Fireside

This did not go well. The install took 7 man hours. The charge was over $1,200 for labor. Simple parts were marked up terribly. When we got the bill we called and got their response. Flat rate for installs. Do the math. If we had been told that they would flat rate on a simple install we would have never made this purchase. The Bend area has few retailers selling propane stoves. They have taken complete advantage of this. Buyer beware.

Fortunately I found another service provider that wanted by business in a timely manner.

This was the worst experience I have ever had with a vendor who claims to offer exceptional service to their customers. I went to Fireside's store on /11/14 and requested a service technician to come to my home and evaluate the gas stove in my living room. I told them I wanted to have a thermostat control installed and a general cleaning of the stove performed, and I wanted to have a service technician come by to give me an estimate for these normal services. At that time, I was told it would be 3-4 weeks before anyone would be available. I got a call today from a person (Katie) at the store who told me Fireside would not send anyone out to honor my request unless I could give them the name of the stove manufacturer and a serial number! I tried to explain to her that this was precisely what I was going to pay them to do!! I had explained that there did not appear to be a manufacturer's name plate on the stove, but it did have an ETL certification and a serial number on that label. This was just not good enough for Katie and she said I would have to have someone else service the unit. I told her I could not understand how they could stay in business with this approach and an attitude that was decidedly non-friendly.

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I called Fireside because I was having problems with the propane stove heater in a house that we had just moved into. They set up an appointment for that week, and the service guy was right on time. He was very helpful - fixed the thermostat wiring so that the stove would light up like it should, and cleaned some carbon deposits out of the inside of the stove so that it would burn properly and more efficiently. The price was very reasonable considering the time he took to do everything right and make sure the stove was working perfectly.

We were pleased with the work, it was fine. They were good with the clean up.

They are a very good company. They are very knowledgeable.

Went, ok, the installer had some trouble, and then afterwards some parts were coming apart but they came and fixed it without too much trouble.

The sales person made sure we were directed to the correct stove and came out personally to make sure the installation was going well. He actually caught a mistake in the previous installation of the old stove and made sure it was corrected. They were very helpful and professional and we would use them again in the future.

They have a reasonable rate for their services. They are reputable and responsive to requests.

We selected them because they claimed to have installation experience with Napoleon products. It became obvious that they did not have the experience they claimed. During the sales process, the sales person told us more than once that they don't make much money on the sale of bar b que grills. That should have been our first warning that they were not willing to stand behind their work. The installation was a nightmare. Due to a Fireside measurement error we ended up spending roughly $950 more than we wanted. When we questioned Fireside, instead of committing to completing the job to our satisfaction, they blamed their error on a mistake in the manufacturer's brochure. From my perspective, had Fireside had the installation knowledge they claimed, the measurement error would never had happened. I found Fireside to be very customer un-friendly, arrogant and not customer driven at all. I would recommend against Fireside.

No work was performed. We will not give any company more than 50% down to complete a job, especially in a recession when many companies are going out of business. Fireside's management showed no attempt to negotiate the down payment even when we gave them permission to check our credit, (which has a top rating in the high 700s/low 800s by credit bureaus.