FORSHAW

WARRANTY is a complete 'bait & switch' sham and their CUSTOMER SERVICE is abysmal. Make sure you do your homework and read the online reviews for their cheap, plastic Treasure Gardens patio furniture made in China. Whatever delivery time they give you, just multiply by 3 or 4. What a joke. Filing my BBB complaint next.

Everything was pretty smooth from speaking to representatives in store to instillation. All our questions were answered throughout. Workers arrived on time and cleaned up afterward. We had a problem with the blower fan quitting a couple weeks after installation. They were very quick to replace the fan as remote. Love the fireplace and due to our cool spring weather have gotten to enjoy numerous times. It warms up our open concept kitchen,living room,dining area nicely.(Approximately 900sqft.

Excellent.

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Excellent job by professionals.

Love it!! Great service.  Great product. 

We have recently completed a major project by having our basement finished.  During this project we had decided to install a fireplace as our "big splurge", and our contractor, Jackson Custom Homes, referred us to Forshaw of St. Louis saying that they did business with them and they have wonderful products to choose from. We have never had a fireplace before and knew nothing about choosing the right one or what work was involved in installing one. We were referred to Dave Bono from Forshaw who deals with contractors and we were told he was the only person to deal with.  We were assured that Dave could call us to set up a time for him to come to our house with catalogues, brochures and take measurements and advise us what products would work for us. Our contractor called Dave and told him we were prospective clients and gave him our phone number and we waited for a call.  After a few days, we'd heard nothing from Dave, so our contractor called again and also gave my husband Dave's number.  My husband called and left several messages to try and set this meeting up.  Dave never returned any of the calls.  This took about 2 weeks.



Eventually we decided to go to Forshaw's showroom and look at fireplaces ourselves with the hope of meeting Dave.  We went there on a Saturday morning and met Jim McWilliams who was very helpful in showing us the various fireplaces available but was not able to help us making decision or purchasing one because we had a contractor and needed to deal solely with Dave Bono. We decided on a Novus fireplace from Heatilator, took a few catalogues that Jim gave us and Dave's cell number and left.



My husband (and our contractor) then tried once again to get hold of Dave so that we could put in our order for the fireplace.  They left numerous messages and didn't call us back for over a week or 2.  Eventually our contractor left another message while we were in a meeting with him and Dave called back the following day (October 31st). He told Dave to call my husband to take an order and set up a time to come to our house to take measurements. He called my husband a couple of days later and took the order over the phone.  We were told it would take about a week and it would be delivered on Monday November 24th and would be installed on Tuesday November 25th.  Trent arrived on Tuesday to install it and that is when we discovered that the measurements for the exhaust pipe were incorrect.  We needed 12" and we only 9" in  height and as it was a vented fireplace "someone" needed to drill a large hole through the basement wall to accommodate that.  Trent was unable to install the fireplace.



We were told that Forshaw does not do any concrete drilling and that we'd have to contact our contractor who'd have to bring in a concrete guy to drill a hole through our foundation to make the exhaust compatible.  This was an extra unforeseen cost to us due to Dave Bono's negligence in actually coming to our house to see where the fireplace would be installed and taking measurements.  Once again our basement work was on hold due to having a fireplace installed.  In the meantime, both my husband and our contractor had been desperately trying to contact Dave because the concrete guy needed to get some specs and info from him.



I had taken 2 days of vacation so that I could be home for Forshaw and our project had been held up for 5-6 weeks because we couldn't get hold of Dave. I had finally had enough and contacted Rick Forshaw to complain about our issues and he assured me that he would look into it.  He called me back and basically said that he had spoken to Dave and told him to call us.  I felt like he was blowing me off and not really interested in listening to my frustrations nor did he really understand why I was so angry.  Just walking over to someone's desk to find out why someone was not answering calls or returning calls is not sorting out the problem. Maybe if my husband had called he'd have taken more notice!



I was totally fed up with Forshaw!  They had put our project back at least 5-6 weeks because we couldn't have any other inspections done until the fireplace was installed and we had incurred an added expense, which I feel should have been borne by Forshaw for their ineptness.  If this is the way that Forshaw does business I am totally amazed that they stay in business.  There really is "no other store like Forshaw"!  We really shouldn't have to work so hard to beg a company to sell us their product.  I will never purchase anything from them again.  It's just too much hard work and frustration and their customer service is really a "dis-service! 



Having said that, I must clarify that it is the sales division that we had the problems with and not the installation people.  We had no trouble with the installation people who arrived on time and were communicative and very pleasant to deal with - I stand corrected, but I do believe that the people doing the installations are not Forshaw employees (and it shows!).  Their products are beautiful, the prices are exorbitant and the service that WE received was diabolical.

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They are installing the fireplace next week. The first company we tried to work with was not very good. They were so unhelphful and didn't know how to help me. Forshaw has been great so far. We went in there and they were very confident and knew how to do it. They had want I wanted. They were very professional and very efficient. They know what they're doing in terms of fireplace installations and inserts. That's what I like about them.

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May19, 2014 -Two installers arrived (Rich and Gordon). Installers removed old mantle and marble hearth. Gordon removed old gas line to relocate new gas line. New fireplace needed to be centered on the wall. Both installers went to the truck and brought in new mantel #1. When I questioned bad paint areas on new mantel #1, Rich told me that it was just "dirty" and he would clean it when finished.

Rich used a jig saw to cut notches in both legs of new mantel #1. Rich over cut the notches, notches weren't properly angled, and MDF wood was chipped in the process.  Rich and Gordon finished putting together the fireplace. Rich used a rag, wet with water, to wipe down the mantel and hearth.  After installation was complete, Rich asked me to look over the granite hearth and panels to make sure they didn't crack the pieces.  The mantel still looked "dirty" to me.  I would give it a good cleaning after the installers left.

After installers left, I rolled up the blinds in the great room, to get a better look at new mantel #1.  I noticed the mantel had a very thin coat of paint.  There were numerous paint swirls all over the mantel.  Side pieces of new mantel #1 weren't nailed/glued flush to one another.  White caulking was used everywhere to cover mistakes that Rich had made.

I called FORSHAW and told them I wanted a new replacement mantel that was properly painted.  I also requested the leg notches in new mantel be cut "in house" and delivered complete.

June 04, 2014 - New mantel #2 was scheduled to be delivered.  Rich called me a few hours before appointment time.  He needed to reschedule the installation.  Rich inspected new mantel #2 and again the paint was messed up.  I was told that FORSHAW had 1 part-time painter that worked on Thursday only.

June 06, 2014 - Second installation appointment.  Rich and Gordon unloaded the mantel.  I went out to the driveway to inspect new mantel #2.  New mantel #2 looked very nice.

Rich and Gordon struggled getting new mantel #2 in the house.  When they reached the fireplace area, new mantel #2 was dropped.  I screamed and startled Rich.  Hearth was hit with new mantel #2.  Rich assured me that everything was intact.  Rich just wanted to move on with the installation.

Four finish nails were used to attach new mantel #2 to the wall board.  Rich then had trouble with the nail gun firing.  Rich told me he would stop by in the next few days and shoot additional nails, to secure new mantel #2.  Rich never asked me to look over everything, like he had with the first installation.  Rich and Gordon left my home.

June 16, 2014 - Lowe's carpet installers (Mark's Flooring subcontractor) arrived. Old carpet was removed. 

Lowe's installer hammered tack strips around granite hearth.  Installer used carpet stretcher around right side and around half the front of granite hearth.  It was then that I left the area and went to my room.  About 10 minutes later one of the installers came to the door and knocked.  Installer notified me of the cracks in the hearth.  Installer said he did not crack the hearth.  All work was stopped.  Lowe's rep and Mark's Flooring owner came by to inspect the damage. They both concluded improper installation of fireplace.

June 23, 2014 - Rick Forshaw Sr. (owner of FORSHAW) came by to look at the fireplace.  After a very "heated" discussion ensued, Rick Florshaw Sr. concluded that the cracks were the fault of Mark's Flooring carpet installers.

We now had to pay flooring inspector to determine who was at fault.
CONCLUSION OF INSPECTOR:
The cracks in this hearth were caused by one or more of the following:

-Granite not properly bonded to the subfloor which left hollow spots.  Applying silicone in small round piles instead of the recommended back buttering 100% thin set transfer on a approved mortar bed.

-Installing the granite on a non-recommended substrate without making sure the proper deflection rate was achieved and without the use of proper stress membrane to help achieve the required 720 deflection rate.  Just walking across the floor without the required deflection rate and being installed directly on OSB could cause granite to crack.

-Delivery of material on a hot day and not allowing it to acclimate to site conditions.

-Dropping the heavy wooden mantel on top of the already installed granite hearth which had hollow spots from the installation causing the hair line cracks which were not visible from a standing position.

Based on inspection and industry standards, the above conclusions are caused by improper installation techniques.

As it stands, I have been living with a torn up floor and a messed up house for over two month now.

As of July 05, 2014, inspection report was delivered to Rick Forshaw Sr.

UPDATE: AUGUST 01, 2014

We paid to have our subfloor reinforced. We paid for Floor Inspector report.

FORSHAW removed damaged hearth. They properly installed a new hearth.

Advice: RESEARCH PROPER INSTALLATION STEPS BEFORE HIRING CONTRACTOR. MAKE SURE YOU BOTH ARE ON THE SAME PAGE.

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Everything went extremely smoothly.

I can't say enough good about Forshaw. From my initial visit to their showroom all the way through the completion of the installation, I was completely satisfied with everything.

The showroom saleswoman (can't remember her name) provided me with more than enough literature and information & helped me to decide on a model. Even a photocopy of the instruction manual for one I tentatively chose. The estimator/foreman (I believe his name was Tim) was very professional and extremely knowledgeable. He also explained municipal fire code rules & regulations which I hadn't even thought about, which is important for safety and home resale value. The lead installer (I believe his name was Rich) did an excellent job and made sure I was completely satisfied with the installation before he left. The room where they installed the insert was in the middle of a complete  renovation and a mess (even bare plywood floors) before they began their work. I was blown away by how neat and tidy they were during the entire job, just like it was a finished room. They disposed of every speck of soot, ash, brick dust, crating & packaging. The insert looks beautiful and works well (although I have only used it one time so far).

Due to the insert manufacturer's lack of complete documentation concerning required fireplace opening dimensions, Forshaw offered to either (1) take the already uncrated insert back and let me choose another model, or (2) modify the fireplace opening by cutting away the fireplace brick edge on the right side of the opening. I chose modifying the fireplace opening. Rich did a terrific job precisely cutting the brick as necessary.

I highly recommend Forshaw. I also (first) visited a another fireplace/insert retailer in Arnold, MO. I expected them to be more price competitive as I assumed their overhead was lower than Forshaw who are located in Frontenac -which I always considered kind of a "high rent" area. Forshaw was lower in price for both product and installation. That surprised me a lot.

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The customer service in the showroom was great--knowledgeable and no pressure.  They also recommended a great chimney sweep for me.  The process of making a decision and scheduling was really easy.  The technician who came was right on time, super nice, and did a great job.  Very happy with the service!

Excellent

I contacted this company because I wasn't sure if my fireplace was woodburning.  Forshaw came out to inspect my fireplace and set us up with a really great gas insert.  They were very patient with all of my questions and seemed more than willing to help.  They were very friendly and professional.

The company came out and built the chase. Forshaw came out and did all of their work. Everything went great and on completion it looked beautiful. We were really please and excited until we had our first fire. The fire wasn't drawing properly and some smoke was coming into the house. We needed to open the windows to have a fire. We called Forshaw and they came out to look at it and said that everything looked OK. They thought that it may be the wood. Bought wood from a different company and still had the problem. Called Heatilator and they said that we had to work with Forshaw. I got out the installation book supplied from Heatilator and found that Forshaw's flue height was too short. Went to Forshaw and showed them in the book where it said that the Minimum heaght was about 2 feet shorter that what they installed. They sent a man out to add flue pipe. So now we have this metal flue pipe sticking out above the chase and it looks horrible. We have had fires since all of this and it is a little better but we still  must open the windows. What a joke! Build a fire and open the windows. Called Forshaw and they said that there is nothing they can do. This past winter we didn't even use it. How Sad!!

The antique wood-burning parlor stove that has been used my family for five generations finally cracked.  The repair attempt was unsuccessful.  We shopped for two weeks looking for a replacement.  The stove was in the family roon on the lower level. 
 
We purchased a Quadra-Fire wood stove from the FORSHAW store in Jefferson City, MO.  We have a Quadra-Fire fireplace in the great room and know they make a quality product.  The branch manager, Randy Borgmeyer, was very knowledgable and professional. 
Randy called us on the morning of the scheduled delivery to let us know he was on his way.  He was very prompt.  He installed it without a hitch and stayed to answer any questions we had.

I first visited the other primary Heat & Glo fireplace distributor located in Arnold. I had a recommendation as well as a proposal from them first. I stopped by Forshaw with my Wife on a Sunday afternoon just to browse. We were met by Rick Forshaw Jr., who made us feel right at home immediately. Rick then asked us a number of questions regarding the existing firebox (see before picture), as well as the chimney condition. Once he realized that the chimney was 110 years old, and hadn't been used in a number of years, and was possibly in less than the greatest of conditions, he recommended that we consider an insert. We weren't sure what an Insert was as compared to a gas fireplace, but Rick took his time to show us, explaining that we didn’t need a sealed flue to use it, as there are 3” flexible pipes that bring the outside air in and exhaust it through another 3” pipe. He also showed us that it was a sealed unit, with a surrounding firebox which did not heat the chimney itself, but instead heated the room it was installed in. Within 15 minutes, we were sure that we would need to go with the insert, and asked Rick to show us several models they had on display. We were interested in a model that would also allow for the ambience of a fireplace without heating the room, and he showed us one with lights as well as fire. My wife liked the Escape I30, and we asked Rick for a ballpark idea of the cost. He wrote the cost of the fireplace, insert, and cover as $2700, and installation charges of $600, for a total of $3300. This was approximately $900 less than the other proposal we had, so we asked to have someone come out and take a look at the chimney and firebox, to verify that it would work for us. There was a $40 charge for this, but we were glad to pay it to make sure everything was in order.
Tim Taylor was the technical rep they sent out to take a look at the firebox, and verify everything was good, he made an appointment for 7:30 a.m., and showed up on time, spent 15-20 minutes surveying the situation, and gave us the estimate, which was within a few dollars of the one that Rick had given us. We then asked about granite for the facing, and Tim arranged for the shop to be opened on a Saturday for us to go out and look over their granite selection. The selection was extensive, but we narrowed it down pretty quickly, and went with a Black Granite they had.
The fireplace installation was scheduled for a Tuesday at 7:30 a.m., and again they were right on time. They did a great job of setting the unit into the very tight opening, and securing it, as well as running the electric, and gas line. In less than 3 hours they were finished. It looked very nice when it was completed (see after picture).
Rick Jr., Tim and the crew from Forshaw’s did an exceptional job for us, and we appreciate it, now on cool nights we are able to sit and be warmed by the fireplace, much the same as the folks who originally purchased the home 110 years ago did, without the cleanup.
Approximately 1 week after the installation, the owner, Rick Forshaw Sr. called me to follow up and ask me how my experience was, which I thought was rather nice. I am glad to see some business owners still care about their customers experience when doing business with them.