THE FIRE PLACE LTD

convert wood-burning fireplace to gas

I am unhappy with my purchase and the way it was handled.

Could not get them to do the service even when we told the salesperson at the showroom, we want to buy this model.

Well. There was nothing unsafe about my fireplace. The technician installed screws and used high temp caulk to close the gap. I'm not sure this really needed to be done, but it was meant to satisfy the buyers. The tech also sealed a plumbing vent on my roof. Prior to sending out the technician, Sparky took time with me on the phone and requested that I send him pictures of the problem. I'm pleased that they focused on the issue of concern. Other companies wanted to charge me more money and insisted on a full inspection of the chimney, etc ... Some companies just didn't want to be bothered with a home inspection issue and were happy to punt me off to someone else. After at least half a dozen calls, The Fire Place Ltd responded to my request in a professional manner and didn't take advantage of my situation.

Met a person from Fireplace Ltd at the NARI home improvement show. We chatted about a gas insert for our existing fireplace. We told him when our house was built and what we were looking for. We told him another vendor at the show told us that our house was too old for a fireplace insert, and he said that was nonsense. He told us to bring photos and dimensions to the showroom, which we did. In the showroom, a different person looked at the photos and dimensions, assured us they could help us, and showed us a line of gas inserts that we liked. We made some selections (trim, etc.) and put down a 50% deposit. The only thing we were not certain of was whether or not the larger of the two units in the product line would fit, but we were assured they could make the smaller one work if it came to that. A final in-home measurement was going to be the deciding factor. When someone came to measure, he barely looked at the fireplace and told us what we were wanting to install would not fit/work. He went on to say that our fireplace (not masonry, which we told the salesperson) was a cheap builders grade unit and nothing could be installed in there. We were told quite the opposite in the showroom; inserts can go in most anything because they are just that - inserts. When we asked if he even measured, he pulled out a tape measure and said nothing would fit, apparently not even the smaller unit we were assured would fit pretty much no matter what (we have the dimensions and we know it would fit); I am sure at this point he had no interest in the job and nothing would "fit", no matter what. This person was gruff and certainly not at all focused on offering us any options or advice, other than "throwing in some gas logs", which we don't want, or spending so much money he "won't even go there". We would have entertained some options if we could have gotten a good outcome, but we were offered none. He went on to imply that WE had wasted his time by having come out to our home. What really happened here is we wasted OUR time. It is difficult to fathom how a salesperson, portraying himself as knowledgeable, and the person sent to measure could be so far off from one another in terms of what will fit/work. One of the two must be clueless. Also, they had two entirely opposite demeanors.....the salesperson was patient and helpful, the other person gruff and rude. I had read other Angie's List negative reviews, including one from January of this year, and should have paid attention to them. That's on me, I guess. Maybe someone else will see a pattern here and avoid wasting their time with these guys.

I spoke with Wayne on the phone. I explained that we recently purchased a home, and that our home inspector indicated that a new gas insert was needed for the fireplace. Wayne asked me what kind of system it was, and I explained that I did not know, but that gas was currently running to it. I also mentioned that the home was built in 1965. Abruptly Wayne said that they don't work on fireplaces "that old" and that if I wanted anything done it would cost about $8,000 (said the entire thing would need to be rebuilt). How he knew this with the limited information I was able to provide is beyond me. I called another fireplace company, and they had no problem sending someone out to check on whether or not a new insert is needed, or if it could be repaired for less money. They said it was ridiculous to think that anything needed to be "rebuilt". In short, it was apparent that Wayne was not interested in my business. I will not ask them for anything in the future, and will not recommend.

I called to ask about options for replacing our 30 year old fire logs and spoke to Bob, who was extremely patient, answered all my questions, and offered many options for our fireplace. We went to the store that afternoon and were surprised by the huge selection of anything you can think of having to do with fireplaces. Bob helped us pick out a set that fit our space and met our needs....we only burn occasionally and just wanted something that looks nice and is easy to light. During checkout, Brad arranged our install date and was also extremely helpful and pleasant. The logs were installed today, and the installation guy, Dan, did an awesome job arranging all the decorative elements in the set and cleaned up everything perfectly. We will definitely be shopping here again when we purchase a new glass door set. This place is awesome....they really know everything about fireplaces and they treated us great. I even called to thank them for the wonderful job, start to finish.

I am leaving this review in the middle of our transaction (which has taken longer than it should have) because I am very frustrated with the customer service here. If there were any other competitors who had what we need, we would have used them instead. Unfortunately, they are our only option. I suppose when you don't have competition, you don't need to have good customer service. This is very unfortunate. I will be happy when we receive our unit (hopefully before summertime) and don't have to correspond with Wayne any more.

We picked out the fireplaces and the rest was handled through our builder. From the beginning, we have had questions and the customer service has been terrible. When we call we call with a question, they are very dismissive and do not seem interested in helping to get to an answer unless the builder is directly involved. In short - if you are not a contractor who can bring them multiple sales, don't bother them. Recently (November 2014), our gas fireplace would not work. I checked online for information and found a recall for that model. I called the dealer as directed in the recall notice online and they said I was sent two letters (I was not). I gave them my information and they said they would check. Later, I received a voice-mail saying my fireplace was not affected because the serial number was after the recall based on the serial number. The serial number he stated to me did not match the one in the fireplace. I called them again and told them that the number they left did not match my fireplace. The person I spoke with said that he was aware there was an issue, but did not know which job it was and so couldn't check. I told him the builder and our name and he said that he no record of us and we must have bought a model home. I told him we had not and that my wife and I had actually worked with him when we picked the fireplaces out. He said he would have to check. He called back later and asked the address because he had no record of us????

Called "The Fireplace LTD" to have someone come over for a fireplace purchase and installation. Chet, salesman, said I needed to come to store. OK, went to store. First, I was ignored, nobody else in the store. Then I approached Chet at the counter. Chet was condescending and asked if I planned to vent the fireplace in the living room of the condo unit above me! Then he asked me to "draw a blueprint of our condo. After further rude comments from Chet I finally asked him if The Fireplace LTD was interested in our business? He replied, "not really"! I was really amazed to hear this and left. Honestly, I could not believe Chet was allowed to continue work at this establishment. I wonder if his behavior was because I am a woman? Any company that encourages rude behavior towards women should not be frequented. Chet and The Fireplace LTD, as a company which hires people like Chet need to be exposed as anti woman and I hope their business dries up until they join the 21'st century. Bottom line; do dot do business with "The Fireplace LTD"

Good fix. However it took few days since the day I called until work was actually done.

I called and was told I needed to come by the showroom before they would even answer any of my questions. I wanted to know if they could do the work I needed before I spent the time and energy scheduling anything. I could be given no answers until I came in. SInce I currently live out of town and will not be living in the house for 3 weeks, I will call elsewhere,

It was frustrating to not have this unit when we needed it the most. In the end, it all worked out.

We've enjoyed the fireplaces beyond belief.

I called Fireplace LTD, and they said that they could only help if I came into the showroom to talk through my specific requests. I did, and they were unable to help me with my type of work. It seemed like it was something that could have been decided over the phone, but they wanted us to come into the showroom, which was a waste of time. Their products and services seem quality, but expect to do a lot of legwork to get a project started.

What I disliked is that they kept losing our order. They'd say things were going to be done and then they weren't. They'd say the part is coming in and we'd call back later and they'd say what part are you talking about you never ordered that part. I would never use them again.

It was so nice mantle. We saw a mantle that we'd like there at their store and that's why we ordered it.

From sales to service everything went smoothly

We visited the showroom and where impressed with the nice selection of wood stoves.

It was a very simple process since we already had natural gas lines in our house. I went to the showroom to choose the logs that I wanted and several weeks later they installed them. The installation did not take very long and was very cleanly done.

It was the worst customer service experience I have ever had. The installers arrived on time and started the installation. The gas line had to be extended and as there was an unused length of gas line in the basement I asked whether they could re-use that. I was told that it was not possible. The person installing the gas line proceeded to install approx 20 feet of yellow flexible gas line clamped to the bottom of the floor trusses in the basement. The last attachment was on the second to last truss and the tubing was then angled to a hole in the basement wall approx 18 inches below the height of the truss. The installation did looked shoddy and I said this to the person installing the line, whereupon he asked if I thought he was doing a shoddy job and I said that in my opinion he was. He then told me to take my opinion and shove it up my ?. He continued by saying that the work in the rest of my 56 year old house's basement was no better. He then shouted to his associate, who had been assembling the log set in another room, to "pick it up, we are out of here" and with that they collected their equipment and left. I called the company office and related the incident to Wayne and was told that the owner was away, but they would refund the deposit I had paid. This was done and I have not heard from any company representative since, so I have to accept that they condone the action taken by their employee.

Was a bit difficult setting an appointment. Took 3 phone calls to finally make an appointment. The serviceman arrived as scheduled & called ahead which was helpful. After installing the new thermocouple, the pilot now worked fine, but now he said the main valve was broken. Very strange since it was working just fine previous to the thermocouple going out, but now was suddenly broken. He informed me someone would call me about getting a new valve ($220 + install). I got a call a day later saying they couldn't get the part & I was out of luck . I found the part myself in 1/2 hour online & with a phone call. Called Fireplace back & now they said they wouldn't install a part unless purchased through them. At this point I was pretty much done with them. Seems they are only interested in selling/installing new units, not keeping existing customers happy.

Everything was highly professional (attitude, scheduling, punctuality, etc.).

Punctual, professional and informative service was performed.

This required removing 2 windows and trim, then building an outside chase dog house style, The housing for the gas fireplace inside stuck out about 8 inches, and four inches above mantel for a faux chimney look. Thoutside required siding and a small roof on top, which we didn't expect, they just added it for looks. On the inside they installed stone work and a hearth, and of course install the gas fireplace, gas lines, electric, obtained all licensing, installed the unit perfectly. And they did it in just two and 1/2 days.