Alpine Fireplaces

They fixed it once, then the same problem occurred the next year. They said they would call back to schedule and then never heard from them. Repeated calls are never returned. You have to call repeatedly.

Tried for two weeks to get a bid for gas log in my older home. Was given the name of two different sales people -- Dan and Peyton. Was finally able to have a phone conversation with Peyton, but he did not follow through on numerous messages, requests for follow, even after I sent him requested photos of area gas log was to be installed, checked to make sure he had gotten photos, etc.

This was a truly horrible experience. Alpine Fireplaces gave us a firm bid after measuring and inspecting our existing fireplace. On installation day they ran into several unanticipated problems. The insert they had measured for and bid did not fit in our fireplace. The salesman who gave us the bid called to explain the situation, and we agreed to a smaller fireplace. Then they discovered that there was not electricity in the box, so they told me the insert would have a cord coming out of the front. We decided to put the project on hold while we did some research about the possibility of getting power into the box. The Alpine installers left. The next day I called Alpine to ask for a refund of my $900 deposit while I investigated other options. Because the fireplace is in a rarely used basement, it was another day before I went down and discovered that the installers had severely scratched the new stone hearth on our fireplace. They had also broken the grill that covered the existing exhaust fan and had left the grill lying on the ground outside. Finally, they had taken the logs from the existing fireplace. In short, they left us with a non-functional fireplace and a damaged hearth. It took two calls to get Alpine Fireplace to refund our money. I have not asked for compensation for the damage to our hearth.

Called the 800 number for service today. The customer service agent informed me that they are 3 weeks out for service calls. I need service sooner than that so will be going with another company. Too bad, since they have such great reviews. It sounded like most service was done within a day or two in the past, maybe not anymore.

Very bad communication if at all. The installation was pushed out weeks at the last minute even though they knew the product, wood stove, was back ordered. They did not respond to telephone messages or emails. We paid them as agreed but they by far did not provided the services promised in the timely manner. The stove came in with an incorrect part and they did not tell me until they were on their way to install, 2 hrs later then promised. They could not complete the temporary fix because they did not have the correct parts and had to return 2 days later. The correct parts were delayed but when they arrived they postponed the installation stating the part had not arrived, but yet they forwarded the tracking information from FedEx which clearly showed it did arrive at 2:19pm and the email at 3:38pm stated it was not in yet so the crew was sent home. We will never use them again, this was our second experience and the first was basically the same customer service.

Unprofessional; person answering the phones.

The person who answered when I called was super helpful and professional. He knew what he was talking about. Also, I thought it was great of them to take the time to help me over the phone for free before sending out a service tech that would have cost me money. If my fireplace does ever need servicing in the future, I will definitely call Alpine Fireplaces.

We called the week before Christmas and they came out shortly after that. The amazing thing was that we were never charged for the house call and I guess it was an easy fix but what a true blessing for my mom.

Alpine told my wife that a valve in our two year old fireplace (purchased and recommended through Alpine Fireplaces) was not working and that it would cost $800 to replace it! Not knowing how long this new "valve" will work, my wife and I are opting to purchase a new fireplace through another company - we think it will save us money in the long run rather than spend $800 every two years with Alpine Fireplaces!!

See above comments, but he did take the time to show me how to turn the gas off and on and set other controls, as I had no documentation... and there were some NOT so obvious ways to use the controls. Very pleased.

he did a great job, would recommend them..

Scheduled appointment. They did not show up. They called 2 hours later, claimed not to be able to find the location but in the discussion on where they went it is unlikely they actually ever came to the area. House number clearly visible, other service providers have not had problems locating and both my phone and auto GPS bring me to the location.

They did great work and went above and beyond what I expected. The finish product looked great and they were very professional while in my home. They even took extra steps to ensure they did not make a mess in my home with the work they were doing.

I was so impressed and happy with the installer Nate, professional, quick, and knew what he was doing. I love the end product, the only reason I did not rate this as an A is the response time of phone calls, and it took 6-8 weeks to get the work done! Otherwise very satisfied

After tearing out a brick fireplace and framing for a gas fireplace, a new gas fireplace was installed and hooked up to existing flu. The fireplace is controlled by a thermostat and now does a great job of heating our basement. this system is so much better than what we had. Thanks Alpine!

It took a while to get a phone call returned so the responsiveness was not as great but the technician who came to service the fireplaces was great and knew his job very well.

I called Alpine Fireplaces on about 12/10/12 and was disappointed to hear that their first available appointment was 1/2/13. I took that appointment and the service technician arrived at the appointment time. He spent approximately 45 minutes cleaning and repairing the fireplace. He completely took it apart to clean and I don't think the fireplace has ever looked or worked better! He was very efficient and the price was extremely reasonable. Overall we are very, very happy with the work.

The tech's came on the day scheduled, although a little later; they did call and let me know. They were able to install the blowers and explain to me what additional work could be done to make the fireplace more efficient. Those items are on my to-do list in the future.

long wait for an appointment, 5-6 weeks I think

We called to schedule our appointment and the woman we spoke to was very nice. Because she knew our fireplace wasn't working and the weather was getting cold she was able to book us an appointment right away. She called back several days before our scheduled appointment to let me know we could move the appointment up a day if that worked for us. She told us the name of our technician Dennis so that I would know who to expect. Dennis arrived on time, got right to work and was very professional and friendly. He serviced our fireplace and got it working again. At no time did he try to sell us a service or a product we didn't need. When he left the fireplace looked brand-new with clean glass and a new coat of paint! We are very pleased with Dennis and Alpine Fireplace. We will recommend them to everyone and will certainly know who to call should our fireplace ever require service! Thanks Alpine Fireplace.

Jim was willing to accomodate an emergency that had come up that day. He completed the job professionally and I was impressed that he keptcleaning as he went so there was no mess when he left. He also found the electrical box for the remote that had been hidden and moved it to a new location so it would work. It was a great exerience and I would call them again.

I called to ask for a repairman to come to fix my fireplace. The lady on the phone asked me to look inside the fireplace, check a few things, and had me make sure the proper button was turned to the correct position after lighting the pilot light. It worked!

I wasn't certain what options were available for my gas fireplace. I called Alpine and they dispatched a gentleman named Forest to assist. He was very punctual, friendly and helpful. His knowledge of fireplace options was dazzling. The costs were a bit higher than we expected, but Forest did offer to credit the cost of the service call in the event we purchased any of the options we discussed.

Overall we are very happy with the service and happy to have a workman come out and troubleshoot the system at no charge.

We had an original wood burning stove that was set up off the floor. We took that out and lowered the fireplace and followed all the instruction specifications for the gas fireplace insert and built everything around that. Had a mason come in and build the bricks to exactly the right opening. When they came to insert the fireplace they said we hadn't left enough room for the vent coming out of the top, so we had to call the mason back and have him remove some of the bricks, and Alpine agreed to pay for that extra cost. We were satisfied in the end, just not with the delay.