Fyre Place And Patio Shop The

Purchased 2 fireplace inserts. Paid in full. Installers from store installed units and chimney liners and chimney tops. 2 days later, one fireplace fell apart. A few weeks later, chimney top fell off. Was not replaced by this store and had to get another independent tradesperson who was also a WETT inspector to finish and correct work done by this store. Contacted the store several times by phone and finally in person. Was told call the sales person" No reply from sales person. Did not provide safety certificate to owner although this was promised IN WRITING on the bill of sale. Lousy place to do business. They take your money and refuse to honour warranty or service the equipment they install. Owner not available to discuss problems. Four years later

Just had our new Arlington gas freestanding stove from Napoleon installed today! Looks great! Installation was excellent... very professional, super cleanup, lots of customer support in the form of instructions, guidance, and answering all our questions!

Unfortunately there is no zero rating as that’s what I would like to give. Rude customer service, technicians that just guess rather than diagnose the problem. Multiply visits for repair, hundreds of dollars later and my fireplace is worse than before. A complete an utter disappointment! Paid the bill in full, zero help from staff!

UPDATE: the awning was delivered and installed on the day that was agreed upon in September. The owner Paul, offered a free fireplace cleaning for the inconvenience experienced. thank you for hearing my complaint and finding a way to rectify the customer service.terrible customer service. i ordered a retractable patio awning mid july and was assured that it would be delivered in mid august. I have called numerous times to find out where the awning is, they say they will call back, and no one ever does call back to tell you the status of your order. they were however, quick to take the deposit on the awning ($1000). no word on where the awning is, or if it will be installed. I am now leaving town, and will not be able to check to see when they will install, or if it is installed incorrectly, or if there are any other problems until i return in 1 month. this causes me to worry whether or not i would be able to getany service if there is a problem with either my awning, or my gas fireplace that i also purchased from them. wish i had researched other businesses before i bought from the fyreplace, or that they had at least told me the correct information that my awning would probably not be delivered until fall. i would have waited until next spring.

We were happy with the product but had a few issues with the install. During our initial meeting with the sales rep, he told us several times that the install was very straight forward and gave us a quote saying they could run the propane pipe from the furnace to the area were we wanted the fireplace located without any concern. The price was what we were expecting to pay so we gave them a deposit. We were not at our cottage during the installation but were told that everything went as planned. When we arrived at the cottage the fireplace looked great and was working well. When I looked at the supply pipe, it was run in a horseshoe pattern around three walls of the lower level, not in a straight line as previously agreed. When we received our invoice we were charged an extra $250 for 50 feet of extra pipe. I texted the sales rep to ask why but got no response. After a week I left him a voicemail also without a response. When we mailed our final payment in, we sent the cheque with a note and with-held the price of the pipe. That's when the rep called us to say they ran into a problem during the installation and had to take the long way around due to ductwork. We called the store and was told that he is the sales rep but not an installer. The woman said that there is a clause on the sales agreement that says extra pipe may be required. I am no pro at this so I took their word for it. We had our furnace serviced last week and the furnace guy was asking about all the pipe for the fireplace. He was surprised at the reason we were given and felt that there was no merit to the extra pipe. It was his opinion there was no reason that the installer needed to take such an elaborate route. The original plan to run it along one wall and under the stairs would have been done easily. He is a service guy and not a competitor try to steel a client. This was repeated by a friend who works for Union gas as well. I was happy with the final product of the fireplace but didn't appreciate the run around. I am not sure if I would recommend or use them again.

We ordered a Napoleon gas fireplace from the Fyre Place in September 2020, and the fireplace was installed in January 2021. The installers were friendly, very professional, using drop sheets throughout the floor area where it was installed. They left the work area very clean.It was supposed to be installed in November, but the fireplace never arrived from Napoleon, due I'm sure to Covid-19 supply problems.My only recommendation to the Fyre Place would be to communicate the delays by email. I would recommend the Fire Place without reservation.

My brick chimney needed repair so someone recommended me to talk to Paul at Fyre Place. He asked me to email him a picture of my chimney. Paul was very friendly. He installs stainless chimney only. He recommended a few contracts who works on brick chimneys to me. I trust him to provide excellent service to his clients. He was very patient and answered all my questions knowing he wouldn't make money as my chimney is a brick one instead of a stainless one. I would recommend him to anyone who needs a stainless chimeny!

I went in to get a gasket for my Pacific Energy wood stove. Was given what I told them was not the correct gasket. They swore up and down that it was correct - that there was no other gasket for my particular stove. Paid my $46, took it home and installed it. After letting the glue set as per instructions, tried to put the door back on the stove. It would not close past 2/3. Gasket was way too big. Checked the internet - wrong gasket. Called back and explained the issue. They said no refund because it was installed (duh - how else do you find out its wrong?). Offered me a 20% discount off the correct $11 gasket. Total rip off. No customer service. No product knowledge. Would give 0 stars if I could. Stay away.

I couldn't have asked for a service better than what I received today. Mark replaced the burner and pilot assembly in my fireplace. He was thorough, professional and did a great job. He cleaned and vacuumed the area when finished and took away the empty boxes and the old burner for me. I recommend Fyre Place and Patio Shop for anybody who is interested in an honest and professional service.

Stopped in a few weeks ago to have a look as we are building soon. Customer service was horrible. The staff in the xmas side of the store ignored us the whole time we where there, the staff in the fireplace side didnt acknowledge us until we hovered closer to her. She told us what we wanted was no longer on the market due to covid, but she was told by suppliers they were not going to make double sided fireplaces any longer. We were also told they didnt give off heat so were just cosmetic. When I had a second question it appeared I was bothering her. After leaving very disappointed by this news, we decided to do more reading about what we wanted and found out none of what we were told at this place was true. We went to a different store, had a great experience with the sales rep. Fyre Place and Patio, please know customers want honesty and if you had of told us that you just didnt want our business this would of been a 5 star rating, not the 1 I am giving.