Fire & Water

Just want to start by saying that the installers of our new pellet stove were fabulous. Professional, timely, efficient, clean and capable. They took extra time to make sure the stove was installed correctly and worked efficiently and quietly. They are the only reason this review has 2 stars. The owners of the business on the other hand are dishonest, misleading, incompetent and our whole experience with them was a journey of frustration and anger. To start, we went into Fire and Water wanting a new mantle for our living room fireplace that had a wood burning stove insert already. Greg, the owner made an appointment to come and see that unit and one we had downstairs to give us a quote. During that visit, he convinced us that our existing unit was unsafe (lie), that our chimney was unlined (lie), that if we had a fire the insurance company would not cover it (lie), and that if we rushed our order that we would be eligible for a $2000 tax rebate on the 2023 taxes (lie). He convinced us that we needed a pellet stove for our upstairs unit or we would not be up to code when we tried to sell the house (misleading and a lie). This was the end of December and he convinced us if we rushed the order and got it in before the end of the year, we could get the tax break in 2023 (lie). When we got to Fire and Water, we spoke with his son Marcus who told us because their computers were down and had been for days, he would have to hand write the quote, and left off the mantle. He said he would be back in contact and NEVER called us back. The only time we spoke to anyone at Fire and Water was when we had to take time out of our schedules and go into the store and then it was never to talk to Marcus again. The mantle discussion was continuously dropped. When we were finally coming up to the time that our unit would come in, we went back into the store to talk about the mantle one more time. I was extremely frustrated by the time as we realized that 90% of what Greg told me was a LIE and we wanted to put the entire project on hold, only to be told at that time that our order was non-refundable (we were not informed of this at the time we put the order in, or we would have waited). Yet, they conversation about the mantle still hadn't happened, and we were were now just going to go ahead with the pellet stove and get done with these dishonest, incompetent imbeciles. When we asked to talk with Greg, we were told "I am not talking with those people." So the owner was too much of a coward to have a earnest conversation with a client. The irony of the situation was that we went into the conversation with wanting 2 units and 2 new mantles. Now we will NEVER being doing business with these people again, and they have lost at least $15K of additional work with us and more with the people we tell about our experience and convince to not work with them either. Please save yourselves the frustration of working with Fire and Water. Unless you know exactly what you want and can use their highly competent installers, don't trust anything anyone tells you in the store. I think they are not capable of telling the truth.

Professional service.

Went great.  Crew removed old fireplace and wall, moved wall over a foot, installed new fireplace, rock surround and mantle, and TV mounting above fireplace all without getting the house dirty.

Was not economy but was a good value for the work done.  Will use them when we are ready to replace the other FP.

They did a great job on the propane insert, cleaned, serviced and installed a new remote control for a very reasonable price. It has worked very well for over a year so far.

For the pellet fireplace insert, we had not used it yet and were told by the representative that it needed multiple parts replaced and that it would not be worth the cost to replace the parts as it was an old stove and parts were hard to find. He then offered to buy it for parts.

I looked into the parts and for this make and model , they are readily available over ebay and the only thing that was actually wrong with the stove was a hinge bolt was broken on the door. I then found several of these make/model stoves on the refurbished market for $1200. I ended up selling to a friend for $400 and it has worked like a charm (after the hinge was repaired for less than $10). I think the representative was trying to take advantage of us to refurbish and sell himself.

Went well. Jobs done to our satisfaction. Took time to answer our questions.

They arrived on time and did their work quickly and efficiently. They didn't leave any soot or mess behind of any kind. The wood stove was very dirty and had a lot of build up, so it was long overdue. The two gentlemen who did the job were very courteous and professional.

unknown

Great service. Technician was highly knowledgeable and took the time to explain how the different technologies worked in each fireplace.

Installed tankless water heater. The water heater was operational by the end of the day as promised.

It went very well, I plan to call them again for a bbq.

We hired Fire and Water to replace our existing propane gas fireplace and replace it with a Quadrafire Pellet stove. Had a great experience with this company. Alex came to our house and gave us an estimate and also gave us several different options for the stove models and tile work around our existing corner unit. Our old unit was installed flush into a corner sheet rocked wall. Alex suggested that we inset the new unit into the wall about 6 inches and surround it with granite or travertine tile. He had to tweak the design several times to fit our preferences and tile size but his final design really made the wall stand out. The installation crew showed up on time and were very professional. The installer had to reframe the wall to made the inset and installed new concrete board for the travertine tile. They were very clean and laid tarps down over our floors and furniture to keep our house clean from the construction dust. They always cleaned up after themselves and did most of the cutting outside to minimize dust and debris. Took about 3 full days with most of the time spent on the reframing and tile cutting/setting. The installer, Paco had some great suggestions about the tile setting and grout lines and we told him to do what he felt looked best. Paco was very meticulous and the tile work turned out beautifully. The stove was installed and a new chimney was installed outside. Again the work was done in a timely manner and I'm very comfortable that the work was done properly and without shortcuts. Our new Quadrafire works great and keeps our home very comfortable on the coldest of days. I can easily keep my home in the 75-80 degree range with the pellet stove as the primary heat source. Happy to recommend Fire and Water as their products and services were first rate.

Many delays

I had them rebuild my fire place. They did a very professional job. I will use them again

Actually, I was expecting a bit more for the amount spent. Mostly, I got a demo on the disassembly and cleaning of my pellet stove. I have my doubts if my original problem (smoke into the house) was a bad combustion motor bearing. More likely, it was the plugged exhaust pipe that was discovered during the $85 cleaning, not the $400 motor.
I really wanted a system pressure test that would really cause any leak points to show up and verify the integrity of the stove, but the technician said it wasn't necessary. Reading online, pressure testing pellet stoves is considered a necessary safety check to ensure carbon monoxide is not leaking into the house.
I also think they hit me pretty h****** the cost of the motor and installation. Online, I easily found OEM replacement motors for $165 with 3 day delivery-- not 5 weeks. That's retail to me, not dealer cost. The original estimate of $250-300 for the motor and installation would make more sense, since it took less than 10 minutes to install. The charged cost was about $400 with tax.
I also suspect that my order was lost, the ordered part was sitting around for a while.
Would I use them again? If I need further service, I'll probably try someone else first. It would depend on the situation. I'm not that disatisfied.

Originally called and asked for an estimate to replace a suspected faulty auger in my free standing pellet stove. Office personnel were extremly courteous and scheduled an appointment much faster than I expected. Fatmir Jashari showed up on time (considering the first day after a 3 day holiday) and immediately ran a series of preliminary tests and informed me that the auger was not faulty. I had previously gotten on-line and priced augers so this was a pleasant surprise. His recommendation was to thoroughly clean the unit (hadn't been serviced for about 16 years). I asked if I needed to schedule another appointment and he replied that he had all the necessary equipment with him to do it that day. I was amazed and very pleased and told him to proceed. He was extremely knowledgeable and professional and explained everything in detail as he progressed through the cleaning process. There was no "upselling" involved and he provided many valuable maintenance and operating tips as we went. I asked if he minded if I looked over his shoulder and he replied "not at all" and encouraged me to ask questions. At the outset he provided pricing for cleaning and even told me ahead of time what some of the parts would cost if we decided to replace them. As it turned out we only needed to replace a blower gasket which was obvious even to me. He was extremely efficient and thorough with the cleaning which included the chimney. Another recommendation of his was to replace the old technology chimney cap with an improved version which would help with cleaner combustion. Once again, his explanation was very logical and was not an attempt to upsell. I opted to replace the chimney cap. My overall experience with Fire and Water and Fatmir was highly positive and I definetly will use them to do my annual cleaning and any maintenance issues I have.

They installed a thermostat. Get everything in writing and don't expect the billing to be done properly. They don't provide outstanding service. I would not use them again in the future.

Excellent. The workers were very polite and did not waste their time chatting. We were impressed by the planning of every detail before they started. They explained in detail what they would accomplish each day and worked diligently at each stage to get the work very precise. Each day they cleaned up what they had done and never left any debris behind. They took great care to protect everything surrounding the area they were working on so that they would not damage anything. Very impressive service.