Aspen Fireplace & Patio Inc

The unit was defective and has never worked properly. The heater and blower will not turn on. Aspen has admitted that they no longer sell this particular unit, but I have not been able to get them to resolve this issue. That means I paid about $2,500 for a non-functional fireplace which is nothing more than a decorative light. This company needs to have some integrity. I would never deal with them again.

The Aspen employees were total professionals! Knowledgeable, efficient, showed up when the said they would, professional and respectful of me and my property - all the qualities you want in a company. I have subtracted points for the work of the subcontractor (hired by Aspen). The remodel work got off to a slow start since the subcontractor didn't show up twice when he said he would but he got it to a point where Aspen could come in and get their part done. The special order $$$ hearth I ordered was a regrettable decision on my part. But it didn't help that somewhere along the line the edges of hearth got chipped. While I didn't notice any damage to the hearth while it was sitting in my garage, I asked why there were chips to the hearth stone edge and the subcontractor told me that both the top and bottom edges were chipped. Maybe we could have discussed this before installation but he decided to install the chipped side facing out into the living room, although he did sand them to make the chips less noticeable. There is a 1/2" gap around the hearth since he chose to leave the existing baseboard and quarter round in place which means the hearth isn't flush against the wall. The fieldstone tile, mantle and remaining work were all completed with no issues. The fireplace is all done now, it looks wonderful (see picture) and a remote controlled fireplace is genius.

They came in did the work really well! I love it it looks amazing and we were given a great price too. They were professional courteous and easy to talk too.

While we like the look and design of our fireplace glass cover/doors, about a year after installation the magnetic screen doors don’t stay shut. I reached out to get some service on an either poorly installed or faulty magnet and the service rep was rude, didn’t offer to come and fix the problem and instead just kept telling me what their standard service fee is. I certainly don’t have an issue paying a service fee for a product that needs service, but an expensive set of fireplace doors that were practically new shouldn’t be failing, so their customer service has been poor.

Not great. We signed a contract for a gas fireplace insert on Dec. 9. The system was finally up and running on Feb. 18. A small part of the delay was that this was the first gas appliance at our house, which required a trip from the gas company. But overall, the delays were excessive and in my opinion, not merited. You name the reason (excuse), we heard it: "Parts on back order," "order getting inputted into the system," "the holidays," "the plumber took some time off after the holidays," "waiting for a call back," etc. etc. Despite all the delays, I think Aspen could've done better at staging and sequencing the various tasks. Instead, they would wait until Job #1 was finished to even begin thinking about scheduling Job #2. And so forth. Long story short: I got a good fireplace, at a fairly high price, and had to wait all winter to get it.

Installation was great; however estimate for cost was supposed to be conservative to cover complications and adjusted if easier. It was far more simple than anticipated, but no adjustment was made.

The guidance that they provided on purchasing gas logs was very helpful. They walked me through the pros and cons of vented and unvented logs. I decided on in stalling vented logs. The subsequent installation was satisfactory.

Long story short... The crew (Craig and Adam) did an excellent job from start to finish. However, later in the day our furnace was clicking on but not lighting the burners and distributing heat. I called Aspen and their response was second to none. Out came Pete! He checked everything and found that our problem was actually connected to the furnace. Talk about knowledge! He diagnosed the problem, fixed it, and charged nothing. Pure coincidence that we had a furnace problem and not Aspen's fault, but Pete still took care of it. I would never recommend any company but Aspen to do the job!

All went well. Aspen is tge only dealer locally to service Jotul fireplace inserts

Badly. They told me it could not be done and charged over $100 for the visit. Money was refunded when I told them I hired someone to fix the problem and the problem was an easy fix.

Very well!

Purchased the Logs in '09 and have used Aspen as my vendor. They have been out a few times for a cleaning and inspection. I read all these negative reviews but never put much stock in them until NOW!!! I had Brian out to repair the gas logs in March of 2016. He took my appliance with him and advised me (about a week later) that he went through the unit and he found it needed some kind of valve. He quoted me (approx.) $200 and indicated that the part would have to be ordered and Aspen doesn't "special order" one part. They wait until they have enough parts so they don't have to pay shipping. I checked back several times only to find out that the part had not been ordered yet. Then I heard a story about the part coming from Ca. It took (in excess of ) 6 weeks to get the part and install it. Winter had come and gone by this time so I didn't even pressure Brian to complete the job. We never used the gas logs in 2016 and all of a sudden my family was indicating that they were smelling gas emitting from the fireplace. I called Brian and he sent someone out in a fairly timely matter. I can only think that there was a health concern from the fumes. Brian sent a fellow out and the guy was struggling to find the issue at first. He indicated that there was one more test that he could perform that would locate if indeed there was a leak. A leak was determined to be found and the service man took the unit back to the shop for further investigation. Last Wednesday I received a call from a man (don't know his name) and he goes on to explain that it needs a valve and that the price would be (approx.) $300 this time!!! I pushed back on this guy and indicated that I didn't believe that (I did believe that it needed the part) the unit was "thoroughly" inspected a few moths ago and if it had been inspected properly, and I received a $500 estimate for repairs, I would have replaced the $800 (7 year old) set of logs!!! The man advised me that I would need to take that up with Brian and I can put you into his VM. Left a message for Brian on Weds. 8/17/2016. Brian was so concerned about customer service that he called me 5 days later!!!! Brian indicates that he "understands" my concern but he "thinks" that he inspected the unit thoroughly in March and he is sorry that he can't do anything about this. Then he shared with me a story that he believes is identical to my issue about his car getting an oil change recently and a week later his air conditioner went out!!! Really Brian????? You figured that to be the same as a thorough inspection (which I paid for) of my Gas Logs!!!! I used to be a big fan of this company. I wouldn't buy a book of matches from them! Horrible customer service after the sale.

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In September 2014, we began discussions with Aspen for a quote and installation (in collaboration with our contractor) of a gas insert fireplace in our 100+ year old home.  The work was originally to be completed 1 week before Thanksgiving.  Work was delayed multiple times, and communication was a problem throughout the experience.  Our contractor had difficulty tracking down straight answers and timelines. The quote was generated incorrectly.  Then Aspen ordered the wrong fireplace.  Then, after the ordered the correct fireplace, there were parts missing.  Finally, installation was completed in mid-December.  I was given a slight discount after complaining, but Aspen did not take ownership for the issues - they blamed it on the salesman.  Now after 2 months, the fireplace stopped working and I have scheduled a service call from Aspen.

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Service call was great. I would recommend this company to anyone.

tVisited Aspen and they found a remote burner that would fit our fireplace.Ordered same. Called when burner arrived at Aspen.They set up a appointment to install burner, showed up as planned installed burner. Were neat courteous and friendly. 

Working with the Technician Brian was a very good experience. He was prompt on his appointments, was very through in h is diagnostic process that resulted in ordering the right parts for the repair needed to get our pellet stove back to working order.He was very clean and tidy, leaving our home as he found it.

Aspen never showed up. The appointment was for 12:00-12:30. I called at 12:30 and they said the appointment was between 12:00-1:00 (not what I was told when the appt. was made). I waited until 1:03 and called again. This time I asked them to check with the person coming out. It turned out that the employee was stuck at another job with a gas leak and needed to reschedule. I understand that there's nothing they can do about an unplanned gas leak, but they might have called me the moment they knew they'd be late or had to cancel. I took a 1/2 day off of work for this which I cannot get back. I feel that the only reason I found out about the gas leak was because I called them, had I not called I'd still be waiting. I asked them to cancel everything and refund the $175 site evaluation fee. By the way, I found this fee to be quite high and it's not deducted from the work performed. They agreed to refund the money.
As of 3/17/13 Aspen has still not refunded the $175 site evaluation fee to my credit card.

u work with this company, I would

Found this vendor while shopping for Fireplace inserts on Angie's list. Yes, we realize we dropped in at 4:45 and they closed at 5:00. Yes, we NEVER do that but we didn't realize they closed at 5:00 and we currently have a hole in the side of our house from the demolition so speed was important! The sales person was rude and it was very obvious he wanted to go home, he turned the lights out on us when we were in the back looking at samples and it was not even 5:00. His answers to our questions were curt and not very detailed at all, and it felt very dismissive. He literally locked the door behind us when we left at 5:07 and beat us out of the lot. I understand the desire to go home, but good grief! This is a $6,000 plus sale! you'd think he'd give us 10 minutes. Fine, we went to a competitor and placed our gas vented insert order. His loss.

Aspen crews were on time for estimates, and were courteous and knowledgable. I found that one salesman was very pushy about selling me on an extremely expensive hood, and told me they wouldn't install the gas logs without it. The previous salesman wasn't pushy, and I was able to buy a relatively cheap insert there for $480. The hood was $290, and not at all worth the price or time it took for it to come in. I was pleased that when they installed the insert they had to replace the elbow on the gas line, and they did this at no additional cost. They came back after installation to adjust the insert because it would not stay on, but since that time it has worked well. I'd like to point out that I went to their web site and found an expensive stainless steel and glass fireplace door (display model) for a third of the cost which fits my fireplace perfectly. I bought and installed myself. I love it!

The salesman we spoke to at Aspen helped us to determine which type and size of insert we needed. We had originally thought of a wood-burning insert, but quickly changed our minds when we saw how attractive and easier to use the gas inserts were. About a week later, a technician came to inspect and measure our fireplace, and the next day we placed an order for the insert. It arrived 2-3 weeks later, and two men came a week or so after that to install it. Everything went fine for two days, until all of a sudden, it wouldn't light. We called Aspen, who said they would get back to us--the technician was not available. A week later, the technician came and installed a new part, which he said seemed to be needed on many of this particular type of insert.
This delay, and our wondering why that part wasn't put in the first time, are the only reason we lowered the responsiveness to a B. Overall, we were very pleased with Aspen's work and are enjoying the gas insert very much.