NW GAS LINES

Two years ago we purchased a replacement gas fireplace from NW Natural gas who contracted with NW Gas Lines for the install. Suffice it to say it was one problem after another. In the end we paid exponentially more that we expected for what was explained as a pretty straight forward job. We signed the deal at NW Natural and had the best expectations for a fireplace redo........ nightmare! We just accepted it as is just wanting it to be over, it was not what we wanted. TWO YEARS LATER we are having to replace the tile around the fireplace because NW Gas Line tiler used the wrong compound for a heat source. The tiles buckled and popped. Not surprised given all the problems we had with these people. Tony is a nice man but doesn't take responsibility for the mistakes his crew makes. Nor does NW Natural Gas take responsibility for the contractors they send. After spending 6,000.00 to replace the insert, retile and add a small corner mantle. We are having to redo the tile job. I fault both NW GAS LINES and NW Natural gas because I believe who you contract is a reflection of how you value your customers. NW Natural did make one concession to us. Since the fireplace was installed so that we couldn't turn it on at all, NW Natural gave us the remote controller free. 500.00 bid to fix another of their errors.

We were excited to get started. We were told one thing in the showroom. Then when the first representative from NW gas lines came out (a week late) we were told the tile man would come out and tell the us how much and what type of tile we could use. We were also told the mantle guy would come out ahead of time. We were told our existing connection would work and the wall switch we used for the previous fireplace could be used. NONE of that happened. The day before the tile guy came out we were quickly choosing whatever tile we could find and filling holes the installers left. Because the new unit could not use the existing venting as we were told, they had to cut another hole in the side of our house and we are having to hire someone to repair that damage. I did not get to pick out the tile I wanted from the showroom because the tile and mantle guys never came out and of course only communicated by phone THE day of tiling. The mantle guy only called so of course the tile and mantle didn't fit, the tiles were too low and narrow so the mantle was jury rigged to fit. Not at all what I wanted even though it is a pretty piece of wood. No one communicated and several thousand dollars later we are stuck with it. We have to turn the fireplace ion /off inside the unit down on the florand we have a useless wall switch. When we complained we were told by Tony the manager that the original employee from NW Gas Lines was no longer with the company and had been giving customers mis-information. Calling the into the NW gas lines office the Receptionist was rude to us when we were trying to inquire on these many inconsistencies. Aside for telling us the employee who came out was fired, Tony offered no solutions. We paid more for the mantle to be built than any other services and it is not what we wanted. Although the mantle builder was very nice. There was no communication between office, NW Natural gas and contractors. If people had come out as was told us all of this would have been avoided. Our total project with the new fireplace was over 6000.00. We paid 2/3 of that to NW Gas lines for installation and build that took several weeks. Totally unsatisfactory, we will not recommend.

We have a large rock fireplace that had an uneven opening requiring custom work. Tony fabricated a metal surround and cut the rocks to accommodate it. He did a beautiful job. The installation of the insert was done by his staff who did an excellent job as well. We could not be happier. The installation was rather expensive but we would rather pay a little more and have great results. Thanks so much to NW Gas Lines!

While getting a city inspector on site was a pain, the contractor end of this installation was very responsive and professional. We did have to wait a few weeks to get the installation done (winter is busy!), but on the planned install date contractors coordinated well and got everything ready for inspection on the first day (for instance, the electrical subcontractor was onsite early in the day, which sped things along nicely). We took a couple of bids for this project, and while prices were comparable, the estimator for NW Gas Lines noticed a subtle dimension problem with the fireplace opening, and included the cost of dealing with that in the initial estimate (he seemed very on top of things). Finally, we had a delay getting a city inspector to our house. The inspection finally happened on a Friday, and we had a potential ice storm forecast for the following Saturday afternoon. The owner (Tony) came out himself on the Saturday morning - on streets accumulating snow - and finished the post-inspection hookup so we could have a backup source of heat if the power went out. He was also patient and cheerful about it!

When our Heat & Glow fireplace stopped working two years ago, I called Fireside Distributors where the set was purchased from. They sent out someone who said our remote was defective and no longer made by Heat & Glo. We were offered 10% off a new log set. How could someone stop making a remote for a fireplace that was just barely three years old? Emails to the the manufacturer (Heat & Glo) sent us back to the local distributor. A friend recommended NW Gas Lines who installed her fireplace set (purchased through NW Natural). Rod, the technician was able to fix the problem and restart the fireplace--saving us the cost of a new set of logs ($2,500).

Arrived on time and went right to work. Install mostly complete in one day including gas and electrical hookups. Inspection next morning passed and final work completed a few days later. Everything cleaned and final product was very nice.

Tony exemplifies ethical business practices. He is prompt and if there are any delays he calls and lets you know what is occurring. He provided me with the most cost effective way of handling the problem. I had thought of a possible solution to the problem and he came up with a solution which was thousands of dollars less expensive. He comes up with the best solution for the customer not what is most profitable for him. He makes sure that the area where he is working is covered and protected so the rugs were not soiled. Very polite and answered all of my questions. He provides a stellar service. Exceptional business.

Rod came out and inspected the existing fireplace and discussed what we should expect them to do during the installation process. He was extremely professional and prompt. When the work was performed they showed up on time, performed the work in a timely fashion and best of all left the living room clean and tidy.

Originally came out to provide estimate and determine best approach for running gas line, measure of fireplace, etc. Once contracted, they arrived day 1 to install gas line and electrical. Day 2 was install of fireplace after the picked up from retailer. Installed venting up through chimney, chimney cap, positioned and attempted to install fireplace. Turned out there was a need to remove some of the back of the fireplace brick to allow the new fireplace insert to fit...so they had to come back for a 3rd visit. Day 3 they came back to finish the install including the metal riser that was built. They showed me how to use the fireplace remote and were on their way. We have enjoyed the new insert for a couple of months now and thoroughly love the look and function...no troubles at all. I also recommended my father in law to use NW Gas Lines for a fireplace maintenance call based on my great experience.

Overall the experience was good. They came in, and got what needed to be done in a timely fashion. As indicated above it was a smooth install.

The installation was done on two days. The first day was the removal of our old fireplace and the insert of the new one, including the vent. On the second day, all of the surrounding granite was replaced and finished. we felt they did a great job and We would hire them again.

Tony is an absolutely fantastic guy to work with. He was always on time, and did a fabulous job. He gave me a quote that was on the money; he quoted me $899 and then finally charged $835 since the materials cost less. He came one day and after a thorough survey of the house gave us the quote. I accepted it. He came another day and did the gas line routing, called in the city inspector the next day. He finally came after the gas range was delivered and completed fixing it up in about 3 hours.

Called 3 times and left 3 messages with 2 different contact numbers for me. They never responded.

Contacted office manager, with description of project, office manager said that Tony would call me to arrange for a quote. Called back on 3 different occasions several days apart, Tony never called.

Excellent service. Although I didn't get any competitive bids, the cost seemed very reasonable for the work they performed. They couldn't arrive at the scheduled time due to unexpected delays at a previous job, but they called ahead and kept us informed. When they arrived later in the day, the work was performed quickly and professionally. The two workmen were very competent and pleasant to work with.

The office lady picked up my call was very friendly. I need to do my project quicker, they helped find earlier time slot. Larry and Francisco came in. They are very friendly and very careful not to open more Sheetrock than must. The job is finished very quickly and cleanly.

Tony showed up early and did the work with ease. He was quick and polite. We needed someone to come out on a Saturday morning and he was more than willing to schedule us in. I would recommend and hire him in a heartbeat.

Contacted office manager, with description of project, office manager said that Tony would call me to arrange for a quote. Called back on 3 different occasions several days apart, Tony never called.

Tony and Larry were both very nice, fast and efficient. They cleaned up after they were done and helped me set up the new stove. They were very judicious in making sure it was level, even though it was sitting on temporary flooring. Excellent service overall.

We were able to get an appointment within a couple days, and Tony called that morning to say he could come earlier. He was very friendly and the work was done in a timely manner. He appears very knowledgeable and excited about his industry. I would recommend him to anyone needing his services.

GREAT SERVICE. PROVIDED A QUOTE AFTER VISITING AND REALLY LOOKING AT WHAT WORK HAS TO BE PERFORMED. ARRIVED ON TIME ON THE DAY OF SERVICE. CLEANED UP AFTER THE WORK IS DONE. ALSO CONNECTED THE NEW GAS RANGE TO THE LINE WITHOUT CHARGING EXTRA.