Condor Fireplace & Stone

We contacted Condor Fireplace and Stone in early November 2021 on the recommendation of a relative to have a gas fireplace insert placed in our old wood-burning fireplace. The salespeople came out quickly, provided a quote with an install in “the next 2 or 3 weeks. This is November, remember, so we were hoping to have it done by December. You know, in time to use it during the winter, when a fireplace is actually useful and nice to have. What followed was 6 MONTHS of the most unprofessional, inept, and disorganised service I’ve ever seen. First, it was weeks before we even heard from Condor again. They needed to schedule a gas line install before any other work could begin. The installer came out once in early December, drilled some holes, and then nothing for a few more weeks. By now it’s January, everyone has COVID, I get it. Things are slowed down and they emailed me to say the install would be done in February. Fine. It happens. However, they were frequently promising that the installers would be by in the next week or so, and they would never show up. This went on until MARCH, 4 months after we started this process and 3 months AFTER they said this process would be done. At this point we requested that they refund us our money because they clearly were unable to complete the project. Just like that, the gas got installed the next day, and the installers were coming by a few days after. Good, right? EXCEPT, somehow in the process the sales people neglected to tell anyone that the mantle of our fireplace is made of wood, despite us pointing that out to several people in the company. As a result, they had to do additional work to get the fireplace area prepped, which we found out the day the installers showed up. This took an additional 2 MONTHS TO COMPLETE. It took a full 6 months since we signed a contract before the fireplace was completed. The finished product looks worse than before. They dodge my calls and ignore emails. It’s the summer, I can’t believe that they’re actually busy right now. Dealing with them has been a hilarious farce. Don’t hire these people for anything.

They didn't return phone calls while I was in the process of hiring them. I should have known then not to hire them. But, I wanted to hire a small business and owned by a woman. It took two months to get the fireplace installed and I felt more like an inconvenience than a valued customer. It was installed the end of June and now the first winter the fireplace is not working. I called Condor for warranty work and they said they were busy and referred me to a private company to hire at my expense rather than honor the warranty. I continue to request they provide service. After I called them several times the service person Randy called and said he would be here in 30 minute. He never sowed or called. Several days later I called his number to get a voicemail stating called would not be returned for an extended period at a time. I called the fireplace manufacturer who referred me to Fireplace Hearth and Home. I contacted them and they set a repair date for me. A few hours later their service manager called me and wondered why Condor would not do the warranty work. He walked me helped me trouble shoot and a short while later the fireplace was repaired. I regret my decision to hire Condor and would highly recommend Fireside Hearth

They offered a good price and arranged for the delivery as promised. The first issue occurred with the condition of the product that was delivered. The grill had tape residue that was not easily removed so I called and they sent someone out to clean the grill of we also realized that our smoker tube was listed as delivered but we did not receive it. It took the person they sent 40 minutes to clean the grill which tells you a bit about how bad this residue was. Our purchase was close to $2,000 so not something that should show up looking as if it has sat outside for the winter. Then we went to use the grill and could not find the extension cord that was needed for the lighting in the grill. We realized that we did not receive any product guides or informational material. We called the manufacturer of the grill to find out what should have been in the box and they confirmed that it should have had an instruction manual for the grill and rotisserie as well as the extension cord for the grill. I called Condor Fireplace and Stone and talked to the salesman who sold us the grill. I explained that we should have received one package with the grill that had the items we were missing. He stated he would look for this in the assembly area and would email me the instruction manual. I never hear from him again. At this point we called the manufacturer directly and they took care of what we needed. We are adding a deck to our house this year and were thinking about some stone work needs. After this level of service for just a grill we will take our business elsewhere.

They wanted to rip me off. I came to their store to purchase a fire place for my basement and was recommended a model that I paid for. After the fire place was delivered to my home my HVAC contractor said that it would not pass inspection because the vent pipe was 16' away from the outside wall and purchased model allowed only 12' max. I called Condor and explained the situation and was told that they would deliver a new fire place that would work and would cost quote ''a couple hundred dollars more''. They delivered another fire place, my HVAC contractor has installed it and TWO MONTHS LATER they sent me an invoice for $3452.43 more. I called and told Glenda (owner) that it was not acceptable and it's not $200 as I was told. I asked her to pick it up and refund my money, she refused. I still have her fire place in my house (waiting for them to pick it up) and refund my money that I paid for the 1st fire place $2467.85

I contacted this Co in December 2015 and have ordered a fire place for my house. I explained what I was looking for and was recommended a model that I have purchased on 12/8/15 where I paid $2554.07 with tax. After my mechanical contractor has installed the fire place, building inspector said that that fire place would not work due to the fact that that fire place didn't meet code in venting and because vent pipe was 13-14 feet long but fire place allowed only for 10-12' of horizontal venting. I have recorded a video and posted it on the youtube explaining to Mike (Condor’s tech guy) what was the issue with the fire place and have sent Mike several emails with the video links. Attached is the link on March 7th, 2016 [*** Link removed ***] Based on Mike's experience (I don't know his last name) I was offered to exchange the fire place to a different model that would work. I was told that there would be a small difference in price under $200. I was OK with that. New fire place was delivered to my house on 4/22/16. I paid my mechanical contractor $1200 to remove bad fire place and install a new one. On 5/13/16 I received an invoice for $5632.42 with the due balance of $3078.35, since I already paid $2554.0 for the bad fire place. There is a big difference between $200 that I was quoted over the phone and $3078.35 bill that they sent me. There were parts on the invoice that I have never ordered, such as remote for $277, (2) horizontal power vents for $1019.70 even though the fire place only needed ONE power vent kit, back shield kit $334 (that I also didn't order). I have attempted to resolve the issue over the phone several times, but when I called the owner (Glenda) she was never available. I have sent a certified mail addressed to Glenda (owner of the company) on 7/6/16 that she signed for demanding to return the unit. In the certified letter I requested that Glenda removed her fire place and all parts that came with it. I have received a bunch of parts that came with the fire place that I have never ordered, such as: remote control for $277 (2) power vents for $1019.70 even though the fire place required only one power vent. Back shield kit $334.90 and a lot of venting pipes. I have not received any response, so I called and talked to her and she laughed at me and told me that she would not accept the unit back, but she would pick up some parts that would help me to reduce the bill. I agreed to do that, hoping that the bill will be only $200 as I was quoted. After we spoke she sent a worker at my house to pick up extra parts (I was not home when he came), my wife let him in. He picked up 2 boxes of parts, but Glenda has not given me a credit for the items that her worker picked up. Resolution that I want: I want her to pay $1200 that I paid to my HVAC contractor for fire place removal and installation and refund my $2554.07 that I paid for the first fireplace and I want her to pick up her unit. Also she was trying to put illegal mechanical lien against my house without providing a proper notice. Total amount that she needs to pay me to settle $3754.07, remove the unit and stop sending me demanding payment letters.

We purchased a Heat and Glow model Supreme I30 gas fire place insert approximately five years ago. Since then, we have had it repaired at least once a year. The issue is the controller locks out, light indicator blinks red / green indicating it is locked out. The last time, just over a year ago, they replaced the control module. It has failed again.

Our other frustration is the response for service. It always takes a significant amount of time to get a response for service. We have had to call several times to get a call back. One year we waited 2 months for a call back. It is only when we ran into Condor Fireplace at a remodeling show and complained that we got the call back. In fairness, the repair was done at no charge, and when the repair person finally shows up, the service is done well and they have not charged us much for the wok done.

To summarize, the quality of the Heat n Glow fireplace insert is poor and the response of the service from Condor is slow. They are very friendly and try hard, but they come up short.

unknown

The stone looks great!  We are satisfied with the overall product.  The team showed up as scheduled, completed the job on time, cleaned up after themselves, and were patient with us deciding where to mount the fireplace mantel.  
We had one issue; flashing should have been installed between the stone and electrical panel on the exterior.  The building inspector required this to be correct before closing the permit.  We attempted to contact our sales rep to figure out how the flashing could be installed after the fact.  He did not return our calls or emails.  When we finally got him on the phone, he said he would get back with us.  He never did.  We ended up working with another contractor to get it fixed. 
We would do business with Condor again.  However, we would withhold final payment until the final inspection is passed to ensure responsiveness.

unknown

I used them off of a friend's recommendation. I thought they were excellent communicators and the people were very friendly. They were just easy to work with. I knew what was going on the whole time.

Install was fine, work was done on time, and job was very good.  A few months after  it was installed we had a problem with the fire place not working.  We called them at 5 pm on a Friday, and  their tech stopped on his way home and fixed the problem.  Some of the glass beads had blocked the pilot light  from igniting.  Great customer service !!

Great people to work with. Very helpful :)

He was very punctual and neat.  He solved the issue we were having.

Condor was prompt in coming out to give me an estimate and then in scheduling the work.  I was able to negotiate a price reduction based on offers from a competitor.  Condor is a privately owned company, which I like.  The actual fireplace had to be ordered from the manufacturer, which took about two weeks.  Once the fireplace unit was installed, a custom surround had to be ordered and built, which took an additional three weeks.  Once the unit and the surround were available, Condor was prompt in coming out to do the installation.  The unit is working well and I was overall very pleased with Condor. 

The workmanship was good, fireplace looks and works great.   Communication and time to complete project was a little slow.   I would use them again cautiously with more guidelines for the time frame.

See above

We visited the showroom on 1/5/2013 and were impressed with the large selection of materials. After explaining what we were interested in--removing existing brick and mantle and installing floor-to-ceiling stone in a 14 foot room--Shelley helped us narrow our search and scheduled an in-home estimate for the following weekend. A few days later, we made our selection and returned to the showroom to finalize the project. Everyone we dealt with was professional, courteous, and friendly. True craftsmen transformed our functional fireplace into an amazing focal point. It was a great experience and we are delighted with the results.