Custom Fireplace Patio & BBQ

Recently purchased a gas insert. Paul was our salesperson. He came out to our home and measured the space. We selected an insert that met our measurements and budget. Over the coming days, we agreed on price and went into the store to finalize our selection and payment. Our insert was installed on time, as promised. The installers were efficient and respectful. During the entire process, Paul answered any question or would call us back with an answer. The entire process was very smooth. Even after install I noticed some of the black paint had chipped off the frame a little. The next day, Paul was there with paint and repaired the chip, even gave us the can of paint. Hopefully when we get to use it this winter we won’t have any issues. Got to test it a few days already and it works incredibly well. Very satisfied with our purchase and experience. Thanks Paul!

I had problems with my fireplace after the installation. My problems were always addressed. The repair person who came out was Paul Gomes. He had to come several times to get the repair right. He was always helpful, pleasant, and courteous. I would definitely recommend this company. It is so rare that a company actually gives good service after an installation and they have been paid.

My experience started off great and had new fireplace installed a few months back but been trying for over a couple of weeks to get my remote and someone to do the finishing touches (start the fireplace), etc and can’t get an appt. scheduled. Left repetitive messages during store hours and called and spoke with folks all promising I would get a call and no call.

What can I say, these guys were awesome. They went the whole mile and then some. The installation crew showed up and worked their butts off. There was a small issue on the install and they came out quickly and resolved.
There was a minor manufacturing/​shipping defect on some trim item and they worked with the manufacture (Heat-​N-​Glo), who also was great, and replaced the item. Steve came out each time to ensure all was well and done right. Great team and highly recommended.

I had a great experience with these guys. It was a pleasure working with Andy and his installer, Steve. They were courteous and pleasant. After the install we had a problem with a BBQ island drawer system and Custom Fireplace immediately responded and took care of the issue. They were constantly keeping me up to date with the status of not just my original order but the work needed to resolve the issue. I would definitely go with them again. Thanks guys!

I came to the store and spoke to Andy (owner) that we wanted to buy and install an Insert gas fireplace. He showed up to our house and did the quote and promised to send the quote.
It had been more than a week and still haven’t receive a quote or a call from Andy. Not so sure we can trust his words or business especially he’s an owner. At least he could of call and do a follow up. Too bad for him we went with a contractor for a completed make over with insert gas. Just wasting our time waiting for him to show up for a quote. Definitely, we will NOT recommended to our friends or anyone we’ll come across!
I am NOT a negative person, just didn’t like people making promise that can’t keep.

Visited the shop to purchase a fireplace and no one could be bothered to serve me. I gave it 15 mins then I left. Obviously my 5k didn’t matter. Read the other reviews!

I bought a new construction home in Dublin, which came with a medium sized backyard that was delivered by the builder as dirt. My dream was a BBQ Island that doubled as a bar, and so I came to see Chris at Custom Fireplace Patio & BBQ.
I was impressed with the options for custom design, and landed on a design with 30″ grill and power burner surrounded by rounded bar top on three sides. Then Chris asked me, what is this going to sit on? Pavement? Pavers? To be honest I hadn’t even thought about the rest of the backyard, I was fixated on my sweet new BBQ Island! So I had to find a landscaper and have pavers installed.
When Chris rolled the completed unit into place, my dream was fulfilled. It’s awesome. It looks like it belongs there perfectly. Everybody says my backyard is beautiful with that BBQ Island being the highlight.
I’ve gotten great service out of it, it is fine quality, and Chris and the crew at Custom Fireplace were awesome to work with. I’m delighted with the quality and service I received.

I wish I could give a better review. I really thought it was going to be a good experience working with Andy and his crew. The guys in the store were nice to work with in selecting a fireplace. Unfortunately installation was a nightmare. We had the fireplace installed as part of a remodel. It was difficult getting coordination between the fireplace crew and my contractor. I ended up having to call Andy a lot to get the fireplace scheduled and it held up construction several times. It was all about communication misses. We did a pre-​site walk through to make sure my contractor had everything ready. But it was never communicated that gas needed to run to the other side of the opening and that we needed additional electrical run to the unit. So my contractor had to scramble to pull these things which just adds costs.
Finally, the unit gets installed or at least that is what I am told when Andy call me on installation day requesting final payment. When I get home the unit isn’t operational. Another round of phone calls to find out they still need to get the unit hooked up and something put on the roof. More scheduling issues. When that crew finally gets there to hook up the unit and put the box on the roof I am told the unit cannot function because the upper refractive plate was cracked when they put it in. They will order another one but it will take two weeks to get in.
After two weeks I start the calling process again. Another two weeks of telephone tag I finally have an appointment to get it fixed. THen a no show on appointment time. Another reschedule and half day off work.
So here I am typing my review as they work on my fireplace. I purchased the fireplace in November. It is now the middle of March. I won’t really get to use it for another season. What a terrible experience with the whole thing.
Here is hoping that the thing finally functions. Not holding my breath.

Andy and his installation staff (DG Frost Construction) are wonderful to work with. They are on time, pleasant and leave your house spotless after finishing. Probably the most professional group of sales and installation personal I have worked with.
Being tired of not being able to burn on the frequent «No Burn» days, I was looking to replace my wood burning fireplace insert. My wife and I went to Custom Fireplace to see what our options were. Andy was extremely knowledgeable about all of his products. After seeing the look of the new gas fireplace inserts and the ease of all remote control operation, we settled on a gas insert instead of a pellet stove. This would totally remove the problem of not being able to use our insert on declared «no burn» days. Andy came to our house, inspected our existing wood stove insert and brick chimney. When I had the wood insert installed 20 years ago, I had a stainless steel liner installed also. This created an installation problem as the venting for the gas insert would not go through the stainless liner. The liner would have to come out. Problem was, as much as the installation crew tried, the liner would not budge. No problem. Andy did some research and walla — the solution was to use a crane. Andy made a few quick calls and a couple of days later we had a crane at our house. Once the liner was removed, the installation went very smoothly.
I find it refreshing in this day and age to work with such genuinely nice people. I highly recommend them.

These guys are great! I had them switch my fireplace to a gas insert several years ago. Great job on that in the first place. But I’ve noticed a lot of buildup inside the glass. Andy and one of his guys came out today. Quickly diagnosed the problem, pulled the fireplace apart and fixed it.
Its all about service! They remembered me and knew exactly what to do. Prices are competitive… and they rock on service. Doesn’t get better than that.
If you’re going to get a fireplace, I wouldn’t go anywhere else!

I don’t write many negative reviews, but then again, I only write positive reviews if a place has really earned it. My wife and I have been so impressed with Andy and Chris at Custom Fireplace during our long and drawn out purchase of new BBQ equipment for a yet to be built stone bar area in our backyard. Andy and Chris have both been patient, professional and very helpful throughout the process. We finally made our purchase and now are anxious to get the job going.

My first review for this place… And so far — 5 starts with no reservations. I called to get a quote on an AOG grill. Larry obliged — clear answers, no bull, good price. I called back to order and asked if I could get it fast. Larry made no empty promises — he checked with a distributor, and promptly called me back with options (which were well within my expectations). I asked for a Friday delivery — again, Larry obliged with no issues. He even called back the next day to give me a precise delivery window and confirm arrangements. Refreshing, as I usually find myself calling companies to remind them of a promise they made. So far, I couldn’t be happier. Will update the review once I take delivery, and will come back to it periodically as I turn to Larry for service and other grilling needs — I expect great service based on my experience to-​date. Kudos Larry and Custom Fireplace & BBQ.
BTW, my firs trip was to BBQgalore, which was almost as disappointing as my trips to the usual suspects (HD, Lowes, Sears). Very happy I invested time to research this, and found Custom Fireplace & BBQ.

A six star rating would be more appropriate!
This is the place, the absolute best service, fabulous quality, promises kept, and courtesy to boot… and oh my gosh, was I relieved. After months (March thru June) of dealing with several backyard BBQ dealerships, along the corridor from Livermore to Santa Clara, promises made, but never kept; hope rose, expectations quashed, I finally found the perfect match!
CUSTOM FIREPLACE, PATIO & BBQ is it… no kidding! Andy, Chris, and Paul met every expectation and came in at the perfect price point. These guys are terrific, doing exactly what they say they’ll do… and then some. I’d return in a heartbeat should the need arise, and as it turned out, they were right in my vicinity all this time.
Whether you’re looking for a particular BBQ, luxurious outdoor kitchen, or a modified set-​up at a very fair price, I’d definitely recommend this business… and if we re-​do our fireplace, these are the guys I’m returning to. Fantastic job, guys!

I was totally satisfied with all aspects of my experience with Custom Fireplace.
I wanted to change my gas wood burning fireplace to one that did not use wood, and instead used fireplace glass. I went into their facility a couple weeks ago and discussed the process with Andy who was very knowledgable. He came out to my house the next day to take measurements — a Sunday, which I so appreciated since I didn’t need to take off any time from work in order to meet with him.
After he received the glass products he had ordered, he called to schedule the procedure, and again was able to come out on a Sunday, which again, I really appreciated. He installed the new gas attachement, painted the exposed brick and cement about the pit, and filled in with the fireplace glass. It turned out beautiful!
He was courteous and professional, and I would highly recommend him and his services!

COMMUNICATION ! 5 months (Feb –June) is a long time to insert a fireplace and tile around it. Granted 2 months were spent installing a mantel for it, but the unanswered phone calls and making the customer find out the time line of the installation and ordering of the fireplace was very slow. For a company that prides itself on years in this business, it sure was a mix and match on putting this fireplace together for the first time. Glad we have a warranty on this fireplace because it will be Nov. before we actually can use it like it suppose to be.
On the positive side the two stars on this project were given because of their installation man Dan. If it weren’t for his dedication on finishing and doing the job right I would of moved on to another company for my fireplace. Thanks Dan!

Well, we’ll never know how good the service will be because we scheduled an appointment today and no one showed up. When we called to find out where the repairman was, we were told that our appointment was on the desk, but had not been scheduled. They offered to reschedule for tomorrow but due to the disappointment of not even calling to tell us they weren’t coming or even offering an apology, we will not be using them to repair our fireplace.

I was happy with their recent response to my call regarding Mendota gas fireplace that I bought from them 2 years ago. Andy came to my house and quickly diagnosed the problem being just a thermostat. Now we can have a nice, warm and cozy Christmas by the fire.
Buying experience was great too; I was really uncertain which unit will fit the opening that I had, and Andy patiently worked with me, discussing options and providing me with brochures and other helpful materials.
The only reason I’m not giving 5 stars is that sometimes calls are not returned, and one has to call again.

A year ago I wrote a review complaining about the service from this company. The new owners sent me a message apologizing and offering to make things right and they have.
They provided us with a complementary service and not only did they complete it in a timely fashion, when they said the serviceman would be here between 10 and 11 AM, he was at our door at 10 AM on the dot! How often does that happen in our day and age!
We have loved our pellet stove since the day we bought it from this company. And we still love it. As an alternative heat source (usually our only heat source) it has been wonderful. I would not hesitate, and have never hesitated, to recommend buying from this company. And now, with the new owners stepping up and providing service that is unheard of in this day and age, I would not hesitate to recommend this company.

Since writing my review, I understand (from the owner) that they’ve taken the variety of reviews and feedback to heart and gone to great lengths to improve their service department dramatically (new service manager, dedicated computer to track appointments digitally etc.). This remedies all of the issues I had with their business and warrants giving them a second look if my original review put you off.