Fireplace Shop Limited The

We recently moved to a home with a gas fireplace. Last April, this company had replaced a part (at a cost of $500) for the previous owners. When the fireplace recently malfunctioned, I called twice for service. My calls were not returned. I called again and spoke to the receptionist who took my particulars and emailed it to the service department and assured me someone would call to set-up a service appointment that day! Six days later and still no call. Do not use this company unless you enjoy misery.

The Fireplace Shop installed a gas insert in my LR fireplace in the fall of 2008. So far so good.

However, when the fall of 2009 came and I tried repeatedly to turn it on, it didn't work. The Fireplace Shop recommended I change all the batteries- still didn't work. The next day I left home for two hours- when I came back, a fire was blazing in my fireplace and the living room was over 32 C. I called Fireplace Shop in a panic. They sent someone over within the hour to turn off the gas and figure out the problem. Also, so far so good. However, they took about 6 weeks to replace the starter kit, AND THEN CHARGED ME, without telling me how much it would be and without my consent. Even worse, THEY CHARGED IT TO MY CREDIT CARD NUMBER, which they had kept on file from the year before. I made a big fuss, and by Dec 17th, they agreed to credit me $270 from the manufacturer, however I had to accept a $348 fee on my credit card. I foolishly agreed. It is now May 2010 and I have still not received my $270 credit. And guess what? They just called me because they TRIED TO CHARGE AN ADDITIONAL $21 on my credit card!!

In short, The Fireplace Shop is not trustworthy. DO NOT GIVE THEM YOUR CREDIT CARD NUMBER. THEY WILL KEEP IT ON FILE AND USE IT IN THE FUTURE WITHOUT YOUR CONSENT.

I purchased an electric fireplace with surround; I had to call twice to see if my order was in; Ramona (no longer there)finally said, "oh yeah, it's been here for a few weeks". The surround did not fit so I returned it and asked to have a technician come and measure for a custom surround on June 15/09-charge $75.00. (I was charged a 100$ stocking fee for the original surround). To date, I have been shuffled to 3 different people and even wrote an email with 4 contact numbers to reach me, along with an email to the owner. NO CALLS to date. Do not work with this company; the service is terrible-I am still waiting for a call back.

The store has an excellent selection. I wanted to add a fireplace to the living room of my new home. My personal style is very traditional English. I managed to find a fireplace that complemented my style perfectly. Has an incredible variety that would compliment many different styles. Peter has been very attentive and helpful. The Fireplace is currently being installed and everything is going according to plan. There has been great care in the installation process. They are very careful about protecting everything in the room they are working in. Great company to work with!