Kidd Fireplace & Spa

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It went well.

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Great. All as promised. No issues.

Thorough, great diagnostics. Professional all around. Great cleanup. Meticulous.

They were nice and arrived on time. They put down tarps to keep things clean. They started at 9 and were done by noon. However I noticed when they left that they had charged me $495 for putting a T on a gaspipe.  They took $150 off the price when I questioned them about it.

They did an excellent job and it looks lovely. They were prompt and relabel. They showed up exactly when they said they would.

From our first visit to Kidd's show room to the final installation of our Mendota gas insert everyone on staff was professional, helpful and courteous. Kevin & Randy gave us good advise in selecting our fireplace. The crew who did the installation were craftsmen, They also gave us good advise and listened to our wishes. We were concerned about keeping the integrity of the art deco design of our fireplace and they designed a casing that did just that. We were so pleased with the results of our beautiful fireplace. Thank you to all at Kidd.

I contacted Kidd Fireplace & Spa to discuss having my fireplace converted from a woodburing to gas burning fireplace.  After talking through the process and options over the phone, I scheduled an appointment with Kevin to come out to the house to evaluate the specifics of my house and prepare an estimate.  He showed up at the appointed time, was very professional and gave us a written estimate for the work.
After reviewing the estimate we decided to go forward with the project and contacted Kidd Fireplace & Spa to schedule an appointment.  Because they had a significant backlog of work, the earliest we could schedule an appointment was about 6 weeks later.   We also decided to choose a different log set that included a remote control starter; we were able to talk this through over the phone and revise our estimate to reflect this.
Kidd Fireplace & Spa showed up on time the day of the installation, installed the new gas line and log set and walked us through its operation.  They did a great job.

They did not include the pipe that goes into ceiling in the initial quote so they did not charge me for that.

We bought a Gas Insert from Kidd and had a great experience.  We got estimates from all the major local places.  Kidd was priced comparably. We ended up picking them because they are the only one that also does the Gas lines, and Electric.  We figured, if something goes wrong it's better to have "one neck to choke".  I was afraid of a scenario where the installer blames the plumber blames the electrician etc.  We did not regret the decision. 
Something did indeed go wrong with the unit we bought (Regency U390, starter went south and wouldn't turn on), and they stood behind the work.  Randy had to come out twice, and had to disassemble and rebuild the unit.  He did so without complaint, and we were not charged.  While I'm sure we were still under warranty it was refreshing to see them stand behind their work with no argument.  When I thanked Randy he made it clear that they "want to do right" by the customer.

We requested an annual service of our gas fireplace. After the service, we suddenly had flaky soot problems. When they removed the frame to study the soot problem they broke it, because it had simply been glued on during THEIR installation in 2003. The frame installation was clearly faulty.
On the plus side, this company tried to order a replacement frame on the warranty. I give them high points for this.  However, the new frame did not fit and they did not seem to be able to acquire a frame that would fit, even though this fireplace is not that old. They were then planning to charge us to repair the old broken frame, at their standard (high) rate.
As to the soot problem, we were told that our type of stove always has soot problems. This, despite the fact that we had had NO soot problems until after this summer's annual service.
During their servicing, we always had to put down our own drop cloth, and the service person walked through our house with big boots. I had to vacuum up little pieces of rock off our hard wood floor after the most recent visit. I think service people who wear shoes or boots with lots of indents in the soles, should put on covering over their boots to prevent this problem.
Summary problems: expensive, compounding problems, at times rude and impatient, a little careless with the premises.
Good points: tried to fix the problem, including working the warranty for us; prompt; professional work orders.

My first contact was to call Kevin at Kidd Fireplace to get an estimate for converting two fireplaces to gas. He was very helpful in explaining the difference between a gas insert and gas log set.  We set up an appointment for an estimate.
The next week, Jason came to look at my house and, with his help, I decided I wanted a gas insert in the living room and a log set in the family room.  Within 24 hours Kevin sent me the estimate.  I went by their office two days later to see how the gas inserts worked and to put down the deposit  to start work.  My house was built in 1937 and the fireplace opening is not rectangular so I was concerned about how the insert would fit but Kevin reassured me that they would do a custom frame and that it would look great.
On August 2, Jason and Terry came to do the installation.  The work took almost the whole day.  When done, they showed me how to operate both units.  Before leaving, Jason measured the fireplace opening to order the material for the custom frame.  He said it would be 2-3 weeks before it would be installed but that the gas insert was operable.  I did try it out once despite the weather not really being cold. They did a fantastic job cleaning up after their work.
On August 23rd, Jason returned and installed the custom frame.  It looks great! 
Everyone I dealt with at Kidd Fireplace was friendly and professional. I would not hesitate to recommend them.

Kevin (the owner) was very helpful. He was willing to send someone out to my house to get the fireplace installed despite Saratoga (which is where I live) being out of his normal service area. He was much more responsive than the neighborhood fireplace store (who I also contacted) which is one of the primary reasons I decided to go with him.

My direct vent gas fireplace was acting up. Had another service person (from where we purchase the stove) come out and throw parts at the problem one afternoon. Got a call from that person's boss that I had to pay for an expensive replacement part to fix the problem. Not convinced that they had properly diagnosed the problem, I checked Yelp but did not see promising persons on it that would help me out. I then decided to finally take the plunge and sign up for Angie's List. Kidd carried my brand of stove, Regency, so I call them. Great staff, an appointment the next day even! Randy came out only 15 minutes late, but honed right in on diagnosing the problem properly. As the daughter of a mechanic, I know what this looks like when done right. His theory that the problem was caused by a spider in the valve proved to be correct, and we are cozy and warm this afternoon in the house, about one hour later. Kudos to Mr. Kidd. He's got this down.

I called Kidd Fireplace to educate me and give me an estimate for a gas insert.  I told them what my budget would allow and what I needed.  The gentleman that came to my house took all my information and measurements back to his office to come up with a price which would fit my budget.  Since I was more concerned with the functionality and not necessarily the looks (don't get me wrong because it looks great) he was able to get one of his less expensive inserts (including a remote) with all the labor (which includes gas and electric to the fireplace) just under the $4,000 budget that  I had.  I did do some research and feel that I got a great price.  I paid my deposit, the insert was ordered and within two weeks the job was completed.  After the insert was installed they walked me through the opearation of the unit, the thermastat and the remote.  They even went over safety which I truly appreciated since I do have young grandchildren.The workers were prompt, friendly, conscientious, professional and detailed.  I will not hesitate to refer them to family or friends and would definitely rehire.

The  gas  fireplace  in my house stopped  working via  the  wall  switch. (loose  connections)
I experienced personable and  informative  service  on the phone as  well as  prompt call  back service when I left a  voice  message near the  time of the  year end  holidays.

The  repair  technician  was  nice and  wore  foot  coverings in  my relatively  new  house -  at my request.
The  problem was minor  -  loose conections. My  PET PEEVE was that  his  first  request was to use  my  bathroom!!!!!!
I  really,  REALLY hate that when I PAY  $125 for a 30 minute minor  service, I have to allow  a  stranger to use  my  bathroom ( and  spend  an  hour cleaning it afterwards).  'Professionals'  should   use  other /public   toilet  facilities BEFORE  a  service  visit. to a  customer. If I use  Kidd Fireplace  again I will  ask that they go to the  bathroom  BEFORE  they  arrive  for a  service visit.

Kidd Fireplace & Spa were excellent. They did a very good job.

The whole job took a little longer than half a day. The guys were courteous and and efficient. I contacted Kevin a few weeks before the job, and scheduled an inspection. When he came we drilled a hole through the corner diagonal wall right above the fireplace mantel to look what is behind. This is a top floor condo unit, so the chimneys coming from the lower units were running through my unit behind the wall. He wanted see how much space we could gain by removing the fireplace (afterall that's the main reason I was getting it removed). After that we scheduled for the demolition. The guys were prompt and knew what they were doing. They took out the structure and the fireplace in about 5 hours. Overall I am satisfied with their work. However there were two minor problems. They did not take out the continuation of the structure on the ceiling (just a plywood). We all thought that we could leave it there and cover it with drywall, but on closer inspection I realized that the plywood was almost flush with the ceiling and covering it with drywall would cause an indentation in the ceiling. So I would have expected them to notice that. I have removed the plywood subsequently (which turned out to be a really major work) Second, the wood frame they erected around the chimneys (coming from lower units) could have been a bit better. It was good, but not perfect. That said, it probably won't make a difference once the frames are covered with new drywall. Apart from these two minor glitches I am happy with the results. I would hire them again

I have used this company annually for a few years, and they always do an excellent job cleaning, servicing and checking both fireplaces each year. I plan to use them again this fall when I get ready to "fire-up." They return calls within the time specified in their voicemail answering message, so I am always willing to leave a message. The service technician always shows up on time, knows his job, and does it thoroughly.