Fireside Home Solutions

Ugh. Service is terrible. I had an appointment on Monday afternoon for a warranty replacement. I waited all afternoon for them to show up. No one showed up or even called. I called them on Wednesday to ask what happened. They said they had changed my appointment to next week yet no one had called me. They then said I could have the 1^st appointment from 8−10am on Friday. And so it is Friday and 10am has passed. I called and they said they did not have me as the 1^st appointment but can come out between 11am-​1pm. And so I sit here waiting for them to arrive. Will they show up?
Just walk away…

I needed some technical advice about adding a blower fan to a pre-​installed gas fireplace. Totally as a courtesy, 2 service techs from the Kent store phoned me back and gave me all the important info plus tips for installation options. They were patient, friendly, and well-​informed, and there was no attempt on their part to milk a job out of it. I feel confident they would do good, honest work if I ever needed it.

After receiving a quote for over one thousand dollars to rebuild our fireplace when it wouldn’t light, we turned to Fireside Home Solutions. They quoted around $ 390 to clean the fireplace and hopefully get it working again. The guy came around yesterday and within 10 minutes had the pilot light lit. He was a good humored, helpful engineer who also taught us a lot about how the fireplace worked, cleaned it up so it looked brand new, and even added burning ‘embers’ that make the fireplace look even better (I’d never even heard these embers existed).
In short, a helpful, honest, and extremely efficient company who I would recommend without reservation to anyone. You are brilliant and thanks so much for making my living room warm again!

If I could give this business ZERO stars, I would. The backstory… I have a Montigo gas fireplace. It suddenly stopped working (still under warranty). I opened up the bottom to have a look and saw a battery pack with four batteries next to it. I loaded the batteries in and the fireplace worked again. However, knowing this is only a temporary solution, I called Fireside, the folks who installed it in my brand new home. On October 23, a tech came out to see why the switch wasn’t working.
He wrote the model and serial #‘s on the work order, determined it was an adapter/​transformer that went kaput. They’d have to order it and come back. Weeks go by and then I get a phone call from a woman at Fireside needing the serial and model #‘s. Little did I realize this info was ALREADY on the work order. Mistakes 1 & 2. WEEKS had gone by and now they need the info?! Info that was on the work order if they had actually LOOKED at it! So… I open up the fireplace and provide the info. More weeks and weeks go by and after several calls getting nowhere it’s finally Christmas time. I call AGAIN (at least the 4^th or 5^th call). I’m told Montigo is closed for the holiday season and after Jan 4^th they’ll be able to contact them again and get information. At this point I’m furious. It’s not information needed. It’s the fucking adapter. She leaves an email for them and tells me she’ll call me asap when she hears. Once again, no follow up despite promises to do so. It’s Thursday, Jan 7^th and once again, I have to call to see what’s happening because now even the battery pack isn’t working despite that I replaced the batteries.
I finally get to a supervisor to attempt to sort the mess. Three months later, these clowns are JUST figuring out that it’s an adapter that’s needed because the tech called it a transformer despite that apparently this is common vernacular to refer to it this way.
They have dropped the ball at every turn and apparently their employees don’t even know what’s needed. The tech did his job but why on earth the gal answering phones is handling ordering parts is a complete mystery because she doesn’t know diddly about it. She screwed it up every which way. So 3 MONTHS later, these idiots still haven’t handled the problem. I had to get really aggressive on the phone to get to a supervisor and get some movement happening to escalate the problem. Terrible responsiveness, terrible customer service and complete idiots running the show apparently.
Save yourself and go elsewhere for service because you won’t get it here. I’m calling the Better Business Bureau next. Once these clowns get the adapter and install it, I won’t EVER be using them again.

I waited for a long one and nobody even acknowledged that I was there. I was ready to to buy 2 fireplaces but took my business elsewhere. The folks at Sutter Home and Hearth in Seattle were much more friendly.

We´ve been waiting for 10 days to get a quote to repair our garage door.

We needed new garage doors, or so we thought. So we contacted 10 garage door replacement companies looking for someone who would come to our home and assess the situation. Of those 10 companies only 3 were willing to do this, the other 7 had the worst customer service I’ve experienced in a long time and kept trying to sell us doors over the phone. Our contact at Fireside Home Solutions, Cory, was incredibly polite, didn’t try to sell us anything over the phone, and quickly set us up with techs to inspect our garage. Turns out we needed way more than just doors. Our existing system was antiquated an in such disrepair that they were amazed the springs hadn’t failed and potentially injured us or damaged our home. After taking the time to show and explain how our current system was a death trap and answer all our questions about the new system it was only a short wait for the new doors and openers to be ordered and installed. When the big day arrived I can’t believe how quickly and quietly the guys were able to remove and install our new doors! Again the guys took their time to explain the new features an were incredibly polite!
We are so happy with the service we received from Fireside Home Solutions but we are also very happy with the pricing! They beat all the other companies for parts, installation, and removal of our old system by greater than 50%!!! My only regret is not having grabbed a bigger handful of business cards! I would happily call Fireside Home Solutions again for any home repair needs they are able to provide!!!

The Bön Qui Qui skit on Mad TV was one of my favorite skits. In this skit, Bön Qui Qui deigned to provide customer service at her place of employment, King Burger. My amusement for this skit became my reality today when I regretfully stepped into Fireside Home Solutions. We had a few, simple questions regarding a fireplace. We approached an associate who clearly had better things to do than to spare us a few minutes of his precious time and who responded to every single one of our simple questions with, «You’ll need to talk to the service department.»
This place was a waste of time. Perhaps they should take a lesson from Bön Qui Qui and change their motto to «Welcome to Fireside Home Solutions where we can do it your way.. . but don’t get crazy.»

Wally Ren, the sales person we worked with, was helpful in explaining our options and guiding us to a selection that meet our needs while staying within budget. He was very responsive to our follow up questions and came to our home to make sure the gas insert we purchased would work well in our space. The install process was the best part our our experience. Though the install team didn’t have parts for our unique project they made sure to go by Home Depot then came back and worked late until the job was done. Really appreciated their willingness to get the job done on the day they promised.

Once we made the decision to replace the fireplace in our family room, we contacted 4 vendors expert in their field for information on product specifications and installation. Out of the 4 vendors only one surfaced to the top as an expert with detailed knowledge of their product lines, manufacturing clearances and potential installation challenges we were facing.
We met Cory DuPuy when we visited Fireside Hearth and Home’s show room in Bellevue. Cory is an extraordinary sales person with extensive product and installation knowledge plus he has an incredible personality and customer centric/​customer satisfaction attitude. Every step along the way he was clear in his communication he wanted us to be happy. Cory guided us through the fireplace selection process giving product recommendations for the room; worked with our designer to make sure her expectation were met and showed her ‘he cared’; was at our house with his installation team making sure they understood what he wanted done; and he thoroughly followed up after the project was completed to make sure we were happy with the end result.
All the professionals we worked with at Fireside Hearth and Home (Cory plus his installation team) have a customer centric attitude. Everyone’s focus was on our happiness and total satisfaction and having a finished product we would be happy with for many years to come.
We highly recommend Fireside Hearth and Home and working with Cory DuPuy. He is the ‘best of the best’ in his industry and you can count on a prompt response, a caring attitude, and total customer satisfaction.

Our fireplace glass shattered. Ordered the glass and scheduled an appt with fireside. Everything went smoothly and technician was informative and professional. Great service!

Customer Service is terrible. All they are interested in doing is scheduling a $ 300 service call for a unit that is under warranty. They have disputed the warranty even when the manufacturer has confirmed it. Very sorry that I purchased my fireplace from this company.

This place has the worst customer service. It is probably a fine place to go and buy a fireplace if you are a contractor or homebuilder doing a high volume purchase. But if you are a homeowner, they don’t give you the time of day or return your calls. I unfortunately fell for the nice showroom look of the place, and bought a «lemon» of a fireplace. They don’t bother calling you back, and just don’t care.
The fireplace I bought from them requires a yearly $ 285 visit from a «service» repairperson. The fireplace works for about two weeks, then needs another «service» repair job… for another $ 285. Quite a racket if you ask me.

Gotta say worst customer service ever! I walked in, did not get a greeting, started looking at the models for about 10min. Finally I found the sales guy talking to another customer. I waited again another 5 minutes without receiving any greeting again. So I had to ask the sales guy if there was someone who could help me. He said no, I’m the only person here. So I asked how long until he would be available, and he told me I don’t know. Was he effing kidding? 15 min to even get an acknowledgement and another who knows how long to get help? Seriously, do not go there save ur time! Or maybe call ahead of time to schedule an appt since they only have 1 employee with horrible customer service skills. Btw if I could give 0 stars I would. Very disappointed, should have checked the previous reviews before going.

This is reviewing the Kent location. Two months now and they still haven’t fixed my gas fireplace. Came out first time and they said nothing was wrong but 2 days later it didn’t work. Came back again and said it was pilot light and had to have it replaced. They had to schedule me out another month because they were so busy, said they accidently cancelled the part but assured me it was reordered, but now we were told this morning that they either forgot to order the part or can’t find it! Really? I have called sevearl times this morning and they say they will call me back but so far no one has. Finally I called again and leave a message and they called me back to say they located the missing part and would be out today. The tech shows up and it wasn’t the right part!!! And I tried to call this place and while it says the were open till 6 they had their «you have reached us after normal business hours» message at 4:45pm on Weds. So they didn’t want to help their customers. So now 2 months later, 3 visits later, we still have no working fireplace and now we have a 4 day holiday weekend. UNBELIEVABLE! I will be looking elsewhere for repairs. As it stands it takes them 3 – 4 weeks to get you scheduled each time. I cancelled our garage service too as I have no faith in them after these multiple errors and very poor communication. I have wasted far too much valuable time with them and nothing has been fixed. No one from the office even called to apologize! HORRIBLE!!!

Two times ignored. After they «lost» my information I revisited store. Salesman finally came to house, measured and said he would send a quote that day. That was two weeks ago. Must be doing something other than fireplaces there, cant imagine paying rent there as fireplace store when they don’t want to sell anything. Waste of time…

Asked a question about removing a gas fireplace and putting a new one in. Unbelievably rude! Answered ‘we’re not a contractor’ again asked about first removing our old fireplace, answered ‘do you have another question.’ Will never step foot in that store ever again and deal with pathetic nasty people like that.

We were in the market for a Big Green Egg smoker, but we weren’t sure what size we wanted to buy. So we decided that we should go see the XL and L BGE in person before making a decision.
Being an avid Unilocaler, I looked up this place on Unilocal and Google prior to going in. I wasn’t impressed by the reviews. I called around, and they were the closest place that had the XL & L BGE in stock. I decided we should just stop by to just look at them here.
We walked in, and the only salesman was helping other customers. We walked past him, and we weren’t acknowledged. Not a big deal; he was busy with customers. So we walked around the store to look at the eggs and accessories. After we were done looking, we sat down, and waited for about another 5 minutes before being greeted. Again, not a big deal.
We started inquiring about egg prices and tables. Rob, the salesman, informed us that the XL marbled top table and the L table were the same price since they were basically the same table with a bigger hole cut out. He also informed us that some people had difficulty with keeping a steady temperature with the XL egg vs the L egg. So we decided to leave and do some more research before making a decision.
Fast forward a week, and we were in the Tukwila area checking out the BGE at a different store for another inquiry. We asked about their prices, and they said the XL marbled top table was almost $ 200 over the price we were quoted at Fireside. We asked if they could match that price, and they said no. I wondered if we were misquoted on that table price. I called Fireside to verify the misquote, and sure enough, it was. I asked if they would honor the quoted price, and they said they would. Fair enough.
Because of them honoring this price, I decided to go with them. That was a mistake of EPIC proportions.
When I called on a Tuesday to ask how long it would take to deliver it, they said they could get it there by Thursday if we placed the order by Wednesday morning. Granted, I wasn’t able to place the order by Wednesday since my dude was still trying to decide on XL vs L. I ended up placing the order for an XL on Thursday. I received an email 2 days later saying it would be delivered by Wednesday. What? I asked if they could speed up delivery, and they said they would try.
So this thing shows up on Wednesday, and they just plopped the boxes on our deck. My dude asked «Umm, aren’t you going to assemble it?» They said «We weren’t told we were going to assemble it. Did you pay for assembly?» Heh, no, I wasn’t told about an assembly fee.
I called the office to inquire about the assembly issue. I looked all over the contract, and it mentioned «Installation must be …» Little did I know there was a check-​box for installation that wasn’t checked. Sigh. They didn’t even MENTION assembly fees for it when I placed the order! Apparently when they asked Rob if they were to assemble it, he told his office it wasn’t for assembly! I asked if they did free delivery, and he missed his big chance to up-​sell assembly. I have a bad back, and there’s no WAY my dude could put together that thing by himself!
After telling them they can either come out and assemble it or they can come out and pick it up for a return, they agreed to assemble it. They spent ~2 hrs putting together the table & BGE. My dude went outside to check on how they were doing, and he saw that they had delivered the wrong table! UGH! When he told them it was the wrong table top, they said they would deliver the other tabletop next week. My dude told them «Alright then. I’m cooking on this thing this weekend.» Their response? «We’ll get you a new tabletop this afternoon.»
We were getting ready to cook on it, and we noticed the egg was just sitting on the wood table directly. Let’s think about this: hot ceramic, hot coals, on wood … that kindles. Hmm. After doing some research, sure enough, not only would that void our warranty on our BGE if we cooked w/​it directly on the wood, but it would have set our table, deck, and *house* on FIRE! Considering we would have put a brisket on the grill overnight for 16 hours, this could have been a disaster of EPIC proportions! Never ONCE did they explain «You might want to put something underneath that egg»: not during the sales pitch, nor during the 2 hours they spent putting the table together and putting the egg DIRECTLY ONTO the wood, and certainly not during the time they spent taking the egg apart and putting it back together when they replaced the tabletop. We’ve had to painstakingly take the BGE apart to put a spacer underneath it.
I didn’t tell them to come pick up their product (since they did not deserve my patronage) simply because I know it would have been a major hassle to get the egg back to them, and I’m sure they would have tried to charge us some MORE fees.
Do NOT give them your patronage. Almost setting my house on fire = kind of a big fricking problem.

We visited Rich’s (in Tacoma) for their big «After the Fair» sale, and were totally ignored for 25 minutes! Next, we tried Aquaquip. After being told my their sales person that for a certain trim piece, «I could just get a piece of sheet metal and spray paint it black,» we finally found Fireside in Kent. We thought we’d found Nirvana! Beautiful showroom in Kent, knowledgeable salesperson, (who we later found out was the president), and the most realistic looking log sets with supposedly «the largest viewing window made in the industry.» We put a $ 2500 down payment on an insert for our living room and another upgraded insert, with a fan and adjustable flame height, for our family room.
Both inserts remained with the fronts covered in their original cardboard until the tile work surrounds were finished. At that point, I called Fireside to set up an appointment for the «light up» procedure where the logs and «rock wool» (to make glowing «embers») are put in place and the customer is given instruction on the operation of the insert as well as the remote. This is the point at which I lost all faith and contentment with Fireside! I made many calls to set up this appointment and most weren’t even acknowledged for 3 or 4 days usually with some type of excuse: the Holidays, the big storm, etc. I finally was able to schedule someone to come out and get my inserts working and was relieved. .. until he showed up. The service tech. they sent to my home was a nice guy but. .. knew absolutely nothing about either of my inserts! Between the two of us, we had to actually read page by page of the owner’s manuals to complete the assemblies! During his visit I noticed the ceramic glass front was broken on the family room insert. The tech. assured me it would be replaced and said it would be fine to switch the front from the other fireplace so we could at least have one working insert.
Numerous calls were made to Fireside to follow up on the glass replacement as well as to assure me that a different, knowledgeable technician would come out next time! When the next tech. came out to replace the glass he found that the glass front that had been swapped was now warped and would have to be replaced!
After both glass fronts were replaced, I noticed an intermittent inability to control the flame height in our family room. After being given a new remote, the problem persisted. More phone calls! A technician replaced the control module and the problem still persisted. At this point, out of sheer frustration, I called and demanded to talk to someone who would actually listen to my problem. I spoke with Steve Tate (management?) who was the first person who actually seemed to care and promised to do whatever it took to get the flame height working as advertised. Steve came out and replaced, I believe, the regulator and after more than four months since installation, I now have two fireplaces working as they’re supposed to!
I mentioned that we were required to put a 50% deposit down to order the fireplaces. While we were out of town, my wife was looking at our bank statement and happened to notice that Fireside took the balance owed ($ 2679.35) out of our account, without notifying us! This resulted in us being charged for insufficient funds!
I remarked to Steve that my wife and I thought we deserved some compensation for all the frustration involved in this and told him we were interested in a magnetic front with doors to make our family room fireplace look even more realistic. I asked him if there was anything he could do for us. He responded a few days later willing to sell the front we were interested for 50% off. The front was $ 759 meaning we’d pay $ 379.50! Or, he had another, less appealing, front regularly $ 349, and we’d pay $ 174.50! I told Steve I’d discuss this with my wife and he assured me that if I had any more problems with my inserts that I had his number.
I am very grateful I finally spoke with Steve and that he came to our home and fixed our ongoing problem. And my wife and I are once again pleased with our purchase as we believe Fireside sells an outstanding product. However, considering all the time and frustration I’ve had with after-​the-​sale service, the thought of handing over any more money to Fireside, despite their «generous discount,» is really unpalatable!
We recently had over $ 100,000 in home improvements done to our home and every bit of it, from tearing down walls to relocating plumbing went without a single problem. Fireside more than made up for it!

They have a good selection of gas fireplaces and the installers were great. Friendly staff as well.