Fireplaces Unlimited

Thank you for a fast, professional seamless job on our installation and framing of our new gas fireplace!

The original experience to purchase our fireplace and the installation was great. Since then, it has been the complete opposite. We had an issue pretty soon after install where the pilot would not ignite and turn the fire on. It never became a big enough annoyance that I called for help. Recently the fireplace just stopped turning on. I phoned the service department, and waited a week for a return call. That call never came and I finally called back and booked an appointment. The service tech couldn’t fix the issue because he didn’t have the part (which is mind blowing considering the size of the part vs the size of his service fan, and the feedback that it was a common issue) so he instead left the pilot light running constantly as the solution, even though it shouldn’t have to with the model we purchased. I asked the service tech what to do and he told me they’d have to book another appointment. He also told me that they’ll call to have me pay the invoice. I waited about 5-6 weeks and finally decided to call them. I tried calling last week and my message was never returned. I called on Tuesday to speak with the store manager. She wasn’t there, but I was assured she would call me the following day. Then I got an email from service trying to book a follow up appointment. I phoned on Wednesday again, and this time I was forwarded to the managers line, and I was able to leave a message, but didn’t get a call back. Thursday I got another email saying the manager was out but would call me today. Today came and went without a phone call. At this point I don’t even know what I want, other than to tell the store manager just how utterly painful this experience has been. I’m dumbfounded how disorganized this department is. Rant over…

I purchased my fireplace and it was installed a couple of days later. The employees were very knowledgeable and professional. I would highly recommend Fireplaces Unlimited.

At first I started with a different company, after the first inspection the quote was extremely high and felt I was being taken advantage of. After asking around, Fireplaces Unlimited was recommended to me. After the work was done, I found the pricing to be far less. The quote I was given was honest fair and and the work was excellent from start to finish. I would recommend this company to anyone. Rob Delaplace.

Good installation; however, no instructions given to us. After they left, the fireplace room filled with smoke. We called the company and they said it was normal and that we should leave it on for 4 hrs. No follow up call. Poor service, in that respect.

We had a little hiccup at first when the unit we ordered wouldn’t fit. But we were very impressed with the urgency of the staff to make it right. They quickly provided us 2 very fair and reasonable options on how we could move forward. Installers were fantastic. Very friendly and respectful of our home. We opted for a full fireplace demolition, they worked hard and they did a great job! We are thrilled with the fireplace quality and install. Thank you!

Walked out today after my husband asked for more info or a printout fact sheet for the specs of the fireplace. The guy flippantly walked off after telling my husband to just “take a picture”. The sign had no info on it aside from the width. We had more questions but my husband wanted to find somewhere else to go with better customer service. My husband is an extremely patient man so his exasperation speaks volumes. We won’t be back and would never recommend this place. It goes without saying that we won’t be buying from them given that no further information was offered to us beyond the sign in the show room which listed the widths it came in.

It was a good experience to buy the fireplace. We didn't get the installation done by them. Pilot light goes on but the fireplace does not turn on. NO HELP. There is no one who will talk on the phone and try to help. I was told to read through the manual or pay $150.00 for tech support. They should least have a person to troubleshoot on phone.

Excellent company to deal with. Installers arrived on time with the correct products and got the job done quickly. I would recommend this group to family and friends.

Fire Places Unlimited were fantastic. Jesse came within a week of calling and he made our fireplace look like new. Highly recommend! Thanks for fixing it!