Flame & Comfort

never thought I would do this to such a reputable business.......but here goeswe bought a wood stove last fall at the store and prepared the kitchen space for the installinstalled in November and up and working right away very cozy n niceproblem :they re jigged the chimney from the original plan and had to reroute differently than originally discussedthat necessitated an added I think 4 ft to the original plan and we agreed on the change and addition for the materialpaid the second instalmentwhen the original install happened they said it was good to go and up to code etc etc drove away and we fired it upthey notified us in Decemberthat they neglected to put an additional piece on and it would be an additional 750 dollars for the zoom boom to come out and installI was concerned as we had been using it a lot(great by the way)and that it might not be safebut I was assured it wasso we proceededI gotta say an addition and $750 charge were both surprising and suspiciousI inquired w two other companies both letting me know that as far as they could tell the chimney was up to code from my pictures and the addition was unneededI brought this to the attention of the owner cam and was told that they're wrong n he was right........conveniently charging me more?but we decided we needed it and proceeded.unfortunately flame and comfort installed the missing" partincorrectly by not bracing the top 8 ft(alleged code violation I am told)so I called them backthey dragged their feet for a few months as my chimney slowly worked itself loose and was subsequently bent about 10 degrees off the top of the secured part of the chimneythey came out and fixed it(generously telling me they won't charge me for the visit???????????)to repair their code violation(alleged)but the chimney is crooked and off plum.I received info from the owner that there is nothing they can do and essentially told me we were done.but first he tried to convince me it looked crooked because mt house was crooked and my chimney might have moved(suddenlyan immovable brick object nearly 100 years in one place shifted my aluminum chimney beside it out of whack?)so what recourse do you have with a company that does not want to honour their commitment?I guess this is my first stop......"

Knowledgable staff... because of time restraints I was a little rushed... not necessarily their fault... so wrong decision made... lots of info to take in... take your time... because of rush I paid... probably a little too much.

Jesse and Dwayne are great to deal with and they really know their stuff! So much to choose from!

Nice show room for wood stoves fireplaces. Staff is very helpful and friendly. Good quality products but comes with the price tag.

Beautiful showroom and had no idea they have such fab furniture. Will be back in the new year for barstools and lounge chairs.

Very knowledgeable, no waiting for people, lots of options. Pleased with results.

Absolutely disgusted with this company. If I could have give them NO STARS, I would have. I needed a gas fireplace for a small lower level living room. This room is recessed down (4 feet) below ground level. My home is well insulted with triple pane, energy efficient windows. Flame & Comfort sold me a Heat-and-Glo Designer Line Direct Vent Gas Fire Place CFX-DA. It cost me over $3000.00 just for the unit itself. The fireplace was installed by Flame and Comfort, Winnipeg. The insulation, drywall and finishing was done at an addition cost, by a local contractor. This model has 2 inch cooling vent holes completely surrounding the direct vent, immediately above the fire box. Tons of freezing cold outside air comes into the room through these vent holes. Even the upper level floor, along the ceiling joists were becoming freezing cold. I had to pull off all the drywall to see where all the cold air was coming from. During cold weather, the entire lower level of my house is unliveable. I contacted Flame and Comfort many times about this issue. I also contacted Heat-and-Glo directly. I took video showing how much cold air was entering through those holes. Not once did someone from Flame and Comfort come to my home to acknowledge the problem or attempt to design a solution. I contacted heating and cooling company's to see if they had a solution to the problem. They all say they have never seen vent holes like that on any gas fire places that they install. They say the vent holes make no sense to them. The installation specs allow for wood framing to come within 3 inches of these vent holes. If combustable material can come within 3 inches of these holes, how hot could these vent holes possibly be getting? and Why can't I cover them? Heat-and-Glo says that they are cooling vent holes that can't be covered. Both Flame and Comfort and Heat-and-Glo should have come up with a solution. Instead, they chose to ignore me and blew me off. If these holes absolutely can't be covered then why can't a custom containment ventilation chamber be built around those holes to both allow for cooling, when the unit is in operation and keep the cold winter air out of the house? Flame and Comfort clearly don't care about their customers after they have made the sale.

fantastic company and service

They sell nice products but the actual service is atrocious. When installing they gave me the wrong specsifications to build to. And then when it broke down it is like pulling teeth to get a repairman out in the time they specified more than a week out. Brutal. I will never give them my business again.

Went out of their way to get a piece from the warehouse on a Saturday (usually closed).