Flue And Flame

Andrew was my service Tech. He called twice before arriving to update me when he would arrive at my house. He was very professional, neat and organized. Andrew also demonstrated to me in detail what my issues were and how he fixed it as well as gave me some tips on how to get the most out of my fireplace. He did a Great job and I would Highly Recommend Andrew and Flue and Flame for your Fireplace needs!

I recently sold our house and during the inspection it was noted the fireplace didn’t work. I knew it worked 8 years ago but I couldn’t get it started and it needed to be working by closing which was the next day. Flue and Flame came to the rescue. I as able through Angela’s hard work, get me a tech out to our house right at the end of their work day. He came out and did some maintenance and cleared some safety issues and all is perfect. Had Angela not been able to schedule something we could have been in jeopardy in selling our house.
Thanks a million guy — greatly appreciated!

I was given their name for the manufacturer of my stove. Called for service and was informed they only work approximately a 10 mile radius for their office. I guess they can’t get good techs. They did not try to help with another authorized service tech and would not tell me where I can could by pasts. They actually stated they did not know where to buy part. Hmm Authorized Service rep for the manufacturer and don’t know where to get parts? Very rude on the phone. I was told I should have planned ahead. ??? How do you plan ahead for something that was cleaned and well taken care of to break. It was also stated that I did not buy the stove from them. Well the Stove was there when I bought the house, so how do you or I know that?
There are a lot better out there.

First and foremost, we are a very patient consumer and know things may go awry. That being said, we had scheduled a Lopi wood-​burning stove to be installed. We were informed that they would have to reschedule because the stove we wanted was not in stock. No problem, the installers came on the day that the stove was ready and put the stove in. Unfortunately the GreenStart we added on did not work correctly. They replace the wiring but then it kept tripping the breaker. Then Brian came by and noticed that the wiring was not grounded correctly. He answered a few more questions we had about the stove and chimney. Both Lani, Brian and the installers were very courteous to us, especially since we peppered them with more questions. We love our stove now that it’s working correctly. We would buy again from Flue and Flame. You do have to be patient because unexpected things will happen.

After two visits to diagnose, order parts and complete the repair, my direct vent gas fireplace now works even better than when it was new. We had a blower unit added that was very reasonably priced. Andrew and Coleman did a very professional job and protected our freshly refinished hardwood floor. Lani kept the part ordering on schedule, agreed to a follow up visit that was most convenient for us, and emailed the final bill to me within the hour of the repair completion.
If you are thinking about having your direct vent fireplace serviced (solid glass across the front) keep in mind that PSNC no longer services these units. I highly recommend Flu and Flame.

I purchased a Prestige Grill about a year and half and have loved it! Recently we had issues with the starter and needed it to be replaced. While it took a little time to communicate with the manufacturer, Lani resolved to provide the part since it was well within a warranty period even if the manufacturer did not agree. Additionally since it involved gas/​flame, She agreed to send out the technician to install and secure the part. We have purchased an additional grill cover and have used their chimney sweep services for our wood burning fireplace. Overall they have done a good job!

Negative stars. Failed to honor commitment provided by one of their sales people. Rude sales person and owner. Failed to return calls. Don’t use this company!
I response to F&F’s detalied comments: Our comments stand. A commitment was made to provide $ 179 credit for the inspection and clean, if we purchased the logs. The technician (who was very polite and professional) arrived and determined that the cleaning was not necessary but that we should have our flue lining removed and, in order for us to get the full value of the credit, he would do that job for an additional $ 49. We agreed to pay him $ 228 to inspect and remove the lining, with the understanding (which he confirmed) that we would receive the $ 179 credit if we purchased the gas logs per our earlier agreement with F&F. Simply put, when we followed up (not F&F) after the holidays, to proceed with our original agreement, F&F refused to honor this. Although it probably will cost us more in the short run, we chose not to do business with a company that fails to follow up and honor their agreements.
Sadly, Lani seems to have trouble with reality (dare I say the truth):
1) She indicated that F&F followed up with us after the holiday. Flatly false. I followed up on 1/​9, after we hadn’t heard from them for more than a week. I was promised a call back that day. This did not occur. I followed up again after more than 24 hours had passed at which time I was informed that they were renegging on our agreement.
2) During our conversation, Lani bemoaned that she preferred to work with «good people» and that we were trying to get «something for nothing» and somehow abusing their technician for having him come to our home «in the cold and the rain on the day before Christmas.» False on many fronts. We honored our part of the agreement and paid the tech for his agreed upon services at the quoted price. He came on December 21, not the 24^th, F&F’s request, which we accommodated although we had holiday guests. The weather was clear, we offered the tech water and coffee and expressed concern for his safety. The tech did share with us that his employers were requiring him to work on Christmas day, so it seems to me that if anybody was abusing their employees, it was not us.
If you choose to do business with F&F, proceed at your own risk.

Made appointment for a 1pm chimney sweep on a Saturday. They called me back the next day (Thursday) to ask if 2:15 would be okay, sure, no problem. 2:45 Saturday the sweep calls (half hour late already) to tell me he will arrive between 3:45 and 4:00. Guests coming around mean that doesn’t work, so no fire for the holiday week. Useless.

It took this company 3 weeks to get back with a quote for me. The quote obviously took 3 minutes for them to type up and no explanation as to why it took so long. In the meantime I found someone else to do the work for half the price.

Had these guys out a couple times; the general cleaning and maintenance on a gas fireplace was adequate, but they removed all the material that creates «embers» for some reason. They were back to replace the thermocoupler/​thermopile, which they did. In a month, it was not functioning again and they didn’t respond to inquiries to correct it. A year later, contact was finally made and they said they needed to charge all the full fees as I hadn’t told them the work didn’t suffice within 30 days of the service. I said I had contacted them several times and never heard a response; so I sent one of the e-​mails (that’s how Lanie had corresponded) I had sent within the time frame required. Never heard back. They are good on the sale, but not the follow up.
There are only so many folks servicing gas fireplaces and such, but I’m sure about any of them will offer better customer service.

We’ve used this company twice now. First, for a little inspection and cleaning last fall and again last week to replace the firebox in our 20 yr old woodburning fireplace. we appreciated their service as well as the quality of the job they did on the second job. We use our fireplace nearly daily from Nov-​Feb for ambience and comfort .
When we had the chimney cleaned last year, they told us that there was a crack at the back of the box. They did recommend replacing last year but said it would be okay for a little longer. So we waited and were happy to use them this year for the job because they were thorough and honest on the first visit.
Will use again.