Pioneer Fireplace

Very helpful. I priced glass for my woodstove all over town and they beat the best price by over $100.

Excellent company. Professional and pleasant from initial contact to installation. All my questions were answered and at no point did they try to up-sell me more than I wanted. The conversion from my pellet fireplace to gas went without a hitch. I definitely recommend this company without reservation.

Highly recommend from purchase to installation. Easy to deal with, from Sales person to Installation.... Awesome Fireplace perfect size keeping me nice and warm.

I bought my fireplace from pioneer over the phone and email from Graham. It was fantastic. He emailed me the brochures and then I would phone and ask questions. He was so very patient and very informative. My install was delayed about a month due to delivery but as soon as it came in they were here. Peter did an awesome job installing the fireplace and was very quick, unfortunately a part was missing and had to be ordered but was here within the week and Peter was right back and completed the job. Once the stone was completed on the front I emailed pictures for my WETT letter. After I hadn’t heard anything for 2 weeks I started phoning. I wouldn’t say I got the run around but I didn’t get my letter. Finally a month after emailing my pictures I got my letter. I would recommend pioneer fireplace but would definitely tell of my experience.

The staff and quality of the products at Pioneer Fireplace are outstanding. We received excellent support in making our decision about which fireplace to purchase, including clear and detailed information about the installation, output, use, and aesthetics of the many options.Initially we planned to do our own installation, and the staff was helpful with all of our many questions. Ultimately we decided we would rather bring in the experts, and we did not install it ourselves.We scheduled installation and Ted and Al were professional, knowledgeable, and were able to give us clear, accurate, and useful information about how to run the stove. They had a truck equipped with everything they needed from tools to alternate parts. Ted and Al are amazing! They made a difficult installation seamless.I highly recommend Pioneer Fireplace in Nanaimo and am grateful for the excellent experience I have had working with them.

Pioneer installed a very expensive, beautiful fireplace in our new build. A couple months later we experienced a serious leak and that caused thousands of dollars in damage. With destructive testing it was found to be faulty installation of the chimney. I contacted them and was told to send the video / photos showing the damage and cause. Weeks later, multiple follow-ups and no one has even connected with me. I’ve experienced poor customer service before but this is another level. Do not trust these guys with your home.

I'd recommend Pioneer Fireplace in a heartbeat. They replaced a stove for me and have been better than most each step of the way. Their sales team were really pleasant to deal with and totally helpful; the installer was knowledgeable, efficient and tidy (and a lovely guy); and post-sales has been excellent. They're so helpful and won't try to sell me things I don't need. Satisfied customer.

They installed a fireplace insert in my home. The first time we went to use the fireplace the seal fell off the door and they said they couldn’t fix it for over two weeks. The damper system on my stove isn’t working properly and the door still isn’t sealing and it’s been like this for months. All I get told is they are booking months in advance. No priority given to customers who have already paid, have to collect other people’s money first then maybe come honour any sort of warranty.

Our old fireplace is dead. I have contacted several fireplace stores and they are the one who responded promptly and price is reasonable. Thanks to Chris and Shaw from the showroom, they are very helpful and friendly. Thanks to John and C.J. for doing the installation, they are very thoughtful for clients.