Plank Road Fireplace

Look at other poor reviews - this is the truth of this place. 1. Terrible customer service. Never return calls. Never follows through. 2. Never came close to time frame deadlines. Project quoted at 4 weeks took over 8 months. Their excuses - it wasn’t us, it was company x with the part or manufacturer y not delivering it or is just behind. 3. Price is ridiculous the product. 4. Called day of install to cancel for…reasons?? Never returned multiple calls asking for progress. Clearly only care about themselves and not the customer. When they were on site, installers were courteous and mostly proficient. They did lie about not completing the install when they originally said it was all good to go so had to wait months to finish.

$51.00 for the part and $120 for the labor which took 20 minutes to install... I knew before hand, so it wasn't a surprise, but even so......

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Excellent Would not hesitate to use again!

I dropped off the door to the wood stove in August. The glass in it had been broken by guests we had at our cabin when they attempted to shut the door while a piece of wood was in the doorway of the wood stove. The gasket needed replacing as well. When I dropped it off in August, my hope was it would be ready by mid-September for the cooler temps. When I dropped it off, I spoke directly with the owner, Mike and was advised the total cost would be around $125.00 and to allow 1-2 weeks. Three weeks later, I called to check the status, I was advised by the owner Mike, the wood stove comes from Canada and will take longer than normal, and this is why HE "only buys American!" As much as I may agree with the statement, I did not purchase the wood stove, it came with our American built cabin. Two weeks later and still nothing. The door has been there for five weeks and October is here in two days. I called to check the status and Mike, the owner said he'll call me back. He did not call me back. He had an employee call me back and let me know my door had been forgotten about and has been in the back all this time, the glass has never been ordered. I guess the Canadian Company didn't take longer than usual after all. I guess Mike just didn't get around to it. It get's better...or I mean worse. While the employee is sharing the bad news, he then advises he's ordering the glass today and the total cost is going to be $188.67 and it will be another week or two. No! We are picking up the door and taking our business else where. I then go onto their facebook page to see a customer comment from 2012 stating a very similar experience and said they will never do their business with them again either, and they had purchased their wood stove from them! It appears this type of service has been going on for years, I do not know how they are still in business! Not one apology, not a rapid replacement, not a discount to the original quote...nothing! I will never ever step foot in Plank Road Fireplace again.

A great company. Cleans our wood burning fireplace every year. Will never call anyone else. Great service! Tops! Tops! Tops!

I spoke to the people at Plank Road a few times before deciding to purchase the fireplace there. I was told they would install the fireplace, I told them I would have the "box/frame" built and ready for them. So that is all I thought I had to do. The "knock-out/ box" was ready for them...they arrived on-time and looked at the framing and then said they would have to charge me extra to hook up the gas and elecric. I had them leave, my boyfriend had to bring over the gas and electric into the box for them. Next a contractor was doing some work on my house and said that the fire-resistant drywall needed to be caulked with special caulk. When I asked Plank Road, they told me "nahhh - just the drywall up was fine". The contractor doing other work told me it wouldn't pass inspection if I didn't... I removed the fireplace, fixed the drywall - inspite of Plank Road. Plank Road then returned and installed the fireplace. After it was in and operational, I asked them where the "brick back" was...they said "oh that was extra". it shouldn't have been as I had purposely asked about it when I purchased this fireplace. I would not hire these people again! There was hidden costs and inaccurate information that had to potentially cause a lot of grief.

Installer was very polite and efficient.

They were on time, fast and thorough. Service was as expected.

Reinstalled a wood stove fireplace insert that was improperly installed by the original dealer and left cold air pouring in. The quantity of cold air leaking in around the wood stove insert has been dramatically reduced. No complaints.

We went into their showroom and spoke with two fireplace/woodstove experts to get a quote for a Lopi Freedom Bay wood burning fireplace insert. They gave us a verbal quote of $4200, but when they came out to the house the quote was $5642 with no justification for the price increase. We later found out that we could get it all done for about $3800 after taxes elsewhere.

Just called for a quote

Very satisfied with everything, They have a super team..

They moved our wood stove from one location in our home to another location in our home. The took a part the original installation, and moved the stove and installed in the new location. They also removed an older stove that was in the new location and hauled it away. The entire project went very well and only took one day.

In the showroom they were patient and very in-depth as we discussed installing a new gas fireplace to replace a woodburning fireplace. They came to house twice for installation and again for a service call when pilot would not light due to our error. The fireplace is beautiful.

This installation was excellent. And the timeframe between 'order date' to 'install date' was very good, just 2 weeks. The salesman gave me various options when I was looking to replace my wood burning insert with a gas or pellet insert. He relayed the high/low points of both options. I decided on the gas insert. The installation was professional, it met the town code requirements, and the folks were a pleasure to work with. Highly recommend this company.

Installation went well. It was done fairly quickly in spite of a downpour that day and everything was clean when they finished. I was nervous about them cutting into the roof, but everything is still tight and dry over a year later. This was our first pellet stove and it has been a learning process. The stove itself has been hit or miss with thermostat issues. We ended up resolving that ourselves with the manufacturer after Plank Rd Fire could not provide assistance and seemed unaware of glitches in the owners manual. Subsequent trips to the store have been met with very poor customer service and surly attitudes by the employees. It seemed once the stove was purchased they wanted nothing to do with helping us. Supplies and materials are now being purchased elsewhere and we will not return to their store.

Everything went well from beginning to end. There was an excellent selection at the store and the staff was very knowledgeable. The installation went smoothly, and the fireplace is operating just fine. The new tile for the fireplace surround and hearth was installed by tilers supplied by Plank Road Fireplace, and their work was also excellent. No problems encountered at all, and I am very pleased with the whole experience.