set of gas logs so all that is required is to remove the old and replace with the new. The gas line is already in place. I had questions on some items in the proposal so I called her. She could not answer one question I had concerning the burner and whether it included a remote start or not. I explained that we did not want the remote start because I had to get into the fireplace to open the flue so it really didn't do us any good. I didn't want to pay the extra $100 or $200 hundred dollars for the remote. I did not hear back from her so I went back into the store a week later and talked to her again. The answer was that the burner and the remote came together so I couldn't get it without. Why she couldn't have answered my email with the answer I'm not sure. Instead I would be still waiting to hear from her if I had not gone back into the store. Very disappointing service. As far a having to have the remote because it some with the burner isn't the case. I did research on the internet and you can buy the burner and the remote separately in any number of places. I find it hard to believe they can't provide one without the other. John Wilkinson

Ever since I purchased my condo, the 3-sided fireplace has been an eye-sore. The ceramic logs never looked right. The glass was dusty and smudged, but I didn't know how to get inside to clean it. Finally, we were unable to light the pilot light this fall. Taylor is a professional in every sense. He arrived promply. Removed his boots (it is winter here), helped me move a heavy bench out of his way and spread a generous generous drop cloth. He systematically dismantled the glass surround and the logs, grate, etc. He knew that darned fireplace. He explained the problem with the pilot light showing me the corroded part. He had the needed replacement in his truck and installed it. He worked for 2 1/2 hours and left me with a sparkling, beautiful, better than I ever expected fireplace! And through the entire time Taylor was relaxed and friendly. He cleaned his work area. We went over his paperwork item by item. I consider him my fireplace go to guy. Can't wait to show off my new beautiful living room feature.