PUGET SOUND FIREPLACE

Terrible customer service and product. We’ve had a fireplace they installed that has repeatedly released soot out of the fireplace (permanently staining the surrounding stone) and after many service calls they have now recommended we find someone else who can fix it.. yes, fix their product. We’ve had problems on and off from the beginning and the complete lack of willingness to stand behind their product and find a permanent solution is abysmal. Would not recommend this place to anyone.

To follow up on our review from Dec 2015, after 6 months of calling Puget Sound Fireplace, they finally found time in their schedule to come out and service the log set. The service provider was punctual, highly knowledgeable, and overall very professional.

We used Puget Sound Fireplace because our general contractor highly recommended them. We liked the idea that it was a family-run business. When speaking with the owners, they were very informative and professional. They also seemed discerning- there were certain products they wouldn't carry or install because they didn't believe the product was high enough quality.
With Puget Sound Fireplace's help, we felt confident selecting a log set versus a gas-insert (which would have cost more and been redundant given our new gas furnace). The installation was scheduled and completed within a few weeks of originally contacting them. Over the winter months, we enjoyed the heat/ambiance of the log set and appreciated how realistic the log set looked.
Fast forward one year, I called to have the log set serviced because the pilot was remarkably large. We couldn't control turning on or off the pilot with the remote nor could we control the size of the flame. Unfortunately, Puget Sound Fireplace is so busy (doing so well with installations) they were unable to schedule an appointment to service the log set. They said they would try to fit us in within the next few months, but officially they weren't even scheduling that far out.
It concerns me that they would sell something but be unable to service the product they sell. They have enough time to sell the product and install it, but their business model doesn't account for servicing the product.
I am still waiting for them to call and schedule a service appointment six weeks later. I'll update the review upon getting an appointment so you'll know what the approximate wait time would be.

Brian Larson from Puget Sound Fireplace came to the house on the day that we'd agreed upon and measured up the firebox for a new screen. He brought samples of metals and colors and we placed an order for one of the glass door screens that we liked in the Portland Willamette catalog. The screen came in earlier than expected and they sent their technician out to install it the same day. He was a very nice young man. He took off his shoes in the house, spread a cloth to protect the carpet and was very careful with the new screen. We were very happy with the results. We had to call a few days later because of a minor adjustment to the door and they sent the technician back promptly to fix it. We found Puget Sound Fireplace responsive, professional and very nice folks to work with.

I contacted them for a quote and they never replied.

Serviceman arrived on time and prepared for work. Immediately began working on the fireplaces and explained what he determined the troubles to be and gave instruction on home owner maintenance. Both fireplaces worked to satisfaction.

Very satisfied with our experience. We read other recommendations on Angies List before selecting a company.

Our gas fireplace is a hand me down that we've had installed for 6 years, and the previous owners had for as long as I can remember (unit is probably 15+ years old). It had stopped working properly a year ago, the pilot light refusing to stay lit. We put in a new valve and it worked fine for about 6 months, then stopped again. This time the pilot light would stay lit until you turned the unit on, then the pilot would go out and it would sound like the gas would shut off entirely. Called PSF on Tuesday, they came out on Friday (and were earlier than expected). Technician said that it was probably the thermopiler all along, and that with a new one, and the new valve we put in, we essentially had a brand new fireplace that would last another 10 years with no maintenance. It took about 30 minutes for him to install. He was really nice, explained everything to my satisfaction. Was charged for the part and the service call, so no estimate was done prior.

A misunderstanding between the installer and me resulted in the new fireplace being installed too low. I discovered this after the firebox and new flue were placed. The firebox had to be removed and the support system raised to acheive the desired height. The firebox then was reinstalled and flue adjusted.

The brick subcontractor did a generally excellent job. There is a slight alignment problem between new and existing bricks at the front of the raised portion of the hearth. Except for that, the brickwork is beautiful.

The drywall/painting contractor did excellent quality work. This process took five visits. He was substantially late for the appointed times for last three visits although he called and said he would be late. He wanted to put off the last visit for another day, but came when I explained that my house cleaner was scheduled to come the next day.

I am very happy with new fireplace and have used it often. The raised hearth is nice to sit on.

Brian called within 24 hours of leaving a message for the company (I emailed on a weekend). They were able to come out two days later and were willing to work with my schedule. Their technician was on time, polite, efficient and professional. The fireplace looks great and we will definitely be calling them when we tackle a renovation project in our basement later this spring (will be adding a gas insert down there).

OUR OVERALL EXPERIENCE WITH PUGET SOUND FIREPLACE WAS GOOD. RAY IN THE SALES OFFICE WAS VERY KNOWLEDGEABLE ABOUT THE PRODUCTS. INSTALLERS WERE VERY POLITE AND HELPFUL.