Aspen Fireplace & Patio Inc

My score of C is an average between a D/F for my salesman and A/B for the owner who worked hard to correct the situation. I ordered the insert the first week in October, paid 1/2 down, and was told it would be in and installed by the end of the month. (2 wks for delivery and 2 wks for installation to be scheduled) After 2 wks, I called frequently to check on delivery. Sales people I spoke with (mine and others) had little to no knowledge of the order or when it would be delivered. and quot;we'll call you...and quot; I felt answers were unsubstantiated - and quot;should be tomorrowand quot; and quot;it was shipped yesterdayand quot; and quot;it'll be shipped tomorrowand quot; and quot;a shipment just came in-it's not hereand quot; and quot;it's been here for a few daysand quot; and quot;we'll get it installed by the end of the weekand quot; and quot;we can't install it for another 3 wksand quot;. When it was finally installed, it was discovered that an integral part for installation was missing - a part that I was told at time of ordering was decorative and I didn't have to order it, so I chose to omit it to save money. I had been cautioned that if I chose to add it on later, it would cost me more money to order it separately and I'd have to pay more in shipping charges .At some point in all this (before it was installed) I left a message on the owner's (Pete) voicemail telling of my frustrations. He immediately made an honest effort to correct all situations. The installer, Michael, and his helper Scott, were wonderful. The part was ordered and I was charged for the omitted part, but not the shipping. It had to be custom cut for a good fit and that was another 2 visit installation. After installation, I had problems with it staying lit and again Pete did everything he could to correct it. Finally a different chimney cap had to be ordered and was installed (no charge) and it works fine now. My thoughts are - my salesman should have known his products and the correct parts should have been ordered. A salesman should be connected with his customer and be knowledgeable of the status of the order and stay in contact with the customer -especially if the estimated time is not met and if the customer keeps calling. Be pro-active. Call the supplier. Call the customer. Even if it's to say and quot;I'm not sure what the hold up is, but I'm on it and I'll get some answersand quot;. Some communications between the sales people could have eliminated some of my frustrations. Messages weren't given, phone calls not returned. I realize a small fireplace insert is 'small change' compared to larger projects Aspen has been contracted for, but if you're going to insist on 1/2 down and the remainder to be payed before installation, and have a no refund/cancellation policy, make me a happy customer. Again, Pete did an outstanding job in correcting everything and spent a lot of time personally tending to the problems and I am thankful for his efforts.

From start to finish, everyone with Aspen was professional and great to work with. They were always on time, explained everything that needed to be done, and discussed options to achieve the desired end result. This was an unusual project - not a routine removal/replacement. Throughout the project, they made sure everything was done correctly and to our satisfaction.

Please see the services performed for the story from start to finish.

They were very professional and even helped me with some related work that was not part of the original job and did not charge me extra.

We are very pleased with Aspen Fireplace. The initial phone estimate was accurate and significantly cheaper than what we were quoted by a popular competitor. They arrived exactly in the time window they gave us over the phone. We had not used the gas fireplace since we had moved in the house so we had many questions that were answered patiently and professionally. They cleaned the fireplace, started it, made adjustments and explained the operation and the specifics of this type of fireplace. They replaced the batteries so the fireplace can be started with a remote and demonstrated the use of the remote. They cleaned thoroughly after they were done. Overall, we had a great experience and we had not told them in advance that we are members of Angie's list, so they were genuinely interested in doing a great job and were very professional. Highly recommended! A++

Nice Showroom, Friendly staff. That is where the fun ended. Put 500 dollars down on a fireplace insert and installation in November, 2010. Told me they would call me when the ONE part they needed came in. Each week I called them and they told me to call next week. They never called me FOR A MONTH. In my humble opinion this is no way to do business. They should be calling ME. Asked for 500 back and recieved full refund. THAT I got a refund is the only nice thing about the whole experience. Advice: - don't pay them anything until all the work is done. Use a Credit Card.

Visited Aspen's showroom where we met Brian and told him our concerns reagrding our exisiting fireplace and our desire to have a functional fireplace by winter. We scheduled an appointment for Brian to come out to our home and assess our fireplace in March 2010. Our old fireplace had to be covered with plastic because so much cold air was coming in. We returned to Aspen in September and Brian helped us pick out one of their top of line fireplaces since we had to re-place everything. Brian patiently explained the process to us and I went to Mees and picked out by slate tile. Aspen's crew was able to save my existing mantle which I loved which now is included in our total design. I did chose an intricate design which Brian expertly and meticulously executed for a beautiful new fireplace. Aspen total crew from start to finish is very professional and Brian knows fireplaces and takes pride in his work like my fireplace was his own!

Brian was on time, friendly and professional. He not only checked out both of our gas log units, but took the time to give us a tutorial and answer all of our questions. I would highly recommend this company to my friends, family and fellow Angie's List Members.

I visited the showroom on Sinclair Rd. on recommendation of a friend. The wall of working gas log sets was amazing. I chose and ordered a gas log set installed. They sent a person out to check the opening and confirm that all was correct. It was a custom size and so took a while to get, and I ordered during their busy season............hence it took quite a long time to get installed. In retrospect, a smaller unit would have been a better choice...I wish that had been suggested to me. All that aside, the set works fine, looks great, and the remote unit was a good decision. Having a mantle made realized a dream. The skilled wood worker helped me with the color choice, matching the stone. It is lovely, looks as though it had been there forever. I enjoy looking at it every day.

From beginning to completion, Aspen has been fabulous to work with. The sales staff are efficient, knowledgeable, responsive, playful and fun. My fireplace was completed in record time, looks beautiful and works wonderfully. Our installer, Jack, worked steadily, was kind, quiet and tidy in his work, not to mention being tolerant of our large dog who chewed his sponge and snatched his wood spacers! We are super pleased with this investment and would definitely recommend Aspen to others. Thank you!

They weren't very helpful and I would have really expected them to want to make a sale.

We went to the retail location on a Saturday, which has a very nice showroom. They had working models of a variety of styles of the particular product were were looking for. The sales people are grown-ups who know their product and communicate well, yet without sales pressure. Someone came out on Monday as scheduled to give us an estimate for the installation, including gas line extension. The work was done the next day, calling in advance to ask if they could come out 45 mintues earlier. The company took care of everything. We bought patio furniture from this company 10 years ago, and bought some extra matching chairs 3 years ago. All are excellent quality, still look new. We have always had a favorable experience with this company.

They were extremely friendly. They showed me many products and explained everything about the products. It was very easy to work with this company.

Great selection of fireplace doors and inserts. Salesman (who was also the installer) was very patient with us and spent as much time as we needed to make every little decision we had about the doors we were purchasing. They were on time and called before they got to our house for the installation. It took a while to get our custom doors built and delivered but, they were well worth the wait.

We had an, overall, good experience and are very happy with our mantle!

The project was accomplished expeditiously and well.

The fireplace logs are the right size for the room due to our sales man's help. They sent an excellent installer who explained everything to us. Good display in showroom and competent installer.

They had to rent a crane to put the insert in because my house is very tall. They had trouble getting it in so they had to send another person at their company with a scope to look inside the fireplace. The second time they rented the wrong kind of crane but they did finally get it in. After they put it in, they tell me that I needed insulation and they did that once the scaffolding was up. I felt as though I should have watched them do all the work. There was a scratch on the brickwork from the crane. I would make sure that they send the scope out on the first trip because it seriously delayed the job. They left a crane at my house after the work was completed for about two weeks.

This company was a class act from start to finish. In the showroom we were shown a number of gas vented logs in various price categories. The salesman was knowledgeable, and did not pressure us. After making a choice, the logs were delivered at the assigned time and the installers kept everything clean as they removed the old logs and installed the new. They demonstrated how to use them. We could not have been given better service.

They found the parts and replaced them. They were available to us in a reasonable amount of time. There was one problem after the installation but they back in two days and didn't pay for the 2nd visit. Don was very careful and respectful to the new animals in our home. Very professional. The cost was appropriate. We have used them before and will continue to use them.

They were very helpful when we were looking at all the different choices in gas log sets and helped us pick one that would go with the size of our firebox opening.

We received a very fair price. They have a nice showroom too.

Aspen Fireplace was a very professional group to work with. They did everything they said they would do. The final product was even better than I imagined. The project took longer than I expected, but most of the delay was due to The City of Columbus's bone-head Inspectors, who missed appointments and delayed the overall project - this was not the fault of Aspen Fireplace. I would highly recommend Aspen Fireplace.

After installation, they said they couldn't install the flashing for the stove until I put a new roof on. Don from Aspen told me they would come out to put the flashing on the day the roofers were here. I called them and they never came out so the roofers put the flashing on. Then I called Aspen to inspect the installation of the flashing because it's not the roofers specialty. I paid Aspen $700 for stove installation, flashing, and piping on the roof. The screws on the piping were too long and Aspen never came back to install the flashing or inspect it. I was lied to and wouldn't recommend Aspen Fireplace to anyone and deserve to be refunded $700.

Very professional organization. However, they can be more thorough in explaining the different options available for the unit being sold. As an example, during the installation, the installer asked if we bought the brick insert to give the fireplace a more realistic look. Purchased it afterwards and had to have Aspen come back to install. Overall, the purchase experience and the merchandise are well worth it.