NW Natural Appliance Center

Two years ago we purchased a replacement gas fireplace from NW Natural gas who contracted with NW Gas Lines for the install. Suffice it to say it was one problem after another. In the end we paid exponentially more that we expected for what was explained as a pretty straight forward job. We signed the deal at NW Natural and had the best expectations for a fireplace redo........ nightmare! We just accepted it as is just wanting it to be over, it was not what we wanted. TWO YEARS LATER we are having to replace the tile around the fireplace because NW Gas Line tiler used the wrong compound for a heat source. The tiles buckled and popped. Not surprised given all the problems we had with these people. Tony is a nice man but doesn't take responsibility for the mistakes his crew makes. Nor does NW Natural Gas take responsibility for the contractors they send. After spending 6,000.00 to replace the insert, retile and add a small corner mantle. We are having to redo the tile job. I fault both NW GAS LINES and NW Natural gas because I believe who you contract is a reflection of how you value your customers. NW Natural did make one concession to us. Since the fireplace was installed so that we couldn't turn it on at all, after a bit of an argument, NW Natural gave us the remote controller free. Currently 500.00 bid to fix another of their contractors errors.

10/28/ called NW Nat Gas Appliance asked who the Manager was, Dan Pope I was told.   I forwarded my notes (see below) and an email letting him know what I have had to endure over the last month and a half.  He called me back and explained they had to jump thru the Manufacturer's hoops, that is not my problem.  I was offered absolutely nothing in recompense for the hours and hours of my time I spent waiting for either their Technician to come out and troubleshoot or Evergreen.  
10/22, NW Natural gas came out one final time and replaced the valve, it ended up curing the issue once and for all.  I called Wade and let him know.  I received no offer of anything to pay for all the time I spent waiting for various Technicians to come out.
10/16 Wade called me back, still jumping thru hoops, now they are sending out Evergreen to make sure the flue is at least 10 feet tall (per the manufacturer) and add an extension (I can guarantee it is already 10 feet tall), then NW Natural is coming out in the afternoon  to replace the valve.   This is ridiculous and I told Wade that today.
10/16, stove did the exact same thing, turned off by itself after an hour or two, called Wade and got vmail, LMTC, 9:16 a.m.
10/15, another technician arrived and is replacing the pilot light assembly, last ditch effort
10/14, turned stove on today, lasted 2 hours and 8 minutes and turned itself off, same exact issue. Called Wade at NW Natural Gas Appliance Center, he will call the manufacturer yet again and see what their recommendations are.  Wade called back, now the manufacturer is telling him to rebuild the pilot light, tech coming out again tomorrow. I cannot just get a new stove he has to jump thru the hoops to get there.
10/13, NW Natural Gas technician came out and re-programmed
my unit, something about a frequency issue? 
Supposedly it will fix it according to the manufacturer, also checked my
gas line out and all is OK there.
10/8, In house Tech came out did not really have any idea what Evergreen did, thank god I pay attention.  He replaced the remote, cleaned a part inside the stove, seemed to be fixed.  Next day stove turned on then turned itself back off again, won't re-start, same exact issue.  Called NW Natural and talked to the main guy who schedules and knows more than anyone.  He finally decides to call the manufacturer, wow, they have actually heard of this issue and have had it happen before, sending their tech out, who did I mention WORKS 2 DAYS A WEEK.
9/30, Evergreen Gas came out and replaced a part, thought that fixed it.  A few hours later the stove went off again by itself, exact same problem.  Suzie is now sending their in house Technician out, since he only works 2 DAYS A WEEK, he won't be out till October 8th.
9/26, Hubby called Suzie and told her he was not satisfied with waiting two weeks for someone to come out and troubleshoot our stove, again since we paid a premium to have it installed by the end of the month.  She called back Monday and is
having the installers, Evergreen Gas come out on Wednesday to see what the
issue is.
9/25, i AM NOT SURE IF I COULD BE ANY MORE UNHAPPY.  After the installation of my gas insert, the
2nd day, turned it on, it turned off by itself after about an hour, hubby
re-set it and then it came on.  Evergreen took a look and said everything looks fine, not sure what happened.  Day two, same exact thing, turned it on, turned thermostat off, it should keep going till I turn it off, instead it turned off by itself again and would not turn on until we re-set it again.  Left a message for Evergreen and let Suzie from NW Natural know we were not happy and it was not working correctly.  She called and went thru basic troubleshooting, no idea.  Now I get to
wait 2 weeks for their technician (who works 2 days a week) to come look at it.

Absolutely wonderful! We are in the middle of a major remodel and have run into so many problems with unreliable contractors and less than honest salesmen. We met Matthew Lansdon at the Portland Home show and he was so well informed and helpful and more importantly straight forward and true to his word. We selected an insert and surround which was priced very competively. Matthew then lined us up with Gas Pro for the installation. Everything was set up and followed through as promised. Measurement, electrical, initial installation, permits and inspection, and final wrap up all were timely and efficient. Perhaps my excitement is due to the fact we have had such bad luck with other companies recently, but I have to say we were extremely pleased with Matthew and his company. We highly recommend NW Natural Appliance Center!

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We went to the NW Natural showroom to look at and learn about gas fireplace inserts.  They had a good selection of models and very informative staff.  We worked with Matthew Lansdon and chose a Quadrafire model with a bronze surround and firescreen front.  Matthew referred us to an installer, All Fuel Installation and Service.  The installation was done very quickly and efficiently.  NW Natural and the installer both assisted us with obtaining energy rebates.  We are very pleased with both the looks and functionality of the insert.

We visited the NW Natural Appliance Center to buy a new water heater.  Matthew Lansdon recommended a Rheem 30-gallon gas compact  Electronic Ignition model ($850) which enabled us to have a smaller water heater which heats efficiently with an electric unit on top.  This way we heat far less water, which saves us energy.  The heater has lived up to his statements that the full tank could go from cold to fully hot in 30 minutes or less.  We have plenty of hot water with less gas used.  We asked why he didn't recommend a tankless model, he said that for only two people, the significantly higher installation cost wouldn't be justified.  NW Natural also assisted us with getting our $125 rebate.  We opted for the Protection Kit for an additional $136.  Mattnew also recommended T&K Mechanical for installation, and we were very pleased with their work ($450).

They were awesome. The installation was beautiful and seamless. They provided good service and excellent product. They came in and set it up. They were professional. They were willing to work on a Saturday. There was nothing that I was not extremely happy with. I would absolutely use them again in the future.

Furnace checked thoroughly and answered questions in a professional manner; free service for NW Natural customers...excellent service.

They were really helpful even through they did not get the sale and referred me elsewhere.

Well
Good installer
Used it all winter

They did a good job.

NW Natural Appliance Store was very patient and helpful during our selection process.  We visited the store on 2 occasions and had multiple emails back and forth asking questions to land on a fireplace insert we wanted to purchase.
I did some price shopping locally and NW Natural Appliance store was willing to work with us on price...(note they were very much in the ballpark and not overpriced).  
On the day of our scheduled install, they had our fireplace insert reading and waiting for our installation company...and all product was in good order.

Installation went very smoothly. After a week or so we had problem with the pilot light mechanism. I called NWNatural and although it was late in the afternoon just before thanksgiving weekend Wade came by and took care of the problem by using a bit of steel wool on the spark tip. He was efficient, informative and professional. A couple of weeks later we had the same problem. I used the technique which I'd learned from Wade and after several tries it worked. I called him and he expressed reservations about the pilot light mechanism and so made an appointment to have it replaced with a superior unit. This was done in a timely fashion and we've had no problems since. Also discovered a month or two after install that some of the paint at top of screendoor was blistering. Called NW. Took door back to them and recieved a replacement. We've been delighted with the fireplace and have no problems since. NWNat and their associates provided us with caring professional service and were ever ready to help with any problem.

It's only a person in this company. He is very conscientious. He did a good job and explained everything he did to me. The price that he quoted was good. I recommended him to my friends.

They were very good at letting me know what I needed to do and what information they needed to get the job done. They actually came out and figured that they could do it for no charge! Plus, they job was done ahead of schedule. The contractor left the yard in very good condition, too.

The sales people were very helpful in every way. They gave me lots of information and advice, which I needed since I never had to replace a wood (gas operated) stove before.

The insert we picked initially was too large for our opening, so with their help we reselected. New unit was in stock and will be installed shortly. Thanks Vic for a job well done!

I shopped at several stores which sell inserts before I met Suzanne at NW Natural. She helped me wade through the choices and make decisions. I had become overwhelmed with the number of choices (manufacturers and options) and Suzanne helped me by asking questions about the features that were important to me. This allowed me to narrow down the choices and choose the insert that worked for me. She referred me to installers who couldn't do it within the time frame that I needed (company coming for Christmas). When I called her about this, she immediately found someone else who could.

They had a very quick response when we called in. They did a good job identifying minor problems and reassuring overall functionality.

I went to the NW Natural showroom and looked at gas fireplaces. The company representative was very helpful in explaining all the options I had in choosing a gas insert for my existing fireplace. The units were more expensive than I thought they would be, but I checked a couple of other stores in town and NW Natural had more options and a wider price range. They also have a nice display of units to look at. I was given lots of literature to take home. I returned to the showroom and purchased a Quaddrafire insert. They recommended All Fuel Installation to run the gas lines and install the insert (I also recommend them on Angie's List). Everything was installed and I am happy with my new gas fireplace.

A large company that gives consistent energy to homes is nothing to complain about, except that I wish there were more energy options out there that were just as accomodating.

WE DIDN'T DO MUCH SHOPPING AROUND, AND THE COST OF THIS PROJECT ENDED UP BEING MORE THAN WE HAD ANTICIPATED, BUT THE END RESULT IS BEAUTIFUL, AND WE LOVE THE CONVENIENCE OF IT. WE BOUGHT STOVES WITH ALL THE POSSIBLE OPTIONS. THEY ALSO LINED US UP WITH A CONTRACTOR TO DO THE INSTALLATIONS. BOTH DELIVERY, AND INSTALLATION WERE TIMELY, AND TROUBLE FREE.