Martin's Fireplaces

My fireplace was installed by Martin’s three years ago. It has the same problem - does not respond to the remote - every year. They fixed it the first time free but sent me an invoice of $196 the second year. They did not explain to me what the problem was neither did they let me know it needs cleaning service every year. This winter, it was working until today. They will not come to fixed it unless I pay the outstanding bill. I called around and found another repair service. This one is much cheaper and friendly. They guide me through to change the batteries inside fireplace. I found there was no batteries in the box at all and the cover of the box was missing?????? What a joke Martin’s has done on me!!!! I regret choosing Martin’s !!!The owner responded to my review above. He admitted they have been here “many timnew gas fireplace need “many times” service calls? Definitely there’s something wrong. I enquired about the annual cleaning service a few times, I was told they don’t provide it by Kate. There was no estimate or any kind of invoice shown before the visit. I got an email “months” later indicating that I was supposed to pay $196.Further more, why the battery case was empty and broken as I found this morning? What kind service they provided to charge me $196? They don’t have a certified HVAC technician of their own. When they couldn’t fix by just cleaning, they call someone else to come. Then, there’s a charge. My question is why a brand new fireplace has technical problem every year? Yes, I have pets but it was not fixed after Kate cleaning it.Correction - it was $197.75

Super customer service!

We are very pleased with our new fireplace and the speedy, professional experience we had with Martin's Fireplace. The staff are very friendly and knowledgeable about the different products, and the installers were extremely professional and accommodating to all our needs. Fantastic experience all around; would 100% recommend Martin's Fireplace!

Terrible experience. I would NEVER recommend this company. They had quoted us $8, 100 then came with a sad story that and it was too low. We ended paying $12,050 Then we smelled gas and to find out their men punctured the line with the nail gun. Six months later they came to repair and to gain access they cut the drywall and covered the hole with a grate. It spoils the look and I complained I didn’t want a grate. We advised Martins we had overpaid $2800 but no contact from Martin`s, we’ve been ghosted. Doug was very rude.

Very very helpful people. Went and picked up a fireplace and they helped me get it back to my home safely. Would very strongly recommend dealing with them.

Doug and Kate are awesome to deal with. Despite the challenges of COVID, our new gas stove was a great choice from Martin's. The buying and installation process was a class act. Honest and dependable, combined with their knowledge and experience our buying decision made us proud to have their product in our home. Buy from them and you won't be disappointed like I was with their competitors. They are small enough to care and be personable and big enough to out class their competition.

Martin's did an excellent job of handling all of my questions and made sure we understood how to safely operate our unit. Also Tozer heating and air was very accommodating on the installation to make it a smooth transition. Thank you.

The best customer service from Doug and Kate. Always very kind, compassionate and quick to respond to inquiries. They have a wide variety of fireplace options, they are very accommodating and very helpful through the process. Nothing but excellent and professional service from Martin’s.