FIRESIDE HEARTH & HOME

They were responsive, flexible about timing and professional. I have been pleased with my new fireplace.

Excellent. Professional crew, non smoking (I did not hire others with heavy tobacco odor on clothing). Costly, but highest quality. Excellent craftsmanship and functionality. Clear instructions. Courteous service.

The customer service lady who answers the phone was not customer-friendly. After the initial visit (standard $210 just to come to the house), the repair man diagnosed the part that needed replacing. I then had to call back to schedule the follow up visit. The lady (Gloria) said I would need to pay for the part up front and that the follow up visit would be another $210 fee. I said that was crazy and that was DOUBLE charging me for the same work. She said but he came and cleaned your fireplace. I said I did not want my fireplace cleaned ... I wanted it fixed. To charge me again for the same complaint would be double charging me. After discussion, she deducted the second $210. If I had not been persistent, this company would have collected more than the work was worth and I'm sure consumers who do not feel empowered to argue get ripped off by this company. Sidenote: It was discovered at this visit that the fireplace was improperly installed at the time of installation five years prior. The repair man admitted there was a missing part and told me how to fix it and left it for me to do. I was shocked he asked me to fix it myself because they were the original stallers.

Everything went smoothly, excellent results. We looked at every place in Madison WI and chose this one because of the most natural looking logs and largest viewing space.

First time, charged me for repair -- did not complete repair. Called several times during business hours and left messages. Messages not returned. Called almost a year later, finally reached a person and scheduled an appointment. Was told it would have to be for an "inspection" and that I would be charged for this second visit. Came out a second time, service person agreed not fixed the first time. He mentioned that he would most likely get in trouble as he was not going to collect the second $75 fee as he just didn't feel it was the right thing to do. Needed a part that did not have on hand. He indicated their admin staff would call when the part was in to schedule a time to complete the repair. Never heard from them again. I give up. I absolutely do NOT recommend this company.

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The technician advised me it was originally installed incorrectly. He removed parts and rebuilt it to spec. He did a wonderful job.

They did a good job. It was more expensive than we thought. They had to custom-make it. They couldn`t use their typical sizes for some reason. They were very honest about it. It`s a good product. It took them pretty much a day because they had to run a gas line. It was about what he predicted.

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The purchase and install of the fire place 4 years ago went fine.  However, service since the purchase has been poor. Each time service was needed it took several calls (messages were not returned) to get service scheduled. <br /> <br />Here is a summary of the recent service problem.  At the end of November 2014 I called 4-5 times over two weeks (several messages left) before I got hold of someone.  The earliest service appointment was 5 weeks out. Fortunately the unit was functional (it appeared that water was leaking in from outside which had caused some rusting).  The technician came but could not figure out what was wrong. While he was here he called someone, took some pictures and said an 'installer' would have to come and look at it.  He said someone would call to set up the appointment.  A week and half later after no call I called them (it took several tries).  I explained what had transpired and that no one had called me yet.  I was told that according to their records no one had been to my house and that I had canceled the first appointment.  They said they would have to send a technician out again.  I assured them that someone had been there and said it would be a waste of their and my time to send the same person.  The person on the phone said she would talk to others at the business and get back to me. Four business days later someone called and set up the appointment for the installer to come out.  A week later the installer came out. He knew immediately what was wrong and spent 15 minutes fixing the source of the water leak.  He said he didn't have the equipment with him to repair the rusted metal (clean and repaint a small area) and that someone else would come to finish.  He said someone would call to set up the appointment (less than an hours work).  Two days later a bill arrived.  I waited for a call. A month later the bill was sent again asking me to promptly pay.   I called the company and explained that no one had contacted me to finish the job.  I was told they no record that another appointment was needed.  I stated that the job was not finished and that I would wait to pay until at least someone  called me to set up the final appointment.  It has now been 2 weeks with no call. <br /> <br />Just today I decided to pay the first bill, perform the cosmetic repair myself and be done with it. I started trying to get the fireplace serviced in late November. It is now early April. <br /> <br /> <br /> <br /> <br />

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One day installation.  Installers were skilled and meticulous <br />

To the best of our knowledge, other than hiring a contractor, there are two businesses in the Madison area that do gas fireplace design and installation.  Fireside is the factory outlet for "Heat 'n Glo" and  "Heatilator"  brands (both manufactured by the same company).  Rebecca, the sales representative at Fireside, provided a terrific and systematic overview of products to meet our needs, and answered all our numerous questions as we proceeded to make decisions.  In contrast, the "competition" never followed up after the home inspection suggested  conflicting information between what we had seen in the showroom and what we could use in the house. <br /> We wanted a fireplace that provides ambiance more than heat output; and it can become confusing when faced with the choices of "an attractive flame pattern" and btu output.  We did not want to be forced out of our living room because the temperature became oppressive.  To her credit, Rebecca never tried to sell us more fireplace than we would want or need.  <br /> Fireside was able to provide a firm estimate that locked in the cost without the concern that hidden extras or unexpected problems might arise.  Apparently this is not the way the "competitor" routinely does business since we could, at best, get an estimate to provide the essential gas line and electrical work.  We did comparative shopping for tile and stone and found Fireside was more than competitive on the pricing and was better able to coordinate the installation around the placement of the fireplace.  Rebecca was able to work with us to provide some extraordinary seasonal promotions to reduce our overall cost. <br /> Vern came out to supervise the fireplace installation and sweated and fretted all the details.  He was concerned that despite a pre-sale evaluation, our mantel was not at a sufficient recommended distance from the heat source.  He returned after brainstorming the issue over the weekend to make the 1/2 inch modification.  We felt very confident in his expertise, and professionalism,   He's a very personable man and we enjoyed the time he spent with us. <br /> Tile and stone installation presented some unexpected challenges: Some of the tile shattered, and some piece of the stone chipped; but the installer and Fireside worked together to solve all issues as well as our esthetic preferences.  All of the people we met were friendly, helpful, meticulous, and neat. <br /> We have a beautiful new gas fireplace that should make it far more convenient and practicable for us to use our living room on chilly days.  The fireplace has been tested and other than the "break-in" burn is ready to go.  We have no way yet to evaluate the heat output (hopefully too little rather than too much) but look forward to the Fall. <br />

Everything went very well. I had been in and out of the store numerous times with questions before we made the decision to purchase here. My sales person (Clint) was very patient and professional when answering all of my questions.  <br /> The people who did the installation were on time, courteous and showed me how to operate the fireplace before they left. <br /> At one point after installation I thought there might be a problem with the different fire settings. I stopped in at the store. They gave me some suggestions and told me to call or come back if that wasn't working so that they could have someone come and check it. I took their suggestions and it worked fine. <br /> <br /> <br />

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Put in gas fireplace insert. Went smoothly. Serviceman was prompt, quick and professional. I am very satisfied with the product.

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They came out and did the service. They did okay. They were supposed to follow up with us on another item and there was a little bit of delay but they did the work and they were good enough. They were fine.