THE FIRE PLACE LTD
About us
Sales, installation and service of wood, and gas fireplaces, stoves and inserts, Chimney sweep and inspection, Gas logs, glass doors, fireplace maintenance and accessory items - grates, tools, chimney caps.
Business highlights
55 years of experience
Services we offer
BRICK & STONE CHIMNEY WORK., FIREPLACE, WOOD STOVE
Accepted Payment Methods
- CreditCard
Reviews
4.238 Reviews
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 66% | ||
| 11% | ||
| 8% | ||
| 11% | ||
| 5% |
Showing 1-25 of 38 reviews
Katie K.
Mar 2021
convert wood-burning fireplace to gas
Heather T.
Nov 2017
I am unhappy with my purchase and the way it was handled.
Karen W.
Sep 2016
Well. There was nothing unsafe about my fireplace. The technician installed screws and used high temp caulk to close the gap. I'm not sure this really needed to be done, but it was meant to satisfy the buyers. The tech also sealed a plumbing vent on my roof. Prior to sending out the technician, Sparky took time with me on the phone and requested that I send him pictures of the problem. I'm pleased that they focused on the issue of concern. Other companies wanted to charge me more money and insisted on a full inspection of the chimney, etc ... Some companies just didn't want to be bothered with a home inspection issue and were happy to punt me off to someone else. After at least half a dozen calls, The Fire Place Ltd responded to my request in a professional manner and didn't take advantage of my situation.
Al B.
Mar 2016
unknown
Myles R.
Sep 2015
unknown
Robert S.
Apr 2015
unknown
John A.
Mar 2015
unknown
ROBERT K.
Mar 2015
unknown
Dean M.
Mar 2015
I called to ask about options for replacing our 30 year old fire logs and spoke to Bob, who was extremely patient, answered all my questions, and offered many options for our fireplace. We went to the store that afternoon and were surprised by the huge selection of anything you can think of having to do with fireplaces. Bob helped us pick out a set that fit our space and met our needs....we only burn occasionally and just wanted something that looks nice and is easy to light. During checkout, Brad arranged our install date and was also extremely helpful and pleasant. The logs were installed today, and the installation guy, Dan, did an awesome job arranging all the decorative elements in the set and cleaned up everything perfectly. We will definitely be shopping here again when we purchase a new glass door set. This place is awesome....they really know everything about fireplaces and they treated us great. I even called to thank them for the wonderful job, start to finish.
Karen P.
Feb 2015
unknown
Angie L.
Jan 2015
I am leaving this review in the middle of our transaction (which has taken longer than it should have) because I am very frustrated with the customer service here. If there were any other competitors who had what we need, we would have used them instead. Unfortunately, they are our only option. I suppose when you don't have competition, you don't need to have good customer service. This is very unfortunate. I will be happy when we receive our unit (hopefully before summertime) and don't have to correspond with Wayne any more.
Response from THE FIRE PLACE LTD
"After receiving your review we contacted you and I believe all of your concerns have been addressed. The installation has been completed and after following up, everything has been completed to your liking. If this is not the case please contact us, otherwise please consider updating your review."
Lynn H.
Jan 2015
unknown
Don H.
Dec 2014
unknown
MICHAEL W.
Dec 2014
We picked out the fireplaces and the rest was handled through our builder. From the beginning, we have had questions and the customer service has been terrible. When we call we call with a question, they are very dismissive and do not seem interested in helping to get to an answer unless the builder is directly involved. In short - if you are not a contractor who can bring them multiple sales, don't bother them.
Recently (November 2014), our gas fireplace would not work. I checked online for information and found a recall for that model. I called the dealer as directed in the recall notice online and they said I was sent two letters (I was not). I gave them my information and they said they would check. Later, I received a voice-mail saying my fireplace was not affected because the serial number was after the recall based on the serial number. The serial number he stated to me did not match the one in the fireplace.
I called them again and told them that the number they left did not match my fireplace. The person I spoke with said that he was aware there was an issue, but did not know which job it was and so couldn't check. I told him the builder and our name and he said that he no record of us and we must have bought a model home. I told him we had not and that my wife and I had actually worked with him when we picked the fireplaces out. He said he would have to check. He called back later and asked the address because he had no record of us????
Recently (November 2014), our gas fireplace would not work. I checked online for information and found a recall for that model. I called the dealer as directed in the recall notice online and they said I was sent two letters (I was not). I gave them my information and they said they would check. Later, I received a voice-mail saying my fireplace was not affected because the serial number was after the recall based on the serial number. The serial number he stated to me did not match the one in the fireplace.
I called them again and told them that the number they left did not match my fireplace. The person I spoke with said that he was aware there was an issue, but did not know which job it was and so couldn't check. I told him the builder and our name and he said that he no record of us and we must have bought a model home. I told him we had not and that my wife and I had actually worked with him when we picked the fireplaces out. He said he would have to check. He called back later and asked the address because he had no record of us????
Response from THE FIRE PLACE LTD
"We are very sorry that your experience with our company has not been satisfactory. We strive to treat every customer with equal respect no matter whether its a one time customer or a home builder. Every customer is important to us and we do our best to show that. We are not sure where the miscommunication happened but we do have your information in our records here. Your fireplace was not affected by the recall which is why you did not receive any letters from us in regards to that. We have you on the schedule to send one of our service technicians out to get everything taken care of. Please do not hesitate to contact us if you have any further problems. Again we apologize for the problems and thank you for your review."
Moises G.
Mar 2014
Good fix. However it took few days since the day I called until work was actually done.
Lee M.
Mar 2013
Just fine.
Lee M.
Mar 2013
VG
Response from THE FIRE PLACE LTD
"Thank you for allowing The Fire Place Ltd. to service your Jotul stove. We appreciate the fact you called us for service and are glad that your unit is working and providing you enjoyment again. Should you require anything in the future, please call us."
Susan R.
Mar 2013
It was frustrating to not have this unit when we needed it the most. In the end, it all worked out.
Response from THE FIRE PLACE LTD
"We were first contacted by the homeowner on January 22nd and wrote the order for service. On January 24th, our service installer left a message at the phone number provided to schedule the service. I do not know when the customer returned our schedulers call, however, during the cold weather we average 1 1/2 weeks from scheduling to service date. This is due to the seasonal nature of our business. Our service requires trained personnell and we can only have so many people on staff trained for this work. The timeframe from the customer's initial call to us until the date we repaired their stove was 23 days (only 1/2 of the claimed 6+ weeks). We schedule as promptly as possible and most importantly we were able to have the customer's stove up and running again."
Cynthia F.
Feb 2013
We've enjoyed the fireplaces beyond belief.
Response from THE FIRE PLACE LTD
"Thank you very much for allowing us the opportunity to help with your home improvements. We value every customer and strive to make your purchasing decision enjoyable and hassle-free. Should you require anything in the future, please feel free to contact us."
John L.
Jul 2012
What I disliked is that they kept losing our order. They'd say things were going to be done and then they weren't. They'd say the part is coming in and we'd call back later and they'd say what part are you talking about you never ordered that part. I would never use them again.
Response from THE FIRE PLACE LTD
"I am sorry to hear that you were dissatisfied. This job is from 1 year ago. Our recollection is that the majority of the confusion was that the 2 persons who purchased this have different last names. The order was written under one name, so when the other person called, we had no order with that name. Also, regarding the part not being ordered, the delay was in that the customer did not come and make a selection so we could not order the facing materials until a selection was made."
Lori B.
Jul 2012
It was so nice mantle. We saw a mantle that we'd like there at their store and that's why we ordered it.
MICHAEL C.
May 2012
From sales to service everything went smoothly
ANNE G.
May 2012
It was a very simple process since we already had natural gas lines in our house. I went to the showroom to choose the logs that I wanted and several weeks later they installed them. The installation did not take very long and was very cleanly done.
PETRUS L.
Feb 2012
It was the worst customer service experience I have ever had.
The installers arrived on time and started the installation. The gas line had to be extended and as there was an unused length of gas line in the basement I asked whether they could re-use that. I was told that it was not possible.
The person installing the gas line proceeded to install approx 20 feet of yellow flexible gas line clamped to the bottom of the floor trusses in the basement. The last attachment was on the second to last truss and the tubing was then angled to a hole in the basement wall approx 18 inches below the height of the truss.
The installation did looked shoddy and I said this to the person installing the line, whereupon he asked if I thought he was doing a shoddy job and I said that in my opinion he was. He then told me to take my opinion and shove it up my ?.
He continued by saying that the work in the rest of my 56 year old house's basement was no better.
He then shouted to his associate, who had been assembling the log set in another room, to "pick it up, we are out of here" and with that they collected their equipment and left.
I called the company office and related the incident to Wayne and was told that the owner was away, but they would refund the deposit I had paid.
This was done and I have not heard from any company representative since, so I have to accept that they condone the action taken by their employee.
The installers arrived on time and started the installation. The gas line had to be extended and as there was an unused length of gas line in the basement I asked whether they could re-use that. I was told that it was not possible.
The person installing the gas line proceeded to install approx 20 feet of yellow flexible gas line clamped to the bottom of the floor trusses in the basement. The last attachment was on the second to last truss and the tubing was then angled to a hole in the basement wall approx 18 inches below the height of the truss.
The installation did looked shoddy and I said this to the person installing the line, whereupon he asked if I thought he was doing a shoddy job and I said that in my opinion he was. He then told me to take my opinion and shove it up my ?.
He continued by saying that the work in the rest of my 56 year old house's basement was no better.
He then shouted to his associate, who had been assembling the log set in another room, to "pick it up, we are out of here" and with that they collected their equipment and left.
I called the company office and related the incident to Wayne and was told that the owner was away, but they would refund the deposit I had paid.
This was done and I have not heard from any company representative since, so I have to accept that they condone the action taken by their employee.
Response from THE FIRE PLACE LTD
"I have spoken with our installer (who has been with us for 15 years).He had just started the installation so the pipe was not completely fastened. The homeowner came into the basement and was upset that we were not using his old gas line. It ran in a different direction than where the fireplace was which would have resulted in a longer gas run. Also, we do not re-install used components as we cannot guarantee the safety and usability of second-hand merchandise. Had the homeowner allowed our installer to complete the installation, the pipe would have been properly attached to the joists. It was his complaints of shoddy workmanship on an installation in progress that caused our installer to determine that this customer would not be satisfied with anything we were to do so at that time he determined that the best course of action was to leave the premises. We have been doing this work for 40+ years and have a reputation for quality, safe installations."
Zig K.
Nov 2011
Was a bit difficult setting an appointment. Took 3 phone calls to finally make an appointment.
The serviceman arrived as scheduled & called ahead which was helpful. After installing the new thermocouple, the pilot now worked fine, but now he said the main valve was broken. Very strange since it was working just fine previous to the thermocouple going out, but now was suddenly broken. He informed me someone would call me about getting a new valve ($220 + install). I got a call a day later saying they couldn't get the part & I was out of luck . I found the part myself in 1/2 hour online & with a phone call. Called Fireplace back & now they said they wouldn't install a part unless purchased through them. At this point I was pretty much done with them.
Seems they are only interested in selling/installing new units, not keeping existing customers happy.
The serviceman arrived as scheduled & called ahead which was helpful. After installing the new thermocouple, the pilot now worked fine, but now he said the main valve was broken. Very strange since it was working just fine previous to the thermocouple going out, but now was suddenly broken. He informed me someone would call me about getting a new valve ($220 + install). I got a call a day later saying they couldn't get the part & I was out of luck . I found the part myself in 1/2 hour online & with a phone call. Called Fireplace back & now they said they wouldn't install a part unless purchased through them. At this point I was pretty much done with them.
Seems they are only interested in selling/installing new units, not keeping existing customers happy.
Licensing
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FAQ
THE FIRE PLACE LTD is currently rated 4.2 overall out of 5.
THE FIRE PLACE LTD accepts the following forms of payment: CreditCard
No, THE FIRE PLACE LTD does not offer free project estimates.
No, THE FIRE PLACE LTD does not offer eco-friendly accreditations.
No, THE FIRE PLACE LTD does not offer a senior discount.
No, THE FIRE PLACE LTD does not offer emergency services.
No, THE FIRE PLACE LTD does not offer warranties.