The Fireplace Guys

Great. Prompt and thorough.

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Very well.

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We made an appointment with Wayne Wisner, General Manager of The Fireplace Guys to get a bid for the job. He arrived on time and provided excellent information and recommendations. He was able to address concerns we had about how to preserve existing tile face for the old fireplace and keeping our current vinyl siding outside where the old fireplace would be removed. He gathered many details about the job and was very skilled at managing our expectations so there would be no surprises. He promised to provide a bid in 2 days and the bid arrived as promised. After checking references, and other pricing options, we contracted with The Fireplace Guys. The contracting process went well and we were given an installation date when we signed the contract and provided a down payment for the work. Two installers arrived promptly on the agreed date. They both were very careful to minimize construction debris in the house. Both installers were highly skilled and confident that the work could be completed as promised without any problems. They successfully removed the old fireplace through the wall thus preserving the tile surround. Because of the approach they used, there was essentially no mess inside the house and our fears of having to replace the tile were gone. They installed the new fireplace that fit perfectly in the same space as the old fireplace. They finished the installation in the same day as promised. We are very pleased to have a working fireplace once again without any problems. We recommend The Fireplace Guys and would use them again.

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It took them a long time to get out here. I don't like or dislike him. The tech who came out was professional. They had to send a rep the second time. The person didn't listen to me the first time with what I thought was wrong with it. They tried to fix something else. It didn't work after they left so I had somebody come back a couple of months later.

From the very first meeting with Wayne from the Fireplace Guys I knew I had made the right choice going with them to replace my fireplace gas log insert. I had went to another local fireplace store and found them to be somewhat aloof and very pricey compared to the Fireplace Guys. My initial quote from the Fireplace Guys over the (FHand H) store was a third less overall, and I felt like Wayne really listened to me. We talked about a few different options and what it meant for the total visual appeal for the room. Once I selected the Fireplace Guys for the fireplace work, Wayne came back out to confirm my estimate and make all the necessary measurements again to ensure it all worked out as expected. Instead of going with a traditional insert I had a larger insert installed that vented out the back for a bigger fireplace view in the room. I'm really happy with the size of the Heat n Glow insert and the ease of using it with the remote control throughout the room. Any questions or discussions I had with the Fireplace Guys I had them with Wayne and really no one else. I never felt like I had been handed off to someone other than the initial salesman from beginning to the end of the fireplace installation. I also had the same two installers throughout the fireplace insert and fireplace brick installation process. Everyone I worked with was professional and punctual. I've recommended the Fireplace Guys to my co-workers and I would highly recommend them to anyone needing to update their fireplace whether its just the insert or the whole thing!

Wayne was nice, he came out on time to check out my fireplace and give an estimate, but he never got back to me with it.

Taylor showed up promptly at 7:30 am on Saturday morning which I greatly appreciated! I explained that the remote for my gas fireplace did not work and that the blower was not working. After checking out the fireplace, he informed me that the remote the previous owners left behind was NOT the remote for the fireplace (but instead, a remote for a space heater.) He also replaced a plate under the blower to speed up the blow time (1 minute vs. 15 minutes.) He said that for an additional cost ($149), he could install a remote for the fireplace, which I had him install. He walked me through how to operate the remote and the details behind the warranty. He did an excellent job and I would recommend The Fireplace Guys.

Wayne (General Manager) came to the house to discuss options and cost. He did a good job of explaining the appropriate options that would fit in my existing space. He gave a firm proposal at that time. Installation took place a couple weeks later, with Tom (Operations Manager) removing the old fireplace and installing the new one in one day. No problems were encountered. My old fireplace vented thru the roof, whereas the new fireplace was vented out the back of the house. Tom sealed off the old vent by putting insulation into it and modifying the roof cap to keep water out. To finish off the wall around the fireplace, Tom used Durock. After installation, he showed how to remove the glass, attach the front, and use the remote control. He also pointed out where the controls were under the fireplace and how to adjust them. My only complaint is that Tom did not align the fireplace flush with the surrounding Durock, even though he knew I was going to use Cambria quartz as the fireplace surround. The fireplace was sticking out from the wall by 1/4and quot;. As I found out later, the fireplace needs to be flush with the wall to properly install the Cambria. Bottom line is that I incurred some additional expense to have the fireplace adjusted so that it met the needs for my Cambria surround.

Bid was initially scheduled for a Saturday but they had to move it (somewhat last minute) due to a conflict. We rescheduled to a Thursday evening, which was not as ideal as the weekend, as our evenings are busy getting our young children fed, bathed, and in bed... but I was ok with it to keep the process moving along. Wayne came out for the bid. Seemed like a nice guy, knowledgable, etc.. He said he would provide the bid on Monday... normally he would provide it earlier, but he was going out of town for the weekend. I was totally fine with that turn-around time. Monday came and went without a bid. I waited until Wednesday to follow-up on getting the bid. I was informed that Wayne was and quot;working on itand quot; and would get to me soon. I followed-up roughly a week later and was told that Wayne was traveling, but was working on it on the plane and should get it later that afternoon. I followed-up a week later and was told that they would look into it, as Wayne should have got it to me already... they supposedly were going to call me later that day to let me know whats going on. Needless to say, that was three days ago and have yet to get that call back. I have lost my patience. My speculation is that the company had no desire to give me a bid, perhaps because they were not comfortable with me buying the fireplace on my own (less profit for them). If that was the case, I wish they would have just been honest with me upfront and not wasted our collective time. I don't like giving a company and quot;Fand quot; ratings because they didn't give me a bid... they clearly can choose to do business (or not) with whoever they like. That said, my and quot;Fand quot; rating is simply because of the lack responsivness, follow-up, and general lack of professionalism. I tend to think Fireplace Guys probably do good work. However, being a good contractor goes beyond simply installing a fireplace... it also is a function of their relationship with their customers. In this case, I didn't appear to have a relationship at all.

Excellent. Very informative and patient sales person. Great follow up to questions and information he didn't have "on the spot". Installers polite, neat, cleaned up after themselves, patient with our 3 curious and "helpful" dogs. Very professional.

Their price was actually very reasonable. I like every part of everything they did. They were neat and prompt, and they did a nice job! It was an excellent work at a reasonable price!

Our experience was positive from start to finish. My husband and I could not agree on the style or location of the fireplace in our family room. Wayne came out to give us an estimate and was able to provide ideas that we had not even thought of. His advice and expertise helped us come up with a design both of us were happy with. Tom and Taylor came to install the fireplace, stone the surround and the mantle and cabinets. They did a beautiful job! All 3 (Wayne, Tom and Taylor) were able to provide detailed explanations for our many questions and are very knowledgable about the products they use. They were all punctual, professional and cleaned up their mess on their way out! We were able to just sit back and enjoy our new fireplace. We would definitely recommend The Fireplace Guys to our family and friends.