Embers Custom Fireplace & Gas Products

"Thank you for the great review! After decades of fireplace product installations, our crews have developed a variety of methods for being clean and efficient. We hope you enjoy your beautiful, new glass doors."

"Thank you for the great review. Please let us know if you have any more questions or concerns."

"Thank you for taking the time to leave the kind review. We strive to exceed expectations. That becomes challenging around the holidays. We hope this customer enjoys their gas logs for many years to come."

"We are familiar with this project. We apologize for the issues that we had to deal with. A lot of it stemmed from poor customer service from one of our staff members. That employee has been let go and we are dedicated to improving every part of the customer experience in that location. We hope that in the future we may be able to earn your business back. We do appreciate the A rating for quality."

"First, we want to apologize for the delay in the response to this review. We were unaware that it had been posted. Any time we are unable to achieve the customer service standards we set for ourselves it's disappointing to say the least. Our challenge with this project was repairing or replacing the floor gas valve. While we do employ an NFI Certified Technician, we do not have a plumber on staff that can handle that part of this customer's project. We tried multiple times to get a qualified plumber to give us a labor price but we were unable to find anyone who wanted to take on the job. Our failure to communicate that to the customer is 100% our fault. We have taken steps to better ensure that these types of communication lapses do not happen. We apologize to Mr. [Member Name Removed] for his inconvenience."

"Thank you for taking the time to rate us!"

"Thank you for taking the time to rate us!"

"Thank you for taking the time to rate us!"

"Thank you for the A rating. We always appreciate our customers taking the time out of their schedule to share their thoughts about Embers."

"At all three of our Embers locations, we strive to exceed customer expectations, not just meet them. Obviously in this case, we fell short of that goal. Our staff members are generally assigned to specific stores but from time to time, they are required to work in a store that they are not normally in. I think a majority of the confusion as to which sales person this customer was dealing stemmed from that. Perhaps in an effort to not get involved with a conversation they weren't familiar with, some of our staff passed this customer on to other sales associates. It is a training issue we will address moving forward. I would like to take the opportunity to make a note on our installation safety standards. The reason this customer was not able to have her gas logs installed was due to old, leaky floor valves. The customer shared a story with us about how one of our competitors had recently hooked up a gas log set to one of her fireplaces without pressure testing the existing gas line. The valve was bad and natural gas began to build up in the basement. This is obviously a very dangerous situation. Our experienced installers were able to detect the problem on the two fireplaces we were working with before they installed the products. Once the leaks were detected, we stopped the job and informed the customer that new lines would be needed to move forward. She declined. Since the products were not special order items, the customer's deposit was refunded without dispute but with the exception of the service cost to pressure test her gas lines / valves. The phone call to collect on the service call well after the job had been closed out and completed was a clerical error as we were closing out the fiscal year. We apologize for upsetting the customer needlessly."

"We're glad to assist everyone who calls whether it's through our own service or having to refer a competitor. The Golden Rule always applies."

"It never gets old hearing good things about a customer's experience with Embers. We're glad that the Kozy Heat fireplace is providing the heat and beauty that we said it would provide. Thank you for your business!"

"We were very pleased with the results on this project. The door was extremely over sized on the height because the fireplace was so unique. Our staff was able to use their decades of experience to get the door made correctly and install it with the log set. We thank the customer for her business. We know she will enjoy that door and log set for decades to come."

"Customer service is our #1 concern. We are thankful for our repeat customers that give us the opportunity to serve them through out the year."

"I am thankful for the honest assessment provided by this member in regards to her purchase from Embers. When most consumers have an issue, they simply give an F rating without truly considering the overall specifics of each rated category. She obviously took the time to truly consider her ratings and that is appreciated. I apologize for the blower warranty process taking as long as it did. It seemed like every time I tried to follow up on the warranty claim, either Lennox or the Lennox distribution point had no record of the claim. After the 3rd time, I finally received confirmation of the order. Then it only took another 2 months to get it. I don't know if it was a stock issue or not but it was definitely not an acceptable amount of time. The Lightening Nuggets that I gave to her should cure her drafting issues. Starting fires with paper in high efficiency wood inserts creates the opportunity for smoke to build up in the room while the draft is still being established. The Nuggets provide the heat to establish the draft without all of the heavy smoke that paper creates."

"It was a pleasure to work with the customer. We thank them for their purchase and look forward to serving them for years to come in supporting their beautiful Hearthstone stove."

"We apologize to the member for all of the frustrations he has experienced. Whenever a customer’s expectations are not exceeded by our staff, we take time to sit down with them and review our customer service goals. We understand that there are other retailers that customers can purchase fireplace and grill products from. Even though we had a better deal than the competitor the member mentioned, it doesn’t excuse our inability to communicate properly. Jeff has been with our company for over 5 years. He is knowledgeable on the product lines that we carry and we have never had a complaint until now that was apathetic to a customer’s concerns. We spoke to Jeff and Ron about this review. Here are some specific points we would like to make: 1) Jeff is very apologetic about the situation. He doesn’t remember being rude towards the customer but was regretful that the customer felt the way he did. 2) When the member's wife originally purchased the product, assembly and delivery was offered for our standard price of $50. It was declined. 3) Ron in the North Olmsted store has been re-instructed on our delivery and assembly policy for the EGG. While he does have the authority to make special deals in order to be competitive, he does not have permission to combine offers. Since the EGG was purchased using a special discount, the free delivery and assembly would not have been approved. Ron told us that he was not aware that the EGG had been purchased at a discounted price already. 4) The issue that caused Jeff to hesitate about the product being picked up is the fragility of the Egg. Once it is out of the packaging, it is easily broken if tipped or rattled around too harshly. We do not expect our customer’s to know that as for most of them it’s the first time they’ve owned a Big Green Egg. In retrospect, even the member stated that “The egg is an awkward shape and probably challenging to transport after assembled”. We are confident that while it may not have been interpreted this way, we feel that Jeff was trying to be sure the customer got the product home without damaging it. 5) As for the Cast Iron cooking grid that the member was upset he had to call us about for pick up, there was an obvious communication breakdown. The grid never had to be ordered as was in stock at the Solon store when the customer requested it. Jeff did not call the member to pick it up because it was his understanding that Scott had told him it was in stock at the Solon store. Jeff pulled the grid for the member and set it aside for pick up as soon as he was told that the customer wanted it. We apologize to the member for the confusion. In closing, while we feel that the overall “F” rating is unfair since the customer gave positive comments on two of our employees and gave us a “B” rating on 2 of the 5 categories, we understand why he did it. We will continue to press upon our staff that no matter what is being purchased, every customer is more important than the daily tasks we have in the stores. We will learn from this experience and be a better company for it."

"It was a pleasure to work with this customer. I am thankful that they trusted Embers with this major special order purchase. Having a great product line and a firm understanding of the different models helps to ensure the job exceeds the customer's expectations."

"While Steve is a very experienced sales person, he is only a part time employee that was filling in for the normal staff. All of the staff at the store the member visited were attending fireplace training the week that she came in. The client was told she would be contacted the following week to set up an appointment once the staff had returned from training. She came in on a Wednesday and posted the complaint above two days later on Friday, well before she was told we would contact her. Embers prides itself on positive customer service to compliment the high quality products it provides. We are confident that if given the opportunity to quote a job, customers will see our commitment to going above and beyond expectations."