Fireside Hearth & Home

Terrible. Left a message on Dec. 6 and still waiting the 5 days for a call-back. Today is Dec. 21st. Wouldn't purchase from them again as they appear to be only interested in making a sale, no help otherwise.

I had a gas fireplace installed on May 2nd, 2015. The installation that day went well for the most part. I left the house to run errands and my husband remained home with the gentlemen completing the installation. When I returned home I noticed the front door of the fireplace was the wrong design. We payed a more expensive price for another door because I liked that design better. We called the next day and left a message to notify them of the mix up. We got a call back on Monday and we were told someone would be out to replace it, that it was a mistake. No problem, right? I wasn't angry in the beginning but it is now June 17th and the problem hasn't been fixed. I have to keep calling and calling. I get the run a round. I just want what I paid for. Is that too much to ask? Why do I have to keep calling? Why can't this just get taken care of? I will be calling again in the morning. Please, just replace the door. Needless to say, my husband and I will not be using their services again.

Sales staff (Mary) was great. Knowledgeable and courteous and sold us a fantastic fireplace product. The install was a different story. I believe Fireside subcontracts the install to a different company and although the install crew guys were nice we smelled gas immediately following the install. They did respond the next day but failed to resolve the problem. On a third visit a more experienced technician (Mike D.) came prior to the county inspection and immediately found and corrected the problem. No more gas smell and a beautiful fireplace that warms the house, looks natural, and turns on and off with a flick of a remote. We love it but getting to the final product was a bit difficult.

This seems on responsive and greedy.

The actual installation was very professional and well done. The negatives were the salesman's leaving off a $500.00 critical item until the very last invoice and then trying to placate us by saying he mentioned this item in the store. After I got a little irate, he apologized and knocked $100.00 off the price. The site inspection people came out to check things out and map out how to connect the gas and electric to the unit but failed to give the install people the information. The install people connected the gas differently than the site inspection people said they would do it, but actually a better connection location. There was another $100.00 mistake in the billing, which they corrected after I called them on it. All in all the fireplace insert looks great and hopefully it works great; after spending a little over $5,000 on it. Obviously there's a lack of communication between the site inspection people, the install people. and the office people. I was a little surprised, but maybe this is normal in this business?

The purchase and installation went very well. We were satisfied with the price and the two man crew who performed the work. A problem as since developed with the blower on the new fireplace. At first it was just loud. But, in the past few weeks it has developed a new problem where the blower keeps changing speeds. In the past six weeks I have been back to the Ford Road store twice to fill out two seperate service requests. I am still waiting for that call to set up my service appointment. On my second trip to the store to fill out another service request, they did appologize for the delay and blamed it on a new process they were implementing for service calls. I was assured at that time I would be contacted for a service appointment. Now ten days later, I am still waiting. This seems to be a pattern instead of an isolated problem.

Look above I typed everything all in one location.