Pioneer Fireplace

My wife and I required the replacement of an older unit in our home, and have dealt with the Parksville store in the past and was happy with the pricing, service, and installation. Graham in the store was very helpful after listening to our requirements in recommending a high efficiency Valor Horizon fireplace. Although, cheaper units were available, we decided on this unit, because of the features available that we wanted. Graham arranged for a preliminary inspection, and we mutually agreed on an installation date that would work for both parties.Chris and John arrived on time, completed the installation in a timely and neat manner. They were both courteous and informative, while giving a thorough briefing on the unit and operation of it. The final invoice was as quoted, and they were helpful in helping us apply for the Fortis Rebate, which we were eligible for.In Closing we have no hesitation in recommending Pioneer for your fireplace needs.Sincerely,Kim SharpeQualicum Beach

If you are considering purchasing from Pioneer, prepare to be frustrated. The sales experience is good, but the service is poor. Communication within the business is poor. Communication with the customer is poor. You will never know if or when the installer will show up. When he does, he will not have adequate parts. We are still waiting for a half hour appointment to finish the job, and despite being aware of our frustrations no one is contacting us with that appointment.

My husband and I were so impressed with the service and the product we received recently when we purchased our new Pacific Energy wood stove. Pioneer was efficient and professional and made everything from buying to installation to getting a rebate from the RDN seamless. I rarely post reviews but we were so impressed with the pricing, selection, service and installation that I had to this time. Thank you Pioneer Fireplace.

They never show up. Keep postponing and don’t reschedule. Literally no service after the sale.

I bought a chimney from another local fireplace dealer. I had a problem. I went to 5 different places for a resolution. Pioneer was the one. Recommended by both my neighbours. They (Pioneer) were professional, had great quality products and most importantly, was knowledgable and competent. For me, competence is so important. I'm a senior with attention disorder. Thanks to all at Pioneer.

We had a very positive recent experience purchasing a Firepit Table from Pioneer Fireplaces. The sales personnel were friendly and very efficient as they diligently pursued trying to locate a suitable unit for us. None of the larger stores had any availability nor were they interested in trying to locate this item this year. The Pioneer staff however, kept in contact with us and after the initial table could not be obtained, were able to locate a higher quality model for us at a very reasonable price. This model was exactly what we wanted and is a very high quality firepit table. My wife and I appreciated the close contact they maintained with us and highly recommend this store to others.

Bought a $3,000 wood stove that fell apart within a year. No help from this business or pacific energy . I’m stuck with the bill. So much for warranty

Wow! Graham you’re the BEST!! Not only did we get our installation today, you also made sure we got the Classic Arch front plate on time as well.Thank you!! Thank you!! Your professional service was exceptional as was your consultations with us. Very much appreciated.We’ll highly recommend you anytime we can!P.s. John did a great job on the installation today!

Absolutely abysmal customer service. They have been at my house numerous times and the install remains unfinished. I dont like to slam a business but this one deserves it. On top of the unfinished work they made several bad decisions. They declined having the roofing company install the boot which is unbelievable and they shipped a pre-assmbled fireplace which got dropped and almost broke someones leg. They had to disassemble the fireplace to get it onto the hearth. The last install" was a month ago after which they were to return to put in a fresh air inlet. I have talked with various people and they seem very confused. They are however very good at reminding me of my unpaid bill. This one is probably headed to small claims court."

Ordered a wood stove, was told to go to nanaimo store to pick up. Went to pick up and was told to go to warehouse but the guy went home and to come back again. I made a special trip just for it, no offer to help whatsoever. Wasted my day. Thanks.