Elegant Fireside and Patio

We had not used our home's fireplace in the 6-years we've lived here and decided to look into getting gas logs. I visited Elegant Fireside and Patio in Plano and spoke with the owner, Jacob. He was very consultative and went over the various options in terms of our fireplace and discussed inserts vs. gas logs. He wasn't pushy at all, but made the case for what he recommended. We chose a set of Hargrove Woodland Timbers gas logs and installation was set for approximately 10-days away from purchase date. I had some concerns around the install and spoke with Steve a couple times and he heard my concerns an reassured me that the install would not be a problem. Install date arrived and the installer arrived on time and was here less than 2-hours. In that time the chimney was inspected and cleaned, the firebox was painted black, the gas log set was installed, and the surrounding space in the firebox was covered with around 2.5" of fireglass. Wow! What a transformation! I cannot recommend Elegant Fireside and Patio high enough. They have top-notch products, well exceeding big-box store products. Jacob and Steve are very knowledgeable and a pleasure to do business with.

Fast response, good customer service, quality work and material at a fair price.

Amazing! Working better than it ever has.

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It went fine. I thought they did a good job and it was working when they left. The first time I went to use it, it wouldn't turn on. When I called them, they refused to come out again without charging me an additional service call fee. It seemed as though they didn't want to deal with it, and I didn't want to spend another $172 for a service call. They said they thought that the pilot light had just gone out, although it was still on. It also took them awhile to call me back.

Excellent service

They did a great job. He was very thorough. They come and do what they supposed to to and they don't try to get extra money out of you. I had a great experience with them. If I need to use him again I probably look at them first.

They were very affordable. They had two team members come out and give me an estimate, and then I was to call them back to schedule the work,  and then a month or so later, they called me to do a follow up, because they had an issue with the person who had come out to my place, and so they wanted to confirm that there was no cash provided. They then had to send someone else to give me a new estimate in case he charged me different.

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This was my first time using their service. Scheduling was good, I got an appointment within a week of my call. They did a great job cleaningup after the service.

We selected this company because of its high ratings on the BBB web site.  We have 3 chimneys and two did not seem to be working.  He looked at a gas log chimney and declared it OK and showed me how to use the flu.  That was good.  But we also have a wood burring fireplace that was not working properly.  He looked at that and told us that it was full of debris and that in order to get it in working condition he would have to knock out bricks from the inside, clean the chimney and then re-install the bricks and paint.  He said it would take about three hours total and cost about $850.00.  Well, once he left and we had some time, my wife and I took a look for ourselves.  Low and behold, we were able to pull out the minimal amount of debris from the chimney ourselves in about 20 minutes and get the flu vent working.  No problem - and no brick destruction etc.  Fireplace works great now.  I guess i should have done a little more work before I called, but I certainly expect that service providers be more forthcoming with me and not try to charge me for work that they know - or should know - simply does not need to be done.  I am not a fan of any chimney company I have ever used as they all seem seedy to me (e.g., charging me $159 for coming out for 20 minutes worth of work) and this experience has certainly done nothing to change my mind.  Oh, and along the way, he tried to sell me on gas log upgrades which would have cost about $500 each and a glass screen that would have cost another $500.  Needless to say, I will not be purchasing any of that on the recommendation of this company.

Courteous, on-time, careful, artistic install of gas logs.

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They were very helpful when we initially contacted them and were very eager to make an appointment and send someone out.  It was their busy season so we had to wait 2 weeks for them to come out and diagnose the problem.  The technician was very good and new the problem right away, the problems started after that.  It turns out we needed a new gas valve and the tech had to find out how much the new part was going to cost so he went out to call the Chimney King store to get a price.  He came back and told my wife that the part alone was $400 and she had to pay right then or they would not order the part.  Not only did he say she had to pay for the part right away but she had to pay $159 for the 1st visit and also $159 for the second visit.  In total we paid $777 before any work had been completed and he told her it would take "a couple weeks" to get the part and come back and put it in.  Two weeks later we still had not heard from them so I called the store and was told they had no idea when the part was going to be in but the first available appointment was not till late January or February and they could not schedule an appointment until the part arrived, we started the process the first week of December.  In January I called again to see where the part was and was told they had no idea so I asked for the part number and the name of the company they ordered it from and was LAUGHED at by the person on the phone and said she would have to get back to me which never happened.  A couple days later I called another company and explained what was wrong with our fireplace and he already knew what valve they ordered because it was a common problem with my brand of fireplace.  I told him how much we paid for the part and he said that we paid more than double and that it should only take no more than a week or two to get it in.  Ironically later that week I received a call from Chimney King saying the part was in and they could be there to put it in 2 weeks later which put us at a month and a half from the time we started the process with them.  The next day they called and left a voicemail saying that the part was actually less expensive than originally thought and half way through the voicemail he figured out that we had already prepaid for everything and started backtracking an the cheaper price and hung up.  So I called the next day and informed the guy that I received a voicemail from them saying the part was cheaper and asked how to get a refund.  After about 20 mins of him trying to figure out who called us he told me he would have to get back to me about our refund.  Two days later he called and said we would have to come in to the store to get our refund and that he could not just put it back on our card, even though they had no problem taking our payment over the phone initially.  The technician came out spent 15 mins putting the new valve in and told me we needed a wall switch which I had to go to Home Depot and buy and put in myself.  Instead of just finishing the job he made sure that the part worked and left, there was no customer service. We finally received our refund a month later but when I went to the store to collect it I was met with the same level of customer service I received over the phone. The cashier came out of the back and asked " you the guy", I was the only one in the store. When we got to the register the kid told me I was getting back less than I thought we were going to and when I asked how they came to that number he just said " thats what your getting". When I asked to see a detailed invoice of the charges the owner told me she didn't  have one and told me the same thing the cashier said. When I mentioned how poor their customer service was she changed her attitude and started working with me.  She said it would take her some time but she would look into it for me and call me which she did right away.  She even paid for half of my shipping charges which I felt was unessesory but she insisted. So she ended it on a good note.

They did good work.  It cost me $119 because they were able to put the old cap back on and use heavier wire and tighten it more. I didn't have to replace it actually; they just had to repair it.  They are very professional and they carry all the parts that they need. I thought their price was pretty reasonable. I went with them because in the first place they had replaced my chimney cap a couple of years ago when it was completely destroyed. They are not many companies who would come out here in this area where I live and I was pleased to find them.  I used them again and they did really good work and I thought their price was pretty reasonable. I have used them twice and I got really good work.  Their quality was good because when we had the next big storm the chimney was good.

They did a good job, we haven't had to call them back about any problems.

This service went fine. He told us that our fireplace could not be used as a wood burning fireplace because of a downdraft. We are new homeowners and did not know this and hadn't tried to use the fireplace yet. He said he could have it set up as a gas fireplace but we didn't really want this. So now we have a swept fireplace that we don't use but that's not his fault. I may at some point have another chimney sweep come out and give us a second opinion.

They finished the work in 20 minutes. They were very efficient and the price was standard. The service they provided was good. They were very busy and yet they same soon. They called and said that they would be here in a hour, but they were actually here in 45 minutes.

The experience of working with them has been wonderful. The total cost did not go above the initial estimate they had quoted. They were punctual, professional and responsive.

They are very professional and gave me a good deal on the work. They cleaned up the mess when they were through. I was very happy with them. I would absolutely use them again. They had to come out after the initial job to install the back wall because they needed the parts. This aspect of the work cost $467; the other work was $160.

Responded to an inspector's report that the damper was broken. Turned out that it was not broken after all - the inspector just did not know how to work it. They had to charge me for the service call, of course.