Get matched with top gas log pros in New Lenox, IL

"BEWARE of this company!!! Everything started out great, the staff was initially incredibly responsive and came out for an estimate. Their estimate was reasonable and competitive to a 2nd bid I had received, and I was offered a $500 discount and a commitment that the work would be done in 1.5 days if I signed the contract in 24 hours. I went ahead and signed the estimate. That is when the problems started.... The project manager (Moses) was completely non-responsive as to when the work would be completed. They were provided access to my home, yet never contacted me to let me know when they would arrive or when work would be completed. 3 weeks later, I still did not have a response on work completion and Moses stopped answering my messages and would not answer my calls. Finally, after calling the office (which is always closed and has an outdated voicemail response that hasn't been updated since Oct. 3rd) , I received a call from the technician. He tells me that work is complete, and that he'll be doing a walk through in a few days. Today, he calls to tell me he is there , but he doesn't know where the main gas line is and he can't figure out how to get gas to the fireplace. Ok, interesting... I call my gas company because we have working hot water and have been paying our gas bill and they tell me gas is entering the home. I tell this to technician, who tells me, well, that's too bad, they don't know what the problem is and that is my problem to solve, the work is complete on their end. How is work complete, if you have hooked up a gas fireplace , but can't figure out how to get gas to it? Isn't this something you would confirm BEFORE doing work? I can't get in touch with anyone in charge at the office and I am honestly shocked that anyone could have had a positive experience with this company."

"Mirna and Rafael the best and easiest people to speak with. Walked me through the process and inspection. Gave a full overview of what was needed and its purpose. Discussed the warranty of all work done. 3 day operation of a 33 ft chimney. Tuckpointing of foundation to crown, New crown replaced, New flashing. 25yr warranty. Highly recommend to friends and family"

"They wee quick and cheap."

"Please use this as a warning before using this business, the owner does not honor life time warranty he states he has on parts. I had Jeff install a damper for us at the end of 2022, the metal pull you use to open chimney broke and in February I asked him for a repair, he said the part is covered but service fee of $125 is not, he said he will be on vacation for 30 days but will contact me when he returns, never heard back so in April 2023 I started texting and calling, he finally called me back 5/11/23 and as I was explaining the situation he hung up on me and would not take any more of my calls, very unprofessional"

"We looked at quite a few fireplace retailers before selection Southwest Fireplace. The main reason was location, but they seemed to have knowledgeable staff and prices were comparable to others. We were wrong. Despite looking at various models - nobody provided important information about selecting a fireplace. Things like size of the room. Our new family room is 4oo sf. We were sold a fireplace that was designed for a room 5 times that size! We have 5 settings on the remote - 1-5, with 5 being the highest flame. We can only leave the setting on 1 as anything higher and the room gets too hot. They did not tell us that the fireplace did not need a hearth. We just assumed it did and had it added when the fireplace framing was built. It was only on the day that the fireplace was installed that we were told that we could have set the fireplace on the floor. We probably would have selected that option if we were told that the salesman, but we were not. We were also never told until after the fact on what the height of the mantel needed to be. Another oversight on the overall team on their lack of proper communication to the seller. They also installed it by not following the original plan of having the rear vent at the height we were told. Now we can see daylight thru the fireplace when sitting in the family room because the vent it right behind the fireplace box. My advice when buying a fireplace from Southwest - ask a lot of questions and then ask more. Make sure you question them on their installations. For the amount of money, we spent on this- fireplace we expected more professionalism, proper installation and superior customer service. Southwest Fireplace failed in all three."