The Log Doctor

NO Communication and no follow through - they schedule a service and don't show up nor do they call or email you about it. We've taken 2 days off work to wait for them to perform the repairs and they never show up. They also don't ever answer their phone -don't waste your time.

No call No show. They set the appointment 2 weeks out with a time frame of 12:30 to 3. At 5 min to 5 my husband left a message. 9 days later and 6 messages later still no response. We just needed the chimney cleaned and to see what options we have for a hole he cut to big!

I had to make three separate appointments with these people and they were either late or just didn’t show up for all three. The guy that finally showed up followed through on nothing of what he said he would. I called them two weeks later to tell them I was going to have someone else do the work, 10 minutes later I got the estimate from them for three times the price of what someone else charged me. Do not use this company.

I automatic starter for my gas fireplace was not working properly nor could I turn on the gas. Young man came out and turned on the gas for me however he said I need a new part for the automatic starter. That was two months ago. I am still waiting for the part to be installed. They do not return phone calls in a timely fashion and when they do return phone calls I get this song and a dance run around. Supposedly the part is in and someone was supposed to come today between nine and 12 it is almost 1230 and no one is here yet. I just called them again and got the answering machine. Never use them again

We were referred this company twice by our home warranty company. First time they came and did fix a thing and left a lovely hole in our ceiling. Called again bc we were still having issues bc it was never fixed. We were told they would come by of course he DID NOT show up. We called to find out why and he stated he never said he was coming today and then said a few other choice words aka cussing at us and said he was trying to do us a favor. He then stated for us to call the warranty company and get someone else to do it bc he refused to. Whatever you or anyone you know DO NOT USE THIS COMPANY!!!!! I profess, unreliable and flat out the worst business I have ever dealt with.

A repairman from the Log Doctor repaired my gas fireplace a couple of years ago. He was punctual, efficient and inexpensive. However, I am again having an issue with the pilot in my fireplace. I called the week before December and have called again several times after that, and no one has come to do the repair. I have had appointments scheduled and no one showed or called. It's now been almost two months.

The chimney cleaner called prior to arriving; was clean, thorough, answered any questions I had, and was all-around great! He did a better job than previous chimney cleaners and with a smile. The Log Doctor is great to deal with as far as ordering parts for my wood stove as well. Overall a great family-owned business that I'd highly recommend!

Service person did not have a clue how to return log set to proper configuration. Immediately have soot on all of the logs since they were not reset properly, it is falling off the logs. Next time will use a Eichler trained representive.

The project began well with the owner coming to my house to take notes and measurements, making suggestions, etc. He assured me that this was a "family-run business" and that he and his sons do all the work. He expected to be on site as much as possible to check the work. I was never told what time to expect them, but on the first day several weeks later, they arrived at 11:00 AM. I was later told that this was their usual procedure for the first day since they had to stop to pick up materials for the job. They expected to arrive at 9:00 AM thereafter. Once the work started, the owner was at my house with two young workers whom he was training, clearly not his sons. Together they framed the fireplace from floor to ceiling with some flimsy metal studs. A small Regency unit was installed. Communication was always an issue. On the second day the two young workers arrived with another young gentleman again at 11:00 AM. They ran the gas lines. Because my house is on a slab with no crawl space, the lines were run through the attic. Instead of going from the attic through the garage to the propane tanks, the copper pipes were run from the attic down the side of my house and attached to my generator lines causing the generator to go into "overcrank." They used yellow spray paint up in the attic to mark the gas line. The yellow paint also covered a box of old record albums along with a printer stored up there. While installing the outside vent, they cracked an additional piece of siding. The owner did not come on day two. On the third day the same three guys showed up again at 11:00 AM. They expected to put up the backer board and stone that day which would finish the project. No corner stones had been ordered. They told me that most customers do not want them, so they never order them. In addition, no provision was made for a gas cut-off valve which is a requirement of my county in order to pass inspection. Please understand that I am retired and living in a 55 and over community. I do not climb up in the attic, nor do I have any particular knowledge of fireplaces. I trust people to know their business. My younger son, a licensed electrician, did all of the electrical work for this project. When he came by and saw all of the mess, mistakes, and shoddy work that had been done by these young workers, he wanted the owner to come. The workers called the owner on their cell phone. As it turned out, the owner was out of town on a planned trip, and did not expect to be on site. My son demanded that these workers leave my home. The owner got upset and said that his workers needed to remove the fireplace unit "for insurance purposes." After all of this, my son and I decided that the Log Doctor people should not return. We would get another company to do the project. To make an even longer story short, the Log Doctor (also called Fireplace Innovations) kept my deposit of $2500.00 and charged an additional $500 "re-stocking fee" for the fireplace unit that they had removed! They gave us the stone that they had already stored in my garage. I was left with yellow album covers, a yellow printer, siding that had to be replaced, and I had to have a generator repairman come to reset my generator and get it out of "overcrank." My recommendation is to save yourself the stress and heartache; call a different doctor!!!

Very satisfied

it has been over two months now insert still not working. I cant believe anything Heather tells me. Fireplace insert works for about an hour each time they come, it gets to temp and will not relight gain until they come back out. They can never come the next day with each call it takes week to 10 days before they can return. I was told that they would research the issue with regency before they came on the 15th to see if it could finally be fixed and when the service person showed up he did not even know the fireplace was not working he thought he was only there to replace the fan. When I asked to speak to the owner I was told by Sherry that she would give him my name and number and have him return my call. I still have not received a call back and my fireplace is still not working. I would never recommend this company for service again, now after 500.00 in parts and labor I need to call another company to get my system fixed.

NOT RELIABLE. NEVER SHOWED UP. (This company did work for us 5 years ago and we were very satisfied. Clearly something is very wrong. We read a negative review about them here but thought we'd had a previous good experience so we tried them again anyway. That was a mistake.) DEFINITELY WOULD NOT RECOMMEND THIS COMPANY. The technician came out to inspect the gas fireplace. He arrived within the time window we were given with the appointment. He was very helpful and thorough. The cost was $150.00 He checked for gas leaks, cleaned the burner and replaced the steel wool embers. He also cleaned the inside and the outside of the glass. He was very efficient and did all the work on a drop cloth so there was no mess in the room. He answered all of our questions. I would use this provider again.

Problem was found quickly and follow up pilot light assembly replacement already scheduled.

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He did it quickly and thorough. It's been working all winter. We're very pleased. They're very neat and cleaned and explained exactly what they were doing. They showed us why the wire in the back wasn't working, because it was too close to the heat. The previous installation was not done properly. This is the longest we've had it work for us.

When Mike came to see my home and give me an estimate, He told me he'd send a contract in the mail. I gave him a deposit. I never could get a contract or anything in writing. I called a couple of times asking for one. At the time two things he told me were that they would take care of. Putting a lattice fence around the propane tank, and that I may need a new pan on the top of the chimney. They came two weeks later to do the work on 12-2. The installer told me I should replace the pan at the top of the chimney. Said he'd have to get back to me with a price. Well they keep putting me off on both items. They've never replaced the pan or put up the fencing. When I call, someone always has to get back with me. The last time a few weeks ago, they sent a guy to do the fence, He gets here and says he doesn't do fences. Someone will get back to me. Well that hasn't happened. I have mixed feelings about this company. I love the product. I suggest if you want to use them, make sure you get everything in writing before you give them a deposit, and don't give them the balance til they really finish.

I was VERY impressed with Log Doctor. They were able to get me on their schedule pretty fast (next day) and although Gordon (the tech) showed up about an hour after the time window I was given (I understand sometimes these call can go long so no biggie), I could not have been more happy with the overall experience. Gordon was professional, polite and just overall had a fantastic attitude. He was able to rapidly diagnose and fix the issue I was having and gave me some steps to take should the problem arise again. This is the second gas fireplace company I have tried and the difference is night and day - great company!

Great on time and fixed

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I had a scheduled appointment for 11 am to 1 pm. I was to be called   30 minutes prior to the service. The technician did call but my
phone ringer did not ring.  The office also called.  I saw they had called and called back 10 minutes later to the office. Was told he would call me again after that call he went onto which I understood. Also told the office that I was home and to just come on. Also called and left the same message with the technician. No recall or response by 4 pm. I called the tech again and he answered and told me that he was told to "pass me over " since I did not answer the call and that I would have to call and reschedule for another day. I told him what the office had said and he said he would call the office and get back to me.  I asked him why he did not come to me next as had left the message on his phone and he said he does not check his voice mail. He called @ 6 pm stating that he would come but it would be 7:30 pm before he would arrive. He arrived @ 6:30 and pulled the cover. I asked him if he cleaned the glass and he grabbed a paste and said that I could do it. He lit the pilot, turned it off and on a couple of times and said every things was working as it should. I asked him about the cleaning  and inspecting and he said that I would have to call and reschedule due to the late hour. He also noted that the only thing he would do for the cleaning was to vacuum the floor under the firebox.  I could have lit the pilot and turned the unit on. I was expecting a first class cleaning and service but received a "hit and miss? service after waiting all day for the Tech to arrive. I realize they were busy with a number of calls that close to Christmas and do appreciate the fact that the Tech did come. He was pleasant and courteous. He was in my house a total of 15 minutes and the bill was still $115.00. 

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We could either have it fixed or we could order new logs and have installed. Our old logs were 20+ years so we opted for new logs. We visited their showroom in Chester and were guided through multiple choices with sound reasoning for each selection. The actual install took less than 30 minutes since we already had our line.

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