Salter's Fireplace & Outdoor Living

Went fine. Another service provider whom we had be using claimed that "they don't make the parts for your unit any more. So you'll have to buy a new fireplace unit. Not true. And we won't be dealing with that other provider any more. Salter's did a fine job and we will call on them again.

Our technician was great. He fixes both fireplaces quickly. I highly recommend this company.

Fixed but expensive! Standard rate is $189 for one hour, $25 each additional 1/4 hour. My fireplace was diagnosed with a bad Thermocouple then with a bad thermopile. The parts were fairly inexpensive but still marked up as is predictable. The job took exactly 1 hour. This was one of the only shops willing to touch my 15 year old direct-vent gas fireplace, however. I miss wood... No parts to replace.

My husband and I were very pleased with the professional, knowledgeable, and PRO-ACTIVELY helpful ( such as re the township permit we needed) help that saleswoman Jill gave us-- a true rarity of customer service in today's world. The installation team were also very professional, timely, careful and knowledgeable. We liked that they were in touch with the office when questions came up during the installation. And we have already been enjoying our new fireplace!

Work was not done

Chip has been out to my house twice for annual visits to clean my fireplace. I have a unique brand that can only be serviced by specific dealers - and Salter's is one of the only ones in the area. Chip was great both times and I plan to have them out for annual service visits going forward. I appreciate how thorough Salter's is with cleaning and servicing the unit, including replacing all of the batteries for the remote and electric starter!

Scott was wonderful. He was very professional and careful with my carpet, etc., as he worked. I will definitely hire this company again, A+

Terrible! Poor craftsmanship very unhappy with results

They never called back in a timely manner and didn't use them.

Tech did a great job.

was fixed very quickly

Great! Was called by Company day before with reminder of expected time of appointment. Tech showed right on the money and was finished in less than an hour. Everything cleaned up when through.

Chip serviced my gas fireplace and got it working again. It had never been serviced and hadn't worked in many years. He cleaned it and relit the pilot light. He was knowledgeable, professional and quick. It took him less than an hour.

Salter performed the diagnostics, discovered the faulty - starter / pilot assembly. Ordered the replacement and came back to replace it.

Excellent, from purchasing the fireplace to installation everything experience was A+++

The installation went very well. The 2 installers who came were very professional. They explained the work to be done. They took care to clean up the place after the work was done.

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Everyone we dealt with was extremely knowledgeable and friendly.  Our sales rep was Jenna, who helped us select the model fireplace that best suited our needs and was very patience and friendly when answering our many questions.  Our fireplace was installed by Mike, who is a subcontractor that works for Salter's.  He was excellent.   Punctual, friendly and knowledgeable. The install was done within one day and he cleaned up the area after he was finished.  Overall positive experience and I would highly recommend using them.

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The company they referred us to did a great job. Salters could have just
Said they were booked, they have serviced us before and did excellent work. We were so appreciative that they went the
Extra mile!

Fireplace inspection was a disaster. The service guy (Chuck) showed up on time (thats a +) and spent about 5-10 minutes inspecting the fireplace and explained that I needed a new refractory and he would have the office check if it was still available as my fireplace is almost 20 years old. Chuck took down all the information about my fireplace (model #, what was needed) on a notepad and said someone from the office would be in contact with me the next week to let me know if they could get the part and install it.
2+ weeks went by and never heard from Salter's so I followed up. Was told that Chuck said he couldn't remember finding a model number (despite me watching him write it down and show it to me) so I had to find it myself and provide. Part was ordered and was told I would be contacted to schedule install once it came in. Then again didn't hear from Salter's for 2+ weeks until I followed up once again to see what was going on and was told the part came in almost a week earlier and they were very busy so they weren't able to schedule earlier.
Scheduling the install was a breeze once I was able to talk to them and the lady on the phone was fantastic to deal with (wish i could remember her name). Chuck came back, was on time, and installed the new refractory in about 25 minutes.
Pro's:
-Always showed up on time
-Install was done well and fast
Con's:
-Still being charged $75 for a Fireplace Inspection where the service tech forgot to provide any information back to the office and I essentially did his job for him on this part.
-Labor Rate for the install was $199 for roughly 25 minutes of work (I think $75 of the labor rate is included in there for the inspection but just gave up questioning it when I got two contradictory answers)
-Communication was terrible. At no point during this process did I receive the follow up promised in the timeline provided by Salter's.
All in all they did a very nice job with the install but will probably never use again do to how big a disaster just getting the part ordered and trying to get everything setup was. The fact that i'm still going to be charged for the Fireplace Inspection is also a huge negative.

They never showed for for either appointment. When I called them back, I received no apology or explanation. The woman who handled their scheduling was dismissive and did not care at all about the bad service. When I called back for second scheduling I was forced by other employees to work with same person, and got the same results. That is why I went elsewhere.

Tom And Cory arrived early.
First laid down covering so as not to damage new carpeting.
Broke through brick to install vent.
Installed fireplace.
Explained in detail how every thing worked.
Also left dvd and written instructions.
. Job took approx 5 + hours
They worked straight non stop.
They are very careful and accurate.
Thanks guy's great job

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