Fireplace Solutions

Had a fireplace installed by them in our new home. It was missing a trim piece. Took multiple emails and phone calls to get responses and finally have them admit that it was indeed missing a piece. Finally scheduled a service call and had no information about time frame. After three emails and two phone calls I finally got a time frame of 10 – 2. Day of service finally got here and there is nobody here. Finally get ahold of service tech and he is an hour out and says he has til 4pm to show up. Service tech was the only kind and responsive one there. I took an entire day off of work to get a single trim piece fixed. And it still is not fixed. If you want customer service, don’t go with this company.

Simply horrible. I found Fireplace Solutions on the Eldorado Stone website and stop by there gallery to find some stone for my fireplace. First off the door said interest to suite B when I entered that door it was a separate company that seemed rather annoyed, and said I should talk to fireplace solutions next-​door. Bwhen I found someone next-​door he also seemed annoyed with me and said he only dealt with builders I asked if I could still buy stone from him and he said yes and gave me his card for my order. Despite the bad customer service I persevered found the stone that I wanted from the website emailed him my measurements and a stone and everything and seven days later I still have not heard back from ken. I finally found Sisler’s stone in the Falls church and they have been awesome I was able to order it right over the phone and they said it will be with in a week.

Absolutely horrible. Stay away. These guys will not follow up on any questions you may have and they are unprofessional. They charge too much for the fireplaces they have, because there is not enough local competition.

I DO NOT RECOMMEND. DONT BE CONNED. FIND ANOTHER COMPANY
zero customer service. Once they are out of your house there is no service unless you pay the $ 150 – 195 just for coming out. they tried to install fireplaces i didn’t order and just figure out they «sold» me a 24 «log set when in fact it is an 18» and wanted to charge me $ 195 to come out and measure their mistake!!!
Stay away. Use Offenbachers or anyone else than these slicksters.

Very professional and knowledgeable. We got exactly what we wanted for a great price. These people are very easy to work with, sent videos of the fireplaces we were considering after we visted their showroom, and answered all our questions. We visted the showroom on Saturday and our replacement gas fireplaces were installed by Weds. The installer arrived right on time and was here for the exact amount of time we were told. He was extremely friendly, professional, respectful, and was very patient explaining how to work the fireplace. They removed our old non-​working gas fireplaces and replaced them with beautiful new ones. The fireplaces are gorgeous and we are thrilled! I would recommend this company to anyone who asked, and I’m extremely picky. Overall, this was a great experience and we are very happy customers. If there were 5+ stars I would give them!

Hired fireplace solutions to install a gas grate in a ventless fireplace in a new house. This is a very easy job, and they somehow couldn’t handle it.
My wife is an architect, and has referred several customers to fireplace solutions. They have complained that these guys are very difficult to work with, and a basic headache.
When they came to install the grate (for $ 460) there installer broke a ½″ fitting (basically a bolt) with his wrench. Did he fix it? No. Of course, not. Instead he refused to finished the job and used the lame excuse that our plumber would have to deal with it at our expense.
I complained to our sales representative, Pat, who couldn’t care a hoot and did nothing. We are a pretty large customer, so if they don’t give a crap about doing the job right for us, I assure you, they will screw you good.

From the moment we contacted Anita about purchasing a Lennox Fireplace, to the email correspondence about pricing and availability, to the pick up at the shop and meeting Kevin and all the folks that helped us, we could not have been more pleased. As business owners ourselves we were thoroughly impressed with the care and kindness of everyone we interacted with. Fireplace Solutions has been a shining example of what small business can offer that large corporations often dismiss.
Many Thanks, John and Diane MacPherson

My wife and I didn’t know who to call about our fireplace. We had cold air coming through the bottom vent and it always made our family room colder than it should be in the winter months. A friend suggested Fireplace Solutions. I called them on a Thursday and got a scheduled maintenance for Monday. The guy called me before the appointment and was polite enough to tell me he was sick before coming to the house. It didn’t bother me because 1) I needed someone desperately to look at the fireplace and 2) my wife and son had already gotten sick. When he arrived it probably only took him like 20 minutes to inspect the fireplace and prevent the cold air from creeping into my family room. He gave me some suggestions, told me how to prevent future problems and advised me to run the pilot light during the winter to help warm the area. He even walked with me outside to inspect the side of house where the fireplace was to make sure there were no cracks or spaces to allow outside air to come through the house. The fee was $ 195, but I felt like it was worth it. He seemed to know what he was doing and he gave me good advice.

Very disappointed. I was referred to Fireplace Solutions as a very good service provider. Unfortunately when I called, they do not service fireplaces that they didn’t specifically install. So, if like me and you bought a home with a fireplace, you’re SOL. I’ll pointedly refer friends and family away from this business