BEST FIRE HEARTH & PATIO

I called about my pellet stove. I was looking for information on how to maintain during operation and what type of yearly service I needed to do. They customer reps that I talked to went out of their way to get my the information I needed, even though they do not handle the stove type I have. If I need to buy anything stove/fireplace related, I will defintiely go back to Best Fire for my purchases based on customer service alone.

When I did get the estimate, which was fairly soon after my visit to the showroom, the price was actually quite competitive, and the person that contacted me was quite pleasant. However, I brought my business to a competitor as customer service is important to me.

Salesman gave us a quote and we put down a deposit.
Salesman then came to our house to verify required components.
Install team came a few weeks later to install the unit.

Left a message on 1/29/2013. Returned promptly and scheduled service for the next day. Called when promised and arrived as scheduled. Craig was extremely professional and efficient. He assessed the situation, worked quickly, cleaned everything as he went along and made sure every aspect of the fireplace was safe and working properly. He clearly knew what he was doing and did a great job.

I would use them again.

See above

We were extremely pleased by our initial contact with Bob Smith at the Brunswick store. He went over options with us and came to our house for measuring and planning purposes. We agreed that the pellet stove installation should take place on the same day as the fireplace screen installation, so there was a delay in waiting for the special order of the Stoll screen. We were notified of the process that we had to go through, including getting a building permit from the local building inspector. The installation actually took place sooner than we expected due to early arrival of custom parts. The day of installation went as planned except they were able to relocate the outside vent and not use a part that we had paid for. This was taken off our final bill, so the job actually cost less than the estimate. After the installation we noticed some loose insulation in the fireplace screen and soot had formed on the glass of the stove. The loose insulation was removed and the screen caulked in place, and the issue with soot formation was described as "typical". When we discussed the soot issue at the Albany store, we were pretty much blown off by the salesman there, so we called the Brunswick store to complain. Later there was a problem with the auger on the woodstove that meant the stove was inoperable on New Year's Eve. We called and got an appointment, and a technician (Maurice) came and tightened a set screw so the auger would turn properly. Maurice also went over the stove and how to clean every nook and cranny, so now we konw how to use it and what to do if the auger doesn't turn. We were very please with Bob Smith and Maurice, but some of the other workers do not deserve an "A" or "B" rating. We were also disappointed by how long it took to get somebody out to look at the stove when it wasn't working in the middle of the winter. Bob Smith was concerned about our problems, but the person scheduling the appointment was not and did not call back so we had to call a second time. Overall, the experience was positive, quality seems to be good, and appearance is great.

Excellent process. Person who came to the house to give an estimate was prompt and explained everything. Installation team showed up ontime and did an amazing job. They also explained how to use my new fireplace.

Great.

Did not get anything done.

Best Fire is the only dealer that sells Stoll Fireplace doors so I had to order through them. They are custom doors. The owner is not honest and overcharges in many instances. If you work with him, you need to watch your estimate and final bill etc. He charges for every little item. He over charged me a few times. He is very pushy and controlling, quite tough to work with. After negotiating a lesser price he increased the charge of the FP doors and gave credits and said he was charging less but was in fact charging more.

From the sales representative to the installers, this was a good experience. The sales representative considered our needs, didn't try to sell us more than we needed. Was efficient and friendly. The estimator was on time and did a careful assessment of what our job would involve. The installers did a fine job of running a gas line through some awkward spaces and getting the fireplace installed. Only one tiny quibble, they installed a switch and the box was a bit crooked. We had someone else fixed that for us. Not a big deal. Everything went quite smoothly. I was pleased.

THEY ARE A LITTLE ON THE EXPENSIVE SIDE BUT WELL WORTH IT FOR THE PROMPT SERVICE, GOOD CONSULTATION AND QUALITY WORK. THEY ARE ALSO VERY ACCOMMODATING AND WILLING TO ANSWER QUESTIONS. THE FIREPLACE WAS ORDERED ON A MONDAY AND FINISHED BY WEDNESDAY. IT TOOK ONLY ABOUT TWO HOURS TO REMOVE AND INSTALL. THE TIME FOR THE JOB WAS MUCH SHORTER THAN WHAT THEY ORIGINALLY ESTIMATED IT TO BE.

IT WAS VERY GOOD. THEY SENT SOMEONE OUT AND HE WENT OVER EVERYTHING THAT THEY HAD TO DO WITH US. I'D HAVE TO SAY THEIR PRICE WAS VERY FAIR. THEY WERE KNOWLEDGEABLE.

IT WAS AN EXCELLENT EXPERIENCE. THEY KNEW THEIR PRODUCT WELL AND DELIVERED IT ON TIME. IT WAS AN OVERALL GOOD EXPERIENCE. IT WAS VERY HARD TO GET IT INTO THE CELLAR BUT THEY BROUGHT ENOUGH PEOPLE TO DO THE JOB WITHOUT BUSTING ANYTHING UP. THEY WERE SECOND BEST ON PRICE BUT I WENT WITH THEM BECAUSE OF THEIR REPUTATION AND LOCATION.

THEY WERE VERY PROFESSIONAL. THEY CAME ON TIME TO DO THE JOB. THEY CERTAINLY WERE ATTENTIVE TO OVERALL FIRE SAFETY FOR THE HOUSE. THE PRICE WAS A LITTLE BIT MORE THAN I WOULD HAVE CARED TO PAY FOR THE INSTALLATION SERVICE.