Hot Spot Fireplace and BBQ Shop

The hotspot sales person seemed knowledgeable at first and talked us into a small wood burning fireplace insert stating my research was incorrect and the bigger unit would heat us out of our home and it was not efficient to burn small fires and we would ruin it. We went with his recommendation since he was the expert and why would anyone talk the customer out of something bigger, I thought. The Regency Altera he sold us was defective, breaking 3 times within a few months. When it was working, it would not maintain a temperature above 64 degrees in our home and we had the electric heat going as well to maintain that temp. I had to stock it in the middle of the night to have any type of hot coals by morning. All 3 repair guys said this unit was known for the air tubes falling out and being defective. When working with the sales person, he stated he could not get calls back from Regency and they had terrible customer service and they were not willing to work with us/them. He stated Regency would not talk to me if I called them, only dealers. He agreed to sell us a larger unit if we paid the difference. Then he also charged us $1200 for removal/install and $250 for another permit. The new medium sized Lopi works great and heats well and burns overnight. A couple weeks later, I met a rep at a home and garden show and they informed me everything we went through was wrong. Regency has great customer service, we should not have been charged for re-install or another permit. She contacted a Regency rep and Hotspot had never opened a repair ticket for us through Regency and stated they are unable to assist us now due to this and the unit was removed without notifying them. Basically, we were taken advantage of and lied to. We spent a lot of money there, purchasing 2 units for our house, another one for the basement. This place did not deserve our business, does not deserve yours and hopefully they do not continue do business at all.

Hot Spot fireplace was extremely frustrating to work with. They are unprofessional, disorganized and have very poor communication. They made many mistakes and took months to finally complete our project. The only thing they managed to deliver on time was the bill. If you are wanting decent customer service, timely installment, and a trustworthy product, I would look elsewhere!

Steve was very honest that we probably would not want to buy a new unit! For the reasons mentioned above. He suggested going on line to buy a new blower fan for the insert which would be quieter than the 40 year old one we have now. I would highly recommend Steve. His honesty and customer service was top notch, so rare today and much appreciated!!!!

Excellent. Arrived on schedule, very professional, cleaned everything up.

We love our new gas fireplace! The company was great to work with and the quality of their product is excellent

They have repaired a couple of my gas fireplace blower/motors in the past. They are not cheap, but they do have a good guy that comes out. If I am going to have to pay a premium I would rather have them do it right and be clean, correct and safe about it. I want them to point out potential hazards. They are a good company and I don't have anything negative about them. They may use an independent contractor to do the actual repair, but they are very prompt on getting back with me to schedule an appointment. He fixed a fireplace downstairs for me earlier in the summer and now it works great. There is no billing and I pay for the services at the time they are rendered. I have not found any complaints thus far. They fixed the problem pretty quickly; it wasn't like they came out and had to order a part.

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The repair job was very simple and he was helpful.

After shopping at well known gas appliance dealers on the East side of Portland, we found the staff at Hot Spot Fireplace to be more knowledgable, more available to demonstrate products, more informed to answer questions, to discuss our specific installation and to be more price competitive. As a retired business owner, I recognize that customer service is a very important element for long term success. Customer satisfaction, client recommendations and repeat business are critical needs in today's economic climate. While many companies fail at post sale service, others sometimes do not fully take advantage of opportunities to demonstrate core value customer commitment. Hot Spot Fireplace gave us 100% support in working through a few minor manufacturer issues with our appliance. Through no fault of Hot Spot Fireplace, we had a minor problem to correct with our new appliance and Hot Spot was on the spot ready to resolve our concerns. Unfortunately, as a direct result of product design, more attention was required to fully achieve what we expected from the expensive high end appliance we purchased. From our initial contact with Hot Spot Fireplace, through the purchase, installation and post sale follow up process, we were provided with complete confidence that all of our issues would be corrected - and they were. Hot Spot Fireplace promptly ordered parts and made multiple visits to our home to insure our total satisfaction. They delivered big time on post sale customer satisfaction. I would not hesitate to recommend anyone looking for fireplace accessories equipment and accessories to visit Hot Spot Fireplace.

Well, with the price of heating oil only going up as far as I can tell, we needed an alternative heat source. Our fireplace was mainly for 'decorative' fires as very little heat seemed to escape it. We chose the Lopi Freedom Bay (with fan) as it fit our existing hearth. Our chimney needed to be relined being as old as it was (and too big, for that matter). Steve took the time to explain the whole thing, including the chimney relining. No pressure, just the facts. It took about a week after ordering the insert for the installation to happen, which went very smoothly. It has been doing a great job of heating the house (2200 sq. ft.) and we look forward to a warmer winter at half the price of last year's cost of oil. I expect the insert to pay for itself in just two seasons. Pretty good rate of return. Also, I received $300 for buying/installing in the off season.

It went well. The people with whom I spoke and dealt with from both Hot Spot and Petra were punctual, professional, and got their jobs done.

They were very professional. The technician had to reorder a part because the measurement was off but it turned out well.

Store personnel were the most knowledgeable of the three vendors I contacted for bids. Installation crew was friendly and efficient, and knew what they were doing. They were able to run the gas line into the firebox without going through the foundation.