Fireplace Shop Limited The

We purchased and had installed a gas fireplace from The Fireplace Shop two years ago. Like other reviewers, the installation process was long and complicated. When we tried to use it for the first time this winter, it was not working. I called the store to arrange a repair but was told they could not come until late January. Unacceptable! I was also told that I could not hire another firm if I wanted them to continue honoring the warranty. I will not have my fireplace for two months - including Christmas. So annoyed and dissatisfied!

This review is long overdue and should have been written in 2010, when The Fireplace Shop originally installed this fireplace. We recently had to have the fireplace repaired (not by The Fireplace Shop) and, after looking at other recent reviews on Homestars, it seemed to me that things had not changed at the company so my review would be relevant.
I was one of two people looking after a fairly lengthy renovation in 2010. We chose the Fireplace Shop to install a direct vent gas fireplace because, at the time, they were one of the only companies in the area that sold Heat and Glo fireplaces for a two sided fireplace.
The first issue became quite complicated - trying to pin down which model could be installed in the existing opening. The company seemed to have a difficult time figuring out what needed to be done in order to install a particular model. We ended up having to rebuild the entire firebox, which was fine, but there was a lot of confusion around whether or not they would be able to install ANY fireplace in the existing spot. It was extremely confusing and the number of phone calls I had to make to pin them down to a definitive answer should have been our first warning. Eventually, after a few visits by various consultants/technicians, with sometimes opposing opinions, there was a consensus arrived at and the correct fireplace was ordered. Dealing with the adminstrative staff at the store on Eglinton Ave. was not pleasant at all. There were a couple of people who tried to be helpful but in general I found the atmosphere to be fairly apathetic. I wasn't comfortable choosing the face material of the unit from a pamphlet and the salespeople were not happy that I wanted to see an actual floor model of what I would be paying for. At first they told me that this wasn't possible but, after I politely insisted there must be some physical example available somewhere, they located a unit in the basement that I could view. When I commented that the corresponding pamphlet colour chips did not even match the actual material, I was shocked at the arrogance and rudeness of the response of one of the salesmen.
Installation day was a nightmare. A subcontractor was sent to install the liner. He arrived at the job without a ladder long enough to reach the roof of the house. When he decided to use a smaller ladder to get to the lower roof and then another ladder to reach the main roof, the owners' general contractor alerted him to the fact that the roof and the eaves troughs were brand new and he should be careful. He barely acknowledged these instructions and completely disregarded them. He leaned his ladder on the new eavestroughs and dented them, as well as placing the feet of the ladder on the roof vent of the new, lower roof, which he also damaged. When confronted with the damage he said he hadn't done it. We had pictures of his ladder against the damaged areas so The Fireplace Shop had no choice but to pay for the repairs. He also had not brought drop sheets and spread his tools over the brand new hardwood floors until the owners' contractor provided his own drop sheets. As it was, he was not successful getting the liner in and The Fireplace Shop had to be called to send someone else out to get the job completed. The new crew eventually completed the liner but after attempting to get the fireplace in, they could not get it to run properly. They discovered that they needed another part, which had to be ordered and took two weeks to arrive.
Dealing with The Fireplace Shop was the most unpleasant experience of this extensive renovation. Not only were they difficult to deal with, the installers did not inspire any confidence that they knew what they were doing - very unnerving when you are dealing with natural gas. I have not and would never recommend The Fireplace Shop to anyone.

Service from the Fireplace Shop has been reliable for the four years that I have used them, but they recently cancelled ("rescheduled") two service appointments in a row with no explanation and I am fed up with their office staff. I will take my business elsewhere.

I am updating you on my post below. My husband spoke to the Manager of the Fireplace Shop and they gave us a store credit for the additional electrical expenses we incurred. Since then, we've called them to ask a question regarding our fireplace and we received a quick response. Fireplace is working well and we are enjoying it.

The Fireplace Shop installed a direct vent gas fireplace in my home. I have had repeated issues with the pilot light. They have not returned emails, phone calls and do not answer their phone. I expected more. Once they have your money for the install, they don't acknowledge you as a customer. Ignorant. I was talking about the issue at work and found 3 colleagues with very disappointing experiences at The Fireplace Shop. Take your business elsewhere. Not reputable by any means.

Not happy with this company. Service is not great. We had a terrible experience with our gas fireplace. It arrived and it was faulty. Still trying to resolve issues. I do not recommend them. After spending close to $5000 on our faulty fireplace, we are not being reimbursed for additional costs we incurred due to their negligence. We expected more from a shop located in the Forest Hill area. We agree with the comment above. Do not buy from this shop unless you enjoy misery and undo stress. We are so fed up.

The Fireplace service was a very good experience.
the serviceman on time, polite, professional and was all about business. He also spoke very highly of his employer TFS, something that reflects a good working environment.
Randy Quarin

Called a few companies looking for a VC BBQ. Got conflicting prices from salespeople here, but then spoke with Account Manager Krista who gave me the first (lower) price I had been quoted and was great to deal with. Can't wait to get my new barbecue this week!

I had tried other fireplace stores to try to correct the ongoing problems my fireplace was having and had no success in getting the problem corrected. If I had read these reviews I might not have used The Fireplace Shop. As it is I am glad that I used them. The pilot kept going out on my fireplace and no one was able to determine why. They found the problem and had it fixed on the first visit. The technician was very professional. He removed his boots before entering and laid drop cloths to protect my carpets. He showed me the problem and was able to help me understand what had been happening for so long. The fireplace needed to be turned around in order for the wind to not blow out the pilot. Apparently when we open our back door a rush of air is sucked down the chimney and the pilot would get blown out. I didn’t believe him at first but he made it happen 5 times in a row and really made me feel at ease. He turned the fireplace to have the pilot on the other side of the box and the problem stopped. This took him a long time to figure out and they were more than fair with the charges and the correction. I will go back to them again.