Embers Custom Fireplace & Gas Products

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It was a great experience! I called Embers and spoke with Ben who said that they were quite busy but that he would schedule me for the next week. I was pleasantly surprised when the service was performed much quicker than that. The appointment was made by Laura for the next day and Randy showed up promptly as scheduled. Quite simply, he was great! Not only did he do the necessary repairs but he went above and beyond by cleaning the grill so well that it looked like new even though it is many years old! Thank you all.

The gentlemen were fast and efficient. Cleaned everything up as they worked. Very satisfied with the job. I needed them to come after which they were willing to do.

The technician arrived when he said he would. He was very professional and kind. He walked me through what was wrong with our insert, and educated me on how to better use it. Everything is working as it should now! Thank you

We bought a new gas log set and had it installed by an Embers contractor. Everyone was professional, prompt and the price was fair based on comparison elsewhere.

Everything was good at first but lately beginning to wonder if we made the right choice.

Had to follow up several times to have someone come out. Ben is very friendly and knowledgeable, the problem is I can't get any follow up. Called in early December for estimate and had to call 3x for follow up. Finally got a call in mid-January with an apology that the ball was dropped and that he'd follow up on my plumbing estimate. It's March, never heard back.

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In early October 2014 I went to the Solon store to look at logs and spoke to a salesman. He gave me a good amount of time and I selected the log sets I wanted, but then I went home to think about it. When I called the store a day or so later to order, there was confusion because the brochures I took with me had a business card attached for "Scott." I asked for Scott, was told that Scott wasn't there and hadn't been there on Saturday when I was in. So I said, well, I talked to somebody who gave me a card marked "Scott" but in any event I want two log sets. "Oh, you talked to Steve. He does not work here. He works in the Mentor store." And then the person on the phone, listening to what I wanted, told me I really did not want that set and I should come back to the store again so he could show me what I needed. I hung up and called Steve in Mentor, ordered the log sets, and waited. Another phone call set up a delivery day and time. Then on the day, another person (Ben) delivered the set, explaining that these were from Solon because they weren't available in Mentor. Then the installers came, looked at my fireplaces, and said they could not install the sets because the gas valves on the gas lines feeding my fireplaces were leaky. I asked if they could be fixed and the installer said he did not do that. They took the logs and left. Then I called the Mentor store at least two times, leaving a message, and never getting a call back, to get a refund of my $1,000 deposit. Finally I sent an email to the company saying that I really wanted my deposit back, considering that I did not have any logs. Almost immediately I got a call from Ben who took care of the refund, minus $106 for the service call to not install the logs. I thought I was done. On December 27 I received a call from Embers telling me I needed to pay for the service call. I explained that I already had paid. This took a long time with the person on the phone questioning my account of the transaction. Overall, I can say that anybody who wants to deal with Embers should talk to Ben, who is friendly, competent, respectful and responsive. Everybody else tended to be condescending or argumentative, and not terribly helpful. And the company overall seems poorly organized, as they could not keep track of my records.

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It took a little longer than expected but I think it was the manufacturer not the actual company. They used a sub-contractor for the electrical work. It was a good experience. There was no extra charges than original estimate. Two people came out. It took them three hours to install it. I would tell a friend or family member they were very careful to get the measurements right to get our type of unit. They did give us a written estimate ahead of time and it was pretty close to what we paid.

It looks great and has been used a lot this past winter.

They were friendly and informative upon my arrival at the store. I choose what I wanted and was told the waiting period for delivery and installation. I was called in the approximate time frame and set a delivery/installation date. They came within the specified time. They were clean, courteous and did a great job!

They always do an excellent job.

see above. University heights building department snoops showed up during installation and I discovered that permit needed to be pulled. grounded outlet required for permit inspection to pass (which makes no logical sense since the blower pulls less current than a refrigerator or garbage disposal; the city and electrician got their pound of flesh). blower rattled. it took 6 months to get it replaced while still under warranty. I am finally satisfied with the product and service. this is a worthwhile thing to do for a fireplace to add warmth in the winter.

I purchased a Hearthstone Wood Stove from Embers as part of a home remodeling project. I had no idea there was so much involved with purchasing a wood stove. The differences between cast iron, steel, and soapstone stoves were overwhelming at first but the owner of Embers was extremely helpful with making the decision on the right one for our home. He was genuinely interested in selling us the right product for our home, not just "the deal of the month". I was so grateful for the help we received on providing the proper stove pipe, pulling permits, and what kind of wood to use in the stove. The installers were extremely professional and fun to talk to. They were very careful to take their shoes off in the house and they cleaned up after themselves when the job was done. This was a terrific experience and I look forward to using our beautiful soapstone stove for years to come. I never thought I would be excited for the cold weather!

My wife purchased a Big Green Egg for me from Embers in Solon as a gift (approx $1,000). She indicated that I might want to consider having it assembled and/or delivered. I called Embers in Solon and spoke with Jeff. From the beginning of the call, his tone was at best indifference and at worst annoyance. It felt like I was holding him up from the more important responsibilities of his job. When I asked about having it assembled, he said it was and quot;virtually impossibleand quot; to assemble prior to pick-up or delivery. I told him I had a large SUV and/or a trailer I could use and he continued to moan, grunt and say no. He then asked me, condescendingly, if I was and quot;handy.and quot; I happen to be and quot;handyand quot; but I was trying to avoid spending an afternoon assembling a box of parts and a bag of bolts (like gas grills years ago...). I asked if it was comparable to and quot;assemblingand quot; a Weber grill, and he assured me it was. (If you have ever and quot;assembledand quot; a Weber grill, it really isn't assembly at all, but rather a few straight forward steps from box to picnic). When it was time to go pick up the grill, my wife informed me there was a location in North Olmsted, which is closer to my home in Bay Village. In that they were not assembling it for me, it would be easier for me to pick it up in North Olmsted. When we called Solon, Scott was very helpful in assisting us in arranging for the pick-up in North Olmsted. Thank you Scott. When I arrived at the North Olmsted location, the gentleman (Ron?) indicated that if we would have purchased the grill from that location, he would have delivered AND assembled it at no additional charge. He felt that was part of providing good customer service (which I later learned would have been very valuable and appreciated). Jeff from Solon never even mentioned that delivery and then assembly were available, even for a charge. When I got home, I watched the on-line video and reviewed the instructions included in the packaging for the grill, the nest and the side tables. I quickly learned this was not a Weber Grill assembly. Though I feel I could probably assemble a second grill, nest and table(s) in 30-40 minutes, reading 3 sets of unfamiliar directions and assembling with 3 sets of parts and nuts/bolts for the first time took significantly longer. To give you an idea, the manufacturer spends 2-3 paragraphs, in the middle of the instructions, to explain the science of and quot;torqueand quot;. Don't get me wrong, the explanation was rather good and accurate, but I didn't know for sure the significance of such instruction ...until they got to the need for a torque wrench (hope you're an auto mechanic and happen to have one laying around...). I thought back to what Ron(?) said at the North Olmsted Store and wished I had purchased it from him. The Egg is an awkward shape and probably challenging to transport after assembled...thus the delivery, THEN assembly option makes sense. The story gets better.....When I spoke with Jeff initially, I asked that they order me a cast iron cooking grate. After a week of not hearing anything from him, I called and sure enough it was sitting there at the store.....(awaiting the customer's follow-up...). When I went to pick it up, I had no intention of mentioning my disappointment with what I felt was an inaccurate or even disingenuous description of what the assembly entailed. However Jeff waited on me and asked and quot;how was the assemblyand quot; . When I told him it was more involved than I expected (due to unfamiliarity), he snickered and looked down at his keyboard. I found the gesture irritating and asked him why he was laughing. He asked something about what part I found difficult...by that time I was really irritated and though I am in the market for 2 gas fireplaces, decided it was best to just report my experience and never frequent this business again. I've since found The Fireplace Shoppe of Northfield (not far away) to have wonderful, friendly service, in stock Big Egg Accessories along with wonderful fireplaces and a staff that isn't bothered to assist their customers. Guys like Jeff don't seem to grasp the concept that the cash flows from a wallet on one side of the counter to the cash register on the other and then to their paychecks.

I had a very positive painless experience with them. The owner is very knowledge about his product, and helpful in selecting doors to compliment the existing fireplace. He was very tolerant in us and our uncertainties. The instillation was very professional and I did not have to do any clean up. They cleaned up the existing gas logs and re-positioned the gratein the logs and put down new sand embers and rock.

I visited Embers Custom Fireplace and Gas Products on Wed 8/3/11 to learn more about refacing my fireplace and having a gas line installed. A salesperson named Steve was friendly and informative about the different options that were available for my situation. I explained to Steve that I was very interested in having someone come out to my home to provide me with an estimate. Steve told me that his co-worker Andy does all of the refacing and would give me call to arrange an appointment. No one ever called. I am very disappointed in the lack of follow up. I'm on vacation this week and I hoped to at least get this project started. My time was wasted....I would not recommend this company. I was told I would be contacted the same day....later that evening to be exact. No one ever called.