FIREPLACE & PATIO PLACE

I have a gas fireplace that was purchased at the South Hills Fireplace and Patioplace on McFarland Rd. by the previous owner of my house (I have a copy of the original receipt). Unfortunately the glass faceplate shattered. I went to the service warehouse in McKees Rocks and spoke to the service manager, John Sylvester. He appeared to be very helpful, looking up parts and finding an error on a part no. on the original receipt. He said he wanted to talk to one of his techs first before deciding what parts were necessary and would get back to me in a few days. After no contact for 5 days, I called on March 15th and left a voicemail message for him. After no response for another week, I called again and this time someone else in the office answered. I explained the above and that person said they would give him a message. Again no contact for 3 more weeks so I snail-mailed a letter to Mr. Sylvester asking if he was still willing to resolve this problem. I have yet to receive a reply or communication of any sort. This is totally unprofessional. I was told initially that they were short staffed but that doesn't justify NO communication. If he or someone from that office would simply contact me and advise that it would be X amount of time before someone could attend to this repair, I would understand. But NO communication is poor and unacceptable customer service by anyone's standards.

unknown

I initially called while still living in Virginia to the Cranberry Twp store. I explained that I'd be up there the week of July 4th & that I'd like someone to assess the suitability of running a gas line into the living room for a ventless gas fireplace. They were willing to set this up well in advance. On the day of the appointment the estimator arrived promptly. He assessed the situation & determined that it was indeed feasible for the installation. I already knew I wanted the smallest unit they offer. I called-back the store to place a 1/3 deposit & they directed me to pick a finish for the mantle + if I wanted a remote starter. I then requested an install date about a month in advance, which they were able to comply. On that day, once again, the crew was on-time. A plumber ran the gas line through the attic, down the garage wall & into the back of the living room. The installers assembled the mantle but had to stop. They said the actual gas log or the hearth was damaged. Apparently they received a bad shipment of the model used for my installation. They called to their warehouse about getting a replacement unit, but that led to the discovery of the bad batch of these units. No matter as it was mid-August & over 90. So we arranged a date in mid-September after move-in. The guys arrived on-time, laid down a runner over my brand new carpet & commenced to completing the job. With maybe 40% already in-place, this took maybe 90 minutes. They gave me a quick lesson on how to use the remote and took out any waste/scrap they made from the install. It's still to early to need a fire, but this overall situation seemed to go smoothly. I'm taking it on faith that the unit will function and that the store staff will be available to answer any questions I may have when I do begin to start fires as I may well forget my lesson. But the process of setting-up the appointments needed for the project and obtaining dates that met my schedule went very well. And ironing-out the details of my order also went well. It was a positive experience from start to finish.

unknown

unknown

We actually used the store that is in Marysville but I think there is like four different locations around town Marysville. They were excellent and awesome. It looks incredible. It's a fireplace sticking out into the room; we can see it from three sides. It looks beautiful and it was worth the wait. The people in the store when we went there to look at units and everything were very nice as well as very knowledgeable. The manager of the store kept in contact with me by email. They were very attentive even though they were extremely busy. When we finally went to have a schedule put in date we were having a very cold winter here and we spent most of it without it until today because they were so busy. I thought they were fairly priced, they were certainly not cheap or way up there either.

THEY WERE VERY PROFESSIONAL AND HELPFUL WITH CHOOSING OUR GAS LOGS THAT WOULD FIT OUR FIREPLACE AND LOOK REAL. THEY ALSO HELP US WITH ALL THE STEPS WE NEEDED TO TAKE WITH OUR LOCAL GAS COMPANY. OVERALL WE ARE VERY HAPPY WITH OUR PURCHASE.