Wolf Steel Ltd

Buyer beware I am an HVAC contractor and this company repeatedly weasels out of warranty, leaving me to absorb the cost as I do not expect my customers to pay when they should have warranty, I chose this brand to support Canadian , but all I got was excuses and bad attitudes, I ve sold hundreds of Continental furnaces, but apparently loyalty means nothing.I urge all homeowners and Contractors to avoid this company. They're warranty isn't worth the paper it's wrote on.

We purchased a S25i wood stove insert in Oct 2022. The first night a pipe fell out of the top. The retailer fixed it. Then, the fan was not functioning. They fixed that. Now, the door knob will not shut and latch. The retailer will not help. I have contacted Napoleon and am waiting for a response as to who and when a repair person will be out to fix this problem at their cost. For a $5600.00 stove (plus liner and installation costs), the quality has been less than acceptable and service from Napoleon has been inadequate. We are disappointed in their level of professionalism, service and response. We've had wood burning stoves that have never been this much trouble. Case # 01615670. Only a retailer can escalate a problem, NOT the consumer who paid for the wood stove. It has been extremely difficult and frustrating with the Napoleon service department.

Purchased an IR3N fireplace insert after searching for nearly a year to find a gas insert unit that appeared most realistic as compared to wood fire. Unfortunately, while the fireplace itself looks good the quality is such that I would definitely purchase a lower cost unit of another brand next time. For example- It’s unacceptable that batteries must be taped into position on the battery back up since the battery case is of lower quality than what’s used in a $10.00 toy. Additionally, there should be no reason to disassemble the fireplace to free the thermocouple and wires that were pinched between the side cover screwed on top of wires. At this point, I’ve found the fireplace will light about 1 out of 5-6 attempts.... yes I verified the gas pressure. The fan is equally unreliable as it only operates on occasion. I’m of the opinion that the fireplace case appears well designed and assembled, however the electronics and controls should perhaps be discarded or at the very least be re-engineered. I can’t speak for others, but for me this gas insert is a significant disappointment and I’m unable to recommend this particular product to others.

I’m not happy at all this brand. We installed brand new furnace on 2019 napoleon brand and spent lot of money. This year we have lots of issues wth it . It’s garbage company where you can’t get any help when u call. Ripping poor people like me.

Sell out to China! Now employs more people in China than Canada. Should not be in bed with China as a Canadian Company. I do not recommend any company giving money to communist governments with terrible human rights!!! Now about 90% China 10% Canada product. Chinese Company!! Hire all Canadians and Manufacture in Canada 100% to call yourself proudly Canadian!! Never buy Napoleon!!

Ordered a furnace 9600e model 3 months ago. Go to pickup the furnace to find out they discontinued the model. I'm getting my full refund back. Tried to give me another model to replace the one ordered. Less desirable.

Bought a Napoleon Grill. Missing some parts. Cannot get through to customer service, they don't ever call back or answer emails. This has been going on for two weeks. Worst customer service ever. Horrible company. - Update - Finally got through to the Canada local number. Since reaching them they have been very helpful. Upping the review to 3 stars but they still need to work on customers actually being able to connect to their customer service reps.

JP Brooks Builders had installed a Napoleon Fireplace; model B42ntr in our new build home. After the 4th time using our fireplace, the glass exploded. The glass did not just crack, it literally exploded (we thought someone was breaking into our house). JP Brook's stated we were the 5th or 6th new home owners that this has happened to. JP Brook's installers came out and put in a temporary glass to block out the cold from coming in and explained that the manufacture had sourced bad glass. We now have a permanent replacement glass on order with the manufacturer with no eta on delivery. We are very disappointed with the quality defect and that we are unable to use our new fireplace in our new build home.

This company is related to Napoleon Home Comfort - they literally share the same building & office in Barrie, Ontario. When you have a complaint or issue with Napoleon they claim that their staff cannot deal with other related companies to solve the issue.When you ask to deal with a manager they are either on vacation"

My experience with Napoleon is mainly related to bbq grills. They stand behind their products and provide the best customer support. I reached out to them two times in the past year, first, regarding a small problem with one of the ignitor electrodes and the second time regarding the maintenance of the grill’s base. I cannot think of any other brand that provides such a fast, helpful and resolving customer service. Thank you!