Classic Fireplace and BBQ Store

Jay the new owner and his sales representative Terry were excellent to deal with. They were honest and open and convinced me to go for a lower priced BBQ due to the enhanced value and features. Honesty in sales is a rare trait these days and I was very impressed with their honest and caring approach to customer service. Installation and delivery was very smooth and they kept me informed as the shipment arrived. I would not buy a BBQ from anywhere else and I would not hesitate to recommend them to family and friends.

Terry provided fantastic service from start to end. The delivery and gas installation team were great as well. Love our new outdoor gas fireplace!

Purchased a Napoleon PRESTIGE® 500 RSIB Natural Gas BBQ. This is the first store who knew more about the unit then I did! They were the only store to warn me that the existing natural gas quick connect for our old BBQ wouldn't fit the new one. They followed up with flawless delivery, installation and walk through. I highly recommend them.

I had cool air coming in around my gas fireplace insert. I called Karen in the Service Dept. I agreed to have my fireplace serviced, and have fireproof insulation installed around the insert. Service technician Shawn did a thorough job servicing the fireplace and put lots of insulation around the insert. Thank you Karen and Shawn for your excellent customer service.

We have been customers of Classic Fireplace for over a decade. We purchased and had a gas fireplace installed by them. We've had them service our fireplace over the years and we've also referred them to others. In September 2022, we called for a routine fireplace cleaning, which ended up becoming a much more complicated repair involving many visits. After some communication challenges with customer service that delayed the fireplace repair, the new owner, Jay, jumped in to help resolve the issue. He was empathetic, understanding and very proactive in helping to find a solution. While it may have taken a bit of extra time to resolve, we are very happy with the service we ended up getting from both Jay and Stephen (the technician on site). Based on this experience, I can happily say we'll definitely continue to be customers and we will recommend Classic Fireplace for those seeking a new install, service or advice.

We just got our new fireplace installed. We weren’t expecting installation until a month from now but Terry pleasantly surprised us. Everything from the first visit to take measurements, to the speedy installation, to the telephone tutorial I needed to understand the remote control (I’m old). This company is outstanding and I highly recommend them.

Honestly was not impressed with the service at all. I'm looking to buy a new natural gas BBQ. After doing my research I have decided to buy a napoleon grill. I was told to shop at Canadian appliance, but they did not have the model I wanted.Always saw this store(classic fireplace) and thought it just sold fireplaces and specialized in the green egg BBQ. Saw their napoleon sign and thought this was perfect as I live down the street off of Church. I was finally able to visit the store today. Upon entering the store I noticed 2 woman at the cash desk, neither one looked up to greet or acknowledge I entered the store. There was no one else in the store, neither were on the phone. I went to the right of the store where there were 2 napoleon grills, both were rogue models and not what I was looking for. I went to the other side of the store, where 2 more napoleons were located, also where the cash/order desk is located. Still not greeted or asked if I needed any help.The built in grill was the model I was looking for(5 burner with lights), but I needed a natural gas. To the left of the grill was the catalogue for the rogue model. I read the entire catalogue and then found the catalogue for the pro series grills. This is the model I wanted. Read the entire catalogue and found one I wanted, I believe the 665. Kept going back and forth between the catalogue for the pro and prestige, hoping someone would ask if I had any questions. I was looking at the catalogues for about 10mins. Finally the lady further back came around the desk and asked if I needed anything. I explained I was looking for the pro model, natural gas with 5 burners. Exactly like the one on display, she let me know that one was only for built in, but she didn't provide any other options for me. I then showed her the one in the catalogue and asked her why did the one in the catalogue have additional nobs and what did they do, she had no clue. I explained I know the 5 large nobs are for the burners, but what do the other 4 do... she only knew 2 of the nobs and was guessing on the others. I repeated my question what do the other nobs do, all she did was repeat her previous answer. I told her I know that already, but what about the other nobs, at this point she started to guess and seemed annoyed by my questions. In my mind I could already tell I was not going to be buying anything today. I gave up on finding out what the nobs did and asked the price. She let me know and seemed to be surprised I was still interested. I asked if that included delivery and installation. That's when she let me know they don't have it available. I then asked if they had a prestige 5 burner natural gas, and not the pro model, but still no.9/10 I would expect the sales person to ask for my information, or to let me know if they would be getting more, or if they could order one for me, or even let me know what they did have in the store that was comparable and if that would interest me, but nothing. I just turned around and left with a sarcastic thanks and shook my head.Before I wrote this I read all the previous reviews and my experience was the total opposite than what others wrote. I really wish I could've had a similar experience and made a purchase. Reading the reviews it seems that Terry is the person I should've dealt with but unfortunately that person wasn't in today. So maybe the two employees were having a bad day and this is not typical. Or maybe my gut feeling was correct of why I felt dismissed.

Excellent and qualified serviceIn the fall I finally went to the local (Rylander) location to see if my 20 yr old fireplace could be repaired. I had guessed the pilot and burner were worn out and needed replacement or entire unit may need to be replaced.They were so busy the public phone was always busy so the sales person gave me a direct line to service office and didn’t push for replacement and just said let the technician have a look. I left a message and the called back to book an appointment a few weeks out since it wasn’t critical and with covid during busy time it would be a while. Excellent and patient phone service.The technician came, followed all covid protocols, and in 5 min had it taken apart and explained what needed to be replaced. No high pressure sales pitch and noted it was a reliable unit and he had several of the same age unit with the same problem. He completely cleaned inside of the unit and made it usable for a while.When the part came, it was easily arranged for the instal and done quickly and cleanly.Now my unit is like new and I would recommend this company to everyone.People are great, service is great, quality is great.

A very happy repeat customer. Had an old wood stove and needed some new chimney so it could be installed in another location. The owner was very helpful despite the fact that I did not purchase the unit from him. He located the install specs of my old unit, found chimney to match and even provided help with the install. 3rd purchase from Classic and certainly not the last.

Just like to say, Classic Fireplace saved us today. Our Former" Fireplace service provider gave us the run around and made us feel like our situation was last on their list. The wife called Classic and their representative Lori listened to her issue and showed complete compassion and made her feel like her problem mattered. THANKS LORI!And thank you too Zack for coming to the house and showing true professionalism and explaining to me what exactly was the problem.You guys are the Best!!!Phil and Charmaine"