HEAT EXCHANGE INC

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On the date established for the installation the contractor arrived right on time, with three workers to complete the job. The gas line was run and tested, and the gas logs installed in less than  two hours. The contractor provided instructions of the operation of the logs.  The contractor had completed all work and the cleanup within 2 hours.  They did a great job.  I would highly recommend them to anyo

We have been working through a list of repairs on a home that we purchased last year.  The built-in grill was one of the items that wasn't working, so we contacted several local companies to try and facilitate the repair.  Heat Exchange was by far the most responsive from the very beginning.  They called back right away, had knowledge & expertise that covered the type of grill we had and were very professional and courteous on the phone. The actual service call, however, is what led me to write this rave review of Heat Exchange's service.   Carl from Heat Exchange just left our house after working for at least 30 minutes to assess the condition of the grill.  Let me just say -- he was one of the nicest and efficient guys I've had the pleasure of meeting since we arrived in Ohio.  Although he could see that the grill was in pretty poor shape as soon as he got started, he still took the time to dismantle it, clean some of the parts and otherwise see if it was something that we could salvage. It wasn't.  Despite the fact that it couldn't be saved, Carl cleaned up the grill area, straightened up a cluster of patio furniture that my dog had thrown into disarray before he arrived...and didn't charge me a dime. We'll definitely be buying our new grill from Heat Exchange and I can enthusiastically recommend them for any repair service.

While their store is beautiful and an example of the gas fire pit is outside, they are not experts in installing an outdoor fire pit let alone making sure you are informed of all the details. We were told we needed to have a plumber install a gas line, we were not given any specs of how high the line needed to come out of the ground for the pit. We had to have the plumber return to modify at an additional fee to us. They also did not tell us that we needed an electrician until days before the install. The installer Heat Exchange uses is from The Chimney Guy. He installed the gas pit in less than 45 minutes and we were charged $350 for installation. Once it was installed it worked for 4 weeks and then stopped working.We called Heat Exchange and they sent The Chimney Guy who kept answering his cell phone the entire time he was there and left without fixing it. We then received no communication. It was not until I sent two letters to the Heat Exchange that they finally acted. The manufacturers rep showed up with them and it was decided that a new unit would be installed. The Heat Exchange did apologize but The Chimney Guy "was too busy" to take care of it right away. They promised it would be fixed prior to Christmas and it was. However, we were left with bad service and poor communication from the beginning. They do not seem to know enough about this type of equipment. There were many promises made to fix this unit and then they never showed up and did not call. It is working now but I would not call them ever again to service this item.

THEY REALLY PUT FORTH A LOT OF EFFORT TO MAKE IT WORK IN THE BASEMENT FIREPLACE, BUT DUE TO A PROBLEM THAT WE WERE NOT AWARE OF, THEY THEN INSTALLED IT IN OUR UPSTAIRS FIREPLACE.