Warm Solutions

We purchased our Valour fireplace from Warm Solutions five years ago. It is beautiful and has worked perfectly until last month when it no longer would ignite. We followed the instructions, changed the batteries, nothing. We called Warm Solutions several times, finally reached Barbara who sent Joe out. He said that he needed to order a new receiver and remote and he would return in 7 – 10 days. We heard nothing. No one came back. I called and emailed the store about 15 times. No answer. No return call. Finally I reached Barbara who said quite frantically that she «was the only one there» and she’d get back to me in 30 minutes after she found my paper work. No return call.
We took the receiver and remote to another SF fireplace store who checked them out for us at no charge and found they worked perfectly. Meanwhile we received an invoice for $ 663.94 from Warm Solutions for these parts and said their first appt. was next month. The other fireplace store had recommended another technician. He came out within a few days.
He put everything back together, fireplace ignited and worked perfectly. It just needed some small adjustment. Service call charge a bit over $ 100. We’re happy to have a warm room again.
Why was Warm Solutions trying to sell us almost $ 700 worth of parts we didn’t need? Why did they take one month to answer our calls? Owner Laurie Pirini wrote us a note of apology. But we’re sorry that we cannot recommend this company’s service.

If you need a fireplace I would come here. The woman who helped us really knew her stuff and was very helpful. Great experience.

My father and I both bought fireplace gas inserts for our homes. The prices were good, the service was excellent and we are two very satisfied customers! Thank you so much warm solutions. Our fireplaces look great! (Will add pictures shortly!)

Splitting this review into 2 parts: the work and the service.
The work: our new fireplace doors look really good. We went around a number of companies before settling on Warm Solutions based on price and product — they were the only company willing to give us the doors we actually wanted, at a reasonable price. My only concern is that one of the other companies that gave us a quote mentioned (actually, insisted) that we need extra caulking around the box — the inspector claimed our current set up is a major fire hazard. However, the Warm Solutions tech insisted there was nothing wrong. I know nothing about fireplaces so I can’t make a judgement either way but these warring opinions make me a little nervous to use the fireplace. I’ll probably have to get a third opinion before we fire it up.
The service: this started out fine. Barbara was friendly, helpful and responsive up until installation. At which point they cancelled two appointments, one of them very last minute. I was annoyed, more so by Barbara’s response than the situation itself. Look, if you are calling someone at 8.30AM on a Monday morning to cancel an appointment that is in less than 5 hours; an appointment you know they took a day off from work to accommodate, phrases like «well there is nothing I can do» and «I can’t guarantee this won’t happen again» are not calculated to pacify your frustrated customer. Stuff happens, much of it out of our control, but as a professional, you don’t verbally throw up your hands and shrug. No matter how powerless and inconvenienced you may feel, remember that your customer, who is not an employee of your firm and has zero visibility into the system, feels worse. Do not explain why this sucks for you; acknowledge that this sucks for them.
I went back and forth on whether this would be a two or three star review — I was really annoyed at the installation brouhaha — but the purchase was easy, the installation (when it finally happened) was painless and the doors look good. So overall, it worked out fine.

It was the middle of the holiday season 2013 two days before Christmas. I press the remote like the fireplace and got no response. After a few more unsuccessful attempts I called Warm Solutions for repair person to come out.
I was not overly optimistic that someone could come out, probably so many customers were wanted their newly purchased fireplace installed by Christmas eve. As I thought, all the repair stuff for already booked.
However, Laurie Pirini listen to my problem and very patiently explained how I might get the pilot light going. She demonstrated on one of the numerous fireplace displays how to do it. I went home gave it a try. no go.
Here’s the amazing part of my story. I had no sooner got home when I learned that Laurie was coming over to try the light the pilot. She was at our doorstep within minutes-​tried a few things, made a call to the specialist, and the problem was fixed!
Fire blazing she left with a hug and a smile.
There’s no way I can adequately express my gratitude. So although several months late thank you Laurie for responding in such a spontaneous way to my need! Want to let you and many customers as possible know the extraordinary service I received from you.

We have an arched fireplace that was billowing smoke. I came in to ask about having custom doors made or an insert installed, solutions that could be anywhere from $ 2,000-$ 5,000. Instead the showed me how to determine whether my fireplace opening was too big relative to the flu. They connected me with a company who could make a smoke guard that I can install. An $ 80 solution that works great!

We’ve had Warm Solutions install multiple fireplaces for us and they always do a great job.
Pricing is competitive and Joe is an excellent installer.

I have a pre-​fab (not masonry) fireplace in my condo and needed new fireplace doors. I checked online and at Home Depot and Lowes, and unfortunately, you cannot use pre-​made doors on pre-​fab fireplaces — you could end up burning your house down!
I called a couple of places in SF — one never returned my calls, and the other told me I couldn’t get replacement doors (which have to be custom made) for less than $ 1200, and they couldn’t come out to measure for another 3 – 4 weeks.
Then I went to the Warm Solutions store. I made an appointment to get my fireplace measured that week, and here it is about 3 – 4 weeks later, and I have beautiful new fireplace doors, exactly what I wanted, completely installed, for less than $ 1000! I’m very happy with the end result.
The guys who came to install the doors were on time, very polite, and cleaned up after themselves completely. When you’ve been working on a home improvement project for awhile, this is something you really come to appreciate!
I would definitely recommend Warm Solutions to a friend.

Two years ago I did not buy my 4 Valor gas fireplaces at Warm Solutions but I wish I had. I purchased mine in SF and although the showroom was lovely and close to my Noe/​Mission home there was a consistent lack of customer support. Yesterday, Sunday, I could not ignite one of the fireplaces and I used the contact form on the Warm Solutions website to request an appointment. Within four hours, on a Sunday, Laurie responded with helpful suggestions on how I could fix the problem my self. She took the time to answer me a second time with details and I have never been a customer. The SF competitor does not service the fireplaces, even though they sold the units, unless they also installed them. Because my contractor insisted on installing mine so I would be charged $ 500 just for an initial visit to inspect one unit. YIKES! I strongly encourage anyone interested in gas fireplaces to buy from Warm Solutions. Any company that provides such prompt and friendly service and the right answers is a treasure!

I installed a Valor G4 fireplace insert in April 2012. Joe came out initially for measurements and advise on what model (s) would fit best the space. I am completely satisfied with the outcome. The installation technician (Reno) did a very clean and professional job. Barbara and Joe’s wife (can’t recall her name) have been very helpful throughout the process, including pulling the permit which I did myself to save a few $$.
I used their recommended plumber (Paul Stefas) to do the gas line. That was easy and clean, too.
The unit works beautifully, heats up what used to be a very cold room very efficiently.
I would recommend WS for this type of work anytime.

Warm Solutions installed our Gas Fireplace. They had the best price in the Bay Area, answered all my questions, and did the job in less time than they had estimated. Joe (owner) was super friendly. I’d use them again anytime. My house is warm!

Warm Solutions installed our Valor Legend 4 today. Joe and Barbara and Joe’s assistant have provided outstanding service! From the first contact through installation and training we were treated to the services of this grand company! I highly recommend this company for your gas fireplace needs.

Warm Solutions is the best!
Joe Pirini and his team provided excellent service in installing 4 fireplaces in our 2 unit Victorian in SF: professional team, technically proficient, on schedule and friendly to boot.
Laurie Pirini also has been fabulous in supporting us through the research and purchasing phases, including a discount for the 2 unit purchase which beat the competition hands down.
Great after purchase support we’ve just received is just icing on the cake.
Would give 6 stars if possible…

I just used them this week, as did 3 other units in our building. They sent 2 people, seemed very knowledgable, and did an excellent job. The work was done from the roof while each fireplace was closed off for the cleaning.
One person who had left their keys for me to let them in could not tell they’d been except for the inspection sticker lert in her unit. They are one of a handful that are csia certified to do inspections,
. Everyone seemed happy with their service. They did discount the rate for doing multiple units.

This company is the WORST! I am the first to write something good but let me tell you what happened. I had an old chimney cap that revolved to take out the smoke. I called them to install a new one. Their man installed one that didn’t turn and said «YOU DON“T NEED ONE THAT TURNS.» I paid 275 $. Well he left, I started a fire and guess what, my entire house was smoked. I called them and asked them to change it to new one that revolves. They said that they would not allow me to return it, give a credit of 100 $ instead of the entire refund… and I would still need to 375 $ for the new one. So I am out a few hundred dollars!!! STAY AWAY!

They sent two guys over to inspect our chimney. It was the first time it was looked at since we moved in. They charged $ 89.00. For a cleaning, it would have been $ 149.00.

I’ve used them a couple of times. The last time was a few years ago. They only sent one guy. I was disappointed he didn’t go up on the roof, so negative two stars. It completely ruined my Mary Poppins fantasy. The time before that they sent two young filthy guys who climbed up on the roof and made a lot of noise. One guy looked like a punk Dick Van Dyke. These guys were, to borrow a phrase, H-​O-​T.
Anyway, the last time the one guy did a good job, it was $ 150 for the cleaning. We rarely use our fireplace anyway because it is such a pollutant. But at least I know I won’t burn the building down if I want to use the fireplace.

These folks were very, very helpful in the purchase and installation of our gas logs in 2 locations. They discounted services done in addition to the installations of the logs which were reasonable to begin with. Very pleased!

I purchased a glass door from this vendor for my masonary fireplace. I kept calling to get get an ETA on the glass and kept being told that they would call me back (which never happened). After a few attempts of calling, someone told me to «call the manufacture yourself.»
I told him that I’m not a vendor and that’s something they should be doing. If I wanted to call the manufacture, I wouldnt be going through them. The guy responded with, «Well, what do you want me to do about it? I dont know what part you’re not getting.» — What kind of customer service is that?!!
I was tempted to cancel my order on the spot but I didnt want to wait another several weeks to get the glass. I definitely wont be recommending this place to anyone.