Suburban Fireplace & Patio Inc.

Did a decent job on the repair. They don't carry parts on their truck so if you need a part they charge you for a second service call ($225) to send less than 30 minutes to go get the part. I talked to the owner about this. Apparently it is better to charge customers exhorbitant fees than to have parts on a service truck. Definitely would not recommend them

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The technician indicated that the fireplace wiring had been installed incorrectly (by another company) and was only wired between the batteries instead of the built-in electric. This caused the internal battery backup to be used at all times instead of the normal electric system causing the batteries to be drained of their energy much more quickly than normal. A critical electric panel was also missing from the installation. The technician cleaned the unit, explained how to change the internal batteries and operate the system without the missing panel but also and gave us an estimate on getting the proper electric panel installed with the proper remote for operation which would also allow using the internal light and control the gas flame remotely. All this should have been there in the initial installation by the other company.

Very good, the provider was very knowledgeable and fair

us brJohn and his crew were top rate and completed project in two days. We started with a visit to their showroom. John is extremely knowledgeable and answered all of our questions. He demonstrated various models and gave us brochures. He came out to our home and gave us a great quote for demo, permits, and installation. He removed old fireplace, tile, hearth, and saved the mantel. New unit was installed with new tile. This is a family business and they treated us like family...very friendly and professional. Great communication.

I had researched my Hearthstone stove extensively. I knew exactly which one I wanted, but I needed to get some measurements at the store so I could build a hearth for it. I went to the store and acquired measurements, and I talked to one of the staff who assured my wife and I that if I purchased the stove there, they could deliver it to my hearth. He quoted me that deliveries usually cost something around $200, but said if the hearth was close enough that they wouldn't charge me for it. This helped us make our decision to buy the stove from Suburban.
About a month later I had built the hearth and I went to Suburban to buy the stove. I talked to the owner, a gruff older gentleman, and told him I had been in there earlier and I was ready to buy the stove. I asked about delivery and he said it is normally about $200. I said the previous guy had told me if it was close to the road I wouldn't be charged. He said and quot;Oh, he did, did he? We'll see about that.and quot; I couldn't tell if he was serious or just giving me a hard time. He said nothing else about it. I paid for my stove in full and was told it would come from the manufacturer in about 2 weeks. No other costs were incurred, and no extras were mentioned.
Two weeks later I get a few phone calls from Suburban leaving messages on my voicemail that my stove was in. Every message made a peculiar point of saying that they would be happy to deliver my stove and quot;to your garage, as you specified.and quot; I never specified my garage. It would have been impossible for me to do that, as my garage is detached from my house. So when I called them back, I reminded them that they said they would put it on my hearth, and that I never said anything about my garage.
This is when extraordinary levels of unprofessionalism ensued. As if they had prepared for this, the gruff gentleman told me that he didn't know who I talked to, but he wasn't going to deliver my stove to my hearth without charging me $200. It was very clear that my stove (and my $3500) was being held hostage. When I stated that directly, he handed the phone to one of his staff, who proceeded to argue with me, and as I was explaining to him what was told to me earlier, he handed the phone back to the gruff gentleman in mid sentence. I was baffled and extraordinarily angry. The gruff gentleman said that if I want my stove, I'll need to pay them $200 to deliver it. I said and quot;you're holding my (expletive) money hostageand quot; and he got all haughty and said and quot;hey now let's be gentlemen about this.and quot; Then he said he could give me my money back if I don't want the stove from him. I gladly took the offer.
It took them about a week to give me my money back. During that time I wasn't sure if it would come back, so I reported them to the BBB and called Hearthstone directly and explained the situation. Hearthstone was extremely supportive, offered me 10% off and directed me to another dealer near Granville. I rented a stair climbing jack and brought the stove home myself. By then I had my refund from Suburban.
In the end I got my stove which is all I wanted. I don't understand Suburban's purpose in running me around like that, and I certainly don't understand how any person running a business could, in their right mind, shrug off responsibility and let their staff argue with a customer to no purpose. They had my money and they flatly failed to render services for it. This is the greatest failure a business can make, hence my F ratings for them.

I was having a couple of problems with a corner style fireplace that they installed six years ago in our home as it was being built. I called to get someone out to service it. The owner came on the phone and walked me through how to do what was needed and saved me a service call- time for him and money for me. Not every small business owner will work with someone that way. We even went through three phone calls as I tried to follow instructions and work on the issues.(I am not very mechanical.) He was very patient and understanding.

Suburban Fireplace and Patio Inc were slow to respond, they over promised and under delivered. I would not use them again and I would not recommend them to anybody. Their customer service was bad. The did a pretty thorough job once they got done.

I worked with John the owner of the company in that I wanted to replace my old wood burning fireplace with more energy efficient direct vent fireplace. John helped out with picking out the right direct vent fireplace that would be right size and correct BTU'S that would help heat our house. Once we decided, John scheduled his installers to come out and meet with me in what would be required in doing the work. I was impress with the installers and how knowledgeable they were in how they were going to do the job.
When John called me that the fireplace was in, he scheduled the work to make sure to work around my schedule. The day the installers arrived they went to work and had to work not only to remove the old fireplace, but had to vent the direct vent fireplace up the chimney. This also required a new chimney cap which I new from previous conversations with the installers. So, new chimney cap had to be made and once that arrived they worked real hard in removing the old chimney cap and installing the new one. I was very impress and how hard they worked in doing this job since this required going up the two story roof in completing this job. What also impress me that they saved my old wood mantel that I wanted to keep with the new fireplace. Also, after we picked out the right tile to be used around the mantel, the installer did fantastic job in grouting and installing the tile. Once this was finally all done we received lot of good compliments from out friends and neighbors in how the fireplace looked. The fireplace not only looks great , but it does heat the house and is very energy efficient.

Looked at another dealer on the north side and couldn't get answers to questions. Went here and the lady working was very well informed. She went to great lengths to provide me all stoves that would fit my needs. Came back 2 days later with my wife and her husband was there and completed the sale. He was also very helpful, sched. installation, called me when it came in and they were able to come out a day early and install. Installers were professional and through. Had seen a report that had a bad experience but we were very satisfied with the product and entire experience.

We ordered the product on December 19 and then actually had the product installed on December 31st. She was incredibly accessible. She kept us posted on the delivery time. She recommended a gas plumber to make sure our gas lines were prepared. Basically she recommended people that she would have in her own home, very trustworthy people. When the product finally came in, she made it a point to get Ron and Tony in on the 31st to install these for me. They were fantastic installers! They were prompt and very respectful of our home. They saw that we had new floors put down and took their shoes off. They answered all our additional questions and made sure the logs were operating properly. The plumber suggested additional insulation to keep the cold out. They installed this for us. They showed us how to operate the fireplace ourselves and explained what we needed to do the first couple of burnings to make sure it was burning properly. They too were very accessible and offered us to call any time we needed to. I wish we had more fireplaces so that we could work with Mr. and Mrs. Thomas, we absolutely love them and Ron and Tony.

THEY WERE PROMPT, COURTEOUS, EFFICIENT, KNOWLEDGEABLE, JUST VERY NICE PEOPLE. THIS ONE ROOM IN OUR HOME WAS SO COLD IN THE WINTER. NOW WITH THE INSERT IT'S FINALLY WARM! THE DRAFTS COMING DOWN THE CHIMNEY WERE ALWAYS A PROBLEM. WE EVEN TRIED RAISING THE HEIGHT OF THE CHIMNEY.

WE WERE VERY PLEASED WITH SUBURBAN. THEIR PRICES WERE MUCH LOWER THAN [ANOTHER COMPANY] AND THEY ALWAYS ANSWERED MY QUESTIONS OR CALLS (UNLIKE [ANOTHER COMPANY]). THEY WERE VERY PROMPT, PROFESSIONAL AND CONSIDERED ALL THE DETAILS. WE WOULD READILY USE THEM AGAIN.