YANKEE FIREPLACE & GRILL CITY

unknown

The experience wasn't that great. We ended up buying the unit from them, and then I was disappointed with their service and support. It was very complicated to actually get it installed, so they abandoned us, once they had our money for the unit. I wouldn't use them again.

Service included a preliminary visit to assess the installation and then a visit to do the actual installation of a new gas fireplace including the new gas line but not electrical or carpentry work which were done by my people. Everything went well, the workers were pleasant and neat, and the unit operated as expected. Yankee was not overly helpful with the breaking in, I found out that sometimes it's necessary to remove the glass and clean it after initial operation and I hoped they would do that for me but they directed me to the instructions, and luckily I did not find that necessary. Anyway, the fireplace operated well. My problem came during the long cold winter when one day I felt a steady stream of cold air entering the room from the lower area of the unit below the firebox (where the wiring goes). I was dismayed since I'd removed a leaky wood unit to get an airtight gas one and had put great effort and money into sealing off the former chimney with 3" icynene boards and foam. So I called Yankee and the person immediately said it could not be their installation at fault because the outside vent is a closed system, cold air cannot escape into the lower open area, so my carpenter must have done something wrong. As our insulating had been excellent (I even took a photograph it before the fireplace went in), and we had spray foamed the outside sill where wood met foundation, that was not true.
I then called the manufacturer, Heat 'N Glow, and was told by customer service that "cold air infiltration" does occur with these units, and that more vertical piping before the vent exits the outside wall can reduce the problem. Having little vertical clearance can allow cold air to infiltrate. This made sense since the cold air coming in was really cold, and we had insulated incredibly well, so the vent was the only possible source. She emphasized that the unit was installed properly, but that from my description this was the probable issue. Therefore, I had just sealed off about 30' of perfectly useful vertical chimney, not knowing that a higher vent would reduce likelihood of cold air infiltration, because Yankee had never told me to do otherwise. I was dismayed. I put the vent out just above the rear of the unit, as Yankee had suggested. When I called Yankee back to tell them what I had learned from the manufacturer, and ask what they could do to eliminate the stream of cold air, the service manager listened and said he had never heard of this being a problem. He said it was simply part of the unit's function, that he had one himself and the cold air came in. I couldn't believe that purposefully allowing cold air to stream in was sold to me without notice. He said he would check with Heat 'N Glow and after he did, he called me back to say they denied what I had been told. He said they did not have any knowledge of cold air intrusion being a problem. I was irritated but there was nothing to do. Now I stuff a black blanket into the opening and mark on the control not to operate the fireplace without removing the blanket first. Back to the 1970's.
Yankee did respond quickly, that was not an issue. Their installers worked as promised. But I believe that they should know more about what they sell, and be more interested in solving a problem with something they sell.

The initial maintenance, the additional visit to check out the details for the new gas stove installation and the installation went very well, very detailed and knowledgeable staff doing a thorough job. Their price was at the same level as 2 other offers, no significant savings and not willing to further adjust the price, but they had the advantage that they offered everything (incl. gas hook up) together. With other companies I would have had to deal with a separate plumber for hook up, permits and inspection... Problem was that the whole process was a little bit uncoordinated - the technician was at our place to service the old gas stove and had to come back for the detailed installation assessment - that could have been done in one visit. The sales person we were finally dealing with did a very good job, the lady that tried to help us during a visit to select the right new gas stove definitely has to attend a customer focus training, she should listen more than talking to her customers. Scheduling the various visits at our place took time and the promised calls from the service department to schedule the visits always took 2 or 3 days longer than announced (and necessary). If there is one thing they should focus upon for improvement, it is the responsiveness (or more timely proactive approach) in their service department. All in all we are happy with the services we have received and with our new gas stove, keeping our living room warm during te upcoming winter....

They worked with me on fitting the fireplace to a mantle I had purchased. It has been marvelous. The work is beautiful and it works like a charm. I am very pleased and would say this work should be in a magazine. The pricing was comparable to others, if not lower. The only problem I had was that the outside vent is likely to allow hornets and wasps to nest there.

They have an excellent selection of fireplace accessories.

I found what I wanted, they had exactly what I wanted. Their prices were in line and they were extremely helpful.

They gave me information for plumbers to come out and check the gas leak. They also gave me a contact to get a new gas meter. They were very professional. The customer service was great. Allen walked with me through the store for an hour helping me out.