THE FIREPLACE & PATIOPLACE

The salesperson was very helpful and advised us on the size and model appropriate for our fireplace. We took the gas log set home ($350) intending to set it up ourselves. After discovering this was more complicated than we had anticipated, we called back and asked to have an installer come out. For another $150 he connected it to the gas line and set up the logs and arranged all the rocks and vermiculite. It looks fantastic. After he left I noticed a faint gas smell even after turning the fireplace off. I called back and they sent someone out the next day. Sure enough, there was a small leak. He apologized profusely and corrected the problem. He even looked at a vent-less portable fireplace in our basement and cleaned the pilot light for me for free.

Called Fireplace & Patio store for service call & had to wait 3 weeks for them to get here. In the meantime had 2 other furnace people look or listen at our problem. Pilot would lite, Burner would not. Ordered parts that they said I should need. Parts took over a week to get here. By then I already pre paid for our service with fireplace & patio so we figured let them look at it also. Well it wasn't the parts we ordered.Now out $275 found out it was just a clogged line.Well at least we have the other parts if they do go bad. Will use Fireplace &Patio again & hope that it doesn't take another 3 weeks.

Joann, the salesperson, quoted a higher price than I was quoted by Mike, the VP. Mike called and changed the appt. He was a couple hours late. He looked everything over and said there were no problems with installation and took a $1,500 deposit promising to have it install by the first week of January. We were then told the stove had to be ordered and wouldn't be installed until the beginning of Feb. The installers didn't have the right vent. When they showed me a proximity of the vent they were to install they mentioned that is stuck out from the wall 16 inches from the house and would block a stairway outside at about head level. They said this wasn't a good idea and that Joann would get back to us with options. I spoke to her and she was to call the company and get back to us. That never happened and we waited three weeks to get our deposit back. Many phone calls were exchanged and no satisfaction was received. An email to Mike was never returned.