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."

"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."

"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."

"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."