Get matched with top gas log pros in Gallaway, TN

"ZERO stars should be an option! DO NOT USE THIS COMPANY. The quality of the merchandise is good, however, the company itself leaves a GREAT deal to be desired. We ordered 2 fireplace inserts, and it took nearly 6 months for the units and parts to come in. Once they did come in, it took another month for scheduling. Bear in mind, that there were absolutely no calls, emails, or any other form of communications from the company unless I CALLED THEM. When the installation was to be done, they made an error in the order. They ordered a natural gas unit, when we are on propane. They were WELL aware that we use propane, so even more delays. After installation was finally completed, the direct vent unit that was installed in our master bedroom started to flame out. Bear in mind that this happened during the coldest portion of this past winter! I spoke with their technical support personnel about this and they made suggestions as they believed that it had to do with airflow (to much or to little). After making the adjustments, I informed them that both dampers were FULLY closed, and it would still flame out, but would last far longer than before. Both of our units were to be remote control thermostats. We got the one that we were supposed to for the master bedroom, but they forgot to bring the one for the living room, so we were given a temporary remote to use with it, and they said "We will bring the correct one the next time we are in your area." Guess what...no remote, no sighting of personnel, or anything. So, appointments have been made and rescheduled since January, and the unit is STILL NOT FIXED. Once again, ZERO communication from this company unless I called them first! This complete lack of communication is just not acceptable from any service oriented company, no matter if this was the '70s, or the modern time in which we live. I understand that things happen such as employee illness, COVID, etc. Just TELL ME WHAT IS GOING ON. It seems that this simple courtesy is far to much to ask from this company."

"Excellent customer service and quick response time was exceptional not to mention the technician had great customer service as well respectful, clean, and polite. A pleasant experience we will utilize them for any future needs"

"We had used Garrett and they were awesome. We had a gas leak that needed repaired quickly and Garrett couldn't get to us for a few days. We called Tim Ferguson because we were going to be without hot water. Tim Ferguson explained the process that they would be out the next morning, give an estimate to be signed, go to the city for a work permit, and once the permit was issued begin work. This was Tuesday morning they came at 8:15. No estimate was presented or signed. They came back later Tuesday morning, said they had permit and completed work and they put a 40 lb pressure test on the line that had to maintain at 40 lbs for 12 hours then the city building inspector could evaluate, tag that it's OK, and jea could reconnect. 12 hours would have been up at 2:30am Wednesday. My husband called at 8am Wednesday to follow up and he was told we were at the mercy of the city inspector and that office and that that office "didn't get in a hurry." We waited until 2 pm on Wednesday and called the city building inspectors office ourself when we were told that Tim Ferguson had not filed for the work permit as they said they had. We called Tim Ferguson about this and spoke with Brian Ferguson who said the building inspectors office had told 2 of their customers the same thing. He said the city had deducted payment for the permit from their account and that he was looking at the permit in front of him. He said he would contact the building inspectors office and take care of it. On Thursday we contacted the city inspectors office again who said they still had no application for permit. After many conversations with various people at Tim Fergusons, we were finally told by Paula Marrow the admin assistant at the building inspectors office that the permit request was received electronically Friday morning and the building inspector was scheduled to come out the following Monday. After many request to various people at Tim Ferguson, including Brian Ferguson by my husband in person, no one produced any proof that they had filed for the building permit on Tuesday as we were told. We wanted this in order to take issue with the city. The only thing Tim Ferguson produced was the permit that was issued on Friday and dated fridays date. We were told this was all they could produce and would produce. All the staff at Tim Fergusons were all too ready to throw the building inspectors office under the bus but never produced the proof they said they had. Its unfortunate but it appears that Tim Ferguson is not honest and forthright. Go to Garrett!"